Encl (1) HRBCC Performance Work Statement (PWS).docx

DEPARTMENT OF THE NAVY

HUMAN RESOURCES BENEFITS CONTACT CENTER

PERFORMANCE WORK STATEMENT (PWS)

1.0 SCOPE OF WORK

1.1.1 This PWS provides for the establishment and operation of the DON Civilian Human Resources Benefits Contact Center (HRBCC), a dedicated single service contact center (contractor personnel will be dedicated to the taskings within this PWS). For the purpose of this PWS, the HRBCC will be referred to as the “contractor”. Additionally, employee refers to civilian employees working or formerly working for the DON. Addendum 1 lists the acronyms used in this PWS. The contractor will provide the full range of support to current and separated Navy civilian employees and prospective employees. Prospective employees are defined as employees who have received a job offer with the DON but are not processed in the personnel system. Employees are located world-wide. The contractor will provide technical guidance, advice, and information to employees about the FEHB, the FEGLI and the TSP programs and employee entitlements to include FEDVIP, FSAFEDS and FLTCIP. The contractor will provide limited information on Federal retirement programs. The contractor will guide employees to retirement information on the OCHR civilian portal page or other approved web sites or refer employees to a CBC Specialist. The contractor will assist employees in accessing the GRB Platform application and making transactions. The contractor shall also assist former spouses and children of employees regarding information on benefits upon request. It is also recognized that the contractor may receive contacts on non-benefit related matters. In such cases the contractor shall respond by providing limited information furnished by the CBC. The contractor shall also receive calls from hearing impaired employees by using a TTY/TDD telephone for the deaf and hard of hearing. For the purpose of this contract “contact” is defined but not limited to the following means of communication received: telephone calls, email, fax, or mail. As part of this assistance, the contractor shall adhere to all requirements of the Privacy Act. Historical workload data is provided in section 12.0.

1.1.2 Information is defined as responses to all requested queries contained in the following references: (1) 5 CFR, Chapter l, Parts 870, 890, 892, 1600; (2) OPM's FEHB and FEGLI Program Handbooks; (3) TSP bulletins; (4) approved written scripts to be provided by the CBC Liaison and (5) approved web sites referenced in the written SOPs. The handbooks are available at www.opm.gov and the TSP bulletins are available at www.tsp.gov. The contractor shall use and follow the written SOPs, attachments 3-8, as provided by the government. If questions arise regarding handoff points, the CBC Liaison shall serve as the POC between the contact center and the CBC staff, except as specified in the government furnished SOPs, attachments 1-6.

1.1.3 Employees may use the self-service tool (the GRB Platform), or may be assisted by a counselor to make benefit transactions. Counselor assistance is available through the Benefits Line. The contractor shall encourage and support the employees’ use of the GRB Platform. The contractor shall understand the data elements used by employees in order to access the GRB Platform application.

1.1.4 Functional assistance provided by the government shall be minimal and limited to complex areas requiring the review of an e-OPF, or immediate and emergent benefit requirements. The CBC Liaison shall identify and resolve DON wide issues, provide direction to the contractor and act as a liaison between the contractor and the CBC staff.

2.0 OPERATIONAL SCHEDULE

2.1 The contract will be a firm fixed price contract for a period of performance of two (2) month training/transition period, followed by a ten (10) month base period, with four (4) twelve (12)-month option periods and with the inclusion of FAR Clause 52.217-8, an additional six (6) months of performance if required by the Government. The contract includes provisions for option periods dependent upon government need and continued satisfactory contractor performance.

2.2 Working Hours, Holidays and Other Facility Closures. The operational hours of the contact center shall be from 7:30 AM to 7:30 PM, Monday through Friday, ET, excluding the observed government holidays listed below; however, if additional “holidays” authorized, it is at the contractor’s discretion to work.

However, during any open season period, the hours of operation for the last week, are from 7:30 AM to 9:30 PM, Monday through Friday, ET. The contractor is responsible for staffing the call center during the operational hours.

3.0 SERVICES TO BE PROVIDED

3.1 The contractor shall be the first entry point of contact for current and former Navy civilian employees and prospective employees who have been offered a position with the DON. These employees are seeking advice and guidance and information regarding the following programs: (1) FEHB (attachment 5_; (2) FEGLI (attachment 6); (3) TSP (attachment 4); and (4) Retirement (attachment 2) as specified in section 1.1.1 of this PWS as well as described in the General (attachment 3) and Administrative (attachment 1) SOPs. The contractor shall also assist former spouses and children of employees regarding information on TCC or FEHB and shall provide a TCC package upon request. This will include accepting or providing other regulatory documents as described in the Health SOPs, as written in attachment 5 (court orders or providing former spouses guidance on the Spouse Equity Act). The contractor will assist employees with providing regulatory documents for children incapable of self-support under the FEHB, FEGLI and FEDVIP.

It is also recognized that the contractor may receive contacts on non-benefit related matters. In such cases the contractor shall respond by providing limited information furnished by the government. The contractor shall also receive calls from deaf and hard of hearing employees by using a TTY/TDD telephone. The government shall handle and respond to matters generated by government agencies (OFEGLI, OPM, TSP, payroll offices, HROs, etc.). In cases where OFEGLI makes a decision on requests for insurance, notification will be forwarded to the contractor and processed in accordance with SOP, as written in attachment 6. The contractor will receive notices of TSP Hardship Withdrawals from payroll offices for action. All correspondence received daily by the contractor will be stamped indicating the date and time of receipt.

3.2 The contractor shall serve as a clearinghouse for the government for benefits related forms and packaged information including but not limited to retirement packages and beneficiary forms, to be mailed out and distributed as requested by callers or by the government staff. The contractor may be tasked to distribute other printed materials to designated activities and/or employees when required. Distribution of benefits related materials includes letters, forms/brochures/pamphlets via mail, email, or fax.

3.3 The contractor shall use BENEFORMS or other DON approved software when completing transactions. Contractor personnel shall demonstrate technical proficiency when responding to questions and provide accurate information and efficient transaction processing.

3.4 The contractor shall be knowledgeable and conversant with the contents and capabilities of the benefit applications, the government’s portal and the SOPs as written in attachments 3-8 as indicated in section 4.16. In addition, the contractor shall perform the full range of transaction processing (accurately and timely) in the areas of FEHB, FEGLI, and TSP in the operation of the benefits contact center but shall also be able to assist callers in completing their own transactions.

3.5 The government expects the contractor to provide correct information to callers’ inquiries at all times. All calls shall be answered within an average of two (2) minutes or less, with the exception of the months of November through January. During these months, when call volume peaks, all calls shall be answered within an average of seven (7) minutes or less.

3.6 The contractor shall review and reconcile daily rejected transactions to include carrier feed and BRAAT reports, as shown through an electronically generated report by GFSA. Transactions rejected from the carrier feed will be fixed prior to the next run.

3.7 The contractor shall respond to email inquiries for all serviced customers within two (2) business days from the receipt of the email (ET). In addition, the contractor shall respond to email inquiries received via the NavyBenefits@navy.mil email address. The contractors may respond to email requests in the U.S. via email or telephonically. Respond via email to personnel that are located overseas due to time zone differences. All email responses are to be copied into the current WTS. Inquiries outside the contractor’s scope of responsibility shall be forwarded to the CBC Liaison for resolution. The CBC Liaison shall be copied on all email responses.

3.8 The contractor shall be responsible for implementing technical or procedural changes to remain current with the benefit program areas.

3.9 The contractor shall enter and maintain workload in the current WTS as defined in established SOP, as written in attachments 1-6. The contractor shall electronically record and track the history of all contacts with customers (mailings, telephone calls, faxes, and emails), and actions rerouted to the CBC. New work shall be entered within one business day of receipt to ensure that WTS is updated continuously (in real time and not retroactively) and accurately completed (resolved) within 2 business days, if resolution can be made. The contractor shall also notate the disposition of each call in the WTS ticket. The contractor may be asked to scan documents in the e-OPF as necessary.

3.10 The contractor shall not enter non-benefit related calls or emails in the WTS. Some examples include calls referring to TWMS, myPay, employment, or verification of employment and myBiz. However, the contractor shall track non-benefit related calls for reporting purposes. The contractor shall use scripts provided by the CBC in responding to callers/emailers who have non-benefit related issues.

3.11 The contractor shall be responsible for all expenses associated with all required mailings. First class postage is required. Traceable mailings are identified in the SOPs, as written in attachments 5 and 6 or as required by regulation. One example is the follow-up letter to the employee requesting supporting documentation for a life or health insurance change. There is no requirement for the contractor to perform a QC on each benefit change. QC requirements are identified in SOPs, attachment 5 and 6. Notification letters shall be sent within 10 days from receipt of report to employees who are required to provide documentation for proof of coverage entitlement.

To assist in mailing costs, the contractor may combine mailings or utilize the employee’s government email address. The contractor may forward attachments via email to employees who request that service. (Emails will be encrypted if PII data is provided.) This does not apply to traceable mailings. The use of employee’s personal email addresses can be used as long as no PII data is shared.

3.12 The contractor shall be responsible for scanning, uploading and verifying benefit documents in e-OPF as identified in the SOP as written in attachments 1-6. Upon request the contractor will manually prepare benefit election forms and upload to e-OPF as directed by the government. Documents shall be uploaded into e-OPF within (15) business days after completion of all required actions unless otherwise specified in SOPs. Delay of scanning documents into e-OPF may occur during an FEHB/FEGLI OS when CSRs are needed to take calls, perform transactions. Other reasons include large mail outs and emails of employee notices. The contractor shall track the number of documents scanned to the e-OPF for reporting purposes.

3.13 The contractor shall be responsible for generating reports from the GFSA or their call center solution. The reports are used to perform certain tasks as written in the SOPs, attachments 3-8. Reports shall be generated timely and complete. . Examples of reports include LWOP, return to duty, QCs, reemployed annuitants, temporary employee notices and transaction statistics/workload reports and monthly production reports. In addition, due to changes in the regulations, the contractor may receive additional reports from the CBC. The reports will be completed in accordance with guidance provided by the CBC Liaison. This includes the annual FEHB OS, special benefit enrollment periods, mass transfers due to a change in payroll office, as well as a FEGLI Open Enrollment period.

3.14 The contractor shall shred all working notes, paper copies of forms, and any related documentation with customer transaction information, using the crosshatched method, after one year.

3.15 The contractor shall utilize DCPS and DFAS Remedy (or other application as identified) for problems with benefit elections in payroll and report as necessary to the proper CBC for correction. The contractor will determine who on the contractor’s staff will have access to DCPS and Remedy. Contractors will follow guidance for accessing and understanding the DFAS applications. Guidance will be provided after contract award. Contractor personnel will be required to take an online test for security measures and submit the request form to the CBC Liaison. The CBC Liaison or government personnel will submit it to DFAS for processing. The contractor is responsible for maintaining access to all GFSA (such as DCPS and Remedy accounts) and report within 24 hours a contractor’s loss of access.

3.16 Any SOPs included as part of this PWS are subject to change. New SOPs may be added and vetted as necessary in accordance with legislative or regulatory changes and new initiatives or improvement in business processes. SOPs, as written in attachments 1-6 identify contractor responsibilities, business processes, and time frames for completing various benefit processes. A final set of SOPs will be shared after contract. References to the Benefits Line in the SOPs are referring to the contractor.

4.0 PERSONNEL REQUIREMENTS

4.1 All employees of the contractor employed in the performance of work under this contract shall be employees of the contractor at all times and not employees of the government. All employees shall be a U.S. citizen. Each contractor employee must obtain and maintain Secret Clearance eligibility. No contractor employee will be given access to DON PII information or systems prior to approval. In order to access Government databases, the contractor contact center personnel shall have a favorably adjudicated T3 at a minimum. The cost if any to complete the NACLC to acquire a Secret eligibility level clearance shall be the responsibility of the contractor. The contractor shall use eQIP to initiate security investigations. The contractor is responsible for submitting all documents to OPM in obtaining the specified level of clearance stated above.

The Government shall issue a DD Form 254, DOD Contract Security Classification Specification to the contractor in order to complete the security process.

Once eligibility is approved, all contractor employees shall complete the following in Total Workforce Management system (TWMS):

· Required Information Assurance Awareness (IAA)training; the latest: (1) DOD Cyber Awareness Challenge and (2) Department of the Navy Annual Privacy Training

· System Authorization Access Request Navy (SAAR-N) form, OPNAV 5239/14.

4.1.A. Contractor employees will not be given access to the DON’s PII data or access to any system which contains PII data prior to clearance by the Government’s Security Manager and shall follow the government’s guidance to obtain approval for access from the Security Manager. The contractor shall provide documentation to the Security Manager in regards to security clearances via a Visit Authorization Request (VAR) in JPAS, in addition to building contractor employee profiles in JPAS. The Security Manager shall grant access to government systems under an interim clearance, at a minimum.

4.1.B. For each contractor employee, the contractor is required to submit a registration request in the Trusted Associate Sponsorship System (TASS). The Security Manager will process the TASS request allowing the contractor employee to obtain a CAC.

4.1.C. The contractor shall provide documentation to the Security Manager in regards to CACs and security clearances. Once the Security Manager grants access, each contractor employee shall acquire a government CAC. CAC offices are listed in the GFE Resolution Procedures. Travel cost to acquire the CAC shall be the responsibility of the contractor. CACs are obtainable at military security offices, to include but not limited to Navy installations.

4.1.D. Contractor employees shall use the CAC to access government computers and applications, which require DOD digital certificates. All CACs shall be relinquished to the government upon a contractor employee’s separation, or upon the end of the contract period of performance.

4.2 Contact Center Personnel. Certain experienced personnel are essential for successful contractor accomplishment of the work to be performed under this contract. The Contact Center Manager and Lead Functional Assistant are considered key personnel. A detailed approach shall be submitted to describe the work experience and the qualifications for the Contact Center Manager and Lead Functional Assistant, which shall contain information sufficient to demonstrate that the proposed individuals meet the requirements set forth below. The knowledge and experience level of personnel will not require intercession by any CBC personnel to resolve problems.

4.3 No substitution or addition of key personnel shall be made except in accordance with the following. The contractor agrees that during the first 120 days of the contract performance period, no key personnel substitutions will be permitted unless an individual’s sudden illness, death, or termination of employment necessitates such substitutions. In any of these events, the contractor shall promptly notify the COR and provide a detailed explanation of the circumstances necessitating the proposed substitution. The contractor shall provide a complete resume for the proposed substitute, reflecting the same or greater qualification experience to the COR for review. The COR will evaluate the requests for substitution and addition of personnel and forward to the CO for approval/disapproval. The CO will promptly notify the contractor in writing whether the request is approved or disapproved.

4.4 Contact Center Manager: Shall have five (5) years or more general supervisory experience in contact or call center operations. This skill experience shall be equivalent to General Schedule (GS)-0201-12, Supervisory Human Resources Specialist (Employee Benefits), as defined in the Position Classification Standards handbook for federal employees located on the OPM web site at: https://www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/classifierhandbook.pdf. Experience in query-based systems is preferred. Shall have experience in: directing work, monitoring workflow, evaluating performance, writing reports, analyzing data, identifying problems, and providing customer feedback. Shall have demonstrated customer service interface expertise and ability to prioritize assignments among equally time sensitive work projects. Shall have skill in following written directives, and inter-agency work protocols. Shall have ability to identify system generated problems and employee generated errors, providing a clear description of the issue and an easy-to-follow suggested resolution. Shall have conflict resolution techniques sufficient to interact in occasional highly charged emotional situations because of delicate or highly contested case matters and determinations. The Call Center Manager shall be co-located with the majority of the CSRs in order to supervise operations effectively. It is important that the manager/supervisor is available to ensure the day-to-day operations is performed in accordance with the provisions of this contract as well as following the policies/procedures in the SOPs, as written in attachments 3-8.

4.5 Lead Functional Assistant: The LFA shall possess a competent understanding of the regulations and policies involved in federal benefits processing. Shall have three (3) or more years experience in processing and providing advice and guidance in Federal benefits (FEHB, FEGLI and TSP) gained within the last five (5) years. This skill experience shall be equivalent to General Schedule (GS)-0201-11, Human Resources Specialist (Employee Benefits), as defined in the Position Classification Standards handbook for federal employees located on the OPM web site at: https://www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/classifierhandbook.pdf. Shall have demonstrated proficiency to lead/supervise personnel. The LFA shall be co-located with the majority of the CSRs in order to lead effectively. The day-to-day operations performed by LFA with the CSRs will allow the LFA to administer sound judgment and bring critical issues to the attention of the Contact Center Manager and CBC Liaison immediately. The LFA will ensure that the contractors remain competent and current on DON applications and issues. The LFA shall have a full range of demonstrated competencies in FEHB, FEGLI and TSP programs. Shall have customer service relationship skills to address complaint and problem resolutions, ability to identify critical issues and bring to the attention of the Contact Center Manager (as applicable) and provide sound judgment in recommending solutions as appropriate, ability to advise/resolve moderately complex, non-controversial, procedural or recurring issues for which there are one or more readily apparent solutions.

4.6 Customer Service Representative: Shall have a minimum of one year experience in customer service/customer relations in addressing complaints/resolving problems and skill in clearly communicating factual and procedural information orally and in writing. Shall have skill in office automation, data entry and retrieval and is a qualified typist (40 words per minutes). All CSRs under the life of the contract shall have the training identified in section 6.0. In addition, all CSRs shall possess sufficient technical knowledge, at the full performance level, of FEHB, FEGLI and TSP and the GRB Platform to answer questions identified in reference material and related web sites. CSRs will guide employees to retirement information on the CBC or other approved web sites or refer employees to a CBC Specialist.

*Please note the government recognizes that contractor CSRs may be hired at the entry level, not possessing the skills required to be at the full performance level. In such cases, the contractor is permitted to delegate certain tasks to these entry level CSRs, such as allowing them to respond to calls that are less technical in nature in order to gain proficiencies of the skill level required. Some examples include assisting employees with accessing GRB Platform, mailing forms, working internal reports, scan and upload documents to e-OPF. However, CSRs in training, will have their calls/work monitored to ensure accurate information is given until such time the contractor has certified that the CSR is competent.

4.7 Administrative Clerical Support: Shall be able to follow directions and communicate with office staff. Ability to print, sort, file, copy, scan and upload documents to e-OPF, retrieve and organize information; experience with office equipment such as computers, copiers, fax machines, scanners, and typewriters and the ability to enter data in spreadsheets, databases, and reports.

4.8 Computer Specialist (Technical): Shall have a minimum of one-year experience in Windows 10 or higher and server maintenance. Shall be able to troubleshoot technical problems (workstation, communication (data and voice) and LAN) within the contact center and between the contact center and the government’s IT personnel. Shall be able to communicate orally and in writing.

4.9 Telework: The contractor is permitted to allow telework, but the COR, must authorize. The contractor will comply with all guidelines set forth in DON’s SECNAV Instruction 12271.1., and OCHR Norfolk Instruction 12600.1C to include sharing with the COR training certificates and signed telework agreements/forms. The COR retains the right to rescind telework privileges if a contractor fails to meet the QASP. The contractor is only authorized to work on the GFE from within the contractor’s approved working facilities or authorized telework site.

5.0 TRAINING REQUIREMENTS

5.1. In the event the contractor has previously operated a Navy Benefits Contact Center, the LFA shall receive annual benefits update training that will be taken from the “Approved Provider Courses” listed in section 5.6 below. Substitution of similar courses shall be subject to COR review/approval by the COR. Courses will be completed at the contractor’s expense. Written verification of completion of courses shall be provided to the CBC Liaison.

5.2 If the contractor has not previously operated a Navy Benefits Contact Center, the LFA and the CSRs will be expected to attend a one-time government-furnished, on-the-job training (at the contractor’s facility or virtual via an authorized collaboration tool) to learn the Navy systems and benefits applications and SOPs, as written in attachments 3-8. The training will occur during the transition period. After the one-time government furnished training, subsequent hired employees shall be trained at the contractor’s expense.

In order for the training to take effect, the Contractor will ensure the following service/equipment is in place:

a) Internet access service speeds/bandwidth sufficient to handle a VPN session (to government resources) from a laptop, desktop, tablet PC, etc.

b) A video projection system, or monitor system that will allow all class participants (locally or remote) to view/read the projected information where the source info is from a workstation, tablet PC, or other projection device.

c) If needed, a sound system sufficient to carry sound throughout the room for all participants to hear the speaker/instructor/ trainer. The system needs to be sufficient to work over the internet/NIPRNET to reach remote students as needed.

d) At a minimum, Plain Old Telephone Service line that allows telephone calls to and from the classroom. When dialing the Call Center Toll Free line (888-320-2917), the call should connect and the main menu can be heard.

5.3 Contractor personnel shall be trained on the benefit SOPs and general business practices and training on GFSA. Training to the GFE/GFA will be completed after contract award. The contractor shall ensure that the LFA and CSRs are competent to use the applications and understand the SOPs, as written in attachments 3-8 before they respond to callers or emails.

5.4 Prior to the government-furnished training, the LFA and the CSRs shall complete two (2) or more of the training courses listed under the Approved Provider Courses in section 5.6 below, at the contractor’s expense, and provide proof of successful completion to the COR. The contactor can expect that two or more training classes can be completed within one week. Substitution of similar courses shall be subject to review by the COR.

5.5 It may be beneficial for the contractor to work with an approved training vendor to ensure the provider emphasizes the training specifically needed to answer the types of queries on the federal benefits issues that fall within the scope of the contract. Upon completion of the government and private vendor training, CSRs should demonstrate highly skilled specialized knowledge of the FEHB, FEGLI and TSP programs and at a minimum be able to:

· Locate and identify regulatory and procedural guidance regarding Federal benefits. (Vendor training)

· Know the location and content of benefit related web sites (CBC, TSP, OPM, BENEFEDS, FSA, and LTCFEDS). (Government training)

· Know and utilize all benefits related tools available on the above web sites pertaining to FEHB, FEGLI, TSP and retirement. (Vendor training)

· Explain to customers what each web site offers. (Vendor)

· Understand the fundamentals of FEHB, FEGLI and TSP including enrollment codes, status codes, how FEGLI codes are derived, calculating costs and coverage amounts, effective dates, QLEs, event codes, comparison charts, open season, and any other information needed to process actions in these areas. (Vendor training)

· Advise new, current and separating employees on their federal benefits. (Vendor training)

· Advise former spouses and children on their TCC benefits. (Vendor training)

· Explain the impact of canceling or reducing benefits coverage (FEHB, FEGLI and TSP) in relation to retirement. (Vendor training)

· Explain the affect LWOP has on federal benefits. (Vendor)

· Understand the Service Computation Date used to access the GRB Platform. (Government training)

· Benefits for Part-time employees. (Vendor training )

· Benefits for Temporary and Term employees. (Vendor training )

· Apply the business processes as outlined in the SOPs. (Government training)

5.6 It is the responsibility of the contractor to ensure that the contact center staff remains competent and current on DON applications and issues. As cited in section 5.0 the contractor will be responsible for training new hires on all topics covered in the government furnished training plus updates as they occur.

APPROVED PROVIDER COURSES

Benefits Workshop Site address: http://www.sharmansite.com

Graduate School USA *Benefits for HR Staff 600 Maryland Avenue, S.W., Suite 120 Washington, DC 20024-2520

Washington, DC 23314 Staffing Specialist

*Advanced Employee Benefits Site address: http://www.grbinc.com

5.8 The contractor shall provide two copies of the training material from the vendor who trained contractor personnel on Federal benefits to the COR, once a vendor has been selected.

5.9 The contractor is responsible for training its personnel and the government personnel on the contact center technology solution (VOIP) and related applications. The contractor shall provide a computer to access the call center software, if required.

5.10 Any new CSRs hired as replacements or supplements to the original staff who does not attend the above training or the government furnished on-the-job training will undergo training and certification testing conducted by the Contractor. The contractor shall submit the CSR Course curricula to the COR for review within 30 days prior to the start of any subsequent new hires.

5.11 The contractor shall ensure training of all personnel in PA regulations and Customer Service Interpersonal skills in a Contact Center Environment prior to the start of contact center operations. Additionally, the contractor’s personnel shall complete all mandated DoD online training required to access government computers. The contractor can anticipate additional security related training requirements as promulgated. All training is completed as required by the COR. Notify COR if training cannot be completed by required timeframe

6.0 TECHNICAL REQUIREMENTS

6.1 The government will maintain its infrastructure for the DON’s ADP and IT needs. The government will allow the contractor access to its information systems in accordance with DOD and DON guidelines, utilizing DON furnished/approved laptop workstations. The contractor shall advise the government on the number of laptops required for its personnel to include two spares. The government will also provide a CAC, external hard drive(s), printers, and scanners to meet the requirements of this SOW. The contractor shall be responsible for providing monitors (VGA, S-Video, DVI, etc.), keyboards (USB), and mice (USB), and other peripherals as appropriate. Currently, two monitors are used by the CSRs or one large monitor, which allows the CSR to view multiple windows/applications at the same time. The contractor shall contact the COR for DON approved devices. The contractor’s access to the DON information systems is necessary to fulfill the government’s requirement(s) as outlined in this SOW. The DON’s infrastructure will include but is not limited to circuits, routers, switches, network interface cards, communications software, database servers, email capability, application software, security hardware and software, etc. The DON enclave is the NMCI. Access to the Navy’s enterprise network is governed by the Commander of the NETWARCOM, which requires PII data to reside on GFE.

The contractor shall comply with the security process, policies, procedures, and requirements as outlined in the CJCSI document (CJCSI 6211.02D), and the DOD PPS Assurance Category Assignments List

The contractor shall adhere to all DOD computer security regulations, guidelines, and policies concerning government and NIPRNET access. The contractor shall also follow all DON computer security regulations, guidelines, and policies. In addition, the contractor shall retrieve, store, use, and handle data in accordance with all government PA regulations of 1974.

The contractor shall process, transmit, and/or store PA data to the same level as the government. All documents that contain PII will be afforded protection and security consistent with all applicable DONCIO or other authoritative policies. The contractor shall conduct IA Self-Assessments every six (6) months, and take annual IA training as prescribed by the government. This may include additional training based on SECNAV requirements. The contractor shall be subject to announced and unannounced onsite and remote IA assessments for conformance to DOD IA policies.

6.1.1 Common Access Card. Access to the government furnished laptops will require a CAC; for logon to the PC and for access to the NMCI network/VPN.

6.1.2 Site Location. If the HRBCC is located at an approved NMCI site, then NMCI wall jacks (RJ-45) will be available for day-to-day use accomplishing NMCI access. If the HRBCC is located at a non-approved NMCI site, then the contractor has to acquire internet service sufficient to allow the GFE to connect to the Government networks/applications/systems. In either case, this access must include the NMCI.

If the HRBCC is housed at a non-approved NMCI site and the laptop needs software updates from the NMCI, then the contractor will have to travel to the nearest NMCI and OCHR approved site and plug into one of the wall jacks to receive the software updates. Please reference the GFE Resolution Procedures. The GFE Resolution Procedures will change from time to time as IT and security environments dictate.

6.2 The contractor shall be required immediately after contract award to provide the number of personnel identified in section 4, so that the Government can provide GFE and software for each contractor employee, or provide GFE and software sufficient to meet the requirements of this SOW. Additionally, the contractor will comply and adhere to all schedules with the process of “technical refreshes” of computers. Costs associated with this process are the responsibility of the government.

6.2.1 Hardware and Software Installation. The contractor shall assemble all hardware, install all software, and configure all contractor equipment to meet the contractor operational requirements as specified below.

6.2.2 Electronic Interface. The contractor shall provide all hardware, software, and communications technology to electronically interface with the IVRS database and web benefit applications, and their databases as necessary based on requirements. This interface shall include internet access. The electronic interface equipment/materials shall include but is not limited to routers, servers, PCs, data circuits, voice circuits, network interface cards, communications software, office equipment, and maintenance. The hardware, software, and communications technology shall be in addition to GFM/E. This hardware, software, and communications technology will support the following system requirements.

· Electronic Mail Capability. The contractor shall utilize DON’s email capability, including all hardware and software, necessary to store, send, and receive email messages with attachment technology for the entire contact center staff. The electronic mail is required to send and receive messages from DON customers, and government personnel. The contractor shall access the email from their government provided laptops.

· Email Inquiries. The contractor shall respond to email inquiries from customers as specified in section 3.7 of this PWS. The contractor shall invoke an automatic reply/response to email messages that come to this address. The following email address shall be used: navybenefits@navy.mil. The contractor may determine to use individual navy email addresses when appropriate.

6.2.3 VOIP Solution. The contractor shall implement and use a VOIP Contact Center solution for the government which has the capability to voice average call wait time and the number of callers in the queue to reach a CSR. Voiced call wait times and callers waiting in the queue is updated as additional callers are holding/assisted. In addition, the contractor shall have "Call Recording" capability to record incoming calls in real time. The contractor will record conversations dealing with terrorism, security threats to their office, or to the government. The contractor shall provide all hardware, software, and services to implement the VOIP solution. The contractor shall allow the contact center staff to manage incoming and outgoing calls via the call center management software. The contractor shall voice scripts provided by the government to meet specific situations, e.g. hours of operation, period of heavy call volume, how to access the GRB Platform application. The call center management software shall also provide for regular call center reports for the government’s review and use.

6.2.4 Government Access and Training of Personnel. The contractor shall allow government employees to receive contact center calls for monitoring by the COR or Liaison in accordance with the QASP Matrix. The contractor shall train the COR and Liaison on the use of the contact center software that the contractor is utilizing. Each of these prerequisites will be coordinated with the contractor after contract award.

6.2.5 Telephone Service. The contractor shall provide telephonic services including hardware to receive and make local and long distance phone calls including faxes in the performance of contractor duties.

The government will provide a toll free number (888-320-2917) that shall point to the contractor’s local number and serve as the Benefits call line for DON employees or DON customers. The Contractor’s VOIP solution shall manage the customer call until the CSR engages each caller.

The contractor shall provide a contact center solution that is completely web based (zero foot print) that does not require any client type software or utilities to reside on the GFE (laptops). The GFE can be used to access the web based solution. If the contractor’s contact center software solution is not completely web based, the contractor shall provide the additional hardware/computers to manage the contact center software. PII data shall not reside on the contractor supplied hardware/software systems.

The government shall be able to monitor all calls via the contractor’s solution in real time or via recordings.

6.2.6 Printing and scanning. All laser printers shall be able to print 25 or more pages per minute. Each printer must be compatible with the NMCI architecture. Documents will be scanned into the GFE. The scanners shall be able to scan at least four (4) pages per minute in high resolution at 24000 dpi optical resolution and 48-bit color.

The printers and scanners shall not be setup as network devices, as the NMCI cannot access and setup the needed queues on a non- NMCI network. The printers and scanners shall be locally attached to the workstation(s). The driver(s) for both devices will be a part of the GFE.

6.2.7 Licenses. The contractor shall provide/purchase all essential software licenses to perform required contact center tasks as outlined in this PWS. The contractor shall not purchase licenses for software provided as GFM/E.

6.3 Maintenance and Problem Resolution.

6.3.1 GFE for use under this contract is provided in accordance with FAR clause 52.245-2 Government Property (Fixed Price Contracts) (DEC 1989). The government shall provide DON approved laptops, external hard drive(s), printers, and scanners, and access to the GFSA as stated in the section below to meet the operational requirements as specified in this SOW. Network access and GFE problems shall be resolved according to DON guidelines and NMCI procedures as described below.

6.3.1.1 Updates from NMCI to the GFE are pushed to users on a regular or daily basis. The contractor shall allow the updates to take place immediately or according to the allowed options.

6.3.1.2 The external hard drive(s) shall be used for frequent/regular backups of user data from the GFE. On the laptops:

· The autoplay shall be disabled.

· Peripherals requiring unauthorized software are not allowed.

· Executable files not recognized by the NMCI system shall result in that account being locked.

· Do not attempt to install any non-approved software.

· Thumb drives are not authorized for use with the GFE.

6.3.1.3 The GFE shall be repaired or replaced according to DON guidelines and NMCI procedures. The government will provide the GFE Resolution Procedures in a separate document. The contractor shall adhere to all NMCI regulations. Any misuse may result in personnel accounts being locked which could take up to two weeks to restore. The DON has to approve the account restoration, and the workstation will have to be cleaned if unauthorized software was added.

6.3.1.4 The contractor shall be responsible for their travel to and from the local approved NMCI sites to resolve NMCI issues and problems as necessary as indicated in the GFE Resolution Procedures. Approved NMCI sites are listed in the GFE Resolution Procedures. Sometimes the contractor employee assigned to the GFE shall be involved in the resolution process, thereby, requiring the individual to travel to the nearest NMCI site. After the hardwire problems have been resolved, the contractor shall return to the HRBCC.

6.3.1.5 The following GFSA are currently operational within OCHR or elsewhere with the oversight of the government:

· GRB Platform

· Workload Tracking System

· BRAAT

· HRLink

· e-OPF

· TWMS

· DCPS

6.3.2 SOFTWARE LICENSES. The government shall possess and maintain licenses for each of the GFSA.

6.3.3 Given the current industry environment with changing software technology and software development, the government will refresh its software applications, and hardware periodically. The government will coordinate with the contractor as necessary to effect pertinent GFSA and hardware changes.

6.3.4 At all times the contractor shall establish a communication link to the government furnished systems without failure lasting more than four hours, in order to provide services rendered under this contract. Industry standards may suggest a T-1 bandwidth or higher.

6.4 The COR is responsible for minimal support to the contractor in the area of IA, GFE hardware and software support, & NMCI problem resolution. The COR will make announced or unannounced HRBCC site visits as necessary.

7.0 TTY/TDD CAPABILITY

7.1 In accordance with the ADA requirements, the contractor shall provide TTY/TDD capability in order to service the deaf/hard of hearing customers. This service shall be toll free.

8.0 GOVERNMENT FURNISHED INFORMATION

8.1 The government will provide the following:

· Standard Operating Procedures (SOPs) for benefit processes

· CBC Points of Contact

· Health insurance providers and points of contact

· User Manuals for benefit applications

· Report template used by the contractor to report monthly performance

9.0 REPORTING REQUIREMENTS

9.1 All reports shall be submitted in an electronic Microsoft Office format to the COR. For the purpose of the monthly reporting, the government will provide a report template for the contractor’s use.

9.2 The contractor shall schedule a monthly program review. Within 10 calendar days from the beginning of the following month, the contractor shall provide the report and work with the COR to schedule a conference call. The report will contain Navy-wide data with cumulative totals and with the activities of the month along with cumulative year-to-date totals.

9.3 The contractor shall report immediately to the COR any system interruptions, including problems with CACs or laptop workstations. The contractor shall adhere to the GFE Resolution Procedures (provide upon request) in reporting the results of trouble shooting analysis.

9.4 The contractor shall quickly identify and escalate all issues and/or complaints to the COR. This includes any backlog of work due to system issues. Within 4 hours, the contractor shall escalate issue or complaints to the COR.

10.0 QUALITY ASSURANCE

10.1 The contractor’s performance shall be measured on the items listed in the QASP. Customer satisfaction shall be measured by monitored telephone calls, calls passed to the CBC Liaison by the government, surveys and email messages to ensure CSRs technical competency.

11.0 HISTORICAL WORKLOAD DATA

11.1 The service population for this contract is approximately 220,000. The following information is not reflective of a contact center operation but is provided to assist in identifying the number of personnel that may be required to perform the requirements under this PWS. (Please note that there is no correlation between the numbers of calls received to the number of transactions processed.)

11.2 Estimated Volume of Workload:

The below data is based on Fiscal Year 2020. Call volume may increase when surges in hiring occur; however, please note that not all new hires will contact the benefits center requesting service.

Approximate number of total calls received by the contact center (connected to a CSR)

88,686

Approximate number of emails received/responded to

14,880

Approximate number of benefit related calls received (FEHB, FEGLI, TSP and requests for retirement information handled by CSRs)

77,911

Approximate number of non-benefit related calls received

2,173

Out of the total number of elections, Counselor Assisted Transactions (CAT) managed

19,214

Approximate number of employee self-service transactions managed; approximately 13,000 of these were made during open season.

100,364

Approximate number of packaged forms/ mailings: TCC packages, Retirement Packages, misc. forms. Average mailing consists of 7 pages. (Use of government email is permitted)

1,429

Approximate number of form letters mailed: Carrier termination notifications (OS), LWOP letters, FEHB termination letters (nonpayment of union dues), Average mailing consists of 3 pages.(The current contractor employs one fulltime FTE to complete the LWOP process.)

3,420

Approximate number of manually created election forms by CSR

Approximate number of QC follow-up actions

Number of documents scanned into employees e-OPF

4,219

Approximate number of scanned pages attached to emails to the CBC

19,000

12.0 In the event a new contract is awarded to another vendor subsequent to this contract, the current contractor will transition work-in-progress to the new vendor. The transition plan will be a coordinated effort between the government, the current contractor and the new contractor. The COR will develop a specific plan addressing transition of work shall be determined.

ADDENDUM 1 - ACRONYMS

generated from benefit elections BENEFITS LINE Government’s toll free telephone line – used by civilian employees to reach CSRs

System (former WTS, discontinued as of 2/08/2016, used for historical purposes only)

benefits center attached to OCHR Norfolk Operations Center, Portsmouth, VA CBC…