Performance Work Statement (PWS) Title: National Benefits Center (NBC) Records Operations Contract (ROC)

Version: 08/28/2026

Contents

A. Introduction B. Background and Purpose C. Scope of Services D. Performance Work Statement Task Areas

D.1 Mailroom Management D.1.1 Courier Service (External) D.1.2 Incoming Mail D.1.3 Incoming Files D.1.4 Outgoing Mail D.1.5 Outgoing Files D.1.6 Monetary Instruments D.2 File Control D.2.1 File Creation D.2.2 Record Updates D.2.3 File Requests D.2.4 File Merge D.2.5 File Maintenance D.2.6 Courier Service (Internal) D.3 Freedom of Information Act (FOIA) D.3.1 Freedom of Information Act (FOIA) Scanning D.4 Correspondence D.4.1 Correspondence Management D.5 Federal Bureau of Investigation (FBI) Checks D.5.1 Biometric Scanning D.5.2 Security Checks D.6 File Inventory D.6.1 Missing and Duplicate Files D.6.2 File Room Inventory D.7 Document and Image Scanning D.7.1 Electronic Scanning D.7.2 Interfiling D.7.3 Request for Evidence Validations D.8 Pre-Processing D.8.1 Adoptions Hague and Non-Hague D.8.1.1 Electronic D.8.1.2 Physical D.8.2 I-485 Asylee D.8.2.1 Electronic D.8.2.2 Physical

D.8.3 I-485 Refugee D.8.3.1 Electronic D.8.3.2 Physical D.8.4 I-751 Petition to Remove Conditions on Residency D.8.4.1 Electronic D.8.4.2 Physical D.8.5 Special Immigrant Juvenile (SIJ) D.8.5.1 Electronic D.8.5.2 Physical D.8.6 Other Forms D.8.6.1 Electronic D.8.6.2 Physical D.8.7 Civil Surgeon (CS)/I-910 D.8.7.1 Electronic D.8.7.2 Physical D.9 Background Interview D.9.1 Manual Name Harvesting (MNH) D.10 Family-Based Pre-Processing D.10.1 I-485 Family Based (FB) D.10.1.1 Electronic D.10.1.2 Physical D.11 Employment Based Pre-processing D.11.1 I-485 Employment Based D.11.1.1 Electronic D.11.1.2 Physical D.12 N-Forms Preprocessing D.12.1 N-Forms D.12.1.1 Electronic D.12.1.2 Physical D.13 Standalone Pre-Processing D.13.1 Standalone D.13.1.1 Electronic D.13.1.2 Physical D.14 Other Direct Cost D.15 Program Management

E. Planning and Personnel E.1 Post Award Conference E.2 Personnel Management E.3 Standard Operating Procedures E.3.1 Process Modification (PM) E.4 Identification of Workload Problems

F. Business Process Improvement Administration G. Facility Clearance H. Program Management Plan

H.1 Quality Control and Improvement Plan (QCIP)

H.2 Contingency Plan H.3 Continuity of Operations Plan H.4 Staffing Plan H.5 Training Plan H.6 Staffing Roster, Reports and Organizational Charts H.7 Activity and Production Reports H.8 Written Status Reports H.9 Waiver Requests for Timeliness and Accuracy H.10 Corrective Action Request (CAR) H.11 Ad Hoc Reports H.12 Monthly Program Management Report (PMR) and Regularly Scheduled Management Briefings H.13 Day At A Glance Report (DAAG) / Week At A Glance Report (WAAG) / Month At A Glance Report

(MAAG)

H.14 Meetings and Oral Briefings H.15 Quality Control Status Report H.16 Training Reports H.17 Deliverables and Performance Requirements H.18 Contractor Generated Work Products

I. Periods of Performance J. Place of Performance K. Hours of Operation and Shifts L. Transition

L.1 Transition in Plan (Only in Base Period) L.2 Transition Out Plan (Only in Final Performance Period) L.3 Standard Operating Procedures (SOPs) During Transition L.4 Contractor Labor

M. Key Personnel Categories N. Government Furnished Equipment O. Performance Requirements (PR) P. Other Requirements Q. Time and Attendance R. Appendixes and Glossaries

Appendix A – Index of USCIS Systems Appendix B – Glossary of Definitions Appendix C – Electronic Queue Chart Appendix D – Applicable Documents

A. Introduction

This is a performance-based non-personal services contract. The Contractor shall provide all necessary management, supervision, labor, materials, and other resources required to implement a comprehensive program that fulfills the Government’s requirements and deliverables and meets all performance requirements as set forth in this contract.

B. Background and Purpose

As a component of the Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS) is the federal agency that oversees lawful immigration to the United States, including:

• Citizenship/Naturalization

• Immigration of family members

• Working in the United States

• Verifying Legal Right to Work (E-Verify)

• Humanitarian Programs

• Adoptions

• Civil Assimilation/Adaptation

• Genealogy

USCIS’ mission statement is “USCIS upholds America's promise as a nation of welcome and possibility with fairness, integrity, and respect for all we serve.”

The mission of the National Benefit Center (NBC) is to create and support the centralization of the pre-processing required to support the 89 Field Offices under the Field Operations Directorate (FOD). The number of Field Offices is subject to change.

NBC’s dynamic work environment accommodates complex process requirements and fluctuating workload volumes, necessitating a strategic shift from local specific and effort focused operations to service oriented and outcome focused operations.

USCIS requires support facilities to receive and process fees associated with applications/petitions under the NBC’s jurisdiction, referred to in this document as Lockbox Operation(s).

Immigrants seeking temporary or permanent benefits submit applications/petitions via a USCIS.gov electronic account or by a paper filing to one of four Lockbox Operation locations. The Lockbox facility scans and enters (as necessary for data integrity) each application/petition and performs application/petition receipting and depositing of all related fees. After preliminary processing, the application/petition is then provided to the NBC either electronically or housed in a physical file for further set up, processing, temporary storage/ record maintenance, and adjudication by on-site or Field Office government personnel for continued review.

NBC also receives applications/petitions already in process from Service Centers or other USCIS entities.

Internal and external forces are constantly influencing global immigration benefit operations and programs. The Modernized Immigration System (MIS) constitutes a fundamental shift in immigrant benefits operations from a primarily paper and logistics-based model to a predominantly digital and service-based model. The Modernized Electronic Immigration System (ELIS) initiative is a prime example of this shift. ELIS has streamlined national security and customer-focused operations. Progressive digitization efforts have and will continue to enhance the NBC’s agility in adapting to policy changes, cyclical workloads, and unforeseen challenges.

NBC has continued the transition from a paper-based logistics operations program to a digital customer service-based operation with advanced fraud research and analytical capabilities in the immigration benefits pre-adjudication support sphere. The current immigration benefits services contract involves significant process and technology improvements (i.e. ELIS). As such, this contract will require a professional cadre of contractor staff capable of supporting enhanced national security mandates and sustaining and further developing new processes, systems, and ongoing digital enhancements.

C. Scope of Services

This section specifies the objectives to be fulfilled under a performance-based contract for the National Benefits Center (NBC) program, which operates out of two service locations: the National Benefits Center in Lee’s Summit, Missouri (NBC-LS) and the National Benefit Center in Overland Park, Kansas (NBC-OP Main and Annex). Contractor should prepare for limited off-site or remote work capabilities – without facility sponsored by the government.

This section also addresses the expected continuity of services for the current processing environment and captures the ongoing and anticipated changes expected to impact business operations prior to the beginning of this contract.

The Contractor will perform a wide range of pre-processing, non-inherently Governmental workloads to accomplish the NBC’s mission essential functions. The NBC program requires the contractor to manage required tasks in an integrated manner, with consistent and consolidated management reporting and oversight spanning the entire scope of services. Additionally, the Government expects the Contractor to support efforts to reengineer and continuously improve operating constructs, processes, and procedures in response to emerging policies, enterprise-wide processing software, and digital capabilities.

The Contractor shall process all applications and petitions for which the NBC is responsible, which includes existing and added form types throughout the life of the contract. The Contractor shall ensure all applications and/or petitions have completed all security checks and are “Adjudication Ready”, meaning it has (a) been determined a face to face interview is necessary with the applicant and all supporting documentation and evidence is present in the immigrant file(s) or, (b) it has been determined that a decision can be rendered without a face to face interview based on the merits of the submitted documentation or type of application. The Contractor must scan and/or upload Freedom of Information Act (FOIA) file requests into the appropriate USCIS systems.

All procedures and processes performed at the NBC must comply with the most current revision of the USCIS Records Policy Manual (RPM) including all Contractor functions and the most current versions of USCIS National Standard Operating Procedures (SOPs) which will be provided at award. The COR will notify the Contractor of changes in the immigration processes, laws, or regulations that effects work under this contract.

The Contractor shall provide services to ensure that USCIS is prepared to handle increases in application volumes. USCIS field offices and the NBC could be significantly impacted by workload growth due to immigration legislation or regulatory changes that may affect immigration in the United States.

Although no contract employee or official is authorized to officially represent the USCIS to any other party, contract personnel must display decorum, dress, and behavior comparable to Government personnel. Daily production priorities will be established by the designated Contracting Officer’s Representative (COR) or alternate COR.

D. Performance Work Statement Task Areas

D.1 Mailroom Management

The Contractor shall perform timely, complete and accurate Receiving and Shipping operations as required to support the NBC mission and in accordance with but not limited to: USCIS Mail Management guidance, Records Policy manual (RPM), local USCIS policies, and the COR’s discretion. The contractor shall be responsible for complete, orderly, trackable, and protective handling of various types of receiving and shipping items. The Contractor shall monitor the accuracy and integrity of Receiving and Shipping operations, identifying and reporting current or potential deficiencies, and undertaking necessary corrective or preventative actions.

D.1.1 Courier Service (External)

Courier Service (External) is the transportation of physical letters, flats, parcels, and packages by the Contractor using their leased truck between the locations below:

• National Records Center (NRC)

• Federal Records Center (FRC)

• National Archive Records Administration (NARA)

• All NBC noted locations

• United States Post Offices

• DHS Locations

All locations are within a 50-mile radius of the NBC-LS site.

Courier service (External) begins when file(s)/correspondence/physical letters/flats/parcels/packages are made available for pick up at any of the above locations.

Courier Service is considered complete once the file(s)/correspondence/physical letters/flats/parcels/packages have arrived at the designated delivery location. Courier Service (External) is fulfilled and is considered countable for production purposes upon arrival at designated delivery location, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the designated location. Each trip will be considered one unit.

The Contractor shall be responsible for pick-up of the file(s)/correspondence/mail from the designated pick-up location, movement to the dock area, staging in the dock area in preparation for transport, loading into the truck for transport, transport, and unloading at the designated drop off location. All courier service tasks shall be completed in OSHA compliant manner and couriers shall maintain the appropriate certifications (i.e. forklifts, pallet jacks, etc.).

One trip is required minimum daily to the National Records Center (NRC). Trips are required only as needed to the Federal Records Center (FRC) and National Archive Records Administration

(NARA).

The Contractor shall provide a certification of insurance to the Contracting office that meets the minimum liability dollar threshold as required by Federal Acquisition Regulation (FAR) no later than 30 calendar days after the contract has been awarded and must be maintained for the life of the contract. USCIS incurs no liability due to Contractor’s negligence in the operation of vehicles owned or leased by the contractor to fulfill contractual obligations.

Contractor drivers are required to have a current driver’s license and must maintain all the required classifications to operate the contractor leased vehicles utilized in the performance of this task area. The Contractor must maintain a list of these authorized licensed drivers and copies of their current licenses.

File(s)/correspondence/mail may contain classified information up to the Secret level. Couriers shall maintain a Secret Clearance and have a courier card in the event they transport classified material. The Contractor shall maintain a list of all couriers with a Secret Clearance. If updates or changes occur, the Contractor shall update the list accordingly within one business day and provide the courier list to the COR.

The Contractor must maintain a log documenting all external courier trips. The log must include the purpose and date of each trip, beginning and ending mileage, total mileage, names and addresses of origin and destination locations, notation of fueling stops, and copies of fuel invoices. This log must be made available to the COR upon request. The Contractor must provide a report of courier trips and operating expenses as outlined in PWS Section H.17 – Deliverables and Performance Requirements.

The Government will be responsible for reimbursing Other Direct Costs (ODCs) in reference to required vehicle operator physicals - see PWS Section D.14 – Other Direct Costs.

D.1.2 Incoming Mail

Incoming Mail is defined as all physical letters, flats, parcels, and packages received at any National Benefits Center (NBC) location from external sources, including but not limited to the United States Postal Service (USPS), FedEx, DHL, and United Parcel Service (UPS). Upon opening of incoming mail, any file(s) contained within shall be considered Incoming Files. Incoming Mail tasks begin upon arrival of mail at any of the NBC locations. An Incoming Mail task is considered fulfilled and countable for production purposes upon placement of the processed mail into the designated pick-up location, regardless of any additional steps that may be required to satisfy performance requirements or to continue processing at the designated location.

The Contractor shall be responsible for any receiving protocols required by courier upon receipt of Incoming Mail, for x-raying all Incoming Mail, opening mail in a secured room or other designated area(s), date and time stamp all Incoming Mail to reflect the date and time of receipt at the NBC location, placement of processed mail into the designated pick-up location, which may include information classified up to the Secret level.

The Contractor shall maintain all required mail logs in accordance with the RPM and applicable Mail Management Directives.

The Contractor shall reference the Certified Mail Logbook in order to determine the appropriate location for the returned certified mail receipt Domestic Return Receipt (DRR) for interfiling purposes.

The Contractor shall be responsible for all mail, including secure mail, registered mail, and special handling mail while in the possession of Contractor personnel. A minimum of two Contractor personnel shall be present during the opening and processing of incoming mail, of which at least one shall possess a security clearance at the secret level. A Department of Defense (DoD) Contract Security Classification Specification Form 254 (DD254) will be requiring a Facility

Clearance at the secret level or above for any prime or sub-contractor employee who performs work require a secret clearance.

The Contractor shall safeguard classified national security information in accordance with Executive Order 13526. The Contractor shall handle classified information in accordance with Management Directive MD-140-001.

USCIS will provide and maintain x-ray and date and time stamp equipment, see PWS Section N – Government Furnished Equipment (GFE). The Contractor shall presort Incoming Mail based on urgency, sensitivity, and special classification and provide additional processing as required and defined by USCIS, the RPM, and local USCIS policy. USCIS shall provide x-ray training to Contractor personnel, as applicable.

Non USCIS couriers may deliver to the Lee’s Summit dock or the Overland Park main building ONLY. These dock areas have x-ray machines and containment units readily available. The contractor is responsible for receiving packages in accordance with established courier policies which include but is not limited to signature and personal identification presentation. Courier deliveries made at any of the guard stations at either location will be rejected/refused unless the GFE x-ray equipment on the dock is non-functional. The COR must approve usage of the guard station’s x-ray equipment before the delivery is processed. The guard stations are not a part of the normal mail delivery protocol.

The Contractor shall provide a report of Incoming Mail volumes and the Certified Mail Logbook in the format, frequency, and level of detail specified in the PWS Section H.17 – Deliverables and Performance Requirements.

D.1.3 Incoming Files

Incoming Files may be received from, but not limited to the following locations:

• Lockbox

• Federal Records Center (FRC)

• National Records Center (NRC)

• Department of Homeland Security (DHS) Field Offices

• Service Centers

• Other Governmental sources

The Incoming Files task shall commence upon the arrival of physical file(s) at any NBC location.

The Incoming Files task shall be considered fulfilled and countable for production purposes upon completion of received function or new add function in the appropriate system, routed to next process, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the designated location.

The Contractor shall receive a manifest from the sender (e.g., Lockbox, Service Center, or other government entities) and shall validate and record the method used to control receipt of incoming or returned records and file(s).

The Contractor shall update all incoming files in approved USCIS file tracking systems upon arrival into facility and In Accordance With (IAW) the RPM.

The Contractor shall safeguard classified national security information in accordance with Executive Order 13526 and shall handle classified information in accordance with Management Directive MD-140-001.

Reference: USCIS Mail Management Guidance

The Contractor shall report incoming, manifest issues and returned record(s) and file(s) – see PWS Section H.17 – Deliverables and Performance Requirements.

D.1.4 Outgoing Mail

Outgoing Mail is defined as all physical letters, flats, parcels, and packages shipping from any National Benefits Center (NBC) location for delivery. The Outgoing Mail task begins when mail items are made available to the Contractor to pick up from all Outgoing Mail locations. An Outgoing Mail task is fulfilled and is considered countable for production purposes when made available to couriers for delivery to its designated pick-up location, regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the NBC.

The Contractor shall collect and prepare Outgoing Mail from within the NBC facilities daily.

Preparation shall include, but is not limited to sorting, folding, stuffing, recording, packaging, and applying proper postage amounts to various forms of system generated notices, correspondence and other bulk correspondence utilizing GFE.

The Contractor shall package shipments for safe transport in compliance with postal regulations, shipper requirements, RPM, Mail Management Directive, and USCIS Policy.

The Contractor shall process Outgoing Mail using established procedures, using the correct postage requirements IAW the RPM and the US Postal Service or other contract carriers.

The Contractor shall provide additional shipper documentation (UPS, FedEx, USPS, DHL or other carrier’s electronic tracking or shipping program) and package the correspondence for safe transport in compliance with postal regulations, shipper requirements, RPM, Mail Management

Directive, Consolidation Handbook for Adjudication Procedures (CHAP), US Postal Service, Secure Mail Initiatives, USCIS Policy and other contract commercial carriers.

The Contractor shall track special handling mail and maintain a Certified Mail Logbook to record each piece of certified mail and include the following:

• Certified mail number of the article

• Name and address of recipient

• Postage cost

• Any information required such as the sender of sending unit

The Contractor shall maintain daily control logs, monitor and report postage/shipping expenses, and report problem shipments to NBC Records Point of Contact (POC). The Contractor shall provide report of outgoing mail volumes and interfiling – see PWS Section H.17– Deliverables and

D.1.5 Outgoing Files

Outgoing Files are defined as any file(s) shipped from a NBC facility to an external location via courier. The Outgoing Files task begins when it has been determined that a file(s) needs to be shipped to an external stakeholder. The Outgoing Files task shall be considered fulfilled and countable for production purposes when file(s) are shipped, regardless of any additional steps taken to satisfy performance requirements or to continue processing at the NBC after one of the conditions described above occurs.

The Contractor shall retrieve outgoing file(s) from designated areas (i.e. file room, outgoing drop boxes, etc.) and electronically transfer the file(s) to any of the following including but not limited to : designated File Control Offices (FCO), Records Digitization Facility (RDF), National Visa Center (NVC), Service Centers, Harrisonburg File Storage Facility (HBG), National Records Facility (NRC), HAL, and other locations as directed IAW the RPM. The Contractor shall utilize an electronic method for collecting commercial courier tracking numbers, tracking shipments and individual file(s) shipped daily in accordance with all policies and procedures outlined in the appropriate USCIS systems.

The Contractor shall verify that prior to transferring and shipping to the receiving/requesting office, all related file(s) have been physically and electronically merged IAW the RPM.

The Contractor shall perform A-file transfers and other transactions, generating appropriate records in accordance with procedures outlined in the appropriate USCIS systems (i.e. CIS2

User’s Manual, RAILS, C3, etc.) in conjunction with the transfer of physical records, and in accordance with any and all local requirements as appropriate.

The Contractor shall notify the NBC Records Point of Contact (POC) if an error occurs or if a receipt/file is not electronically scanned/transferred out of the NBC properly, to support the resolution of file transfer discrepancies and preserve file(s) location integrity.

The Contractor shall provide a report of file(s) not received at the designated location and maintain a manifest for all file(s) shipped – see PWS Section H.17– Deliverables and Performance Requirements.

D.1.6 Monetary Instruments

Monetary Instruments are defined as original G-1450/G-1650 forms/checks, money orders, or cash received in incoming mail or within file(s). The Monetary Instruments task begins when identified during the processing of incoming mail or when found in a file(s). The Monetary Instruments task is fulfilled and considered countable for production purposes when the monetary instrument has been delivered to the appropriate Records POC.

The Contractor shall handle fees, date and time stamp, record, log, and track monetary instruments in accordance with the RPM and NBC policies. The Contractor shall notify and deliver monetary instruments to the appropriate Records POC. In the event the Contractor is unable to deliver monetary instruments to the appropriate Records POC, the Contractor shall notify the appropriate Records POC and secure the monetary instruments in the Contractor on-site safe in the interim.

The Contractor shall ensure that two Contractors are present whenever monetary instruments are in the Contractor’s custody to ensure the integrity of the chain of custody.

The Contractor shall provide a report of monetary instruments received or found in a file(s) at the NBC – see PWS Section H.17 – Deliverables and Performance Requirements.

D.2 File Control

The Contractor shall be responsible for maintenance, movement and tracking of file(s) under its control. The Contractor shall perform timely, complete and accurate file maintenance, movement and tracking processing in accordance with the Records Policy Manual (RPM), Headquarters (HQ) and local USCIS policies.

D.2.1 File Creation

File Creation is defined as the creation of records or re-creation of records using information contained in documentation submitted to or provided by USCIS (applications or petitions) in accordance with USCIS regulations and policies to include the RPM.

The File Creation task shall commence upon receipt of an application, petition, or records, whether received physically or electronically, that do not contain an assigned A-number and requires the creation of a file. The task shall be considered complete and countable for production purposes upon successful completion of both electronic and physical creation of the file.

The Contractor shall perform A-File creation in accordance with the following procedures:

• Verify the applicant does not already have an assigned A-number

• Verify the documents require file creation in accordance with the Records Policy

Manual (RPM)

• Create a bar code label with the A-number and affix on an empty jacket

• Verify that each assigned pre-printed A-file jacket number matches the electronic or automated identifier, when applicable. The NBC mostly maintains electronic A-numbers.

• Track used A-numbers in appropriate logs or spreadsheets.

• Create the A-file in using the mandatory data elements in accordance with the Records

Policy Manual (RPM) and include but is not limited to the following data fields if available:

• Middle name

• Aliases

• Point of Entry

• Sex

• Country of Citizenship

• Date of Entry

• Father’s Name

• Mother’s Name

Empty A-file jackets may be held as an electronic file(s) or physical preprinted file jackets.

(Exception: Classified files will be in the sole purview of USCIS. Upon identification of any classified file(s), the Contractor must immediately transfer the file(s) over to the pre-designated parties in USCIS for proper handling and storage.)

The contractor shall be responsible for tracking all Empty File Jackets (EFJ) whether physical pre-printed jackets or electronic EFJ numbers. The tracking of all NBC EFJ numbers, whether electronic or physical shall be performed IAW the RPM or as otherwise specified by on-site COR.

The Contractor shall provide a report of file(s) creations at the NBC – see PWS Section H.17 – Deliverables and Performance Requirements.

D.2.2 Record Updates

Record Updates is considered the performance of modifying, updating, relocating-in, and correcting information contained in USCIS systems with information contained in supplemental documents, forms, correspondence and other documentation received at the NBC.

Record Updates task begins upon receipt of additional information or a change in case status. The task is fulfilled and is considered countable for production purposes upon completion of the update in approved USCIS systems.

Record Update is initiated by receipt of additional information or a change in case status. The Contractor shall perform inquiries and searches in designated USCIS systems upon request by the

COR.

The Contractor shall enter interview scheduling information acquired into the approved USCIS systems. (Also, See D.8 Pre-Processing)

D.2.3 File Requests

File Request is defined as request for file(s) from within the NBC by either internal or external stakeholders.

The File Request task begins upon initiation of the request (i.e. including but not limited to; RAILS, e-mail, etc.). Internal File Request is fulfilled and considered countable for production purposes upon resolution of request and/or system update to the intended location of the file(s) in the appropriate USCIS systems.

The Contractor shall physically retrieve file(s) for internal and external file requests received from but not limited to e-mail, pull-tickets, work orders, USCIS file ordering system, and picklists. This includes internal NBC priority file(s) requests. The Contractor shall update the intended location of the file(s) in the appropriate USCIS systems.

The Contractor shall perform timely, accurate, and traceable transfer of file(s) and record(s) from the Contractor’s control to an authorized requester recipient.

The Contractor shall identify all relating A-file(s), receipt file(s), Temporary file(s) (T-Files), Work File(s) (W-files), and Sub File(s) (S-Files) for merging using the approved USCIS automated systems before transferring/sending the file(s) to the requesting internal stakeholder. (Refer to D.8 Pre-Processing for reordering files 30/60/90 days)

The Contractor shall provide a report of all internal work orders, noting priority and status – see H.17 Deliverables Section.

For external file requests, the Contractor shall verify that all relating file(s) have been physically and electronically merged prior to transferring to the receiving office IAW the RPM and shipping.

D.2.4 File Merge

File Merge is defined as the joining of contents of two or more file(s) relating to the same individual.

The File Merge task begins upon receipt of an associated file(s) in the USCIS Tracking System(s) within the NBC. File merge task is fulfilled and is considered countable for production purposes once the physical and electronic merge of the file(s) has occurred.

The Contractor shall update physical file(s) and appropriate electronic systems. The Contractor shall ensure that all files under its control are accurate, current and complete by performing timely and thorough updates to both physical and electronic records in accordance with the RPM.

CTR shall merge all concurrently filed receipts and/or petitions upon receipt. (See D.8 Pre- Processing if concurrently filed)

D.2.5 File Maintenance

File Maintenance is defined as the physical and electronic maintenance, preservation, and destruction of files, identification of duplicate file(s) or identification of damaged file(s) in need of re-creation. File Maintenance task begins upon identification of required maintenance. File Maintenance is fulfilled and is considered countable for production purposes upon completion of maintenance and/or proper destruction of PII.

File Maintenance can occur at any point of the file(s) workflow.

The Contractor shall generate and affix electronic identification such as bar codes or other automated identifiers to applications, petitions, A-file, Receipt file, T-file, W-file, and S-file jackets as appropriate.

The Contractor shall perform identification and correction of files such as but not limited to;

incomplete, damaged, worn, contaminated, and oversized file(s). (See D.6.1 Missing and Duplicate Files)

File Maintenance shall be performed IAW the RPM, specifically including, but not limited to the following:

• Replacement of file jackets

• ACCO fasteners

• Physical file(s) not to exceed more than 3.5 inches in width

• No excessive rips or tears

• No excessive staples

• Contents securely fastened

• Labels affixed properly

• Bar code(s) correct and scannable

• Update electronic system(s) accordingly

The Contractor shall be required to recreate documents in the file(s) by using other electronic USCIS systems in the event a file(s)/documents have been destroyed or permanently lost. This includes but is not limited to; the recreation of A-Files, T-Files, W-Files, and/or S-Files in accordance with the RPM, as requested by the COR.

The Contractor shall destroy documents or records in accordance with the Records Retention Schedule located within the RPM. The Contractor shall perform file reproduction and other maintenance activities directed by the NBC COR.

D.2.6 Courier Service (Internal)

Courier Service (Internal) is defined as the distribution and collection of correspondence, files and packages within the NBC by an internal stakeholder.

Courier Service (Internal) task shall begin upon delivery or collection of file(s)/correspondence/mail are made available for delivery or collection by internal stakeholders.

Courier Service (Internal) is deemed complete and countable for production purposes upon arrival at the designated delivery location(s), regardless of any additional steps taken either to satisfy performance requirements or to continue processing at the designated location(s) and appropriate USCIS systems have been updated.

The Contractor shall deliver and collect file(s)/correspondence/mail to and from internal stakeholders as required. The Contractor shall deliver special handling mail to the designated destination(s).

Contractor staff who pick up and deliver internal file(s) DO NOT need a Secret clearance since they are not subject to picking up or delivering classified material.

D.3 Freedom of Information Act (FOIA)

FOIA Scanning is the process of scanning all documents upon official request, when applicable, uploading electronic documents into the designated FOIA system for records located at the NBC to fulfill Freedom of Information Act (FOIA) requests.

D.3.1 Freedom of Information Act (FOIA) Scanning

FOIA Scanning is defined as the scanning of all documents within a record and, if applicable, the upload of electronic documents into the designated FOIA system for records located at the NBC to fulfill FOIA requests. The FOIA Scanning task begins upon receipt of an electronic request from the National Records Center (NRC) and is considered countable for production purposes when the related files, both physical and electronic, have been scanned and submitted in the designated FOIA processing system, and the physical files are properly reassembled and returned to their original location.

The Contractor shall:

The Contractor shall perform the following but not limited to:

• Retrieve electronic FOIA request

• Match request with appropriate file(s) and any relating files

• Prepare files for scanning by removing fasteners and staples

• Scanning documents into FOIA processing system

• Ensure scanning is legible and complete

• Reassembling files

• Return file(s) to proper location

FOIA Scanning is inclusive of priority scanning and the NBC must honor all valid FOIA requests if the file is located at the NBC.

The Contractor shall provide a report of Annual FOIA statistics- see H.17 Deliverables and

D.4 Correspondence

Correspondence Management is defined as the processing of all incoming and outgoing correspondence, including but not limited to, undeliverable mail, withdrawal documents, consular returns, change of address requests, recovered cards, and general communications.

D.4.1 Correspondence Management

The Contractor shall process all incoming and outgoing correspondence, including but not limited to; undeliverable mail, withdrawal documents, consular returns, change of address requests, recovered cards, and general communications, in accordance with USCIS policies, procedures, and the Records Policy Manual (RPM). The Contractor shall ensure all actions are performed accurately, timely, and documented in the appropriate systems.

Correspondence processing shall include, but is not limited to:

• Sorting and identifying all correspondence and notices.

• Researching recipient information, case details, and addresses using approved USCIS databases and systems.

• Updating cases in approved USCIS systems.

• Logging, stamping, annotating, and copying documentation as required.

• Printing, copying, and preparing items for further action, distribution, or routing for local destruction.

• Interfiling, scanning, uploading documents and/or routing correspondence to designated personnel or areas as required.

• Responding to correspondence with approved canned responses as required.

• Processing change of address requests by researching, confirming, updating, and routing as required.

• Managing recovered cards by sorting, logging, documenting, and delivering to designated location for destruction.

All correspondence processing activities shall be performed in accordance with the RPM and any additional instructions provided by the COR. Complete documentation and records shall be maintained in accordance with contract requirements.

D.5 Federal Bureau of Investigation (FBI) Checks

FBI Checks is defined as the process of receiving, scanning, uploading, and matching biometric data—such as but not limited to, fingerprints, photographs, and signatures—with associated cases in approved USCIS systems, ensuring that biometric results are accurately linked to each case and that all actions are completed, documented.

D.5.1 Biometric Scanning

Biometric Scanning is considered scanning of the following FD-258 cards, photographs or other required documents that are received at the NBC from the applicant. The Contractor shall receive biometric data documents from but not limited to: Incoming Mail, Lockbox, or adjudications and scan fingerprints, photos and signatures using Government Furnished Equipment (GFE). The Contractor shall enter or update data in the approved USCIS systems.

Biometric scanning task begins when the biometric data sent to the NBC is made available to Contractor. Biometric Scanning is fulfilled and is considered countable for production purposes when the biometric data has been successfully uploaded into the approved USCIS system. NBC Records will be notified by a Deliverable that contains the A-Number, name observed on the FD- 258, date of receipt, and completion date. The physical documentation will be stored and disposed of following the General Records Schedules (GRS).

D.5.2 Security Checks

Security Checks is considered the gathering and matching of available biometric data such as fingerprint results/FBI name check results with cases electronically and physically in files.

Security Checks tasks begin once a product is available to process. Security Checks tasks are fulfilled and considered countable for production purposes upon matching complete biometric data to the associated case electronically/physically and file/case has moved to the next step in the process (i.e. call up shelf).

The Contractor shall be responsible for querying applicable systems for biometric data, updating results in associated systems, matching results with associated file and identifying and moving completed cases/ family packs to next step in the process.

The Contractor shall be responsible for identifying cases with invalid Security Checks responses and notifying records POC. Invalid Security Checks include, but is not limited to, responses of ERROR, NO DATA, results for a different person, 1X Unclassifiable, Masthead.

The Contractor shall collect ingest C3 cases into spreadsheet (provided by Records) for submission into FBI database for ASC Biometric Scheduling.

Notify Records POC when system uploads are completed.

The Contractor shall process Security Checks results within 5 business days of results.

The Contractor shall process Security Checks through law enforcement systems in accordance with DHS and USCIS policies and National Background Identity and Security Check Operating Procedures (NABISCOP).

D.6 File Inventory

File Inventory is the comprehensive process of locating, auditing, reconciling, and maintaining files within NBC custody, including the identification and resolution of missing or duplicate files, as well as validating the physical location of files against electronic records in approved USCIS systems.

D.6.1 Missing and Duplicate Files

Missing and Duplicate Files are defined as file(s) within NBC custody that cannot be located, or a duplicate file(s) is located, resulting in required searches and maintenance. Missing and Duplicate Files task begins upon identification of a missing or duplicate file(s). Missing and Duplicate Files is fulfilled and is considered countable for production purposes upon completion of searches, including update in approved USCIS systems, checklist and maintenance. Missing or Duplicate Files can occur at any point of the missing and duplicate file process.

The Contractor shall perform missing file searches in accordance with (IAW) the RPM. The Contractor shall provide timely response to special inquiries, file extractions, conformance audits, and data file reconciliation inclusive of special searches for all missing files. All missing files require completion of a missing internal file checklist and the updating of the appropriate USCIS system. Upon discovery of missing file, USCIS systems and the missing internal file checklist shall be completed and update as missing in approved USCIS systems. Submit SIR for lost file(s) IAW the RPM.

Reference D.6.2 below for File Room Inventory for further information.

D.6.2 File Room Inventory

File Inventory is defined as the validation of file physical location to ensure it matches the electronic location in the appropriate USCIS systems.

File Inventory task begins on the agreed designated date between Records and the Contractor for both Monthly and Quarterly audits. File Audits/Searches are considered countable for production purposes upon reconciliation of the file audit report and all file(s) marked appropriately (i.e. lost or missing) in the appropriate USCIS system.

The Contractor shall perform a complete file room audit once per quarter (or more frequently as directed by the local COR) and an unaudited file report reconciliation for file(s) within the NBC in accordance with USCIS local directives, policies, and automated systems operating manuals in order to maintain and verify the integrity of file location information in USCIS automated systems.

The Contractor shall perform internal audits/searches on all files in Government and Contractor individual responsible party codes (RPCs) once per month or as directed by the local COR and an unaudited file report reconciliation for file(s) within the NBC in accordance with USCIS local directives, policies, and automated systems operating manuals in order to maintain and verify the integrity of file(s) location information in USCIS automated systems.

The Contractor shall submit a report of all unaudited files submitted for File Searches. File Audits/Searches completions include, but is not limited to, the following:

• Contact appropriate Records personnel to obtain file(s)

• Reconcile appropriate reports

• Complete Unaudited File report and update USCIS systems appropriately

The Contractor shall search for files identified on the unaudited file report and missing file report within the NBC IAW USCIS local directives, policies, and automated systems operating manuals in order to maintain and verify the integrity of file location information in the appropriate USCIS automated systems.

File audit/searched includes but is not limited to, the following:

• Search electronic databases, access tracking systems to determine the location of the file

• Physically search for misplaced files in adjacent file room shelves/rows and previous RPCs

• If necessary, the Contractor shall submit manual search requests, maintain logs and update systems

The Contractor shall provide timely support in response to special inquiries, file extraction, conformance audits, and data file reconciliation efforts including performance of special searches for all lost or missing files.

The Contractor shall maintain and provide file room maps, pulling rules, file room updates and RPC changes – see H.17 Deliverables and Performance Requirements.

D.7 Document Filing and Image Scanning

D.7.1 Electronic Scanning

Electronic Scanning is defined as the scanning of correspondence/file(s) into any required USCIS systems. The Electronic Scanning task begins upon receipt of correspondence/file(s) into the NBC and when made available to the Contractor for scanning. Electronic Scanning is considered countable for production purposes when the scanned correspondence has been uploaded and correctly dispositioned.

The Contractor shall perform the following, but not limited to:

• Prepare correspondence/file(s) for scanning

• Scan correspondence in required digital format

• Ensure scanning is legible and complete

• Upload scan into USCIS systems for the corresponding case/applicant

• Reassembling file(s)

• Stamp uploaded document with “Action Completed” stamp

• Dispositioned as determined as current policies and procedures

Refer to D.7.2 Interfiling for guidance on interfiling of scanned documents.

The Contractor shall perform identification and correction of discrepant files such as incomplete, damaged, oversized file(s), and duplicate files.

The Contractor shall provide a report of missing, lost and duplicate files to NBC Records. See PWS Section H.17 – Deliverables and Performance Requirements.

D.7.2 Interfiling

The Contractor shall process all interfiling tasks for correspondence received at the NBC, which could be sent by applicants, attorneys, other Government entities, generated internally, or other sources. Interfiling tasks begin once the correspondence has been made available for filing; for actionable correspondence, the task begins upon completion of the associated action. Interfiling is fulfilled and considered countable for production purposes when the correspondence has been properly secured in the associated file(s)/uploaded in approved USCIS systems and all required USCIS system updates have been completed.

The Contractor shall triage all physical and electronic correspondence to determine whether it constitutes priority interfiling, in accordance with the RPM. Priority interfiling includes, but is not limited to, correspondence such as;

• Request for Evidence (RFE) responses

• Notice of Intent to Deny (NOID)

• Motion to Reopen (MTR)

• USCIS system printouts

• Fingerprint/Name Check (FP/NC)

• ASC Fingerprint Waivers

• Letterhead Memorandum (LHM) positive responses

• Identity History Summary (IdHS)/RAP sheets

• Operation letters

• Adoptions interfiling

• Interfiling generated as part of NBC Processes.

For all interfiling, the Contractor shall:

• Pull any associated file(s) and ensure all correspondence is properly secured in the file(s) per the RPM

• Stamp all correspondence with an Action Complete stamp containing the Responsible Pary Code (RPC), File Control Office (FCO), and date of interfile, in accordance with the

RPM

• Complete all system updates in the appropriate USCIS systems prior to interfiling

• For electronic cases, scan interfiling correspondence into approved USCIS systems, as specified in D.7.1 Electronic Scanning.

All interfiling action shall be performed timely, accurately, and in accordance with applicable USCIS policies and procedures.

D.7.3 Request for Evidence (RFE) Validations

Request for Evidence (RFE) Validation is defined as an acceptability review of USCIS solicited correspondence received from the applicant by Incoming Mail or electronically.

Request for Evidence (RFE) Validation task begins when incoming priority interfiling action or electronic upload has been completed. RFE validation is fulfilled and is considered countable for production purposes when the RFE review has been completed.

The Contractor shall review the submitted RFE and all associated case(s) to determine if the solicited request from USCIS has been fulfilled, as prescribed by USCIS.

The Contractor shall use an electronic decisional checklist to perform these tasks. The decisional checklist will be provided by USCIS after contract award.

D.8 Pre-Processing

Pre-Processing is the comprehensive set of tasks performed to validate, correct, and update case information for Adoption, Asylee, Refugee, I-751, and Special Immigrant Juvenile (SIJ) related applications and petitions.

D.8.1 Adoptions Hague and Non-Hague

D.8.1.1 Electronic

The Contractor shall perform all required functions within the Electronic Queue Table and other relevant USCIS systems as directed.

D.8.1.2 Physical

The Contractor shall:

• Validate, correct, and update all A-numbers for cases that fall into the ELIS A-number validation queue for electronic filings in applicable USCIS systems. The

• Perform name and A-number searches to locate and verify existing files related to applications or petitions and confirm file requests prior to assignment in any USCIS system.

• Request any files related to application and petition filings from other File Control Offices (FCOs) at thirty (30) day intervals until files are received. Files not received within ninety (90) calendar days shall be referred to designated USCIS management with screen prints as evidence of the request, and the case shall proceed to the next step in the process.

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