Draft ISS Pricing Template Instructions September 4_2020.docx

ISS Pricing Template Instructions The pricing template has two sections. The first section, Section A, contains pricing for three sub-sections: A1 - Labor Loan Servicing per Borrower per Month, A2 - Technology Loan Servicing per borrower per month, and A3 - Fulfillment of Mail and Imaging services. The second section, Section B Separate Pricing, contains individual services that require pricing separate and distinct from Section A. The goal of the pricing template is to create a common process for proposals for a fair and equitable review. Below is the detailed information for each pricing section.

Section A Pricing:

Section A1 – Labor Loan Servicing is the per borrower cost per month for ‘regular servicing which shall include the requirements from Attachment 04, unless specifically called out in the instructions for separate pricing (Separate Pricing). The template requires a cost per borrower based on the status of the borrower, which are listed in the template.

· Please do not include requirements as they are included in Section B

· Attachment 04-Series 28000 Payments and Refund Processing

· Attachment 04—Series 29000 Adjustment Processing,

· Attachment 04—Series 15000 Loan Consolidation Origination and Disbursement Application Processing

· Please do not include requirements as they are listed in the Special Pricing Section of the template

· FSA Image Repository and Access

· Post ACES/DLSS Data Storage and Access / Payment Support

· Legacy Loan Consolidation Adjustment Processing

· TEACH

· Total and Permanent Disability (TPD)

· Public Student Loan Forgiveness (PSLF)

· CDR Challenges, Pre-Transfer Notifications, Borrower Based Repayment Quarterly reporting, IDR Application processing, Borrower Defense processing, Guaranty Agency Rehab processing, and PIV processing are all part of this pricing model and are not broken out separately. If you feel other costs are warranted, you must separate those costs in the template and explain the need for these costs.

Section A2 – Technology Loan Servicing is for technology costs for borrower loan servicing. This will be a per borrower per month costs associated with:

1. Operating and maintaining the system

2. Completing all the financial requirements as listed in Attachment “03 – Financial Servicing Requirements V9 082782020.xlsx” and associated attachments

3. Completing all Business Operations requirements for Attachment “04—Series 28000 Payment and Refund Processing and Series 29000 Manual Adjustment Processing and associated attachments.

4. Completing the Security requirements from Attachment “IRPE Elements v 5.0.2 incl Monitoring Tailored 082820.docx” Within this section is a cost per application and booking of a loan for the Loan Consolidation Origination and Disbursement process. The requirements for this task are in Attachment “04 – Business Operations Serving Requirements ISS v1.xlsx” series 15000 Loan Consolidation. The costs should include labor hours for consolidation. If you feel other costs are warranted, you must separate those costs and explain the need for these costs in the Other Costs section of the template.

Section A3 - Fulfillment of Mail and Imaging Services are costs related to the processing and fulfillment of mail and imaging necessary to support Servicing. Please note there is a separate pricing section for Image Repository and Data Storage implementation and the monthly, or per image cost, for ongoing maintenance. The Fulfillment and Imaging section is broken out by the following;

1. Outbound postage cost per letter

2. Cost per page printed and Imaging

3. Imaging, Indexing and Storage per mail and other electronic documents It is assumed there are no other costs for this section. If you feel other costs are warranted, you must separate those costs and explain the need for these costs.

Section B Separate Pricing The following are costs requests, which have been separated from Section A pricing components. The requirements that are referenced are included to ensure all contractors are pricing the same requirements. Please note that a requirement that is shaded is the main requirement and that all requirements listed below the shaded requirement are also included for pricing purposes.

1. Image Repository and Access - The pricing template requires a total cost to implement the Image Repository and Access solution. To evaluate the costs, the contractor should include a breakdown of hours by labor category, system costs and any conversion costs that would be associated with the implementation.

a. The requirements related to this section are below

i. 04 – Busines Operations Servicing Requirements ISS V1. xlxs (Series 11000, Requirement 11009)

b. For the Image Repository a cost per image per month is required for ongoing maintenance

2. Data Storage and Access / Payment Support – The pricing template requires a total cost to implement the Data Storage Access and Payment Support solution. To evaluate the costs, the contractor should include a breakdown of hours by labor category, system costs and any conversion costs that would be associated with the implementation.

a. The requirements related to this section are below

i. 04- Business Operations Servicing Requirements ISS V1.xlsx (Series11000 Requirements 11009.000-11009.050)

ii. 04 - Business Operations Servicing Requirements ISS V1.xlsx (Series 29000 Requirements 29011-29011.040)

b. For the Data Storage please use the follow list for costing:

i. Monthly Paid in Full (PIF) storage and access

ii. Monthly PIF Account Support

iii. Cost per call for call support

iv. Monthly ad-hoc reporting requests

c. Payment Support implementation – The requirements for this section are 04 - Business Operations Servicing Requirements ISS V1.xlsx (Series 11000-Items related to converting decommissioned data into the existing data mart, Series 29000 Requirements 29011-29011.040)

i. The contractor will include labor categories and costs to determine a monthly cost to meet the requirements

3. Legacy Loan Consolidation implementation – The requirements for this section are 04 - Business Operations Servicing Requirements ISS V1.xlsx (Series 29000, Requirements 29007.000-29007.123 and 29008.000-29008.070)

a. The first cost is for the implementation of this process

b. The contractor will create a per adjustment cost for ongoing support of the requirements

4. TEACH implementation – The requirements for this section are 04 - Business Operations Servicing Requirements ISS V1.xlsx (34000 Tab all requirements). The contractor should include labor categories and labor costs along with system costs for the implementation of this task.

a. The first cost is for the implementation of this process

b. The contractor will create a per recipient cost for ongoing support of the requirements

5. Total and Permanent Disability (TPD) implementation – The requirements for this section are 04 - Business Operations Servicing Requirements ISS V1.xlsx (39000 Tab all requirements). The contractor should include labor categories and labor costs along with system costs for the implementation of this task.

a. Pricing for this is only the implementation of the system requirements

b. Ongoing monthly costs will NOT be separated from the main costing per borrower, therefore ongoing costs for TPD should be part of the cost per borrower by borrower status

6. Public Student Loan Forgiveness (PSLF) implementation - The requirements for this section are 04 - Business Operations Servicing Requirements ISS V1.xlsx (Tabs 35000, 35000a and 35000b all requirements). The contractor should include labor categories and labor costs along with system costs for the implementation of this task

a. The first cost is pricing for the implementation of PSLF

b. Due to PSLF requirements the government has set a specific set of monthly costs that should be priced by the contractor. The contractor can add other costs but must justify those the additional categories.

i. PSLF Approval/Denial (Employer Verification)

ii. Approved Application

iii. Denied Application

iv. Write off/Complete Application

v. PSLF Dispute processing

vi. PSLF Payment Review

vii. PSLF IDR Processing

viii. PSLF Help Requests

ix. PSLF Application Hold processing

7. BPO Agent Access Fees

a. License fee for Agent Access to the ISS System and CRM Tools – This fee is for access to the system to use the ISS System for CRM tools that will allow the BPO vendor to access and update borrower data

b. License fee for the ISS Call Management System – The BPO vendors will be using the ISS Call Management system in order to receive and answer calls. This cost should include all call reporting by vendor as well as total call reporting.

8. Training (e.g., for BPO trainers) – This section requires a per trainer per hourly rate, which includes Other Direct Costs (ODCs) to train staff or trainers, as designated by FSA, to be able to access and utilized the loan serving technology and systems. The training includes but is not limited to:

a. Front end processing

b. Any special system processing, Tools, and Documentation

c. Web Training, if available