DU208WP-14-R-0012_REAC_TAC.pdf

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11/14/2014

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DU208WP-14-R-0012

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24.

AMOUNT

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QUANTITY

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SCHEDULE OF SUPPLIES/SERVICES

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ITEM NO.

Real Estate Assessment Center(REAC) Technical Assistance Center(TAC)Services:

The purpose of this contract is for the Contractor to:

Operate a multi-channel contact center Monday through Friday; Provide a single point of contact for Departmental Customer group Business Partners and Program Participants by answering general HUD program status and technical questions from all sources; Communicate and liaise with HUD and REAC Departmental Customer group program.

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SCHEDULE OF SUPPLIES/SERVICES

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ITEM NO.

0001 Technical Assistance Services Center - Base Year

Period of Performance: 02/02/2015 to 02/01/2016

1001 Technical Assistance Services Center - Option

Year 1

(Option Line Item)

Period of Performance: 02/02/2016 to 02/01/2017

2001 Technical Assistance Services Center - Option

Year 2

(Option Line Item)

Period of Performance: 02/02/2017 to 02/01/2018

3001 Technical Assistance Services Center - Option

Year 3

(Option Line Item)

Period of Performance: 02/02/2018 to 02/01/2019

4001 Technical Assistance Services Center - Option

Year 4

(Option Line Item)

Period of Performance: 02/02/2019 to 02/01/2020

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153 2 of

Table of Contents for RFP DU208WP-14-R-0012

Description/Specifications section starts at

Deliveries or Performance section starts at

Contract Administration Data section starts at

Contract Clauses section starts at

List of Documents, Exhibits and Other Attachments section starts at

Representations, Certifications, and Other Statements of Bidders section starts at

Instructions, Conditions, and Notices to Bidders section starts at

Evaluation Factors for Award sections starts at

Description/Specifications

52.252-6 AUTHORIZED DEVIATIONS IN CLAUSES. (APR 1984)

(a) The use in this solicitation or contract of any Federal Acquisition Regulation (48 CFR Chapter 1) clause with an authorized deviation is indicated by the addition of "(DEVIATION)" after the date of the clause.

(b) The use in this solicitation or contract of any clause with an authorized deviation is indicated by the addition of "(DEVIATION)" after the name of the regulation.

ORDER ISSUANCE

Task orders will be issued on a firm-fixed price lump sum basis for each performance period (e.g., one for base period, one for Option Year One, etc.) for anticipated base service requirements for that period of time. Additional task orders will be issued, on a firm fixed price lump sum basis or a fixed hourly labor rate basis or a combination thereof, as needed in the event of surges in call volume or additional special requirements.

All task orders will be based on the hourly labor rates set forth by performance period in the contract below. All task orders for the anticipated base service requirements for a performance period will be based on the contractor’s estimation of the number of labor hours needed to provide the base service requirements as reflected in its Contract Pricing Proposal Format submitted in response to the solicitation for this effort unless the Government provides the Contractor with different information based on previously recognized changes in base service requirements prior to exercise of the option for a subsequent performance period.

INITIAL TASK ORDER

The firm-fixed price for Task Order 001 for the base period (the 12 months from date of award) will be based on the information submitted by the successful offeror using the Contract Pricing Proposal Format set forth in Attachment 2 to the RFP. The completion of this Contract Pricing Proposal Format will reflect the successful offeror’s estimation, based on its experience in the call center industry, of the number of labor hours needed to provide the base level of service as reflected by the historical data set forth in Attachment 5 to the RFP and its proposed technical approach. The REAC TAC, the customer for these services, anticipates a similar level of performance as that reflected by the historical data for the performance periods for which this RFP is issued.

HOURLY LABOR RATES

The Contractor shall perform negotiated task orders under this contract using the labor categories and hourly labor rates listed below.

LABOR CATEGORY (Base Year) FULLY BURDENED

HOURLY RATE

LABOR CATEGORY (Option Year 1) FULLY BURDENED

HOURLY RATE

LABOR CATEGORY (Option Year 2) FULLY BURDENED

HOURLY RATE

LABOR CATEGORY (Option Year 3) FULLY BURDENED

HOURLY RATE

LABOR CATEGORY (Option Year 4) FULLY BURDENED

HOURLY RATE

U.S. Department of Housing and Urban Development

Office of Public and Indian Housing Real Estate Assessment Center

REAC Technical Assistance Center

Performance Work Statement FINAL

2014.06.27

REAC Technical Assistance Center Performance Work Statement

TABLE OF CONTENTS

SECTION C – DESCRIPTION / SPECIFICATIONS / PERFORMANCE WORK STATEMENT

C.1. GENERAL

1.1. Background/Overview

1.2. Information Technology Infrastructure and Environment

1.3. Purpose

1.4. Objectives

C.2. ABBREVIATIONS, DEFINITIONS, DOCUMENTS & PUBLICATIONS AND WEBSITES

2.1. Abbreviations

2.2. Definitions

2.3. Documents & Publications

2.4. Departmental Websites

C.3. GOVERNMENT FURNISHED ITEMS

3.1. Government Provided Property

3.2. Government Furnished Data

3.3. Government Provided Equipment and Services

C.4. CONTRACTOR FURNISHED ITEMS

C.5. 36 CFR §1194.31

C.6. DELIVERABLES

C.7. SCOPE OF WORK

7.1. Task 1 General Tasks

7.2. Task 2 Processing Customer Service Requests

7.3. Task 3 Super-User Profiles and Requirements Analysis

7.4. Task 4 KnowledgeBase Data Management

7.5. Task 5 Automated Call Distribution (ACD) System Monitoring and Management

7.6. Task 6 Reference Contact Lists and Maintenance Support

7.7. Task 7 Program, Business, Information Technology and Functional Area Operation Calendars

7.8. Task 8 Outbound Communications ListServ and Mass Email Support

7.9. Task 9 Program Area Publications and FAQ Support

7.10. Task 10 Proactive Communications and Web Notification Support

7.11. Task 11 Report Preparation and Generation and Other Documentation to Be Provided

7.12. Task 12 REAC Inbound Mail & Facsimiles and Outbound Mail

7.13. Task 13 Departmental Customer Liaison Coordination

7.14. Task 14 Technology Utilization Management

7.15. Task 15 Service Request Management Application Management

C.8. PROGRAM MANAGEMENT

8.1. Management Work Plan (MWP)

8.2. Quality Control, Quality Assurance & Continuous Quality Improvement

8.3. TAC Monthly Progress Reports

8.4. Final Report

8.5. Standard Operating Procedure (SOP) Maintenance

8.6. Performance Meetings

8.7 Service/Deliverable Notification Plan

C9. PERFORMANCE ASSESSMENT PLAN

9.1. Periodic Evaluation

9.2. Final Evaluation

C.10. CONTRACT DELIVERABLE REQUIREMENTS LIST (CDRL)

C.11 PERFORMANCE REQUIREMENTS SUMMARY

Performance Requirements Summary Chart Disincentives

LIST OF EXHIBITS

Exhibit 1 REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas

Traced To HUD Departmental Strategic Goals and Subgoals

Exhibit 2 REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas

Traced To REAC Strategic Goals and Subgoals

Exhibit 3 Service Request Tier Levels and Responsible Provider

SECTION C – DESCRIPTION / SPECIFICATIONS / PERFORMANCE WORK STATEMENT

C.1. GENERAL

The Real Estate Assessment Center (REAC) Technical Assistance Center (TAC) supports the HUD mission to create strong, sustainable, inclusive communities and quality affordable homes for all and the REAC-specific mission to restore the public trust by battling fraud, abuse and waste of HUD program dollars and to improve the housing stock for millions of American families.

1.1. Background/Overview

The REAC TAC is a multi-channel contact center, currently fielding approximately 150,000 mission-critical Service Requests annually from a broad range of internal and external HUD customers, split roughly evenly between Office of Housing and Office of Public & Indian Housing program business partners.

These Departmental Business Partners – TAC Customers – are key stakeholders in the annual disbursement of $35 billion HUD program dollars, over 80% of the Department’s budget. The TAC processes and resolves their Service Requests regarding HUD Program Area products and services, federal regulations, business and program protocols, processes and procedures, technical questions, HUD Secure Systems access and security systems administration issues to support 400,000 internal and external customers (by roles/rights combinations) to deliver low-income housing programs for 5.4 million American families.

In March 2013, the REAC TAC was recognized as a HUD ChangeMaker for promulgating HUD Strategic Goal 5 ‘Transforming the way HUD does business’.

From 2010 into 2014, TAC Customers rated their customer service satisfaction levels as averaging 94%.

This level surpassed not only the [government-wide] Government Contact Center Satisfaction Index 2012 of 69% by nearly 40%, but also topped the comparable private sector contact center customer satisfaction benchmark of 75% by 28%.

During this same period, TAC’s First Contact Resolution Rate – a key driver of high customer satisfaction levels – was +95%. TAC contact center has always performed and is expected to achieve at least 95% of the inbound Service Requests based on the resolutions documented in TAC KnowledgeBase.

To develop KnowledgeBase content, the TAC routinely interacts with over 35 offices and groups across the Department. The objective is to proactively manage the development of KnowledgeBase content to deliver First Contact Resolutions. Rather than waiting for HUD’s Business Partners to contact the TAC with a question, problem or fulfillment request, the TAC proactively employs KnowledgeBase content to anticipate, reduce, mitigate and manage Service Request demand either in customer self-service options or by way of outbound communications initiatives targeting specific customer group profiles.

The TAC works collaboratively with Departmental Customers using HUD-wide productivity applications (government furnished software) to facilitate the collaboration, process documentation and document & file management required for KnowledgeBase content development and enhanced, transparent reporting capability utilizing business intelligence application dashboards to facilitate the integration, analysis and presentation of TAC and Departmental Customer operational data.

The TAC Modernization Initiative (TACMI) projected for completion during the first quarter FY2015 will deliver cloud-based, scalable VoIP operations, computer/telephony integration and a new service request management application (SRMA). TACMI will support additions to current:

Service Request types, to include fulfilment services in addition to answering questions and resolving user problems.

Customer Profiles, to include Program Beneficiaries in addition to Program Participants.

Service Request volume, expected to nearly double to 275,000 annually. Expected drivers in the increase in volume to be, assuming contact center activities (PIH Information Resource Center & Multi-family End Users Support System), increases in REAC-supported programs (physical inspections) and Disaster Relief Support among others.

Media platforms supported, to include email manager UserVoice/SwitchBoard, mobile app communication protocols and social media.

1.2. Information Technology Infrastructure and Environment

Several Departmental hosted websites contain valuable information about HUD programs, support, activities and opportunities that constitute a significant portion of the body of knowledge from which TAC Service Request responses are developed, including but not limited to:

1.2.1. HUD.GOV -- HUD’s public facing website

1.2.2. HUDATWORK.GOV – HUD’s intranet web site, also referred to as HUDNET;

1.2.3. HUDMYSITE.HUD.GOV -- HUD’s SharePoint website, which support the public, Business Partners, employees and Contractors with information regarding HUD programs, information systems security, system releases and schedules, Change Control Management Board (CCMB) platform standards and technical assistance documentation.

Major systems, custom applications and/or technology platforms used and/or supported by the TAC include but are not limited to;

1.2.4. Service Request Management Applications For its Service Request management application and KnowledgeBase tool, the TAC is projected to utilize either;

1.2.4.1. Customer Assistance Subsystem (CASS), configured in HP Peregrine, projected for retirement by the first quarter of FY15 and to be replaced by;

1.2.4.2. SalesForce, a COTS customer relationship management application, and,

1.2.4.3. UserVoice, a GOTS-provided customer relationship management application used as a front-end email-based supplemental component with SalesForce interoperability.

These applications manage the receipt, processing, and documentation for inquiry tickets to record, define and categorize, notify and escalate, and resolve customer Service Requests.

1.2.5. AVAYA Automated Call Distribution network: AVAYA Call Center Supervisor (CCS) Release 16.x.

1.2.6. EIV (Enterprise Income Verification): The purpose of the EIV system is to make integrated income data available from one source, via the Internet, for PHAs to use to improve income verification during required income reexaminations.

1.2.7. LOCCS or eLOCCS (Line of Credit Control System): Web-enabled module in LOCCS, and is the primary disbursement and cash management system, currently managing disbursements for the majority of HUD Programs, including Section 8 Contract Administrators (CA).

1.2.8. FASS-MF (Financial Assessment Subsystem – Multifamily): Annually, REAC receives and analyzes financial statements for over 25,000 HUD insured or assisted multifamily properties.

1.2.9. FASS-PHA (Financial Assessment Subsystem - Public Housing Agencies): REAC receives and analyzes the annual financial statements of the nation's 4,200 public housing agencies.

1.2.10. IREMS (Integrated Real Estate Management System): Serves as Housing’s centralized database for maintaining and tracking multifamily property information.

1.2.11. MASS (Management Assessment Subsystem - Management Operations Certification):

PHA management capabilities are assessed annually based on detailed information submitted electronically to REAC.

1.2.12. PASS (Physical Assessment Subsystem)- REAC conducts a program of annual physical inspections of public and assisted multifamily housing. PASS activities include exigent health and safety, inspector administration, inspection scheduling, inspector and non-inspector training, quality assurance and quality control, inspection scores and technical summary reports, the Reverse Auction Program (RAP), technical reviews and database adjustments.

1.2.13. PHAS (Public Housing Assessment Subsystem)- Annually, REAC determines the overall performance of the nation's 4,000 PHAs by combining physical, financial, management, and tenant satisfaction assessment results.

1.2.14. PIC (Public and Indian Housing Information Center)- PIC Data Base (aka Inventory Management System, IMS) allows Housing Authorities (HA) to electronically submit information to HUD. Internet-based approach which enables HA users and Program Areas personnel to access a common database of Housing Authority information via their web browser from anywhere. PIC is evolving into the PIH Inventory Management System or IMS (IMS-PIC): IMS-PIC team is responsible for maintaining and gathering data about all of PIH’s inventories of HAs, Developments, Buildings, Units, HA Officials, HUD Offices and Field Staff and IMS-PIC Users. TAC directly supports PIC Coaches (internal users) who also provide direct assistance to Departmental Business Partners in the use of PIC.

1.2.15. Subsystem Coordination Group- REAC Business Area team members who coordinate ongoing systems issues primarily for PIH IT and programs.

1.2.16. QASS (Quality Assurance Subsystem - Financial Assessment - Quality Assurance Operations): Quality assurance reviews of Independent Public Accountants (IPAs) who perform audits and attestations of HUD-assisted multifamily projects, public housing agencies (PHAs), and single-family lenders.

1.2.17. WASS (Web Access Security Subsystem)- Also known as Secure Systems, WASS is the security interface for access to more than 25 of HUD’s systems. WASS system objectives are

1) to provide HUD’s trusted Business Partners and internal HUD users a means for requesting access to HUD’s subsystems; 2) to provide secure access to HUD’s Secure Systems environment from the Internet; and 3) to provide secure use of the applications available via HUD’s Secure Systems environment.

1.2.18. RASS (Resident Assessment Subsystem)- Resident Satisfaction Survey - Resident participation by use of a random sample survey process that measures the level of tenant satisfaction with housing conditions.

1.2.19. TRACS (Tenant Rental Assistance Certification System)- Provides users with summary and status data on vouchers submitted for a contract or project number for the 12-month period prior to the date of query submission.

1.2.20. NGMS (Next Generation Voucher Management System)- Part of HUD’s Transformation Initiative and currently under development, as a Department-wide initiative led by the Office of Public and Indian Housing (PIH), NGVMS is a broad-based umbrella information technology development program that cuts across multiple functional and Program Areas within the entire Department to rationalize business processes and procedures with the mandate to ‘evaluate, recommend, acquire or build, implement, configure, test, integrate and deploy to production fully functional automated systems using available technologies and solutions which may include, but are not limited to, Custom Off-The-Shelf (COTS) packages, Government Off-The-Shelf (GOTS) packages, cloud computing solutions such as software as a service (SaaS) and platform as a service (PaaS) to fully satisfy the business and functional requirements identified.’

1.2.21. DCG (Development Coordination Group)- The Development Coordination Group (DCG) of the Office of Public and Indian Housing (PIH), although not a major system, application or technology platform used/or supported by the TAC, it is a principal functional Departmental Customer whose activities are both directly supported by and utilized by the TAC in developing KnowledgeBase content. DCG has broad oversight of all PIH system development teams (including those listed above) to provide support in the development, testing, user acceptance testing, production environments, and release management requirements of several of the largest TAC Departmental Customers. The DCG is responsible for environment setup and coordination activities including, but not limited to, system test database access, user ID and password setup. Areas of development managed include JAVA, Configuration Management, Release Management, Software Quality Assurance, System Management/Technical Architecture, Database Administration/Data Warehouse, Design Review Documentation, and Batch Processing. Development Coordination Group provides Customer Support/Operations, Development Coordination, Integration Test Coordination, Deployment, and Maintenance.

1.2.22. HUD Secure Systems- Also known as WASS, Secure Systems is the security interface for access to more than 25 of HUD’s system applications. Secure Systems objectives are 1) to provide HUD’s trusted Business Partners and internal HUD users a means for requesting access to HUD’s subsystems; 2) to provide secure access to HUD’s Secure Systems environment from the Internet; and 3) to provide secure use of the applications available via HUD’s Secure Systems environment.

1.3. Purpose

The purpose of this contract is for the Contractor to:

1.3.1. Operate a multi-channel contact center Monday through Friday:

Primary contact center operations located at Capital View Building, 425 3rd Street, SW Washington, DC 20024 operating from 7:00 AM to 8:30 PM Eastern Time (ET)

The REAC Mail Room located at the REAC Potomac Center Office Facilities from 7:00 AM to 5:00 PM Eastern Time (ET).

1.3.2. Provide a single point of contact for Departmental Customer group Business Partners and Program Participants by answering general HUD program status and technical questions from all sources, including but not limited to property owners and managers, property inspectors, HUD Field Office and other HUD staff, housing authorities, management agents, residents, sponsors, other HUD and government officials and the general public.

1.3.3. Provide fast, accurate and consistent resolutions to mission-critical Customer Service Requests from Departmental Business Partners, Program Participants, and other groups to facilitate their interactions and transactions with the Department.

1.3.4. Answer questions about HUD or REAC business processes, resolve problems that HUD Secure System users may experience with HUD systems and process fulfillment materials requests regarding HUD programs and/or activities.

1.3.5. Communicate and liaise with HUD and REAC Departmental Customer group program, business, information technology and functional areas to identify, obtain and verify the accuracy of appropriate responses to inbound, i.e., TAC customer, Service Requests.

1.3.6. Manage the inbound and outbound communications between ‘Departmental Customers’ (HUD program, business, information technology and/or functional area groups supported by TAC) and ‘TAC Customers’ (anyone making Service Requests into the TAC) to facilitate a broad range of Departmental Customer/TAC Customer transactions, anticipate and solve potential problems and/or answer questions before they arise, reduce Service Request traffic volume and increase self-service options for customers.

1.3.7. Respond to, process and document inbound telephone calls, TDD/TTY, email, fax, correspondence, web submissions, web chat, any other digital based technology or in person Service Requests from any source.

1.3.8. Provide outbound mail processing services for special mailings related to TAC Customers.

1.3.9. Develop capacity and systems to support consolidating Departmental contact center activities, including beneficiary customers and fulfilment-type service requests, (Agency and program information requests).

1.4. Objectives

The objectives the Government expects to realize under this contract are;

1.4.1. Foster and promulgate the HUD Mission to create strong, sustainable, inclusive communities and quality, affordable housing for all.

1.4.2. Foster and promulgate the REAC Mission to provide and promote the effective use of accurate, timely and reliable information assessing the condition of HUD's portfolio; to provide information to help ensure safe, decent and affordable housing; and; to restore the public trust by identifying fraud, abuse and waste of HUD resources.

1.4.3. Support Departmental Customers by providing TAC Customers/Departmental Business Partners or Program Participants with easily accessible, accurate, consistent, timely, and professional responses to their Service Requests (questions, requests for problem resolution and/or fulfillment requests) via their preferred method of communication, including but not limited to telephone, email, web-based, fax, self-service options and managed outbound communications.

1.4.4. Conduct regular meetings with any Departmental Customer program, business, information technology or functional area group and regularly monitor Departmental activities to proactively anticipate, recommend and develop appropriate Service Request response content, resolutions and activities for inclusion in the TAC KnowledgeBase for the purpose of effectively and efficiently processing and managing customer Service Requests and/or facilitating customer transactions with the Department.

1.4.5. Communicate, coordinate and collaborate the ongoing flow of information from any Departmental Customer office or source within HUD to facilitate HUD’s development as a learning organization, i.e., one that is responsive to the service requests of Departmental Business Partners (TAC Customers).

1.4.6. Provide a fully managed, efficient and effective multi-channel contact center operation at the HUD facilities using Government furnished hardware and application software resources.

1.4.7. Deliver TAC multi-channel contact center services employing industry-standard best practices and methodologies for Service Request center management, Service Request management software application and automated call distribution network configurations, tracking, reporting and managing escalated Service Requests, promoting customer self-service options and conducting periodic Departmental Customer and Customer satisfaction surveys.

1.4.8. Manage, develop, deploy and maintain a comprehensive KnowledgeBase management system which contains all pertinent, up-to-date and accurate information required for handling customer Service Requests and requests and make the KnowledgeBase information available to Departmental Customers in a diverse variety of digital formats. Maintain a continuous flow process development of TAC KnowledgeBase Items to provide First Contact Resolutions for 90% of Customer Service Requests.

1.4.9. Receive, log and process all incidents (Service Requests not resolved upon First Contact), including incident recording, classification, prioritization, escalation, Service Request response content development, maintenance and quality assurance, search for work arounds, status update reports to both TAC customer and Departmental Customer group personnel, perform outbound communication coordination activities, generate a full range of detailed and summary reports regarding all aspects of TAC performance, results, operations and planning.

1.4.10. Produce and provide timely, detailed reports on customer Service Request activity, including but not limited to Service Request volume, Service Request ticket management, Secure Systems user profiles, developing issues and trends at various levels of detail.

1.4.11. Create a document and maintain a training program to assure that the TAC contracted staff stays update with all programs and systems that will ensure accurate and consistent responses to the various Service Requests from HUD customers.

1.4.12. Create a document and maintain ongoing training programs for users of the TAC’s Service Request management application in current or prospective use for the processing of escalated Service Requests.

1.4.13. Develop, document and maintain a quality control program that ensures accurate and consistent responses to all Service Requests from REAC TAC customers and that facilities the reduction of Service Request volume.

1.4.14. Position HUD’s public information services on par with or exceeding private Help Desk Institute (DHI) standards by providing customers with easily accessible, accurate, timely, and professional responses to their Service Requests via their preferred method of communication.

1.4.15. Provide increased capability to measure and control the delivery of Service Request resolution services to meet the evolving needs of TAC Customers, specifically by managing outbound ListServ communications and increasing self-serve options on Departmental websites.

1.4.16. Measure, control and reduce information dissemination costs.

1.4.17. Facilitate and promulgate contact center and knowledge management industry best practices in all contracted tasks to further and support HUD Strategic Goals related to TAC-supported Departmental Customers, particularly HUD Strategic Goal 5 (Transform How HUD Does Business) and all REAC Strategic Goals (and/or similar successor programs and policies) designed to transform, streamline and improve the ways in which HUD and REAC conduct business.

1.4.18. Maintain minimum TAC Customer Satisfaction Survey Rates of 90%, supported by First Contact Resolution Rates of 90%. Customer Satisfaction Survey provided by GTM and performed quarterly upon GTM request. TAC has a SOP on how to perform the Customer Satisfaction Survey.

1.4.19. As part of Task 13 Departmental Customer Liaison Coordination, the Contractor shall review HUD and REAC Strategic Goals with Departmental Customers and communicate, collaborate and coordinate contact center activities to support the achievement of these goals.

1.4.20. Reduce duplicative HUD contact center processing costs by consolidating contact center activities and leveraging existing customer service and profile records currently maintained in disparate locations.

1.4.21. Streamline customer service, offer single-800 number support.

Exhibit 1 REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas Traced To HUD Departmental Strategic Goals and Subgoals (second following page), is provided for illustrative purposes only and details the HUD/REAC Departmental Customers by business area category and the HUD Strategic Goals supported as of June 2014.

HUD Strategic Goals 2010-15:

HUD Strategic Goal 1. Strengthen the Nation’s Housing Market To Bolster the Economy and Protect Consumers

1A Stem the foreclosure crisis.

1B Protect and educate consumers when they buy, refinance, or rent a home.

1C Create financially sustainable homeownership opportunities.

1D Establish an accountable and sustainable housing finance system.

HUD Strategic Goal 2. Meet the Need for Quality Affordable Rental Homes

2A End homelessness and substantially reduce the number of families and individuals with severe housing needs.

2B Expand the supply of affordable rental homes where they are most needed.

2C Preserve the affordability and improve the quality of federally assisted and private unassisted affordable rental homes.

2D Expand families’ choices of affordable rental homes located in a broad range of communities.

HUD Strategic Goal 3. Utilize Housing as a Platform for Improving Quality of Life

3A Utilize HUD assistance to improve educational outcomes and early learning and development.

3B Utilize HUD assistance to improve health outcomes.

3C Utilize HUD assistance to increase economic security and self-sufficiency.

3D Utilize HUD assistance to improve housing stability through supportive services for vulnerable populations, including the elderly, people with disabilities, homeless people, and those individuals and families at risk of becoming homeless.

3E Utilize HUD assistance to improve public safety.

HUD Strategic Goal 4. Build Inclusive and Sustainable Communities Free From Discrimination

4A Catalyze economic development and job creation, while enhancing and preserving community assets.

4B Promote energy efficient buildings and location efficient communities that are healthy, affordable, and diverse.

4C Ensure open, diverse, and equitable communities.

4D Facilitate disaster preparedness, recovery, and resiliency.

4E Build the capacity of local, state, and regional public and private organizations.

HUD Strategic Goal 5. Transform the Way HUD Does Business

5A Build capacity: Create a flexible and high performing learning organization with a motivated, skilled workforce.

5B Focus on results: Create an empowered organization that is customer centered, place based, collaborative, and responsive to employee and stakeholder feedback.

5C Bureaucracy busting: Create flexible, modern rules and systems that promote responsiveness, openness, and transparency.

5D Culture change: Create a healthy, open, flexible work environment that reflects the values of HUD’s mission.

Exhibit 1 REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas Traced To

HUD Departmental Strategic Goals and Subgoals

TAC Departmental Customer: Program, Business, IT or Functional Area Acronym 1A 1B 1C 1D 2A 2B 2C 2D 3A 3B 3C 3D 3E 4A 4B 4C 4D 4E 5A 5B 5C 5D

Office of Housing Programs

Asset Management Projects AMPS A B C D

Active Partners Performance System APPS D B C D A B C D

Enterprise Income Verification EIV C A D A B C D

Line of Control Credit System eLOCCS C A B C D

Financial Assessment Subsystem-Multi Family FASS-MF B C A B C D

Lender Assessment Subsystem LASS A B C D B A B C D

Physical Assessment Subsystem-Multi Family PASS C B E B D A B C D

Quality Assurance Subsystem QASS B C B E B D A B C D

Resident Satisfaction Assessment Subsystem-Multi Family RASS-MF A B C D

Single-Family Appraisal Assessment Subsystem SASS A C D B D A B C D

Technical Assistance Center TAC A B D B C D B D B D A B C D

Web Access Secure Subsystem WASS A B C B D B D A B C D

Office of Public and Indian Housing

CCM-Monitor and Planning System CCM-MAPS C B D E B A B C D

Enterprise Income Verification EIV A B C D A B C D

Line of Control Credit System eLOCCS A B C D

Financial Assessment Subsystem-PHA FASPHA B C D A B C D

Management Assessment Subsystem MASS C A B C D

Integrated Assessment Subsystem NASS C D A B C D

Physical Assessment Subsystem PASS C B D E B D A B C D

PIH Information Center PIC B D B D A B C D

Quality Assurance Subsystem QASS C B E B D A B C D

Resident Satisfaction Assessment Subsystem-PHA RASS-PHA C A B C D

Subsidy and Grants Information Systems SAGIS A B C D

Technical Assistance Center TAC A B C D B D B D A B C D

Web Access Secure Subsystem WASS A B C D B D B D A B C D

REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas Traced To HUD Departmental Strategic Goals and Subgoals

Housing Market Rental Homes Quality of Life Sustainable Communities Transform HUD

Exhibit 2 REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas Traced To REAC Strategic Goals and Subgoals (see second following page) is provided for illustrative purposes only and details the HUD/REAC Departmental Customers by business area category and the REAC Strategic Goals supported as of June 2014.

REAC Strategic Goals 2011-2015:

REAC Strategic Goal 1. Produce Accurate Assisted Housing Assessments and Program Diagnostics

1A Effectively manage the PHAS process including development and implementation of improved PHAS processes.

1B Produce physical inspections of HUD-assisted properties that are reliable, replicable and reasonable.

1C Expand scope of REAC performance assessments and supporting diagnostics in public housing program.

1D Expand scope of REAC performance assessments and supporting diagnostics across a wide variety of assisted housing programs.

1E Support REAC performance assessments with oversight, auditing and quality assurance services to REAC partners and customers.

REAC Strategic Goal 2. Meet PIH Information Needs through Quality Information Technology

2A Develop REAC’s information technology capacity and infrastructure to transform REAC into a modern, state-of-the-art IT center.

2B Establish REAC data warehouse as an accurate, comprehensive, up-to-date source of PIH data.

2C Establish and maintain the accuracy and integrity of IMS/PIC.

2D Support HCV program management through development of a comprehensive

Voucher Management System.

2E Consolidate PIH information and PIH information planning into an integrated, unified whole.

REAC Strategic Goal 3. Deliver Superior Customer Services and Products

3A Provide timely, responsive, professional customer service to all REAC partners and customers.

3B Implement an organized business approach to the research and development of professional products that meet customer needs and expectations.

3C Develop and implement high quality solutions that meet key business needs of REAC customers within HUD.

REAC Strategic Goal 4. Support the HUD Strategic Plan and Key Subgoals

4A Support HUD Strategic Goals through policy and program analysis and data validation.

4B Support HUD Strategic Goal #2 and High Priority Performance Goal #2 to increase the number of low-income families served in both the public housing and housing choice voucher programs.

4C Conduct business process reengineering for the public housing program.

4D Support PIH monitoring, tracking and resolution of improper payments pursuant to the Improper Payments Information Act.

4E Support the transformation of public housing through the HUD

Transformation of Rental Assistance initiative.

REAC Strategic Goal 5. Build and Maintain Internal REAC Management Infrastructure and Capability

5A Implement effective financial management functionality within REAC.

5B Implement effective human resource, staffing and personnel management functionality within REAC.

5C Establish effective contracting and procurement policies and practices within

REAC.

5D Integrate oversight, monitoring and quality assurance into all areas of REAC.

5E Establish strategic planning and project management as an integral part of

REAC internal management operations.

Exhibit 2 REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas Traced To REAC Strategic Goals and Subgoals

TAC Departmental Customer: Program, Business, IT or Functional Area Acronym 1A 1B 1C 1D 1E 2A 2B 2C 2D 2E 3A 3B 3C 4A 4B 4C 4D 4E 5A 5B 5C 5D 5E

Office of Housing Programs

Asset Management Projects AMPS D A A D

Active Partners Performance System APPS D A A D

Enterprise Income Verification EIV A A B D

Line of Control Credit System eLOCCS A A B D

Financial Assessment Subsystem-Multi Family FASS-MF D E A B A B C A B D

Lender Assessment Subsystem LASS A A D

Physical Assessment Subsystem-Multi Family PASS D E A B A B C A B D

Quality Assurance Subsystem QASS D E A B A B C A B D

Resident Satisfaction Assessment Subsystem-Multi Family RASS-MF D E A B A B C A B D

Single-Family Appraisal Assessment Subsystem SASS A A D

Technical Assistance Center TAC D E A B A B C A B D D

Web Access Secure Subsystem WASS D E A B A B C A B D D

Office of Public and Indian Housing

CCM-Monitor and Planning System CCM-MAPS A C A B A B E D

Enterprise Income Verification EIV A A B A B E D

Line of Control Credit System eLOCCS A A B A D

Financial Assessment Subsystem-PHA FASPHA A E A B E A B C A B E D

Management Assessment Subsystem MASS A C E A B E A B C A B E D

Integrated Assessment Subsystem NASS A C E A B E A B C A B E D

Physical Assessment Subsystem-PHA PASS A B C E A B C E A B C A B E D

PIH Information Center PIC A B C B C E A B C A B E D

Quality Assurance Subsystem QASS A B C E B E A B C A B E D

Resident Satisfaction Assessment Subsystem-PHA RASS-PHA A B C E A B E A B C A B E D

Subsidy and Grants Information Systems SAGIS A A B D

Technical Assistance Center TAC A B C D E A B C D E A B C A B D E A B C D

Web Access Secure Subsystem WASS A B C D E A B C D E A B C A B D E D

REAC TAC Departmental Customer Support: Program, Business, IT and Functional Areas Traced To REAC Strategic Goals and Subgoals

Assessment/Dianostics PIH Information Needs Customer Service HUD Strategic Plan Management & Capability

C.2. ABBREVIATIONS, DEFINITIONS, DOCUMENTS & PUBLICATIONS AND WEBSITES

2.1. Abbreviations

2.1.1. ACD – Automated Call Distribution system (Software and Hardware)

2.1.2. AFIUR – Available for Inspection Upon Request

2.1.3. AKA – Also Known As

2.1.4. CASS – Customer Assistance Subsystem

2.1.5. CCMB -- Change Control Management Board

2.1.6. CCS -- AVAYA Call Center Supervisor

2.1.7. CDRL – Contract Deliverable Requirements List

2.1.8. CO – Contracting Officer (or designated Contract Specialist)

2.1.9. COTS – Commercial Off the Shelf (application)

2.1.10. CPD – Contractor Performance Database

2.1.11. CRM or CRM Tool –Service Request Management Application

2.1.12. CSR- Customer Service Representative

2.1.13. DOE – Department of Energy

2.1.14. DCG – Development Coordination Group

2.1.15. EIV – Enterprise Income Verification

2.1.16. EPA – Environmental Protection Agency

2.1.17. FASS MF – Financial Assessment Subsystem Multifamily

2.1.18. FASS PHA – Financial Assessment Subsystem Public Housing Agencies

2.1.19. GFD – Government Furnished Data

2.1.20. GFE – Government Furnished Equipment

2.1.21. GMC – Grants Management Center

2.1.22. GOTS – Governmental Off the Shelf (application)

2.1.23. GTM - Government Technical Monitor

2.1.24. GTR - Government Technical Representative

2.1.25. HCV – Housing Choice Voucher

2.1.26. HUD - Department of Housing and Urban Development

2.1.27. HUD SDM -- Department of Housing and Urban Development Systems Development Methodology (former OCIO standard, replaced by PPM – Project Planning Management or Project Planning Management Life Cycle

2.1.28. IMS – Inventory Management System, aka PIC Database or PIC-IMS Database.

2.1.29. IRC – Information Resource Center

2.1.30. IREMS - Integrated Real Estate Management System

2.1.31. ITIL – Information Technology Infrastructure Library

2.1.32. IVR – Interactive Voice Response/Recognition

2.1.33. LOCCS/eLOCCS – Line of Credit Control System

2.1.34. MASS – Management Assessment Subsystem Management Operations

2.1.35. MCIC – Multi-Channel Contact Center

2.1.36. MTW – Moving-To-Work

2.1.37. MWP – Management Work Plan

2.1.38. NIH – National Institute of Health

2.1.39. NGVMS – Next Generation Voucher System

2.1.40. NLT - Not later than

2.1.41. NOFA – Notice of Funds Availability

2.1.42. ONAP – Office of Native American Programs

2.1.43. PASS – Physical Assessment Subsystem

2.1.44. PIC – Public and Indian Housing Information Center

2.1.45. PHA– Public Housing Authorities

2.1.46. PHAS – Public Housing Assessment System

2.1.47. PHECC – Public Housing Environmental and Conservation Clearinghouse

2.1.48. PIH – Public and Indian Housing

2.1.49. PIC – Public and Indian Housing Information Center

2.1.50. PM – Program Manager (Government)

2.1.51. PJM – Project Manager (Contractor)

2.1.52. PPM – Project Planning Management or Project Planning Management Life Cycle

2.1.53. PWS – Performance Work Statement

2.1.54. REAC – Real Estate Assessment Center

2.1.55. SEI CCMI Level 3 – Software Engineering Institute Capability Maturity Model Integration Level 3

2.1.56. SOP – Standard Operating Procedures

2.1.57. SRMA – Service Request Management Application. Refers to either CASS or SalesForce.

2.1.58. TA – Technical Assistance

2.1.59. TAC - Technical Assistance Center

2.1.60. TACMI - Technical Assistance Center Modernization Initiative

2.1.61. TDHE – Tribally Designated Housing Entity

2.1.62. TMPR – Indicates contract deliverable item for incorporation into the TAC Monthly Progress Report

2.1.63. TRACS – Tenant Rental Assistance Certification

2.1.64. UAT – User Acceptance Testing

2.1.65. WASS – Web Access Security System

2.2. Definitions

2.2.1. User Roles/Rights- Combination of defined user profiles and permitted actions in a systems application.

2.2.2. Answer- Pick-up phone call and provide an adequate response in accordance with the SOP.

Answer also means providing appropriate resolutions to Service Requests from any source.

2.2.3. Automated Call Distribution Network or Platform- The combined software and hardware configuration that allows for the automation of call routing to CSRs based on availability, skill set and workload. The ACD produces a broad range of contact center metrics,

2.2.4. Available for Inspection Upon Request- Refers to documentation created, maintained and updated by the Contractor that is either kept on digital file and/or is posted to the TAC shared drive or SharePoint website.

2.2.5. Available for Inspection Upon Request Delivery Date- The date by which any Available for Inspection Upon Request (AFIUR) reports/logs is to be posted subsequent to the activity or event requiring documentation in the report/log, which in no case shall be NLT 5 business days after the activity or event.

2.2.6. Business Area- Generalized term for activities that support HUD Program Areas, e.g., the Financial Assessment Subsystem Multi-family (FASS MF) supports Office of Housing Multi-family programs.

2.2.7. Business Area Queue- TAC SRMA designation for target queues through which customer Service Requests are escalated to Departmental Customer groups at the Tier 3 level for resolution.

2.2.8. Business Day- Any day other than a Saturday, a Sunday, a Federal holiday or other day on which the Federal Government, by law, executive order or Agency mandate, is closed or when the REAC TAC facilities are closed.

2.2.9. Caller- For the purposes of this contract, the terms ‘Customer,’ ‘Caller’ and ‘Inquirer’ are all synonymous and refer to any internal or external party contacting the TAC through any medium.

Note: TAC Departmental Customers – generally the Departmental program, business, information technology or functional area supported by the TAC – are also considered TAC Customers for the purposes of this contract when they make a Service Request into the TAC.

2.2.10. Call or Call Ticket- Service request management application record generated for a service request that is subject to First Contact Resolution regardless of medium. That is, an ACD phone call or an email service request would result in a Call Ticket, indicating First Contact Resolution.

2.2.11. Call Calibration- Quality assurance methodology to uniformly rate agent performance to improve call monitoring, establish upper and lower control/variation limits for interpreting performance criteria, and achieve consistency in scoring performance.

2.2.12. Capital View Building- HUD office facilities located at 425 3rd Street, SW Washington, DC 20024.

2.2.13. Continuity of Operations Plans- HUD Continuity of Operations (COOP), as defined in the National Continuity Policy Implementation Plan (NCPIP) and the National Security Presidential Directive - 51/Homeland Security Presidential Directive - 20 (NSPD-51/HSPD-20), is the planning and documentation to meet the requirement that individual Executive Branch department and agencies ensure that Primary Mission Essential Functions (PMEFs) continue to be performed during a wide range of emergencies, including localized acts of nature, accidents and technological or attack-related emergencies.

2.2.14. Contracting Officer- The individual has the authority to enter into and administer contracts and determinations as well as findings about such contracts.

2.2.15. Contract Specialist- The individual that will oversee all administrative actions in conjunction with the contract.

2.2.16. Customer/TAC Customer- For the purposes of this contract, the terms ‘Customer,’ ‘Caller’ and ‘Inquirer’ are all synonymous and refer to any internal or external party contacting the TAC through any medium. Generally, TAC Customers are Departmental Business Partners, i.e., HUD program participants, who are the business partners of TAC Departmental Customers. Note:

TAC Departmental Customers – generally the HUTD program, business, information technology or functional area supported by the TAC – are also considered TAC Customers for the purposes of this contract when they make a Service Request into the TAC.

2.2.17. Customer Service Representative- TAC personnel who interacts with or responds to Customer Service Requests.

2.2.18. Day- Calendar day unless stated otherwise.