Attachement A SFIOD PWS.pdf

Performance Work Statement (PWS)

SFIOD MIP Support Services

04/25/2022

Version 2.0

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 Call Center Support Services

5.2 Transition Services

6 Deliverables

6.1 Quality Control Plan

6.2 Acceptance Criteria

7 Performance Requirements Summary

8 Related Documents

Performance Work Statement (PWS)

SFIOD MIP Support Services - Import

Vision Statement

The Office of Financial Services (OFS) to achieve operational excellence in customer contact for MIP (Mortgage Insurance Premium) refunds through the operation of a mission critical call center.

1 General Information

1.1 Introduction

The Department of Housing and Urban Development (HUD), Office of Financial Services (OFS) requires Contractor will handle telephonic and written inquiries from homeowners, lenders, Home Ownership Centers (HOC) and other government organizations, and the public with issues related to Single Family Mortgage Insurance premium (MIP) refunds.

1.2 Background

SFIOD is responsible for providing telephone assistance and information services via an SFIOD system to homeowners, lenders, the general public, HOCs and other government organizations.

The call center estimated 7,000 incoming and outgoing phone calls per month. HUD is obligated by Section 203 of the Code of Federal Regulations to pay homeowners any monies due for unearned mortgage insurance premiums or distributive share payments for FHA and Mutual Mortgage Insurance (MMI) Fund mortgages upon termination of the mortgage insurance contract.

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. Constraints include the following:

o Federal Acquisition Regulation (FAR) https://www.acquisition.gov/browse/index/far o HUD Acquisition Regulation (HUDAR) https://www.hud.gov/program_offices/cpo/hudar o SFIOD MIP CSS Desktop Manual/Operations Handbook https://portal.hud.gov/hudportal/documents/huddoc?id=40001HSGH.pdf o Title 24 of the Code of Federal Regulations (CFR) Part 203 https://www.ecfr.gov/current/title-24/subtitle-B/chapter-II/subchapter-B/part- 203?toc=1 o Two bilingual personnel with the ability to read, write, and speak both languages fluently.

1.4 Description of Services

HUD seeks a Contractor that shall provide:

Call Center Support Services

Transition Services

Detailed descriptions of specific tasks are provided in Section 5.

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 12-month option periods.

1.7 Place of Performance

The services shall be performed at the Contractor facility.

1.8 Hours of Operation

The Contractor is responsible for providing services between the hours of 8:30 a.m. 5:00 p.m., EST, 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. 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

The Contractor is responsible for ensuring two (2) employees are bilingual in English and Spanish. They must be able read, write, and speak both languages fluently.

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 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 COR 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 or Microsoft Team.

1.12 Contractor Travel

No Contractor travel is anticipated during the performance period of this contract.

1.13 Transition In

As a successor, the Contractor shall have sufficient personnel on board during the 60-day Transition-In period to ensure a smooth transition with the incumbent Contractor pending approval of PIV process. 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-day 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

Automatic Call Distributor -Telephone device used in the Call Center which calls are automatically distributed and routed to the available customer agents.

Automatic Data Processing (ADP) - a system of one or more computers and associated software with common storage.

Business/Workdays - Every official workday of the week which are days between and including Monday to Friday. This does not include federal holidays and weekends.

Calendar Day - Any day of the week.

Contact Tracking document all correspondence with homeowner, tracer or other party, and provide monthly report.

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 individual authorized in writing by the

Contracting Officer to perform specific technical or administrative contract functions.

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.

Federal Housing Administration (FHA) - The Federal Housing Administration (FHA) is a

United States government agency created in part by the National Housing Act of 1934.

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.

Identification (ID) - document or code which may be used to prove a person's identity and gain access.

Mortgage Insurance Premium (MIP) - mortgage insurance premium is required for most of the

FHA's Single Family mortgage insurance programs.

Mutual Mortgage Insurance (MMI) - The Mutual Mortgage Insurance Fund is authorized by

Section 203(b) of the National Housing Act of 1934.

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.

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

Personal Identity Verification (PIV) - The Personal Identity Verification program enables HUD to meet the new security standards effectively for employee identification and access.

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.

Single Family Insurance System net (Signet) system access for FHA insured loans and refunds

Single Family Premium Collection System (SFPCS) - HUDs systems used to collect upfront and periodic mortgage insurance premiums.

Support Service Center (SSC) Single Family Insurance Operations Division, Support Service

Center (SSC).

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.

Third Party Tracers - Third-party tracers are independent business enterprises involved in locating homeowners who may be entitled to an FHA single family MIP refund or distributive share payment. Under FOIA, third-party tracers request copies of the lists of unpaid homeowners. They then use various techniques to find these homeowners and, for a fee, assist them in acquiring their MIP refunds. HUD has no involvement with fees or payment to Tracers

TransAccess Document Management System - DEFINE

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

ACD Automatic Call Distributor ADP - Automatic Data Processing

AQL - Acceptable Quality Level

CFR - Code of Federal Regulations

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

CO - Contracting Officer

COR - Contracting Officer Representative

CPO - Office of the Chief Procurement Officer of HUD

DSRS Distributive Shares Refund Subsystem

EST - Eastern Standard Time (U.S.)

FHA - Federal Housing Administration

FAR - Federal Acquisition Regulation

GFP - Government Furnished Property

HOC - Home Ownership Center

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

HUDAR - HUD Acquisition Regulation

ID - Identification

IVR - Interactive Voice Response

MIP - Mortgage Insurance Premium

MMI - Mutual Mortgage Insurance

OCPO - Office of the Chief Procurement Officer

OFS - Office of Financial Services

PII - Personal Identifiable Information

PIV - Personal Identity Verification

PM - Project Manager

POC - Point of Contact

PPM - Project Planning and Management

PRS - Performance Requirements Summary

PWS - Performance Work Statement

QA - Quality Assurance

QASP - Quality Assurance Surveillance Plan

QC - Quality Control

QCP - Quality Control Plan

SCOR Subordinate-Contracting Officer Representative

SFIOD - Single Family Insurance Operations Division

SFIS/A43 - Single Family Insurance System

SFISnet - Single Family Insurance System net

SFPCS-U/A80R - Single Family Premium Collections Subsystem-Upfront

SSC - Support Service Center

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 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

The Government will provide guidance and training when necessary to personnel. Training will consist of the use of the following systems:

SFIS/A43 - Single Family Insurance System

SFISnet - Single Family Insurance System net

SFPCS-U/A80R - Single Family Premium Collections Subsystem-Upfront

3.2 Facilities

No facilities will be provided by the Government.

3.3 Equipment

There will not be any GFE furnish to the Contractor.

3.4 Materials

The government will provide sample documents such as weekly and monthly reports. All materials will remain the property of the Government and will be returned to the COR upon request or at the end of the contract period.

3.5 Quality Assurance (QA)

The Government shall evaluate the Contractors 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 all facilities required to perform the work under this contract.

4.2 Equipment

The Contractor shall furnish all equipment to perform the work under this contract. The Contractor shall restrict the use of handheld electronic devices such as iPhone, cameras, tablets, video recorders and laptops which may be used to capture personal identifiable information.

4.3 Material

Not Applicable

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 contract matters relating to the 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/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. Contractor personnel should obtain PIV within 2-months, failure to do so, unless the delay is due to the government, should be reason to hire new staff.

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 Call Center Support Services

The Contractor shall provide the following call center support services and ensure all tasks and requirement detailed below are met. The Contractor shall be able to handle at a minimum 7,000 calls a month consisting of a combination of incoming and outgoing calls.

1. Answer incoming calls, e-mails and faxes

The Contractor shall perform the following:

Respond to all telephonic, e-mail and written inquiries within 24 hours from homeowners, lenders, other offices in HUD, Home Ownership Centers (HOC), other government organizations, and the general public.

Respond to inquiries from Third Party Tracers https://www.hud.gov/program_offices/administration/foia/fharefund state

Access the SFISnet and Distributive Shares Refund Subsystem (DSRS) systems to resolve inquiries. (access is read only)

2. Referrals

The Contractor shall perform the following:

Make referrals on homeowner refunds to Single Family Premium mailbox (SF.Premiums@hud.gov) and on lender refund requests to Lender Refunds mailbox (lendersrefunds@hud.gov) as required.

Refer inquiries, referrals, and messages requiring further action to appropriate SFIOD offices by email at least twice daily in the morning (between the hours 9 am - 11 am) of and afternoon (between the hours of 12 pm - 5 pm).

3. Outgoing calls

The Contractor shall perform the following:

Complete outbound calls that include callbacks to homeowners, lenders, Home Ownership Center staff and Third-Party Tracers from retrieved calls on the afterhours voice mail box and referrals that require additional information.

Contact homeowners on account receivable cases to set up payment plans to repay MIP refunds.

Contact the homeowner for additional information, documents, check tracer, and to provide assistance with completing and locating documentation.

SFIOD will provide up to 2,000 cases of homeowners owed a refund per month. The contractor shall locate people and notify them to contact the Call Center.

4. Application Review

The Contractor shall perform the following:

Perform reviews of received Forms HUD-27050-B, Application for Premium Refund or Distributive Share Payment, (Part-B) and additional documentation for proof of eligibility of MIP refund or refund payment status

Review documentation received by the homeowners before sending referrals to Single Family Premium mailbox.

Upload documentation to TransAccess

5. Incomplete Application

The Contractor shall assist the customer in obtaining missing documents for the application package this includes but is not limited to:

o Utilizing subscription services, fee for court documents, and free websites to locate missing application documents to process refunds. Missing documents commonly include, but not limited to, deeds of trust and the satisfaction of mortgage.

6. Case Status Tracking

The Contractor shall provide a system generated weekly status report. The weekly status report is due the 3rd business day of the following week. The weekly status report shall include the following daily activity breakdown:

(1) Identify significant problems and their impacts, causes, proposed corrective actions, and the effect such corrective actions will have on the accomplishments and costs of the contract objectives.

(2) Discuss project management activities, including contract administration, contributing to the accomplishment of the project objectives.

(3) Total number of telephone calls processed each week, including all incoming commercial and 800 number calls and all outbound calls generated by the system only.

(4) The average number of calls processed per day.

(5) The total number of all incoming calls to SFIOD per week and the daily average.

(6) The total number of ACD calls (calls handled by operators) and a daily average generated by system.

(7) The total number of abandon calls (caller hung up while on hold) per week. The percent of abandon calls for the weekly.

(8) The average talk time for the weekly.

(9) The average number of completed outbound calls per day. This also represents the callbacks to homeowners, lenders, HOC and returned calls from after-hours voice mail box and callbacks when additional information is needed for referrals.

(10) The total number of retrieved calls from the after-hours voice mail box during the week.

(11) The total number of complaints received from homeowners and lenders for the week.

(12) The total number of Applications for Premium Refund or Distributive Share Payment (Form

HUD-27050-B) reviewed during the month.

(13) Outbound cases received from SFIOD

(14) Outbound cases researched

(15) Outbound cases sent

(16) The weekly status report shall be delivered electronically via the email in an excel document

The Contractor shall provide a monthly status report which incorporates the weekly reports and the case status. The monthly status report is due the 10th business day of the following month.

Case statuses will come from SFIOD systems. The Contractor shall track cases from the time of contract award. Case statuses are as follows:

in process (defined as the receipt of an application) suspended (suspended by program office due to non-conforming application) paid (payment authorization sent to Department of Treasury) declined (program office has declined the application) withdrawn (homeowner has withdrawn their application)

Performance Standards

a) Standard: The weekly status report is due the 3rd business day of the following week.

AQL: 1 business day deviation from the due date.

b) Standard: Monthly status report is due the 10th business day of the following month.

AQL: 1 business day deviation from the due date.

Deliverables

A001 Weekly Status Report

5.2 Transition Services

5.2.1 Transition-In

The Contractor shall, upon the Contracting Officers written notice, furnish Transition-In services as required. As a successor, the Contractor shall have sufficient personnel on board at contract award for the Transition-In period to ensure a smooth transition. 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 to commence full performance of services by the end of the contract Transition-In period. Contractor personnel, PIVing and access to HUD Systems within 60 calendar days after award date. There will be one Transition-In Period for this contract that will encompass the efforts for both HUD programs prescribed in the PWS.

The Contractor shall perform Transition-In duties such as but not limited to an excel spreadsheet containing Contractor personnel names, title, telephone numbers, email address and available days and tour of duty hours.

Performance Standards

a) Standard: Provide Transition-In information in excel document that provides, but not limited, key personnel that will perform the work, Contractor personnel, titles, telephone numbers, email addresses and tour of duty hours and days, status of security clearance for each Contractor personnel, PIVing and access to HUD Systems within 60 calendar days after award.

A003 Transition-In Plan

5.2.2 Transition-Out

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 best practices.

The Contractor shall provide all reports on a USB External drive to the COR and SCOR. The Contractor shall provide an orderly transition of work and accomplishment, such that full control by the successor Contractor is achieved by the end of the new contract Transition-In period. A draft transition-out plan is required to be submitted 90 calendar days prior to the expiration of the contract. Once the draft transition-out plan has been accepted a final transition-out plan will be submitted prior to beginning of the Transition-Out period. The Transition-Out period starts 60 days prior to the expiration date of the last option year exercised.

Performance Standards

a) Standard: A draft transition-out plan shall be submitted 90 calendar days prior to the expiration of the contract.

AQL: Zero deviation

b) Standard: Final transition-out plan will be submitted prior to beginning of the Transition-Out period.

AQL: Zero deviation

A005 Final Transition-Out Plan

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 Weekly Status Report Weekly 1

A002 Monthly Report monthly 1

A003 Transition-In Plan Once 1

A004 Draft Transition-Out Plan Once 1

A005 Final Transition-Out Plan Once 1

6.1 Quality Control Plan

The Contractor's QCP shall be delivered with the Contractor's proposal as an evaluation factor.

The QCP shall be submitted to the COR within 10 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

All deliverables shall be submitted in a draft format agreed upon by the Contractor and the Government. Upon review and acceptance by the Government, the Contractor shall address all Government comments and submit a final draft within 5 business days of Government notification.

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 PM 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 Call Center Support

Services

a) The weekly status report is due the 3rd business day of the following week.

AQL: 1 business day deviation from the due date.

b) Monthly status report is due the 10th business day of the following month.

AQL: 1 business day deviation from the due date.

A reduction in cost of 1% of the CLIN price (invoice) from the monthly invoice once the deliverable is deemed late.

A reduction in cost of 1% of the CLIN price (invoice) from the monthly invoice once the deliverable is deemed late.

Statements Standards/AQLs Incentive/Remedy

5.2 Transition Services

5.2.1 Transition-In a) Provide Transition-In information

in excel document that provides, but not limited, key personnel that will perform the work, Contractor personnel, titles, telephone numbers, email addresses and tour of duty hours and days, status of security clearance for each Contractor personnel, PIVing and access to HUD Systems within 60 calendar days after award.

AQL: Zero deviation from the monthly invoice

5.2.2 Transition-Out a) A draft transition-out plan shall

be submitted 90 calendar days prior to the expiration of the contract.

AQL: Zero deviation

b) Final transition-out plan will be submitted prior to beginning of the Transition-Out period.

AQL: Zero deviation from the monthly invoice once the deliverable is deemed late.

A reduction in cost of 1% of the CLIN price (invoice) from the monthly invoice