Internal_Tracking_Management_Service__ITMS__PWS_Draft.pdf

Performance Work Statement (PWS)

Internal Tracking Management Service

(ITMS)

10/25/2018

Version 1.0

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

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 ITMS Services

6 Deliverables

6.1 Quality Control Plan

6.2 Acceptance Criteria

6.3 Confidentiality And Proprietary Information

7 Performance Requirements Summary

8 Related Documents

Performance Work Statement (PWS)

Internal Tracking Management Service (ITMS)

Vision Statement

The vision of this requirement is to obtain contractor support to assist HUD with bar coding and tracking binders within the Homeownership Centers.

1 General Information

1.1 Introduction

The U.S. Department of Housing and Urban Development (HUD)/Office of Housing is seeking contractor support to provide services for an internal office audit trail for tracking case binders from arrival in the mailroom to persons and locations within a Homeownership Center (HOC).

1.2 Background

The Office of Single Family Housing (SFH) receives hundreds of FHA insured mortgage loan case binders. These case binders are sent to the Homeownership Centers (HOC) by the originating mortgage lender. These case binders move through a series of review and processing steps before being finalized and sent to a Federal Record Center. During the course of these reviews, it is necessary to know where these binders are located within a HOC. The HOCs routinely have to respond to questions regarding the stage of processing and a variety of other inquiries regarding these binders which makes the ability to locate them quickly and efficiently critical. A tracking service will save binder searching time and prevent binders from being lost or misplaced. It will also enable the HOCs to quickly locate and identify binders required for desk audits and allow for an accurate inventory of binders. A tracking service will allow the HOCs to know exactly where case binders are located at all times.

In the current environment, SFH utilizes a subscription service through a Contractor's custom proprietary application.

1.3 Constraints

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

1.4 Description of Services

The Contractor shall perform to the standards of this contract. HUD seeks a contractor who shall provide an automated tracking tool that facilitates case binder location information. The tracking service shall provide an internal office audit trail for case binders from arrival in the mailroom to persons and locations within a Homeownership Center (HOC).

The case binder tracking service shall be available to the four (4) Single Family HOCs and all Single

Family Headquarters Offices. The tracking service shall be activated at:

▪ Atlanta HOC

▪ Philadelphia HOC

▪ Denver HOC

▪ Santa Ana HOC

▪ HQ Single Family Offices

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 (1) base year of twelve (12) months and 4 (four) 1 (one) year options. Each option year shall begin at the expiration of the preceding twelve (12) month period of performance. The total period of performance shall be for sixty (60) months.

1.7 Place of Performance

The services to be performed under this contract shall be performed at Contractor's facilities.

1.8 Hours of Operation

The Contractor is responsible for providing services between the standard hours of 7:00am to 6:00pm, for each Homeownership Center based on their respective time zone, 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 will 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 at all times 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

There are no special qualification requirements for this contract.

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 (10 ) business days after contract award. The Contracting Officer will notify the Contractor of the specific date, location, and agenda within five (5) business days after contract award.

1.11 Status Meetings

The Contracting Officer, Contracting Officer Representative (COR) and other Government personnel, as appropriate may meet periodically with the Contractor to also review Contractor performance, requirement status, etc. At these meetings, the Contracting Officer will apprise the Contractor of how the Government views the Contractor's performance or progress of the requirement. The Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. Post Award Conference and subsequent meetings may be held via teleconference.

1.12 Contractor Travel

Prior to travel, the Contractor shall coordinate with and receive Government authorization from the COR for all travel. Reimbursement of travel costs will be in accordance with the Federal Travel Regulation and in accordance with FAR 31.205-46. The Contractor shall travel using the lower cost mode transportation commensurate with the mission requirements. When necessary to use air travel, the Contractor shall use the tourist class, economy class or similar lodging accommodations to the extent they are available and commensurate with the mission requirements. HUD will not reimburse Contractor's local travel. Local travel is defined as travel within fifty (50) miles of the Atlanta HOC. All other travel will be reimbursed on a cost reimbursable basis; no profit or fee will be paid.

1.13 Transition In

The Contractor shall, upon the Contracting Officer's written notice, furnish Transition-In services as required. As a successor, the Contractor shall have sufficient personnel on board during the 60 days Transition-In period to ensure a smooth transition with the incumbent Contractor. The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to the program is minimized. During the Transition-In period, the Contractor shall become familiar with the requirements in order to commence full performance of services by the end of the contract Transition-In period. Transition-In is not required if the successor Contractor is the incumbent Contractor.

1.14 Transition Out

To minimize any decrease in productivity and to prevent possible negative impacts on additional services, the Contractor shall have sufficient personnel on board during the 60 days Transition-Out period. The incumbent Contractor shall ensure a smooth transition with the successor Contractor during the Transition-Out period, prior to completion of contractual performance. The incumbent Contractor shall aid the successor in the development of plans, procedures, and methods for the assumption of all on going work. The Contractor shall provide an orderly transition of work acceptance and accomplishment, such that full control by the successor Contractor is achieved by the end of the new contract Transition-In period.

2 Definitions and Acronyms

2.1 Definitions

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

Calendar Day - Any day of the week.

Case Binder - May be used interchangeable with "file," "loan package," "case," or "binder" and refers to the entire underwriting package of documents on closed loans submitted by mortgagees (lenders) to the

AHOC for issuance of a MIC.

Contract - A written mutually binding legal relationship obligating the seller to furnish the supplies and/or services and the buyer to pay for them.

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

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

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

Contracting Officer Representative (COR) - An employee of the U.S. Government appointed by the Contracting Officer to perform contract administration activities in regard to technical issues. This individual has authority to provide technical direction to the Contractor as long as direction is within the scope of the contract, does not constitute a change and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

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

Key Personnel - Personnel specifically considered being essential to the work being performed under this contract. The person responsible for the contract and anyone who shall make decisions on his/her behalf shall be considered as Key Personnel.

Performance Requirements Summary (PRS) - A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis, performance indicators for these requirements, performance standards for these requirement and surveillance methods to be used to determine if performance standards are met.

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

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

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

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

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

Service Contract - A contract that directly engages the time and effort of a Contractor whose primary purpose is to perform an identifiable task rather than to furnish an end item of supply.

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

Subject Matter Expert - an individual that assist in providing technical direction and monitoring performance under the contract.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

AHOC - Atlanta Homeownership Center APL - Acceptable Performance Level

AQL - Acceptable Quality Level

CBT - Computer-Based Training

CCB - Change Control Board

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

CFR - Code of Federal Regulations

CHUMS -Computerized Home Underwriting Mortgage System

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

EAD - Electronic Appraisal Delivery eCB - Electronic Case Binder

DE - Direct Endorsement

EST - Eastern Standard Time (U.S.)

ETC - Estimate to Completion

FHA - Federal Housing Administration

FHAC - Federal Housing Administration Connection (FHA Computerized system)

FRC - Federal Record Center

GAO - U.S. General Accounting Office

HOC - Homeownership Center

HQ - Headquarters

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

HUDAR - HUD Acquisition Regulation

HUD Web - HUDs Intranet Web Site and related WEB pages.

IEPS - Insurance Endorsement Processing Services

IG or OIG - Inspector General (Office of)

IT - Information Technology

LAN - Local Area Network

MIC - Mortgage Insurance Certificate

OCPO - Office of the Chief Procurement Officer

OIG - Office of Inspector General

OMB - Office of Management and Budget

PM - Project Manager

POC - Point of Contact

POP - Period of performance

PPM - Project Planning and Management

PUD - Processing and Underwriting Division

PWS - Performance Work Statement

QA - Quality Assurance

QAD - Quality Assurance Division

QASP - Quality Assurance Surveillance Plan

QCP - Quality Control Plan

SF - Standard Form

SFH - Single Family Housing

SME - Subject Matter Expert

TBD - To be determined

U.S.C - United States Code

3 Government-Furnished Property and Services

3.1 Government Services

No services will be provided by the Government.

3.2 Facilities

No facilities will be provided by the Government.

3.3 Equipment

No equipment will be provided by the Government.

3.4 Materials

No materials (supplies) will be provided by the Government.

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 materials (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 perform the services under this contract at the Contractor's facilities.

4.2 Equipment

The Contractor shall furnish up to 600 barcode scanners and up to 15 barcode printers in total under this contract.

4.3 Material

The Contractor shall furnish materials (supplies) incidental to the operation of the equipment, such as ribbons, labels and ink cartridges.

4.4 Contractor Responsibilities

The Contractor shall only conduct business with designated Government personnel listed as points of contact (POCs). Names of authorized personnel shall be provided to the Contractor by the Government, in writing, and updated as necessary throughout the contract period.

U.S. Government records, copies of original results and reports, verified original data, corrected data and corrected supporting final reports which are maintained by the Contractor remain the property of the U.S. Government. These files/results must be surrendered to the COR.

4.5 Contractor Personnel

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

These Contractor personnel (main point of contact and alternate point of contact) are considered Key Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, "Key Personnel. The Contract/Project Manager and alternate shall have full authority to act on all contact matters relating to daily operations of this contract. Accordingly, at a minimum, the points of contact shall have the technical knowledge of the requirement and be in the position to actually receive assignment, guidance, and direction from the COR, SME and CO per HUDAR 2452.237-73, "Conduct of Work and Technical Guidance" and shall be allocated enough hours to the requirement to ensure successful performance. These points of points of contact shall each be an employee of the Contractor.

An employee of a subcontractor is not acceptable for either of these positions. The Contract/Project Manager or alternate shall be available between the hours of 7:00am to 6:00pm, for each Homeownership Center based on their respective time zone Monday through Friday except Federal Holidays or when the Government facility is closed for administrative reasons.

4.6 Identification of Contractor Employees

All Contractor/subcontractor personnel shall wear company picture identification badges as to distinguish themselves from Government employees. When conversing with Government personnel during business meetings, over the telephone, or via electronic mail, Contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees. Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, Contractor/subcontractors occupying collocated space with their Government program customer shall identify their work space area with their name and company affiliation, or at a minimum, "Contractor" after name.

4.7 Quality Control

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

4.7.1 Quality Control Plan

The Contractor shall develop, maintain, enforce, and document a Quality Control Plan (QCP). The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall be sufficiently detailed to provide the Contractor's methodology for identifying and recruiting qualified personnel. The QCP shall also provide the Contractor's methodology for resolving problems identified by the Government during reviews conducted in accordance with its Quality Assurance Surveillance Plan (QASP). The QCP shall also provide the Contractor's methodology for establishing an internal feedback system for support personnel, and for resolving problems identified by that feedback system. The QCP shall demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Government's QASP. The QCP shall address Quality Management Approach, Quality Assurance, Quality Control and Quality Standards.

5 Specific Tasks

5.1 ITMS Services

The contractor shall perform in accordance with the requirements below for the four (4) HomeOwnership Centers - Atlanta, Philadelphia, Denver and Santa Ana.

5.1.1 The Contractor shall Provide user access to the case binder tracking service to all users identified by the COR (SME or designee).

o User access should be granted within 24 hours of completion of online application o Each user should be provided a working handheld scanner o Training should be offered for each HOC annually at each HOCs request.

▪ Training should be offered by webcast/webinar or other means that does not require travel

▪ An on-line user manual should be posted on the home page of application

5.1.2 The Contractor shall provide a monthly report to the COR (SME or designee).

o Report should include:

▪ Number of scans per HOC

▪ Number of scans per employee

▪ Number of bar codes created per HOC

▪ Any contractural issues o Report due no later than the 10th business day of the following month

Deliverables

A002 Report

5.1.3 The Contractor shall provide each HOC bar code printers and working handheld scanners.

o Each HOC should have minimum of 4 bar code printers.

▪ Bar code printer supplies such as ribbons, labels, ink cartridges, replacement equipment (when required), etc. shall be provided by the contractor within 10 days of request.

▪ Bar code printer supplies should be shipped to the requested HOC with a mail service that uses a tracking number and the tracking number must be sent to the COR upon any shipments being mailed.

o Each HOC should have a minimum of 1 working handheld scanner per PUD employee and 2 working handheld scanners for the Quality Assurance Division (QAD).

▪ Handheld scanners should be provided with 10 days of request.

▪ Handheld scanners should be shipped to the requested HOC with a mail service that uses a tracking number and the tracking number must be sent to the COR upon any shipments being mailed.

Performance Standards

a) Standard: Bar code printer supplies and handheld scanners shall be provided within ten (10) days of request.

AQL: Bar code printer supplies and handheld scanners shall be provided within ten (10) days of request.

5.1.4 The Contractor shall provide services for a minimum of 600 concurrent users. This includes all HOCs - Atlanta, Denver, Philadelphia and Santa Ana and the HQ Single Family Offices o The service must be able to perform the following subtask:

▪ Checking-in of new case binders (whether endorsed or not);

▪ Checking-out of case binders (whether endorsed or not);

▪ Provide a lookup and search feature for case binders that are logged into the workflow;

▪ Provide built-in Barcode Label Software that supports "What you See Is What

You Get" (WYSIWYG) printing for barcodes, text and graphics on standard laser or inkjet printers, in addition to thermal barcode printers;

▪ Imports label data from comma delimited or Comma-Separated Values (CSV) text, Microsoft Excel and Access files;

▪ Ability to link to data in Oracle databases and labels are compatible with scanning into the Federal Housing Administration (FHA) Connection system;

▪ Print barcode labels for case binders to facilitate easier identity and accountability;

▪ Provide a search feature for a case binder by lender name, borrower name, FHA case number, mail delivery number, and bar code;

▪ Retrieving information from other locations as defined by Single Family Housing;

▪ Support for current users, with the ability to add and service an additional 150 users;

▪ Training in the use of the tracking service to include current user manuals posted on-line;

o Provide Help Desk assistance five (5) days per week (Monday-Friday). The Contractor shall establish Help Desk Services for HUD staff to support the Contractor's applications and its associated infrastructure. The primary contact between users and support staff is by telephone and email. The Contractor shall maintain the Help Desk during the hours of 7:00am to 6:00pm EST, except for Federal holidays:

▪ The Help Desk telephone number and email address shall be listed on the home page of the application.

▪ The Help Desk services shall ensure that customer inquiries are resolved within 24 hours. Customer inquiries which require longer resolution shall be documented and reported to the COR.

▪ The Contractor shall create and provide Help Desk Procedures which shall be included in the online user manual.

▪ The Contractor shall provide a method to accept, manage, track, and resolve Help Desk service requests. The functionality shall include the ability to generate detail and summary tracking reports by user, request type, status, and resolution date.

Deliverables

A003 Tracking Service

5.1.5 The Contractor shall provide uninterrupted services during the hours of

7:00am - 6:00pm for each HOC based on their respective time zone, Monday -

Friday, except for federal holidays.

▪ An outage is defined as service that has been interrupted for more than 2 hours.

▪ An hour is considered any fraction of an hour;

▪ Natural disasters and acts of God are not defined as outages.

Performance Standards

a) Standard: Tracking service available between the hours of 7:00am - 6:00pm for each HOC based on their respective time zone, Monday - Friday, except for federal holidays or when the office is closed AQL: An outage is acceptable if the service has been interrupted for less than 2 hours.

5.1.6 The Contractor shall establish, document and maintain a system of internal controls over all business processes described in the PWS. The contractor shall maintain trained back-up staff for all functions to ensure that the business functions can always be performed.

6 Deliverables

The Contractor shall complete all work and submit all deliverables as specified herein. The Government reserves the right to make changes to delivery dates.

Number Name Frequency Quantity

A001 Quality Control Plan (QCP) Once 1

A002 Report monthly 1

A003 Tracking Service daily undetermined

6.1 Quality Control Plan

The Contractor's QCP shall be delivered to the COR within 30 days after contract award (or with the Contractor's proposal if it is an evaluation factor). The QCP shall be submitted to the COR within 5 business days when changes are made thereafter. After acceptance of the QCP, the Contractor shall receive the Contracting Officer's acceptance in writing of any proposed change to its quality control system.

6.2 Acceptance Criteria

No additional acceptance criterion is required.

6.3 Confidentiality And Proprietary Information

Any system the Contractor elects to purchase, enhance, and/or develop for data processing shall ensure that all requirements of this contract are met. All data collected shall be considered in its entirety as the property of HUD and will be transferred to the Department upon termination of the contract in a format compatible with HUD's existing systems.

Unless otherwise specified, all information, including but not limited to organizational, product, financial and/or personal data, which is produced or otherwise available to the Contractor during their performance of this requirement is considered confidential and proprietary, and shall not be used for any purposes other than performance of the work under this contract. The products of the Contractor's work shall not be shared with anyone or group without written permission of the

Contracting Officer. Regardless of the form of this data, the Contractor agrees that no employee will disclose or allow disclosure of any such data or derivative thereof to third parties, except as may be required in the performance of this request during the contract period. All data shall be returned to the COR at the completion of the contract.

The Contractor shall implement procedures that will assure that individual employees or subcontractors are made aware of this provision. Any data of a personal nature may also be subject to Privacy Act protection and penalties under the law.

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, whether or not listed below, is unacceptable.

HUD will 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 and SME 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. On a monthly basis, the COR will evaluate the quality of the product or services.

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

5.1 ITMS Services

5.1.1 The Contractor shall

Provide user access to the case binder tracking service to all users identified by the COR (SME or designee).

5.1.2 The Contractor shall

provide a monthly report to the COR (SME or designee).

5.1.3 The Contractor shall

provide each HOC bar code printers and working handheld scanners.

a) Bar code printer supplies and handheld scanners shall be provided within ten (10) days of request.

AQL: Bar code printer supplies and handheld scanners shall be provided within ten (10) days of request.

A disincentive of $50.00 will be applied to any supplies and/or scanners received after the 10th day and after the 15th day an additional disincentive of $50.00 will be applied.

5.1.4 The Contractor shall

provide services for a minimum of 600 concurrent users.

This includes all HOCs - Atlanta, Denver, Philadelphia and Santa Ana and the HQ Single Family Offices

5.1.5 The Contractor shall

provide uninterrupted services during the hours of 7:00am - 6:00pm for each HOC based on their respective time zone, Monday - Friday, except for federal holidays.

a) Tracking service available between the hours of 7:00am - 6:00pm for each HOC based on their respective time zone, Monday

- Friday, except for federal holidays or when the office is closed AQL: An outage is acceptable if the service has been interrupted for less than 2 hours.

The following disincentives shall be applied against the monthly invoice for outages over 2 hours:

2 hrs. - 4 hrs. = .5%

4 hrs. - 6 hrs. = 1%

6 hrs. - 8 hrs. = 1.5%

Over 8 hrs. = 5%

5.1.6 The Contractor shall

establish, document and maintain a system of internal controls over all business processes described in the PWS. The contractor shall maintain trained back-up staff for all functions to ensure that the business functions can always be performed.