A05_Performance_Work_Statement_-_DoDCAF_Call_Center_-_HQ0034-13-R-0098.pdf

PERFORMANCE WORK STATEMENT (PWS)

Integrated Call Center Services

And Processing Support for RRU’s and Incident Reports

For the

DoD CAF

Part 1

General Information

1. GENERAL: This is a non-personnel services contract to establish a responsive Call-Center and provide administrative support to process Research, Recertify, and Upgrade (RRU) and Incident Reports (IR) in the Joint Personnel Adjudicative System (JPAS) and the Clearance Adjudication Tracking System (CATS). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform Call Center and administrative support functions as defined in this Performance Work Statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.2 Background: On May 3, 2012, Deputy Secretary of Defense Carter signed a memo directing a complete consolidation of the personnel security adjudicative functions, resources, and assets of the Army, Navy, Air Force, WHS, JCS, and DOHA CAFs, and DISCO into a single organization under the authority, direction, and control of the Director of Administration and Management (DA&M) with an IOC of 1 Oct 2012. Each of the former CAFs had varying degrees of call center support. Since consolidation is complete, an integrated call center and processing support function is needed to continue the requirement.

1.3 Objective: The purpose of this PWS is to establish a responsive Call-Center and provide administrative support to process Research, Recertify, and Upgrade (RRU) and Incident Reports (IR) in the Joint Personnel Adjudicative System (JPAS) and the Clearance Adjudication Tracking System (CATS). The critical goal for the Call-Center operation is to provide services which ensure Security Manager callers receive the correct answer and are satisfied their queries are being properly actioned at DoD CAF. The key goal of processing RRU’s and IR’s is to process these requests/reports from the field in a timely manner and IAW DOD, DoD CAF policies and procedures. The DoD CAF will provide infrastructure support including work space, telephone, computers, Internet capability and access to necessary security programs and other requirements necessary to conduct normal business.

1.4 Scope: The scope of this work covers a full range of Call-Center support services for the DoD CAF Customer Call-Center focused on providing accurate and timely Personnel Security and Adjudicative information to Security Managers world-wide using available database(s), systems, and applicable regulations and SOPs.

Specific metrics that exemplify the expected performance levels are detailed in the Performance Requirements Summary.

1.5 Period of Performance: The period of performance shall be for one (1) Base Year of 6 months and four (4) 12-month option years. The Period of Performance reads as follows:

PWS: DoD CAF – Integrated Call Center and RRU/IR Support

Base Year August 26, 2013 – February 25, 2014 Option Year I February 26, 2014 – February 25, 2015 Option Year II February 26, 2015 – February 25, 2016 Option Year III February 26, 2016 – February 25, 2017 Option Year IV February 26, 2017 – February 25, 2018

1.6 General Information

1.6.1 Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. The QCP is to be delivered with the contractor’s proposal. Three copies of a comprehensive written QCP shall be submitted to the KO and COR within 5 working days when changes are made thereafter. After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his QC system.

1.6.2 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.3 Recognized Holidays: The DoDCAF is closed in observance of the following holidays, thus the contractor is not required to perform services on these days.

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Independence Day Christmas Day

1.6.4 Hours of Operation: The contractor is responsible for conducting business, between the hours of 0600 and 1800 Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

For other than firm fixed price contracts, the contractor will not be reimbursed when the government facility is closed for the above reasons. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5 Place of Performance: The work to be performed under this contract will be performed at the Government facility stated below.

DoD CAF 600 10th Street Fort George G. Meade, MD 20755

1.6.6 Type of Contract: The government will award a Firm-Fixed Price Contract.

1.6.7 Security Requirements: Contractor personnel performing work under this contract must have a current Top Secret/SCI security clearance reflected in the Joint Personnel Adjudication System (JPAS) at time of the proposal submission, and must maintain the level of security required for the life of the contract.

The security requirements are in accordance with the attached DD254.

1.6.7.1 PHYSICAL Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.6.7.2 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer.

1.6.7.2.1. In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

1.6.7.2.2. The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer.

1.6.7.3 Lock Combinations: The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.8 Special Qualifications: It is required that the contractor personnel possess a working knowledge of JPAS, CATS, e-QIP, DCII, DEIDS, Scattered Castles, OPM SII, and PIPS personnel security applications/systems.

1.6.9 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues.

These meetings shall be at no additional cost to the government.

1.6.10 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance:

maintain written and oral communications with the Contractor concerning technical aspects of the contract:

issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11 Key Personnel: The follow personnel are considered key personnel by the government: Contract manager/Alternate contract manager and Site Lead. The contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer.

The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available between 8:00 a.m. to 4:30p.m., Monday thru Friday except Federal holidays or when the government facility is closed for administrative reasons. The Contractor shall not remove or replace any personnel designated as "key" personnel without prior written notification and approval by the COR, although the Government recognizes that the contractor cannot compel any individual to remain under its employ. Written notification of the pending substitution shall be submitted to the COR no later than 10 calendar days in advance of any proposed substitution and shall include a resume and justification of the proposed substitution(s) in sufficient detail to permit evaluation of the impact on delivery order performance. The DoDCAF will review the resume(s) and justification to ensure compliance with the delivery order.

Any replacement personnel proposed shall meet at least the minimum qualifications specified below for the key position. If deemed necessary by the DoDCAF replacement personnel shall be given a one (1) day orientation at no additional cost to the Government.

The COR shall also be notified in writing of any temporary changes to the designated lead prior to occurrence.

Qualifications for all key personnel are listed below.

1.6.11.1 Contract Manager /Alternate

1.6.11.1.1 The Contract Manager and Alternate must have 5 or more years DoD contract management experience; and familiarity with personnel security applications/systems (e.g. JPAS, CATS, and eQIP).

The Contract Manager must demonstrate a strong ability to recruit and retain personnel.

1.6.11.2 Site Lead

1.6.11.2.1 The Site Lead must demonstrate a strong ability to multi-task in areas concerning performance reporting and personnel duty scheduling. The Site Lead must also demonstrate the ability to draft (or contribute to) standard operating procedures (SOP) and work instructions (WI) prescribing daily procedures. The Site Lead must also possess a working knowledge of personnel security applications/systems (e.g. JPAS, CATS, and eQIP).

1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor personnel will be required to obtain and wear DoD CAF badges and CAC cards in the performance of this service.

1.6.13 Contractor Travel: Contractor travel is not required in performance of this service.

1.6.14 Other Direct Costs: No Other Direct Costs are applicable in the performance of this service.

1.6.15 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.16 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g. cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.17 PHASE IN /PHASE OUT PERIOD: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the phase in/ phase out period not to exceed 30 days. During the phase in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

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

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.8. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.11. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.12. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

ACOR Alternate Contracting Officer's Representative

AFARS Army Federal Acquisition Regulation Supplement

Annual (A)

Services performed once during each 12-month period of the contract.

AR Army Regulation

CAF Central Adjudication Facility

CATS Case Adjudication Tracking System

CCE Contracting Center of Excellence

CFR Code of Federal Regulations

CONUS Continental United States (excludes Alaska and Hawaii)

COR Contracting Officer Representative

COTR Contracting Officer's Technical Representative

COTS Commercial-Off-the-Shelf

DA Department of the Army

Daily (D5)

Services performed once each day, Monday through Friday, including holidays unless otherwise noted.

DCII Defense Central Index of Investigations

DD250 Department of Defense Form 250 (Receiving Report)

DD254 Department of Defense Contract Security Requirement List

DEIDS Defense Employee Interactive Data System

DFARS Defense Federal Acquisition Regulation Supplement

DMDC Defense Manpower Data Center

DOD Department of Defense

DoD CAF Department of Defense Consolidated Adjudications Facility

EPSQ Electronic Personnel Security Questionnaire eQIP Electronic Questionnaire for Investigations Processing

FAR Federal Acquisition Regulation

FS-240 Consular Report of Birth form FS-240

FSO Facility Security Officer

HIPAA Health Insurance Portability and Accountability Act of 1996

IR Incident Reports

ISP Investigation Service Provider

JCAVS Joint Clearance and Access Verification System

JPAS Joint Personnel Adjudication System

KO Contracting Officer

LAN Local Area Network

Monthly (M)

Services performed 12 times during each 12-month period of the contract at intervals of 28 to 31 calendar days.

NAC National Agency Check

NISP National Industrial Security Program

OCI Organizational Conflict of Interest

OCONUS Outside Continental United States (includes Alaska and Hawaii)

ODC Other Direct Costs

OPM Office of Personnel Management

PIPO Phase In/Phase Out

PIPS Personnel Investigations Processing System

PM Program Manager

POC Point of Contact

PPR Phased Periodic Reinvestigation

Products Any system, application, utility, tool, process, or policy

PRS Performance Requirements Summary

PWS Performance Work Statement

QA Quality Assurance

QAP Quality Assurance Program

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Program

Quarterly (Q)

Services performed four times during each 12-month period of the contract at intervals of 80 to 100 calendar days.

RRU Research, Recertify, and Upgrade

RSI Reimbursable Security/Suitability Investigation

SBPR SSBI Periodic Reinvestigation

SC Scattered Castles

SCI Sensitive Compartmented Information

SF-312 Classified Information Nondisclosure Agreement

SII Suitability/Security Investigations Index

SME Subject Matter Expert

SSBI Single Scope Background Investigation

SSN Social Security Number

TE Technical Exhibit

TPOC Technical Point of Contact

Weekly (W)

Services performed 52 times during each 12-month period of the contract at intervals of six to eight calendar days.

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government will provide local and long-distance telephone services within the office.

In addition, the contractor will be expected to utilize a government furnished Cisco Call Manager System.

The Government will also provide all necessary LAN access. The Contractor shall comply with all agency policies, procedures, and agreements pertaining to LAN access. Contractor shall provide the appropriate applications training for their personnel. Violation of these procedures will result in loss of LAN and computer use privileges and access.

3.2 Facilities: The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment.

3.3 Utilities: The Government will provide all necessary utilities in the facility for the contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

3.4 Equipment: The Government will provide and maintain computers, telephones, scanners fax machines, printers, and other Government deemed necessary equipment for official use in performance of the tasks outlined in this PWS. The contractor shall turn in Government furnished equipment (GFE) upon replacement with life cycle equipment or upon request by the Government. The contractor shall turn in all software from GFE Systems, such as the operating system or applications, upon turn in of GFE PCs. The Government must approve all software loaded upon GFE PCs.

3.5 Materials: The Government will provide Standard Operating Procedures and Policies and general office supplies. The Government will provide available information needed to support the performance of this PWS. The Contractor is responsible to ensure the completeness and correctness of the data before performance and completion of individual efforts.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2 Top Secret Facility Clearance: The contractor shall possess and maintain a TOP SECRET facility clearance from the Defense Security Service. The Contractor’s employees, performing work in support of this contract shall have been granted a TOP SECRET security clearance from the former Defense Industrial Security Clearance Office or the current DoD CAF. The DD 254 is provided as Attachment [Insert the attachment number].

4.3. Materials. The Contractor shall furnish materials necessary to meet the requirements under this PWS that are not listed under Section 3 of this PWS.

4.4. Equipment. The Contractor shall furnish equipment to meet the requirements under this PWS that are not listed under Section 3 of this PWS.

PART 5

SPECIFIC TASKS

5. Specific Tasks:

5.1. Basic Services. The contractor shall provide services for a responsive Call-Center and provide administrative support to process Research, Recertify, and Upgrade (RRU) and Incident Reports (IR) in the Joint Personnel Adjudicative System (JPAS) and the Clearance Adjudication Tracking System (CATS).

The critical goal for the Call-Center operation is to provide services which ensure Security Manager callers receive the correct answer and are satisfied their queries are being properly actioned at DoD CAF. The key goal of processing RRU’s and IR’s is to process these requests/reports from the field in a timely manner and IAW DOD, DoD CAF policies and procedures. The contractor must provide 13 FTEs with not less than Top Secret Clearance eligibility, who possess the ability to perform the contract tasks in accordance with the PWS with minimal direction. It is preferred that the contractor support possess a working knowledge of personnel security applications/systems (e.g. JPAS, CATS, and eQIP). The contractor must also provide an on-site Lead (included in the 13 FTEs) to manage contract tasks and supervise contractor staff.

5.2. RRU and IR Support. The DOD CAF receives requests for Research, Recertify, and Upgrades (RRU’s) and is responsible for the closing and final adjudication of Incident Reports (IR’s) in JPAS.

Contractors are needed to conduct the necessary actions associated with RRU processing. RRU’s are checked in CATS, and JPAS to ensure the action has not already been completed. If required, investigative documents are requested from OPM or other government agencies, uploaded into CATS, and the case assigned to an adjudicator. If the investigation is already in CATS, but was closed without adjudication, the contractor will reopen in the case in CATS to be assigned to a government adjudicator.

Incident Reports are reported in JPAS by Security Managers. Contractors are needed to review the nature of the incident IAW SOP procedures, determine if the required supporting documentation is provided (and if not to obtain the back-up documentation), administrative close the action in JPAS IAW with the SOP when no further action is required. When final adjudicative action is necessary, the contractor will upload all the documents in CATS and create an open case to be assigned a government adjudicator. DoD CAF processes a large volume of incoming and outgoing documents and correspondence from the Office of Personnel Management (OPM) and DoD agencies worldwide. Statistical data will be updated on a daily basis and compiled for higher level review by close-of-business at the end of each workweek. Personnel must meet all additional suspense and performance guidelines instituted by assigned Site Lead, Task Manager, and/or COR.

Performs administrative and office support activities that require an ability to process multiple actions at once. Additional duties may include filing, faxing, reproduction, records management, including document digitization and mail preparation and processing, and updating organization specific document and case management systems.

5.2.1 Qualifications: Computer skills are required as the contractor employee will be required to perform word processing, spreadsheet management, data entry, and proficiency on both CATS and JPAS, and OPM SII. Although administrative in nature, the contractor must possess basic knowledge of Executive Orders and Intelligence Community Guidance pertaining to personnel security investigations and adjudications.

5.3. Call-Center Operations. The Contractor is expected to establish productive working relationships with customers and provide a consistently high degree of customer satisfaction and sound business relations. These relationships enable the Contractor to better assess the needs of members of the customer community and inspire confidence in customers that they are receiving the most thorough, most accurate information and guidance possible.

Contractors must also establish productive working relationships with adjudicators and personnel assigned to various elements of the DoD CAF that perform specialized functions in the adjudicative process. These relationships facilitate critical communications between all parties that can impact the adjudication process and mission readiness.

Contractors must have patience and exercise courtesy and professionalism at all times during their interactions with customers.

The contractors will respond to inquiries regarding the Personnel Security Investigative and Adjudicative Program from security managers, customers, subjects, attorneys and other representatives of the subject, Major Commands, Security Office Identifier (SOI), Submitting Office Number (SON world-wide) under the oversight of an experienced adjudicative task manager (DoD Civilian employee). Inquiries are received via multiple channels; however, they are primarily received via telephone and e-mail. They will serve as personnel security experts in order to respond to the wide variety of questions regarding submission of investigative packets to OPM, investigative requirements to eliminate unnecessary investigations, and adjudicative guidelines. For questions directly within the purview of OPM, they will refer those requests to the DoD Liaison Team at Boyers, PA for response.

The Contractor shall be able to support high-level and special interest cases by providing information to the appropriate DoD CAF government representatives and to the individuals requesting the information.

When responding to telephone inquiries, Contractors must be able to instantaneously analyze the entire adjudication case in question, extract all pertinent information and communicate a thorough, coherent, often detailed response related to cases that are often very complex. Complete and accurate responses are critical as the information is often communicated to command and forms the bases for command level decisions.

In addition, the contractor will be expected to instantly research, retrieve and relay information from both the CATS and JPAS systems and Scattered Castles. All information relayed will be based on sound the Adjudicative judgment and guidance provided by DoDCAF government adjudicators and in accordance with DOD regulations.

The contractor will take direction from the Call-Center manager and will be expected to answer often complex questions over the phone and through email.

5.3.1 Qualifications. The Contractor shall provide trained and knowledgeable contractors who are subject matter experts in the clearance adjudication field, experienced and knowledgeable in DoD CAF procedures, processes, and policies and the policies at the US Office of Personnel Management (OPM) Federal Investigation Services (FIS) requirements for submission of background investigations.

Contractor personnel must have excellent analytical and communication skills both verbal and written.

Responses to email inquiries require Contractors to employ the same skills and communicate responses in writing.

DoD CAF personnel will train the contractor employees on the use and operation of a Cisco call management system. It will be expected that the contractor will utilize this system to communicate with security managers.

5.4. General Functional Services. The Contractor shall serve as procedural and process points of contact on the requirements and procedures of the investigative and adjudicative requirements of the DoD Personnel Security Program, and associated manuals, regulations, and policies. Inquiries are primarily received from Security Managers. For example, routine inquiries request the status of investigations, reinstatement or conversions of clearances, how to complete forms, special program information, and explanation of policies and procedures applicable to DoD CAF.

5.4.1 Qualifications. Contractors must have a working knowledge of a wide variety of issues related to the adjudication process and federal background investigations. Contractors must also become experienced and familiar with internal policies and procedures governing adjudications conducted by

DoD CAF.

Contractor staff must apply skill in utilizing a variety of office automation equipment, personal computers and agency-unique information systems or software applications in order to complete the above listed functions. Contractor personnel must be able to query, extract, research, and compile, etc., the necessary data and information to respond appropriately to customer inquiries. The Contractor must be able to immediately query various sources and systems including CATS, JPAS, DCII, DEIDS, Scattered Castles, etc., to get an understanding of the current status of the case in question, the history of the case and any unique circumstances related to the adjudication. The Contractor must then analyze the information to formulate an accurate response to the customer inquiry that often includes a recommendation for the best course of action to be taken by the Security Manager.

The Contractor must be able to analyze customer needs and current security regulations and guidelines to determine appropriate response.

Contractor personnel must be able to operate a variety of software packages to include: various DoD CAF specific automated systems (e.g. CATS and JPAS) and commercially available software such as Microsoft Office. Skill in utilizing Internet search tools to research information is also required. Contractor personnel must be able to perform a variety of functions using these automated systems and software to include entry of case notes, formatting and manipulating files, email, updating status and transmission and uploading documents.

5.5. General Technical Services. To complete these functions, the Contractor shall apply skill in utilizing a variety of office automation equipment, to include personal computers, commercially available software and a variety of software packages, to include DoD specific automated systems such as the CATS, JPAS, Defense Central Index of Investigations (DCII), Electronic Questionnaire for Investigation Processing (e- QIP), Personnel Investigations Processing System (PIPS), and Defense Employee Interactive Data System (DEIDS).

5.6. Training and Qualifications. Contractors are expected to be trained and experienced adjudicators that are knowledgeable and proficient on the use of JPAS and CATS. Training provided by the government will include organization, required internal processes and procedures, and individual training on the DoDCAF -specific telephone/call routing system. This training will consist of classroom instruction, on-site at the government location. Any additional training requirements identified by the Training Officer or Security Officer will be accomplished at no additional cost to the government. Although the contractor will work under the oversight of a government adjudicator, they must be able to work independently in order to immediately retrieve and analyze the adjudicative dossier, apply ICD 704 guidance and instantly respond to the question/email/caller who is an authorized security manager. They must also have knowledge of the OPM Federal Investigation Services (FIS) requirements for requesting OPM Investigations to include eQIP completion in order to respond to specific questions from DoD personnel pertaining to the submission of investigative packets to the US OPM. Their responses must provide remedy to the problem or question at hand. The timeliness and accuracy of their responses directly impact the DOD CAF mission, military readiness, and IRTPA compliance.

5.7. Call Distribution System. The DoDCAF operates an Automated Call Distribution System (ACDS) to handle load-balancing and distribution of calls to appropriately skilled personnel. The Contractor shall provide personnel capable of managing basic system operations such as call queue staffing and call routing, holiday and operational message posting, monitoring compliance regarding telephone etiquette.

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS)

6.1. The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures. To include but not limited to the following:

Privacy Act, Title 5 of the U.S. Code, Section 552a Personnel Security Program DoD 5200.2-R dated January 1987 with updates dated

February 12, 1990 National Industrial Security Program DoD 5220.22-M Internal DoDCAF SOPs Agency “Consent to Monitoring Form” (pertains to proper use of govt. computers) Executive Orders 10450, 12968, and 10865 Intelligence Community Directives (ICD) 704, 704.1, and 704.2 Intelligence Reform and Terrorism Prevention Act (IRTPA) of 2004

The Contractor shall adhere to the latest version of the documentation referenced in the list above or cited elsewhere in this PWS.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. Attachment/Technical Exhibit List:

7.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

7.3. Attachment 3/Technical Exhibit 3 – Estimated Workload Data

TECHNICAL EXHIBIT 1

Performance Requirements Summary The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective (The Service required—usually a shall statement)

Standard Performance Threshold (This is the maximum error rate. It could possibly be “Zero deviation from standard”)

Method of Surveillance

PRS # 1

The contractor shall provide Basic Services Support, IAW PWS paragraph 5.1

The contractor provided accuracy, responsiveness, and professionalism of service.

Successful = 100% Compliance Direct government oversight and review of performance metrics by COR or Task Manager - Weekly

PRS # 2

The contractor shall provide RRU Support, IAW PWS paragraphs 5.2 & 5.2.1

The contractor processed 130 RRUs per day.

The contractor demonstrated appropriate knowledge and understanding.

Exceptional = >130RRUs/day Successful = 130RRUs/day Unacceptable = <130RRUs/day

Direct government review of performance metrics by COR or Task Manager - Weekly

PRS # 3

The contractor shall provide IR Support, IAW PWS paragraphs 5.2 & 5.2.1

The contractor processed 70 IRs per day.

The contractor demonstrated appropriate knowledge and understanding.

Exceptional = >70IRs/day Successful = 70IRs/day Unacceptable = <70IRs/day

Direct government review of performance metrics by COR or Task Manager - Weekly

PRS # 4

The contractor shall provide Call Center Operations Support, IAW PWS paragraphs 5.3 & 5.3.1

The contractor provided accuracy, responsiveness, and professionalism of service.

Percentage of Inquiries Resolved Upon First

Contact:

Exceptional = 91% - 100% Successful = 90% Unacceptable = 89% and below

Direct government oversight and review of reports, logs, or system data by COR or Task Manager - Weekly

PRS # 5

The contractor shall provide General Functional Services Support, IAW PWS paragraphs 5.4 & 5.4.1

The contractor demonstrated appropriate knowledge and understanding.

Percentage of Inquiries Resolved:

Successful = 100% Unacceptable = 99% and below

Direct government oversight and review of reports, logs, or system data by COR or Task Manager - Weekly

PRS # 6

The contractor shall provide General Technical Services Support, IAW PWS paragraph 5.5

The contractor demonstrated review of performance metrics by COR or Task Manager - Weekly

PRS # 7

The contractor shall provide Training and Qualifications Support, IAW PWS paragraph 5.6

The contractor demonstrated review of reports, logs, or system data by COR or Task Manager - Weekly

PRS # 8

The contractor shall provide Call Distribution System Support, IAW PWS paragraph 5.7

The contractor demonstrated review of reports, logs, or system data by COR or Task Manager

Client satisfaction as measured through random surveys as directed and approved by the government.

Validated Customer

Complaints received by COR or Task Manager

PRS # 9

The contractor shall provide Customer Satisfaction, IAW PWS Part 5 (all inclusive)

The contractor provided accuracy, responsiveness, and professionalism of service.

Successful = 100% Compliance Client satisfaction as measured through random surveys as directed and approved by the government.

Validated Customer

Complaints received by COR or Task Manager

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Deliverable Frequency # of Copies Medium/Format Submit To

Quality Control Program

QCP to be provided with contractor’s proposal and within 5 working days when changes are made thereafter.

1 original QCP to be provided with contractor’s proposal.

1 original and 2 copies of QCP to be provided within 5 working days when changes are made.

Electronic format, must be compatible with Microsoft Windows 2010 and Microsoft Office

DoD Consolidated Adjudications Facility, ATTN:

POC TBD, 600 10th Street, Fort George G. Meade, MD 20755-5615 and/or as electronic mail attachment to COR.

Quality Control Status Report

Beginning 30 days after contract award and every month thereafter

1 copy beginning 30 days after contract award and 1 copy every month thereafter

Electronic format, must be compatible with Microsoft Windows 2010 and

Facility, ATTN:

POC TBD, 600 10th Street, Fort George G. Meade, MD 20755-5615 and/or as electronic mail attachment to COR.

RRU & IR Status Report

Beginning 15 days after contract award and every week thereafter.

1 copy beginning 15 days after contract award and 1 copy every week thereafter with Microsoft Windows 2010 and

Facility, ATTN:

POC TBD, 600 10th Street, Fort George G. Meade, MD 20755-5615 and/or as electronic mail attachment to COR.

Call Center Status Report

Beginning 15 days after contract award and every week thereafter.

1 copy beginning 15 days after contract award and 1 copy every week thereafter with Microsoft Windows 2010 and

Facility, ATTN:

POC TBD, 600 10th Street, Fort George G. Meade, MD 20755-5615 and/or as electronic mail attachment to COR.

Nondisclosure Agreement (SF312)

Within 5 days of contract award

1/Contractor FTE and Contract Manager

Electronic format, must be compatible with Microsoft Windows 2010 and

Facility, ATTN:

POC TBD, 600 10th Street, Fort George G. Meade, MD 20755-5615 and/or as electronic mail attachment to COR.

Deliverable Frequency # of Copies Medium/Format Submit To

Post Award Conference/Periodic Progress Meetings

As appropriate and needed

N/A In person, telephonically, or VTC, as agreed

DoD Consolidated Adjudications Facility, ATTN:

POC TBD, 600 10th Street, Fort George G. Meade, MD 20755-5615

The Quality Control Program shall contain at a minimum the following information:

§ Information relevant to the periodic monitoring of contractor staff with feedback to the government regarding quality, consistency, and timeliness of service delivery

§ Information relevant to identifying training needs and conducting initial and periodic refresher training of contractor staff to ensure consistent delivery of services

§ Information relevant to identifying mechanisms for initiating requests or responding to government requests for suggestions about potential service enhancement and/or improvement opportunities

The Quality Control Status Report shall contain at a minimum the following information:

§ Accurate and complete statistical data concerning the quality of service for the previous month, as referenced in the above QCP minimum requirements

§Information relevant to the progress of efforts to hire staff to fulfill the contract requirements § Current full-time employees § Current part-time employees § Hours worked by each category (full/part-time) by week § Total hours worked for the period § Cumulative hours worked from start of contract through current report and identify workload status

The RRU & IR Status Report shall contain at a minimum the following information:

§ Accurate and complete statistical data concerning RRU and IR activities and performance for the previous week

§Information relevant to the progress of efforts to hire staff to fulfill the contract requirements § Current full-time employees § Current part-time employees § Hours worked by each category (full/part-time) by week § Total hours worked for the period

The Call Center Status Report shall contain at a minimum the following information:

§ Accurate and complete statistical data concerning Call Center activities and performance for the previous week

§ Information relevant to the progress of efforts to hire staff to fulfill the contract requirements § Current full-time employees § Current part-time employees § Hours worked by each category (full/part-time) by week § Total hours worked for the period

TECHNICAL EXHIBIT 3

ESTIMATED WORKLOAD DATA

The following is an historical illustration of the level of effort performed only and not a required level of effort for future support.

ITEM

NAME

ESTIMATED QUANTITY

1 Site Lead 1 FTE 2080 hrs/yr

2 Support 12 FTE 2080 hrs/FTE/yr

3 Projected number of RRUs to be processed per year 170,000 Each/Year

4 Projected number of IRs to be processed per year 70,000 Each/Year

5 Projected call volume per year 70,000 Each/Year

6 Projected email volume per year 25,000 Each/Year