Combined_Questions_-_Responses_12-1-16.docx

1. Is there an incumbent or current contract for this requirement? Our firm is interested in responding to this RFP but need to know if there is an existing contractor, if so, what is that current contract number.

Response: This is a new contract for Single Family Mortgage Asset Recovery Technology Business Service Provider (SMART BSP) for the National Servicing Center. SMART BSP currently functions under the National Loan Servicing Support contract.

2. Could you please provide clarification on the loan servicing requirement in the SMART BSP RFP. Section 5.2.1 references servicing of non-HECM loans. We had previously understood that the SMART BSP requirements did not include loan servicing and that there are two additional RFPs soon to be released for loan servicing of the Reverse or HECM loan and for the serving of the non-HECM loans. Can you please provide clarification with regards to requirement 5.2.1 in the SMART BSP RFP. Please see reference below.

5.2.1 The Contractor provides service and track servicing activities the Secretary Held portfolio excluding Reverse or HECM Mortgages and monitor contractor performance. The Contractor shall perform comprehensive loan servicing activities according to mortgage industry loan servicing standards as well as meet the specific needs of the Department and its customers. The Contractor shall utilize industry standard tools, manual preparation and/or interfaces with HUDs business service providers in performing the requirements of this PWS. In the event that any interface is not operational, it is the Contractors responsibility to utilize other available resources as the requirements must still be met. Loan servicing activities include those financial and non-financial actions necessary to make sure that the portfolio of loans are managed and serviced in accordance with all applicable governing laws and in accordance with departmental policies, procedures and regulations.

Performance Standards

a) Standard: weekly and monthly report

b) AQL: 100% Compliant with all applicable regulations.

Response: Section 5.2.1 is modified as follow

5.2.1 The BSP Contractor shall provide the capability to service and track servicing activities the Secretary Held portfolio excluding Reverse or HECM Mortgages and monitor contractor performance.

The Contractor shall provide a Business Service Provider (BSP) that will replace the current BSP (SMART A80-H). The BSP shall be designed and developed to provide the capability needed to service and track servicing activities on the HUD Secretary Held portfolio, excluding Reverse or HECM Mortgages. The BSP shall also provide the capability to monitor the loan servicing performance. The BSP shall provide the capability to perform comprehensive loan servicing activities according to mortgage industry loan servicing standards as well as meet the specific needs of the Department in the areas of system security activities and financial and non-financial management activities. The BSP Contractor shall incorporate industry standard tools, manual preparation and interfaces with HUDs existing business service providers/systems in performing the requirements of this PWS. In the event that any interface is not operational, it is the BSP Contractor’s responsibility to utilize other available resources as the requirements must still be met. Loan servicing activities include those financial and non-financial activities necessary to ensure that the Secretary Held portfolio of loans are serviced in accordance with all applicable governing laws and in accordance with departmental policies, procedures and regulations.

Performance Standards

a) Standard: weekly and monthly reports AQL: 100% Compliant with all applicable regulations.

3. What states do current employees work in?

Response: Oklahoma City, OK

4. Is the toll free number provided by HUD in 1-877-622-8525 different from that required by the contractor under customer service help desk on 5.6.1?

Response: Yes.

5. What is the current storage capacity for the current physical file?

Response: Not Applicable to the BSP SMART.

6. What is storage capacity for the loan files in storage required within 24 hours for servicing?

Response: Not Applicable to the BSP SMART.

7. Are there any SCA employees on the current contract? If not, is HUD looking to establish with this contract where applicable?

Response: This requirement has not previously been performed as a stand-alone contract. The Service Contract Act (SCA) will be applicable to this requirement.

8. This PWS includes a Service Contract Act requirement. Are SCA employees required on this contract?

Response: Outside of Key Personnel described in the PWS, the contractor is responsible for proposing the labor categories they believe necessary to complete the requirements of the contract. If a contractor proposes employees subject to the Service Contract Act it is the contractor’s responsibility to adhere to the requirements of the SCA.

9. Does HUD require the contractor to use existing HUD systems (SMART) for loan servicing? Or the contractors can use their own loan servicing system?

Response: 9a. No. 9b. See Conversion 5.1.1.1.10

10. Does HUD require the contractor to use existing HUD systems (EVARS) for extension? Or the contractors can provide system to manage extensions?

Response: 10a. No. 10b. See Conversion 5.1.1.1.10

11. Does HUD require the contractor to use existing HUD systems (ECLASS) for Servicing and Loss Mitigation training? Or the contractors can use their own training platform?

Response: 11a. No. 11b. See Conversion 5.1.1.1.10

12. Are the training materials for ECLASS currently available or the contractor is required to develop new training materials?

Response: Yes, the Contractor is required to develop new training materials, however, HUD SME will be available to work with the Contractor to develop such material.

13. Will HUD SME be available to work with developers to build the materials or the contractor is required their own loss mitigation expert in developing the training materials?

Response: Yes.

14. The content of this RFP has a significantly expanded work scope from the Business Service Provider Support Services Sources Sought Notice released in April 2016. Considering that there are several requirements included in the RFP that were not included in the Sources Sought Notice - including, but not limited to, general accounting-financial functions, cash management, customer service function (non-help desk), and loan activity servicing - does the government anticipate there being parallel requirements under the Reverse Mortgage Support Services and Loan Servicing Support Services solicitations?

Response: The question is not clear. This RFP is for BSP SMART, not for Loan Servicing.

15. In paragraph one of RFP Section 4.5 Contractor Personnel, RFP lists the Contract/Project Manager and the Alternate Contract/Project Manager as 'Key Personnel' - yet under the paragraph heading "Key Personnel' there is a title/positon named 'Project Director' - is this a different position to the position of 'Contract/Project Manager'? Also within this RFP Section, the RFP lists other positions as Cash Manager, IT Manager, Database Administrator, Web Developer, Web Administrator, Financial Systems Analyst, and Systems Analyst - are these positions considered 'key' with respect to the requirement to provide names and resumes for all of these positions?

Response: 15a: Yes. 15b: Yes.

16. In the last bullet paragraph RFP 5.1.1.1.10, page 35 - can HUD provide the name of the 'existing' system that vendor will be required to convert all standard, non-standard, and specialized reports?

Response: The current system is SMART(A80H)/EVARS/ECLASS.

17. In the opening sentence of this paragraph/requirement (5.2.1) - RFP states 'Contractor shall perform comprehensive loan servicing activities according to mortgage industry loan servicing standards….' - It appears to be the intent of the Government to have the vendor of the BSP contract perform actual loan servicing activities, to include the staffing of licensed personnel to perform such loan servicing activities. Please clarify the term 'perform comprehensive loan servicing activities. It would also be useful if the Government would provide the associated LOE with the loan servicing activities.

Response: See #2.

18. RFP Sections 5.4.2, 5.4.3 and 5.4.4 lists 'features' of the ECLASS system, are these features existing today in the current version of the ECLASS system or are they enhancements that will be made after award?

Response: Yes. They are not enhancements/.

19. RFP Section 5.6 states that the contractor shall 'provide customer support service, technical assistance and assistance to a wide variety of incoming inquiries from lenders in a consultative manner..' - can HUD provide the following for these Customer Support contacts - The number of calls that come in (inbound) on a daily, weekly, monthly, and annual basis. Can the government provide the average handle time (talk plus wrap) for each type of call received. Can HUD provide the number of outbound calls made on a daily, weekly, monthly, and annual basis.

Response: HUD currently does not have this information as it is not a centralized help desk function.

20. Is the Customer Support Help Desk a different customer support function than the one described in RFP Section 5.6? If so, can the government provide the types of calls that are supported from the Customer Support Help Desk, the average handle time (e.g., talk plus wrap) for each call type, and the call volume arrival patterns on a daily, weekly, monthly, and annual basis.

Response: See modified Section 5.6

5.6 Customer Support

Customer Service is a high priority and critical to the successful performance and support of system functions. The NSC is seeking to obtain professional customer service support to provide customer service and technical assistance to a wide variety of incoming inquiries in a consultative manner to appropriately address inquiries.

The Contractor shall ensure that all contacts with the public and HUD employees promote HUD's objectives under this PWS, encourage participation by industry professionals that will result in a high level of customer satisfaction.

The Contractor shall develop different areas of customer support to appropriately address each business and technical function of the BSP.

Performance Standards

a) Standard: The Contractor shall develop, specify and maintain different categories to appropriately address each business and technical functions of BSP including SMART/EVARS and ECLASS.

AQL: No deviation.

Deliverables A047 Customer Support Module

21. RFP section 5.6.1 states that contractor shall provide an email box for users to submit requests. Can the government provide the historical number of email requests that are received on a daily, weekly, monthly, and annual basis? And provide the average handle time for an email request to be resolved? RFP also states that phone and email responses shall be responded to no later than 24-48 hours of receipt. Can the government provide a single measurement as a quality standard as opposed to a 'range'. Also the service level associated with a 'phone' contact seems to be in contradiction to the phone AQL of a response within 1 minute (75% of all calls received).

Response: HUD currently does not have this information as it is not a centralized help desk function.

22. RFP Section 5.6.4 states that contractor shall 'gather basic information such as caller demographics, document the purpose of the call…' - does this CRM/information gathering tool/application exist today? Will it be provided as GFE by the government?

Response: Yes, it’s captured in SMART.

23. RFP Section 5.5 provides detailed job function requirements for the Accounting - Financial Function. Is this function overseeing both the HECM and Secretary Held loan servicing portfolios?

Response: No.

24. What is the minimum number of past performance references?

Response: There is no minimum. We are asking for all relevant services performed in the 3 years prior to submission of proposal. It is up to the contractor do decide what work they have performed that is relevant to the solicitation.

25. Is the Proposal Matrix excluded from the stipulated page limits for Part I?

Response: Proposal Matrix is excluded from the stipulated page limits for Part I.

26. Provided that legibility is preserved, may an Offeror use a font size smaller than 12 point in tables, charts, graphics, and diagrams?

Response: Yes, provided that they are legible.

27. RFP Section L states that 'The number of proposals required is an original and [insert number] copies of Part I, and [insert number] copies of Part II.' How many copies of the proposal is the Government requesting?

Response: Section L has been correct to read as follows:

'The number of proposals required is an original and 1 copy of Part I, and 1 copy of Part II.'

28. Are Key Personnel Resumes excluded from the Technical Proposal page count? And are there any exclusions or page limits related to the Letters of Commitment?

Response: Personnel Resumes are excluded from the Technical Proposal page count. There is no exclusions or page limits related to Letters of Commitment.

29. RFP Section 5.2 states 'Will Use state of the art technology consistent with HUDs existing and planned standard EA'; 'The contractor shall comply with HUDs EA information'- How will the Government ensure all bidders will have access to HUDs EA or comply with CIO and Office of Information Technology Principles? Does the government intend to open a technical library, and if so when given the proposal due date? Will the SMART system documentation as well as current and ongoing changes be made available to bidders?

Response: 29a&b: Section 1.3 Constraints, the PWS of the RFS states 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. Many of the applicable documents, handbooks, forms, user guides, and other policy documents referenced in this PWS are publicly available on the Internet at:

http://portal.hud.gov/hudportal/HUD?src=/program_offices/cio/ea/newea/resources, http://www.gsa.gov/portal/content/133515, http://portal.hud.gov/hudportal/HUD?src=/program_offices/housing/sfh/handbook_4000-1 www.section508.gov or www.access-board.gov 29c: SMART system documentation will be made available at post award conference.

30. Can the Government clarify what it considers 'compliance to all applicable regulations' entails?

Response: Section 1.3 Constraints, the PWS of the RFP states 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. Many of the applicable documents, handbooks, forms, user guides, and other policy documents referenced in this PWS are publicly available on the Internet at:

http://portal.hud.gov/hudportal/HUD?src=/program_offices/cio/ea/newea/resources, http://www.gsa.gov/portal/content/133515, http://portal.hud.gov/hudportal/HUD?src=/program_offices/housing/sfh/handbook_4000-1 www.section508.gov or www.access-board.gov

31. RFP Section 5.2.4 states that 'The Contractor shall provide an automated business processes and capability to perform comprehensive loan servicing requirements necessary to meet HUD guidelines for servicing the various HUD loan programs.' Will the Government provide documentation detailing the HUD Guidelines for servicing the HUD loan programs to ensure the contractor develops processes inclusive of their guidelines? This may be included in the technical library requested above.

Response: Business processes, functional requirement documents (FRD), internal control documents (ICD) will be made available at post award conference.

32. RFP Section 5.5 states that 'The BSP is required to support other accounting and financial functions, business processes, reporting mechanisms and provide capability to perform comprehensive analysis to ensure proper financial activities documented and identified. The Contractor shall ensure complete documentation of all collections, disbursements and other accounting related functions. All information relative to these and other accounting transactions shall be readily accessible and filed in the loan level servicing file. All accounting files shall be the property of HUD and available to HUD upon demand during the Contractor's expressed/regular business hours. The data files shall be forwarded to the identified transaction file repository on a daily basis to be processed and loaded to the General Ledger ("FHASL).' The Government has not provided substantive documentation to allow for costing the Accounting-Financial Functions requirements.

Response: See modified Section 5.5

5.5 Accounting - Financial Functions

The BSP is required to support other accounting and financial functions, business processes, reporting mechanisms and provide capability to perform comprehensive analysis to ensure proper financial activities documented and identified. The Contractor shall ensure complete documentation of all collections, disbursements and other accounting related functions. All information relative to these and other accounting transactions shall be readily accessible and filed in the loan level servicing file. All accounting files shall be the property of HUD and available to HUD upon demand during the Contractor's expressed/regular business hours. The data files shall be forwarded to the identified transaction file repository on a daily basis to be processed and loaded to the General Ledger ("FHASL).

Deliverables A041 Federal Credit Reform Act and the US Standard General Ledger Accounting Transaction Format A042 Accounting and Financial Function/Module

33. Can the government provide the FHA-approved interface file formats for creating interface files with FHASL. RFP 5.5.3.1, page 50?

Response: HUD will provide the FHASL interface control documents (ICD) and any other related documents at the post award conference.

34. RFP Section 5.6.1 states that 'The Contractor shall develop and manage a customer support email box to address customer service needs such as site issues, reports and servicers requests, usage and instruction and as a receipt for ad hoc report development.' Will the Government provide the volume of emails, the volume of the ad hoc reports and what platform is preferred?

Response: Currently HUD doesn’t keep track of email requests, usages and reports.

35. RFP Section 5.6.1 states that 'Further, the Contractor shall provide an email box for users to submit requests, documents, questions and inquiries regarding the website content or to facilitate user understanding. The Contractor shall provide responses to the phone and email inquiries no later than 24-48 hours of receipt. The Contractor shall provide a physical address for lenders to submit legal documents if required'. Can the government provide clarification on the different types of requests, documents and questions pertaining to inquiries and the associated volumes. Also what type of 'legal documents are anticipated to be received and controlled under the BSP? Are their file room or control requirements?

Response: See modified Section 5.6.1 Customer Support

5.6.1 Customer Support Helpdesk

The Contractor shall develop and manage a customer support email box to address customer service needs such as site issues, reports and servicers requests, usage and instruction and as a receipt for ad hoc report development. The customer help desk phone number and email systems shall be operational within one hundred fifty (150) calendar days from the effective date of the contract and available during normal business hours seven (7) a.m. to seven (7) p.m. in geographical time zone in which the business office is located. Within ninety (90) calendar days from the effective date of the contract, the Contractor shall develop a methodology for review and approval by the GTR with the process to prioritize and address requests for assistance or issues, including but not limited to the following examples:

· password resets;

· navigation and use of the websites;

· basic development or enhancement of reports.

Further, the Contractor shall provide an email box for users to submit requests, documents, questions and inquiries regarding the website content or to facilitate user understanding. The Contractor shall provide responses to the phone and email inquiries no later than 24-48 hours of receipt.

The Contractor shall provide a physical address for lenders to submit legal documents if required.

Performance Standards

a) Standard: The customer help desk phone number and email systems shall be operational within one hundred fifty (150) calendar days from contract the effective date of the contract and available during normal business hours seven (7) a.m. to seven (7) p.m. in geographical time zone AQL: no deviation Deliverables A048 Customer Support Helpdesk

36. RFP Section 5.6.2 states that 'The Contractor shall receive and respond to inquiries from customers received during established operating hours. All calls shall be routed to a Customer Service Representative within one (1) minute of the caller's choice to do so.' Will the government provide the expectations regarding the role of the customer support functions within the BSP. It appears from this statement there is an expectation the BSP is going to have a multi-tiered customer service center where calls will be routed to customer service representatives with specific skills. We recommend that the Government clarify how this pertains to supplying IT and Financial support.

Response: See #35 (Modified Section 5.6.1.)

37. RFP Section 5.6.2.1 states that 'The Contractor shall provide prompt, courteous and accurate response to all inquiries regarding requests for loan information in general.' Can the Government elaborate on what type of general loan information the BSP, which is responsible for the SMART, EVARS, ECLASS and Financial function, is expected to provide via a Customer Service function. And how it will. differ from the Reverse Mortgage Support Services and Loan Servicing Support Services solicitations?

Response: See modified Section 5.6.2.1 and see #35 (Modified Section 5.6.1.)

5.6.2.1 Customer Inquiries

The Contractor shall provide prompt, courteous and accurate response to all inquiries regarding requests for assistance loan information in general. The Contractor shall respond to telephone inquiries not later than 12 noon or one (1) business day of the date the call was placed to the Contractor's office or the expiration of such shorter or longer period as expressly authorized or required by this PWS. The Contractor shall respond to written and electronic inquiries no later than two (2) business days following receipt of the inquiry or the expiration of such shorter or longer period of time expressly authorized or required by this PWS. This applies to all areas of service areas in the contract and is not just related to Customer Service.

Performance Standards

a) Standard: The Contractor shall respond to telephone inquiries not later than 12 noon or one (1) business day of the date the call was placed to the Contractor's office.

AQL: No deviation.

b) Standard: The Contractor shall respond to written and electronic inquiries no later than two (2) business days following receipt of the inquiry.

AQL: No deviation.

38. RFP Section 5.6.4 states that 'The Contractor shall gather basic information such as caller demographics, document the purpose of the call before transferring the call to NSC.' This requirement implies a working relationship with other entities outside of the BSP. Is the Government requiring the BSP to have processes in common with other contractors and programs and what oversight and workflow will need to be set up to facilitate such processes? Please provide information on the Government's Concept of Operations as it relates to the working relationship and responsibility expected between entities, to include the number of meeting occurrences and conflict resolution processes.

Response: see #35 (Modified Section 5.6.1.)

39. RFP Section 5.7.1.3 states that 'to ensure ongoing and optimal performance of the website and dedicated servers, the Contractor shall perform routine maintenance on the live web servers on a scheduled basis. The Contractor shall perform these actions during approved time schedule from the GTR and it is not to exceed two (2) total hours of server unavailability per month for maintenance.' Please clarify how the Government intends to prescribe the number of hours allowed for maintenance without knowing the circumstance or type of issues which may arise? Considering that the government manages EVARS and ECLASS, it is assumed that this requirement applies only to contractor managed systems and applications. If no, please define the contractor's responsibilities.

Response: Contractor shall submit a plan which outline what will be performed during a routine maintenance and an expected downtime. Routine maintenance shall be performed outside business hours. The Contractor is required to manage EVARS Section 5.3 and ECLASS Section 5.4.

40. RFP Section 5.7.2.1 states that 'The Contractor shall transfer the data from all business service providers and/or systems according to HUD's approved IT policies and procedures on data transfer protocol.' Please clarify how and when and the Government will provide access to HUD's approved IT policies and data transfer protocol?

Response: Section 1.3 Constraints, the PWS of the RFS states 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. Many of the applicable documents, handbooks, forms, user guides, and other policy documents referenced in this PWS are publicly available on the Internet at:

http://portal.hud.gov/hudportal/HUD?src=/program_offices/cio/ea/newea/resources,

41. RFP Section 5.7.2.1 states that 'At HUD's discretion the backup data will be activated if access to the data via the primary contractor is disrupted. The Contractor shall demonstrate such capability at least monthly. The Contractor shall be responsible for contacting, establishing and funding for this capability with a designated HUD vendor to place a copy of its data at the HUD vendor's site'. How does the Government intend to ensure a fair evaluation of the pricing for this requirement if the contractor is responsible for funding an unknown cost based on a HUD designated vendor?

Response: This section requires the Contractor to provide a monthly back-up of all data. This section also notifies the Prime contractor if any event of failure to provide data or perform under the terms of the contract or there is a disruption of service caused and within the power of the Prime or it’s subcontractor(s), HUD will designate a vendor by which to deliver a copy of the said data. It further notifies the Prime contractor that the costs of this transfer will be charged to the Prime and not HUD.

42. RFP Section 5.7.2.2 states that 'to provide capability for interface with HUD systems, the Contractor shall provide equipment and software that meet HUDs minimum system requirements. All personal computer configurations shall be in accordance with HUDs minimum personal computer system configurations in effect at the time of contract award. If configuration requirements change during the term of contract performance, HUD will notify the Contractor in writing of subsequent configurations and the effective date of any such change.' Would the Government please elaborate on the type equipment and software anticipated to facilitate system interfaces? Where can the minimum computer systems configurations be Response: Please visit http://portal.hud.gov/hudportal/HUD?src=/program_offices/cio/ea/newea/resources,

43. RFP Section 5.7.2.2.1 states that 'The Contractor shall provide equipment and software to allow NSC to generate and upload transaction data files to the SFTP that will be interfaced into the Federal Housing Administration Subsidiary Ledger (FHASL) and other internal HUD systems.' We recommend that the Government elaborate on the type equipment and software anticipated to facilitate system interfaces. And provide the minimum computer systems configurations, or will they be provided to the contractor upon contract award?

Response: Please visit http://portal.hud.gov/hudportal/HUD?src=/program_offices/cio/ea/newea/resources,

44. RFP Section 5.7.2.2.2 states that 'HUD currently has several systems of record that do not directly interface with the Single Family Data Warehouse (SFDW). The Contractor shall provide equipment, software, a mechanism, either direct or middleware application, for electronically integrating data elements with any other HUD systems specified by GTR. The data or information from internal/external systems will be provided in a format that allows for immediate upload and integration within SMART/EVARS structures.' It is unreasonable to require the contractor to provide systems interfaces to unknown and unlimited quantities of HUD systems. Can the government provide a listing of all known systems that the contractor will be interfacing with during the term of the contract?

Response: SMART SINGLE FAMILY MORTGAGE ASSET RECOVERY TECHNOLOGY (SMART/A80H) / Extensions and Variances Automated Requests System (EVARS)/ Electronic Courses on Loss Mitigation and Servicing System (ECLASS) currently interfaces with one or more of the following HUD systems. The HUD systems that will be required to have an interface with the new BSPs are:

45. RFP Section 5.7.3 states that 'The Contractor shall ensure all system components are compatible with future environments that HUD may upgrade or into which HUD may migrate.' Please provide a listing of the HUD system components and anticipated future environments that the Offeror will need to plan for.

Response: Please visit http://portal.hud.gov/hudportal/HUD?src=/program_offices/cio/ea/newea/resources,

46. RFP Section 1.8 states that 'Contractor is responsible for providing services between the hours of 7:00 am to 7:00 pm, local time in the geographic area.' Please clarify if the required hours of operation pertain to the geographic location of the contractor facility or Oklahoma City?

Response: Yes.

47. Can the Project Director perform the Contract Manager role as well, i.e., is it acceptable for one person to perform both of these roles? RFP 4.5, page 27 Response: No

48. Does the government expect all the roles specified in section 4.5 - Key personnel - to be proposed as key personnel? Project Director, Contract Manager, Alternate Contract Manager, Cash Manager Certified Public Accountant (CPA), IT Manager, Database Administrator, Web Developer, Web Administrator, Financial Systems Analyst, Systems Analyst?

Response: Yes

49. RFP Section 5.1.4 states that the 'contractor shall engage an independent auditor for SSAE audit and for C&A - ST&E.' Are these services to be covered under an ODC?

Response: Yes, HUD believes that it is reasonable to price as an ODC.

50. Can the government provide a list of tools/software and the versions that are being used in the existing environment and incumbent contract?

Response: The list of tools/software are Contractor proprietary. The SMART system (A80H) supports loan processing and customer service functions related to certain loan portfolios within the Office of Single Family Asset Management. The system is used to track the performance of certain steps related to loan servicing, bankruptcy and foreclosure. Additionally, SMART is used to perform mortgage releases, and does so in conjunction with a system known as Rēkon2000, provided by Rēkon Technologies. A customer service element is also a part of the SMART system, allowing for tracking of problem resolution for inquires related to loans held within the system. All components of the SMART system (A80H) are currently hosted in Amazon Web Services and must remain there under the new BSP.

51. Are any software licenses provided by the Government?

Response: No. All licenses and software are provided by the BSP contractor.

52. Can the government provide the list of licensed software provided by the incumbent contractor to support the BSP task requirements?

Response: HUD does not provide or own licensed software. The contractor will be responsible to provide and support all software licenses for life of the BSP contract.

53. Can the government provide details on the technical environment currently used to support the requirements of BSP? Specifically, please provide the current hardware, software - versions and infrastructure information used to meet the current needs of BSP.

Response: The database system used to house the SMART data and provide additional functionality is Microsoft SQL – Enterprise – Amazon Web Services servers (AWS). All components of the SMART are hosted in Amazon Web Services. The SMART system is connected to HUD network through a dedicated VPN to interface with other HUD information systems such as Single Family Insurance System - Claims Subsystem (CLAIMS/A43C), Single Family Housing Enterprise Data Warehouse (SFHEDW/D64A) and P260. Additional Site-to-Site secured VPN tunnel is used to provide access to the application to HUD remote users, via Remote desktop application between the Oklahoma City, Tulsa, and Amazon Web Services. Other hardware, software versions and infrastructure information used to support currently SMART system are contractor’s proprietary information.

54. How many users are expected to access the production environment? How many are internal and how many are external users?

Response: Currently the production system allows 350 users to log on to SMART, 7,500 users to EVARS, and 21,000 users to the ECLASS at one the same time. HUD currently does not differentiate external or internal users.

55. RFP Section 5.2 states that the system will be using state of art technology. Is this already developed/deployed or is the government requiring the contractor to develop/convert the existing system? Is new development or major enhancements expected for SMART, EVARS and ECLASS?

Response: The BSP is a new development.

56. Are the accounting/financial functions described under RFP Section 5.5 currently maintained separately for Secretary held and HECM loans? If not, would the BSP contract only include the accounting/financial functions for Secretary Held loans?

Response: Yes. The BSP contract only includes the accounting/financial functions for Secretary Held loans.

57. Are the accounting transactions currently being maintained within the SMART system? If not, what system is currently being used for maintaining the accounting transactions and generating the financial reports?

Response: Yes.

58. What system is currently used by the incumbent contractor to provide customer support? Is it a government owned or a contractor owned system? Would HUD require the historical call data to be migrated if it is a contractor owned system?

Response: HUD currently uses SMART Customer Service module to provide customer support. SMART is government owned and will remain government owned under the new BSP.

59. How many users are currently using the SMART system?

Response: See #54

60. How many users are currently using the EVARS system?

Response: See #54

61. How many users are currently using the ECLASS system?

Response: See #54

62. Do Tasks 5.2, 5.3 and 5.4 require pricing for Modernization of the SMART, ECLASS and EVARS systems or do we need to provide pricing only for the Steady State Maintenance of these systems?

Response: .These tasks include steady state maintenance only. CLIN 0008, 0020, 0032, 0044, and 0056 are for the Production Environment (IAW 5.7) which covers the whole systems and includes section 5.7.1.4 Web Enhancements.

63. Does the Government require pricing for any enhancements for the SMART (CLINS 0003, 0015, 0027, 0039, 0051), EVARS (CLINS 0004, 0016, 0028, 0040, 0052) and ECLASS (CLINS 0005, 0017, 0029, 0041, 0053) systems? If yes, what are the requirements of the enhancements that should be included in the price?

Response: See #62.

64. Is there any specific functionality in SMART, EVARS and ECLASS for HECM loans that is different from Secretary Held Loans? Does this BSP contract also require support for any issues or change in functionality within these systems for HECM loans?

Response: This BSP is not for HECM loans. ECLASS does encompass HECM.

65. RFP Section 5.8 - Standard Reports - states that 'The Contractor shall develop and deliver a reporting tool for each function of the BSP that shall be accessible according to user profiles.' What reporting tool is currently being used to generate the Standard Reports? Are these reports generated using an automated process?

Response: Currently reports are in excel or pdf formats and generated on a daily/weekly/monthly basis using an automated process.

66. RFP Section 5.12.2 - Transition-out states 'At least 60 days prior to the phase out transition period, the contractor shall submit a proposal to the contracting officer to negotiate a lump sum price to cover all costs directly attributable to the phase out effort.' Do we need to provide the pricing for CLINS 0013, 0025, 0037, 0049, 0061 with the proposal response?

Response: No pricing is necessary for those CLINS.

67. RFP Section 5.6.1 states that 'The Contractor shall provide a physical address for lenders to submit legal documents if required.' Is this for delivering purposes only? Will the same physical address for legal documents delivery be used for HECM as well as Secretary Held Loans?

Response: See #35 (Modified Section 5.6.1.)

68. Considering the complexity of the Specific Tasks, and the number of additional requirements that were not described in the Sources Sought Notice, we recommend that the government extend the due date of the proposal.

Response: No.

69. Would the Government consider an extension of 2 weeks to the deadline of 5 December 2016?

Response: No.

70. Section 5.5 – Accounting services, How many FTE’s currently perform the work?

Response: Information is not applicable.

71. In Section M.1.1 Technical Approach, under the Past Performance heading, the PWS states “This factor’s primary emphasis is to assess the past performance of the proposed prime Contractor (or in the case of joint ventures or some other teaming arrangement, the primary member of the team). Does this statement mean that only the past performance of the Managing Member of the Joint Venture will be evaluated?

Response: Past Performance will be evaluated for Prime Contractors, Partners, and subcontractors. Section L.1.4 states, “If the offeror is proposing to subcontract (or use joint ventures/ partners, or other entities other than the prime Contractor to perform) more than 20% of the contract value, the offeror shall submit a separate chart and narrative described for past performance above, for the proposed subContractor(s).” Additionally, Section M.1.1. states, “This factor’s primary emphasis is to assess the past performance of the proposed prime Contractor (or in the case of joint ventures or some other teaming arrangement, the primary member of the team). However, if significant subcontracting/use of other teaming arrangements is anticipated, the past performance history of the proposed subcontractors/other team members must also be evaluated.” Significant subcontracting/use of other teaming arrangements can be defined as stated in Section L.1.4. as anything over 20% of the contract value.

72. How many accounts are included to be reconciled on a monthly basis?

Response: Question is not clear.

73.Wage Determination schedule – What sections within the RFP does this pertain to?

Response: The whole requirement is subject to the Service Contract Act and the attached Wage Determination.

74. The RFP states on page 168: “(b) The number of proposals required is an original and [insert number] copies of Part I, and [insert number] copies of Part II.”

'The number of proposals required is an original and 1 copy of Part I, and 1 copy of Part II.'

75. Can bidders provide the Pricing Proposal in Microsoft Excel format?

Response: Schedule B pricing must be provided as formatted in the solicitation. Section J. Attachment 8. Pricing Documentation may be provided in Microsoft Excel format as long as conforms to the format of the Attachment 8 Pricing Documentation and contains all the information requested in the Attachment.

76. What is the intended scope of work for 5.6 Customer Support and specifically the statement below?

“Customer Service is a high priority and critical to the successful performance and support of system functions. The NSC is seeking to obtain professional customer service support to provide customer service, technical assistance, and assistance to a wide variety of incoming inquiries from lenders in a consultative manner to appropriately route calls to the proper areas, specifically in the area of Loss Mitigation and Servicing issues and support services to HUD's National Servicing Center.”

Response: See #20 (Modified Section 5.6.)

77. Is the BSP expected to provide customer service or a customer service technology beyond users of the EVARS, ECLASS and SMART? Is the Customer Service described above a function of this Contract?

Response: See #20 (Modified Section 5.6.)

78. Please clarify this section of the RFP (5.8.2), it is labeled Reports, but references taking phone calls:

5.8.2 Standard Reports

5.8.2.1 SMART

5.8.2.1.1 The Contractor shall provide the capability to allow users to take phone calls any sources concerning the sale of the loans, answer HUD-related questions or direct them to the appropriate purchaser and provide written responses addressing the delinquent status of the loans sold. The written responses, in some cases, shall require the Contractor to prepare and send a letter of explanation and payment history on the account, which shall include an explanation and payment history on the account.

This shall include an explanation of the transaction/field codes to assist in interpreting the payment history. The Contractor shall make all documentation available for review at the request of the GTM/GTR.

Response: See modified Section 5.8.2.1.1. SMART

5.8.2.1 SMART

5.8.2.1.1 The Contractor shall provide the capability to allow users to document take phone calls received any sources concerning the sale of the loans, answer HUD-related questions or direct them to the appropriate purchaser and provide written responses addressing the delinquent status of the loans sold. The written responses, in some cases, shall require the Contractor to prepare and send a letter of explanation and payment history on the account, which shall include an explanation and payment history on the account. This shall include an explanation of the transaction/field codes to assist in interpreting the payment history. The Contractor shall make all documentation available for review at the request of the GTM/GTR.

5.8.2.1.2 RESERVED The Contractor shall investigate mortgagor complaints to determine if the purchaser is servicing the mortgage according to the loan sale agreement, notify the GTR or GTM in writing of any instances of loan sale agreement violations, and maintain a log of complaint calls received. The log of calls shall contain the mortgagor’s last name, account number and type of complaint indicating referral to GTR or GTM or resolution for preparation of monthly reports to the GTR or GTM. The Contractor shall make all documentation available for review at the request of the GTM/GTR.

Performance Standards

a) Standard: The Contractor shall gather information phone call received mortgagor complaints to GTR or GTM by the tenth (10th) business of every month.

AQL: No deviation.

Deliverables A055 SMART – Monthly Phone Information Mortgagor Complaint

5.8.2.1.3 The Contractor shall provide the capability to perform quarterly analyses on all aging or non-performing accounts and shall generate statistics that provide a forecast of future account stability for the purpose of disposition. The Contractor shall maximize account resolutions every month to reduce cost and potential loss associated with aging and non-performing portfolios.

5.8.2.1.4 RESERVED The Contractor shall perform analysis and recommend alternative solutions to the GTR on the disposition of aging and non-performing accounts on an on-going basis to combat future risks and losses to HUD portfolio.

Performance Standards

a) Standard: The Contractor shall provide analysis by the ten (10th) business day of the month with a recommendation.

AQL: No deviation.

Deliverables A056 SMART – Monthly Analysis of Non-Performing Accounts

5.8.2.1.5 The Contractor shall provide the capability to analyze the analytical information to support the recommended alternative solutions. Upon GTR approval, the Contractor shall process the alternative solution.

5.8.2.1.6 The Contractor shall perform a monthly reconciliation of the portfolio to identify anomalies, recommend innovative options to resolve the anomalies to the GTR, and upon GTR approval, process the recommendation.

Performance Standards

a) Standard: Reconciliation shall be completed by the fifth (5th) business day of the month AQL: No deviation.

Deliverables A057 SMART – Monthly Reconciliation Report

79. Would the government consider providing a list of system development framework components, tools, licenses, maintenance agreements, etc. that will be available from HUD to the BSP Contractor as Government Furnished Equipment (GFE ) (RFP: 5.1.1.1.6 page 32 of 187)?

Response: HUD does not provide any licenses and/or maintenance agreements to BSP contractor. Many of the applicable documents, handbooks, forms, user guides, and other policy documents referenced in this PWS are publicly available on the Internet at:

http://portal.hud.gov/hudportal/HUD?src=/program_offices/cio/ea/newea/resources,

80. Is the provided Functional Requirements Document for the EVARS system (2011) current as built? If not, please provide the current design details for EVARS (RFP: 5.1.1.1.6 page 32 of 187)?

Response: HUD will provide business processes, functional requirement documents (FRD), internal control documents (ICD) will be provided upon award of the contract. Also, please see other attachments to this solicitation.

81. Will the Government provide the Functional Requirements Document and/or design details for the ECLASS system (RFP: 5.1.1.1.6 page 32 of 187)?

Response: HUD will provide business processes, functional requirement documents (FRD), interface control documents (ICD) will be provided upon award of the contract. Also, please see other attachments to this solicitation.

82. What is the current level of effort (LoE) supporting the accounting financial functions required in [5.5] Accounting - Financial Functions ( RFP: 5.5 Accounting - Financial Functions page 48 of 187)?

Response: HUD will provide business processes, functional requirement documents (FRD), interface control documents (ICD) will be provided upon award of the contract. Also, please see other attachments to this solicitation.

83. Is there a page limit for the Business Proposal (Part II) (RFP: L.2 Vol II page 172 of 187)?

Response: There is no page limit for Business Proposal (Part II).

84. The RFP speaks of “converting” applications to a form that would allow them to operate in a FedRAMP-compliant cloud environment. However, these applications use technologies that may not readily allow for cloud hosting without major reengineering or modernization (e.g., PowerBuilder, ColdFusion, Citrix). Will the Government consider an extension of the 90 days after the award deadline, should reengineering be deemed necessary for cloud hosting after our initial cloud readiness assessment at the beginning of the contract? Is secure LAN hosting a temporary option ("lift and shift") for the first 'go live' until reengineering and cloud conversion can be safely accomplished (e.g., SMART system) (RFO: 5.1.1.1.6 - Web Hosting page 32 of 187)?

Response: No

85. Please confirm that any modernization efforts (e.g., upgrading to "state of the art technology") will not be expected until after first achieving full operational capability within the RFP deadlines using the current technologies as much as possible (RFP: 5.1.1.1.3 BSP Architecture Information page 30 of 187).

Response: No.

86. The RFP states that the contractor must provide services for applications including “but not limited to” ECLASS, EVARS, SMART, “and any similar applications.” Please supply details on these additional applications. Without further details, bidders cannot provide a quote for such support RFP: (5.1.1.1.6 - Web Hosting page 32 of 187.

Response: Question is not clear.

87. Could the Government clarify what is meant by “rule-based services” (RFP: 5.1.1.1.6 - Web Hosting page 32 of 187)?

Response: The Contractor shall provide web-based application that allows features and business rules changes with no additional program coding required in a short period of time.

88. The RFP states that “The Contractor shall provide a system where users may access SMART over a LAN…” Can the Government also clarify the stated and related requirement for "access through a secure FedRAMP"…