Secretary_Held_Loan_Servicing_Scorecard.xlsx
XLSX spreadsheet 24 KB Posted
- Attached to
- Secretary Held Loan Servicing Federal contract opportunity
- Solicitation number
- DU208WR-17-R-0003
About this file
Secretary Held Policy Directives
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| DU208WR-17-R-0003.pdf | ||
| Amendment_2.pdf | ||
| QASP-Secretary_Held.doc | DOC document | |
| Servicing_Matrix.docx | DOCX document | |
| pricing_document.docx | DOCX document | |
| DU208WR-17-R-0003.rtf | RTF text file | |
| Past_Performance_Survey.docx | DOCX document | |
| Secretary_Held_Loan_Servicing_Scorecard.xlsx | XLSX spreadsheet | |
| Historical_Information-Customer_Service.docx | DOCX document | |
| Past_Performance.docx | DOCX document | |
| wage_determination.pdf | ||
| Questions_and_Answers.docx | DOCX document | |
| SF30.pdf | ||
| DU208WR-17-R-0003.pdf |
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Text version
LSS
| Loan Servicing | ||||||
| Scorecard | Reporting Period: | GTR Contact: | ||||
| Contractor: | Title: | Secretary Held Mortgage Loan Servicing | ||||
| Contract Number: |
| Requirement & Performance Measure | "Satisfactory" Performance Threshold | Quarterly Performance (current) | Quarterly | ||
| Outcome (sat or unsat) | Contract Period to Date Performance (% to date) | Contract |
Period to Date Outcome (overall sat or unsat)
| 1. | Mortgage Release: Percentage of Mortgage Releases Sent for Recording No Later Than Fifteen (15) Business Days After Receipt of Request or Payoff (100% of the population will be reviewed) (5.3.20) *A disincentive will be applied to the unsatisfactory performance of this requirement. | 97.00% | Not Yet Rated | Not Yet Rated |
| 2. | Subordinations: Percentage of all subordinations processed pending expiration, notice of expiration issued to the requestor within five (5) business days of expiration date. (5.3.23) | 97.00% | Not Yet Rated | Not Yet Rated |
| 3. | Wait Time for Callers: Percentage of Callers Choosing to Speak with a CSR Whose Wait Time Is No More ThanOne (1) Minute for 90% of all calls received for the quarter. A pass/fail measurement will be used for this element. (5.7.1) *A disincentive will be applied to the unsatisfactory performance of this requirement. | Pass | Not Yet Rated | Not Yet Rated |
| 4. | Payment Processing: The Contractor shall process all payments to Treasury or Deposit Only not later than the next business day after receipt. (5.3.1) *A disincentive will be applied to the unsatisfactory performance of this requirement. | 97.00% | Not Yet Rated | Not Yet Rated |
| 5. | Annual Recertification/Occupancy Certification: Percentage of Certifications Sent Not Later Than Thirty (30) Calendar Days Prior to Anniversary / Not Later Than Two (2) Business Days From After The Anniversary of The Occupancy Date; Not Later Than Two (2) Business Days of Notice (100% of the population will be reviewed) (5.4.1) | 97.00% | Not Yet Rated | Not Yet Rated |
| 6. | Telecommunication System: The telecommunication system shall maintain an operational capability 100% of the time, except during periods of documented scheduled maintenance. (5.7.17) *A disincentive will be applied to the unsatisfactory performance of this requirement. | 97.00% | Not Yet Rated | Not Yet Rated |
| 7. | Partial Claim 61-day Notice: Percentage of the individual PC 61-day Notice letter and spreadsheet is delivered accurately by the tenth (10) business day of the month. |
(5.6.4.1)
| 97.00% | Not Yet Rated | Not Yet Rated | ||||||
| 8. | Partial Claim Terminations Noted: Percentage of terminations are updated in SMART within five (5) business days of receiving the termination report. | |||||||
| (5.6.4.3) *A disincentive will be applied to the unsatisfactory performance of this requirement. | 97.00% | Not Yet Rated | Not Yet Rated | |||||
| 9. | Partial Claim Terminations to be Transferred to the Financial Operations Center (FOC): Percentage of transferred loans from due and payable terminations to FOC within fifteen (15) business days of receiving the termination report | |||||||
| (5.6.4.3) *A disincentive will be applied to the unsatisfactory performance of this requirement. | 97.00% | Not Yet Rated | Not Yet Rated | |||||
| 10. | Proof of Claims: The Contractor shall prepare and file Proof of Claims not later than five (5) business days from notification of bankruptcy filing. (5.2.4) | 90.00% | Not Yet Rated | Not Yet Rated | ||||
| 11. | Imaging: All correspondence received shall be date stamped upon receipt, imaged and attached at loan level within 10 business days of receipt. (5.1.4) | 90% | Not Yet Rated | Not Yet Rated | ||||
| Quarterly Rating: | Not Yet Rated | Contract Period to Date Rating: | Not Yet Rated | |||||
| Scorecard Appeal Process | ||||||||
| 1. The Contractor shall have ten (10) business days after receiving the scorecard report to contact |
their GTR in writing if they believe that something is incorrect or that there is a data integrity issue.
The Contractor must provide documentation to support their assertation(s).
2. The GTR shall have five (5) business days to respond to the Contractor's concern(s).
3. The Contractor shall have 5 business days to appeal the issue(s) to the Contracting Officer in writing. The Contractor must provide documentation to support their assertation(s).
4. The Contracting Officer shall make a determination concerning the Contractor's appeal and advise the GTR and the Contractor of their decision within 5 business days.
| Criteria | |
| Fail | Anything below the Satisfactory Performance Threshold (AQL) = UnSatisfactory rating (3 or more element below the Satisfactory Threshold = Unsat Performance (FAIL) and warrant OCPO action) |
Pass Anthing at or above the Satisfactory Perfomrance Threshold (AQL) = Satisfactory
Attachment 1
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