B08_SOL_Attachment_B_-_PERFORMANCE_WORK_STATEMENT_(PWS)_(1).pdf

RFQ 140D0424Q0502 Pipeline Assessment Group (PAG) Contact Center Services

ATTACHMENT B: PERFORMANCE WORK STATEMENT (PWS)

RFQ 140D0424Q0502 ATTACHMENT B: PERFORMANCE WORK STATEMENT (PWS)

PERFORMANCE WORK STATEMENT (PWS)

OFFICE OF VOLUNTEER RECRUITMENT AND SELECTION (VRS)

PIPELINE ASSESSMENT GROUP (PAG)

FOR

PEACE CORPS (PC)

PART 2 GENERAL INFORMATION

2. GENERAL: This non-personal services contract provides operational support to the Peace Corps Office of Volunteer

Recruitment and Selection (VRS). In accordance with (IAW) FAR 37.104, the Government will not exercise supervision or control over the Contractor employees performing services under this contract. Contractor employees shall be accountable solely to the Contractor, who, in turn, is responsible to the Government.

2.1. Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to perform operational support VRS as defined in this Performance Work Statement (PWS), except for those items specified as Government-furnished property and services.

The Contractor shall perform to the standards in this contract.

2.2. Background: VRS is responsible for recruiting applicants for the Peace Corps (PC). Potential applicants are found both through in-person and online activities. As the Peace Corps is expanding its online presence, there is an emergence of more leads coming in online. VRS is expanding its efforts to ensure all potential leads generated from online receive top-notch customer service.

2.3. Objectives: VRS is expanding its efforts to refine leads for Peace Corps Recruiters nationwide by creating a Pipeline

Assessment Group (PAG). The goal is to provide pre-qualified hot leads and enable the Peace Corps Recruiters to focus more on qualified applicants. VRS conducts lead refinement operations that ensure that only those leads that meet the qualifications based on current business rules and desire to speak with a recruiter are forwarded to a Peace Corps Recruiter.

VRS provides world-class customer service and support to all inquiries received through multiple platforms and to all applicants seeking assistance in online application processing. Additionally, VRS conducts lead generation, answers general accession questions, and provides PC awareness in all sections. The VRS staff is an outward public-facing entity in the Peace Corps that directly engages with the American public daily. The professionalism and product knowledge of the staff are of the highest importance as they will directly impact the public perception of the Peace Corps.

2.4. Scope: The Contractor shall provide all necessary labor, management, supervision, and materials to operate the PAG.

PC is responsible for operating, maintaining, evaluating, and analyzing web-based operations supporting the efforts. The

Contractor shall measure and analyze virtual, existing initiatives and programs specific to recruiting efforts. The Contractor shall use multiple methods of communication to contact and refine leads, assist in application processing, provide world-class customer service support, and respond to all inquiries.

2.4.1. The PAG is responsible for refining leads from various sources, including:

• Answering the Peace Corps recruitment phone line,

• Answering the Peace Corps recruitment email,

• Leads that come in online through advertising and other sign-ups,

• Leads that a recruiter uploads and shares,

• Responding to the Peace Corps online chat system, and

• Leads that are shared through other means.

2.4.2. Once a member of the PAG refines a lead and determines their interest and qualifications, they are transferred to a Peace Corps Recruiter.

2.5. General Information

2.5.1. Quality Control (QC): The Contractor shall develop and maintain an effective quality control program that addresses all areas of the PWS to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s QC program assures the Government that its performance complies with the terms of the contract. The Contractor shall submit its QC plan within 15 days of contract award. Any changes to the QC plan must be provided to the Government through the

Contracting Officers Representative (COR) and Contracting Officer (CO) at least seven days prior to implementation.

After the Government accepts the QC plan, the Contractor shall receive the COR’s acceptance in writing within five days of any proposed change to the QC system.

2.5.2. Quality Assurance (QA): The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). The QASP defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

2.5.3. Recognized Holidays: Services will typically not occur on the following holidays below. Only the CO is authorized to approve work on the recognized federal holidays.

• New Year's Day (January 1)

• Birthday of Martin Luther King, Jr. (Third Monday in January)

• Washington's Birthday (Third Monday in February)

• Memorial Day (Last Monday in May)

• Juneteenth National Independence Day (June 19)

• Independence Day (July 4)

• Labor Day (First Monday in September)

• Columbus Day (Second Monday in October)

• Veterans Day (November 11)

• Thanksgiving Day (Fourth Thursday in November)

• Christmas Day (December 25)

2.5.4. Hours of Operation: The hours of operation shall be Monday through Friday from 9:00 AM to 9:00 PM in all four

US time zones. All times are exclusive of Federal holidays listed in section 2.5.3 of this PWS. Hours outside the core hours of operation can only be approved by the CO. Hours may be adjusted based on analysis of user volume and interaction at the Government's request through the CO. The Government does not anticipate overtime. Note, as this is a program that crosses US time zones, it is expected that working times would be staggered to cover all US time zones.

2.5.5. All Contractors are required to work remotely.

2.5.6. Security Requirements: Each contract staff member who needs access to the information technology (IT) systems must undergo individual suitability checks.

2.5.6.1.1. Personal Identity Verification Requirements: A Personal Identity Verification (PIV) card will be issued to all eligible Contractors throughout the Peace Corps. The Contractor will coordinate with the COR to input Contractors into the system. The PIV's expiration date will be three years at maximum.

2.5.6.1.2. PIV Requirements: Before PIV issuance, the Contractor employee requires, at a minimum, a favorably adjudicated National Agency Check and Inquiries (NACI) or an equivalent or higher investigation in accordance with agency needs. The Contractor employee will be issued a PIV via login to Peace Corps networks remotely. At the discretion of the sponsoring activity, an initial PIV may be issued based on a favorable review of the FBI fingerprint check and successfully scheduled NACI at the Office of Personnel Management.

2.5.6.1.3. Lost, Stolen, Damaged PIV: Notify the COR immediately if a PIV card is lost or stolen. Damaged, lost, or stolen cards will need to be replaced. Depending on current regulations, lost or stolen ID cards may require a report to be filed with security.

2.5.6.1.4. The Contractor shall be responsible for ensuring all employees receive the training required by the Peace Corps.

2.5.6.1.5. The Contractor shall initiate and submit for approval and signature (via email) an electronic System

Authorization Access Request (SAAR) to the Peace Corps Office of Chief Information Office (OCIO) or as directed for their employees to gain system access, modify system access or delete system access. A list of online training will be provided.

2.5.6.1.6. Contractor shall bear the responsibility to expend reasonable efforts to recover the PIV of an employee who was terminated or quit without foreknowledge of the Contractor leadership. Reasonable efforts would be telephonic, registered letters, and home visits. If all these efforts are met with negative responses or results, a Memorandum for Record will be submitted to the Peace Corps. The Government may file charges with the local police department for theft of Government property.

2.5.6.1.7. Background Check: All Contractors shall undergo background checks performed by the Government. The

Contractor shall inform the personnel, prior to submitting their names, that a check will be carried out. Personnel who do not permit background checks will not be allowed to work.

2.5.6.1.8. Employee Termination: If an employee resigns or is terminated, a revised SAAR must be sent to the COR, the

PIV card collected, and the OCIO informed immediately.

2.5.6.2. Contractor Employees Who Require Access to Government Information Systems: All Contractor employees with access to a Government info system must take annual IT training at a minimum, and the results must be reported to the

COR.

2.5.6.3. Required Peace Corps Training: All online training mentioned in this PWS as a requirement must be completed prior to obtaining network access. The Contractor is responsible for completing annual recertification and new hire initial certification. Required Peace Corps Training is to be determined. Required training may include attendance at the annual

All VRS Training (AVT) and up to two local in-person training annually. At the AVT event, all VRS staff receive critical training and updates on VRS strategic objectives, strengthen team cohesiveness, and sharpen on-brand messaging and recruitment initiatives. Additionally, travel to Peace Corps Headquarters for ad hoc training may also be required, in accordance with 6.1.18.3. In these cases, 30 days advance notice will generally be given.

2.5.6.4. Information assurance (IA)/Information Technology (IT) training: All Contractor employees shall complete the

Peace Corps awareness training before the issuance of network access and annually after that, with results reported to the

COR. All Contractor employees working in IA/IT functions must comply with the Peace Corps training requirements within 30 days of starting employment.

2.5.6.5. Annual Cyber Awareness Training: All Contractor employees shall complete the Annual Cyber Awareness

Training as directed. This training will be completed prior to obtaining access to any Government system and annually after that, with results reported to the COR.

2.5.6.6. Acceptable Use Policy: All Contractor employees shall complete a new Acceptable Use Policy (Annual

Requirement), if applicable.

2.5.7. Special Qualifications: Recruiting for the Peace Corps is a very specialized task requiring a different skill level than a typical “call center” type employee. The Peace Corps is a highly specialized and hand-selected career field. The public expects us to know what we are talking about, be able to answer specific questions, and to have been in the shoes we are asking them to fill. The Contractor shall advise all Contractor employees that any information concerning requests received by the Peace Corps and that all information relayed to the customers of the Peace Corps shall be accurate at all times. Responses given by Contractor employees may reflect on the credibility of the Peace Corps recruiting process. The

Contractor shall not hire off-duty Government employees (civilian or military) whose employment would result in a conflict with the PC regulation, policies, procedures, manuals or the Standards of Conduct for Employees of the Executive

Branch (5 C.F.R. 2635). All Contractors shall be citizens of the United States to obtain access to Government networks.

2.5.7.1. Program Manager: The Contractor shall ensure that all staff employees are knowledgeable in all aspects of recruiting operations. The analyst for each position will have the basic qualifications and practical experience to qualify as the subject matter expert (SME) in recruitment.

2.5.7.1.1. Data Analyst: The Contractor shall continually analyze operations to maximize the potential target market penetration while remaining flexible to Government requirements to cover areas during surge periods or other periods of particular emphasis. The Contractor shall collect and validate data for reports to be delivered to the Government that include the total number of attempts made, lead contact statistics (what attempt number and type), time trend analysis, contact feedback, contact volume, contact length, and workload requirement. All reports shall be completed for each assigned lead source and shall designate the number of leads available for each lead source from the date assigned.

2.5.7.1.2. Outreach Analyst: The Contractor shall ensure that personnel who have experience related to world-class customer service perform services in the lead refinement center. Ideal candidates will be Returned Peace Corps Volunteers

(RPCV), but it is not required. Candidates will be working directly with the public, so they must be able only to share approved information, respond promptly and always be professional. It is encouraged that the Contractor develop internal training procedures to identify training needs, ensuring the staff is current on their product knowledge and cannot afford to be operating with erroneous information.

2.5.8. Overall Staff Requirements: The Contractor shall be responsible for ensuring its Contractors possess the skills required to perform all functions of this contract, including basic computer literacy skills, working knowledge of the internet, working knowledge of social media, and current PC-approved office software.

2.5.8.1. Skill Verification: The Contractor is responsible for ensuring all personnel hired to fill a specialized skill set provide proof of experience for the position being hired for. Such proof can include but is not limited to discharge papers, diplomas, transcripts, military/civilian performance reports/evaluations, or letters of reference. The Contractor must be able to provide the documentation to the CO if requested.

2.5.8.2. New Hire Notification: The Contractor shall submit the suitability check (form provided by the Government) of all personnel hired to the CO and COR by email, along with the name of the person they are replacing and the position they will fill. The date of hire for purposes of this PWS will be the date the employee's SAAR is submitted for approval.

When staff who possess special access or administrative rights depart, it is the vendor’s responsibility to identify a replacement within one business day and a SAAR is submitted if required.

2.5.8.3. List of Employees. The Contractor shall maintain a current listing of employees assigned under this contract and define key personnel. The Peace Corps Office of Safety and Security (OSS) may validate and sign the list and provide it to the Contracting Officer and COR. An updated listing shall be provided upon request.

2.5.9. Kick-Off Meeting / Periodic Progress Meetings: The Contractor agrees to attend a Kick-Off meeting convened by the contracting activity or contract administration office. As appropriate, the Contracting Officer, Contracting Officers

Representative, and other Government personnel may also meet periodically with the Contractor to review the Contractor's performance. At these meetings, the CO will inform the Contractor of how the Government views the Contractor's performance, and 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.

2.5.10. Contracting Officer Representative (COR): The COR will be identified in a separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government specifications;

monitor Contractor's performance and notify both the Contracting Officer and Contractor of any deficiencies; provide site entry of Contractors. A letter of designation issued to the COR, a copy of which has been sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

2.5.11. Key Personnel: The following personnel are considered key personnel by the Government, and names shall be submitted with the proposal and before any change: Program Manager (PM). The Contractor shall provide a PM who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the

Contractor when the PM is absent shall be designated in writing to the Contracting Officer with the proposal and prior to any PM changes. The PM or alternate shall have full authority to act for the Contractor on all contract matters relating to the daily operation of this contract. The PM or alternate shall be available between 8:00 AM to 5:00 PM EASTERN, Monday through Friday, except for Federal holidays or when the Government facility is closed for administrative reasons.

Qualifications for all key personnel are listed below:

2.5.11.1. Program Manager (PM): The PM serves as the Contractor's authority and must be proficient in project management, data analysis, and recruitment. The Contractor PM shall have at minimum five (5) years of experience with similar projects, knowledgeable with metrics, accounting, and knowledge management. The Contractor PM and all designated alternates shall be able to read, write, speak and understand English.

2.5.12. Future Use: Texting could be expanded as policies change, allowing mass text capability to be used for lead refinement.

2.5.13. Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, including the source codes of any software produced under this contract, shall be Government-owned and are the property of the Government, with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may only be used or sold by the Contractor with written permission from the CO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

2.5.13.1. Data Storage: The Contractor shall ensure that all data produced for this contract is maintained and stored on a shared drive accessible by both the Government and the Contractor. As of the writing of this contract, a shared drive is in use and is provided by the Government.

2.5.14. Organizational Conflict of Interest: Contractors performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications, or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the

CO through the COR immediately whenever it becomes aware that such access or Participation may result in any actual or potential OCI and shall promptly submit a plan to the CO to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the CO. In the event the CO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the CO may offer other remedies as they deem necessary, including prohibiting the Contractor from participation in subsequent contracted requirements that may be affected by the

OCI.

2.5.15. Phase-Out Period: After the PWS contract period of performance, during its last five business days, the Contractor shall conduct phase-out operations, allowing the incoming vendor time to conduct interviews and basic administrative actions to facilitate a smooth transition. Submit a draft plan to the CO through the COR within ten business days.

2.5.16. Staffing and Training Plan: The Contractor shall develop and present the staffing and training plan to the CO and

COR during the kick-off meeting. The staffing plan should include a mention of maintaining a low attrition rate and a proactive approach to the turnover of contractor personnel. At a minimum, the training plan will cover messaging, training circulars, and safety and security training. The training plan should include the date and time of the training, the subject, and the reference used for the training. Peace Corps will provide relevant regulations in support of training development.

2.5.17. Staffing of Contractor Personnel: The Contractor shall provide a stable workforce throughout the duration of the contract, as defined by VRS. No positions shall remain vacant for more than 30 working days.

2.5.18. Investigation of Alleged Impropriety and Misconduct: The Government will investigate any alleged or perceived impropriety. The Government will also allow the Contractor to conduct its own investigation. The CO will investigate any allegations through the Non-Compliance Report process, allowing the Contractor to submit rebuttals if desired.

PART 3

DEFINITIONS, ACRONYMS, AND ABBREVIATIONS

3.1. DEFINITIONS

3.1.1. APPLICANT: A person who has completed and submitted their Peace Corps application.

3.1.2. Contact: Communicating directly with the lead you are trying to reach, not the parent, sibling, or friend.

3.1.3. Contractor: A supplier or vendor awarded a contract to provide specific supplies or services to the Government.

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

3.1.4. 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.

3.1.5. Contracting Officer Representative (COR): An employee of the U.S. Government appointed by the Contracting

Officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has the authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change to the terms and conditions of the contract, and has no funding implications. The COR does NOT have the authority to change the terms and conditions of the contract.

3.1.6. Defective Service: A service output that does not meet the performance standard associated with the Performance

Work Statement.

3.1.7. Deliverable: Anything that can be physically delivered may include non-manufactured things such as meeting minutes or reports.

3.1.8. Event: Any activity associated with a Peace Corps recruiting staff as noted by the VRS.

3.1.9. High Volume: Any systemic spike in a number of leads that is larger than an established benchmark that is assessed within the first 90 days of performance.

3.1.10. Lead A name with an address, telephone number, or e-mail address a recruiter can use to contact an individual.

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

3.1.12. Prospect: A person who agreed to meet with a recruiter or has met with a recruiter but has yet to commit to the process.

3.1.13. Prospecting: An activity to contact leads and engage them in conversation through telephonic, face-to-face, and virtual means.

3.1.14. Quality Assurance (QA): The Government procedures for verifying that the services being performed by the

Contractor are performed according to acceptable standards.

3.1.15. Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

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

3.1.17. Referral: A lead furnished to a recruiter by an individual with the intent that a recruiter will contact the lead.

3.1.18. Refined Lead: The lead was found to be qualified and indicated that they are willing to speak with a recruiter.

3.1.19. Reports: On request, daily, monthly, quarterly, or annually required packets of information. Most data will be compiled from Peace Corps databases. Some reports may get data from other locations; however, all reports will use official Government-approved methods of data collection and be submitted by the fifth business day, monthly.

3.1.20. Subcontractor: One who enters into a contract with a prime Contractor. The Government does not own the contract with the Subcontractor. All Subcontractor work is the responsibility of the prime Contractor.

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

3.1.22. Work Week: Monday through Friday, unless specified otherwise.

PART 4

GOVERNMENT-FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

4. GOVERNMENT-FURNISHED ITEMS AND SERVICES:

4.1. Equipment: The Government will provide computers, cell phones, limited peripherals, and authorized software as needed for the performance of the contract. Any laptops provided to the Contractor will be distributed in accordance with

Peace Corps IT policy, including proper hand receipt procedures. Equipment provided by the Government is for the execution of the PWS.

4.1.1. All Government equipment will be inventoried, exchanged, or turned in as required, and all documentation must be maintained. The PC must approve any use of Government equipment outside of the location of work designated on the

PWS, and requests will be submitted two weeks in advance.

4.2. Support: The Government will provide initial training on new software, hardware, and procedures related to the performance of this contract and, as needed, after that for new platforms.

PART 5

CONTRACTOR FURNISHED ITEMS AND SERVICES

5. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

5.1. General: The Contractor shall furnish all supplies, other equipment not provided by the Government, facilities, and services required to perform work under this contract that is not listed under Part 4 of this PWS.

5.2. Materials: The Contractor shall furnish any materials and office supplies that this contract requires.

PART 6

SPECIFIC TASKS

6. Specific Tasks:

6.1. Basic Services: The Contractor shall provide services for VRS in support of lead refinement and processing, including e-application, QA/QC procedures, world-class customer service, and recruit sustainment operations, as provided below.

6.1.1. General: Lead refinement operations are defined as any attempt to contact a lead to establish qualifications and determine interest.

6.1.1.1. Contractor shall be required to have current knowledge of all qualifications for Peace Corps programs. VRS will provide updates and changes to programs, options and qualifications.

6.1.2. Answering Phone Line: The Contractor shall ensure that the general recruitment Peace Corps phone line (calls received/placed) is always answered between 9:00 AM and 9:00 PM in the lead's local time zone. Messages left during non-work hours should be responded to within 24 hours or the next business day.

6.1.3. Answering General Email: The Contractor shall ensure that all inquiries into the general recruitment inbox are answered within 24 hours or on the next business day if there are more than 24 consecutive non-working hours.

6.1.4. Provided Leads: Contact all provided leads within two business days of receipt. Provided the lead has a phone number and an email, then each lead will be attempted at least three times via phone, three times via text and two emails.

There will be one business day in between each call to the lead; emails will be sent at the same time as the first and second phone contact attempts.

6.1.4.1. Telephonic attempts to contact a lead shall be made to ensure that one call is prior to 12:00 PM, one call is after noon and before 7:00 PM lead’s time zone, and one of the three contact attempts must be after 7:00 PM in the lead’s time zone before applying the “Unable to Contact” (UTC) disposition. No telephonic attempts will be made before 9:00 AM or after 9:00 PM in any time zone unless a required lead request should the lead not be home. If a family member or roommate answers the call, you are highly encouraged to ask that person when a better day, time and way is to make non-contact or if a different telephone number is better than the one used. The request to contact after 9:00 PM and other additional information obtained must be annotated in the contact history of the lead record.

6.1.4.2. Telephonic attempts made during the school year (September – June) to leads listed as high school seniors shall be made to ensure that one call between 3:00 PM and 4:00 PM, one call between 6:00 PM and 7:00 PM, and one of the three contact attempts must be after 7:00 PM in the lead time zone before applying the UTC disposition. During the summer vacation months of June through August, these leads will be contacted IAW the procedures listed in 2.5.4 of this PWS.

6.1.4.3. If only a phone number is provided, the Contractor shall attempt three calls and three texts, with one business day between each call. In this instance, the lead will be assigned the disposition of Unable to Contact after the third call attempt if no contact was made.

6.1.4.4. If only an email address is provided, the Contractor shall, at a minimum, attempt to contact by email within three business days between the two attempts. In this instance, the lead will be assigned the disposition after five business days from the first initial email attempt. If a response is received at any point within the lead contact timeframe, the Contractor shall request a phone number from the lead source and attempt to refine the lead for three additional business days via telephone outreach before applying the disposition.

6.1.4.5. If a returned email does not contain a telephone number when received, then only one email will be sent to request the number, and this additional email attempt will be annotated in the lead record. If no response is received within three business days, the lead will again be assigned a disposition and an explanation placed in the contact history.

6.1.4.6. Should a new lead or a lead with a previously assigned disposition be received at any time, either telephonically or via email, the Contractor shall search for the record and then create/revive the lead record and follow the contact methodology listed. This occurs when a new list is loaded or a lead requests information online, causing the system to put the lead back into the system.

6.1.5. Online Chat: From 9:00 AM to 9:00 PM (in the lead time zone), a live person should be available to answer questions via the online chat. Chat inquiries that come in after hours should be answered within 24 hours or on the next business day if there are more than 24 consecutive non-working hours.

6.1.6. Contacting Returned Peace Corps Volunteers (RPCV): Periodically, the Contractor will receive a list of people who have just finished their Peace Corps service. The Contractor shall contact that list within one week of receiving it, following the script provided by VRS. The Contractor shall contact other leads as provided by the Peace Corps (if it is a bulk upload, the exact requirement can be discussed with the COR).

6.1.7. LinkedIn/Handshake: The Contractor will be responsible for sending messages to leads via LinkedIn and

Handshake. A minimum of five groups should be created and reached out to each week. The Contractor should respond to all incoming leads within 24 hours or on the next business day if there are more than 24 consecutive non-working hours.

6.1.8. Recruiter Inbox: The Contractor shall monitor the mailbox to ensure timely responses within 24 hours or the next business day.

6.1.9. Disqualified Notification: The Contractor shall inform leads who are disqualified (under current regulations) as to their disqualification and ensure their applicant’s record provides a detailed explanation.

6.1.10. Low Leads Notification: The PM shall notify VRS in writing when the number of leads available by the assigned source falls below the threshold to sustain operations. This threshold is determined by the number of leads required to maintain continuous operations for a week. This will allow time to obtain a new priority list. If leads are exhausted before a new list is received, VRS will direct prospecting efforts.

6.1.11. Operations: When a new application is received, Contractors shall attempt to contact each applicant by telephone to congratulate them on their decision to apply to the Peace Corps and provide them with a means of communication if they need any assistance within 24 hours or the next business day.

6.1.11.1. Contractors shall ensure that all attempts to contact and contacts with the applicant are annotated in the contact history comments section.

6.1.11.2. Recruiter Leads: Contractors shall not work with any leads whose lead record indicates recruiter remarks dated within the last 30 days.

6.1.11.3. New Record Creation: Contractors shall create a new record in cases where the applicant does not appear in the system, perform the qualification process, and adequately disposition the record.

6.1.11.4. Contractors designated as Program Managers or their equivalent shall review and perform quality control validation of applicant records, annotating a processing log with the deficiencies or additional information required to complete the record.

6.1.12. Response Method and Time: The Contractor shall conduct all telephone operations on the assigned cell phone and respond to all inquiries on the same day they are received. Inquiries received outside of normal operating hours will receive a response within 24 hours or the next business day.

6.1.13. Website Chat Function: The Contractor shall conduct and moderate specialty chat operations as requested by the

Government. Specialty chat is subject to change based on mission and marketing strategy.

6.1.14. Website: If the Contractor notices any issues with content accuracy or loss of website services, written notice should be reported to the COR immediately.

6.1.15. Phone Number: The Contractor shall conduct all telephone world-class customer service calls using their assigned

Peace Corps Government-Furnished Equipment.

6.1.16. Professionalism and Response Time: The Contractor shall be professional and courteous when responding to inquiries.

6.1.16.1. World-Class Customer Service: Encounters that may require the Program Manager to perform custom service recovery review(s), and if service recovery is appropriate due to a complaint, contact will be made with the lead. This shall occur for any interaction with an Outreach Analysts or contract employee who fails to return an aggravated, dissatisfied lead to a state of calm satisfaction. This shall include complaints received against an Outreach Analysts or contract employee, issues identified during call calibration or call evaluations, and post-call survey below a Satisfactory rating on

Service Recovery Review on all lead calls/chats/emails, etc., efforts.

6.1.17. Events: The VRS virtual service team regularly conducts large events. The Contractor shall attend events when requested and shall follow up with all attendees, inclusive of virtual events and any follow-up efforts.

6.1.18. Operational Reports: The Contractor shall electronically submit monthly Key Performance indicators that include

Abandonment Rate, Speed of Lead Response, Staffing Readiness, In-Service Time, Service Recovery, Analyst Call

Evaluation, World-Class Customer Service, Schedule Adhesion, Technical Needs, Team Metrics, Supervisor Metrics, Ad-hoc reports upon request, and Program Manager metrics.

6.1.18.1. Meeting Minutes: The Contractor shall prepare and submit meeting minutes for all meetings attended by the

Contractor and submitted to the COR within five business days after the conclusion of the meeting.

6.1.18.2. Monthly Reports: The Contractor shall submit monthly reports to the COR on the fifth business day of the month to track the ongoing status of all Peace Corps Lead refinement operations. The Monthly Report contents will be mutually agreed upon. The monthly action (and performance failure action) plan shall include actions taken to address any key performance metrics per 6.1.18 that were not met. If failed metrics have yet to be entirely resolved by the time the action plan is published, the Contractor shall provide a timeframe for resolving the issue. It is expected that the Contractor shall maintain communication with the Peace Corps accordingly so that any arising issues are transparent to both parties to prevent escalation of outstanding issues.

6.1.18.3. The Government anticipates travel under this effort. Travel must be pre-approved in writing by the Contracting

Officer’s Representative (COR) and in accordance with Federal Travel Regulations (FAR 31.205-46). Each Contractor invoice must include copies of all receipts that support the travel costs claimed in the invoice. Local travel within a 50-mile radius of the Contractor’s facility or home is considered the cost of doing business and will not be reimbursed. This includes travel, subsistence, and associated labor charges for travel time. Travel performed for personal convenience and daily travel to and from work at the Contractor’s facility or home will not be reimbursed. Travel, subsistence, and associated labor charges for travel time for travel beyond a 50-mile radius of the Contractor’s facility are authorized for reimbursement on a case-by-case basis and must be pre-approved by the COR and must be planned and executed according to Federal Travel Regulations (FAR 31.205-46). General and Administrative expenses will not be reimbursed. Further guidance for Contractor travel can be found at https://www.gsa.gov/travel/plan-book and appliable documents listed in

Part 7.

6.1.18.3.1. Local Travel. Local travel to attend meetings or events may be required at no cost to the Government. Travel within the National Capital Region commuting vicinity is considered a cost of doing business and shall not be separately reimbursed.

6.1.18.3.2. Trip Reports: Following each trip, the Contractor shall prepare and deliver Trip/After Action Reports to the

COR. The trip report shall be completed in accordance with Peace Corps guidance.

https://www.gsa.gov/travel/plan-book

PART 7

APPLICABLE DOCUMENTS

7. Applicable Documents:

7.1. The following are relevant legal, regulatory, policy, security, etc., documents to this PWS, but not all-inclusive:

7.1.1. Records Management Requirements

7.1.1.1. All records, documents, and tools (both manual and automated) created and received by the Contractor in the performance of this contract shall be readily accessible and remain the property of the Government.

7.1.1.2. Privacy Act. Work on this contract may require that personnel have access to information protected by the Privacy

Act. Contractor personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency training, rules and regulations when handling such information.

7.1.2. Controlled Unclassified Information (CUI). The Contractor shall comply with Executive Order 68675 and Peace

Corps Freedom of Information Act (FOIA) Program requirements. This regulation sets policies and procedures for disclosing records to the public and marking, handling, transmitting and safeguarding For Official Use Only

(FOUO) material.

7.1.3. The Contractor shall comply with all applicable Peace Corps Manuals; however, this list is not all-inclusive:

7.1.3.1. MS 405 Classified National Security Information

7.1.3.2. MS 542 Information Security Program

7.1.3.3. MS 547 Use of Government Technology Services and Equipment

7.1.3.4. MS 892 Records Management

7.1.3.5. MS 893 Freedom of Information Act Administration

7.1.3.6. MS 897 Privacy Act Administration

7.1.3.7. Peace Corps Domestic Financial Management Handbook

PART 8

ATTACHMENT/TECHNICAL EXHIBIT LISTING

8 Attachment/Technical Exhibit List

8.1. Attachment 1: Recruitment Training

8.2. Technical Exhibit A- Performance Requirements Summary

8.3. Technical Exhibit B- Deliverables Schedule

8.4. Technical Exhibit C- Estimated Workload Data

8.5. Technical Exhibit D- Minimal Staffing Requirements

8.6. Technical Exhibit E – Peace Corps Recruitment Guidance

ATTACHMENT 1

RECRUITMENT TRAINING

The Contractor’s minimum training requirements are listed below. At the discretion of the Peace Corps Office of

Volunteer Recruitment and Selection (VRS) leadership, the Contractor may be asked to take additional training as applicable to their role.

# Training Description

1 Lead Engagement 2.0 - Strategic Lead Interactions

2 Peace Corps Relationship Management (PCrm) Review

3 Placement Training - AA Booklet

4 Lead Engagement - 1.0 Lead Funnel

5 National Recruitment Strategy

6 Outlook Navigation

7 Peace Corps 101

8 Completing an Application

9 Lead Engagement Scenarios

10 Tough Questions

11 DOVE

12 HireVue Training

13 Introduction to Placement

14 PCrm - FABD, NABD & Lead Status

15 PCrm - Leads & CWR

16 Practice Application

17 Introduction to PCrm

18 Peace Corps Programs

19 Handshake

20 PCrm - Contacts & Organizations

21 PCrm - Events

22 PCrm - Q&A

TECHNICAL EXHIBIT A

PERFORMANCE REQUIREMENTS SUMMARY

The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items.

The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

REFERENCE

PERFORMANCE

OBJECTIVE

PERFORMANCE

STANDARD

PERFORMANCE

THRESHOLD

INCENTIVE /

DISINCENTIVE

6.1.2 Answering phone

line

Maintain minimal staffing to accomplish the daily mission requirements.

At least a 95% compliance rate is to be calculated daily. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.3 Answering general

email

Respond to all incoming requests within 24 hours.

At least a 95% compliance rate is to be calculated monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.4 Provided Leads

Contact all provided leads within two business days of receipt. Provided the lead has a phone number and an email, then each lead will be attempted at least three times via phone, three times via text and two emails.

At least a 90% compliance rate is to be calculated monthly. The source of this data will be maintained by the

Contractor using the contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.5

Respond to online chat between 9 am and 9 pm (in the lead time zone)

Respond to all inquiries that get directed from the website chat in live time during business hours and answer those chat inquiries that come in after hours within

24 hours or on the next business day if there are more than 24 consecutive non-working hours.

At least a 90% compliance rate is to be calculated monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.6

Contact Returned

Peace Corps

Volunteers

The Contractor shall contact that list within one week of receiving it, following the script provided by VRS. The

Contractor shall contact other leads as provided by the Peace Corps (if it is a bulk upload, the exact requirement can be discussed with the COR.

At least a 90% compliance rate is to be calculated monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.7

Linked In and

Handshake

Outreach

Compile and send messages to leads via LinkedIn and

Handshake to a minimum of five groups out weekly and respond to all incoming leads within 24 hours or on the next business day if there are more than 24 consecutive non-working hours.

At least a 90% compliance rate is to be calculated monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.8 Recruiter Inbox

Contractor shall respond within 24 hours or the next business day.

At least a 90% compliance rate is to be calculated monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.9 Disqualified

Notification

Contractor shall inform leads who are disqualified (under current regulations) as to their disqualification and ensure their applicant’s record provides a detailed explanation.

100% compliance rate -monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be

6.1.10 Low Leads

Notification

The PM shall provide VRS written notification when the number of leads available by the assigned source falls below the threshold to sustain operations.

95% compliance rate -weekly. The source of this data will be maintained by the Contractor using contact log data. If leads are exhausted before a new list is received, the

VRS will direct prospecting effort.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.11 Operations

Contractors shall attempt to contact each applicant by telephone to congratulate them on their decision to apply to the Peace Corps and provide them with a means of communication if they need any assistance within

48 hours when a new application is received.

95% compliance rate -weekly. The source of this data will be maintained by the Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.11.3 New Record

Creation

Contractors shall create a new record in cases where the applicant does not appear in the system, perform the qualification process, and adequately disposition the record.

100% compliance rate -monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.17 Events

The Contractor shall attend events when requested and shall follow up with all attendees.

100% compliance rate -monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be

6.1.18

Reports

(Contract Log

Data)

The Contractor shall electronically submit daily, monthly, quarterly, or annual recruitment data analysis data analysis to include informational packets, on request.

100% compliance rate -monthly. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.18.1 Meeting Minutes

The Contractor shall prepare and submit meeting minutes for all meetings attended by the Contractor and submitted to the COR within five business days after the conclusion of the meeting.

100% compliance rate -as required. The source of this data will be maintained by the

Contractor using contact log data.

Less than acceptable performance may be used in the annual

CPARS rating.

6.1.18.3.2 Trip Reports

Following each trip, the

Contractor shall prepare and deliver Trip/After Action

Reports to the COR.

100% compliance rate -as required. The trip report shall be completed in accordance with Peace

Corps guidance.

Less than acceptable performance may be

TECHNICAL EXHIBIT B

DELIVERABLES SCHEDULE

Reference Deliverable Frequency Medium Format

Submit To

2.5.1 Quality Control (QC)

Plan

Within 15 Days of contract award and then seven work days prior to the proposed changes

Electronic PDF Submission

COR

2.5.6.1.3 Lost, Stolen, Damaged PIV Immediately

Electronically

2.5.6.1.4 2.5.6.3 2.5.6.4 2.5.6.5 2.5.16

Training As needed

Annually

Electronically

2.5.6.1.7 Background Check Immediately

Electronic PDF

2.5.6.1.8 Employee Termination Immediately

Electronically

2.5.16 Staffing and Training

Plan Kick-Off Meeting

Electronic PDF

2.5.6.3 Required Peace Corps

Training To be determined

Electronic PDF

2.5.8.2 New Hire Notification

One business day upon replacing personnel for a position

Electronic PDF

2.5.15 Phase-Out Period

Withing 10 business days of phase-out operation Electronic PDF

3.1.18 Reports

Monthly due by the 5th business day each month or upon request

Electronic PDF

4.1 Equipment

Accountability

Government-Furnished Property, Equipment, and Service due monthly with

Reports

Electronic Excel and PDF

6.1.18.2 Monthly Reports

Key performance metrics failure action plan per 6.1.18 that were not met

Electronic Excel and PDF

TECHNICAL EXHIBIT C

ESTIMATED WORKLOAD DATA

ITEM NAME ESTIMATED QUANTITY

Quarterly Annually

1 Calls Received 1,700 6,800

2 Emails Received 1,700 6,800

3 Online and Recruiter Leads 25,000 100,000

4 Other Leads 3,400 13,600

5 Online Chat 6,000 24,000

6 Returned Peace Corps Volunteers (RPCV) Outreach 425 1,700

7 Calls to Applicants 4,200 16,800

8 Cold Calls To Be

Determined To Be Determined

TECHNICAL EXHIBIT D

MINIMAL STAFFING PLAN

This requirement is for Virtual Recruiting/Lead Generation. Please note that the Government estimate is only put in place for Contractors to ascertain the approximate or estimated level of…