Atch_1_DRAFT_Performance_Work_Statement_(PWS)_062716.pdf

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SECTION C - DESCRIPTION/SPECS/WORK STATEMENT

PERFORMANCE WORK STATEMENT (PWS) FOR

DEPARTMENT OF HOMELAND SECURITY (DHS)

U.S. CITIZENSHIP AND IMMIGRATION SERVICES (USCIS)

APPLICATION SUPPORT CENTERS (ASC)

OPERATIONS AND FACILITIES SERVICES

1. TITLE OF PROJECT

Application Support Centers (ASC) Operations and Facilities Services

1.2. INTRODUCTION

The U.S. Citizenship and Immigration Services (USCIS), herein referred to as USCIS, is the

Department of Homeland Security component responsible for administering a variety of immigration benefits, including permanent resident status, work permits, naturalization

(citizenship), international adoptions, student visas, temporary protective status, asylum, and refugee status. Applicants make a formal request to USCIS by filing an application with an established processing fee and appropriate documentation. USCIS provides applicants with immigration and related services to support the legal and regulatory requirements of the application process through its headquarters, regional and district offices, service centers, and application support centers. USCIS services include: providing forms and other information to assist applicants in the application process; collecting applicant biometric and biographic data for background checks; taking applications; adjudicating immigration benefit cases and immigrant status adjustments; supporting naturalization testing services; and supporting oath

(naturalization) ceremonies. Once an applicant is approved, the applicant is issued a document, e.g., a Permanent Resident Card, Employment Authorization Document, Re-Entry Document, Naturalization Certificate, or other document(s). All issued documents with the exception of the

Naturalization Certificate have an expiration date. Applicants must re-apply at specified intervals to renew documents and continue immigration benefits.

One of USCIS’ primary responsibilities is to administer and manage Application Support

Centers (ASCs) and related operations. ASCs collect applicant biometrics and identity data (e.g.

digital fingerprints, photographs, and signatures) and reschedule applicants for processing.

This contract is a continuation of the Application Support Center function under the Biometrics

Division (BD) program. Additional support functions are likely as USCIS continues to grow and evolve. Additional demands on the ASCs for services may be required within the scope of this contract as USCIS re-engineers a variety of processes and implements new federal and DHS biometric initiatives and policies. Impacts, if any, on the BD program from such changes will be assessed when criteria including eligibility requirements, determinations of customer population size and geographical locations, the BD program’s role and level of involvement in initiative implementation, biometric types to be collected, and other requirements’ factors can be defined.

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1.2.1. Definitions

ASC: A contractor-operated facility at which biometric and biographic data of individuals seeking benefits are collected.. An ASC may be located in Government-provided or contractor-leased space. (See Attachment A – Sample Floor Plans). Office size and contract staff varies based upon location and projected applicant traffic. Historical ASC contract staffing ranges from a Site Supervisor and one or two Biometrics Technicians (BT) at small ASCs to multiple supervisors, BTs, and guards (See Attachment B). Although guards are currently unarmed, armed guards may be required in future task orders in special circumstances at specific sites on a temporary or permanent basis.

Standalone (SA) ASC: A contractor leased, contractor-operated facility within the 50 United

States and U.S territories at which biometric and biographic data of individuals seeking benefits are collected. Standalone (SA) ASCs are stand-alone facilities, not co-located with other

Government offices, and are staffed with a Government ASC Immigration Services Officer

(ASC ISO) and contract staff. Office size and contract staff varies based upon location and projected applicant traffic. Final determination of a SA is based on who pays the lease and maintenance (BD or another government agency).

Co-located ASC (COLO): A Government-provided, contractor-operated facility located within a

USCIS facility or other Government agency space at which biometric and biographic data of individuals seeking benefits are collected. Staffing is generally a USCIS ASC ISO and a contracted Site Supervisor. Final determination is based on a government agency other than BD paying the lease and maintenance.

Mobile ASC Route: A USCIS outreach program that collects biometrics data from applicants in very remote U.S areas and in other areas when requested by USCIS offices. USCIS personnel and contractor ASC staff collect biometric and biographic data at pre-arranged locations, such as community centers, schools, and churches. In some instances, an ASC contractor will travel to the mobile route sites to meet the USCIS official, who provides oversight and policy support as needed. See Attachment Cfor mobile route locations.

Identity Verification (IV):

USCIS’s LiveScan systems communicate to the Office of Biometric Identity Management’s

(OBIM) IDENT system and allow applicant Identity Verification (IV). When scheduled applicants arrive at an ASC, they will verify their identity by electronically scanning the four fingers of their right or left hand (slap print) and capturing their photographs. The process may also include collection of minimal biographical data.

U.S. Territories: Territories currently served by ASCs are Guam, Puerto Rico, the Virgin Islands, and the United States Commonwealth of the Northern Mariana Islands.

2. BACKGROUND

USCIS is required by law to obtain biometric and biographic data from applicants seeking certain immigration benefits. Biometric and biographic data is used to conduct criminal background checks prior to USCIS making a determination whether to grant immigration benefits to applicants. The Congress of the United States prohibits USCIS from accepting

C-3 biometric and biographic data for applicant benefits from any entity other than a U.S. state and local law enforcement agency, a USCIS component, or the Departments of State or Defense. To comply with this mandate, USCIS established the ASD program in 1997 to collect applicant biometrics internally within the controlled environment of an ASC or ASC mobile route. The BD program resides within the USCIS Immigration Records and Identity Services (IRIS)

Directorate.

ASCs currently exist in 138 locations throughout the United States and U.S. territories (See

Attachment B for current site locations, number of workstations per location, number of guards and breakdown of locations by regions). Sixty-three (63) locations are COLO sites and seventy-five (75) are SA sites. Mobile routes are associated with and staffed by specific ASCs. (See

Attachment C for mobile route destinations).

Annually, the ASCs process a significant portion of all applicants seeking immigration benefits.

ASC workload is dependent on current immigration policies and customer population size, among other factors, and has historically fluctuated upward and downward. The chart below shows historical numbers of benefits processed at the ASCs

Fiscal

Year

Total

Number of

Applicants

Processed

Number of

Code 1’s

Processed

Number of

Code 2’s

Processed

Number of

Code 3’s

Processed

UK &

Canada

VISA

Identity

Verification**

FY15 3,899,748 100,481 408,721 3,308,429 82,117 0

FY14 3,175,316 129,198 249,428 2,723,327 73,363* 0

FY13 3,191,341 140,614 218,479 2,758,096 74,152 0

FY12 3,015,129 161,949 227,844 2,553,419 71,917 0

FY11 2,936,154 168,944 234,437 2,456,242 76,531 0

*Canada VISA project began processing applicants in FY14

**Identity Verification is expected to begin in FY17 and account for approximately 50% of the total number of applicants to be processed, thereby reducing Code 1-3 production by 50%.

Biometric and biographic data is collected and transmitted electronically by the ASCs using specialized scanning systems provided by USCIS, with a very small number of biometrics captured manually using ink (<1%).

The BD program has evolved since it was established in 1997 and will continue to evolve, with significant functional and workload realignments, site additions, moves, closures, expansions, renovations, and major technology deployments. USCIS will periodically assess site locations to align production capability with workload, and to implement new initiatives during the life of this contract.

The USCIS focus for this program is to acquire creative, timely, and flexible solutions to meet immigration benefits workload, to collect quality biometrics data with minimal rejects, to

C-4 maintain cost control and high customer service standards while performing in diverse environments, and to strengthen security of the United States and its borders.

3. SCOPE

USCIS is seeking contractor labor and program management support for the Application Support

Centers (ASC). The contractor shall provide a staff of fully trained, full and part-time on-site labor (U.S. citizenship is required) at designated SAs, COLOs, and mobile routes. The major tasks to be accomplished are: Biometric and Biographic Capture, Identity Verification, Mobile

Route Support, Scheduling, Data Entry, resubmissions of prints, electronic support of ink cards, and Program Management Support, including Facilities Leasing and Maintenance. Further, the contractor will provide ad hoc reporting as required. Future undefined ASC workload may radiate from DHS and Federal initiatives involving biometrics collection and may include but not be limited to large surges, Temporary Protective Status (TPS), UK VISA, Canada VISA and other country VISA processing as they come on-line, processing of government employee identity verification, new or relocated domestic ASC site locations/mobile routes, closure of specific ASC sites and new overseas ASC sites/mobile routes, homebound applicant processing, and Remote Services Video Pilot (RSVP).

The contractor shall provide staff and support to establish, operate, and maintain locations and perform tasks as specified in task orders under this contract. The contractor shall provide all program management support to include, but not limited to, personnel management and staffing, facilities leasing and maintenance support, procurement support for furniture/office equipment/office supplies, government property administration, quality and training programs, standard operating procedures preparation and updating, Government coordination, invoicing, reports, teaming arrangements and subcontract administration, administrative support, transportation arrangements, and special projects support.

The contractor shall provide all current services specified in this PWS as well as any other ASC-related services as directed by DHS/USCIS policy, mission, or congressional action that may be incorporated through task order or modification into this contract. The contractor shall be responsive to legislation that impacts the continued initiatives, development, and implementation of the BD program to ensure USCIS compliance with congressional mandates.

BD program workload may fluctuate if new federal or DHS initiatives and/or policy changes are approved and implemented during the performance of this contract.

4. DESCRIPTION OF WORK/CONTRACTOR TASKS

Upon completion of Government-approved minimum training as specified in Paragraph 6, Training Program, and in accordance with current ASC Standard Operating Procedures* (SOP), the contractor shall provide the following services.

*ASC Standard Operating Procedures are considered living documents and therefore are subject to change during the life of the contract.

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TASK 4.1. BIOMETRICS CAPTURE

The contractor shall provide trained, qualified staff to support USCIS in the collection of biometrics. ASC biometrics collection workload may increase from large surges, temporary protective status (TPS), UK VISA and other country’s VISA processing, processing of government employee identity verification, and other DHS and Federal initiatives. Work involves the collection of quality fingerprints, photographs, signatures, and other biometrics data, in combination using Government-furnished electronic and manual biometrics capturing equipment. Biometrics services shall be provided on a scheduled basis at each established location and/or applicable mobile route(s). The contractor shall process applicants at the same rate that applicants are scheduled (by the Government) for each site. (Currently, the Government schedules applicants at a rate of 6 per hour for Biometric processing (CODE 1,2,3 and

Canada/UK VISA) and anticipates scheduling 12 applicants per hour for Identity Verification). If workload demand requires additional staffing, the contractor will supply required staffing within

25 calendar days of notification (plus time the government requires to perform security suitability checks).

This section summarizes the Standard Operating Procedures utilized in the ASC for biometrics capture. Additional coded biometrics types may be added, as required.

Applicants appearing at an ASC for a biometrics capture will be processed as either a code 1, code 2, or code 3. However, additional code types may be added during the life of the contract.

The biometrics are collected using a Government provided LiveScan machine.

CODE 1 – Code 1 processing is electronically (and when required, manually) capturing an applicant’s biographic data, rolled fingerprint images of all ten fingers, and a facial photograph.

Reference the ASC SOP Chapter 3 for detailed procedures when processing a Code 1.

CODE 2 - Code 2 processing is electronically capturing and transmitting an applicant’s biographic data, single press-print image of an index finger, facial photograph, and signature.

Reference the ASC SOP Chapter 4 for detailed procedures when processing a Code 2.

CODE 3 – Code 3 processing is a combination of Code 1 and Code 2. Code 3 processing is capturing and transmitting an applicant’s biographic data, rolled fingerprint images of all ten fingers, single press-print image of an index finger, facial photograph, and signature.

Reference the ASC SOP Chapter 5 for detailed procedures when processing a Code 3.

IDENTITY VERIFICATION (IV) – IV processing is electronically capturing and transmitting miographic data, a slap fingerprint image of four fingers from either the left or right hand, and facial photograph in order to verify the identity of an applicant. (ASC SOP will be updated with processing procedures in the near future)

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TASK 4.3. MOBILE ROUTE SUPPORT

The contractor shall provide all supplies, equipment, and trained, qualified staff necessary to provide mobile route support for established mobile routes, temporary mobile routes and homebound applicants, which may be required. The ASC ISO and, if required by USCIS, the contractor shall process any operational tasks on mobile routes that are within the scope of work of the ASCs and which are feasible for processing in a mobile environment. Currently, only biometrics data is captured on mobile routes. The contractor shall bring the necessary government-furnished supplies and equipment to perform biometrics services. USCIS determines routes; including the identification of service point addresses, hours of operation, and schedules.

Typically, one USCIS official accompanies one Biometrics Technician during the mobile routes.

A Biometrics Technician may be required to drive and must possess a valid state driver’s license in this situation. Overnight travel may be required. (See Attachment C for currently established

“permanent” mobile routes and Attachment E for a list of standard mobile route supplies and equipment - not all-inclusive.) Mobile routes may be changed unilaterally by the Government any time during the term of this contract. Additionally, “temporary” mobile route support many be required on an ad hoc basis and will be covered by Schedule B applicant pricing under the corresponding District, along with relevant travel ODCs.

This section summarizes the ASC Standard Operating Procedures utilized in the ASCs for mobile route processing.

Mobile Route Scheduling. USCIS establishes the frequency and provides dates and times for each scheduled mobile route. Length of stay by mobile route representatives at a particular hosting facility may vary from a few hours to several days based on the number of applicants in the scheduling queue and travel time to the hosting facility destination.

Applicant Rescheduling. Contractor staff at headquarters, using the ASC Standard Operating

Procedures, shall reschedule applicants for mobile routes.

Travel Authorization. The contractor site supervisor shall obtain travel approval for each contractor staff member assigned to the mobile route.

Logistical Support. Mobile route representatives verify that all required supplies and equipment are available prior to departure.

Biometrics Capture/Other Services. Standard Operating Procedures for biometrics capture and other authorized services shall be followed to process applicants on mobile routes. The contractor staff is not authorized to conduct mobile routes without approval of a USCIS COR or

PM.

Reporting. The total number of applicants processed shall be added to the applicable biometrics totals reported to the Government. Separate mobile route reporting is required.

TASK 4.4. RESCHEDULING SUPPORT

The contractor shall provide trained and qualified staff to conduct rescheduling services for the following activities: 1) request to reschedule original appointment based on applicants or USCIS’

C-7 request, 2) reschedule to re-take FBI-rejected prints, or 3) reschedule to re-take expired biometric prints. Rescheduling activities shall be performed at the Alexandria, VA ASC or as designated by the Contracting Officer’s Representative (COR)/ASC Program Manager (PM)/Contracting

Officer (CO). Additionally, the contractor and/or USCIS representatives may conduct initial rescheduling, at the local site, for expedited requests with USCIS approval.

Initiation/Validation. The Contractor shall retrieve applicant’s record in the scheduling system and validate the accuracy of all biographical information by comparing with the appointment notification letter and/or A-File and if necessary, shall revise the applicant’s information in the scheduling system.

Rescheduling. The Contractor shall enter the ASC location to which the customer will report, the appointment date, time, and other rescheduling information.

Reporting. The number of customers rescheduled shall be included in electronic reports (as specified by this PWS) to the Government.

TASK 4.5 EXTRODINARY SURGE SUPPORT

In the event of a large surge in operations, the contractor shall plan for the proper staffing and operating hours as required to handle such a surge. Should projected applicant volume exceed the existing capacity, the contractor may be required to locate, lease, and build-out additional locations in order to accommodate the additional volume.

TASK 4.6. PROGRAM MANAGEMENT SUPPORT

The contractor shall provide program management support as necessary to provide quality ASC services. This shall include, as a minimum, the following:

1. General Project Management Services

2. Facility Management

3. Procurement/Logistics Management

4. Personnel Management

5. Quality Control Program Management

6. Training Program Management

7. Special Projects Management

8. Standard Operating Procedures Preparation/Updates

9. Transition Requirement and Plan

Task 4.6.1. General Project Management

The contractor shall provide general project management services consisting of all activities associated with the overall administration of the project to ensure its successful operation including, but not limited to, the following:

Government Coordination. All activities associated with Government coordination and correspondence, e.g. meetings, presentations, and seminars.

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Reports. All activities associated with the preparation, data collection, development, presentation, and distribution of reports.

Invoicing. All activities associated with invoicing, including: assembling billing data, including all time and materials needed for preparing any responses to Government billing rejection letters;

generation, distribution, and tracking of invoices; responding to billing inquiries; tracking which deliverables and/or units have been invoiced and which have not; and invoice reporting.

Travel. All activities associated with approved travel for contractor personnel, such as planning, scheduling, and procuring airfare, lodging accommodations, and ground transportation. All invoiced travel costs must be itemized in accordance with the General Services Administration

(GSA) Federal Travel Regulation (FTR) in effect at the time of travel. Per Diem must comply with the applicable Government-approved allowances in effect at the time of travel.

Subcontracts. All activities associated with managing subcontractors, such as identification and qualification thereof, negotiation and issuance of subcontracts, obtaining Government approval for their use, review of invoices, and ensuring subcontract compliance with security clearances and other requirements of this contract.

Support. All activities associated with overall contract support staff, such as clerical, secretarial, data analysis, legal, and administrative support.

Task 4.6.2. Facilities Management

The contractor shall provide facilities leasing and maintenance support for ASC SA sites as specified in task orders. ASCs exist in 138 locations throughout the United States and U.S.

territories. Sixty-three (63) locations are COLO sites and seventy-five (75) are SAs. ASC locations may be revised, added, or deleted throughout the life of this contract by contract modification. The contractor shall assume all existing SA leases (currently 75 leases).

The contractor shall provide facility management services for all contractor-leased SA sites consisting of all activities associated with the management of SA facilities. Facility management services apply only to SA facilities. Facility management services shall include, but not be limited to: lease acquisition and build-out of space in geographic locations specified by USCIS;

building code compliance; janitorial services; insurance; repair and maintenance; utilities;

telephone services; furniture/fixtures/signage selection, acquisition, and installation; and safety and security. Further, the contractor will remove excess property and equipment at ASCs as required..

Lease Administration. The contractor shall ensure that all facility leases allow the placement of guards and security equipment such as x-ray equipment and magnetometers. X-ray equipment and magnetometers are not currently required in Stand-Alone sites but, may be required in the future based on the USCIS Office of Security and Integrity (OSI), Field Security Division’s

(FSD) risk determination. Armed guards are not currently required. Future use of armed guards may be initiated via contract modification based on OSI/FSD risk determination. Contractors shall provide lease administration functions to include managing all substantive contact with landlords and agents to ensure compliance with lease terms. The contractor shall also ensure that

C-9 lease terms and administration are in compliance with all Government facility specifications, as enumerated below. All existing leases shall be assumable, and the Government shall reimburse all approved lease and assumption costs for approved site locations. Leases must include a termination clause and must be approved by the Government.

Facility Database. The contractor shall develop and maintain an agreed to (with the COR) database in a standard usable electronic format such as MS Excel with all formulas in place, of the status of all facilities leased under this contract. This database will be electronically sent to the COR each month with monthly deliverables. Upon contract completion, all facility data will be provided to the Government.

Property Disposal. The contractor shall provide property disposal support when requested by the

Contracting Officer/COR in accordance with ASC Standard Operating Procedures.

Leasehold/Facility Improvements. Facilities shall be fully furnished and operational in accordance with Government site specifications and requirements. Leasehold improvements shall be made, if necessary, to bring each facility to Government specifications and requirements.

Leasehold improvements shall be approved by USCIS. Note: Specifications and requirements for build-out of temporary facilities may be greatly reduced in the event of additional facilities for a large surge requirement.

Construction Management. The contractor is required to provide facilities that meet Government site specifications and requirements. If approved, the contractor shall provide management services consisting of all activities associated with build-out of new SA sites and improvements/ refurbishment/alterations to existing SA facilities, including, but not limited to: obtaining building permits, providing architectural services, managing subcontractors, site visits, and ensuring compliance with appropriate city/state/federal construction regulations.

Maintenance. The contractor is required to provide facilities that meet Government site specifications and requirements. Repair and maintenance of facilities and facility fixtures shall be performed to keep each stand-alone (SA) site in working, professional order and appearance in accordance with Government requirements. Daily janitorial services shall be performed to keep each SA site in a clean and professional appearance.

SA ASC Facility Specifications

(1) Americans with Disabilities Act (ADA) compliant.

(2) All facilities shall meet public building standards, based on American Building Code and/or local building codes.

(3) Easily accessed by the public, e.g., strip malls and ground floor areas preferred.

(4) Leased for an economic time period (usually five years) with an option to extend the lease for at least an additional period (usually five years). Sites anticipated to be of a temporary nature may be leased for shorter time periods, with Government approval.

Leases shall include a 120 day buy out.

(5) Located near major transportation routes (if possible, accessible to public transportation such as buses and subway systems).

(6) Accessible to public parking.

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(7) Accessible mornings, evenings, and weekends.

(8) Be floored in tile or other durable surface to provide for heavy traffic and the moving of large equipment.

(9) Compliant with all local building codes, e.g., fire, alarm, electrical, and sprinkler system.

(10) Have heating, ventilation, and air conditioning (HVAC) systems capable of supporting

LAN/WAN equipment, servers, switches, routers computers, and electronic biometrics equipment 24 hours per day, 7 days per week (approximately 60 to 80 degrees Fahrenheit and 40 to 60 percent humidity).

(11) The contractor will complete data and telecommunications cabling within the facility including running the 25 pair from the Demarc to the computer room. (Note: the government will provide the data circuit. The government will provide all data and network equipment which will be installed by the government IT staff).

(12) Be cleaned on all days of operation. (e.g., trash removal, dusting, window cleaning, floor wash/vacuum, and bathroom maintenance)

(13) Have as a minimum, two public restrooms (male and female), handicapped accessible.

(14) Have similar physical layout as follows, as applicable: (a) waiting area with chairs (b) guard/receptionist area; (c) biometrics area; (d) space for counter/desk/computer workstation(s); (e) potential testing area; (f) staff break room; (g) restrooms; (h) computer room a minimum of 10 x 10 (i) a supply room; (j) desk and chair for USCIS assistant or receptionist (k) Site Supervisor office; and (l) ASC ISO office. The computer and/or supply room, Site Supervisor’s office, and ASC ISO’s office shall have doors with locks.

(See Attachment A for sample floor plans.)

SA Facility Standards.

The Government will provide the contractor with the anticipated location, applicant volume and number of workstations a SA facility will require. Based on the requirements, the vendor will perform a market survey report to include but not limited to; lease cost, site square footage, crime statistics, public transportation, and build out cost. The Government will make the final determination on site selection.

Space designed for government employees shall meet the USCIS space standards.

SA locations and sizes may be revised, added, or deleted as determined necessary by the

Government.

Security. Alarmed security services shall be provided for each SA site to include closed-captioned television (CCTV) in locations approved by the BD program Manager. The security systems shall be connected to the local police and fire station. Other security features, to include door peepholes, window film, “panic” buttons, and concrete barriers, unarmed guards, etc. may be required at SA sites, on a site-by-site basis, if approved by the Government.

Task 4.6.3. Procurement/Logistics Management

Procurement Support. The contractor shall provide procurement management services consisting of all activities associated with the approved procurement of supplies and services needed for

C-11 operation of the ASC sites and mobile routes, and not directly provided by the Government. The contractor shall provide as necessary all supplies, equipment, equipment maintenance, furniture, and services, including, but not limited to: modular furniture; chairs; general office supplies;

fingerprinting supplies; copiers; facsimile machines; televisions; electronic customer queuing systems; American flags and stands; cabling; anti-fatigue mats; and indoor and outdoor signs.

Procurements must be properly documented to prove price competition was obtained, or to justify why competition was not obtained The contractor’s purchasing system, which may be subject to review as per FAR Part 44.3, must include a requirement that documentation be prepared that shows that contractor procurements were the result of price competition or the lack of price competition was justified. The contractor shall combine requirements to obtain bulk discounts as feasible. All items procured by the contractor under this contract, except contractor-leased property, shall become the property of the Government and shall be returned to the

Government upon contract completion.

The Government will provide electronic biometrics scanning equipment, computers and printers to the contractor. The Contractor shall provide, at its own expense, refrigerators, microwaves, and other kitchen appliance and utensils necessary to stock the staff break room. The

Government will not reimburse kitchen appliance and utensil costs.

Government Furnished Equipment (GFE) Logistical Support. The contractor shall provide all activities associated with the adequate care and safekeeping of all GFE acquired under this contract, including inventory, tracking of equipment moves and replacements, and reporting.

Upon contract completion, up-to-date GFE inventory data shall be provided to the Government.

(See Attachment F)

Task 4.6.4. Personnel Management

The contractor shall provide personnel management services consisting of all activities associated with staffing including, but not limited to: recruitment; advertisement; screening;

interviewing; reference checks; payroll; benefits administration; security clearance coordination;

training coordination; equal employment opportunity (EEO); sexual harassment in the workplace; operational safety and health (OSHA); and other applicable employment issues, benefits, and laws. See Paragraph 5, Contractor Personnel, for Key Personnel desired. All personnel must meet security clearance requirements set forth in Section 17.

The contractor shall recruit and retain staffing levels to meet the requirements of the contract and orders for each ASC site. The contractor shall develop and maintain a staff retention program that will encourage continued employment of qualified personnel. This program shall also identify and offer advancement opportunities for employees with promotion potential. The contractor shall remove any employee working on this contract immediately upon request of the government.

The contractor’s organization shall consist of sufficient program management personnel and on-site staffing at each ASC and other authorized locations to provide required ASC services. The contractor shall ensure the proper authorized security level for all Key Personnel and ASC staff

(currently T2 - Medium Risk for all job categories).

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The contractor shall provide personnel who have sufficient experience, education, and skills to successfully complete the performance of work and manage operations at the ASC sites.

Personnel that offer bilingual capabilities will be pursued as preferred candidates to help provide a range of languages for communicating with immigrants whose first language may not be

English.

The contractor shall provide only personnel who are fully qualified, trained, competent, and cleared to perform their assigned work and who possess the minimum qualifications for each labor category. All training shall be provided at the contractor’s expense unless approved in advance by the COR as Government approved training. See Paragraph 6, Training Program.

Personnel must be flexible, open, and responsive to procedural changes and cooperative in implementing and testing new technology and standard operating procedures as the functional responsibilities within the ASC sites evolve.

Task 4.6.5. Quality Control Program Standards

The contractor shall develop and maintain a quality control program. The quality control program shall consist of all activities associated with quality control and assurance to maintain, as a minimum, the quality standards specified in Attachment G.

Task 4.6.6. Training Program Management

The contractor shall provide training services consisting of all activities associated with the implementation of a training program for ASC services including, but not limited to: procedural development, providing instructors, equipment, and supplies; logistical coordination of training facilities; printing and distribution of course material; and progress reporting. The contractor will be required to provide ASC staff that has completed the minimum training specified in Paragraph

6, Training Program and the required Government training, as specified in Attachment H. The

Government, unless otherwise approved, shall not reimburse costs for contractor training requirements.

Task 4.6.7. Special Projects Support

The contractor shall provide program management and administrative support to the BD program for specialized short-term projects that may arise in response to congressional mandates, USCIS directives, or other initiatives. This work includes, but is not limited to:

Special program management/problem analysis assignments related to ASC operations

Special operational assignments related to pilot immigration programs and/or initiatives

Specific, short-term benefits-related administrative projects requested by local district/sub-offices, when approved by the BD program Manager or COR.

Special reports and data gathering in support of ASC operations and/or program performance assessments

Assistance in developing procedures and plans to facilitate operational and/or organizational changes within the BD program

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Task 4.6.8. Standard Operating Procedures Support

The contractor shall support the BD program in providing new standard operating procedures

(SOP) and maintaining current versions for all tasks under this PWS. The BD Program Manager or the contractor, as necessary, may initiate revisions to SOPs. At a minimum, SOPs and updates must be delivered in accordance with Paragraph 14, Deliverable Schedule. New SOPs and revisions require Government review and approval prior to distribution. SOP revisions affect all

ASCs unless specifically stated otherwise.

Task 4.6.9. Transition Requirement and Plan

The contractor shall provide a transition and management support plan at the end of this contract in accordance with Section 12.16, Transition and Management Support Plan.

TASK 4.7. Administrative Clerk/Receptionist SupportThe contractor will enter data into systems as needed, provide clerical support as needed, handle routine inquires for information or refer requests to the appropriate source.

TASK 4.8. Self Service Kiosk - Identity Verification (Possible Future Requirement)

This effort would require USCIS to employ an identity verification (IV) fingerprint model to biometrically verify the identity of applicable applicants via kiosks established at the Application

Support Centers.

TASK 4.9 Remote Services Video Pilot (RSVP) Program (Possible Future Requirement)

The RSVP will allow for certain applicants to make video InfoPass appointments at the

Application Support Centers.

5. CONTRACTOR PERSONNEL

The contractor shall provide only personnel who are fully qualified, trained, competent, and cleared to perform their assigned work. Contractor personnel shall not perform work under any orders placed against this contract until they have satisfactorily completed the minimum training requirements specified in the Training Program, Paragraph 6. All training to meet the minimum training requirements shall be at the contractor’s expense.

All contractor employees working on this contract must obtain a T-2, Medium Risk enter-on-duty determination from USCIS/DHS prior to beginning work under this contract and any resulting orders. Contractor staff that receive the requisite T-2 enter-on-duty determination, but are subsequently denied a final suitability determination at the required security risk level for the position shall be removed from the position and/or contract.

The contractor shall provide the following key personnel to meet the requirements of this contract. The key personnel proposed shall clearly possess the required experience delineated

C-14 below to perform under this contract. All key personnel employed by the contractor in a skill category shall meet the minimum requirements for that particular skill category.

5.1. Key Personnel Categories

Key Personnel – Program Management Office (PMO): The Corporate Program Manager, On-

Site Project Manager, Assistant On-Site Project Manager, Facilities Manager, Financial

Manager, Quality and Operations Manager, Logistics Manager, Procurement Specialist, Human

Resources Manager and (4) Regional Manager positions listed below, are considered key personnel essential to the work being performed hereunder. The Key Personnel positions are required to be filled prior to operational performance under this contract. Replacement of Key

Personnel shall be in accordance with Homeland Security Acquisition Regulation (HSAR)

3052.215-70 Key Personnel or Facilities.

5.1.1 Corporate Program Manager

Minimum/General Experience: At a minimum, must have ten (10) years of overall project management experience. A minimum of five (5) years of the overall project management experience must be in a supervisory position. At least five (5) years of the overall project management experience must be in the Government contracts environment.

Must have demonstrated experience in managing complex, high dollar projects and/or contracts ($30 million or more annually), meeting deadlines, and coordinating the planning and implementation of project activities and resources using demonstrated flexibility, adaptability, and problem-solving abilities.

Minimum Education: Masters Degree in one of the following disciplines: program management, business or public administration, technical management, information systems, engineering, finance/accounting, or related fields. Experience may be considered equivalent if experience demonstrated increased depth and breadth of responsibility.

Functional Responsibility: This is a Full Time position. This position requires oversight and personnel management skills in order to direct, monitor, and motivate contractor employees in multiple locations. Requires sensitivity in regard to Equal

Employment Opportunity (EEO), sexual harassment, union involvement, and other labor issues. The BD PM must be proactive in informing the Government of significant issues, and be able to respond and take corrective action to issues brought by the Program Manager or COR. Excellent interpersonal communications and coordination skills to direct project activities in coordination with multiple government agencies and other organizations are required. Must have excellent technical writing skills and the ability to prepare and present oral briefings to senior USCIS management officials using various mediums. Position requires frequent travel. Must be proactive in identifying and recommending new approaches to improve quality, cost, and process inefficiencies.

5.1.2. On-Site (USCIS Headquarters) Project Manager

Minimum/General Experience: At a minimum, must have eight (8) years of overall project management experience. At least three (3) years of the overall project management

C-15 experience must be in the Government contracts environment. Must have demonstrated experience in managing complex, high dollar programs, projects, and/or contracts ($30 million or more annually). Must have demonstrated experience in meeting deadlines, and coordinating the planning and implementation of project activities and resources using demonstrated flexibility, adaptability, and problem-solving abilities. Must have demonstrated experience in preparing complex statistical and analytical reports.

Minimum Education: Masters Degree in one of the following disciplines: program

Functional Responsibility: This is a Full Time position and will be located at USCIS

Headquarters. This position requires extensive analytical ability to develop complex statistical analysis, cost estimates, and analytical reports. Must have excellent interpersonal communication and organizing skills to coordinate project activities with contractor and

Government representatives, conduct fact finding for special projects and/or to respond timely to Government inquiries, and present oral briefings to USCIS management officials.

Must have excellent writing skills to prepare SOPs and revisions. The On-Site Project

Manager must be proactive in informing the Government of significant issues, and be able to respond and take corrective action to issues brought by the Program Manager or COR. Must be proactive in identifying and recommending new approaches to improve quality, cost, and process inefficiencies.

5.1.3 Assistant On-Site (USCIS Headquarters) Project Manager

Minimum/General Experience: At a minimum, must have Four (4) years of overall project management experience. At least two (2) years of the overall project management experience must be in the Government contracts environment. Must have demonstrated experience in meeting deadlines, and coordinating the planning and implementation of project activities and resources using demonstrated flexibility, adaptability, and problem-solving abilities. Must have demonstrated experience in preparing detailed statistical and analytical reports.

Minimum Education: Bachelor’s degree in one of the following disciplines: program

Functional Responsibility: This is a Full Time position and will be located at USCIS

Headquarters. Must have excellent interpersonal communication and organizing skills to coordinate project activities with contractor and Government representatives, conduct fact finding for special projects and/or to respond timely to Government inquiries, and present oral briefings to USCIS management officials. Must have excellent writing skills to prepare

SOPs and revisions. The Assistant On-Site Project Manager must be proactive in informing the Government of significant issues, and be able to respond and take corrective action to

C-16 issues brought by the Program Manager or COR. Must be able to perform the duties of the

On-Site Project Manager in his or her absence.

5.1.4. Facilities Manager

Minimum/General Experience: At a minimum, must have eight (8) years of experience in facilities management, to include experience in space requirements analysis; the acquisition, management, and closeout of real property leases; workspace design; facility alterations and repairs; new construction; acquisition of utilities and maintenance/janitorial services; and knowledge of building codes and regulations in the U.S. Demonstrated experience in managing facilities outside of the U.S. and its territories is desired. At a minimum, must have at least three (3) years of demonstrated experience managing facility projects that totaled $6 million annually. Must have demonstrated experience in planning and organizing multiple tasks. Must have demonstrated ability to use electronic databases to manage complex facility projects effectively.

Functional Responsibility: This is a Full Time position. Must have excellent interpersonal and negotiating skills to deal with multiple landlords and facility vendors. Must be able to travel to conduct site visits, as necessary. Must have ability to handle complex multiple tasks. Must have ability to research building regulations and documentation required for construction projects. This position requires the ability to quickly adapt and take approved action, as necessary, to respond to changing requirements. Must be proactive in identifying and recommending new approaches to improve quality, cost, and process inefficiencies.

5.1.5. Financial Manager

Minimum/General Experience: At a minimum, must have eight (8) years of experience related to financial management, budget execution, and/or accounting. Must have demonstrated experience in preparation of estimated needs and costs; use of financial management methods to track, monitor, reconcile, control, and maintain an audit trail of expenditures; and the preparation of complex billing invoices and expenditure reports. Must demonstrate financial management and/or accounting experience for complex, high dollar projects ($30 million or more annually). Demonstrated knowledge of Federal cost accounting standards is required.

Minimum Education: Education in accounting, finance, business administration, applied mathematics, economics, or related area.

Functional Responsibility: This is a Full Time position. Must have strong financial management system skills to assure accurate financial report/invoice generation, and to generate new reports and/or formats, as necessary, to respond to Government inquiries and data requirements. Must be proactive in identifying and recommending new approaches to improve quality, cost and process inefficiencies.

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5.1.6. Quality and Operations Manager

Minimum/General Experience: At a minimum, must have eight (8) years of experience in monitoring high volume service-industry operations and quality. Must have demonstrated experience in preparing and monitoring internal procedures for adherence to Government regulations and policies, and coordinating operational and administrative actions. Must have demonstrated experience in using international quality standards to standardize and improve operations. Conducting field audits (especially International Organization for Standardization audits) is desirable experience. At a minimum, must have two (2) years of experience in developing training requirements, preparing written training materials, and coordinating/scheduling formal classroom and informal, on-the-job training.

Functional Responsibility: This is a Full Time position. This position requires oversight and analytical ability to effectively assess operational compliance with quality standards and processes. The Quality and Operations Manager must be able to travel to conduct quality reviews and operational process training. Must be able to identify problems and recommend timely solutions. Must have interpersonal and writing ability. Must be proactive in identifying and recommending new approaches to improve quality, cost, and process inefficiencies.

5.1.7. Logistics Manager

Minimum/General Experience: At a minimum, eight (8) years of procurement and personal property management experience. Demonstrated experience shall include personal property/supplies needs analyses; and the acquisition, tracking, inventorying, reporting, maintenance and repair, and disposal of personal property in a Government environment.

Must have demonstrated experience in maintaining personal property databases. Must have demonstrated experience in managing an inventory of at least 15,000 tracked items (i.e., quantities, not line items). Must have demonstrated knowledge of Federal property management regulations. Experience in office re-locations is desirable.

Functional Responsibility: This is a Full Time position. This position requires research, negotiation, and coordination skills to deal with multiple suppliers and obtain best available prices, quality, and delivery. Must be able to coordinate property management effectively at all organizational levels to meet deadlines on multiple projects and to implement personal property procedures. Must be proactive in identifying and recommending new approaches to improve quality, cost, and process inefficiencies.

5.1.8. Procurement Specialist

Minimum/General Experience: At a minimum, four (4) years of procurement experience. Demonstrated experience shall include property and supply procurement functions.

Functional Responsibility: This is a Full Time position. This position requires the understanding of the private and Federal procurement system to include purchasing and managing inventory, record keeping, contract negotiations, and the assessment of financial performance of products.

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5.1.9. Human Resources…