HSSCCG14R00027_Draft_Solicitation_-_SCOSS_(3.7.14).pdf

U. S. Citizenship and Service Center Operations Support Services Immigration Services Draft Solicitation HSSCCG-14-R-00027

SECTION I - SF 1449, SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL

ITEMS

A. CONTINUATION BLOCK 20 - SCHEDULE OF SUPPLIES/SERVICES

Period of Performance:

The period of performance consists of four (4) years as shown below:

Year 1 - December 1, 2014 through November 30, 2015 Year 2 - December 1, 2015 through November 30, 2016 Year 3 - December 1, 2016 through November 30, 2017 Year 4 - December 1, 2017 through November 30, 2018

Total 48 months (4 years)

Pricing:

The contractor shall complete all pricing spreadsheets, located in Section III - LIST

OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS, ATTACHMENT C.

Further instructions are found at Section IV, Instructions to Offerors. Pricing is on a Firm-Fixed-Price, Fixed-Unit-Price and Labor Hour (LH) basis as indicated for each Contract Line Item Number (CLIN). The ceiling price for the LH CLINs will be the awarded amount for the LH CLINs. The contractor exceeds the ceiling price at their own risk. The Fixed-Unit-Price CLINS will contain estimates in volume.

For LH CLINs, the total price of the proposed labor categories is considered the CLIN price. The total hours for each labor category within a CLIN may deviate up to 15% over the negotiated amount of hours for that labor category so long as the price for the CLIN will not be exceeded. The intent is that hours for each labor category within a CLIN can be exceeded but adjustments to labor hours can be made to other labor categories within the CLIN as long as the total CLIN ceiling price is not exceeded. Pre-approval by the Contracting Officer will be required if total hours for any labor category will deviate by more than 15%.

Notice to Proceed (NTP) :

Full contract performance will not begin until a NTP directive is issued by the Contracting Officer. A NTP will not be issued until such time as satisfactory suitability determinations have been received and successfully processed by the USCIS Office of Security & Integrity for those employees the contractor considers essential for the performance of the contract. See PWS attachment 10, Security Requirements.

Until a NTP is issued by the Contracting Officer (CO), the contractor shall not have access to Government facilities (unescorted), computer systems, Sensitive but

U. S. Citizenship and Service Center Operations Support Services Immigration Services Draft Solicitation HSSCCG-14-R-00027

Unclassified (SBU) or Personally Identifiable Information (PII), See PWS attachment 11, PII Requirements. Any costs associated with transition efforts shall be incorporated into the Transition CLIN.

B. PERFORMANCE WORK STATEMENT (PWS)

TABLE OF CONTENTS

1.0 INTRODUCTION

2.0 BACKGROUND

3.0 GENERAL SCOPE OF WORK

3.1 Office of Intake and Document Production (OIDP) Overview

3.2 USCIS ELIS Overview

3.3 Forms and Fees Available in USCIS ELIS

4.0 CONTRACTOR TASKS/REQUIREMENTS

4.1 General Requirements

4.2 Correspondence Management Support

4.3 Data Collection Support

4.4 Fee Collection

4.5 File Operations Support

4.6 Fraud Detection and National Security

4.7 Contract Transition

4.8 Program Management

5.0 DELIVERABLES

5.1 Headquarters Deliverables

5.2 Service Center Deliverables

6.0 PERFORMANCE STANDARDS

6.1 Overview

6.2 Quality Assurance Surveillance Plan (QASP)

6.3 Performance Requirements Summary

7.0 SCHEDULE OF MONETARY DISINCENTIVES

8.0 ATTACHMENTS

1.0 INTRODUCTION

The mission of United States Citizenship and Immigration Services (USCIS) is to secure America's promise as a nation of immigrants by providing accurate and useful information to our customers, granting immigration and citizenship benefits, promoting an awareness and understanding of citizenship, and ensuring the integrity of our immigration system.

USCIS needs to acquire records management and support services for its Service Centers. The objective of this acquisition is to provide comprehensive records management services at the four Service Centers in a manner that ensures efficient and effective adjudication, financial responsibility, and excellent customer service. USCIS is the customer of services under this acquisition.

This Performance Work Statement (PWS) provides the requirements for records management and Service Center Operations Support Services (SCOSS) that include, but are not limited to, correspondence management, data collection, fee collection, and file operations. These services support the four Service Centers, Refugee Asylum and International Operations (RAIO), Field Operations Directorate - Immigrant Investor Program Office (IPO), Western Regional Headquarters, and ESD’s E-Verification Office at the NSC. Most of the workload formerly performed in data collection and fee collection has been transitioned to USCIS lockbox facilities. Additionally, USCIS is transitioning the processing of applications and petitions for immigrant and non-immigrant benefits from a paper-based model to a secure, online environment using the USCIS Electronic Immigration System (USCIS ELIS).

USCIS is looking for processes that result in improved efficient, accurate, and timely performance of these records management and support services.

2.0 BACKGROUND

USCIS administers the Immigration and Nationality laws of the United States. USCIS operates District Offices throughout the United States and in various foreign countries. In the past, aliens eligible to apply for benefits under the immigration and nationality laws would submit their applications and/or petitions to one of the Districts. In 1986, to introduce greater efficiencies and improved productivity, a Direct Mail Program was initiated and four Service Centers were established in:

California Service Center (CSC), Laguna Niguel, California;

Nebraska Service Center (NSC), Lincoln, Nebraska;

Texas Service Center (TSC), Dallas, Texas; and Vermont Service Center (VSC), St. Albans, Vermont.

USCIS Service Centers were established to process correspondence, perform data entry, fee collection, file operation support services; as well as adjudication operations of most applications and/or petitions for immigration services and benefits. For the most part, forms associated with the applications/petitions are mailed to USCIS lockbox facilities and the processed applications are forwarded to the Service Centers for adjudicating. Service Centers are not staffed to handle walk-in applications or answer questions. While some Centers have sole jurisdiction of specific application types, currently many applications are mailed based on geographical boundaries.

The forms adjudicated by each Service Center are listed on the USCIS.GOV home page and are subject to change.

Currently, USCIS adjudicates approximately 4 million applications and petitions at the four Service Centers each year. Based on experience over the past few years, USCIS estimates that application/petition receipt levels could increase or decrease from 0.2 million to 2 million forms per year over the next five years. It is possible the volume of receipt levels could change significantly as a result of future legislation and the USCIS Electronic Immigration System (ELIS). Workload in the Service Centers may increase or decrease during these contracts based on a number of factors, including changes brought about by technological advances (ELIS), USCIS reorganizations, implementation of new laws and policies, changes in United States Government administration, and/or changing global events.

Contractor duties are broad and multi-faceted. Support is rendered to a number of different directorates, offices, and projects. While the bulk of the duties are similar in nature, each Service Center has inherent operational variances in how work is processed. For example, each directorate or office may have a number of unique tasks that are performed only in the directorate or office. Most of the work is performed during the normal hours of operation of 6:00 a.m. to 11:30 p.m., Monday through Friday, except Federal holidays. However, due to the nature of USCIS mission, some work is performed and must be supported outside of normal hours of operation and/or on weekends. Should the volume of receipts increase significantly, it may be necessary to extend operating hours to as much as 24 hours per day.

3.0 GENERAL SCOPE OF WORK

The services in this PWS include administrative, management and technical functions in support of USCIS Service Center records management. In the performance of these services, the Contractor shall gather information, exercise judgment, and present facts to USCIS employees for review and decision.

However, the Contractor shall not make official policy or decisions on behalf of USCIS. While the Contractor employees may handle funding and accounting records, they may not make decisions that are inherently governmental in nature nor do they have USCIS signature authority.

Except for items and services specified in this PWS as Government provided property or services, the Contractor shall provide all personnel, equipment, tools, materials, supervision, and other items and services necessary to perform the requirements of the contract.

It is anticipated that the services and products required under this contract shall be provided primarily at each of the four Service Centers as follows:

California Service Center (CSC), Laguna Niguel, California. This Service Center is currently located in a single building. Note: Location subject to change within surrounding area due to building changes.

Nebraska Service Center (NSC), Lincoln, Nebraska. This Service Center is currently located in three buildings within 5 to10 miles of each other in Lincoln, Nebraska. Note: Location subject to change within surrounding area due to building changes.

Texas Service Center (TSC), Dallas, Texas. This Service Center is currently located in three buildings. Two buildings are located together in Dallas and one building is located approximately 18 miles away. Note: Location subject to change within surrounding area due to building changes.

Vermont Service Center (VSC), St. Albans, Vermont. This Service Center is currently located in four buildings. Two buildings are within approximately ½ mile of each other in St. Albans and two building are adjacent to one another and located approximately 25 miles from the others, in Essex Junction. Note: Location subject to change within surrounding area due to building changes.

The Contractor is expected to accomplish the required tasks during normal hours of operation.

Additional work requirements that arise may require specific Government-directed file operations outside normal hours of operation. All travel and training are the responsibility of the Contractor unless otherwise specified in the PWS.

3.1 Office of Intake and Document Production (OIDP) Overview

Through a Memorandum of Understanding (MOU) with the Department of the Treasury, USCIS established lockbox operations. Beginning in 2007, many forms formerly mailed by the public to the Service Centers were directed to lockbox facilities located in Chicago, Illinois; Dallas, Texas; and Phoenix, Arizona. However, some forms are still filed at the Service Centers and processed onsite.

Applications filed by the public are receipted and data entered before their file is assembled at the lockbox facilities; after which, the file is shipped to a Service Center for final preparation prior to adjudication.

3.2 USCIS ELIS Overview

USCIS is moving the processing of applications and petitions for immigrant and non-immigrant benefits from a paper-based model to a secure, online environment using the USCIS Electronic Immigration System (USCIS ELIS).

USCIS ELIS is an online account-based system that enables USCIS adjudicators to decide requests for immigration benefits by accessing information submitted by our customers. Through USCIS ELIS, customers can view their benefit requests, receive electronic notification of decisions, and receive real-time case status updates. Applicants can file online in USCIS ELIS or send paper filings for most form types to USCIS lockbox facilities who perform the data-entry and fee depositing in systems that interface with USCIS ELIS. Over time, all benefit requests filed with and adjudicated by USCIS will be incorporated in USCIS ELIS. As form types and associated benefits transition to USCIS ELIS, the Service Centers will either no longer perform tasks; or perform them at a reduced level in the correspondence, data entry, and fee depositing functional areas.

From the transaction date a form type transitions to USCIS ELIS, 100% of that form type will be in USCIS ELIS from that date forward (i.e. processing using the Computer Linked Application Information Management System (CLAIMS) will be discontinued). The following assumptions may impact the level of effort in providing support services and may change as each benefit transitions to USCIS ELIS:

1. Correspondence Management: A form type moved to USCIS ELIS results in less incoming mail, outgoing mail, and a reduction in file movement.

2. Fee Depositing: A form type moved to USCIS ELIS eliminates fee receipting and deposits.

3. Data Entry: A form type moved to USCIS ELIS eliminates data entry; as any remaining data entry work will be completed by the lockbox facilities. (See the Immigrant Visa (IV) processing exception noted below)

4. File Operations: A form type moved to USCIS ELIS results in a reduction in file operations.

If immigration reform comes to pass with legislation, the Office of Transformation Coordination (OTC) assumes forms processing will be done using USCIS ELIS. OTC would prioritize any new form(s) required for immigration reform, although that would likely slow down the transition of the legacy forms, currently in CLAIMS, to USCIS ELIS.

3.3 Forms and Fees Available in USCIS ELIS

Form I-539: Application to Extend/Change Non-Immigrant Status

a. USCIS ELIS currently receipts approximately 20,000 cases annually;

b. Applicants can still file via the paper form process and have the option to mail additional evidence/correspondence to a Service Center.

Form I-526: Immigrant Petition by Alien Entrepreneur This form is used by an entrepreneur to petition USCIS for status as an immigrant to the United States under a section of law that pertains to immigrant visas for an investor in a new commercial enterprise.

This work is processed and adjudicated by the USCIS Immigrant Investment Program Office (IPO); not the Service Centers.

USCIS Immigrant Visa (IV) Processing Foreign nationals who seek permanent residence in the United States and receive an Immigrant Visa (IV) from the Department of State (DOS) are required to pay the USCIS Immigrant Fee online using USCIS ELIS. After entering the United States with an IV packet, immigrants are processed through the Port of Entry (POE) by Customs and Border Protection (CBP) officials who send the IV packet to the USCIS Texas Service Center (TSC).

The TSC processes approximately 40,000 immigrant visa packages each month. Processing includes handling, filing and maintaining the immigrant visa package, and producing and mailing required documents such as the Permanent Resident Card.

TSC Operations include the following:

Incoming Mail Visas are received into the center Manifests are verified

Data Collection and Verification / Payment Review / File Assembly / Card Production Tasks include performing data collection from the following source documents and verifying data auto populated by other systems (Consular Consolidated Database (CCD) and the Customer Profile Management System (CPMS)):

Immigrant Visa summary sheet and/or supporting documents Scanning the I-89 (Card Data Collection Form) that captures biometrics/biographic data to produce the Permanent Resident Card (PRC) I-864 (Affidavit of Support)

USCIS plans to introduce the biometrics transfer of photographs and fingerprints into CPMS;

that will be linked to the USCIS ELIS record without any need for manual scanning, thus replacing the paper I-89.

Forms submitted in USCIS ELIS, other than those in the IV packets; typically have the following file operations performed by contractor personnel at a Service Center:

a. Scanning; including Request for Evidence (RFE) documents submitted by mail, where the applicant opted to mail the requested evidence rather than uploading it themselves in USCIS

ELIS;

b. Updating or correcting data previously recorded in USCIS ELIS by the account holder;

When a form type transitions to USCIS ELIS from a legacy USCIS system (e.g., CLAIMS, C3, C4, RAPS or MFAS), Section 4.0 of the PWS outlines its likely impact in each SCOSS functional area (i.e.

correspondence management, data entry, fee processing, and file operations).

The same performance standards and measures shall be enforced as with the Legacy USCIS Systems.

To learn more about USCIS ELIS, visit the USCIS website at www.uscis.gov/uscis-elis.

4.0 CONTRACTOR TASKS/REQUIREMENTS

The requirements identified in this PWS will be performed in accordance with the USCIS Records Operations Handbook (ROH), and local and national policies and procedures. Reference Attachment 8.6, Policies and Procedures.

4.1 General Requirements

Background The normal hours of operation at the Service Centers are 6:00 a.m. - 11:30 p.m., Monday through Friday, excluding federal holidays; or at the direction of the Service Center Director. Should the volume of incoming files increase significantly, it may be necessary to extend operating hours to as much as 24 hours per day. However, due to the nature of the USCIS mission, some file operations are performed and must be supported outside the normal hours of operation and/or on weekends. The Contractor shall obtain written approval of the Contracting Officer’s Representative (COR) for work schedules different from the normal hours of operation one (1) week prior to the commencement of the schedule. The Contractor shall actively manage its workforce to perform all the requirements of the contract.

4.1.1 The Contractor shall provide onsite management and implement appropriate management systems to assure the quality, reliability, accuracy, and timeliness of all services and products provided to USCIS. In addition, the Contractor shall keep the onsite CORs updated on operational status and plans.

4.1.2 The Contractor shall comply with USCIS policies, procedures, user guides, and regulations in effect during the performance of the contract.

4.1.3 The Contractor shall provide reports required in the contract or contained in service center policies and procedures.

4.1.4 The Contractor shall report without delay to the COR and CO any attempted bribery, suspected fraud, waste or abuse, and any accidents, theft or robbery. The contractor shall provide a written report of such incidents to the COR and CO upon request.

4.1.5 The Contractor shall require all contractor personnel to sign nondisclosure statements affirming that they will not disclose data they encounter in the performance of the contract to any unauthorized entity.

4.1.6 The Contractor shall not make any unauthorized disclosures of Personal Identifiable Information (PII).

4.1.7 The Contractor shall maintain accounting of 45-day supply of consumables, or whatever period of supply is standard at a specific center, including mail supplies available through the United States Postal Service (USPS) and courier companies, to meet all requirements of the contract. The Contractor shall provide sufficient notice to the COR of the need for additional consumables to enable timely replenishment.

4.1.8 The Contractor shall operate and perform basic user maintenance on government provided equipment in accordance with Original Equipment Manufacturer (OEM) and service center instructions and as directed by the COR. This may include, but is not limited to, making necessary adjustments to equipment to accommodate various size letters and correspondence, clearing paper jams, and changing toner cartridges, etc.

4.1.9 The Contractor shall provide notification to the COR within one (1) hour (measured during normal hours of operation) of government provided systems or equipment malfunctions, downtime or failure.

4.1.10 The Contractor shall obtain the written approval of the COR for work schedules that are different from the normal hours of operation one (1) week prior to the commencement of the schedule.

4.1.11 The Contractor shall actively manage its workforce to maintain operational flexibility to perform the requirements of the contract at all times, regardless of variation of the workload at any specific processing areas within the records management lifecycle.

4.1.12 The Contractor shall maintain the capability to accommodate spikes in workload volumes that occur from time to time and that are predicted at least 45 calendar days in advance of the anticipated sudden increase in workload volumes. These spikes may be attributable to the beginning of an application period, anticipated changes in fees to be charged, or other phenomena.

4.1.13 The Contractor shall maintain the capability to accommodate surges in data collection volume of up to 25% above the daily average receipt volume for the previous 20 business days. In the event the data collection volume exceeds 125% of the rolling daily average for the previous 20 business days, the Contractor is only held responsible for meeting the timeliness performance requirements for 125% of the rolling daily average; the balance may be processed on the next business day and may be considered

– for the purposes of surge management only – as part of the data collection for the next day. If the surge extends beyond one day, then the Contractor shall continue to perform under the same rule for as long as the surge lasts, recalculating the rolling daily average data collection volume and the 125% volume each day based on the previous 20 business days.

4.1.14 On Mondays and the first business day after federal holidays, the Contractor shall maintain the capability to accommodate surges in data collection of up to 50% above the daily average receipt volume for the previous 20 business days. In the event the data collection volume exceeds 150% of the rolling daily average for the previous 20 business days, the Contractor is only held responsible for meeting the timeliness performance requirements for 150% of the rolling daily average; the balance may be processed on the next business day and may be considered – for the purposes of surge management only – as part of the data collection for the next day.

4.1.15 The Contractor shall be familiar with Continuity of Operations Plans (COOP) and security plans applicable at the Service Centers and shall adhere to the requirements to perform contained within these plans.

4.1.16 The Contractor shall report, and after release, process all suspicious packages.

4.1.17 The Contractor shall pick up correspondence a minimum of once per day from each USPS facility serving the Service Center Monday through Friday (excluding federal holidays), unless otherwise directed by the COR, using Contractor provided transportation. The COR may require additional pickups on certain days, as deemed necessary.

4.1.18 The Contractor shall process all outgoing third party courier correspondence in accordance with the courier’s delivery system. (Follow the local SOP at the Service Centers)

4.1.19 The Contractor shall return non-conforming correspondence to USCIS for guidance or disposition within two business days.

4.1.20 The Contractor may be required to expedite special file requests by accurately identifying, locating, retrieving, and delivering the requested files to the requestor within four hours of the emergency request, during business and non-business hours.

4.1.21 The Contractor shall create and maintain temporary holding areas within the Service Centers for files pending further action (e.g., receipt of payment, fingerprints, or evidence).

4.1.22 The Contractor shall complete all mandatory USCIS training annually as specified with Attachment 9.9 or as directed by the COR.

4.1.23 The Contractor shall submit separate invoices for the Office of Fraud Detection and National Security (FDNS) work to the FDNS COR; which includes the Administrative Site Visit and Verification Program (ASVVP) and the Center Fraud Detection Operations (CFDO) data collection and file operations work. Invoices may be emailed to the FDNS COR, an email address to be provided after award

4.2 Correspondence Management Requirements

Background The Contractor shall perform all tasks necessary for, or incidental to, the receiving, processing, securing, and delivery of incoming and outgoing correspondence for all components in the Service Centers and for the USCIS Regional Headquarters for the Western Region (co-located within the Federal Building housing the CSC in Laguna Niguel, CA) and the E-Verification office (co-located within the Star building at NSC in Lincoln, NE). This function includes the proper handling, securing, and delivery of registered mail, which is an authorized means of transmitting classified information at the Secret level. All personnel handling or transporting registered mail must possess a security clearance at the Secret level. Contractors will be responsible for processing mail classified at the SECRET level on a daily basis. Mail at the secret level will include high profile application files and letter head memos (LHMs) that are delivered to the Service Center sealed with secret written or stamped all over the inner envelope. Contractors may not open the inner envelope and must deliver them in dual custody to the designated personnel with secret clearance.

Under USCIS ELIS, processes under Section 4.2 will be identical; but the volume of work will be eliminated or greatly reduced.

4.2.1 The Contractor shall endorse incoming fees immediately upon opening the envelope.

Legacy Systems USCIS ELIS Standard Incoming fees are immediately endorsed upon opening the envelope. ELIMINATED Measure Periodic Observation & Validated Customer Complaints

4.2.2 The Contractor shall route, process, and account for all correspondence, including but not limited to USPS correspondence, courier service packages, etc., to and from sources external to the Service Center, in a manner that optimizes proper file management and security, expedites data collection, maintains financial accountability, and maximizes throughput.

Standard Route, process, and account for correspondence. Remains w/Reduced

Volume

4.2.3 The Contractor shall receive all correspondence delivered by the USPS, any approved third party couriers, and/or authorized government agencies during normal hours of operation.

Standard Receive all correspondence delivered by the USPS, approved third party couriers, and/or authorized government agencies during normal hours of operation.

Remains w/Reduced

4.2.4 All correspondence (excluding certain exceptions) shall be opened, sorted, date stamped, properly handled, and timely processed and routed by the Contractor.

Standard

All correspondence received is opened, sorted, date stamped, properly handled, and routed in time for processing and receipting within the same day.

Remains w/Reduced

4.2.5 The Contractor shall log registered mail, certified mail, and any other correspondence (such as foreign mail) that may be designated by the COR.

Standard Registered and certified mail is logged. All other correspondence designated by the COR is logged.

Remains w/Reduced

Volume Measure Periodic Observation & Validated Customer Complaints

4.2.6 The Contractor shall receive and account for Post Office Non-Deliverable Securities (PONDS) in a prepared daily manifest.

Standard 4.2.6-1

PONDS correspondence is accurately processed Remains Unchanged

Measure Periodic Observation & Validated Customer Complaints Standard 4.2.6-2

PONDS correspondence is received and accounted for in a prepared daily manifest.

Remains Unchanged

4.2.7 The Contractor shall correctly prepare, seal, and meter outgoing correspondence to USPS or designated third parties.

Legacy Systems USCIS ELIS Standard 4.2.7-1

Outgoing correspondence is metered by the daily scheduled time.

Remains w/Reduced

Volume Measure Random Sampling Standard 4.2.7-2

Outgoing correspondence has the appropriate affixed postage for the weight and class.

Remains w/Reduced

Volume Measure Random Sampling Standard 4.2.7-3

Outgoing correspondence is properly prepared for mailing with accurate, complete, and visible delivery addresses and billing information.

Remains w/Reduced

Volume Measure Random Sampling Standard 4.2.7-4

Outgoing correspondence includes inserts or fliers when required. Remains w/Reduced

Volume Measure Random Sampling Standard 4.2.7-5

Outgoing mail/files are prepared for metering by close of the next business day after being received in the mail room.

Remains w/Reduced

4.2.8 The Contractor shall deliver outgoing correspondence to USPS or designated third parties.

Standard Outgoing correspondence is delivered to USPS or to designated third parties at a minimum of once per business day, Monday through Friday (excluding federal holidays), on the same date the correspondence was metered.

Remains w/Reduced

Measure Random Sampling

4.2.9 The Contractor shall notify the Service Center COR of the need to replenish postage meters whenever the balance falls below $25,000.

Standard All postage meter transactions shall be reported to the Service

Center COR on the first business day of each month for the previous month.

Remains w/Reduced

4.3 Data Collection Support Requirements

Background The accuracy of data collection is critical to the USCIS mission and includes, but is not limited to, keying fields such as A-file number, date of birth, name and alias(es), social security number, address, attorney name and address, monetary amount, corrections, updates to applicant/petitioner information, and other pertinent information. The Contractor is required to verify the accuracy of the information they enter into USCIS systems. Accurate data entry may require the Contractor to search for valid data within source documents when entering information from specific forms. The Contractor should anticipate occasional electronic system outages in order to direct work efforts to other activities. Data Collection Support does not include making system updates for previously existing records. Rather, these updates include address changes, name changes, correcting errors, adding or changing an attorney of record, and recording incoming and outgoing correspondence such as Request for Evidence (RFE), RAP Sheets, and similar documents.

Under USCIS ELIS, only Immigrant Visa (IV) Packet processing currently meets the definition of data collection support.

4.3.1 The Contractor shall accurately assemble forms, to include supporting documents and other materials.

Legacy Systems USCIS ELIS Standard The Contractor accurately assembles forms, to include supporting documents and other materials.

Eliminated

4.3.2 The Contractor shall review applications/petitions and supporting documents for completeness, jurisdiction, signature, and correct fees; and process those compliant and non-compliant applications/petitions.

Standard The application/petition and supporting document is correctly identified as compliant (acceptable) or non-compliant (reject).

Measure Periodic Observation and Validated Customer Complaints

4.3.3 The Contractor shall collect information from forms and source documents and correctly input data into various formatted screens within established processing timeframes.

Accuracy is defined as no data entry errors on the entire form or document.

Standard 4.3.3-1

Data collection of all fee-related forms not in CLAIMS 4 must be completed by close of the working day (11:30 p.m.)

on the day received at the Service Center.

NA

Measure Random Sampling Standard 4.3.3-2

Data collection of any CLAIMS 4 form must be completed by close of the working day (11:30 p.m.) on the next business day after being received at the Service Center.

NA

4.3.3-3

Data collection of non-fee related forms must be completed by close of the working day (11:30 p.m.) on the second business day after being received at the Service Center.

Remains w/Reduced

Volume Measure Random Sampling Standard 4.3.3-4

Complete and accurate data collection of all fee and non-fee related forms and source documents completed accurately within established processing timeframes.

4.3.4 The Contractor shall appropriately and correctly prepare and affix processing identifiers.

Standard Processing identifiers are appropriately and correctly prepared and affixed to applications, petitions, processing worksheets, and file jackets.

4.3.5 The Contractor shall generate and interfile screen prints, as required.

Standard Screen prints specified in the form’s Standard Operating Procedure (SOP) are generated and interfiled.

4.3.6 The Contractor shall accurately scan materials and, as required, perform cropping, scaling, and adjusting of contrast and brightness necessary to achieve an acceptable quality image for document production.

Standard 4.3.6-1

Necessary adjustments are made to system data equipment to achieve an acceptable quality image for document production.

Eliminated (becomes 4.5.15 under ELIS) Measure Periodic Observation & Validated Customer Complaints

4.3.6-2

Materials are scanned by the close of business on the second day the materials are received at the Service Center or upon request from USCIS.

4.3.7 The Contractor shall scan, process, and verify fingerprint cards (FD-258) for submission to the Federal Bureau of Investigation (FBI).

Standard 4.3.7-1

Fingerprint submissions are accurately scanned, processed, and verified.

Remains w/Reduced

Volume Measure Periodic Observation & Validated Customer Complaints Standard 4.3.7-2

Non-orphan or non-adoption fingerprints are submitted by close of the second business day following being received at the service center.

Remains w/Reduced

Volume Measure Periodic Observation & Validated Customer Complaints Standard 4.3.7-3

Orphan and adoption cards are processed and submitted by close of business the next business day following being received at the Service Center.

Remains w/Reduced

4.3.8 The Contractor shall create files during data collection.

Standard 4.3.8-1

Fee-related forms requiring an A-File, T-File, or a receipt file (as appropriate) shall have a file created by close of working day (11:30 p.m.) on the same business day received at the Service Center.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.3.8-2

Non fee-related forms requiring either an A-File, T-File, or receipt file (as appropriate) shall have a file created by close of working day (11:30 p.m.) on the second business day following being received at the Service Center.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.3.8-3

No duplicate A-file records are created. Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.3.8-4

The appropriate file types, A-file, T-file, or receipt files are accurately created.

4.3.9 The Contractor shall accurately process manually rejected applications, petitions, fees and hardcopy remittances within established timeframes.

Standard 4.3.9-1

Manually rejected applications/petitions and associated rejection letters/fees are accurately reviewed to ensure that the incoming applicants request for benefits cannot be processed.

Remains w/ Reduced Volume

4.3.9-2

Manually rejected applications/petitions are accurately processed and USCIS stamps appearing on the back of incoming fees are voided; that the wording provided in the rejection letter documents the correct reason for rejection; and that processing employee codes are noted on all returned applications and petitions.

Remains w/ Reduced Volume

Measure Random Sampling Standard 4.3.9-3

Manually rejected applications/petitions, and any received fees are accurately data collected into a formatted system.

Eliminated

Measure Random Sampling Standard 4.3.9-4

The manually rejected application/petition, rejection letter, and any associated fees are returned to the applicant by close of the third business day following being received in the Service Center.

4.4 Fee Collection Requirements:

Background The accuracy and timeliness of fee collection and deposit is instrumental to the success of the USCIS mission; and includes, but is not limited to, collecting, reviewing, endorsing, and depositing fees (negotiable items). To complete this, the Contractor shall collect fees, review fees (negotiable instruments) for acceptability, and process fees by accurately preparing and timely depositing all fees through electronic funds transfer. The Contractor is also responsible for accurately reconciling and reporting deposits on a daily basis.

Under ELIS, it is not anticipated that Service Centers will collect or deposit negotiable fee instruments.

4.4.1 The Contractor shall review receipted fees for acceptability and ensure the fee is endorsed in accordance with the Treasury Financial Manual.

Legacy Systems USCIS ELIS Standard Receipted fees are reviewed for acceptability and endorsed in accordance with the Treasury Financial Manual prior to deposit.

4.4.2 The Contractor shall prepare a daily deposit ticket accurately reflecting the total of all endorsed receipted fees. The Contractor shall complete the daily deposit not later than the daily electronic deposit deadline of 9:30pm Eastern Standard Time. The Contractor shall accurately complete and include in each daily deposit packet any supporting documentation (line-off sheets, void sheets, etc.) used to support the deposit amount.

Standard 4.4.2-1

The prepared deposit ticket reflects an accurate total of the days’ endorsed receipted fees.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.4.2-2

The daily deposit is completed prior to established cut-off time. Eliminated

Standard All supporting documentation is completed accurately and is Eliminated

4.4.2-3 included with the daily deposit packet.

4.4.3 The Contractor shall submit a report showing individual deposit totals to USCIS on a daily basis or as required.

Standard All deposits are accurately generated, prepared, reconciled, and reported daily.

4.4.4 The Contractor shall monitor and safeguard all fees at all times while within the Contractor’s custody.

Standard All fees are monitored and safeguarded at all times when in the custody of the Contractor.

4.5 File Operations Support

Background Successful performance of File Operations Support is critical to the success of this contract and to the USCIS mission. The Contractor is required to receive, store, retrieve, maintain, and distribute files and internal correspondence in a timely, complete, and accurate manner. File content is dictated by documentation requirements imposed by law, regulation, or public policy. Files may be in paper, electronic, or digitized formats. The Contractor is also required to update USCIS tracking systems, annotate appropriate actions on case processing worksheets, manifest cases and documents being transferred as required, perform and follow-up File Transfer Requests (FTR), Manual Search Requests (MSR), and perform file sorts and file pulls as requested.

Under USCIS ELIS, paper files will be created only rarely and when requested by a non-USCIS ELIS using entity such as Executive Office of Immigration Review (EOIR) or Board of Immigration Appeals (BIA). Under USCIS ELIS, existing paper files (primarily A-Files) will continue to be utilized in conjunction with adjudication of a USCIS ELIS record; therefore many legacy file operations will remain during USCIS ELIS adjudication.

4.5.1 The Contractor shall create all files when required during file operations.

1. 2. Legacy Systems 3. USCIS

ELIS

Standard 4.5.1-1

Files required by USCIS are created by close of the second business day following request from USCIS.

4. Eliminat ed* (non-ELIS using entity) Measure Periodic Observation & Validated Customer Complaints

5. 6. No duplicate A-file records are created. 7. Eliminat tandard 4.5.1-2 ed

8.

easure

9. Periodic Observation & Validated Customer Complaints

10.

tandard 4.5.1-3

11. Files are accurately created. 12. Eliminat ed

13.

easure

14. Periodic Observation & Validated Customer Complaints

4.5.2 The Contractor shall accurately request required files from external sources, such as other centers, district offices, the National Records Center (NRC), etc. within established timeframes.

Standard 4.5.2-1

Contractor accurately requests required files from external sources. Remains

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.2-2

Required external file requests are completed by close of the next business day following the request by USCIS.

Remains

4.5.3 The Contractor shall fulfill internal (within the center) and external (originating from other centers, district offices, the NRC, etc) file requests for information by identifying, locating, retrieving and delivering the correct file(s) within the established timeframes.

Legacy Systems USCIS ELIS Standard 4.5.3-1

Contractor responds to USCIS file requests by retrieving the correct file(s).

Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.3-2

Files are delivered (internal requests) or mailed (external requests) by close of the next business day (or within other designated timeframes) following request.

Remains w/ Reduced

4.5.4 The Contractor shall accurately perform file sorts.

Standard Files are accurately segregated, filed, and routed within established time frames or designated by the COR.

Remains w/ Reduced

4.5.5 The Contractor shall file and re-file records.

4.5.5-1

Unless otherwise directed by the COR, newly receipted applications and/or petitions are filed by close of the next business day following receipting at the service center.

Eliminated

Standard Other incoming files are re-filed by close of the next business day Remains w/

4.5.5-2 following being received at the service center. Reduced

4.5.6 The Contractor shall track and update files in the National File Transfer System (NFTS) upon movement or as requested by USCIS. The Contractor shall accurately update data in various USCIS systems (C3, C4, ELIS, etc.).

Standard 4.5.6-1

Files are correctly updated in USCIS systems. Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.6-2

Files are tracked in NFTS upon movement. Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.6-3

Data is accurately updated in USCIS systems. Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.6-4

Tracking and updating functions are completed within established timeframes or as designated by the COR.

Remains w/

4.5.7 The Contractor shall reconcile and resolve issues identified through system generated error and recurring reports.

Legacy Systems USCIS ELIS Standard The Contractor reconciles and resolves issues identified through system generated error and recurring reports as required within established timeframes or designated by the COR.

Remains w/ Reduced

4.5.8 The Contractor shall accurately consolidate files, physically and electronically, within established timeframes.

Standard 4.5.8-1

Files are accurately consolidated, both physically and electronically. Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.8-2

The consolidated process is completed by close of the third working day following being received by the Contractor.

4.5.9 The Contractor shall maintain a tracking process for files held in temporary holding areas. The Contractor moves files maintained in the temporary holding areas to the next stage of the process.

Standard 4.5.9-1

The Contractor maintains a tracking process that accurately identifies the expiration of files held in temporary holding areas.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.9-2

The Contractor moves files maintained in temporary holding areas to the next stage of the process when required.

4.5.10 The Contractor shall accurately interfile, connect, and route all correspondence or Request for Evidence (RFE) with corresponding file(s) and update systems within established timeframes.

Standard 4.5.10-1

Evidence is connected by close of the third business day following being received at the service center.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.10-2

Interfiling is completed by close of the fifth business day. Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.10-3

Files are routed to the adjudicating officer by close of the next business day following requested evidence being connected to the file.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.10-4

Interfiling/evidence are connected and affixed to the correct file. Eliminated

Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.10-5

Received evidence for non-premium files are updated in USCIS systems on the next business day received in the service center.

Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints.

Standard 4.5.10-6

Received evidence for premium files are updated in USCIS systems on the same business day received in the service center.

Measure Periodic Observation & Validated Customer Complaints.

4.5.11 The Contractor shall maintain files.

Standard File maintenance is performed. Remains w/

Reduced

4.5.12 The Contractor shall review and prepare files for shipment to the National Records Center (NRC), Harrisonburg (HBG), or other locations. Additionally, the Contractor shall verify that closed files are noted as closed with a decision stamp within the physical file before preparing the file for storage.

4.5.12-1

Files are reviewed to ensure that each file is properly prepared and staged to the NRC or other locations.

Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.12-2

Files noted as closed are physically reviewed to ensure the file is noted as closed.

4.5.13 The Contractor shall accurately prepare, verify, and retain a copy of manifests going from the service center and retain a copy of all manifests received at the service center, including E-filing reports.

Standard 4.5.13-1

Outgoing manifests are accurately prepared and verified to contain current supporting information.

Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.13-2

Incoming manifests are verified to match manifest against contents. Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.13-3

Electronic copies of manifests are properly maintained at the service center.

Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.13-4

Report inconsistencies on incoming manifests within one business day to USCIS.

Remains w/

4.5.14 The Contractor shall perform system queries and searches in USCIS systems, and places a screen print(s) of the search result(s) in the file, when required.

Legacy Systems USCIS ELIS Standard 4.5.14-1

The Contractor accurately performs all system queries and searches. Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.14-2

Screen prints are printed and placed in the corresponding file within the established timeframe.

Remains w/

4.5.15 The Contractor shall accurately scan materials and, as required, perform cropping, scaling, and adjusting of contrast and brightness necessary to achieve an acceptable quality image for document production.

Standard 4.5.15-1

Necessary adjustments are made to the system data equipment to achieve an acceptable quality image for document production.

Remains w/ Reduced Volume Measure Periodic Observation & Validated Customer Complaints

Standard 4.5.15-2

Materials are scanned by close of business day that the materials are received at the service center or request from USCIS.

Remains w/

4.5.16 The Contractor shall correctly assemble E-filed applications and petitions into files.

4.5.16-1

E-filed forms are accurately assembled. Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.16-2

E-filed forms are assembled by the close of the next business day following the receipt of the application/petition by the Contractor.

4.5.17 The Contractor shall ensure that files are "adjudication ready" when they are sent to an adjudication division within the service center. The files forwarded to an adjudication division for adjudication are complete and ready to be adjudicated in accordance with the Standard Operating Procedures (SOP) for the form in question.

Standard 4.5.17-1

The correct type and number of requested forms are pulled and A-files consolidated.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.17-2

All required screen prints are produced and connected to the correct file.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.17-3

Files are charged out to the correct officer in NFTS. Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.17-4

All required name check and finger print results are posted in screen prints.

Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.17-5

All files are accurately assembled and properly maintained. Eliminated

Measure Periodic Observation & Validated Customer Complaints Standard 4.5.17-6

Work orders are staged for delivery within the time frame allowed by the Service Center specific SOPs (normally 1-3 business days).

4.5.18 The Contractor shall pick up, continuously sort, and deliver for internal distribution printouts and files between correspondence stops within the service center as established by the COR. The Contractor picks up correspondence, printouts, and files no less than twice daily as scheduled by the COR.

Legacy Systems USCIS ELIS…