Attachment B_B.1.4_EPS_QASP_v20220526.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Data Entry, Imaging, Indexing, IT Support Services and Related Support Services to include Information Technology

Department of Justice Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF) Enforcement Programs and Services

National Tracing Center (NTC) Division; Firearms and Explosives Services Division (FESD); Firearms and Ammunition Technology Division (FATD); Criminal Intelligence Division (CID) and Operational Intelligence Division (OID); and the National Firearms Act Division (NFAD)

General: This is a non-personnel services contract to provide Contractor Support Services and Consulting Services for the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF)’s Enforcement Programs and Service and Strategic Intelligence and Information Directorates. The Contractor will be responsible for supervising their personnel and maintaining control over all deliverables in the performance of this contract.

Description of Services: The Contractor shall provide all personnel, supplies, transportation, materials and supervision necessary to perform Contractor Support Services and Consulting Services defined in this Performance Work Statement (PWS). Government Furnished Property for contractor use will be addressed within the PWS.

Background: ATF is a law-enforcement organization with unique responsibilities and is dedicated to reducing violent crime and protecting the public. ATF protects the public from crimes involving firearms, explosives, arson, and the diversion of alcohol and tobacco products; regulates lawful commerce in firearms and explosives; and provides worldwide support to law enforcement, public safety, and industry partners. ATF’s objective is to provide fair and effective industry regulation, provide assistance to Federal, state, local and international law enforcement, prevent crime and violence through enforcement, regulation, and community outreach, and provide innovative training programs that support criminal and regulatory enforcement activities.

ISSUED: 5/27/2022

Table of Contents

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1. INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) sets forth procedures and guidelines that the AGENCY will use to monitor performance of the contractor under this contract. A copy of this plan will be furnished to the contractor so that the contractor shall be aware of the methods that the government will employ in monitoring performance on this project and address any concerns that the contractor may have prior to initiating work.

This QASP is pursuant to the requirements listed in the PWS Data Entry, Imaging, Indexing, IT Support Services and Related Support Services to include Information Technology . We use Power Business Intelligence (BI) reporting system as the primary mechanism to ensure required performance standards or services or service levels are achieved by the contractor. This system allows real-time access to all performance measures area that will be either listed below or in an attachment: daily, weekly, monthly, quarterly, and yearly. Other methods of assuring that QASP standards are being meet is by random sampling and visual inspections for all Tasks in the same standards as we use Power BI.

This QASP is a government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the performance requirements standards included in this contract (and in subsequent task orders issued). The intent is to ensure that the contractor performs in accordance with performance metrics set forth in the contract documents, that the government receives the quality of services called for in the contract, and that the government only pays for the acceptable level of services received.

1.1 Purpose

The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received.

This QASP defines the roles and responsibilities of all members of the Integrated Project Team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

The QASP is intended to accomplish the following:

1.2 Scope

The contractor shall be responsible for providing all labor necessary in support of the PWS. ATF provides the systems, technical solutions, equipment, software, and support. ATF anticipates the contractor will suggest process improvements to increase overall efficiency and reduce costs in meeting the mission needs of ATF and its stakeholders. It will be the contractor’s responsibility to learn the processes and procedures of the NTC, FESD, NFA and FATD; as well as the VCAB branch and DENI branch under OSII. Quality management systems, quality control, quality assurance, and ISO 9000 processes are essential to the success of this contract. Throughout the contract life, the contractor is encouraged to seek ways to incorporate process improvements and innovative and emerging technologies that, in the most economic and efficient manner and with a view to return on investment objectives, improve both operational performance and the ATF mission objectives. ATF’s Office of Science and Technology (OST) must approve any new technologies. The contractor is responsible for providing qualified personnel in each of the functional areas that meet the minimum experience and educational requirements for the corresponding labor category prior to performance of services. The PWS provides a broad range of requirements and tasks associated with the performance of the Tasks identified.

1.3 Quality Assurance Surveillance Plan Changes

The government representative(s) shall monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determination regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

The QASP is a living document and, as such, may be changed as needed. The QASP is not part of the contract and may be changed by the Government unilaterally, without notice, approval, or contractor coordination. However, the CO must approve changes. The COR will submit recommended changes to the CO for approval.

The COR and contractor shall jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the CO. Any changes that the Contractor deems may affect contract, price, terms, or conditions shall be referred to the Contracting Officer for action.

2. METHODOLOGIES TO MONITOR PERFORMANCE

The QAM or COR shall perform evaluation using as many of the various methods applicable and outlined in the Performance Requirement Summary (PRS) table included in the QASP. The following methods and techniques may be appropriate for the Contract and are provided as examples and may be incorporated into the PRS to monitor contract performance. Each QASP must select and specify the appropriate methods that will be utilized on the Contract.

2.1 Management Reviews and Reporting

At the end of each assessment period, the COR will prepare a written report for the COR, summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly report will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/ technical/scheduling objectives. Examples of management review and reporting activities that may be used in conducting surveillance include:

2.3 Contractor Metrics

A contractor metric is a performance or behavior measurement of an objective. Contractor metrics may identify performance levels and compare them against a target (also known a Target Metric). Examples of contractor metrics include employee turnover rate, number of suggestions of initiatives, and classifying complaints into picture charts to focus on problem areas. When using contractor metrics as a method of surveillance, the contractor is responsible for reporting on its own performance based on the measurements provided by the government, possibly with contractor input.

2.4 Surveillance Methodology

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are (include those that apply): We will perform all listed below via Power BI reporting system.

2.5 Random Sampling/Monitoring

Random Sampling is a sampling method in which each unit of the population has an equal chance of being selected. This method is done to determine whether the contractor’s performance of a particular task for a given period of time meets the performance requirement based on randomly selected samples of the task. This method is the most appropriate for frequently recurring tasks.

2.6 Customer Input

The contractor shall be expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR as opposed to the contractor. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR.

Customer input may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

This method is an independent evaluation of an activity or process to assess compliance with the terms of the contract. Customer Input may be necessary for certain types of tasks that do not lend themselves to random sampling of 100% inspection. Customer Input may be obtained from the results of formal customer satisfaction surveys or from random customer complaints. It may provide the basis for an incentive payment to the contractor, but it cannot be used on the basis of deduction from payment since it is not a statistically valid method of surveillance. The CO may use validated customer complaints as the basis for actions (other than payment deductions) against the contractor.

2.7 100% Inspection This method is an inspection where specific characteristics of every performance unit are examined and tested to determine conformance with requirements. This surveillance method is preferred for tasks that occur infrequently, as well as for tasks that cannot be randomly inspected.

2.8 Periodic Inspection

The contractor shall evaluate tasks selected using a methodology other than a 100% or random inspection. It may be appropriate for tasks that occur infrequently and where 100% inspection is neither required nor practical.

2.9 Acceptable Quality Levels

The acceptable quality levels (AQLs) are included in Performance Requirements Summary Table. Contractor performances are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. All activities shall be considered certain critical activities other levels of performance are keyed to the relative importance of the task to the overall mission performance and are listed throughout this QASP.

2.10 Communication

Communications is a general surveillance activity. Communications is a two-way process and includes both written and oral communication. Examples of written communications activities that may be used in conducting surveillance include:

Examples of oral communications activities that may be used in conducting surveillance include:

3. QUALITY ASSURANCE SURVEILLANCE AND DOCUMENTATION

3.1 Surveillance Process

Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. Failure to meet the AQL may result in a withholding of payment, at the CO or COR’s discretion, until the problem is rectified.

3.2 Performance Monitoring and Scheduling

The COR shall require the contractor’s PM, or a designated alternate, to meet with the CO, COR, QAM, or PM and other government IPT personnel as deemed necessary to discuss performance evaluation. The COR will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

· Monthly performance assessment data and trend analysis

· Issues and concerns of both parties

· Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

· Recommendations for improved efficiency and/or effectiveness

The QAM shall coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

The COR and contractor shall jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the CO.

3.3 Government Property Administration

The COR will carry out the following functions.

3.4 Surveillance Documentation

The government’s QA surveillance, accomplished by the COR will be reported using the Quality Assurance Surveillance Plan Template. The form, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results, listed in the PM up above, are being achieved.

3.5 Resolving Performance Issues

It is not unprecedented that the AGENCY and the contractor may discover performance issues or deficiencies through the surveillance process. The QAM or COR will provide a list of any unresolved deficiencies to the contractor's representative to afford him/her the opportunity to show where the problem is already in the process of being worked. If evidence is shown where the contractor’s quality program has already documented the deficiency and timely corrective action is resolving the problem, the QAM will follow up with the contractor’s quality assurance personnel to ensure the deficiencies are remedied in a timely manner, in accordance with the PWS.

All deficiencies associated with performance requirements listed on the Performance Requirements Summary, whether remedied by the contractor or not, will be included in the QAMs Status Report regardless of who identified the deficiency.

The QAM, Contractor, and COR will meet daily, weekly, monthly, and/or quarterly to discuss contract performance. The QAM will provide a copy of the meeting minutes to all attendees within 5 workdays of the meeting. Should the need arise for an emergency meeting because of unexpected performance issues, these meetings can be called by either the COR, QAM, or the contractor’s representative.

The COR will retain a copy of all completed QA surveillance forms and documentation.

3.6 Contractor Performance Assessment Reporting System

The Contractor’s performance shall be documented and measured through the annual past performance evaluation through the Contractor Performance Assessment Reporting System (CPARS). Performance will be evaluated in the areas of:

• Quality of Product or Service

• Schedule

• Cost Control (if applicable)

• Business Relations

• Management of Key Personnel

• Utilization of Small Business

The following rating elements will be used to evaluate each area:

4. National Tracing Center Division Performance Measures

4.1 Firearm Tracing

The contractor shall accurately complete 75 percent of Routine Trace Requests within a monthly average of 7 calendar days and 95 percent completed within a monthly average of 20 calendar days at a volume of up to 45,000 traces per month for the contract base year, but subject to increase based on mission requirements or Congressional inquiries/mandates. Over the last five years, the volume of incoming trace requests has increased by an average of nearly 10% annually. Therefore, the upper control limit on the volume of traces completed by month may require annual adjustments depending on agency mission requirements, congressional mandates, or executive orders.

The contractor shall accurately complete 85 percent of Urgent Trace Requests within a monthly average of 8 hours and 95 percent completed within a monthly average of 24 hours at a volume of up to 750 per month.

The source data for Traces completed will be Firearms Tracing System (FTS)/eTOWRS and reporting capabilities will be made available to the contractor via Power BI.

4.2 Out of Business Records (OBR) Processing

The required number of OBR (with no hold exceptions), to include electronic media records and other NTC documents, shall be prepared, digitally imaged quality controlled (IQC) 100 percent and loaded into ECM to produce an average of six million (6,000,000) images per month. Hold exceptions shall be authorized only by designated ATF POC. The source data for the number of images produced will be generated from the ECM and reporting capabilities will be made available to the contract staff via Power BI. The monthly productivity targets may require annual review and adjustments based upon agency mission requirements, congressional mandates, or executive orders.

All OBR (with no hold exceptions) that have been imaged and uploaded to ECM shall be staged for physical destruction by shred contractor within 15 business days from IQC completion. Hold exceptions shall be authorized only by designated ATF POC. The source data for the number of days from image to destruction shall be recorded in a tracking spreadsheet maintained by the ATF POC and made available to the contract staff via the S:/ Drive.

The required number of incoming electronic OBR (with no hold exceptions) shall be converted, quality controlled following AQL methodology, and loaded into ECM / Weapons table to produce an average of four million serial numbers per month. Hold exceptions shall be authorized only by designated ATF POC. The source data for the number of serial numbers loaded will be generated from the ECM and reporting capabilities will be made available to the contractor via Power BI. The monthly productivity targets may require annual review and adjustments based upon agency mission requirements, congressional mandates, or executive orders.

4.3 Stolen Firearms

The contractor shall provide personnel in support of all functions associated with the Stolen Firearms Program, which involves receiving reports of theft or loss, reconciling trace requests showing possible recoveries of these firearms, NCIC data entry and performing National Criminal Information Center (NCIC) validations relative to the thefts and losses of up to 2,350 firearms per month. Accurately enter Theft/Loss Reports into the FTS database within 24 hours of receipt. Accurately process Theft/Loss Recoveries (Transaction Matches) into the FTS database within 24 hours of receipt. NCIC validations to be performed on an ad-hoc basis as directed by the ATF POC. The source data for the Theft/Loss Reports and Recoveries shall be generated from the FTS database and reporting capabilities will be made available to the contractor via Power BI.

4.4 Multiple Sale Forms

The contractor shall accurately enter all, or up to 50,000 Multiple Sale and Demand 3 reports per month (average 2,500 daily) within a monthly average of 24 business hours of receipt by the NTC. The monthly productivity targets may require annual review and adjustments. The source data for reporting multiple sales data entry will be the FTS database and reporting capabilities will be made available to the contractor via Power BI. Timeliness will be based on random sampling at the discretion of ATF.

4.5 Urgent Trace Requests

The contractor shall accurately enter all Urgent Firearm Trace Requests received by mail, fax, telephone, or email within an average of 1 hour of receipt by the NTC, including coding.

Urgent firearm trace request data entry shall be reported daily and cumulatively via the Power BI portal. The source data for reporting the timeliness of urgent firearm trace request data entry will be generated from the contractor logs.

4.6 Routine Trace Requests

The contractor shall accurately enter all or up to 4,500 Routine Firearm Trace Requests per month (average 225 daily) once received by mail, fax, telephone, or email, within an average of 24 hours of receipt. Bulk receipts of trace studies / vault inventories will not be subject to the 24-hour timeliness standard but will be expected to be completed in a reasonable time period as determined by ATF. The monthly productivity targets may require annual review and adjustments.

Routine firearm trace request data entry shall be reported daily and cumulatively via the Power BI portal. The source data for reporting the timeliness of routine firearm trace request data entry will be generated using the contractor logs.

4.7 Demand Data Entry

The contractor shall accurately enter all Demand information into the FTS Database by the end of the next quarter following receipt. Demand data entry shall be reported daily and cumulatively via the Power BI portal. The source data for reporting the timeliness of Demand data entry will be generated using the contractor logs.

4.8 Firearms Services

The performance measure for this area is to provide sufficient competent staff capable of assisting/performing all the described tasks. The contractor shall provide personnel to support the Obliterated serial number program who can (a) research firearms where some digits of the serial number have been altered or destroyed to hide its origin to derive possible alternative serial number combinations to test; (b) to communicate with the requesting law enforcement agency to identify the correct result; and (c) to mark the unassociated trace results to exclude them from analysis.

The contractor shall support the Firearms Recovery Notification Program who can (a) properly list firearms into the system for monitoring; (b) to assess potential matches to those lists; and (3) to alert the Special Agent as to its recovery and determine how to proceed in accordance with standards and policy.

International Tracing involves coordination with the Interpol NCB and associated I 24/7 network as well as those traces originating from Mexico and Central America with particular focus on those submitted via the Spanish language mode of eTrace. A required asset in this area is fluency in Spanish. Portuguese is preferred.

Law Enforcement Tracing involves firearms traced to U.S. government or law enforcement agencies, wherein they must be contacted to determine if the firearm in question was lost or stolen or disposed of officially to another entity (most commonly a Federal Firearms Licensee (FFL) for consignment sale); in order to obtain further disposition.

The contractor shall conduct specialized research for traces wherein the FFL cannot be contacted/located. This team conducts research and follow-up regarding FFL’s who have discontinued business and failed to submit all of their firearm records to the OBR section, generates letters to responsible persons, and initiates Referrals of Information to Field Operations to assist in obtaining disposition information or OBR as appropriate.

4.9 Coding and Quality Assurance Support

The performance measure for this area is to provide sufficient competent staff capable of assisting/performing all the described tasks.

Coding support includes Firearm Trace Requests, Multiple Sale Reports and Demand Reports and is the precursor to the performance measures related to Data Entry. Additions and changes in the weapons edit tables can be part of this task to reduce future traces retained for manual review and correction. Correction of trace requests closed for Error Resolution (Comp Code = “ER”) may also necessary.

4.10 Tracing Operations

The contractor shall provide qualified personnel in sufficient quantity to provide specified support in each area. This includes operating the NTC Customer Support Call Center. The Call Center shall be staffed from 6:00 am to 11:30 pm, M-F, excluding Federal holidays.

Provide eTrace customer support, including technical and administrative assistance from 6:00 am to 11:30 pm, M-F, excluding Federal holidays.

The Call Center shall function as the primary clearinghouse for all NTC customer service requests received via email or by telephone.

Utilizing NTC systems, Call Center staff shall be responsible for assisting with basic trace status checks and/or trace firearms information updates received via email or by phone.

Call Center staff will be responsible for answering basic questions from the public including, but not limited to, National Instant Criminal Background Check System (NICS) denial inquiries and stolen firearm/verification of ownership inquiries received from either Law Enforcement officials or the general public.

Call Center staff will properly route customers to other program areas as necessary Provide eTrace customer service help desk, technical and administrative support from 6:00am to 11:30pm, M-F, excluding Federal Holidays.

4.11 NTC Connect

The contractor shall provide maintenance and support services in support of the NTC CONNECT program to allow for secure connectivity to Information Management (IM) data.

The contractor shall submit monthly status reports and other contract deliverables on time.

Note for NTCD: All the above reference PM may be revisited and adjusted in the future to account for the FTE timeframes needed to meet the targeted 7 calendar day turn around for routine traces as well as contractor support for tracing coverage during weekend hours to assist in the timely completing of urgent traces.

4.12 Customer Service Help Desk and Administrative Support, Customer Service Phone Support (Optional) No performance measures established at this time. Performance measures will be established upon activation by the government. Contractor will have 60 days after award of contract to present solution for this area for approval by the Government. Once NTC accepts solution the contractor shall have 90 days to implement solution.

5. FESD Performance Measures

Department and PWS Ref.

Requirement Performance Standard based on Expected Monthly Workload Levels

FESD-FELC

FELC Applications (Ref. 5.1) FELC Production: The contractor shall data enter FELC applications and renewals.

Enter a quarterly average of up to 700 applications with 90% of these applications with zero errors.

FELC Adds/Deletes (Ref. 5.1) FELC Production: The contractor shall enter employee possessors (Eps) and responsible persons (RPs) being added to an FEL or FEP which includes the initiation of the NTN or a deactivation in accordance with documented measures.

Enter a quarterly average of up to 7,500 Add's/Deactivations with 90% of these items with zero errors.

FELC NTN Updates (Ref. 5.1) FELC NTN Updates: The contractor shall process FELC "NTN Updates" in accordance with documented measures.

Enter a quarterly average of up to 7,500 NTN updates with 90% of these updates with zero errors.

FESD-FFLC

FFLC Applications (Ref. 5.1) FFLC Production: The contractor shall process FFLC applications in accordance with documented performance measures.

Enter a quarterly average of up to 4,200 applications with 90% of these applications with zero errors.

FFLC Corporate Accounts Responsible Persons (RPs) additions and deactivations (Ref. 5.1) FFLC Production. The contractor shall enter Corporate RPs via ATF received correspondence for the FFLC. Contractors shall enter and return the Responsible Person sheet to the Assigned Corporate Examiner after entry.

Enter a quarterly average of up to 500 with 90% of the items with zero errors.

FESD-FEIB

FEIB Imports Production (Ref. 5.1) Imports Production: The contractor shall process applications in accordance with documented performance measures.

Enter a quarterly average of up to 1,500 applications with 90% of the applications with zero errors.

ATF Referrals (Ref. 5.7) Imports Production: The contractor shall retrieve archived documents and perform queries which shall include but not be limited to Form 6s and Form 6As.

Perform a quarterly average of up to 50 queries with 90% of the items with zero errors.

Perform tasks as assigned and close as determined completed by COR and Task Manager With 90% of the items with zero errors.

FESD Administrative

FESD Quality (Ref. 5.1 – 5.9)

FESD Admin Faxes (Ref. 5.1) FESD ADMIN Production: Fax Queues:

Contractor shall print faxes within 1 hour of receipt. (measured quarterly)

Contractor shall print faxes within one hour of receipt. 98% of faxes must be distributed within one hour

FESD Admin Mail (Ref. 5.1) FESD ADMIN Production Mail: Contractor shall deliver daily mail (averaged) within allocated time (measured quarterly).

All mail received will be delivered within 24 business hours from the time it was received. 98% of mail must be delivered within the 24 business hours from the time it was received.

FESD Admin Production (Ref. 5.1) FESD ADMIN Production: Contractor shall complete all branch specific admin duties. Vendor and ATF agree that all performance measures for Admin Projects will be mutually agreed upon in writing at the time of task assignment.

Perform individual tasks as assigned and close as determined completed by COR and TM.

Customer Services Representative Support (Ref. 5.6) FESD CSR Production: Average Handle Time: Contractor shall track the average time, starting from when an agent spends time picking up the phone until the call is disconnected.

Quarterly average of up to 3 negative quality customer surveys received for the group.

Customer Services Representative Support (Ref. 5.6) FESD CSR Production: Time to Answer Speed: Contractor shall maintain an averaged call answer speed of 1:10 (mm:ss), (measured quarterly)

Quarterly average of up to 1:10 (mm:ss) call answer speed time average for group. Return phone call within 24 hours.

Letter of Authorization (Ref. 5.2) FESD LOA Production: The contractor shall process Letters of Authorization (LOAs) for the FFLC and FELC in accordance with established procedures and checklist. All LOAs will be QC'd before being issued.

Quarterly average of up to 250 98% of LOAs with zero errors.

IQC (Ref. 5.4) Image Quality Control for FESD: The contractor shall review images for quality in accordance with established procedures.

Quarterly average of up to 25 boxes IQC . 98% of images with zero errors.

AFMER (Ref. 5.3) AFMER Production: The contractor shall prep and enter non e-filed AFMER forms, QC of data entered, and prepare for imaging to include target sheet attachment.

Up to 3,000 forms processed per Quarter. 98% items with zero errors.

6. FATD Performance Measures

Department and PWS Ref.

Requirement Performance Measurement based on Expected Workload Levels

FATD (Research Assistant Support)

Contractor shall provide research assistance to the Firearms and Ammunition Technology Division (FATD) with Industry and Criminal correspondences, Marking Variance data, IQ record analysis, and relevant firearm research for FEO casework. The contractor shall also perform the following administrative functions: maintain record of all incoming calls and voicemail on both Criminal and Industry lines; perform the printing, compiling, transmitting, or mailing of completed correspondences; file hard copies of annual Industry brochures in the FATD catalogue collection; maintain organization of the reference library; sort, forward, and log incoming correspondences from FireTech; manage visitor sign-in processes; and assist with additional projects as approved by the TM and COR.

Research Assistants are to support FATD with research requests on firearm, record, and data files. Provide daily administrative duties on all incoming phone calls, voicemails, emails, faxes, and correspondences at a 100% acceptable quality level as documented by COR inspections.

FATD (Warehouse Specialist Support)

Contractor shall provide logistical warehouse support to the Firearms and Ammunition Services Section (FASS) with task items related to verification, tracking, shipment, receipt, destruction, and inventory of firearms in prop or reference collections.

Additional warehouse tasks may be performed as approved by the TM and COR.

Warehouse Specialists are to support the FASS Armorer with daily warehouse processes and functions. Conduct annual physical audit to verify 100% inventory accountability, as documented by the COR inspections

7. CID/OID Performance Measures

Violent Crimes Analysis Branch

DENI Branch

8. National Firearms Act Division (NFAD) Performance Measures

NFA Division RA Support (Ref. 8.7) NFA Division RA Production: Total number of Tax-Paid applications processed forwarded to examiners for final disposition (Approval, Denial, etc.)

Tasks assigned by the Task Manager, with the role of working tax paid forms, non-error forms will be processed within 5 days of receipt by the RA team, the error forms within 45 days of receipt.

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

Under $175K within 3 business days of receipt by Data Entry Team.

Between $175K and $500K within 5 business days of receipt by Data Entry Team.

Greater than $500K and up to $750Kwithin 10 business days of receipt by Data Entry Team.

Any lockbox received greater than $750K would receive special consideration from the COR.

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

The contractor shall prep, and data enter Loose Forms in accordance with documented performance measures (refers to forms 2,3,5,9,10,5320). (unless low volume prevents measures from being met) Prep and enter all non-tax-paid applications by the close of the next business day upon the receipt of an enterable form.

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

All FPCs received via Eforms will be entered, scanned, and demoed within 5 business days of receipt into the division.

Lockbox FPCs:

Scan and demo all FPCs within 5 business days upon completion of the data entry process.

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

Data Entry - Missed or duplicate application Multiple SN, restrictions, incorrect weapon copied.

Research Assistant -Success Rate of perfected applications, prepared and reviewed that are forwarded to the examiners for approval.

Monthly average of 99% accuracy for all work.

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

NFA Division Volume of Imaging of Final Applications (Ref. 8.5; 8.8)

NFA Division Quality: Vendor shall scan all completed final disposition tax paid and non-tax paid forms.

This measure is being applied to 100% of items scanned and agreement to the 10% IQC standard in place.

Image all applications with target sheets within 4 business days of receiving

Verify all expected images have been scanned. Take corrective action, if necessary, within 2 business days.

IQC agreed upon random sample of shipment ready for transfer to NARA within 10 business days. Take corrective action, if necessary, within 2 business days of the completion of the initial IQC.

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

Quarterly review; however, each month, CSR must average of 1:10 (mm:ss) or less call answer speed time 99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

0-300 pieces delivered within three business hours from time received 301-500 pieces delivered within four business hours from time received 501-750 pieces delivered within five business hours from time received 750 -1200 pieces delivered by 5 PM the next business day 99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

Vendor and ATF agree that all performance measures for Admin Projects will be mutually agreed upon in writing at the time of task assignment.

Provide daily administrative duties on a 100% acceptable quality level determined by mission priorities and as documented by the COR inspections.

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors

99% quality level based on random sampling, error reporting via FTE notification to COR; PowerBI dashboards that track production; SQL scripts that identify errors