Attachment_I-_IDIQ_PWS_SNAP_RSC.pdf

FOOD AND NUTRITION SERVICE (FNS) ON BEHALF OF

SUPPLEMENTAL NUTRITION ASSISTANCE PROGRAM (SNAP)

NATIONAL RETAILER SERVICE CENTER OPERATIONS

IDIQ PERFORMANCE WORK STATEMENT (PWS)

1.0 INTRODUCTION

The United States Department of Agriculture (USDA), Food and Nutrition Service (FNS), Supplemental Nutrition Assistance Program (SNAP), formerly known as the Food Stamp Program, seeks a contractor to provide a call center and support services for the SNAP Retailer and Recipient Service Center operations. . FNS performs a number of integrated services through the Retailer Service Center to support the retailer environment in the acceptance of EBT cards. These integrated services are the functional cornerstones that enable FNS to implement policy. FNS is interested in the continued development of the Retailer Service Center as a single point of contact for all retailer support activities. The overall objective of the Retailer Service Center is to provide superior customer call center service, achieve cost savings, leverage the best-suited call management software, reduce overhead cost, and maintain one centralized point of contact for retailer call tracking, data-intake, fulfillment, distribution, storage and printing-coordination.

2.0 BACKGROUND

2.1 Food and Nutrition Services (FNS)

FNS, formerly known as the Food and Consumer Service, administers the nutrition assistance programs of USDA. The mission of FNS is to provide children and needy families better access to food and a more healthful diet through its food assistance programs and comprehensive nutrition education efforts. FNS has elevated nutrition and nutrition education to a top priority in all its programs. In addition to providing access to nutritious food, FNS also works to empower program participants with knowledge of the link between diet and health.

The agency was established Aug. 8, 1969, but many of the food programs originated long before FNS existed as a separate agency. SNAP, now the cornerstone of USDA's nutrition assistance began in its modern form in 1961, but it had its origins in the Food Stamp Plan to help the needy in the 1930's. The National School Lunch Program also has its roots in Depression-era efforts to help low-income children. The Needy Family Program, which has evolved into the Food Distribution Program on Indian Reservations, was the primary means of food assistance during the Great Depression.

FNS works in partnership with the States in all its programs. States determine most administrative details regarding distribution of food benefits and eligibility of participants and FNS provides funding to cover most of the States' administrative costs.

The only exception is the retail grocery component of SNAP, which is directly administered by FNS. Retail grocery stores apply directly to FNS for approval and FNS is responsible for monitoring stores for compliance, as well as taking action against stores

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2.2 Supplemental Nutrition Assistance Program (SNAP)

SNAP is intended to help low-income individuals and families obtain a more nutritious diet by supplementing their income. Benefits are provided to SNAP participants by State Agencies in the form of electronic benefit transfer (EBT) cards, similar to a debit card, to purchase food for at home consumption. Benefit dollars are funded 100% by the federal government and FNS funds 50% of expenses incurred by the States to administer the Program. In Fiscal Year (FY) 2014, SNAP issued over $76 billion in benefits to 46 million program participants.

The retailer (e.g., grocery stores) participation in SNAP is the responsibility of FNS. FNS staff is responsible for authorizing retailer firms. These firms, once authorized, redeem SNAP benefits for the purchase of eligible food. The retailer authorization process involves an application approval process before benefit redemption can begin.

In FY 2014, there were over 260,000 stores and meal services authorized to participate in the program (over the past five fiscal years, the number of authorized firms increased by 20 percent).

2.3 SNAP Retailer Call Management - Current Environment

Retailers may not legally accept SNAP benefits without FNS authorization. Retailers who apply for authorization do so by applying online at http://www.fns.usda.gov/snap/retailers- 0 or by calling to request a paper application.

As a support service to active and potential retailers in SNAP, call management operations teams are currently located in the Washington, DC Metropolitan Area. The existing call management operations team utilizes private space and is staffed by contracted personnel.

The goal is to improve customer service by providing retailers a single point of contact for retailer application requests and general assistance. Retailers contact the SNAP Retail Service Center to do the following:

Application Requests: Retailers who wish to apply to accept SNAP benefits via a paper application call the SNAP Retail Service Center. Operators collect name, store, and mailing information. Over 95% of applications are submitted online, and paper applications are only allowed in very limited circumstances. FNS will provide the contractor with the criteria under which a paper application can be sent to an applicant.

It is FNS’ goal to continue to ensure the majority of applications are submitted via the online system.

Online Store Application Support: FNS offers an online store application (OSA) and encourages retail grocery store owners to apply online first, reserving the paper FNS- 252 application only for those that have a valid need to opt out of the online process.

OSA includes a help feature that, in addition to providing guidance, instructs the public to contact the SNAP Retail Service Center for assistance in navigating or completing the http://www.fns.usda.gov/snap/retailers-0 http://www.fns.usda.gov/snap/retailers-0 application. FNS has a written script for call management operations staff to use in answering questions on how to complete and navigate the online store application.

FNS has the capability to allow operators to log in and review what the caller is filling out in real time. Operators may only advise retailers what the question is asking and cannot provide any answers to the retailers for legal purposes. OSA is publicly accessible from SNAP’s web site at http://www.fns.usda.gov/snap for potential bidders to see how it works.

SNAP Reauthorization Support: FNS reauthorizes participating retailers at least once every five years. A reauthorization may involve an application, store visit, or both.

The reauthorization is conducted by FNS personnel to ensure that each authorized store continues to meet program eligibility requirements and remains under the same ownership. FNS also utilizes the reauthorization process to update Agency records on store sales information, inventory, and general store characteristics (such as telephone number or hours of operation). FNS reauthorizes approximately 15,000 stores annually by utilizing the online reauthorization application (ORA). FNS’s STARS system produces a series of bulk mail letters sent by the SNAP Retailer Service Center team to:

• Inform retailers that their license is up for reauthorization;

• Provide retailers with log on information to reauthorize online;

• And issue a final notice to retailers who did not respond to previous mailing;

Retailers who elect to use the online reauthorization application may utilize a help feature that, in addition to providing guidance, instructs the public to contact the call management operations team for assistance in navigating or completing the reauthorization application. FNS has written scripts for call management operations staff to use in answering questions on how to complete and navigate the online reauthorization application.

FNS does not utilize a remote desktop option for operators to log in and review what the caller is filling out in real time. FNS provides the operators with screen shots and a script that covers the reauthorization process and explanation for what should be entered by the retailer for each question. Operators may only advise retailers what the question is asking and cannot provide any answers to the retailers for legal purposes.

ORA is accessible from SNAP’s web site at https://stars.fns.usda.gov/ora/Login.action; however, access is controlled by a single-use login credential, issued by FNS to each store up for reauthorization, that uses a 16 digit customer service number and password.

Throughout the reauthorization process, the contractor will be expected to have a system in place to call all retailers who haven’t yet submitted their data via ORA. These calls are currently being handled by a system capable of placing automated “robo” calls.

There are typically two separate ORA cycles per fiscal year during which robo calls are completed 3-4 times a week for approximately 8 weeks at a time. The contractor will be http://www.fns.usda.gov/snap https://stars.fns.usda.gov/ora/Login.action responsible for placing these calls using a list of contact numbers provided by FNS.

Returned Mail Data Entry: Call management operation operators enter all returned mail into FNS’s STARS system. The system pulls this data into a returned mail report which is utilized by the FNS offices to identify bad store addresses.

Provide Additional Retailer Publications: Retailers who wish to obtain additional publications, such as a poster or decal informing the public they welcome SNAP benefits, contact the retailer call management operations team. The team verifies that the store is approved and mails out additional publications.

Data-Intake: SNAP Retail Service Center Operators will also be occasionally required to enter data from retailer applications into the STARS system, periodically box-up the paper copies of the applications and ship them to a location to be designated by FNS.

In addition to the application itself, shown in Appendix C, applicants are required to mail in supporting documentation to complete their application. These include one business license for the retail store, a copy of a picture ID for any owner (typically a driver’s license), and a copy of a social security card for any owner. Operators enter the date received for each document in FNS’s STARS system.

2.3.1 Calls in English & Spanish

The SNAP Retail Service Center currently supports both English and Spanish calls.

2.3.2 Call Management Operations Scripts

The call management operations team utilizes approved FNS scripts. These scripts are subject to change periodically for various reasons including, but not limited to, changes to policy, procedure and program funding.

2.3.3 Call Management Operations Statistics

The call management operations team handles calls from Monday - Friday from 7:00 am to 10:00 pm EST except for Federal holidays. The SNAP Retail Service Center receives approximately 18,000 calls per month of which 20% are Spanish callers.

It is estimated that the SNAP Retail Service Center conducts about 55,000 outbound robo calls, per month, to support the SNAP reauthorization project identified in Section

2.3 above. Outbound calls are made to each retailer who has failed to respond to any reminder letter, just prior to when the printing team mails out the final withdrawal letter.

Outbound robo calls start after reauthorization notice is mailed out and continue until the day before stores are scheduled to be withdrawn. Additionally, robo calls may be needed on an ad hoc basis for special projects. For example, the SNAP Retail Service Center conducted a project to call a subset of approximately 120,000 retailers due to Program changes resulting from the 2014 Farm Bill.

2.3.4 Call Management Operations – Confidentiality Issues

SNAP maintains strict confidentiality policies and procedures regarding retailer personal and business information, such as store sales. Therefore it is important that the call management operation adheres to strict confidentiality clauses.

All contractors who service call management operations must have the capabilities to record and maintain confidential program information. These capabilities could include, but are not limited to, up to date security technology, a method for purging record level data within 30 days, assurances that SNAP data is not used to populate any other company database nor sold to a third party, company policy and employee security and background procedures.

2.4 SNAP – Retailer: Data-Intake, Fulfillment, Distribution, Storage and Printing- Coordination- Current Environment

The SNAP Retailer Service Center mails SNAP retailer application packages, SNAP retailer authorization kits, retailer notices, and a series of dynamic letters. The dynamic letters are generated in a PDF format from STARS. The only FNS publications that require storage are those contained in the SNAP Retailer Authorization Kit and are ordered by FNS through the Government Printing Office (GPO) and stored within the facility. All SNAP documents (retailer kits, applications, decals, or DVD’s) containing a federal OMB number must be printed by a federally recognized printing office. GPO authority stipulates that there is a maximum of 25,000 pieces, in the aggregate, per year. Therefore the 25,000 figure is for pages times number of copies (i.e., 5 pages printed 5,000 times each equals the 25,000 unit limit, in aggregate). FNS manages the printing order process and arranges for the materials to be delivered to the retailer service center.

There are two ways retailers may submit an application:

• FNS’ public Web site (must obtain a Level 1 USDA eAuthentication account)

• Contact the SNAP Retail Service Center

Please note applications for chain stores (FNS-252-C) are fulfilled directly by FNS Offices and are not currently the responsibility of the SNAP Retail Service Center.

SNAP Retailer Application Package:

FNS has six types of applications for grocery stores and meal services that wish to accept SNAP benefits at their business. The six general application types are listed below.

Applications Handled by the SNAP Retailer Service Center:

• FNS-252: Application for Stores paper form, English.

• FNS-252-S: Application for Stores paper form, Spanish.

• FNS-252-2: Meal Service Application for Stores. Only a paper version exists.

Meal services generally consist of 13 different types and represent approximately

1 percent of all applications.

• FNS-252-FE: Electronic Application for Farmers Markets

Applications Not Handled by the SNAP Retail Service Center:

• FNS-252-C: Chain Store Application. This is an excel spreadsheet that is used only by major centralized chain store operations approved by FNS to use this abbreviated form

• FNS-252-E: Electronic Application for Stores (online version of FNS- 252 is accessible from the public web at http://www.fns.usda.gov/snap).

In FY 2014, 1,000 paper applications were printed and mailed to requestors contacting the SNAP Retail Service Center; of which, 90% were the English FNS-252, 1% were the Spanish FNS-252-S and 9% were for FNS-252-2 Meal Service Application for Stores.

The FNS-252 or FNS-252-S application package consists of:

1 Retailer Application Cover Letter: 2 pages, black/white letterhead.

2 FNS-252 Application: 8 pages including instructions, black/white, and no customization, single sided.

3 Application Checklist: 1 page, black/white, no customization 4 Store Eligibility Criteria: 1 page, black/white, no customization.

The FNS-252-2 application package consists of:

1 Meal Service Application Cover Letter: 1 page, black/white letterhead.

2 FNS-252-2 Application: 7 pages including instructions, black/white, and no customization, single sided.

SNAP Retailer Authorization Kit:

FNS has only one type of authorization kit for grocery stores and meal services that are approved to accept SNAP benefits at their business, regardless of the type of application submitted. The printing/mailing operation runs a report daily from FNS’s STARS system, usually first thing in the morning, to pull a list of the name and address of all stores and meal services authorized the preceding day by FNS staff. The staff then assembles a standardized authorization kit which is mailed to all retailers, with the exception of stores authorized via a FNS-252-C, which are not mailed kits. In FY 2014, FNS mailed just under 40,000 authorization kits.

The SNAP Retailer Authorization Kit consists of:

1. Approved Retailer Cover Letter, 2 pages, black/white.

2. SNAP Training Guide for Retailers. The guide is available in English and Spanish, and is offered online at http://www.fns.usda.gov/snap/retailers-store-training-information. English is provided by default unless the retailer specifies otherwise.

3. SNAP Training Video DVD. The DVD is available for streaming at http://www.fns.usda.gov/snap/retailers-store-training-information and is offered in http://www.fns.usda.gov/snap http://www.fns.usda.gov/snap/retailers-store-training-information http://www.fns.usda.gov/snap/retailers-store-training-information http://www.fns.usda.gov/snap/retailers-store-training-information

English or Spanish. English is provided by default unless the retailer specifies otherwise.

4. EBT Fact Sheet, 1 page, color, standardized

5. List of WIC State Contacts, 1 page, black/white

6. FNS-240 Report SNAP Abuse Poster, 1 page, color, heavy paper stock, glossy.

7. FNS-136 Penalties and EBT Do’s & Don’ts, double sided, 1 page, color, heavy paper stock, glossy.

8. FNS-132 We Welcome SNAP Benefits Poster, 1 page, color, heavy paper stock, glossy, English or Spanish.

9. FNS-132 We Welcome SNAP Benefits Decal, adhesive sticker, color.

10. FNS-110 Using SNAP Benefits Poster, 1 page, color, heavy paper stock, glossy.

11. FNS Authorization Permit (Report 210-L), generated by STARS, 1 page, black/white

SNAP Retailer Notices:

Historically, SNAP sent out retailer notices to authorized retailers nationally or regionally (by State or County or at some other aggregation level) advising them of important Program news, legislation, or disaster-related activities. FNS does not have a schedule for such notices and instead sends them as the need arises. Notices mailed out in FY 2014 were typically one page, black/white standardized form letters. There is no customization on the letter as the notices are all addressed to a generic, Dear Retailer. Notices use letterhead to be provided by FNS. Other retailer notices are one page, black/white letters/informational notices.

SNAP Reauthorization Letters:

The letters that accompany the reauthorization process consist of an initial instruction letter on how to reauthorize. There were approximately 15,000 in FY 2014. The withdrawal letter is then sent to those that fail to respond to the reminder letter, approximately 4,000 in FY 2014.

SNAP Authorization Letters:

The letters accompanying the data intake process support the current environment as described in Section 2.3. FNS strongly encourages the use of the online store application by which an email address is captured. STARS automatically notifies applicants of documents as they are received or completes applications via email through a nightly batch job.

However, for applicants who apply via a paper application, those are entered by data intake staff. A file is generated in order to merge with a standard letter that is mailed to applicants informing them that their application is complete, or what documents are still missing from their file. FNS estimates approximately 41,500 application letters are printed and mailed annually.

Document Processing:

The SNAP Retail Service Center receives approximately 800 pieces of mail on a weekly basis. Currently the mail is opened, reviewed and receipt of documents is entered in STARS. Once that is complete, a paper file is created for the retailer and stored in locked file cabinets at the facility until it is archived or requested by an FNS Office. When a file is requested by FNS staff, it is double-wrapped prior to shipment via UPS. On average, 150 such file requests are sent from FNS to the service center every week. FNS is currently implementing a scanning and electronic storage solution which it expects to be available in Summer/Fall 2015. Once that system is available, paper files will need to continue to be maintained for a TBD period of time to ensure the documents made it into the electronic filing system.

SNAP Recipient Call Center:

The call-management operations team will be responsible for handling calls from potential and current SNAP participants as well as individuals who want to learn more about SNAP eligibility requirements and benefits. The team will also mail information packets per callers’ request, maintain an adequate inventory of the printed materials mailed to callers, and request these materials in a timely manner, such that on-site inventory is not fully depleted. The support services also include data collection capabilities in order to capture, monitor, and report on support services performed as well as call parameters and metrics

Potential and current SNAP recipients contact the SNAP Recipient Call Center for the following:

• To learn more about SNAP eligibility requirements and benefits.

• Contact number for local SNAP office

• Request information packets about SNAP to be mailed to callers.

Through a warehouse, FNS provides the service center with printed material designed for potential program recipients. The recipient service center maintains an adequate inventory of these publications to have available for mailing and requests the materials from FNS in amounts and within timeframes such that they do not exhaust current inventory. The service center prepares and mails callers packets of the printed materials in various combinations depending on the callers’ needs and interests. The printed materials include:

1. English Brochures (FNS-313)

2. Spanish Brochures (FNS-313-S)

3. Benefits/Income Eligibility Inserts (FNS-313 Insert)

4. English/Spanish Retail Locator

5. English 5 Easy Steps (FNS-428)

6. Spanish 5 Easy Steps (FNS-428-S)

3.0 SCOPE

The contractor shall provide Retailer and Recipient Service Center Support Services to include, but limited to the following:

• Call Management, Data-Intake, Fulfillment, and Distribution, Storage and Printing Coordination services and operations for the retailer and recipient side of the SNAP Program.

• Facility and equipment.

• Live call coverage in all US time zones (Eastern, Central, Mountain, and Pacific) and to all 48 contiguous states as well as Alaska and Hawaii (i.e. 7 AM-10PM EST).

• Coordinate the scanning of documents received at the service center.

• Equipment used mailing system which supports the FNS provided postage meter.

• Customer service activities (in-bound and out-bound), disaster plan for customer service, crisis management, tier one help-desk support and printing, mailing, and storage of all SNAP retailer authorization kits, notices, posters, decals, and DVD’s, and miscellaneous SNAP literature.

• Comprehensive reporting metrics and analysis capabilities – monitoring call parameters (call duration, dropped calls, etc.), and provide SNAP retail stakeholders with statistical data to improve efficiencies and overall quality of program services.

4.0 APPLICABLE DIRECTIVES

Will be provided at the Task Order level if applicable.

5.0 GOVERNMENT FURNISHED EQUIPMENT

Postage Meter

• FNS will pay for postage by providing a mail meter - Pitney Bowes 1D05. Rental fees/maintenance will also be paid by FNS.

6.0 PERFORMANCE REQUIREMENT SUMMARY

To be determined at Task Order level.

7.0 DELIVERABLES

The required deliverables shall be specified at the Task Order level.

8.0 PLACE OF PERFORMANCE

The contractor site. The contractor site must be within a 60 mile radius from FNS Headquarters, 3101 Park Center Drive, Alexandria VA 22302.

9.0 PERFORMANCE REQUIREMENT SUMMARY

The required performance requirements shall be specified at the Task Order level.

Appendix A: Detailed Description of the Current Environment

The following Call Management/Date-Intake/Fulfillment/Distribution/Storage/Printing Coordination Statistics and Information are based on limited historical data as well as Government best estimates of the current operating environments. These statistics and processes are for information purposes only and are subject to change.

Data Category Statistics

Number of Inbound Calls Retailers: Approximately 220,000 (20% of them in Spanish) annually.

Recipients: Approximately 50,000 (10% of them in Spanish) annually.

Hours of operation are Monday - Friday from 7am - 10pm EST except on Federal Holidays.

Number of Outbound Calls Approximately 30,000 (20% of them in Spanish) annually

Average length of call Retailers: The average length for general assistance calls is

7.5 to 10 minutes. FNS estimates that approximately 50% of inbound calls are retailers inquiring on the status of an application.

Recipients: The average length for calls is 2 minutes.

Change process for scripts SNAP utilizes a CCB (Change Control Board) to review and approve script changes.

Frequency of script changes Generally script changes do not happen more than once or twice a year. If there is a disaster, emergency changes may occur.

Types of scripts 3 current scripts consist of 1 script for answering calls concerning SNAP eligibility and general program questions and 2 scripts for answering the two following types of general assistance calls: (1) retail store owners requesting assistance in completing an online store application, (2) retail store owners requesting assistance in completing an online reauthorization application.

Type of questions being asked by the caller (Examples)

Retailer:

• How do I apply online?

• What is the status of my application?

• Can you help me complete an online store application?

• Can you help me register for a UDSA eAuthentication account so I can submit an application online?

• How do I get EBT equipment?

• How do I complete my reauthorization?

• I need to report changes for my store (e.g. new owners, different phone number, store is closing).

• What is my FNS Number?

• How do I call to report fraud?

• Can you send me new posters?

• Other General Questions.

Recipient:

• Can you send me information about SNAP?

• Am I eligible for SNAP?

• Are students eligible for SNAP?

• My benefits have changed; can you help me?

• Other General Questions

Service Levels Required for Call Management

All calls to be handled by Service Level 1. Any escalated (to supervisor or manager) calls will be Service Level 2. Level 2 calls are rare.

Required Hours of Operation Recipient and Retailer: M-F live coverage from 7 am to 10pm EST excluding Federal Holidays

Will confidentiality statements (Non- Disclosure Agreements) need to be signed by call management operators?

Yes. Data intake involves the receipt and handling of confidential information covered by the Privacy Act of 1974 (social security number, employer identification number).

Type of data currently sent to the contractor

The printing facility uses software to accept batch XML files from FNS’s STARS database to print batch authorization/reauthorization letters, retailer notices, and mailing lists for application requests. All files are exchanged via a nightly batch, containing all activity from the previous day, for printing and mailing on the next business day.

Additional requirements related to capabilities and reporting for Call management

Improved report(s) capability, particularly on call time, track types of questions asked, time took to mail packet, # dropped calls before operator answers, avg. length of calls, peak call times.

Data entry requirements FNS receives approximately 1,000 FNS-252 paper applications per year, as shown in Appendix C. Agency records estimate that each application currently requires 10 minutes to complete the data entry, per application, into FNS’s STARS system. Applications completed online by retailers do require some data entry estimated at 3 minutes per application.

Processing Requirements The SNAP Retail Service Center receives approximately 800 pieces of mail on a weekly basis. Those documents are reviewed, their receipt is entered in STARS and a paper file created. Beginning in Summer/Fall 2015 these documents will also be scanned into FNS’s electronic file system which is currently under development.

On average 150 paper files are sent from the service center to FNS staff every week. That number will go down drastically once documents are scanned.

Volume of mailings Retailer:

• 1,000 – Applications

• 35,000 - Authorization Kits

• 750,000 – Notices (approximate number)

• 41,000 – Letters

(All mailings in English with exception of 300 Spanish Authorization Kits)

Recipient:

• 10,000 SNAP Recipient packets

Returned mail requirements Reported to FNS via a report and destroyed. Publications from authorization kits (posters) are pulled out to save money.

Metered Shipping Requirements Government will provide vendor with meter account number.

Vendor will track postage & must submit monthly detail report.

Storage Requirements Proposing 40x40 (800 sq. ft.) but this is only a generalized estimation. Overall Government would like to limit storage needs and costs.

Types of material that are printed and distributed

SNAP Retailer Application Package SNAP Retailer Authorization Kit SNAP Retailer Notices SNAP Letters

Number of pages/pieces in each packet SNAP Retailer Application Package - 12-15 pages

SNAP Retailer Authorization Kit - 10 pages + (Training Guide - 27 2 sided pages;

1-DVD; 1-Decal; 3- 8.5x11 Posters)

SNAP Retailer Notices - 1 page SNAP Letters - 1 page

SNAP Recipient Package - 5 pages

Appendix B: FNS-252 Application for Stores

Please see below for a copy of the FNS-252 Application for Stores that intake personnel may enter into the STARS system:

Appendix C: FNS-252- 2 Application for Meal Services

Please see below for a copy of the FNS-252-2 Application for Meal Service that intake personnel may enter into the STARS system:

Appendix D: FNS-252-C Chain Store Applications