A19-J6 -QASP.pdf

DEEOIC Resource Center Operation and Managerial Support Services

QUALITY ASSURANCE SURVEILLANCE PLAN

Version – May 2018

Quality Assurance Surveillance Plan For: DEEOIC Resource Centers

Contract Number: TBD

Contract Description: Operation and Managerial Support Services

Contractor’s name: TBD (hereafter referred to as the contractor).

1. Purpose

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored?

• How monitoring will take place?

• Who will conduct the monitoring?

• How monitoring efforts and results will be documented?

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis.

However, the Government shall coordinate changes with the contractor. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

The following FAR clauses may apply depending on contract type:

52.246-4 Inspection of Services – Fixed-Price

2. Government Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Kim Carr, Deputy Director, Customer Acquisitions Services

Organization or Agency: Office of Acquisition Services (OAS), DOL

Telephone: 202-693-4573

Email: Carr.Kim.L@dol.gov

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Assigned COR: William Pridy

Telephone: 303-462-6485

Email: Pridy.william@dol.gov

c. Other Key Government Personnel -

Name: Carol Robinson

Title: Alternate COR

Telephone: 202-354-9549

Email: Robinson.carolyn.c@dol.gov mailto:Carr.Kim.L@dol.gov mailto:Pridy.william@dol.gov mailto:Robinson.carolyn.c@dol.gov

3. Contractor Representatives The following employees of the contractor serve as the contractor’s Contract Manager and Task Manager for this contract.

a. Program Director - TBD

Telephone:

Email:

b. Program Manager - TBD

c. Other Contractor Personnel -

Name: TBD

Title: Deputy Program Director

4. Performance Standards

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

The Performance Requirements Summary Matrix, in the Performance Work Statement includes performance standards. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

PWS

Para.

Task Standard Acceptable Quality Level (AQL)

Measure *

Task 1 – Resource Center Operating Hours, Management, & Staffing

5.1.1 Basic Services Resource Centers are open to the public during operating hours: Monday through Friday from 8:30 a.m. to 5:00 p.m.

(in the jurisdictional time zone). The contractor shall provide operational and administrative management and technical support services for all existing 11 stationary Resource Centers located nationwide under the Energy Employees Occupational Illness Compensation Program Act, where DOL through the U.S. General Services Administration, has made arrangement for leases. Resource Center office locations may change if required by the Government and only if required by the Government.

99.6% to 100% of the time. Random Surveillance and DEEOIC Resource Center Customer Satisfaction Feedback Document

5.1.2 Management Provide appropriate program management/supervision to staff at all 11 stationary Resource Centers to ensure that all activities are conducted consistently and efficiently and that DEEOIC program goals are met. Ensure potential and existing EEOICPA claimants are assisted quickly and efficiently and are not subjected to prolonged waits for assistance during Resource Center office visits or when calling a Resource Center for assistance.

99.6% to 100% of the time. Random Surveillance and DEEOIC Resource Center Customer Satisfaction Feedback Document

*A Quarter is defined as (September thru November; December thru February; March thru May; and June thru August. Accountability Reviews of each 11 stationary Resource Centers will be conducted as often as deemed necessary by DOL.

5.1.3 Staffing Provide sufficient personnel in number, experience, and qualifications to perform the assigned tasks associated with this PWS. The specific number of staff including Case Workers, Administrative Assistants, Office Mangers, and Program Managers at each of the 11 stationary Resource Centers will depend on workload.

99.6% to 100% of the time. In-person and telephonic Accountability Reviews of Resource Centers.

DEEOIC Resource Center Customer Satisfaction Feedback Document

Additionally, no more than 3 valid customer and DEEOIC staff complaints per quarter.

5.1.4 Consistency Operational, managerial, administrative and technical support services should be consistent among all 11 stationary Resource Centers in providing assistance to the public and the Government, but should also accommodate the needs of individual offices in dealing with specific U.S. Department of Energy site contractors.

99.6% to 100% of the time. DEEOIC Resource Center Customer per quarter.

Task 2 – Contractor Training:

5.2.1 Contractor

Provided Training to Resource Center Staff Regarding the

EEOICPA

The contractor must ensure all their staff is trained in the EEOICPA, the EEOICPA’s governing regulations, all versions of the Federal EEOICPA Procedure Manual, all EEOICPA Final Bulletins, Circulars, and Transmittals, and any additional documents the Government instructs Resource Center staff to have knowledge of. New policies and procedures regarding the adjudication of claims under the EEOICPA are issued regularly by the Government;

therefore, the contractor is expected to consistently train their staff on the new policies and procedures and provide refresher training.

Specific focus should be paid to the Federal EEOICPA Procedure Manual Chapter 10 – Resource Centers, which provides guidance and timelines for Resource Center functions and actions. The guidance provided in the Federal EEOICPA Procedure Manual must be followed at all times by contractor staff.

99% to 100% of the time.

Training given to new employees within 14 business days of their start date.

Training on new policies and procedures provided to all Resource Center contractor staff within 30 days of new policies implementation, or by the deadline provided by the Government is the Government decides the training is needed sooner than within 30 days of the new policies implementation

Refresher training should be provided to all contractor employees annually.

Include in Monthly Status Report a summary of all training efforts taken for the month including refresher training.

Yearly refresher training for all new employees must be completed by the end of each Calendar Year. The COR should be notified in an e-mail by December 31st of each Calendar Year that refresher training for all contractor staff has been completed and the date the refresher training was completed on.

Notify the COR by e-mail when new employees training is complete – notification must be received within 14 days of new employees start date

Random Surveillance of Training Materials: All training documents must be available for review within 5 business days of the COR’s request. If the COR determines corrections are needed to training materials those corrections must be made within 3 business days of the COR’s request.

No more than 3 valid customer and DEEOIC staff complaints per quarter.

5.2.2 Contractor

Provided Training to Resource Center Staff Regarding the Tasks Included in this PWS

The contractor must ensure all their staff is trained to perform the tasks stated in this PWS. The contractor must ensure their staff is also trained in the following areas:

- Knowledge of the EEOICPA and the differences between Parts B and E;

- Knowledge of all U.S. Department of

Energy/EEOICPA covered facilities located across the country and what potential toxins were located at these facilities;

- How to complete EEOICPA claim forms;

- How and when to complete the Part E Occupational

History Questionnaire (OHQ) Interviews;

- Knowledge of employment and medical information collection techniques and procedures;

- Knowledge of the Privacy Act and how to handle sensitive information;

- Knowledge of documentation reporting requirements and transmittal procedures

99% to 100% of the time.

Training given to new employees within 14 business days of their start date.

Training on new policies and procedures provided to all Resource Center contractor staff within 30 days of new policies implementation, or by the deadline provided by the Government is the Government decides the training is needed sooner than within 30 days of the new policies implementation

Refresher training should be provided to all contractor employees annually.

Include in Monthly Status Report a summary of all training efforts taken for the month including refresher training.

Yearly refresher training for all new employees must be completed by the end of each Calendar Year. The COR should be notified in an e-mail by December 31st of each Calendar Year that refresher training for all contractor staff has been completed and the date the refresher training was completed on.

Notify the COR by e-mail when new employees training is complete – notification must be received within 14 days of new employees start date

Random Surveillance of Training Materials: All training documents must be available for review within 5 business days of the COR’s request. If the COR determines corrections are needed to training materials those corrections must be made within 3 business days of the COR’s request.

No more than 3 valid customer and DEEOIC staff complaints per quarter.

5.2.3 Government

Provided Training to Contractor Staff

The Government will require contractor staff to take various trainings throughout the year. These trainings may be provided either in-person or through other methods such as power point presentations, conference calls, on-line trainings, digital trainings, manuals, etc. All Government requested training, regardless of the format, must be completed by the contractor staff within the time period specified by the Government.

99% of the time. Training completed by all Resource Center staff no later than the due date provided by the COR.

All requested training completion certificates provided to the Contracting Officer’s Representative no later than due date.

Contractor’s Limitations

5.2.4 Government

Adjudication Authority

The Government retains all EEOICPA claims adjudication authority. Resource Center contractors have no EEOICPA claims adjudication authority. Resource Center contractors may not contradict any claim development action taken by the Government or any recommended decision or final decision issued by the Government in regards to an EEOICPA claim.

99.6% to 100% of the time. No more than 3 valid customer or DEEOIC staff complaints a quarter.

In-person and telephonic Accountability Reviews of Resource Centers.

5.2.5 Questions

Regarding Adjudicatory Actions Taken By the Government

Resource Center contractors perform all of the tasks outlined in this PWS including answering the public’s general questions about the EEOICPA. Resource Center staff also provide EEOICPA claimants with status updates on their existing EEOICPA claims. However, if at any time a question is specific to a Government employee’s claims adjudication action or the question falls beyond the scope of this PWS, then the Resource Center contractor must refer the question to the Government for response and not attempt to answer.

99.6% to 100% of the time. No more than 3 valid customer or DEEOIC staff complaints a quarter.

In-person and telephonic Accountability Reviews of Resource Centers.

5.2.6 Analysis &

Timelines

Resource Center contractors may not provide analysis or personal interpretation of documents submitted by a claimant in support of their EEOICPA claim. Resource Center contractors may not state a document submitted by a claimant will lead to an approval or denial of their EEOICPA claim. Resource Center contractors may not provide claimants with timelines regarding when the Government will take a developmental action on a claim or will issue a recommended or final decision regarding an EEOICPA claim.

99.6% to 100% of the time. No more than 3 valid customer or DEEOIC staff complaints a quarter.

In-person and telephonic Accountability Reviews of Resource

Task 3 - Resource Center Office Visits & Telephone Calls:

5.3.1 Customer

Office Visits to Resource Centers

The contractor must maintain the appropriate level of staff and an appointment/scheduling process at each of the 11 stationary Resource Centers to ensure customers entering a Resource Center are assisted quickly and efficiently and are not subject to prolonged waits. Walk-in and scheduled in-office appointment wait times should not exceed 15 minutes.

98% to 100% of the time. No more than 3 valid customer or DEEOIC staff complaints a quarter.

In-person and telephonic

Satisfaction Feedback Document.

5.3.2 Telephone Calls

& Hold Times

Every attempt to immediately answer a phone call placed to one of the 11 stationary Resource Centers should made. If a caller needs to be placed on hold, telephone call hold times should not exceed 5 minutes.

Telephone call hold times are not to exceed 5 minutes 98% to 100% of the time.

No more than 3 valid customer or

5.3.3 Telephone

Messages

If a caller leaves a telephone message at one of the 11 stationary Resource Centers, the message is to be returned within the stated time frames.

Telephone messages to be answered: within 1 workday day 95% to 97% of time and within 2 workdays 98% to 100% of time.

Task 4 - Assistance to Terminal Claimants:

5.4.1 Terminal

Claimants Immediately assist DEEOIC staff processing claims for end-stage terminally ill EEOICPA claimants. Assistance to terminally ill EEOICPA claimants should not be delayed and should take precedence over any other task.

99.6% to 100% of the time. No more than 3 valid customer or

5.4.2 Identifying

Terminal Claimants

If an individual informs a Resource Center staff member that they are terminal, but the individual has either not yet filed a claim under the EEOICPA or the existing claimant’s case is not yet marked as terminal in the Government’s claim management system (currently the Energy Compensation System database). The Resource Center staff is to immediately inform the Government of the claimant’s verbal statement that they are terminal following the procedures given to them by the Government for reporting a claimant’s terminal status.

99.6% to 100% of the time. No more than 3 valid customer or

Centers.

5.4.3 Driving to

Terminal Claimant at Residence or Medical Care Facility

Assistance may include driving to a terminal claimant’s residence or medical care facility to assist them in-person with their EEOICPA claim. DEEOIC will inform the Resource Center staff if they need to drive to a terminal claimant’s residence or medical care facility to assist them in-person. Resource Center staff will only need to drive to the terminal claimant’s residence or medical care facility if it is located within 200 miles of a stationary Resource Center.

99.6% to 100% of the time. No more than 3 valid customer or DEEOIC staff complaints a quarter.

5.4.4 Transfer of a

Terminal Claimant’s Case Material

Immediately transfer a terminal claimant’s case material to DEEOIC. This may require Resource Center staff to send the case materials via same day or next day mail to DEEOIC or immediately upload documents into the Energy Document Portal (EDP), or immediately fax case materials to a DEEOIC District Office, Final Adjudication Branch, or National Office. DEEOIC staff direction is to be followed at all times in regards to the transferring of a terminal claimant’s case material to DEEOIC so as not to delay the processing of the claim.

99.6% to 100% of the time. No more than 3 valid customer or

Task 5 - Usage of Government Claims Management System:

5.5.1 Government

Claims Management System

DEEOIC uses a claims management system to track claims filed under the EEOICPA. Usage of DEEOIC’s claims management system is granted to Resource Center contractor staff. The current DEEOIC claims management system is the Energy Compensation System (ECS) database.

Usage of ECS is granted to Resource Center staff only to record claimant interaction and obtain claim status updates.

Claimant interaction is recorded in ECS Notes or the ECS Telephone Management System (TMS). DEEOIC National Office guidance regarding use of ECS, security of ECS, and what information should be uploaded into ECS by Resource Center contractor staff must be followed at all times.

In the future, DEEOIC’s claims management system may change from ECS to a new claims management system based on the needs of the Government. If DEEOIC’s claims management system changes in the future, all DEEOIC National Office guidance regarding Resource Center staff usage of the new claims management system, security of the new claims management system, and direction regarding what information should be uploaded into the new claims management system by Resource Center staff must be followed at all times.

Following Guidance for ECS: 97% to 99% of time

Centers.

5.5.2 Contractor

Telephone Entries into the Government Claims Management System

For existing EEOICPA claimants where a case exists in ECS, Resource Center contractors must record all telephone calls and voicemails received at the Resource Centers in the ECS TMS. Entries into ECS TMS are completed after the telephone call has finished or after the voicemail is received.

Records placed in ECS TMS at a minimum must include the name of the caller, the reason for their call, the information provided by the caller, and any action taken by the Resource Center contractor staff. In the future, the Government may require additional information to be added to records placed in ECS TMS. If additional information is needed the contractor must comply with the Government’s instructions.

Recording phone calls and voicemails in ECS TMS immediately after voicemail has been received or call is completed: 90 to 95% of time.

No more than 3 valid customer or DEEOIC staff complaints a quarter.

Random review of ECS entries.

In-person and telephonic

Centers

5.5.3 Contractor Note

Entries into the Government Claims Management System

For existing EEOICPA claimants where a case exists in ECS, Resource Center contractors must record all Resource Center office visits whether scheduled or unscheduled in ECS Notes. Entries into ECS Notes are completed after the office visit has finished.

Records placed in ECS Notes at a minimum must include the name of the person/persons visiting the Resource Center; the purpose of their office visit; the information provided to them; and any actions taken by the Resource Center contractor staff. In the future, the Government may require additional information to be added to records placed in ECS Notes. If additional information is needed the contractor must comply with the Government’s instructions.

Recording office visits in ECS Notes after office visit has finished: 90 to 95% of time.

No more than 3 valid customer or DEEOIC staff complaints a quarter.

Random review of ECS entries.

In-person and telephonic

Task 6 - Claim Intake

5.6.1 Claim Intake

and Assistance

The majority of all EEOICPA claim forms are filed directly with the Resource Center contractor staff. Resource Center contractor staff must assist individuals with the completion of their EEOICPA claim forms either in-person or telephonically.

There are two EEOICPA claim forms:

3) Employee’s Claim: Form EE-1

4) Survivor’s Claim: Form EE-2

Resource Center contractor staff must be able to identify which claim form an individual needs to complete.

In-person and telephonic assistance includes completing/preparing the claim for the claimant’s signature.

The claimant’s information is to be stated correctly on the claim form with no errors. All Government Regulations and Standard Operating Procedures must be implemented and followed when assisting in the completion of the claim form.

All guidance and time frames stated in the Federal EEOICPA Procedure Manual and provided by DEEOIC National Office must be followed. If at any time DEEOIC National Office requires that the timelines for submitting signed claim forms to the Government change, then the new timelines must be followed.

99% to 100% of time staff assists claimants’ with the completion of necessary claim forms either in-person or telephonically.

99% to 100% of time the claimant’s information is stated correctly on the claim form with no errors.

99% to 100% of operation and timeliness standards stated in the Federal EEOICPA Procedure Manual Chapter or provided by DEEOIC National Office are met.

5.6.2 Employment

History Form Intake

Resource Center contractor staff must assist claimants either in-person or telephonically with the completion of additional Government forms including:

- Employment History: Form EE-3

- Employment History Affidavit: Form EE-4

Resource Center staff will assist with the completion of these additional forms whenever necessary or requested by

DEEOIC.

These forms need to be completed correctly with no errors.

All Government Regulations and Standard Operating Procedures must be implemented and followed when completing necessary EEOICPA forms. Further, all guidance and time frames stated in the Federal EEOICPA Procedure Manual and provided by DEEOIC National Office must also be followed.

If at any time DEEOIC National Office requires that the timelines for submitting an additional form to the Government change, then the new timelines must be followed.

99% to 100% of time staff assists claimants’ with the completion of employment history forms, as necessary, either in-person or telephonically.

99% to 100% of the time these employment history forms are completed correctly with little to no errors.

stated in the Federal EEOICPA Procedure Manual Chapter or provided by DEEOIC National Office are met.

5.6.3 Additional

Forms

In the future, the Government may need the contractor staff to assist individuals with the completion of additional forms not listed in this PWS. If the Government requests the contractor assist a claimant with the completion of an additional form, the contractor will provide this assistance.

The form will be completed correctly with no errors. All Government Regulations and Standard Operating Procedures will be implemented and followed when completing the necessary form. Further all guidance and time frames stated in the Federal EEOICPA Procedure Manual and provided by DEEOIC National Office will be followed.

99% to 100% of time staff assists claimants’ with the completion of additional forms as necessary, either in-person or telephonically.

99% to 100% of the time these additional forms are completed correctly with little to no errors.

stated in the Federal EEOICPA Procedure Manual Chapter or provided by DEEOIC National Office are met.

Centers.

Task 7 - Occupational History Development:

5.7.1 Occupational

History Development

Resource Center contractor staff conduct initial occupational history development on Part E cases only regarding claims involving covered Part E employees or their eligible survivors. This is done in part by completion of the Occupational History Questionnaire (OHQ) interview. All guidance and time frames stated in the Federal EEOICPA Procedure Manual and provided by DEEOIC National Office must be followed.

99% to 100% of time staff assists claimants’ with Occupational History Development when necessary.

99% to 100% of time follow operation and timeliness standards stated in the Federal EEOICPA Procedure Manual and provided by DEEOIC National Office.

5.7.2 Occupational

History Questionnaire

(OHQ)

Interviews

Resource Center contractor staff complete OHQ interviews on Part E EEOICPA cases whenever necessary either in-person or telephonically following the guidance and time frames stated in the Federal EEOICPA Procedure Manual and provided by DEEOIC National Office.

Resource Center staff must adhere to DEEOIC’s developed script when conducting interviews. The Government may update the developed OHQ script at any time. The Government may also change the timeframes in which an OHQ needs to be completed and submitted to the Government at any time.

99% to 100% of time staff completes OHQ interviews when necessary.

99% to 100% of time operation and timeliness standards must be met.

Centers.

Task 8 - Explanation of Alternative Filing Option:

5.8.1 Alternative

Filing Option Resource Center staff will be required to explain to a non-covered Part E spouse or child of a deceased Department of Energy contractor employee or Radiation Exposure Compensation Act Section 5 uranium worker that he/she may submit a written request for an informal evaluation report from DEEOIC that will state whether the employee contracted a covered illness as a result of employment at a covered EEOICPA facility.

Resource Center staff may also transfer letters requesting an Alternative Filing Option to one of DEEOIC’s four District Offices on a claimant’s behalf and assist claimants with completing the letter when an individual has elected to request the Alternative Filing Option.

90% to 95% of time No more than 4 valid customer and

Task 9 - Providing Program Information to New Claimants:

5.9.1 Providing

Program Information to New Claimants

If an individual who has yet to file a claim under the EEOICPA calls or enters a Resource Center and requests information and/or guidance regarding either Part B or Part E of the EEOICPA, the Resource Center contractor staff will answer the individual’s questions.

Additionally, the Resource Center contractor staff will explain how the individual can file a claim under the EEOICPA, what the claim filing requirements are, and they will explain the benefits available under both Parts B and E of the EEOICPA. Guidance stated in the Federal EEOICPA Procedure Manual along with DEEOIC National Office guidance must be followed at all times.

99% to 100% of time No more than 4 valid customer and

Task 10 - Providing Case Status Updates to Existing EEOICPA Claimants:

5.10.1 Case Status

Updates – Existing Claimants

If an existing EEOICPA claimants calls or enters a Resource Center and requests an update on the status of their claim, the Resource Center staff will assist them.

Assistance includes looking up the existing claimant’s claim in DEEOIC’s claims management system, currently ECS, and the Office of Workers’ Compensation Programs Imaging System (OIS).

Assistance also includes, but is not limited to, explaining to the claimant program filing requirements, EEOICPA policies, and confirming whether or not documents submitted by the claimant were received by the Government.

However, if the existing claimant’s question is regarding an adjudicatory action taken by the Government, then the claimant’s question must be referred to a DEEOIC District Office, Final Adjudication Branch or National Office for response. Guidance stated in the Federal EEOICPA Procedure Manual and DEEOIC National Office guidance must be followed.

5.10.2 Energy

Imagining System

Resource Center staff are authorized to view electronic images of EEOICPA case files, along with DEEOIC’s claims management system, to provide claimants with status updates on their existing EEOICPA claims and answer their questions. However, if the claimant’s question is regarding an adjudicatory action taken by the Government (or if the claimant’s question falls outside the scope of this PWS) then the claimant’s question must be referred to a DEEOIC District Office, Final Adjudication Branch, or National Office for reply.

Currently, the Resource Center staff may view electronic images of EEOICPA case files via the Office of Workers’ Compensation Programs Imaging System (OIS). This is a web-based imaging system that allows authorized users to view electronic images of EEOICPA case file materials.

At no time may a Resource Center staff member print any information from OIS even if the printing request comes from an EEOICPA claimant. Additionally, Resource Center staff may under no circumstances attempt to take a computer screen shot from OIS.

Resource Center staff are not allowed to upload information (“bronze” information) into OIS or attempt to download information from OIS. Resource Center staff are not allowed to make entries into OIS. Resource Center staff may only view information in OIS. The majority of information contained in OIS is protected under the Privacy Act; therefore, all Personally Identifiable Information (PII) policies must be followed when using OIS.

DEEOIC National Office guidance regarding usage of OIS by Resource Center staff including policy, security, and PII guidelines must be followed at all times.

In the future, DEEOIC’s imaging system may change from OIS to a new imaging system based on the needs of the Government. If DEEOIC’s imaging system changes in the future, all DEEOIC National Office guidance regarding Resource Center staff usage of the new imaging system, 99.6% to 100% of time No more than 4 valid customer and security of the new imaging system, and direction regarding how Resource Center staff can use and obtain information from the new imaging system (including whether or not Resource Center may upload, delete, and/or print information from the new imaging system) must be followed at all times. Reference Technical Exhibit, 1, “5.10.1.”

5.10.3 Accessing the

Energy Imaging System

Resource Center staff are only allowed to access DEEOIC’s current imaging system, OIS, from a Government provided computer that contains a DOL image and security. If DEEOIC’s imaging system changes from OIS to a new imaging system in the future, all direction provided by National Office regarding how Resource Center staff are allowed access to the new imaging system must be followed.

Further, all security and privacy directives regarding any new DEEOIC imaging system must be followed.

99.6% to 100% of time. No more than 4 valid customer and

Centers.

Task 11 – The Energy Document Portal

5.11.1 Energy

Document Portal

Resource Center staff are granted access to the Energy Document Portal (EDP) to assist claimants by uploading their documents into the OWCP Imaging System (OIS).

DEEOIC National Office staff guidance regarding EDP usage by Resource Center staff, including all security and PII guidelines, must be followed at all times.

If DEEOIC’s document portal changes from EDP to a new document portal in the future all DEEOIC National Office staff guidance regarding Resource Center staff usage of the new portal must be followed. Additionally, all DEEOIC National Office staff guidance regarding security and PII guidelines for the new document portal must be followed.

99% to 100% of time. No more than 4 valid customer and

5.11.2 Energy

Document Portal – Document Upload

All documents uploaded into the Energy Document Portal must be less than 5 MB, less than 50 pages, and must be in a .pdf or tiff format. Further, some documentation submitted by claimants such as CDs medical reimbursement forms, and other forms/documents specified by DEEOIC may not be appropriate to save to the case file via the Energy Document Portal.

Guidance provided by DEEOIC National Office regarding what documents may be uploaded into the Energy Document Portal and what documents may not be uploaded into the Energy Document Portal must be followed at all times.

Guidance provided by DEEOIC National Office regarding where to mail/send documents not appropriate to save to the case file via the Energy Document Portal should also be followed at all times.

95% to 97% of time No more than 4 valid customer and

Centers.

5.11.3 Energy

Document Portal – Document Upload into the Correct Case File

Resource Center staff are required to upload documents into the correct claimant’s case file via the Energy Document Portal.

Centers.

Task 12 – Transferring Claim Forms to the Government Using the Energy Document Portal:

5.12.1 Transfer of

New Claim Forms – Accuracy of Energy Document Portal Usage

Resource Center staff scans and uploads all new signed date stamped claim forms and any additional documentation associated with the new signed claim form to the case file, via the Energy Document Portal, with a memorandum outlining all Resource Center staff activities completed to that point and the completed DEEOIC approved checklist.

Guidance stated in the Federal EEOICPA Procedure Manual must be followed along with any guidance provided by DEEOIC National Office staff.

5.12.2 Transfer of

New Claim Forms – Time Frame

From the time an EEOICPA signed claim form is received in the Resource Center either via mail or through an in-person appointment the Resource Center staff have two business days to scan and upload the new signed claim form and all additional documents to the case file, via the Energy Document Portal, with a memorandum outlining all Resource Center staff activities completed to that point and the completed DEEOIC approved checklist.

must be followed along with all guidance provided by DEEOIC National Office staff.

Within 2 business days 98% to 100% of time.

No more than 4 valid customer and

5.12.3 Transfer of

New Claim Forms – Verification of Receipt

Once the new signed claim form and all additional documents submitted with the new signed claim form have been transferred to DEEOIC via the Energy Document Portal, the Resource Center staff keeps a copy of the new signed claim form and all other documents submitted with the new signed claim form in the Resource Center in a locked file cabinet using all appropriate Government policies for Personally Identifiable Information to store the documents.

After 7 business days have passed, the Resource Center staff confirm via the Energy Claims Management System (currently ECS) that the new signed claim has been created.

If the new signed claim has been created in the Energy Claims Management System, the Resource Center staff implement all appropriate Government policies for Personally Identifiable Information to destroy their file copy of the new signed claim form and all additional supporting documentation submitted with the new signed claim form. If the new signed claim form has not been created in the Energy Claims Management System, the Resource Center staff notify the COR or the COR’s designated point of contact that the new signed claim form has not been created in Energy Claims Management System and then follow the additional instruction provided by the COR or the COR’s designated point of contact.

Within 7 business days 98% to 100% of time.

5.12.4 Energy

Document Portal – New Claim Form Upload

New EEOICPA claim forms (Form EE-1 & Form EE-2) are not to be associated with an existing claim in the Energy Document Portal regardless of whether or not the claim is being filed by a new claimant or by an existing claimant for a new condition.

Centers.

5.12.5 Energy

Document Portal – Category List

Resource Center staff associate and save the documents they are uploading into the case file into the correct category list found in the Energy Document Portal. DEEOIC will provide the category list as well as a cross match document that will identify the documents Resource Center staff may receive from claimants and the Energy Document Portal category the document should be associated with. The category list found in the Energy Document Portal may change based on DEEOIC’s needs. Further, the cross match document provided by DEEOIC will be a living document and will be updated as necessary by DEEOIC staff. DEEOIC National Office Guidance is to be followed at all times.

95% to 97% of time. No more than 4 valid customer and

Centers.

Task 13 – Transferring Occupational History Questionnaire (OHQ) Interviews to the Government Using the Energy Document Portal:

5.13.1 Transfer of

Occupational History Questionnaire

(OHQ)

Interviews - Accuracy of Energy Document Portal Usage

If an OHQ interview is completed after a Part E claim has been created in ECS, the Resource Center staff scans and uploads the completed OHQ Interview to the case file, via the Energy Document Portal along with the approved DEEOIC checklist. Guidance stated in the Federal EEOICPA Procedure Manual must be followed along with any guidance provided by DEEOIC National Office staff.

5.13.2 Transfer of

Occupational History Questionnaire

(OHQ)

Interviews – Time Frame

If an OHQ Interview is conducted in conjunction with an individual filing a new Part E claim form, the Resource Center staff have two business days after the OHQ interview is completed to scan and upload the completed OHQ Interview to the case file, via the Energy Document Portal, with the completed DEEOIC approved checklist (in most cases the completed OHQ interview will be submitted with the new signed claim form).

If an OHQ Interview is completed after a claim has been created in ECS, the Resource Center staff have two business days to scan and upload the completed OHQ Interview to the case file, via the Energy Document Portal, with the completed DEEOIC approved checklist.

DEEOIC National Office staff.

Within 2 business days 98% to 100% of time.

Centers.

Task 14 – Transferring Additional Forms and Supplemental Documentation to the Government Using the Energy Document Portal:

5.14.1 Transfer of

Additional Forms and Supplemental Documents – Accuracy of Energy Document Portal Usage

The Resource Center staff scan and upload any additional form and/or supplemental document submitted by a claimant in support of their EEOICPA claim to the case file, via the Energy Document Portal, with the DEEOIC approved checklist unless DEEOIC National Office staff has specifically stated that the form and/or supplemental document should not be scanned and uploaded into the case file, via the Energy Document Portal.

In cases where a form and/or supplemental document should not be scanned and uploaded into the case file, via the Energy Document Portal, DEEOIC National Office staff will instruct the Resource Center staff as to where the document should be mailed. Guidance stated in the Federal EEOICPA Procedure Manual must be followed along with any guidance provided by DEEOIC National Office staff.

98% to 100% of time. No more than 4 valid customer and

5.14.2 Transfer of

Additional Forms and Supplemental Documents – Time Frame

From the time the additional form and/or supplemental document is received by the Resource Center staff and date stamped if necessary, the Resource Center staff have two business days to scan and upload the additional form and/or supplemental document to the case file, via the Energy Document Portal, with the completed approved DEEOIC Checklist.

DEEOIC National Office staff.

Within 2 business days 98% to 100% of time.

Centers.

Task 15 – Contingency Plan for Transferring Documents to the Government:

5.15.1 Contingency

Plan for Transmitting Documents

If the Energy Document Portal malfunctions for any reason, after two consecutive days of malfunction, the COR will notify the Resource Center contractor on the third day to begin mailing documents to DEEOIC’s National Office, District Offices, Final Adjudication Branch, and/or Central Mail Room in London, Kentucky, per the COR’s and DEEOIC National Office direction. For example new claim forms may need to be mailed to DEEOIC’s Cleveland or Seattle district offices while supplemental documents may need to be mailed to the Central Mail Room. The COR and DEEOIC’s National Office will instruct Resource Center staff of where documents should be sent and how. Mail may be required to be sent same day or next day. DEEOIC National Office Guidance should be followed at all times.

93% to 95% of time No more than 4 valid customer and

Centers.

Task 16 – File Retention

5.16.1 File Retention Depending on the circumstances and the need for additional follow-up, Resource Center staff may need to retain or destroy file materials as necessary. Reference Physical Security as stated in Section 1.6.8.1 of this PWS, Information Technology System Security as stated in Section

1.6.10 of this PWS, and Privacy as stated in Section 1.6.11 of this PWS. Further, guidance stated in Federal EEOICPA Procedure Manual Resource Centers must be followed along with any instruction provided by the Government.

Task 17 – Outreach:

5.17.1 Outreach Conduct and coordinate outreach activities across the United

States to provide information to the public regarding the EEOICPA and solicit new claims. Outreach activities may include, but are not limited to, onsite presentations, staffing of booths at local community events, mass mailings of EEOICPA program information, placing of advertisements in newspapers, joint mailings with stakeholders such as unions, or any other activity deemed necessary by the Government.

All outreach activities must be approved by the Government.

Reference Part 5 Specific Tasks “5.17” for a description of the information to be contained in the “Monthly Projected Outreach Report” and the “Monthly Completed Outreach Report.”

Reference Technical Exhibit 2, “5.23.5” & “5.23.6”

Each stationary Resource Center must conduct 5 outreach activities a month (55 outreach activities in total).

Based on need, the Government may determine less or more than 5 outreach activities must take place at an individual Resource Center during a month.

DEEOIC will notify the contractor in writing when changes are needed. Once written notification is received the contractor must follow DEEOIC’s instruction/guidance regarding the outreach to be conducted that month.

Support for DEEOIC sponsored outreach will take precedent over any contractor planned outreach activity.

Submit 2 monthly outreach reports, the “Monthly Projected Outreach Report” and the “Monthly Completed Outreach Report” by the 15th of each month.

“Monthly Projected Outreach Report” and “Monthly Completed Outreach Report” may be no later than 1 business day late 90% of time.

Reports will be reviewed to determine that each Resource Center is conducting 5 outreach activities a month or as many outreach activities as needed based on DEEOIC instruction.

5.17.2 Logistical

Support for

DEEOIC

Outreach Activities

Provide logistical support for outreach events and conference calls both sponsored and attended by DEEOIC. Logistical support includes, but is not limited to, finding a venue to host the outreach event or obtaining a phone number for the conference call, scheduling the event, providing documents and other materials for the event, taking RSVPs for the event, and participating in the event. Outreach events needing logistical support include, but are not limited to, town hall meetings, traveling resource centers, conference calls, workshops and meetings. Reference Technical Exhibit, 1, “5.17.1.”

99% of time No more than 4 valid customer and

5.17.3 Satellite

Resource Centers

Schedule, conduct, and provide staffing for all current Satellite Resource Centers in designated locations unless DEEOIC informs the contractor in-writing there is no longer a need to conduct these Satellite Resource Centers. Current Satellite Resource Centers occur in Los Alamos, New Mexico; Albuquerque, New Mexico; and Portsmouth, Ohio.

Identify locations and the need for additional Satellite Resource Centers. Submit the “Report Identifying Needs for Additional Satellite Resource Centers” to DEEOIC quarterly

– September 1st, December 1st, March 1st, and June 1st.

If DEEOIC approves the need for additional Satellite Resource Centers, the contractor must find locations for the new Satellite Resource Centers and coordinate, schedule, and staff the new Satellite Resource Centers accordingly.

The contractor may include all scheduled and conducted Satellite Resource Centers as one of the five outreach activities each Resource Center must conduct each month (55 outreach events in total). Satellite Resource Centers are to be included in both the “Monthly Projected Outreach Report” and “Monthly Completed Outreach Report.”

Staff current Satellite Resource Centers in Los Alamos and Albuquerque, New Mexico, and Portsmouth, Ohio, 90% to 95% of time

Quarterly “Report Identifying Needs for Additional Satellite Resource Centers” to be late no more than 85% of time.

Report all Satellite Resource Centers on “Monthly Projected Outreach Report” and “Monthly Completed Outreach Report”

Submit the “Report Identifying Needs for Additional Satellite Resource Centers” to DEEOIC quarterly – September 1st, December 1st, March 1st, and June 1st.

5.17.4 Development of

Outreach Materials

Develop information packets and other outreach documents to assist potential and current EEOICPA claimants. All outreach materials developed must be approved by DEEOIC National Office before distribution to the public.

Develop materials as needed.

Must be approved by DEEOIC National Office before distribution to the public 99% of time.

Centers.

Task 18 – Research Support:

5.18.1 Research

Support The Contractor shall provide research support to DEEOIC regarding where to find potential EEOICPA claimant populations. Report must identify at least 20 new areas to find potential EEOICPA claimant populations for future outreach initiatives.

Report to be no later than 5 days late 85% to 90% of time.

Submit yearly report on research completed by the last day of each Fiscal Year.

5.18.2 Support

Contacts

Establish and maintain relationships with organizations from which claimant information must be solicited from such as local U.S. Department of Energy field elements, U.S.

Department of Energy site contractors, state and executive agencies, unions, and community organizations. Report must identify at least 2 new contacts made for each Resource Center.

Report to be no later than 5 days late 85% to 90% of time.

Submit report quarterly – by September 1st, December 1st, March 1st, and June 1st.

Task 19 – Medical Benefits Support:

5.19.1 Medical Bill

Payment Assistance

Answer questions and provide assistance to claimants and their medical and service providers to resolve payment issues relating to medical bills, travel reimbursement, medical provider enrollment, impairment billing issues, pharmacy and prescription reimbursement issues, Level 4 assistance, and coding problems.

99% to 100% of time In-person and telephonic per quarter.

5.19.2 Medical

Reimbursement

Explain and answer claimant and medical and service providers’ questions regarding medical reimbursement related to medical bill payment assistance. Provide assistance either in-person or telephonically to claimants and medical and service providers whenever necessary in completing Form OWCP-915: Claim for Medical Reimbursement or the new claim for medical reimbursement should Form OWCP-915 be updated in the future.

99% to 100% of time In-person and telephonic per quarter.

5.19.3 Travel

Reimbursement

Explain and answer claimant and medical and service providers’ questions regarding travel reimbursement as related to medical bill payment assistance. Provide assistance either in person or telephonically whenever necessary in completing Form OWCP-957: Medical Travel Request or the new medical travel request form should Form OWCP-957 be updated in the future.

99% to 100% of time In-person and telephonic

Task 20 – Safeguarding Personally Identifiable Information (PII)

5.20.1 Personally

Identifiable Information

Implement appropriate practices to safeguard the Personally Identifiable Information of claimants and prospective claimants in accordance with all Government policies.

Reference Physical Security as stated in Section 1.6.8.1 of this PWS, Information Technology System Security as stated in Section 1.6.8.10 of this PWS, and Privacy as stated in Section 1.6.8.11 of this PWS. Further, guidance stated in Federal EEOICPA Procedure Manual must be followed along with any instruction/direction provided by the Government.

97% to 100% of time. No more than 2 Personally Identifiable Information violations per Fiscal Year.

Task 22 – Maintain a Database That Includes All Resource Center Claim-Related Activities:

5.22.1 Management

Database

Maintain a database that includes all Resource Center claim-related activities. Government staff must be able to access this database electronically at any time from any location. If Government or DOL OCIO requirements change, the contractor will be responsible for ensuring the database is compliant with all Government rules and/or OCIO requirements.