Draft_CBRIT_PWS.pdf

Performance Work Statement (PWS)

Home Equity Conversion Mortgage (HECM)

Client Budget and Resource Identity Tool

Vision Statement

1 General Information

1.1 Introduction

1.2 Background

1.3 Constraints

1.4 Description of Services

1.5 Non-Personal Services

1.6 Period of Performance

1.7 Place of Performance

1.8 Hours of Operation………………………………………………………………………………...6

1.9 Special Qualifications

1.10 Post Award/Kickoff Conference

1.11 Status Meetings

1.12 Contractor Travel

1.13 Transition In

1.14 Transition Out

2 Definitions and Acronyms

2.1 Definitions

2.2 Acronyms

3 Government-Furnished Property and Services

3.1 Government Services

3.2 Facilities

3.3 Equipment

3.4 Materials

3.5 Quality Assurance (QA)

4 Contractor-Furnished Items and Services

4.1 Facilities

4.2 Equipment

4.3 Material

4.4 Contractor Responsibilities

4.5 Contractor Personnel

4.6 Identification of Contractor Employees

4.7 Quality Control

4.7.1 Quality Control Plan

5 Specific Tasks

5.1 Client Budget and Resource Identity Online Tool

6 Deliverables

6.1 Quality Control Plan

6.2 Acceptance Criteria

7 Performance Requirements Summary

8 Related Documents ....................................................................................................................... NA

Performance Work Statement (PWS)

Vision Statement

The Contractor shall provide, administer, and maintain an existing HECM Client Budget and Resource

Identity (CBRIT) online interview tool with secure access that is 508-compliant. The Online Tool shall provide HECM roster counselors with a clients’ existing financial means, current life circumstance and lifestyle, past and ongoing health related challenges, and generate a household budget. The Online Tool shall also provide a listing of Federal, State, and Local resources available to the client at all income levels. The resource portion of the tool shall indicate how and where to apply for the identified resources, contact information, and include weblinks where they are available. The Online Tool shall be available in both English and Spanish.

1 General Information

1.1 Introduction

The purpose of this contract is to provide an existing HECM Client Budget and Resource Identity Tool

(CBRIT) Online Tool for HECM roster counselors with secure online access. The Online Tools shall be

508-compliant. The Online Tools shall provide HECM counselors with specific information on a senior client's financial and living circumstances to provide a thorough counseling session. It shall link to other

HECM counselor HUD designated required Online Tools, currently the Reverse Mortgage Analyst online tool provided by Ibis Software solutions or any subsequent HUD designated HECM loan calculation online tools.

This is a non-personal services contract to provide support services for an existing online HECM Client

Budget and Resource Identity Tool (CBRIT). The Government will not exercise any supervision or control over the contract service provider(s) performing the services herein.

1.2 Background

The Office of Housing Counseling (OHC) is responsible for the administration and oversight of the

Department of Housing and Urban Development’s (HUD) Housing Counseling Program. Section 255 of the National Housing Act (12 U.S.C. 1715z-20) (NHA) authorized HUD to insure reverse mortgages, referred to as Home Equity Conversion Mortgages (HECMs), which can be used by senior homeowners, age 62 and older, to convert the equity in their homes to monthly streams of income or a line of credit to be accessed as needed. This is a service contract to provide tasks in support of housing counseling for senior homeowners age 62 or older who are considering, or have received, a HUD insured HECM mortgage.

The tasks outlined in this service contract are critical to HUD and the HECM counseling networks.

They are critical tools for ensuring that the HECM clients have a clear understanding of their individual financial situation and whether a HECM loan is the best way to address their needs. All HUD approved counseling agencies and counselors who provide HECM counseling are required to provide each HECM counseling client a budget and resource analysis. The resource component of the analysis is required for all clients who are 200% or below of the federal poverty level and available to any other client. The resource analysis identifies other resources available to the client that they may be eligible for to address their needs. The client individual financial circumstances assist counselors in providing budgeting guidance and assistance. This is required by HUD’s counseling Handbook 7610.1 REV-5, appendix 4

HECM protocol, and page 150 of attachment B-12.

The work under this service contract is for the provision of an existing Online Tool for budgeting and current lifestyle interviews.

1.3 Constraints

The work of this contract shall adhere to the rules, regulations, laws, and standards specified by HUD; the

Federal government; Section 106 of the Housing and Urban Development Act of 1968 (12 U.S.C.1701x);

the Housing Counseling Program.

o Office of Housing Counseling Website:

https://www.hudexchange.info/programs/housing-counseling/ o HUD Housing Counseling handbook:

http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/hudclips/hand books/hsgh/7610.1 o HUD HECM Regulation:

https://www.gpo.gov/fdsys/browse/collectionCfr.action?collectionCode=CFR&searchPa th=Title+24%2FSubtitle+B%2FChapter+II%2FSubchapter+B%2FPart+206&oldPath=Ti tle+24%2FSubtitle+B%2FChapter+II%2FSubchapter+B&isCollapsed=true&selectedYea rFrom=2010&ycord=1296

HUD counseling regulations: http://www.gpo.gov/fdsys/pkg/CFR-2010-title24-vol2/xml/CFR-2010-title24-vol2-part214.xml

1.4 Description of Services

The Office of the Deputy Assistant Secretary of Housing Counseling (OHC) provides oversight and monitoring of HUD participating housing counseling agencies. The Contractor shall perform to the standards of this contract. In accordance with the requirements defined in this Performance Work

Statement, the Contractor shall provide services for the ongoing administration, and maintenances of the existing CBRIT Online Tool

The Online Tool ensures that the quality of HECM counseling is maintained, and that consumers are armed with the necessary information to make critical and important decisions regarding a reverse mortgage. The Online Tool shall track both individual counselor activity and activity by counseling agency. The Online Tool shall link to other HECM counseling HUD designated Online Tools, currently

Reverse Mortgage Analyst provided by Ibis Software Solutions. The Online Tool shall be consistent with the most current HECM program requirements.

It shall include Monthly Reports that analyze trends in usage by counselor and agency. On a quarterly basis, the Contractor shall provide in the Monthly Report to the COR the recommendations for modifications and improvements based on HUD changes to the HECM program. The Contractor shall ensure that they have adequate expertise and staffing available for technical assistance as needed. The contractor shall provide the following reports:

• Project Management Plan and updates as needed

• Quality Control Plan, and updates as needed

• Monthly Status Reports

• Quarterly analysis and recommendations in the Quarterly Monthly Report

Agenda and Minutes of all Meetings

1.5 Non-Personal Services

The Government will neither supervise Contractor employees nor control the method by which the

Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual Contractor employees. It shall be the responsibility of the

Contractor to manage its employees and to guard against any actions that are of the nature of personal services or give the perception of personal services.

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

Government functions. All decisions relative to programs supported by the Contactor shall be the sole responsibility of the Government.

1.6 Period of Performance

The Period of Performance shall be for one Base Period of 12 months and four twelve-month Option

Periods.

1.7 Place of Performance

The services to be performed under this contract shall be performed at the Contractor’s facility.

1.8 Hours of Operation

The Contractor is responsible for providing services between the hours of 8:30AM to 5:00PM Monday thru Friday except for Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closing, or similar Government directed facility closings. Weekly hours shall not exceed a forty (40) hour work week and a typical work day shall be 8 hours each day Monday through

Friday. The Government reserves the right to change hours of operation or restrict contractor access.

Work outside of these daily hours is prohibited without Contracting Officer approval. Government agencies will not be available during scheduled holidays, inclement weather, weekends, and after duty hours.

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

1.9 Special Qualifications

The Contractor shall provide adequate qualified personnel always for the duration of the Contract period of performance. All changes in key personnel shall be reported to and approved by the Contracting

Officer prior to the new key personnel assuming the duties of the position. The Contractor shall provide the Contracting Officer with the resume(s) of the potential new key personnel for approval of the key personnel.

The Contractor shall provide its own subject matter experts and place minimal reliance of FHA staff. This staff shall include subject matter experts in financial analysis, web-based program maintenances and development, HECM general program experts with knowledge of underwriting and servicing, and HECM counseling expertise. Further, the Contractor shall provide the name of the designated manager and project manager to the Contracting Officer. The project manager shall be responsible for the performance of the work. The names of all key personnel and alternates who shall act for the Contractor when the manager is absent shall be designated, in writing, to the Contracting Officer.

The Contractor, shall recruit, hire, train and supervise qualified employees. Individuals who are subject to any Federal suspension or debarment, or subject to a HUD-imposed limited Denial of Participation or have been convicted of a felony do not qualify. The Contracting Officer reserves the right to restrict the assignment of any individual as an employee under the Contract or any subcontracts for any reasonable cause.

The Contractor staff and subcontractors shall never indicate that they represent HUD but shall ensure they convey that they are under this Contract with HUD and are working on HUD’s behalf.

The Contractor shall furnish all necessary technical and clerical services, equipment, materials and supplies, facilities, personnel, and supervision needed to accomplish the requirements specified in this

Contract.

All data collected shall be considered in its entirety as the property of HUD and shall be transferred to the

COR upon termination of the Contract in a format compatible with HUD’s existing database’s.

1.10 Post Award/Kickoff Conference

The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The Government intends to convene a Post

Award Conference with the Contractor within ten business days after contract award. The Contracting

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

1.11 Status Meetings

The Contracting Officer, Contracting Officers Representative (COR) and other Government personnel, as appropriate may meet periodically with the Contractor to also review Contractor’s performance, requirement status, etc. At these meetings, the Contracting Officer will apprise the Contractor of how the

Government views the Contractor's performance or progress of the requirement. The Contractor shall apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. Post Award

Conference and subsequent meetings may be held via teleconference. The Contractor shall take Minutes of all meetings without any additional cost to the Government. The Minutes shall be provided within 3 business days to the COR for approval.

1.12 Contractor Travel

HUD will not reimburse Contractor’s local travel. Local travel is defined as travel within 50 miles of

Washington, DC for the meetings with HUD Office of Housing Counseling and HUD contracting personnel on an as-needed basis. It is not expected that this will be required often or, but it may be necessary on an intermittent basis

1.13 Transition In

As a successor, the Contractor shall have personnel on board and the existing Online Tool fully operational, during the sixty (60) day phase in period to ensure a smooth transition with the incumbent

Contractor. Having the Online Tool fully operational is necessary to notify all HECM counselors and agencies of the change, to ensure training and Online Tool access prior to it being launched.

The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to a program is minimized. During the phase in period, the Contractor shall become familiar with the requirements to commence full performance of services on the contract start date. Phase in is not required if the successor Contractor is the incumbent Contractor.

1.14 Transition Out

To minimize any decrease in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the ninety (90) day phase out period. The incumbent

Contractor shall ensure a smooth transition with the successor Contractor during the phase out period, prior to completion of contractual performance. The incumbent Contractor shall aid the successor in the development of plans, procedures and methods for the assumption of all on going work. The Contractor shall provide an orderly transition of work acceptance and accomplishment, such that full control by the successor is achieved by the end of the new contract phase in period.

2 Definitions and Acronyms

2.1 Definitions

Contractor A supplier or vendor awarded a contract to provide specific supplies or service to the

Government. The term used in this contract refers to the prime.

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

Contracting Officers Representative (COR) An employee of the U.S. Government appointed by the

Contracting Officer to perform contract administration activities regarding technical issues. This individual has authority to provide technical direction to the Contractor if direction is within the scope of the contract, does not constitute a change and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

Defective Service A service output that does not meet the standard of performance associated with the

Performance Work Statement.

Deliverable Anything that can be physically delivered, but may include non-manufactured things such as

Meeting Minutes or Reports

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

Key Personnel Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel clause. When key personnel are used as an evaluation factor in best value procurement, offerors can be rejected if they do not have firm commitments from the persons that are listed in the proposal.

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

Physical Security - Actions that prevent the loss or damage of Government property.

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

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

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

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

Subject Matter Expert (SME)- Subject matter expert assigned by the designated program office.

Work Day - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

AQL - Acceptable Quality Level

CFO or OCFO - Office of the Chief Financial Officer of HUD

CFR - Code of Federal Regulations

CIO or OCIO - Office of the Chief Information Officer of HUD

CO - Contracting Officer

COR - Contracting Officer Representative

COTS - Commercial Off-the-Shelf

CPO - Office of the Chief Procurement Officer of HUD

CBRIT – Client Budget and Resource Identification Tool

EST - Eastern Standard Time (U.S.)

ETC - Estimate to Completion

GAO - U.S. General Accounting Office

HECM – Home Equity Conversion Mortgage

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

HUDAR - HUD Acquisition Regulation HUD Web HUDs Intranet Web Site and related WEB pages.

IG or OIG - Inspector General (Office of)

OCPO - Office of the Chief Procurement Officer

OIG - Office of Inspector General

OMB - Office of Management and Budget

PL Public Law

PM - Project Manager

POC - Point of Contact

PPM - Project Planning and Management

PMP – Project Management Plan

QA - Quality Assurance

QASP - Quality Assurance Surveillance Plan

QCP - Quality Control Plan

SF - Standard Form

SME – Subject Matter Expert

TBD - To be determined

U.S.C - United States Code

3 Government-Furnished Property and Services

The Contractor shall ensure accurate control and accountability of all Government-Furnished Property in accordance with the terms and conditions of this contract. The Government will furnish, at no cost to the

Contractor, the GFP shown below.

3.1 Government Services

None

3.2 Facilities

None

3.3 Equipment

None

3.4 Materials

None

3.5 Quality Assurance (QA)

The Government shall evaluate the Contractor's performance under this contract in accordance with the

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

4 Contractor-Furnished Items and Services

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

4.1 Facilities

The Contractor shall furnish a facility adequate to perform the required functions under this contract.

4.2 Equipment

The Contractor shall furnish equipment including software adequate to perform the required functions under this contract.

4.3 Material

The Contractor shall furnish material adequate to perform the required functions under this contract.

4.4 Contractor Responsibilities

The Contractor shall only conduct business with designated Government personnel listed as points of contact (POCs). Names of authorized personnel shall be provided to the Contractor by the Contracting

Officer, in writing, and updated as necessary throughout the contract period.

U.S. Government records, copies of original results and reports, verified original data, corrected data and corrected supporting final reports which are maintained by the Contractor remain the property of the U.S.

Government. These files/results must be surrendered to the COR at the end of the contract or as requested.

4.5 Contractor Personnel

The Contractor shall provide a Contract Manager/Project Manager who shall be responsible for the performance of work. An alternate shall also be designated to act in the absence of the Contract Manager.

These Contractor personnel (main point of contact and alternate point of contact) are considered Key

Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, "Key

Personnel. The Contract Manager/Project Manager or alternate shall have full authority to act on all contract matters relating to daily operations of this contract. Accordingly, at a minimum, the points of contact shall have the technical knowledge of the requirement and be in the position to receive assignment, guidance and direction from the COR, and CO per HUDAR 2452.237-73, Conduct of Work and Technical Guidance and shall be allocated enough hours to the requirement to ensure successful performance. These points of contact shall each be an employee of the Contractor. An employee of a subcontractor is not acceptable for either of these positions. The Contract Manager/Project Manager or alternate shall be available between the hours of 8:30am to 5:00pm, Monday through Friday EST, except

Federal Holidays or when the Government facility is closed for administrative reasons.

4.6 Identification of Contractor Employees

Not applicable, service to be provided at contractors site.

4.7 Quality Control

The Contractor shall establish and maintain a complete quality control program that shall ensure services are performed in accordance with this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-reoccurrence of defective services. The Contractor's quality control program is how he assures himself that his work complies with the requirements of the contract. The

Contractor shall provide the associated Quality Control Plan to the Government as directed.

4.7.1 Quality Control Plan

The Contractor shall develop, maintain, enforce, and document a Quality Control Plan (QCP). The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall be sufficiently detailed to provide the Contractor's methodology for identifying and recruiting qualified personnel. The QCP shall also provide the Contractor's methodology for resolving problems identified by the Government during reviews conducted in accordance with its

Quality Assurance Surveillance Plan (QASP). The QCP shall also provide the Contractor's methodology for establishing an internal feedback system for support personnel, and for resolving problems identified by that feedback system. The QCP shall demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Government's QASP. The QCP shall address Quality Management

Approach, Quality Assurance, Quality Control and Quality Standards.

5. Tasks.

5.1 Project Management Plan

The Contractor shall provide a Draft Project Management Plan (PMP) for an existing online interview

CBRIT with secure access that is 508-compliant with the Contractor’s proposal for COR approval. The

Online Tool shall provide HECM roster counselors with a clients’ existing financial means, current life circumstance and lifestyle, past and ongoing health related challenges, and generate a household budget.

The Online Tool shall also provide a listing of Federal, State, and Local resources available to the client at all income levels. The resource portion of the Online Tool shall indicate how and where to apply for the identified resources, contact information, and include weblinks where they are available. The Online Tool shall be available in both English and Spanish. The Contractor shall make changes to the Online Tool to be consistent with current and ongoing changes to the HECM program.

The PMP shall include at a minimum:

• Contracting staff directly responsible for administering and maintaining CBRIT

• Transition plan for launch of CBRIT

• Transition out plan for conclusion of contract

• Initial and ongoing training for HECM roster counselors and designated Office of

Housing Counseling staff.

• Plan for periodic review of HECM program requirements for the purpose of updating the

Online Tool and implementing approved changes.

• Plan for periodic review Federal, State and Local resources to ensure they are current and available including existing and new resources that may become available during the life of the contract.

• A schedule implementing the HECM program requirements.

Within 15 calendar days after contract award, the Contractor shall provide the Final PMP to the COR for

COR approval.

5.2 The Online Interview CBRIT

The Contractor shall provide an existing Online interview CBRIT that includes secure access and is 508-compliant. The Online Tool shall provide the HECM counselor with their eligible client’s current financial means, life circumstance, lifestyle, past and ongoing health related challenges, and generate a household budget. The Online Tool shall provide a standardized and scripted series of client interview questions gathering and addressing the information noted above.

The Online Tool shall provide a list of Federal, State, and Local resources available to the client at all income levels, specific to the area in which they reside. The resource portion of the Tool shall indicate, how and where to apply for the identified resources, include telephone numbers, and weblinks where they are available. The Online Tool shall be available in both English and Spanish.

The Contractor shall provide each existing, new, or renewed HECM roster counselor with a unique identifier and password-controlled access to the Online Interview CBRIT. The Contractor shall ensure that all counselors and OHC staff designated by the COR have access to the Online Interview CBRIT.

The Online Tool shall be available through a 508-compliant portal with secure online access that ensures confidentiality of the client’s information. It shall link to other HECM counselor HUD designated required Online Tools, currently the Reverse Mortgage Analyst Online Tool or any subsequent HUD designated HECM loan calculation Online Tools. The Contractor shall ensure that they have adequate expertise and staffing available for technical assistance for identified tasks.

Any changes to the exiting online interview CBRIT shall be implemented by the Contractor within 30 calendar days of COR approval.

There are approximately 3500 HECM roster counselor who would be the primary users of the Online

Tool CBRIT. At a minimum, the Online tool must have the capacity to address that number of counselors.

5.3 CBRIT Help Desk Support

The Contractor shall provide ongoing Help Desk Support as necessary to administer and maintain the existing Online Interview CBRIT. This shall include a technical support call-in line, initial and ongoing training for counselors, agencies, and OHC staff on the functions and use of the Online Tool

. The Help Desk Support shall include at minimum:

• Technical assistance for up 3500 HECM roster counselors

• Technical assistance for up to 70 Office of Housing Counseling staff

• Training for up to 3500 existing HECM roster counselors

• Initial training for new HECM roster counselors up to 300 potentially

Help desk is to be available during contract designated hours 8;30am to 5:00 PM.

5.4 Monthly Report and Conference Calls

The Contractor shall provide a Monthly Report of the existing Online Interview CBRIT, to the COR and

SME. This Report shall contain the following at a minimum:

• Executive Summary addressing summarization of data in report and recommendations

• Agency name

• Counselor name

• Volume or traffic measured by uses, log-ins or another identified means

• Analysis of trends

• Usage anomalies

• List of technical support requests

• Trainings conducted and planned to include date, duration, mode of training, and location.

• It shall include an analysis of CBRIT usage.

• Recommendations for modifications and improvements to the existing Online Interview CBRIT based on HECM program changes by HUD.

• Quarterly analysis (of what?) and recommendations in the Quarterly Monthly Report

The Contractor shall provide the Monthly Report to the COR within 5 business days following the end of each month.

The Contractor shall conduct a monthly teleconference call with the COR, SME, and designated program staff to review the Monthly Report and other contract matters. The Contractor shall be available for conference call meetings as necessary. The Contractor shall prepare the Agenda for the Meetings to be provided to the COR and SME prior to the Monthly Meeting and take Minutes of all Meetings and submit them to the COR for approval. These Minutes shall be delivered within 3 business days of the meeting.

Minutes shall be developed at no cost to the government.

6 Deliverables

The Contractor shall complete all work and submit all deliverables as specified herein. The Contractor shall provide deliverables via email with MS Word and/or Excel attachments. The Government reserves the right to make changes to delivery dates.

Number Name Frequency Quantity

A001 Draft Project Management Plan with the proposal. (Task 5.1)

Final PMP for existing Online Interview CBRIT for administration and ongoing maintenance.

Updated as necessary. (Task 5.1)

Initial

Initial and ongoing

A002 Existing Online Interview CBRIT including administration and ongoing maintenance with

Secure 508 compliant access. (Task 5.2)

Initial and

Ongoing

A003 CBRIT Help Desk Support

(Task 5.3)

Ongoing 1

A004 Monthly Report on the exiting Online Interview

CBRIT usage. Minutes of Conference Calls and any additional calls to the COR via email in MS word

(Task 5.4)

Monthly 1

6.1 Quality Control Plan

The Contractor’s QCP shall be delivered with the Contractor’s proposal. After review of the QCP by the

COR, the Contractor shall either receive the Contracting Officer’s acceptance in writing or any proposed changes to its quality control system.

6.2 Acceptance Criteria

All deliverables shall be submitted in a draft format agreed upon by the Contractor and the COR.

Acceptance of all deliverables shall be made by the COR via email with any attachments.

6.3 Project Work Plan

The Contractor’s draft Project Work Plan (PWP) shall be delivered with the Contractor’s proposal. After initial acceptance of the PWP, the Contractor shall receive the COR’s acceptance in writing of any proposed change to the PWP.

7 Performance Requirements Summary

The summary chart below lists the contract's primary requirements, the associated performance standards, the expected target performance, and the methods of surveillance. While some contract requirements may not be listed in the chart below, requirements not appearing on the PRS chart do not negate the

Contractor's obligation to perform all requirements as specified in the contract. Additionally, HUD reserves all rights and remedies under the provisions and clauses of the contract when performance of any contract requirement is unacceptable.

HUD shall develop a Quality Assurance Surveillance Plan to be used to provide contract oversight. In conjunction with the Contractor's Quality Control Plan and various other methods of assessing performance, the COR may perform on-site reviews and/or other types of verification to determine that the specified target performance requirements have been met.

Regular review of Contractor performance is critical to the overall success of the contract. The COR will evaluate the quality of the product and/or services monthly.

8 Related Documents

The Contractor shall abide by all applicable regulations, publications, manuals, policies, and procedures in the performance of this contract.

Performance Requirement Summary (PRS)

Statements Standards/AQLs Incentive/Remedy

5.1The

Contractor shall provide a Draft

Project

Management

Plan (PMP) for an existing online interview

CBRIT with secure access that is 508-compliant with the

Contractor’s proposal for

COR

approval.

The Online

Tool shall provide

HECM roster counselors with a clients’ existing financial means, current life circumstance and lifestyle, past and ongoing health related challenges, and generate a household budget. The

Online Tool shall also

a) The contractor shall meet 95% of the requirement

AQL: 5 % deviation from Standard.

b) The contractor shall ensure 95% of the CBRIT online tool is operational and functioning.

AQL: 5% deviation

c) 95 % compliance with contract requirements.

AQL: 5% deviation

Document past performance paying attention to performance that met or exceeded the standard.

OR

performance paying attention to performance that failed to meet the provide a listing of

Federal, State, and

Local resources available to the client at all income levels

5.2 The

Contractor shall provide an existing

Online interview

CBRIT that includes secure access and is 508-compliant.

The Online

Tool shall provide the

HECM

counselor with their eligible client’s current financial means, life circumstance, lifestyle, past and ongoing health related challenges, and generate a household budget.

a) 95 % compliance with contract

AQL: 5% deviation.

attention to performance performance paying attention to performance that failed to meet the standard.

5.3 The

Contractor shall provide ongoing Help

Desk Support as necessary

a) 95 % compliance with contract

AQL: 5% deviation.

attention to performance to administer and maintain the existing

Online

Interview

CBRIT. This shall include a technical support call-in-line, initial and ongoing training for counselors, agencies, and

OHC staff on the functions and use of the Online

Tool

OR

Document past performance paying attention to performance that failed to meet the standard.

5.4 Monthly

Report and

Conference

Calls

The

Contractor shall provide a Monthly

Report of the existing

Online

Interview

CBRIT, to the COR and

SME

a) 95 % compliance with contract

AQL: 5% deviation attention to performance performance paying attention to performance that failed to meet the