Copy of Questions and Answers Final.xlsx

XLSX spreadsheet 44 KB Posted Aug 25, 2020

Attached to: Secretary Held Loan Servicing (Non-HECM)
Solicitation number: 86614920R0005
Issued by: Department of Housing and Urban Development

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Written by GovTribe AI · Dec 28, 2023

This document summarizes a solicitation for secretary held loan servicing support services. The National Servicing Center of the Department of Housing and Urban Development seeks to obtain loan servicing support for partial claim mortgages, recapture and Nehemiah mortgages, Title II Assignment Program mortgages, Asset Control Area compliance and enforcement mortgages, purchase money mortgages, Good Neighbor Next Door mortgages, Hope for Homeowners, and Emergency Home Loan Program mortgages. The period of performance is a 12-month base period plus four 12-month option years. Offers are due by September 13, 2020. The incumbent contractor is Novad Management Consulting.

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Other files

File	Type	Posted
Sec. Held Loan Servicing Solicitation B through M Amendment 2.docx	DOCX document	Aug 25, 2020
Amendment 2.pdf	PDF	Aug 25, 2020
Amendment 1.pdf	PDF	Aug 7, 2020
non disclosure attachment 8.docx	DOCX document	Aug 6, 2020
Servicing Matrix.docx	DOCX document	Aug 6, 2020
pricing document.docx	DOCX document	Aug 6, 2020
Secretary Held Loan Servicing Solicitation.docx	DOCX document	Aug 6, 2020
Past Performance Information.docx	DOCX document	Aug 6, 2020
86614920R00005.pdf	PDF	Aug 6, 2020
SF 1449.pdf	PDF	Aug 6, 2020
Historical Information.docx	DOCX document	Aug 6, 2020
Secretary Held Loan Servicing _Non-HECM__QASP_Final.doc	DOC document	Aug 6, 2020
Past Performance Survey.docx	DOCX document	Aug 6, 2020

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Sheet1

	Secretary Loan Servicing Solictation 86614920R0005
		Page/Section Ref.	Question	Answer
	1	RFP Page 117 – Instructions	Will the Government allow a reduced font size (10-point) for tables and graphics?	Yes.
	2	RFP Page 117 – Instructions	Will the Government allow the use of 11x17 pages for large tables and graphics?	Yes
	3	RFP Page 117 – Instructions	Are the cover page, cover letter, table of contents, and proposal matrix excluded from the page count?	The cover letter, table of contents and proposal matrix are excluded from the page count.
	4	RFP Page 75 – Clause 2452.237-70 Key Personnel	This section states that a key personnel table (with name, position, tasks, etc.) “MUST BE COMPLETED BY CONTRACTOR AND SUBMITTED WITH PROPOSAL”; however, the instructions do not specify where this information must go. Please advise.	Page 75 states it must be submitted with the proposal
	5	Solicitation Page 89 Section J Attachments	Attachment 2: The attached Wage Determination is not the most recent version. The one available on SAM is Rev 11 dated June 30, 2020. Please update the attached Wage Determination to the most version.	The solicitation has been updated with the most up to date wage determination.
	6	Solicitation Page 89 Section J Attachments	Attachment 4 - Pricing Spreadsheet: The listed Pricing document is described as a Pricing Spreadsheet. However, the pricing document included with the solicitation is a word document containing both a template and Pricing Instructions. Please provide the Pricing tables in a spreadsheet format.	See Attachment 4: Offerors shall use this standard format to submit summaries of their estimated costs for review and analysis by the Government. See also FAR clause 52.215-20 and its Alternate I included in the solicitation.
	7	General Information	If backlog is discovered, how should reimbursement be requested from contracting?	There are currently no backlogs that HUD is aware of. Reimbursement would need to be requested via an equitable adjustment to the CO
	8	General Information	If backlog cases are identified, should contractor stop work until clarification is received from CO?	There are currently no backlogsthat HUD is aware of. There maybe an instance when clarification is needed on backlog cases from the CO but this should not stop the Contactor from performing its Contractual duties.
	9	General Information	What effect, if any, has COVID-19 had on volume and incumbent contractor activities?	Yes the volumn as new partial claims has increased due to ML 2020-06
	10	Solicitation 1.3 Constraints	Data Transfer: The Contractor shall transfer the data daily from all business service providers and/or systems according to HUD's approved IT policies and procedures on data transfer protocol. Will HUD define what data from business providers and systems will be required?	The data transfers are automated in SMART. There is a daily financial data transfer to DC accounting daily. Additionally there is an automated daily download from the claims system into SMART for new cases.
	11	Solicitation 1.3 Constraints	Data Transfer: The Contractor shall transfer the data daily from all business service providers and/or systems according to HUD's approved IT policies and procedures on data transfer protocol. Will HUD define what data from business providers and systems.	The data transfers are automated in SMART. There is a daily financial data transfer to DC accounting daily. Additionally there is an automated daily download from the claims system into SMART for new cases.
	12	Solicitation 1.3 Constraints	Data Transfer: The Contractor shall transfer the data daily from all business service providers and/or systems according to HUD's approved IT policies and procedures on data transfer protocol. Does HUD’s systems of record, required for this contract, have API functionality?	The data transfers are automated in SMART. There is a daily financial data transfer to DC accounting daily. Additionally there is an automated daily download from the claims system into SMART for new cases.
	13	Solicitation 1.3 Constraints	Customer Service: Customer calls are received via the FHA Resource Center and transferred into CRM/SMART tickets and assigned to the Contractor for resolution.Is the historical data available for call volumes?	There are between 1,000 and 2,000 tickets per month assigned to the Contractor for resolution.
	14	Solicitation 1.3 Constraints	Customer Service: Customer calls are received via the FHA Resource Center and transferred into CRM/SMART tickets and assigned to the Contractor for resolution. Does HUD know the estimated or projected call volume?	There are between 1,000 and 2,000 tickets per month assigned to the Contractor for resolution.
	15	Solicitation 1.3 Constraints	Records Archiving - With authorization from the Contracting Officer, boxes used for archiving files at the Federal Records Center may be purchased from approved suppliers at the government price.	Yes that is correct.
	16	Solicitation 1.3 Constraints	Records Archiving - With authorization from the Contracting Officer, boxes used for archiving files at the Federal Records Center may be purchased from approved suppliers at the government price.
Are records archiving expense included in the loan servicing pricing/clin?	yes, archivied documents will be sent to the Federal Records Center and stored their at the cost of the government.
	17	Solicitation 1.3 Constraints	Systems Security Administrator: Is HUD considering this position as a “key personnel” position?	No. Page 51-52 Key personnel does not list the SSA.
	18	Solicitation 1.3 Constraints	Systems Security Administrator: Does this position require 100% dedication to this contract?	No but may require it.
	19	Solicitation 1.3 Constraints	Systems Security Administrator: If the successful bidder already has a dedicated SSA that works on other government contracts, can they serve as SSA on this contract as well?	Yes, as long as the person meets the soliciation requirements.
	20	Solicitation 1.3 Constraints	Systems Security Administrator: Can HUD define the minimum qualifications/requirements for this position?	The requirements are listed on page 15 of the soliciation.
	21	Solicitation 1.3 Constraints	Systems Security Administrator: What certification is required to meet the deliverable A019 outlined in this section?	A certification that the individual meets the minimum requirements listed on page 15
	22	1.3 Constraints – Hardest Hit Funds	Are registration or sign up costs associated with joining these programs reimbursable?	No.
	23	1.3 Constraints – Litigation	How does the notification need to be sent to the COR/OGC? Physical copy required to be mailed? Or is electronic mail/fax sufficient?	Electronic mail.
	24	1.7 Place of Performance	The services to be performed under this contract shall occur at the Contractor’s facilities located within 50 miles of Oklahoma City, Oklahoma. Are all activities required to be performed onsite at the contractor’s facilities, or can some employees work remote if their specific job description does not require them to be onsite?	Working remotely may be acceptable for some job descriptions.
	25	1.12 Contractor Travel	Are all activities required to be performed onsite at the contractor’s facilities, or can some employees work remote if their specific job description does not require them to be onsite?	Working remotely may be acceptable for some job descriptions.
	26	1.12 Contractor Travel	How often is travel expected as part of this contract?	Very little if any.
	27	1.13 Transition In	Will staff credentialing required by HUD be accelerated to access HUD systems of record to ensure a smooth transition?	The PIV process is rather quick as long as the Contractor employees fill out the documents correctly. The NSC has a staff member who's only job is to coordinate with the contractor's SSA and the HUD PIV folks.
	28	1.13 Transition In	If the contractor experiences delays with HUD’s credentialing process, will the transition period be extended?	No.
	29	3.1 Services	What is the average credentialing timeframe, from initiating credentialing process to the actual granting of access to necessary systems of record.	Less than 30 days.
	30	3.3 Materials	Where are the fire proof cabinets located?	At the current Contractor's office in OKC.
	31	3.3 Materials	When will HUD provide the Over the Counter (OTC) check scanner?	During transition.
	32	3.3 Materials	What is the make and model of the OTC check scanner to ensure compatibility with other systems and programs?	It only connects to the US Treasury and will be the one the current Contractor is using.
	33	3.4 Equipment	Does this exclude OTC check scanner and fireproof fire proof cabinets mentioned in the previous section (3.3)?	Both are listed under 3.3 materials.
	34	4.4 Contractor Responsibilities	The Contractor shall establish and maintain a physical loan file that contains all documents, legal instruments and correspondences that pertain to each loan in the portfolio. Can these files be maintained digitally? (Exception of Puerto Rico)	They will be maintained digitally/electronic in SMART.
	35	4.4 Contractor Responsibilities	The Contractor shall establish and maintain a physical loan file that contains all documents, legal instruments and correspondences that pertain to each loan in the portfolio. Based on the Historical Data provided with this solicitation, does this mean the contractor has to store and maintain up to 600,000 original hard copy loan servicing files at any given time?	Yes, the current Contractor has a filing room that contains the orginal partial claim notes and mortgages.
	36	4.5 Contractor Personnel	When will the COR provide the contractor the POCs referenced in the section during the transition in period?	Yes, POC will be provided during trainsition in.
	37	4.6 Identification of Contractor Employees	If HUD provides HUD email addresses, those HUD email address must be used for all email correspondence done pursuant to this contract. The contractor may not use personal/corporate email address for work on this contract if a HUD email address is provided. Will the COR identify and provide those email addresses within first 30 days of the transition in period so the contractor can plan accordingly?	Yes.
	38	5.1 Transition In	What is the expected backlog from incumbent contractor?	We expect no backlog.
	39	5.1 Transition In	Should the successor contractor have to offer incumbent production staff first right of refusal for contract positions as per SCA requirements?	No, all new employees will have to be PIVed for security.
	40	5.1.1 Transition In	If the contract award is protested, will the transition in effective date be extended or delayed?	If a protest is received, it is likely a STOP-WORK would be issued.
	41	5.1.1 Phase I	What is the expected/anticipated effective date of Phase I transition in period?	see page 28, 5.1.1 Phase I.
	42	5.1.1 Phase I	What specialized types of training is the COR going to provide the awardee?	See page 25, 3.1 Services, Training.
	43	5.1.1 Phase I	What are the expected timeframes for the contract staff to complete the PIV/Credentialing process?	See page 25, 3.1 Services, Training.
	44	5.1.1 Phase I	If delays occur with the PIV/Credentialing, out of the contractor’s control, will the CO extend Phase I expiration date?	Yes, if there are delays in PIVing outside of the contractors control Phase I possibly could be extended
	45	5.1.1 Phase I	The Contractor shall obtain all required licenses, permits, bonds and legal permissions required to transact business within the contract area. Will the CO provide a list of all required licenses, permits, bonds, and legal permissions HUD requires the contractor to possess to be considered contractually compliant?	It’s the responsibility of the Contractor to detemine the licensing, permits, bonds, ect of each State or County.
	46	5.1.1.1 Office Location Notification	All services shall be performed at the primary Contractors facilities. If the contractor hires nationwide vendors (not subcontractors), to conduct certain services, do those need to be performed at the contractor’s facility?	No.
	47	5.1.1.1 Office Location Notification	Due to the expense involved with obtaining LPOAs, should these expenses be included in the bidders proposed pricing?	Yes.
	48	5.1.1.2 Limited Powers of Attorney	When will HUD notify the awardee if LPOAs or Delegation of Authority will need to be utilized on this contract?	LPOAs will need to utilized on this contract.
	49	5.1.1.2 Limited Powers of Attorney	What is the estimated timeframe for The Department to determine if LPOAs will be replaced with a delegation of authority?	The timeframe is unknown.
	50	5.1.1.3 Deposit Only Account	The Contractor shall make all documentation available for review at the request of the COR or CO. What documentation from the contractor will suffice to meet this requirement?	Any document that is requested by the COR or CO.
	51	5.1.1.4 Management Work Plan	The MWP shall be revised as circumstances dictate, to reflect approved changes during the progress of the contract. Do changes to the MWP after initial COR/CO approval require further review/authorization from the COR/CO?	See page 29, 5.1.1.1.4 Management Work Plan.
	52	5.1.1.6 Loan Servicing Guide	The Contractor may develop a new Guide or modify the existing Guide. Does HUD have an existing Loan Servicing Guide the bidder can review for proposals purposes?	See page 30, 5.1.1.6 Loan Servicing Guide.
	53	5.1.1.6 Loan Servicing Guide	Will the awardee be provided the current Loan Servicing Guide upon award?	See page 30, 5.1.1.6 Loan Servicing Guide, The contractor will need to devleop a Guide based on HUD Handbook 4000.1.
	54	5.1.1.6 Loan Servicing Guide	The Contractor shall develop, modify, and recommend servicing policy and foreclosure procedures to improve overall loan servicing operations.	Yes, if needed.

		Are the contractor recommended servicing polices and foreclosure procedures to be incorporated into the Loan Servicing Guide?
55	5.1.1.6 Loan Servicing Guide	If not, when are the contractor recommended servicing polices and foreclosure procedures due to the COR?	Case by case if needed.
56	5.1.1.6 Loan Servicing Guide	Can HUD provide the existing servicing policies and foreclosure procedures currently being utilized by the incumbent contractor?	See page 30, 5.1.1.6 Loan Servicing Guide, The contractor will need to devleop a Guide based on HUD Handbook 4000.1.
57	5.1.1.7 Loan Inventory	Is there an estimated volume of hard copy servicing files that will be transferred from the incumbent contractor?	Approximately 450,000 files located at the Contractor's office in Oklahoma City.

58 5.1.1.7 Loan Inventory Will incumbent contractor be responsible for any delivery costs of the physical files? Yes.

59 5.1.1.7 Loan Inventory The Contractor shall complete the inventory of the files not later than ninety-five (95) calendar days from the effective date of the contract. There will not be a delay. The COR has access to the complete inventory list and files.

		If the former contractor/HUD doesn’t supply the loan inventory lists within 60 days of contract award, will the CO extend the date to complete file inventory?
60	5.1.2.2 Welcome Letters	Will HUD provide the awardee an existing copy or template for the ‘welcome letters”?	Yes.
61	5.1.2.3 Fully Operational Notification	If delays out of the awardee’s/contractor’s control are experienced, will the COR/CO extend this notification deadline?	This wil be determined at the time of any delays.
62	5.2.1 Reserved	What is reserved for this section of the solicitation?	It is a placeholder, that is not reserved for any specific items.
63	5.2.3 Contractor Conflicts	Is HUD or the CO/COR aware of any industry standard loan servicing tools, methods, or processes that conflict with governmental requirements or laws?	None, at this time.
64	5.2.4 Maintain Files	The Contractor shall maintain complete and accurate physical and electronic servicing files.	Yes, in SMART.

		In addition to a complete physical file, is the contractor is expected to maintain a complete electronic/digital version of the servicing file as well?
65	5.2.4 Maintain Files	Can the contractor maintain only electronic/digital servicing files where applicable? (Exception being Puerto Rico properties)	No, not as of right now.
66	5.2.4 Maintain Files	What is the timeframe for the contractor to archive completed/closed servicing files?	The volume of terminated loans will dictate the timeframe.
67	5.3.1 Reserved	What is reserved for this section of the solicitation?	It is a placeholder, that is not reserved for any specific items.
68	5.3.2 Certificate of Indebtedness	What is the expected volume of requests from the OGC for certificates of indebtedness?	273 COIs from August 1, 2020 to August 23, 2020.
		Is the historical data available?
69	5.3.2 Certificate of Indebtedness	How will these requests be received from the OGC? Mail/Email/Fax?	Mostly by a Sharepoint site but some from OGC or the COR via email.

70	5.3.3 Bankruptcy Proceedings	What is the estimated volume of bankruptcy proceedings on the existing loan portfolio based on historical data or figures?	100-150 a month. Keep in mind the Contractor only files a POC on HUDs behalf.
71	5.3.4 Government Interest	If HUDs security interest is lost due to the Contractors action or inaction, the amount due to the Government shall be the amount equal to the payoff amount of the loan as of the date that HUD is notified of the loss. Costs associated with remedying Contractor delays may not be charged or reimbursed by the Government	If its outside the Contractor's control the Contractor is not responsible.

		If contractor reviews a deficiency or error that resulted in a loss to HUD, and determines circumstances outside of the contractor’s control, is there an established process to appeal to HUD?
72	5.3.5.1 New GNND Loans	Does HUD have the historical data for new GNND loans serviced under the incumbent contractor?	GNND floats around 600 total.
73	5.3.5.2 New PMM Loans	Does HUD have the historical data for new PMM loans serviced under the incumbent contractor?	We currently have no PMMs in the inventory.
74	5.3.5.1 New GNND Loans	Can this be a report the Contractor can pull itself and work more frequently than once a month? It’s our understanding that P260 has API functionality, is this a report that can be automated to downloaded using the API technology?	After the award we can look at the possibility of automating the download.
75	5.3.5.2 New PMM Loans	Can this be a report the Contractor can pull itself and work more frequently than once a month? It’s our understanding that P260 has API functionality, is this a report that can be automated to downloaded using the API technology?	After the award we can look at the possibility of automating the download.
76	5.4.1 Fair Debt Collection Practices Act	The Contractor shall follow the Fair Debt Collection Practices Act every and shall make recommendations to HUD regarding solutions to resolve outstanding collections. The above statement in the solicitation “shall make recommendations to HUD regarding solutions to resolve outstanding collections” implies there is carryover/backlog from incumbent contractor. Is there a backlog of outstanding collection activities?	There is no backlog in collection. When the due and payable is triggered in the partial claim Note the mortgage and note are then transferred to HUD's Financial Operations Center in Albany, NY for collection. The Contractor will receive payoffs from borrowers/Lenders/title companies.
77	5.4.1 Fair Debt Collection Practices Act	If there is a backlog anticipated, what is the expected volume?	There is no backlog in collection. When the due and payable is triggered in the partial claim Note the mortgage and note are then transferred to HUD's Financial Operations Center in Albany, NY for collection. The Contractor will receive payoffs from borrowers/Lenders/title companies.

78 5.4.1 Fair Debt Collection Practices Act Is historical backlog data available? The NSC tranfers appoximately 200 case a month the FOC for collection.

79	5.4.2 Payoff Requests	What is the estimated volume of pay-off requests monthly and annually?	The current average is 5,000 per month.
80	5.4.2 Payoff Requests	Can the historical volume of pay-off requests data be provided	The current average is 5,000 per month.
81	5.4.3 Payment Processing	What is the estimated volume of payments on monthly or annual basis that require processing? Can the historical data be provided?	The current average is aproximately 1,500 payoff a month.

82	5.4.3 Payment Processing	Is there an actual lockbox that the contractor will have to check daily or weekly?	No. Checks the Contractor receives may need to be sent to a lockbox.
83	5.4.3 Payment Processing	Are all payments not received via pay.gov and wire transfer?	All payments are received by pay.gov or certfied check.
84	5.4.4 Cash Payments	What is the estimated volume of cash payments to the contractor?	The current average is aproximately 1,500 payoffs a month.
		Can the historical volume be provided??
85	5.4.4 Cash Payments	Does this include personal and(or) corporate checks?	Personal checks will not be accepted. Corporate checks, certified checks, and pay.gov payments are acceptable.
86	5.4.4 Cash Payments	Does this include credit/debit card payments?	No.
87	5.4.6 Fees	Can the contractor charge a nominal usage fee if a credit/debit card payment can be accepted?	Credit cards are not accepted.

88	5.4.7 Cash Reconciliation	Will all cash reconciliation processes will be conducted prior to new contractor start and will backlog of unreconciled activities exist from the incumbent contractor?	Financial reconcilations are processed daily so there will be no back log.
89	5.4.8 Bank Statements	Will all aged bank statements be reconciled by incumbent contractor and will backlog of unreconciled bank statements exist from incumbent contractor?	All checks will ran through OTC or pay.gov, so there shouldn’t be any funds in bank accounts.
90	5.4.8 Bank Statements	Will a report of outstanding checks be provided by incumbent contractor during the transition in period?	Yes.
91	5.4.9 Tax Reporting	Will all existing/aged federal tax reporting requirements be processed and will any backlog exist from the incumbent contractor?	Yes.

92	5.4.9.1 Tax Reporting Corrections	Will all existing/aged corrections for IRS forms 1098s, 1099A, 1099M, and 1099C be completed by incumbent contractor and will backlog from incumbent contractor exist?	Yes.
93	5.4.10 Coordination	What actions should the contractor take if the business servicer provider is non-cooperative or unresponsive?	We havent had a problem yet. Keep in mind they are on a Contract also.

94	5.4.14.1 Posting Model	What are the FHA approved Posting models he contractor is required to utilize?	The posting models are incorporated into SMART so its all automated now and behind the scenes.
95	5.4.15 Accounting Reports	Will HUD provide example reports or templates to the awardee for the reports mentioned in this section?	The reports are automated in SMART.

96	5.4.20 Releases	Will HUD provide an example report or template to the awardee for the report mentioned in this section?	Dormat for releases are dependent upon the Counties they are being recorded in. It will be the responsibilty of the Contractor to meet those indivudual requirements.
97	5.4.20 Releases	Will there will be a backlog of releases from incumbent contractor outside of the compliance timeframe at the time of transition to new contractor?	No.

98 5.4.20.1 Document Release Activity Will rejected releases all be addressed or will there be a backlog from incumbent contractor? There will not be a back log. Also keep in mind the cost of the release is a reimbursable expenses.

99 5.4.21 Write-offs Will there be a backlog of write-off packages overdue to HUD from the incumbent contractor? No.

100	5.5.1 GNND	If the mortgagor fails to respond to the 2nd request outlined in this section, is an occupancy inspection required?	See page 37, 5.5.1 GNND.
101	5.5.1 GNND	Will HUD provide an example or template of the Annual Certification Letters currently being issued?	Yes.
102	5.5.2 EHLP	If the mortgagor fails to respond to the 2nd request outlined in this section, is an occupancy inspection required?	See page 37, 5.5.1 GNND.
103	5.5.2 EHLP	Will HUD provide an example or template of the Annual Certification Letters current being issued?	Yes.
104	5.6.1 Case Level Questions	Are the calls mentioned in this section being transferred from the FHA resource center or direct calls into the contractor’s facility?	The calls are taken at the resource center and CRM tickets are build and assigned to the Contractor for resolution.
105	5.6.1 Case Level Questions	What is the estimated volume of case level questions the contractor will receive monthly or annually? Can the historical data be provided?	There are between 1,000 and 2,000 tickets per month assigned to the Contractor for resolution.
106	5.6.1 Case Level Questions	What is the estimated call volume referenced? Can the historical data be provided?	There are between 1,000 and 2,000 tickets per month assigned to the Contractor for resolution.
107	5.6.2 601 Asset Sales (Non-HECM)	Will HUD provide an example or template of the “Good Bye” Letters current being issued?	Yes.

108 5.6.2 601 Asset Sales (Non-HECM) Will there be a backlog associated with the 601 Asset sales outside of timeframes established in this section from the incumbent contractor? No.

109	5.6.3 Phone Calls	What is the estimated volume of calls the contractor will receive monthly or annually?	There are between 1,000 and 2,000 tickets per month assigned to the Contractor for resolution.
		Can the historical data be provided?
110	5.6.3 Phone Calls	If a written response is required to the mortgagor, is it required to be sent via certified mail?	It is usually an email for a phone call.

111 5.6.3 Phone Calls Are mail costs associated with written responses to mortgagors considered a reimbursable expense? No.

112 5.6.3 Phone Calls Is there a compliance timeframe to send letters of explanation and written responses in relation to Phone Calls received? There wont be any customer service phone calls coming in directly to the Contractor. The calls are answered by the FHA Resource Center and a transcribed into a CRM ticket and assigned to the Contractor to resolve.

113	5.6.4 Investigative Complaints	What is the estimated volume of complaints the contractor will receive monthly or annually?	Very few, if any.
		Can the historical data be provided?
114	5.7.1 Prohibition Against Secondary Residence	If the homeowner fails to respond borrower occupation certification letter, is an occupancy inspection required to verify occupancy?	See page 37, 5.5.1 GNND.

115	5.7.1.2 Prohibition Against Refinancing Residence	Is there an estimated volume of refinance calculations in a given month?	Less than 5 if any.
		Is historical data available?

116	5.7.2 Insured 235 Recapture Program	What is the estimated volume of the 235 recapture requests the contractor will receive monthly or annually?	Less than 5 if any.
		Can the historical data be provided?
117	5.7.2 Insured 235 Recapture Program	Will there be a backlog of the 235 recapture requests outside of 2 business day compliance timeframe from the incumbent contractor?	No.

118	5.7.3 Hope for Homeowners (H4H)	Is there an estimated volume for H4H in a given month?	There is currently 547 loans and decreasing each month.
		Is historical data available?

119 5.7.3 Hope for Homeowners (H4H) Some county assessors used in property searches require fees to be able to use. Are these fees reimbursable? Yes, if needed on H4H.

120	5.7.3.1 Calculation of Accrued Appreciation	Is there an estimate of volume of written requests from a borrower in a given month?	Less than 5, if any.
		Is historical data available?
121	5.7.3.1 Calculation of Accrued Appreciation	Is there a compliance timeframe to complete this scope of work?	No, but it will lead to a complaint if not completed timely.

123 5.7.3.2 No New Debt How will HUD approval be communicated to the contractor on new debt? There is no new debt.

124	5.7.3.3 Sale or other Disposition	Is there an estimated volume of payoff statement requests in a given month?	Less than 5, if any.
		Is historical data available?

125	5.7.4 Partial Claims	What is the estimated volume of partial claims contractor will receive monthly or annually?	The estimated volume is 3,000-5,000 a month
		Can the historical data be provided?
126	5.7.4.1 61 Day Letters	Will HUD provide an example or template of the 61 Day Letters currently being issued?	Yes.

127	5.7.4.1 61 Day Letters	What is the estimated volume of the 61 Day letters issued by the contractor monthly or annually?	10-15 individual letters sent a month.
		Can the historical data be provided?
128	5.7.4.1 61 Day Letters	Will there be a backlog from incumbent of overdue partial claim missing documents from the incumbent contractor?	No.

129 5.7.4.2 Missing Documents Will HUD provide an example or template of the Missing Partial Claim Round Letters currently being issued? Yes.

130	5.7.4.2 Missing Documents	What is the estimated volume of the Missing Partial Claim Round Letters issued by the contractor monthly or annually?	10-15 individual letters sent a month.
		Can the historical data be provided?
131	5.7.4.2 Missing Documents	Will HUD provide an example report or template to the awardee for the report mentioned in this section?	Yes.

132	5.7.4.4 Terminations	What is the estimated volume of the terminations to be processed by the contractor monthly or annually?	Approximately 3,000 per month.
		Can the historical data be provided?
133	5.7.4.4 Terminations	Will there be a backlog of overdue termination updates in SMART from the incumbent contractor?	No.

134	5.7.5 Compliance Mortgages - ACA Program	Is there an estimated volume of release packages in a given month?	The estimated volume of release packages is 1,500 a month.
		Is historical data available?

135 5.7.5 Compliance Mortgages - ACA Program Will there be a backlog from the incumbent contractor? No.

136 5.7.5 Compliance Mortgages - ACA Program In the instances requiring recording the release, how should contractor submit for reimbursement? On the monthly reimburse request.

137 5.7.6 Enforcement Mortgages - ACA Program Will there be a backlog of satisfaction/releases to be processed outside of 2 business days for the enforcement mortgages from the incumbent contractor? No.

138 5.7.7 New PMM Loans Will there be a backlog of cases/loans to be created in SMART for new PMM loans from the incumbent contractor? No.

139 5.7.8 Good Neighbor Next Door Will there be a backlog of accounts to be created in SMART of new GNND loans from the incumbent contractor? No.

140 5.7.8.1 Annual Certifications Will there be a backlog of certification letters overdue at the time of transfer from incumbent to new contractor? No.

141 5.7.9 Nehemiah Program Will there be a backlog of Nehemiah program cases outside of the 2 business days at the time of transfer from incumbent to new contractor? No.

142 5.8.1 Data Transfer Do the business service providers have download/upload API capabilities? Yes.

143 5.8.2.1 Contractor Accomplishments and Issues Report If no accomplishments, efficiency improvements, or issues requiring COR attention occur in a given month, how should this be reported? The same as if there was accomplishments, by report and email

144 5.8.2.1 Contractor Accomplishments and Issues Report Will HUD provide an example of the existing Contractor Accomplishments and Issues Report with expected formatting and templates? No.

145 5.8.2.2 Information Status Report/Director’s Report Will HUD provide an example report or template to the awardee for the report mentioned in this section? Most are canned reports from SMART.

146 5.8.2.2 Information Status Report AKA The Director’s Report Will HUD provide the successor contractor the Director Report Template? It’s a canned report from SMART.

147 5.8.2.2 Information Status Report AKA The Director’s Report Will HUD detail or outline what information is expected and/or required to be in this report? It's a canned report from SMART.

148 5.8.2.3 Ad Hoc Reports What is the expected volume of ad hoc reports being requested per month? Maybe one or two.

149 5.8.2.3 Ad Hoc Reports Is there a maximum or minimum amount of AD Hoc repots the contractor will need to provide to the CO or COR? No.

150 5.8.2.3 Ad Hoc Reports Will the contractor receive Ad Hoc requests from other HUD personnel other than the COR or CO? No.

151 5.8.3 SSAE 18 Audit Will the audit be a scheduled event? If so, how far in advance will contractor be notified? Yes, it will be scheduled months in advance

156 5.8.3 SSAE 18 Audit If there is a dispute with the auditors’ findings, is there a process to appeal? Ye.

157 5.9 Transition Out Is there a requirement of the incumbent contractor to leave no backlog outside of the determined timeframes for each activity? Yes.

158 5.9.1 Phasing Out Staff Does the successor contractor have to offer incumbent production staff first right of refusal for contract positions? (SCA requirement) No.

159 6 Deliverables A022 is a deliverable that is listed as “reserved”. Please clarify what this deliverable is reserved for, and the frequency/quantity expected. It is a placeholder, that is not reserved for any specific items.

160 QASP 1.3. Performance Management Strategy 1.3.1 The Contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. It’s the QASP and may change from time to time

		The only quality related deliverable listed in the solicitation is the QCP that is only necessary to provide 30 days after contract award and if/when updates occur. How often will HUD expect the contractor to report its performance to the designated government representative?
		Is this considered a contract deliverable? Ad hoc report?
161	QASP 1.3. Performance Management Strategy	1.3.2 The Government representative(s) will monitor performance and review performance reports furnished by the Contractor to determine how the Contractor is performing against communicated performance objectives.	Quarterly reviews are completed on various timeframes. It will depend on the amount of information that the Government will have to review and the time it take to compile that information.

		What is the timeframe for performance review to be provided to the contractor once the review is complete?
162	QASP 4.1 Surveillance Techniques	Will HUD detail what criteria is being evaluated when determining summary results?	Yes.

163 QASP 4.2 Customer Feedback If a customer complaint is received, what is the timeframe for HUD/COR to notify contractor? The contractor will be notified as soon as the COR recieves notification.

164 QASP 4.2 Customer Feedback Will the detailed and signed complaint be provided to contractor, or only a summary from the COR? Yes.

165	QASP 4.2 Customer Feedback	Is contractor expected to issue customer satisfaction surveys?	No.
166	QASP 4.2 Customer Feedback	If so, what frequency is expected by HUD?	n/a

167 QASP 4.3 Acceptable Quality Levels For certain critical activities such as those involving Proof of Claims, Payoff Requests, and Releases, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance. If a Contractor is not meeting those they will not be meeting any other requirement within this contract.

		Will HUD provide detailed levels of performance expectation for all aspects of this contract?
168	QASP 6.2 Reporting	Will the results of the monthly report from COR to CO be provided to contractor every month, regardless of findings?	It will be on a quarterly basis.
		If so, what timeframe is expected for report to be provided to contractor?
169	QASP 6.3 Reviews and Resolution	Will the frequency of in-depth reviews with CO, COR, and PM be determined by need, or will COR establish a general frequency at the start of contract to conduct in-depth reviews?	It will be on a quarterly basis.

170	RFP Page 25 – Section 3.1, Training	Is there a limit on the number of attendees for the servicing and system training?	Employees in of the Contractor in those specific job descriptions and their bosses
171	RFP Page 25 – Section 3.1, Training	Does HUD currently have a backlog for processing eQIP requests for contractor’s employees?	No.
172	RFP Page 37 – Section 5.5, Occupancy Certifications	Is it possible to send someone to the property address to verify occupancy in addition to sending 2 letters to the borrower?	Yes.
173	RFP Page 44 – Section 5.9.3, Bank Accounts	Is there a standard for how all bank accounts should be titled so HUD has access?	See page 44 of the solicitation
174	RFP Page 1 – Cover	The cover page states POP 01/20/2021-01/19/2022 yet page 18 shows one base period and 4 options. Please clarify.	The contract is renewed year by year. The period of performance listed includes the base period and the 4 option periods if they are exercised.
175	RFP Page 15	Will the certificate of independence flow down to subcontracts?	See page 15 of the solicitation.
176	RFP Page 32 – Section 5.1.1.7 Loan Inventory	Will the 95 calendar days for completion be dependent on the timing of training provided by HUD? In the event that this is provided at day 60 only 35 days remain.	No.
177	RFP Page 50 – Reports	Report format - Can reports be a spreadsheet?	Yes, if that is the best format for the report.
178	RFP Section 1.3	Constraints – Please clarify, what is HUD expecting the Contractor to do with regards to the Hardest Hit Funds?	If its available the Contractor needs to participate in that States HHF
179	RFP Section 1.8	Please confirm, are the hours of operation are 7am to 7pm CST?	The office is required to be within 50 miles of OKC. The hours will be 7am to 7pm local time.
180	RFP Section 5.2.4	Will HUD consider increasing the 5-day requirement for PC documents to be imaged, to 10 days?	No.
181	RFP Section 5.5.1	GNND – Approximately how many annual occupancy letters will need to be sent?	There are approximaely 600.
182	RFP Section 5.5.2	EHLP – Approximately how many annual occupancy letters will need to be sent?	There are approximately 6900.
183	RFP Section 5.7.3	H4H – Please confirm that the Contractor is required to obtain a title search upon request for repayment of this loan.	Its does not say that a title search is need upon a request for repayment
184	RFP Section B3	Please confirm that title search fees are reimbursable.	Yes.
185	RFP Section 5.4.20	Releases – In view of the fact that almost every state requires lien releases to be discharged within 30 days of the discharge of the mortgage, will HUD consider allowing at least 20 days plus a 5-day extension? The rationale being that sometimes the recorded mortgages cannot be located, in order to affect the release.	No.
186	5.3.3.2 – Proof of Claims	Will HUD allow at least 10 days to file POC in the event the recorded mortgage cannot be located?	No.
187	General Information	What licenses are required for this contract?	The Contractor may require a Mortgage loan servicing license in some States
188	General Information	Please provide a breakdown by loan count and unpaid principle balance for the various loan programs under this contract.	The largest loan program is the Partial Claims with a UPB of $13,882,383,809. All the other smaller loan programs have an approximate total UPB of $200,000,000 as of August 24, 2020
189	General Information	When does HUD anticipate award of this contract?	The target award date is January 21, 2020
190	Section L Socioeconomic	Could you please clarify the socioeconomic categories? For example, excellent says a small business who is going to do 100% of the work or a small business who is going to sub 25% to a large business and the other 75% to other small businesses. But what if a small business wants to do 75% of the work themselves and only sub 25% to a large business. Is there an option like that to get an excellent rating?	As it states. If the small business subcontracts 25% of the cost, at least 75% of that subcontracted 25% cost has to go to other small businesses.
191	Section L Socioeconomic	Also, later in adjectival ratings it says excellent is a small business who performs 90% of the work which seems to contradict the first rating system. Please clarify.	This is the criterial for an excellent: •	Excellent

If a proposal meets the following criteria, it will receive an excellent rating:

The offeror is a small business that is performing 100% of the cost of the contract with its own workforce, or The offeror is a small business and proposes to subcontract less than 25% of the cost of the contract and at least 75% of the proposed subcontract value will be made to other small businesses.

or The offeror is not a small business and clearly proposes to maximize small business participation by subcontracting a substantial amount of the contract value (41-50%) with at least 60% of the subcontracted value proposed to go to small businesses and The plan reflects significant effort to achieve all socioeconomic goals and The offeror submitted subcontracting or teaming agreements for all businesses they intend to subcontract with during performance of the contract

192	General Information	What is the real quantity of loans right now? Is 600,000 the correct number?	The current loan volume is 460,000 as of month end July 2020.
193	Section B	Why is there not a transition-in clin and it says N/A? There will be a lot of costs to transition in, are you going to reimburse for this or is that included somehow in servicing clin?	The Transition in CLIN is 0001. It is a firm-fixed price CLIN and the unit price is NA but not the total price.
194	General Information	Could you please tell me if the Combined Synopsis/Solicitation posted as solicitation number 86614920R0005 will be a follow-on requirement to any work performed currently or in the past, or will this be a new requirement?	It’s a new requirement. The prior Contract included Sec Held Loan Servicing (NON-HECM) and Sec Held Loan Servicing (HECM). This contract will be the Sec HELD Loan Servicing (Non-HECM).
195	General Information	Can you please provide the most recent contract or task order number?	There isn't one with only this scope of work.
196	Not identified by contractor.	Is there flexibility in the requirement to have a permanent office within 50 miles of HUD?	No.
197	Not identified by contractor.	Please Clarify which information is stored in physical files vs electronic records.	Original documents are stored physically and electronically in SMART.
198	Not identified by contractor.	How frequently do physical files need to be accessed?	Orginal notes and mortgages are accessed all the time.
199	Not identified by contractor.	Is the contractor expected to pick up the documents?	Yes, they should be stored on site though.
200	Not identified by contractor.	Is the contractor expected to digitize all records?	Yes.
201	Not identified by contractor.	Is SMART capable of handling all scope of services or are there some functions that will be offline (i.e. - templates/doc management, correspondence tracking, complaint management)?	Yes, in combination with the CRM customer service program.
202	Not identified by contractor.	What are the staffing expectations?	The staffing expections must meet the needs of the soliciation
203	Not identified by contractor.	How many contractor personnel have been granted access to SMART?	As many as needed to fullfill the contractual requirement.
204	Not identified by contractor.	How frequently are on-site meetings generally required?	On-site meetings will depend on the perfromance status of the contracts.
205	Not identified by contractor.	Are all servicing activities included in the monthly fee (i.e. - bankruptcy which typically has its own pricing schedule, credit reporting, etc.)?	The only things needed from the Contractor in a bankrupcty is to file the POC with the courts and provide OGC a copy of the note and mortgage electronically. So yes, the Servicing fee would include that service
206	Not identified by contractor.	What are the delinquency rates for the various loan types?	Less then 6% overall loans.
207	Not identified by contractor.	What triggers an account to go from current status to delinquent status?	When the borrower fails to make a monthly mortgage payment on their 1st mortgage.
208	Not identified by contractor.	What are the account closure requirements?	They are based on the monthly termination report.
209	Not identified by contractor.	How many files have activity on a typical month?	Less than a third, but could increase due to COVID.
210	Not identified by contractor.	Who are the current contractors for this scope of service?	Novad Management Consulting.
211	Not identified by contractor.	What is current pricing being charged to HUD?	The current prices are priority information and will not be released.
212	Not identified by contractor.	What is the breakdown of different loan types in the portfolio?	The solicitation lists the verious types of loans in the portfolio.
213	Not identified by contractor.	Is assigned portfolio just of directly held loans or does it include the insured loans? What historical data can be shared?	Only assigned loans. There are only 5 at this moment, it does not include insured 1st mortgages.
214	B.4. Pricing Schedule	Is the government willing to authorize or otherwise arrange an-on-site visit of the existing contractor’s facilities and files to the components involved? This will enable more accurate pricing for Section B.4.’s CLIN 001 line item (Transition in costs)?	that’s not an option
215	C.1.2 Standard Operating Procedures	Does the government have pre-existing Standard Operating Procedures (SOP’s) that can be used as a baseline during the transition-in period, or should the creation of all-new SOP’s be included in Section B’s CLIN 0001’s pricing estimate?	There are SOPs.
216	C.1.3 Constraints	What are the key data elements provided by SMART? Is the SMART data available real time or in a batch on a delay? If the data is delayed, approximately how long is the delay?	We have data refreshes everyday so its timely data.
217	C.1.3 Constraints	Is the Contractor responsible for the costs of system upgrades due to future technology environments that HUD may upgrade to or into which HUD may migrate?	Yes.
218	C.1.3 Constraints	What is the cost of archiving boxes purchased from the Federal Records Center?	approximately $4.30 to purchase one box
219	C.1.3 Constraints	Can the government confirm that the contractor will be integrated into EVARS, FHA Catalyst and FHA Connection? Are these systems integrations currently operating effectively?	We are unsure what you mean by integrated. Assess to appropriate systems of record will be granted to Contractor employees.
220	C.1.7 Place of Performance and 5.1.1 Office Location	May the offeror hold custodial documents (Security Instruments only) more than 50 miles, but less than 150 miles from Oklahoma City, Oklahoma if all other servicers under section 5.2 are conducted within the 50-mile radius?	No.
221	C.1.12 Contractor Travle	After the transition period, what is the expected extent of required travel for which the contractor will be responsible for paying?	It is anticipated that travel would be very limited.
222	C.5.1.1.6 Loan Servicing Guide	Can offerors view the existing Loan Servicing Guide referenced by Section C 5.1.1.6 for purposes of estimating pricing?	No. Reference HUD Servicing Handbook 4000.1 for requirements.
223	C. 5.1.1.7 Loan Inventory	Approximately how many pages of documents or file-folders are currently in the custody of the incumbent contractor?	Approximately 450,000 on site at the Contractors office.
224	C. 5.2.4 Maintain Files	Must the offeror comply with physical storage requirements established by Ginnie Mae for Document Custodians as part of this Solicitation?	No. The HUD partial claim subordinates are FHA mortgages and not Ginnie Mae.
225	C. 5.3.4 Government Interests	Can the government expound on the process of dispute resolution? Are there SOP’s for this process that offerors can view?	Develop a sound Loan Servicing Guide approved by the COR will mitigate the dispute process
226	C.5.4.2. Maintain Files	What is the current repository used for imaged/scanned documents? What file format(s) are the images currently in? What kind of database are the index values in (i.e. Windows Directory, etc.)? Does the existing Document imaging system output a .csv file of all its data with a relationship to the images?	Currently the documents are pdf format. They reside in SMART as such.
227	C.5.4.3 Payment Processing	Can the government clarify the responsibilities associated with the designated lockbox? Is the contractor responsible for paying the lockbox fees, and if so, what are these amounts?	There are no lockbox fees. The Contractor will not receive funds via lockbox but may be required to send a check to a lockbox.
228	C.5.4.3 Payment Processing	Does the government permit partial payments (i.e. repayment plans) on partial claims and other applicable FHA programs? If so, can the government provide insight into the volume or percentage of loans where this activity occurs? (i.e. X% of balloon payments end up with a modified payment arrangement)	Yes, partial payments do come in. There are no balloon payments or modified payment arrangements. Their may be a borrower on a Chapter 13 payment plan and HUD is part of the plan and may received monthly payments that are applied to their account.

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File details come from the government source that posted it. Updated Aug 25, 2020.