SOW_17_Feb_2017.docx

OFO Bi-Lingual Administrative Support Services

U.S. DEPARTMENT OF HOMELAND SECURITY

U.S. CUSTOMS and BORDER PROTECTION

STATEMENT OF WORK

FOR

Office of Field Operations Language and Administrative Services Trusted Traveler Program

Table of Contents

BACKGROUND:

As a component of the United States (U.S.) Department of Homeland Security (DHS), Customs and Border Protection (CBP) is responsible for protecting our Nation’s borders in order to prevent terrorists and terrorist weapons from entering the U.S.; while facilitating the flow of legitimate trade and travel. CBP is also responsible for apprehending individuals attempting to enter the U.S. illegally; stemming the flow of drugs and other contraband; protecting our agricultural and economic interests from harmful pests and diseases; protecting American business from theft of their intellectual property; and regulating and facilitating international trade, collecting import duties, and enforcing U.S. trade laws. This Statement of Work outlines required administrative support services at multiple U.S. locations for various CBP offices.

CBP Trusted Traveler Programs (TTP) Enrollment Centers (EC), located throughout the United States, are responsible for processing and interviewing interested applicants from the general public who apply to and participate in the NEXUS, FAST, SENTRI, and Global Entry Trusted Traveler Programs.

The Government initiates and completes TTP enrollment processes at several locations based on the various stages of the enrollment process. The membership initiates at the Vetting Center (VC) where the applicant is vetted, and a background check is completed. Once the applicant is conditionally approved at the VC, he/she will then be scheduled for an interview at an EC selected by the applicant. At the EC, applicant interviews are completed; questions and membership concerns are explained, assistance is provided with card activation, Global Online Enrollment System (GOES) accounts, updating member’s information in Global Enrollment System (GES), and responding to public inquiries. A Trusted Traveler Identification Card is issued at the Government Printing Office upon membership approval.

The Electronic System for Travel Authorization (ESTA) is a result of the recommendations made by the 9/11 Commission. The Department of Homeland Security (DHS) developed the ESTA, a web-based application and screening system used to determine whether certain aliens are eligible to travel to the United States under the Visa Waiver Program (VWP) in the air and sea environment.

The Admissibility Review Office (ARO) is an adjudication component established in July 2006, to provide an HQ centralized office to assure timely and consistent decisions of all nonimmigrant applications for temporary and permanent waivers of ineligibility within the jurisdiction of U. S. Customs and Border Protection (CBP). The authority, standards and practices of the ARO are vested in statute, regulation, case law and official policy.

On the average daily basis, 3,500 applications for NEXUS, SENTRI, FAST and Global Entry are processed at the ECs; at least 4,100 applications are processed at the VC.

In Fiscal Year 2016 (FY2016), Trusted Traveler Programs (TTP) membership totaled 5,450,696. By the end of FY17, TTP plans to increase enrollments by 6.5 million trusted travelers in all programs and 6.7 million clearances at Global Entry kiosks, enabling greater speed and efficiency for processing at the ports of entry (POE). With the increased volume of applicants, CBP looks to transform and streamline the trusted traveler process to effectively complete membership applications with minimal delays.

SCOPE:

This Statement of Work (SOW) defines the need for bi-lingual administrative/clerical support services to enhance day-to-day operations at Trusted Traveler Programs Enrollment Centers (EC) and Vetting Center (VC) throughout the United States and ESTA and ARO offices in the Washington, DC area. The Contractor’s administrative staff will be involved in most phases of the TTP applicant process, including performing verification of applicant information on potential TTP participants, scheduling appointments, scanning documents, and other administrative responsibilities listed in Section 4 below.

Contractor Administrative support activities will entail the personnel requirements at locations as outlined in Attachment A. FY2017 Clerical Support Locations.

APPLICABLE DOCUMENTS:

· Consolidated Trusted Traveler Handbook HB 3300-14 (Revised January 2015)

· Global Entry SOP (June 2014)

· DHS MD Number 140-01, Information Technology (IT) Systems Security, the DHS Sensitive Systems Policy Directive 4300A, and the accompanying handbook, DHS 4300A Sensitive Systems Handbook

· DHS MD Number 11042.1, Safeguarding Sensitive But Unclassified (For Official Use Only) Information

· DHS MD Number 11056.1, Sensitive Security Information (SSI)

· DHS Directive Number 121-01, Office of the Chief Security Officer, Instruction Handbook Number 121-01-007, the Department of Homeland Security Personnel Suitability and Security Program, Instruction Handbook Number 121-01-011, DHS Administrative Security Program

· DHS Privacy Incident Handling Guidance

· DHS Handbook for Safeguarding Sensitive Personally Identifiable Information

DESCRIPTION OF TASKS:

The administrative support positions are located in an office setting and are primarily sedentary in nature. The following are descriptions of tasks covered under this scope of work. The items listed below are typical; however, are not intended to be all-inclusive.

The Contractors at Trusted Traveler Programs ECs Personnel assigned to the Enrollment Centers are scheduling, rescheduling and conducting interviews, collecting and verifying biographic and biometric information, resolving risk assessment worksheets, and adjudicating history data, briefing the members, collecting fees, answering questions and inquiries from the public, assisting with GOES account creation, and card activation. The following support assignments are specific to activities at the Blaine, El Paso, San Luis, and Nogales Enrollment Centers, the Contractor staff shall:

Greet and check-in applicants.

Verify identity of applicant, and confirm that applicant has required documents to complete transactions. Contract staff will determine customer needs, answer general inquiries and concerns, and ensure that the check-in process is performed in a timely manner to prevent a back-up of customers awaiting assistance.

Answer general inquiries regarding Trusted Traveler Programs.

Maintain accessible up to date written information on program requirements, enrollment process, and other relevant material to expeditiously assist the general public and program members via phone or in person.

Processing applicants.

Notify the Government inspection staff of any information which could adversely affect a person’s application for acceptance into the program as the Contractor staff does not have the authority to make eligibility decisions for an applicant.

Check applicant-supplied information by accessing Government databases.

Be granted access and trained to properly use the required databases.

Provide performance reports.

Compile data to provide daily performance reports reflecting all activities performed by Officers and Contractor staff.

Collect fees from the public (SENTRI Only).

Fees will be accounted for and collected from the contractor by CBP on a daily basis. These fees will also be verified against customer receipts received and daily vouchers jointly prepared by the Government and contractor.

Schedule interview appointments in the Global Online Enrollment System (GOES). Be familiar with GOES scheduling system and trained to operate and maintain adequate schedules and accommodate walk-ins.

Answer EC phone (to include phone banks at some locations).

Scan documents into the Global Enrollment System (GES).

Be familiar with required documents, and procedures of scanning and uploading into GES, and adding appropriate comments.

Verify applicants are conditionally approved in GES.

Assist the public with creating GOES accounts and submitting online application for initial enrollment, renewal, card replacement, vehicle enrollment and termination (where applicable), updating mailing address and license plate information.

Assist the public with card activation.

Perform routing replacement of supplies, such as changing toner cartridges, and other operational tasks on office automation equipment which is incidental to the clerical work involved. Contract staff will notify on-site Government representative if additional assistance is required.

Other TTP related clerical and administrative duties as assigned.

Trusted Traveler Program at Vetting Center The Vetting Center (VC) performs vetting and risk assessment of all applicants for the Trusted Traveler Programs. Employees at the VC are conducting risk assessment, verifying nationality and admissibility, creating risk assessment worksheets (RAW), providing statistics, coordinating with ECs and Headquarters (HQ) demotion requests, updating card holder information based on Canada Border Services Agency (CBSA) requests, responding to questions and calls from ECs, CBSA, Ports of Entry (POE) and other agencies. In support of these activities at the Williston, Vermont Vetting Center, the Contractor staff shall:

Prepare reports for daily/weekly/monthly statistical analysis for use by local management, Area Port management, Field Office and Headquarters (HQ) review.

Conduct additional statistical analysis upon request of local management.

Perform manual application linking in the Global Enrollment System (GES) and reconciling application errors with GES Support team.

Consolidate demotion requests from various Enrollment Centers, research event numbers in GES, and update spreadsheets to be forwarded to HQ for review/action.

Research Trusted Traveler Program (TTP) denials for all programs to determine status of active members and notify Vetting Center (VC) management staff when it appears a revocation in one or more programs may have been warranted, but was not completed.

Perform updates of cardholder information based upon requests from the Canadian Border Service Agency (CBSA).

Research pending applications with older request dates and reconciling/troubleshooting system issues, when needed, by bringing to the attention of VC management.

Address calls from Enrollment Centers, CBSA, Ports of Entry (POE), other law enforcement personnel, or others, and distributing messages as needed.

Retrieve e-mail correspondence sent to the fast processing center mailbox, reply with answers, and forward to VC management for follow up.

Retrieve physical mail daily and distributing as needed.

Return undeliverable TTP cards to HQ.

Serve as a VC point of contact for CBSA and assisting in troubleshooting issues with NEXUS/FAST North cardholders.

Monitor general office supplies and ordering as needed.

Scan documents as needed.

Perform other clerical and administrative duties assigned.

Reporting, Training and Customer Service The Contractor shall:

Schedule, prepare, post & update as needed daily schedule for contract staff. Provide contract staff monthly schedule to DHS management staff.

Compile and verify weekly stats and reports to DHS management staff regarding number of GOES appointments, Supervisor appointments, number of conditional approvals, number of pending approvals, and next available Trusted Traveler Programs appointments.

Provide DHS management staff with input on procedures and make aware any problem areas.

Handle customer complaints as necessary.

Document work processes and communications regarding procedural changes to keep contract staff up-to date and in preparation of ISO certification.

Oversee contract employees and ensure adequate coverage in all areas of office.

Oversee and ensure monitoring of contract staff (Conduct weekly meetings to review procedural changes as well as employee issues).

Provide one on one training in the following areas: Scheduling, Counters, Cashiering (SENTRI only), Triage, Filing, and Scanning.

Obtain LAN, hash ID, and TECS password for new employees through CBP management.

Handle computer access issues as they arise for contract staff.

Provide one on one new employee orientation to ensure adherence to office and company policies and procedures.

Electronic System for Travel Authorization (ESTA)

The Electronic Visa Update System (EVUS) was created to implement a mechanism for visa holders to update biographic information throughout the 10 year life cycle of their non-immigrant visas. In November 2014, the Governments of the United States and the People’s Republic of China (PRC) entered into an agreement on a reciprocal basis, to issue visitor and business travel visas (B1/B2, B1 and B2) with 10-year validity. That same agreement recognized that travelers would be required to periodically complete an online form updating their biographical information. U.S. Customs and Border Protection (CBP) developed the Electronic Visa Update System (EVUS) to meet this requirement.

The ESTA office reviews and adjudicates ESTA applications, and manages ESTA and EVUS program. In addition, they answer emails, phone calls, and DHS TRIP (Department of Homeland Security –Traveler Redress Inquiry Program) letters about ESTA, EVUS and I94 issues.

DHS TRIP is a single point of contact for individuals who have inquiries or seek resolution regarding difficulties they experienced during their travel screening at transportation hubs—like airports and train stations—or crossing U.S. borders. This includes:

· screening problems at ports of entry

· situations where travelers believe they have been unfairly or incorrectly delayed, denied boarding or identified for additional screening at our nation’s transportation hubs

Specific activities planned for the clerical staff:

· Assist with the TRIP letters and other correspondence that ESTA Division receives. ESTA has responded to 1,100 TRIP letters in one year, with an average of 100 per month.

Admissibility Review Office (ARO)

ARO Responsibilities, Process and Caseload

Responsibilities of the ARO include:

0. Review and adjudicate nonimmigrant temporary waiver recommendations by the U.S. Department of State (DOS) for aliens identified as ineligible for a visa and admission to the United States but eligible for relief under §212(d)(3)(A)(i) of the Immigration and Nationality Act (INA) and;

0. Review and adjudicate temporary waiver applications submitted directly to CBP by aliens under §212(d)(3)(A)(ii) of the INA.

0. Review and adjudicate permanent waivers for the previously removed alien that is inadmissible under INA § 212(a)(9) in the manner stipulated in 8 C.F.R. § 212.2. This action, consent to reapply, is adjudicated separately from any decision on temporary relief under INA §212(d)(3)(A).

Form I-192 Group, Process/Caseload:

· The form is submitted to CBP at a United States Port of Entry or Preclearance Operations (PCO) prior to application for admission by the alien who does not require a nonimmigrant visa.

· It is fee based and paper driven.

· The overwhelming majority of Form I-192 Application for Advance Permission to Enter as Nonimmigrant applicants are citizens of Canada.

· The ARO is currently maintaining a case completion rate of 107-110 days from Port of Entry receipt of a Form I-192 application. Some applications may take longer.

· Over 10,600 Form I-192, Form I-212 “Application for Permission to Reapply for Admission into the United States After Deportation or Removal” and related applications were completed by the ARO in FY 2015.

· The ARO receives an average 30-40 e-mail inquiries per day, seven days a week. The e-mail system was established for cases in the ARO Form I-192 Group only.

Specific activities planned for ADMIN services related to the I-192 group:

· Mail processing, incoming and outgoing

· Collating packets and placing into work folders

· Assistance with managing filing systems

· Additional clerical work as assigned

Transition-In Plan The Contractor shall provide a Transition-In Plan spanning a period not to exceed 30 calendar days from award during which time period the incumbent Contractor may be retained. The Contractor shall assume support responsibilities in accordance with its Transition-In Plan, processes, procedures, and schedule. The Plan shall include, at a minimum:

· Coordination with Government representatives

· Risks associated with the transition and the Contractor’s plan to mitigate such risks

· Review, evaluation and transition of current support services

· Review Contractor training and certification process

· Orientation phase and program to introduce Contractor staff to the Government personnel, tools, methodologies, and business processes, equipment, furniture, phone lines, computer equipment, etc.

· Location or assignment of Contractor purchased, Government owned assets, including facilities, equipment, furniture, phone lines, computer equipment, etc.

· Receipt of Government Furnished Equipment (GFE) and Government Furnished Information (GFI)

· GFE inventory management assistance

· Background investigation activity for all staff to be assigned

Final Revised Transition-In Plan is due five (5) business days after the task order kick-off meeting. The Plan will be executed without disruption to current Program operations or cause interruptions/delays. The Contractor is fully responsible for all aspects of their work throughout the transition period. The Contractor shall make all necessary preparations to begin Task Order performance in accordance with its Transition-In Plan in order to ensure no impact to daily operations or scheduled critical activities.

Transition-Out Plan The Contractor shall provide a Transition-Out Plan for transitioning work from any active Task Orders. In accordance with the Government-approved Plan, the Contractor assists the Government in planning and implementing a complete transition to Government staff and/or a successful follow-on Contractor. The transition includes formal coordination with Government staff and successor staff and management in addition to delivery of copies of existing policies and procedures. This Transition-Out Plan includes, at a minimum:

· Coordination with Government representatives

· Review, evaluation and transition of current support services

· Transfer of all necessary business and/or technical documentation

· Return of Government Furnished Equipment (GFE) and Government Furnished Information (GFI), and perform GFE inventory management assistance

· Applicable debriefing and personnel out-processing procedures

· Turn-in of all Government keys, ID/access cards, and security codes

DELIVERABLES AND DELIVERY SCHEDULE:

GOVERNMENT-FURNISHED EQUIPMENT AND INFORMATION:

Government Furnished Information (GFI)

· Access to law enforcement databases required to perform contract activities.

· Training on standard operating procedures, databases, procedures implemented to ensure compliance with applicable rules and regulations, and other training as deemed necessary to ensure smooth operations. (Training will be conducted upon contract award and whenever a new Contractor staff person reports. There may also be additional on-going training through the period of performance.)

Government Furnished Equipment (GFE).

· Office and/or desk space at the Trusted Traveler Programs ECs and VC.

· Office automation resources, office materials, and supplies needed to perform the contract requirements.

PLACE OF PERFORMANCE:

The place of performance shall be at the contractor’s facility, Trusted Traveler Programs ECs throughout the United States, and the VC listed below.

There is no travel associated with this task order. Reimbursement of local travel and commuting expenses are not an allowable cost under this task order.

Full list of new performance locations is provided as Attachment C.

OTHER CONSIDERATIONS:

Normal Operations Normal Operations: The Contractor shall provide sufficient personnel to cover each location and normal operations each month. The Contractor will staff the Trusted Traveler Programs ECs from approximately 7:00AM—10:00PM (hours to be determined by the individual EC or Williston Vetting Center supervisor based on need), Monday through Friday. The ESTA office schedule will be 8:00 – 4:00 with a half hour lunch break, or 8:00 – 4:30 with an hour lunch break. The ARO office will require 20 hours per week, to be scheduled after award. Weekend and holiday work may be required, as deemed necessary by the Government.

Holidays and Administrative Leave U.S. Customs and Border Protection (CBP) personnel observe the following days as holidays:

New Year's Day Labor Day Martin Luther King's Birthday Columbus Day Presidents' Day Veterans Day Memorial Day Thanksgiving Day Independence Day Christmas Day Any other day designated by Federal statute, by Executive Order or by the President's proclamation.

When any such day falls on a Saturday, the preceding Friday is observed. When any such day falls on a Sunday, the following Monday is observed. Observance of such days by Government personnel shall not be cause for an extension to the delivery schedule or period of performance or adjustment to the price, except as set forth in the contract.

Except for designated around-the-clock or emergency operations, contractor personnel will not be able to perform on site under this contract with CBP on holidays set forth above. The contractor will not charge any holiday as a direct charge to the contract. In the event Contractor personnel work during a holiday other than those above, no form of holiday or other premium compensation will be reimbursed as either a direct or indirect cost. However, this does not preclude reimbursement for authorized overtime work.

In the event CBP grants administrative leave to its Government employees, at the site, on-site contractor personnel shall also be dismissed if the site is being closed. However, the Contractor shall continue to provide sufficient personnel to perform around-the-clock requirements of critical efforts already in progress or scheduled and shall be guided by the instructions issued by the Contracting Officer or her/his duly appointed representative. In each instance when the site is closed to Contractor personnel as a result of inclement weather, potentially hazardous conditions, explosions, or other special circumstances; the Contractor will direct its staff as necessary to take actions such as reporting to its own site(s) or taking appropriate leave consistent with its policies.

Overtime Hours The Government anticipates the need for overtime may arise during certain peak periods, and increases in applicant processing, in order to meet CBP mission requirements. During these periods, normal Monday through Friday work hours may be extended to satisfy workload deadlines. Overtime hours may include holidays and weekends. Overtime must be approved in advance by the CO and certified by the field CBP officer.

Additional Contractor Personnel Requirements General. Personnel should have a working knowledge of office automation software and be familiar with the use of online databases. Some staff must be bi-lingual (English/French or English/Spanish) as shown on Attachment A. Staff must have strong communication skills to interact with the public and answer inquiries and meet minimal education/experience requirements as outlined below.

Minimum education – high school graduate.

General experience – 2 years of experience in an office setting with substantial customer interface. Relative experience will be acquired within the last 5 years.

Job related undergraduate study at an accredited technical, business or trade school or college may substitute for on the job experience using the formula of one academic year of study for 12 months of on the job experience. Related undergraduate studies include information systems, office automation software, word processing, database training, and similar course work.

Standards of Conduct and Performance The Contractor shall maintain written standards of employee conduct and performance that require the highest degree of personal and professional integrity, responsibility, and competency. The Contractor shall take such disciplinary action against his/her employees as may be necessary to ensure compliance with said standards. Each employee is expected to adhere to the standards of conduct and performance in a manner that reflects credit upon themselves, the contractor, the CBP, and the Federal Government.

The Contracting Officer, in coordination with the COR, reserves the right to request the Contractor to immediately remove an employee from the worksite for failure to comply with the standards. The Contractor shall immediately replace employees who are terminated or resign to maintain continuity of services at no additional cost to the Government. The replacement employees shall have at least a limited background investigation prior to reporting for duty.

The Contractor shall conform to standards of conduct as follows:

7.1.1.1 No contractor employees shall solicit new business while performing work under this contract.

7.1.1.2 The contractor and its employees shall refrain from discussing with unauthorized persons any information obtained in the performance of work under this contract.

7.1.1.3 The contractor and its employees shall conduct only such business as covered by this contract during periods paid by the Government. Business not directly related to this contract shall not be conducted on Government premises.

· Use of computer systems and other Government facilities or property for company or personal use is strictly prohibited.

· The Contractor shall coordinate the need for and obtain input from the CO/COR prior to the replacement of all personnel.

All matters pertaining to the employment, compensation, promotion, and discharge of such employees are the responsibility of the Contractor, which is in all respects the employer of such employees.

The Government requires contractor employees to present a favorable public image and considers this image to be a critical component of a successful work force. The employees’ attitude, courtesy, and job knowledge are influential in creating a favorable public image. All contractor personnel are expected to behave courteously and professionally toward all persons encountered in the performance of contract related duties. Contract staff shall present a neat and well-groomed appearance and conduct themselves in a manner appropriate for a professional business environment. The approved attire of all personnel is considered to be ‘business casual’ office attire. The HC management will provide information on what type of clothing is/is not considered ‘business casual’.

The contractor shall adhere to the same policy related to breaks and lunch as CBP employees.

The Contractor shall not allow any employee who is under the influence of alcohol, drugs or any other incapacitating agents to perform work under this contract.

The CO/COR may request the Contractor to immediately remove any employee from the worksite who is identified as a potential threat to the health, safety, security, general well-being or operational mission of the facility and its population.

The Contractor shall use designated entrances, exits, and parking as established by the COR.

The Contractor shall restrict its employees to only the assigned work areas and to scheduled working hours.

The Contractor shall provide temporary employee support on the THIRD day of the contractor employee’s absence regardless if the absence is anticipated or unanticipated. The temporary employee will continue to provide support up until the return of the contractor employee.

Training The contract staff shall maintain all training requirements for CBP Information Technology (IT) systems access. The current requirement is to successfully complete an annual one-hour computer-based training course and an annual self-certification of systems access. The contractor shall complete all additional training requirements that are implemented after the award.

Contract personnel shall comply with all CBP-mandated employee recurring and annual training requirements that is relatable to the services provided; some of which are required within 90 days of beginning work. Training is accomplished via the DHS PALMS system.

The contractor shall ensure that each candidate is familiar with current Equal Employment Opportunity (EEO) laws as they relate to the conduct of employees in the workplace.

Inspection and Acceptance Inspection and acceptance for the services will be at destination by the COR. Before presenting the services to the Government, each background database check will be legible, complete, and contain all information referenced by the Government. Correspondence with applicants will be clear, concise, and prompt. Reports will be submitted in accordance with the SOW.

Staffing Plan The Contractor shall deliver a Staffing Plan that clearly shows how the Contractor will obtain the required staff to meet the Government’s requirements. It shall also include the names and resumes of personnel and a summary of the resources, tools and methods that the Contractor shall utilize to ensure that there is adequate coverage to provide the necessary services as specified within this SOW.

The plan shall also include a detailed staffing matrix showing the following:

· Name of each Contractor personnel proposed by labor category and his/her skills

· Objective/Task Area/Number

· Company of the proposed Contractor Personnel (e.g., prime or Sub-contractor Company)

· Estimated start date and end date for each proposed Contractor Personnel

· Current Contractor Personnel CBP clearance status (e.g., already has CBP clearance or estimated date that the CBP BI package will be submitted to the COR)

· Current hiring status of the proposed Contractor personnel (e.g., current employee of the Contractor, not a current employee of the Contractor but has signed an employment letter of intent, not a current employee of the Contractor and has not signed an employment letter of intent)

· An organizational chart containing names and functional titles

The Final Revised Staffing Plan is due ten (10) business days after the award.

Monthly Activity Log.

Registering significant activities, including:

· Number of inquiries about NEXUS, FAST,SENTRI and Global Entry

· Number of manual applications received (SENTRI)

· Number of interviews daily/monthly.

Monthly Status Report Submitted concurrently with each invoice presented for payment (both the COR and the CO copy). The report will cover the term for which the invoice is submitted and will list by site:

· Any significant events that occurred during the reporting period with respect to the accomplishments of tasks

· A summary of what work was accomplished, problems and resolutions (Address problem areas, results obtained relating to previously identified problem areas, and recommendations involving impact on technical, price and scheduling.)

Contractor Quality Control The Contractor will develop a Quality Control (QC) Plan which will be subject to review and acceptance by the Government prior to implementation. The Contractor has 15 days from contract start to finalize the QC Plan and submit it to the COR. The QC Plan will include:

· An internal quality control feedback system for all services;

· Identification of contractor employees performing quality control;

· Procedures to correct deficiencies and prevent recurrence;

· A record keeping system to record all inspections, results, and corrective actions taken; and

· A system to analyze data and capture positive or negative report trends.

The Contractor’s QC records will be available to the Government for review.

Government Quality Assurance The Government will perform those quality assurance procedures that are necessary to verify that services have been performed in accordance with the SOW. Quality assurance will be performed routinely by the COR on either a scheduled or unscheduled basis. Other activities or agencies within the Government may be called upon to support Quality Assurance.

image1.png