Attachment 0001 - Performance Work Statement.doc

Performance Work Statement (PWS)

Office of Single Family Housing Handbook Implementation and Support Services

09/22/2021

Version 1.0

4Vision 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 Single Family Housing Policy Handbook Editing.

5.2 Training Modules.

5.3 Website Assessment.

5.4 Policy BPA Maintenance and Support.

5.5 Project Management Support.

6 Deliverables

6.1 Quality Control Plan

6.2 Acceptance Criteria

7 Performance Requirements Summary 8 Related Documents

Performance Work Statement (PWS) Office of Single Family Housing Handbook Implementation and Support Services Vision Statement The vision of this requirement is to obtain Contractor support to assist HUD with the Federal Housing Administration (FHA) Single Family Housing (SFH), Policy Handbook and related training. By obtaining these services, HUD will have the support needed for improving the SFH handbook, communications support, policy business process automation and project management, as well as supporting HUD’s mission.

1 General Information

1.1 Introduction

The Department of Housing and Urban Development (HUD), Office of Single Family Housing (SFH) is seeking a Contractor to provide handbook support services for presenting Federal Housing Administration (FHA) policies. Services include providing writing and editorial support for the SFH policy handbook development, policy business process automation maintenance, training modules, website assessment, and project management.

1.2 Background

The SFH Handbook was created to provide SFH with a comprehensive consolidated policy guide. FHA conveys policy and guidance on its insurance programs to industry partners via workshops, conferences, policy documents, teleconferences, handbooks, and guides. FHA provides SFH Handbook training modules for industry partners. FHA industry partners are individuals and entities involved in different sectors of the housing market. The industry partners include FHA-approved lenders, appraisers, homebuyers, homeowners, inspectors, counseling agencies, local governments, homebuilders, non-profit agencies, brokers, and real estate agents. The first completed section of the SFH Handbook was published on September 30, 2014. Since the initial publication, several other key sections have been completed with several more in various stages of development. Currently SFH clears new and updated handbook sections using the Business Process Automation tool, which is maintained with the SharePoint site.

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:

· FHA Single Family Housing Policy Handbook

· FHA Mortgagee Letters

· Single Family (SF) Style Guide

· Transmittal Letters

· Automated Policy Development Process User Guide

· Business Policy Automation (BPA) SharePoint Application

· http://hudsharepoint.hud.gov/sites/apps/iworks/sitepages/home.aspx

1.4 Description of Services

HUD seeks a Contractor who shall provide policy handbook services to create a comprehensive consolidated FHA policy guide. The policy handbook support services shall include:

· SFH Policy Handbook Editing

· Training Modules

· Website Assessment

· Policy Business Process Automation (BPA) Maintenance and Support

· Project Management

Detailed descriptions of specific tasks are provided in Section 5 Specific Tasks and Deliverables.

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 for a base year of 12-months and four (4) 12-month option periods for a total of five (5) years.

1.7 Place of Performance

The services provided under this contract shall be performed at the Contractor’s site. The Project Manager must be available to come into HUD’s HQ’s Office in Washington, DC on an as-needed bases as determined by HUD, not to exceed 60 hours per month. During the transition-in and transition-out period the Project Manager must be available to come into HUD’s HQ Office in Washington, DC on an as-needed basis as determined by HUD, not to exceed 120 hours per month.

1.8 Hours of Operation

The Contractor is responsible for providing services between the hours of 8:30am – 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 workday 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

N/A

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, Contractor Officer’s 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 Washington, DC. 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 30-day 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 30-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

Business/Workdays - 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.

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’s 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.

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.

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.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

AQL - Acceptable Quality Level ARAMS - Automated Renewal and Amendment System

BAA - Business Area Analysis Study

CBT - Computer-Based Training

CCB - Change Control Board

CCMB - Configuration Change Management Board

CMMI - Capability Maturity Model Integration

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

EST - Eastern Standard Time (U.S.)

ETC - Estimate to Completion

GAO - U.S. General Accounting Office

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

HUDAR - HUD Acquisition Regulation

HUD/ISG - Internet Services Group within the Telecom Processing Division

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

IG or OIG - Inspector General (Office of)

IT - Information Technology

IV&V - Independent Validation and Verification

LOOCS - Line of Credit Control System

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

QA - Quality Assurance

QASP - Quality Assurance Surveillance Plan

QCP - Quality Control Plan

SF - Standard Form

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

The Government will provide Lan/network access and e-mail account access for the security approved Contractor staff.

3.2 Facilities

The Government will not provide facilities.

3.3 Equipment

The Government will not provide equipment.

3.4 Materials

The Government will provide FHA Single Family Housing policies, to include FHA Single Family Housing Policy Handbook, FHA Mortgagee Letters, FAQs, Housing Notices, and other statutory, regulatory and guidance references and documents. The Government will provide documents in electronic format for use in the development and delivery of tasks as identified in the contract.

Copies of required materials may be provided to the Contractor in hard copy or soft copy. 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 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 all necessary facilities required to perform the work under this PWS.

4.2 Equipment

The Contractor shall furnish all necessary equipment required to perform the work under this PWS.

4.3 Material

The Contractor shall furnish all necessary materials required to perform the work under this PWS.

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, sCOR 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 8:00am to 4:30pm Monday through Friday EST, 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 workspace 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 Single Family Housing Policy Handbook Editing.

5.1.1 Editing Services.

The Contractor shall provide technical editing services for the SFH Handbook as well as Mortgagee Letters and associated change pages to the SFH Handbook; Housing Notices; Supplemental Documents; and other policy, and communication documents. The Contractor shall update, modify, and format draft sections of the current SFH Handbook to ensure consistency of information throughout the Handbook and conform to the SF Style Guide. The Contractor shall review and analyze draft sections of the SFH Handbook to determine which areas need revisions.

The Contractor shall assist Office of SFH staff in providing editing services for Transmittal Letters and ensuring accuracy of all references and page numbers to the SFH Handbook. The Contractor shall have capacity to concurrently edit multiple documents. The Contractor shall review and update the SFH Style Guide once every contract year.

Performance Standards

a) Standard: 100% accurate editing services for SFH Handbook documents and other policy documents.

AQL: Zero deviation

5.1.2 Single Family Housing Handbook.

The Contractor shall maintain the SFH Handbook. The Contractor shall update the Handbook with changes, including adding or merging new sections. The consolidated SFH Handbook shall include a table of contents, glossary, and acronym list which accurately details the interim sections in a cohesive, consistent manner. The table of contents, glossary, and acronym list shall be maintained by the Contractor and updated upon any changes to the SFH Handbook or other policy documents.

The Contractor shall verify that all internal and external links found in the various sections of the SFH Handbook are current and listed within the consolidated handbook. The Contractor shall assist OSFH staff with the archiving and maintenance of the handbook versions.

Performance Standards:

a) Standard: 100% accuracy in maintaining the consolidated SFH Handbook, including table of contents, glossary, and acronym list.

AQL: Zero deviation

5.1.3 Index Creation.

The Contractor shall create an index to accompany the SFH Handbook and maintain the index upon any changes to the handbook Performance Standards

a) Standard: 100% accuracy in creating and maintaining the SFH Handbook index.

AQL: Zero deviation

5.2 Training Modules.

The Contractor shall revise existing training presentations and develop new training presentations that support the SFH Handbook and FHA products, programs and processes including the handouts and speaker notes and a template for a certificate of completion for each SFH programs assigned. Additional handouts such as job aids may be required. Assignment of the training topics and description will be provided throughout the contract's performance period.

5.2.1 Revise and Maintain Existing Suite of Training Modules.

The Contractor shall, for each existing training module:

· Revise content to align with updates to SFH Handbook to be used to market and advertise the training modules, including a description of the specific learning goals.

· Revise training presentations and produce concise content, using adult learning principals/theories. The content shall not mimic the speaker notes.

· Provide revised accurate and thorough module talking points (scripts) to be used by the instructor for live and pre-recorded learning events.

· Revise handouts (supplemental materials) that shall support the participant's retention of key learning points.

· Revise Handbook training modules including slide content and speaker notes based on Handbook revisions within 60 days of publication date.

Performance Standards

a) Standard: 100% accuracy in updating and maintaining the existing suite of training modules.

AQL: Zero deviation

5.2.2 Develop New Training Modules.

The Contractor shall, for each new training module:

· Develop content to be used to market and advertise the training modules, including a description of the specific learning goals.

· Develop a training presentation that is concise, using adult learning principals/theories. The content shall not mimic the speaker notes.

· Develop accurate and thorough module talking points (scripts) to be used by the instructor for live and pre-recorded learning events.

· Develop handouts (supplemental materials) that shall support the participant's retention of key learning points.

· Develop a template for a certificate of completion with fill-in blocks for the participant's name, training topic, date of the training, and trainer signature line.

The COR, sCOR, or PM will provide a date for the submission of the draft version of the training module. That date will be at least ten (10) business days or more from topic assignment. The Contractor shall submit a draft version of the training module, including handouts, speaker notes, and certificate template on or before the due date. A HUD representative will review the draft submissions and provide comments and recommendations to be applied to the final version of the training module.

Within five (5) business days after receipt of HUD's comments and recommendations the Contractor shall submit the final version of the training module to the COR and sCOR.

Performance Standards

a) Standard: 100% accuracy in developing new training modules.

AQL: Zero deviation

5.2.3 Individual Training Module Planning Meetings.

Within three (3) business days of the assignment of a SFH program topic, the Contractor will initiate and participate in a meeting with HUD/SFH staff to discuss specifics on the topics, such as the key learning points that need to be the focus of the module and common misconceptions or confusion associated with the key learning points. Within two (2) business days after each planning meeting the Contractor shall provide meeting minutes to all participants.

5.3 Website Assessment.

The Contractor shall provide assessments of SFH websites for accuracy, visibility, and usability. The assessment area shall include the HUD@work website (intranet) and SFH presence on www.hud.gov. The Contractor shall provide findings and recommendations, such as proposed language and layout of the website, as well as best practices applicable to HUD's content. The Contractor shall provide assessment only in option period 2.

Performance Standards

a) Standard: An initial assessment with preliminary findings and recommendations shall be delivered by the last calendar day of month nine (9).

AQL: Zero deviation.

b) Standard: The final assessment that includes the findings and recommendations shall be delivered by the last calendar day of month 12.

AQL: Zero deviation

5.4 Policy BPA Maintenance and Support.

The Contractor shall carry out modification, maintenance, and support functions for the OSFHs policy development and Frequently Asked Questions (FAQ) SharePoint solution. The SF Business Policy Automation (BPA) SharePoint application is currently available within OSFH. The URL to access the HUD BPA SharePoint site is: http://hudsharepoint.hud.gov/sites/apps/iWorks/SitePages/Home.aspx.

Performance Standards

a) Standard: 100% accurate modification, maintenance, and support of the policy development SharePoint solution.

AQL: Zero deviation

5.4.1 Training.

The Contractor shall provide HUD staff no more than eight (8) training sessions per contract year on the BPA SharePoint application.

Performance Standards

a) Standard: Provide comprehensive training that outlines the functionality of the BPA SharePoint application with emphasis on any changes that have occurred since the last training session.

AQL: Zero deviation

5.4.2 Maintenance and Modification.

The Contractor shall provide programming support for modifications to the BPA tool. The Contractor may also be required to explore the integration of the BPA with other automated HUD systems, including other HUD SharePoint systems. Modifications include changes to enhance user experience based on staff feedback, the addition and removal of fields, inserting additional workflows, and increasing scalability for use to all of Housing. Increasing scalability could include expanding the BPA tool for the use of other Housing offices, and/or connecting the use of the BPA or other SharePoint tool by other offices. The Contractor shall report maintenance and modification progress in the monthly status report.

Performance Standards

a) Standard: 100% accuracy in providing programming support for the modification to the BPA tool.

AQL: Zero deviation

b) Standard: Provide all documents related to the maintenance and modification of the BPA.

AQL: Zero deviation.

5.4.2.1 BPA SharePoint Tool Report Development.

The Contractor shall update the Automated Policy Development Process User Guide to align with any modifications made to the tool no more than four times a year.

The Contractor shall provide reports on the BPA SharePoint Tool.

Performance Standards

a) Standard: 100% accuracy in developing and maintaining the Automated Policy Development User Guide.

AQL: Zero deviation

b) Standard: 100% accuracy in modifying existing reports and/or developing new reports in the BPA tool.

AQL: Zero deviation

5.4.2.2 End-user Support.

The Contractor shall provide trouble-shooting support assistance with system loading errors, inability to access a certain page. Call-center support is not included. The Contractor shall report end-user support progress in the monthly status report.

Performance Standards

a) Standard: 100% responsiveness to requests for trouble-shooting assistance within one (1) business day.

AQL: Zero deviation

5.5 Project Management Support.

The Contractor shall perform management activities to support the overall management of this contract to include status report meetings, managing and updating schedules, action items log, risks and issues logs, producing executive reports on projects, and contingency preparedness. The Contractor shall support development of project plans highlighting on-going and future handbook activities.

5.5.1 Project Management.

The Contractor shall perform the following tasks:

· Develop and track actual progress to detailed work plans and other tracking tools.

· Communicate project changes and milestone delays/risks to the COR, sCOR, PM and FHA leadership.

· Develop the cycle for each task and updates the timelines regularly and record any changes.

· Maintain an overall project management document/database that is accessible by FHA. This document/database shall include a schedule of all on-going work streams, meetings, deliverables, processes, resources, contact information and documentation of this project.

· Ensure version control of all handbook documents.

· Maintain an action item/issues log that will detail all challenges in completing tasks.

· Create presentation reports and guides to support the handbook activities.

· Continually apply project management principles, tools, and best practices for the improvement of the project.

5.5.2 Meetings.

The Contractor shall provide logistical support for the preparation and execution of meetings. This includes scheduling meetings, drafting meeting minutes, and providing written record of discussions, obtaining necessary meeting resources such as online meeting capability, preparation of reports and presentations.

If the COR/PM determines the need for a performance meeting, the Contractor's key personnel shall be required to attend. The Contractor shall take minutes of the meeting, summarizing the discussion and outlining next steps and provide copies to the COR/PR within 48 hours of the meeting.

Performance Standards

a) Standard: 100% logistical support for the preparation and execution of meetings. This includes scheduling and meeting minutes.

AQL: Zero deviation

5.5.3 Administrative Reporting Requirements.

The Contractor shall submit to the COR a monthly status report by the fifth calendar day of each month. The report shall contain a summary page reflecting the period of reporting, a listing of all work in process, all work completed since the last reporting period as well as total work completed during contract period, dates of completion and work to be completed with an estimated date of completion.

The Contractor shall deliver the report to the COR via email in a Microsoft Word document. The report shall include the following information:

· An executive summary

· Progress from the previous period

· Pending deliverables

· Program challenges

· Status of previous challenges

· Planned accomplishments for the next report

· Areas of concern with proposed solutions

· Change log

· Issues log Performance Standards

a) Standard: Provide a monthly status report that includes an executive summary, progress from the previous reporting period; pending deliverables; and program challenges.

AQL: No later than the 8th calendar day.

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.

4.7.1

Quality Control Plan

Once

5.1.1

SFH Policy Handbook Editing

As needed

5.1.2

Single Family Housing Handbook Maintenance

As needed 5.1.3

Index Creation

5.2.1

Revise and Maintain Existing Suite of

Training Modules

5.2.2

Develop New Training Modules

5.3

Website Assessment

Once (draft & final)

5.4

Policy BPA Maintenance & Support

5.4.1

Training

5.4.2

Maintenance and Modification

5.4.2.1

BPA SharePoint Tool Report Development

As needed

5.4.2.2

End-user Support

5.5.2

Meetings

5.5.3

Administrative Reporting

Monthly

6.1 Quality Control Plan

The Contractor's QCP shall be delivered to the COR, sCOR, and PM 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, sCOR, and PM within 30 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

Acceptance of 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 five (5) business days of the 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, sCOR, 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, sCOR, and PM will evaluate the quality of the product or services.

PERFORMANCE REQUIREMENT SUMMARY (PRS)

Office of Single Family Housing Handbook Implementation and Support Services

AQL: Zero deviation.

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

AQL: Zero deviation

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

AQL: Zero deviation.

b) The final assessment that includes the findings and recommendations shall be delivered by the last calendar day of month 12.

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

AQL: Zero deviation 2% deduction from the monthly associated CLIN price will be assessed for non-compliance

AQL: Zero deviation 2% deduction from the monthly associated CLIN price will be assessed for non-compliance

AQL: Zero deviation

b) Provide all documents related to the maintenance and modification of the BPA.

AQL: Zero deviation.

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

AQL: Zero deviation

b) 100% accuracy in modifying existing reports and/or developing new reports in the BPA tool.

AQL: Zero deviation 2% deduction from the monthly associated CLIN price will be assessed for non-compliance

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

AQL: No later than the 8th calendar day.

2% deduction from the monthly associated CLIN price will be assessed for non-compliance

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