Call_Center_Services_FBO.pdf

Performance Work Statement (PWS)

Performance Work Statement (PWS) for Single Family Insurance

Operations Division (SFIOD) Support Service Center (SSC) for

Homeowner Refunds

1.0 General Information

1.1 Introduction

The Department of Housing and Urban Development (HUD), Office of

Financial Services (OFS) is seeking contractor support services to operate and maintain the Single Family Insurance Operations

Divisions (SFIOD) Support Service Center (SSC).

1.2 Background

SFIOD is responsible for providing telephone assistance and information services via SFIOD systems to homeowners, lenders, the general public, Home Ownership Centers (HOC) and other government organizations. The SFIOD Systems used are the Single

Family Insurance System (SFIS/A43), Distributive Shares &

Refunds Subsystem (DSRS/A80D) and the Single Family Premium

Collections Subsystem-Upfront (SFPCS-U/A80R). It is necessary for staff to be bi-lingual, proficient in both English and

Spanish languages.

When the information submitted by the lender does not match the information in HUDs database due to a mismatch in name, address, etc., an automatic system payment is not issued. It is then necessary for clarification of any discrepancies to be addressed by homeowner(s). During this process, a HUD-27050-B is automatically mailed to the last known mailing address of the homeowner. The homeowner is required to provide the Department with the necessary information in the form of tangible evidence to address these discrepancies and to ensure proper payment of the refund.

A Sample User Guide will be provided to the awardee.

The homeowner is instructed to verify that the property address is correct and returns to the known addressee, a completed form, proof of ownership, showing ownership percentage, and any other additional supporting documentation needed. It is required that the homeowner’s signature be notarized and withal supporting documentation be returned to HUD. Once received at HUD, this information is reviewed and entered into HUDs database.

1.3 Constraints

The services identified in this PWS will adhere to the rules, regulations, laws, standards and conventions identified by HUD as well as within the Federal Government. (See hyperlink:

http://portal.hud.gov/hudportal/HUD?src=/program_offices/adminis tration/hudclips/forms/hud2)

1.4 Description of Services

HUD seeks a Contractor who shall provide customer service support in a call center environment to operate and maintain the

Single Family Insurance Operations Divisions (SFIOD) Support

Service Center (SSC). Therefore, the contractor is required to provide personnel to perform all work contained in the

Performance Work Statement (PWS).

1.5 Non-Personal Services

The Government will neither supervise Contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual Contractor employees. It shall be the responsibility of the Contractor to manage its employees and to guard against any actions that are of the nature of personal services or give the perception of personal services.

If the Contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the

Contractor's responsibility to notify the Contracting Officer

(CO) immediately. These services shall not be used to perform work of a policy, decision making, or management nature, i.e.

inherently Government functions. All decisions relative to programs supported by the Contactor shall be the sole responsibility of the Government.

1.6 Period of Performance

The period of performance shall be one base year period of 12 months and four 12-month option periods.

http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/hudclips/forms/hud2

1.7 Place of Performance

The services to be performed under this contract shall be performed at the Contractor’s facility.

1.8 Hours of Operation

The Contractor is responsible for providing services between the hours of 8:00 a.m. - 4:30 p.m., EST, Monday thru Friday except for Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closing, or similar Government directed facility closings. Weekly hours shall not exceed a forty (40) hour work week and a typical work day will be 8 hours each day Monday through Friday. The

Government reserves the right to change hours of operation or restrict contractor access. Work outside of these daily hours is prohibited without Contracting Officer approval. Government agencies will not be available during scheduled holidays, inclement weather, weekends and after duty hours.

The Contractor shall at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within the contract when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.9 Special Qualifications

The Contractor is responsible for ensuring that two (2) employees are bilingual in English and Spanish. They must be proficient in each language and be able to read, write and speak both languages fluently.

All employees will be responsible for the handling of sensitive documents, the Contractor must notify the Contracting Officer, in writing, prior to the performance of this contract, proof that minimum background checks and drug testing were conducted prior to the hiring of staff and all subsequently hired staff received clearances (See HUDAR Clause 2452.237-75, Clearance of

Personnel). All staff, who will need access to HUD documents or data, including key personnel must have a current U.S.

Government background investigation and completed a Standard

Form 85P “Questionnaire for Public Trust Positions. The contractor must also provide to the Contracting Officer a written notice of terminated employees within 14 days of termination. A written notification also is required for newly hired staff including proof of background check and drug testing.

The Contractor is required to provide a Physical Security Plan that details and outlines the plan of action to ensure that all sensitive documents are secured 24/7.

1.10 Post Award/Kickoff Conference

The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The Government intends to convene a Post Award Conference with the Contractor within ten business days after contract award. The Contracting Officer will notify the Contractor of the specific date, location, and agenda within five business days after contract award.

1.11 Status Meetings

The Contracting Officer, Government Technical Representative

(GTR) and other Government personnel, shall meet on a monthly basis with the Contractor to discuss Contractor performance, requirement status, etc. At these meetings, the Contracting

Officer/GTR will provide feedback to the Contractor on how the

Government views the Contractor's performance or progress of the services provided. The Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. Post Award Conference and subsequent meetings may be held via teleconference.

1.12 Contractor Travel

No contractor travel is anticipated during the performance period of this contract.

1.13 Transition In

The Contractor shall, upon the Contracting Officer's written notice, furnish Transition-In services as required. As a successor, the Contractor shall have sufficient personnel on board during the 30 day Transition-In period to ensure a smooth transition with the incumbent Contractor. The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to the program is minimized.

During the Transition-In period, the Contractor shall become familiar with the requirements in order to commence full performance of services by the end of the contract Transition-In period. Transition-In is not required if the successor

Contractor is the incumbent Contractor.

1.14 Transition Out

To minimize any decrease in productivity and to prevent possible negative impacts on additional services, the Contractor shall have sufficient personnel on board during the 30 day Transition-

Out period. The incumbent Contractor shall ensure a smooth transition with the successor Contractor during the Transition-

Out period, prior to completion of contractual performance. The incumbent Contractor shall aid the successor in the development of plans, procedures, and methods for the assumption of all on going work. The Contractor shall provide an orderly transition of work acceptance and accomplishment, such that full control by the successor Contractor is achieved by the end of the new contract Transition-In period. A transition plan is required to be submitted to the contracting officer for approval within 30 calendar days prior to contract end.

2.0 Definitions and Acronyms

2.1 Definitions

Business/Work Days - Every official work day of the week which are days between and including Monday to Friday. This does not include public holidays and weekends.

Calendar Day - Any day of the week.

Contractor - A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contracting Officer (CO) - A person with authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. Note:

the only individual who can legally bind the Government.

Defective Service - A service output that does not meet the standard of performance associated with the Performance Work

Statement.

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

Government Furnished Property (GFP) - Government-furnished property means property in the possession of, or directly acquired by, the Government and subsequently furnished to the

Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification.

Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

Government Technical Monitor (GTM) - An individual designated by the Contracting Officer to assist in providing technical direction and monitoring performance under the contract.

Government Technical Representative (GTR) - An employee of the

U.S. Government appointed by the Contracting Officer to perform contract administration activities in regard to technical issues. This individual has authority to provide technical direction to the Contractor as long as direction is within the scope of the contract, does not constitute a change and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

Performance Requirements Summary (PRS) - A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis, performance indicators for these requirements, performance standards for these requirement and surveillance methods to be used to determine if performance standards are met.

Performance Standard - The Contractor's performance level required by the Government.

Performance Work Statement (PWS) - A statement of work for performance based acquisitions that describe the required results in clear, specific and objective terms with measurable outcomes.

Physical Security - Actions that prevent the loss or damage of

Government property.

Quality Assurance (QA) - Policies and procedures adopted by the

Government to ensure that supplies and services acquired under

Government contracts conform to the contracts quality requirements.

Quality Assurance Surveillance Plan (QASP) - A plan describing how the agency will survey, observe, test, sample, evaluate and document the Contractor's performance in meeting critical performance standards identified in the contract.

Quality Control (QC) - All necessary measures taken by the

Contractor to assure that the quality of an end product of service shall meet contract requirements.

Service Contract - A contract that directly engages the time and effort of a Contractor whose primary purpose is to perform an identifiable task rather than to furnish an end item of supply.

Subcontractor - Any person, other than the prime Contractor, who offers to furnish or furnishes any supplies, material, equipment, or services of any kind under a prime contract or a subcontract entered into in connection with such prime contract, and any person who offers to furnish or furnishes general supplies to the prime contractor or a higher tier subcontractor.

The Government does not have privity of contract with a subcontractor.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

AQL - Acceptable Quality Level

CFR - Code of Federal Regulations

CIO or OCIO - Office of the Chief Information Officer of HUD

CO - Contracting Officer

COR - Contracting Officer Representative

CPO - Office of the Chief Procurement Officer of HUD

EST - Eastern Standard Time (U.S.)

GFP - Government Furnished Property

GTM - Government Technical Monitor

GTR - Government Technical Representative

HOC - Home Ownership Center

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

HUDAR - HUD Acquisition Regulation

IVR - Interactive Voice Response

OCPO - Office of the Chief Procurement Officer

OFS - Office of Financial Services

PII - Personal Identifiable Information

PM - Project Manager

POC - Point of Contact

PPM - Project Planning and Management

PRS - Performance Requirements Summary

PWS - Performance Work Statement

QA - Quality Assurance

QASP - Quality Assurance Surveillance Plan

QC - Quality Control

QCP - Quality Control Plan

SFIOD - Single Family Insurance Operations Division

SFIS/A43 - Single Family Insurance System

SFPCS-U/A80R - Single Family Premium Collections Subsystem-

Upfront

TBD - To be determined

U.S.C - United States Code

3.0 Government-Furnished Property and Services

The services contained in this Performance Work Statement (PWS) are being performed at the contractor’s site. No government property will be provided to the contractor, refer to Section

1.7.

3.1 Government Services

No government services will be provided.

3.2 Facilities

No facilities will be provided by the government.

3.3 Equipment

No equipment will be provided by the government.

3.4 Materials

The Government will provide sample documents, sorting, information technology assistance regarding HUDs hardware and software infrastructure to the awardee, including the Desk

Guide/Operating Manual. Government furnished materials shall include a hyperlink reference, as shown in Section 1.3 and hard-copy documents.

All materials will remain the property of the Government and will be returned to the GTR upon request or at the end of the contract period.

3.5 Quality Assurance (QA)

The Government shall evaluate the Contractor's performance under this contract in accordance with the Quality Assurance

Surveillance Plan. This plan is primarily focused on what the

Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable quality level.

4.0 Contractor-Furnished Items and Services

The Contractor shall furnish, all facilities, equipment, and supplies required to perform the work under this contract.

4.1 Facilities

The contractor shall furnish facilities to meet the requirement under this PWS.

4.2 Equipment

The contractor shall furnish all equipment to meet the requirements under this PWS.

4.3 Material

The contractor shall furnish all materials to meet the requirements under this PWS.

4.4 Contractor Responsibilities

The Contractor shall only conduct business with designated

Government personnel listed as points of contact (POCs). Names of authorized personnel shall be provided to the Contractor by the Government, in writing and updated as necessary throughout the contract period.

U.S. Government records, copies of original results and reports, verified original data, corrected data and corrected supporting final reports which are maintained by the Contractor remain the property of the U.S. Government. These files/results must be surrendered to the GTR.

4.5 Reports

Submission of the following weekly report is required as deliverables per Section 5.1.1.1.

Report (Type 1)

The ouptput of this report shows: (1) Report Number (2) Report

Title (3) Start and End Date and Time (4) Define English/Spanish

Call Queue Showing Daily Activity (Number of Records) On

Separate Reports(5) Call Type (Inbound/Outbound), (6) Voicemail

, Manual, Queue Callback Activity (7) Speed of Answer(8)

Service Level (9) Activity Per Half-Hour Increments(10)Call ID

Count/Total(11) Call Back Queue Activity.

Report (Type 2) deliverables per Section 5.1.1.1

The output of this report shows: (1) Report Number (2) Report

Title (3) Start and End Date and Time (4) Define English/Spanish

Call Queue Showing Daily Activity (Number of Records) On

Separate Reports (5) Call Type (Inbound/Outbound), (6)

Voicemail, Manual, Queue Callback Activity By Itemized Calls Per

Day.

Report (Type 3) deliverables per Section 5.1.1.1

The output of this report shows: (1) Report Number (2) Report

Title (3) Start and End Date and Time (4) Define English/Spanish

Call Queue Showing Daily Activity (Number of Records) On

Separate Reports (5) Call Type (Inbound/Outbound), (6)

Voicemail, Manual, Queue Callback Activity By Itemized Calls Per

Day Showing Each Month By Agent Name (7) Average Hold Time Per

Average Second 00:00:00.

Report (Type 4) deliverables per Section 5.1.1.1.

The output of this report shows: (1) Report Number (2) Report

Title (3) Start and End Date and Time (4) Define English/Spanish

Call Queue Showing Daily Activity (Number of Records) On

Separate Reports (5) Call Type (Inbound/Outbound), (6)

Voicemail, Manual, Queue Callback Activity By Itemized Calls Per

Day Showing Each Month By Agent Name (7) Average Hold Time Per

Average Second 00:00:00 (8) Total Call Count (9) After Call Work me.

4.6 Contractor Personnel

The Contractor shall provide a Contract/Project Manager who shall be responsible for the performance of work. An alternate shall also be designated to act in the absence of the

Contract/Project Manager. These Contractor personnel (main point of contact and alternate point of contact) are considered Key

Personnel by the Government and shall be listed as such in accordance with HUDAR 2452.237-70, "Key Personnel. The

Contract/Project Manager and alternate shall have full authority to act on all contact matters relating to daily operations of this contract. Accordingly, at a minimum, the points of contact shall have the technical knowledge of the requirement and be in the position to actually receive assignment, guidance, and direction from the GTR, GTM and CO per HUDAR 2452.237-73, "Conduct of Work and Technical Guidance" and shall be allocated enough hours to the requirement to ensure successful performance.

These points of points of contact shall each be an employee of the Contractor. An employee of a subcontractor is not acceptable for either of these positions. The Contract/Project Manager or alternate shall be available between the hours of 8:00am to

4:30pm Monday through Friday EST, except Federal Holidays or when the Government facility is closed for administrative reasons.

4.7 Identification of Contractor Employees

All Contractor/subcontractor personnel shall wear company picture identification badges as to distinguish themselves from

Government employees. When conversing with Government personnel during business meetings, over the telephone, or via electronic mail, Contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees. Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, Contractor/subcontractors occupying collocated space with their

Government program customer shall identify their work space area with their name and company affiliation, or at a minimum, "Contractor" after name.

4.8 Quality Control

The Contractor shall establish and maintain a complete quality control program that shall ensure services are performed in accordance with this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non reoccurrence of defective services. The Contractor's quality control program is the means by which he assures himself that his work complies with the requirements of the contract. The

Contractor shall provide the associated Quality Control Plan to the Government as directed.

4.8.1 Quality Control Plan

The Contractor shall develop, maintain, enforce, and document a

Quality Control Plan (QCP). The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall be sufficiently detailed to provide the Contractor's methodology for identifying and recruiting qualified personnel. The QCP shall also provide the Contractor's methodology for resolving problems identified by the Government during reviews conducted in accordance with its Quality Assurance

Surveillance Plan (QASP). The QCP shall also provide the Contractor's methodology for establishing an internal feedback system for support personnel, and for resolving problems identified by that feedback system. The QCP shall demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Government's QASP. The QCP shall address Quality

Management Approach, Quality Assurance, Quality Control and Quality

Standards.

4.8.2 Baseline Plan

The Contractor shall submit a Baseline Plan (BP) in accordance with

HUDAR Clause 2452.242-71, “Project Management System.” The Baseline

Plan’s narrative portion shall be in a word document and shall not exceed 12 typewritten pages in length, including attachments. It shall describe the project management objectives, methodologies from HUD

Technical Representative and other designated persons. Descriptions of the techniques to be employed for producing and validating services and deliverables conforming to the acceptable quality standards in the contract. Management structure and key personnel, lines of responsibility and authority, interdependencies among tasks, milestones and other indicators of project progress deliverables and a schedule of tasks and deliverables.

The Baseline Plan shall also contain a graphical portion depicting planned technical progress. The graphical portion depicting planned technical progress. The graphical portion shall be in the form of a

Gannt Chart. The baseline plan shall be updated on any change in the work requirements effected by modification to the contract, or any other relevant changes.

5.0 Specific Tasks

5.1 Call Center Requirements

5.1.1 The contractor shall receive and respond to inquiries from homeowners, lenders and the general public to assist in obtaining mortgage insurance refunds.

These findings shall be included in the weekly status report and shall contain the following information:

Number of calls received

Dropped calls

Overdue check tracers

Suspended cases

Number of phone and email referral verification requests

Number of HUD extranet referrals

Number of calls to the Interactive Voice

Response System (IVR)

Agent Report

Number of Calls On Hold

Length of time on hold

Performance Standards

a) Standard: 100% compliance

AQL: Zero deviation

Deliverable

A001 Weekly Status Report

5.1.1.1 The contractor shall notify HUD regarding any referrals, by email or phone, if a check tracer request has not been processed within two weeks of receipt to HUD staff.

Performance Standards

a) Standard: 100% compliance

AQL: Zero deviation

5.1.2 The Contractor shall email referral verification requests to the SFIOD email box for changes to the mailing addresses and issuance of claim forms and correspondence. This information shall be included in the weekly status report.

Performance Standards

a) Standard: 100% compliance

AQL: Zero deviation

Deliverables

5.1.3 The contractor shall provide a Baseline Plan in accordance with HUD Acquisition Regulation (HUDAR) clause 2452.242-71, "Project Management System".

Performance Standards

a) Standard: 100% compliance

AQL: Zero deviation

A002 Baseline Plan

5.1.4 The Contractor shall provide a quality control plan.

The Contractor's QCP shall be delivered with the Business

Proposal submission. The GTR will provide feedback within 10 business days afterward. The contractor shall incorporate any changes within 5 days and acceptance shall be obtained within 20 days overall from contract award.

Performance Standards

a) Standard: 100% compliance

AQL: Zero deviation

Deliverables

A003 Quality Control Plan

6.0 Deliverables

The Contractor shall complete all work and submit all deliverables as specified herein. The Government reserves the right to make changes to delivery dates.

Number Name Frequency Quantity

A001 Weekly Status Report Weekly 52

The Contractor shall provide a weekly status reports that include daily activity breakdown that shall include:

Identify significant problems and their impacts, causes, proposed corrective actions, and the effect such corrective actions will have on the accomplishments and costs of the contract objectives.

Discuss project management activities, including contract administration, contributing to the accomplishment of the project objectives.

Total number of telephone calls processed for the month, including all incoming commercial and 800 number calls and all outbound calls generated by the system only.

The average number of calls processed per day.

The total number of all incoming calls to SFIOD per month and the daily average.

The total number of ACD calls

(calls handled by operators) and a daily average generated by system.

The total number of abandon calls (caller hung up while on hold) per month. The percent of abandon calls for the month.

The average talk time for the month.

The average number of completed outbound calls per day. This represents also the callbacks to homeowners, lenders, HOC and returned calls from after-hours voice mail box and callbacks when additional information is needed for referrals.

The total number of retrieved calls from the after-hours voice mail box during the month.

The total number of “BI” cases processed for the month.

The total number of complaints received from homeowners and lenders for the month.

The total number of

Applications for Premium

Refund or Distributive Share

Payment (Form HUD-27050-B) reviewed during the month.

The weekly status report shall be delivered electronically via the Internet in a word document.

The week 4 status report is required to include the cumulative data from weeks 1-

3.

A002 Baseline Plan once 1

The Baseline Plan (BP) shall include the content and level of detail required by HUD

Acquisition Regulation (HUDAR) clause 2452.242-71, “Project

Management System.”

The Baseline Plan’s narrative portion shall be in a word document and shall not exceed

12 typewritten pages in length, including attachments.

It shall describe:

The project’s management objectives, methodologies from HUD

Government Technical

Representative and other designated persons.

Descriptions of the techniques to be employed for producing and validating services and deliverables conforming to the acceptable quality standards in the contract.

Management structure and key personnel, Lines of responsibility and authority, Interdependencies among tasks

Milestones and other indicators of project progress

Deliverables, and a schedule of tasks and deliverables.

The Baseline Plan shall also contain a graphical portion depicting planned technical progress. The graphical portion shall be in the form of a Gantt chart.

The Baseline Plan shall be updated upon any change in the work requirements effected by modification to the contract or any other relevant changes.

A003 Quality Control Plan Once 1

Quality Control Plan

The Contractor's QCP shall be delivered to the GTR within 30 days after contract award (or with the Contractor's proposal if it is an evaluation factor). The QCP shall be submitted to the GTR within 10 business days when changes are made thereafter.

After acceptance of the QCP, the Contractor shall receive the Contracting Officer's acceptance in writing of any proposed change to its quality control system.

A004 Status Meetings Monthly 12

The Contractor shall meet with the

GTR on a monthly basis to review contractor performance, requirement status,etc.. The Contracting Officer/GTM will provide feedback to the Contractor on performance or progress of the services provided.

A005 Security Plan Once 1

The Contractor shall provide a Security

Plan to ensure that sensitive documents are physically secure 24/7.

A006 Call Center Support Services Monthly 12

Provide Call Center Support Services in accordance with PWS, Section 1.4, 5.1.1.1..

A007 Transition-In Plan Once 1

Provide a Transition-In Plan in accordance with PWS, Section 1.13

A008 Transition-Out Plan Once 1

Provide a Transition-Out Plan in

Accordance with PWS, Section 1.14

6.1 Acceptance Criteria

Acceptance of all deliverables shall be submitted in a draft format agreed upon by the contractor and the government. Upon review and acceptance by the government, the contractor shall address all government comments and submit a final draft within

5 business days of government notification, unless otherwise included.

7.0 Performance Requirements Summary

The summary chart below lists the contract's primary requirements, the associated performance standards, the expected target performance, and the methods of surveillance. The contractor is solely responsible for and required to perform all work to satisfy this requirement. Additionally, HUD reserves all rights and remedies under the provisions and clauses of the contract when performance of any contract requirement, whether or not listed below, is unacceptable.

HUD will develop a Quality Assurance Surveillance Plan to be used to provide contract oversight. In conjunction with the

Contractor's Quality Control Plan and various other methods of assessing performance, the GTR and GTM may perform on-site reviews and/or other types of verification to determine that the specified target performance requirements have been met.

Regular review of Contractor performance is critical to the overall success of the contract. On a monthly basis, the GTR will evaluate the quality of the product or services.

8.0 Related Documents

The Contractor shall abide by all applicable regulations, publications, manuals, policies, and procedures in the performance of this contract. (See hyperlink:

http://portal.hud.gov/hudportal/HUD?src=/program_offices/adminis tration/hudclips/forms/hud2)

9.0 Performance Standards

Statements Standards/AQLs Incentive/Remedy

5.1 Call Center

Requirements

5.1.1 The contractor

shall receive and respond to inquiries from homeowners, lenders and the general public to assist in obtaining mortgage insurance refunds.

a) 90% compliance

AQL: Sample Size

(90%) of Report Data

b) Deliverable. A001, Weekly Status Report w/ daily activity breakdown.

Exercise Next

Successive Option

Period

5.1.1.1 The contractor

shall notify

HUD regarding any referrals, by email or phone, if a check tracer request has not been processed within two weeks of receipt to HUD staff.

a) 90% compliance

AQL: Sample Size

(90%) of Report Data

b) Deliverable.

A001, Weekly Status

Report w/ daily activity breakdown.

Exercise Next

Successive Option

Period

5.1.2 The Contractor

shall email referral verification requests to the

SFIOD email box for changes to the mailing addresses and issuance of claim forms and correspondence.

a) 90% compliance

AQL: Sample Size

(90%) of Report Data

b) Deliverable. A001, Weekly Status Report w/ daily activity breakdown.

Exercise Next

Successive Option

Period

This information shall be included in the weekly status report.

5.1.3 The contractor

shall provide a

Baseline Plan in accordance with HUD

Acquisition

Regulation

(HUDAR) clause

2452.242-71, "Project

Management

System".

a) 100% compliance

AQL: Sample Size

(100%) of Baseline

Plan.

Exercise Next

Period

5.1.4 The Contractor

shall provide a quality control plan.

a) 100% compliance

AQL: Zero deviation

b) Deliverable to be submitted w/Business

Proposal.

Exercise Next

5.2

Monthly Status

Meetings

5.2.1

The Contractor shall meet with the GTR on a monthly basis to review contractor performance, requirement status, etc.

The Contracting

Officer/GTM will provide feedback to the

Contractor on performance or progress of the services provided.

b) 100% compliance

AQL: Sample Size

(100%) of Monthly

Status Meetings

5.3

Security Plan

5.3.1

The

Contractor shall provide a Security

Plan to ensure that sensitive documents are physically secure 24/7.

a) 100% compliance

AQL: Sample Size (100%) of Security Plan

Submission.