QAs_RFI_Responses_080416.pdf

Question

Number Questions and Answers

Is this a new requirement? If not provide incumbent, contract number, award date , expiration date, contract value

Answer This action is not a new requirement; Incumbent: PAE Professional Services Inc.; Contract Number: HSSCCG-

12-D-00003; Award Date: 9/1/12; Expiration: 8/31/17; Contract Value: $888,744,278.20.

Would alternative hours of operation for customer convenience be considered if it would be of value to the

Gov't?

Answer No, the Government is not considering weekend hours of operation at this time.

3 Recommend using different NAICS instead of 561499.

Answer The Government will review the NIACS code selected.

Comment 3, PWS 5/2/3 & 18.1: Pls define meaning "absence" of unarmed guards, does it include restroom breaks and lunch breaks?

Answer No, "Absence" does not include restroom breaks and lunch breaks.

The Enrollment Work Station used by USCIS for PIV cards verifies the acceptable capture of finger prints and alerts the contractor to any errors does this system also deploy this software?

Answer The Livescan software that is used to capture biometrics verifies the proper sequence of fingerprints, potential errors and fingerprint quality, however it is a different software and hardware than the enrollment work station used by USCIS for PIV cards (HSPD-12)

With the electronic capture of Biometrics, in what situation would manual fingerprint capture be required?

Answer

Manual prints are captured when electronic print quality is poor and the Biometric Technician believes that the fingerprint may be rejected by the FBI. A manual (hard card ink) print will be taken to avoid having the applicant return to the ASC at a later date for re-capture. Manual prints are also captured on applicants who may be severely arthritic or have deformities and cannot be printed on the Livescan machine but can be more easily printed on an FD-258 hard card.

Will the government provide additional systems to allow for equipment repairs and for use during preventive maintenance schedules?

Answer Yes, there will be an appropriate number of Livescan machines to process the scheduled volume of applicants during equipment repairs and preventive maintenance.

Task 4.3. Mobile Route Support : The PWS states: “The contractor shall provide all supplies, equipment, and trained, qualified staff necessary to provide mobile route support…” Is the equipment contractor-owned, contractor-operated? Does the Government provide the biometrics capture devices used by Mobile Route teams?

Answer

The Government provides the biometrics capture devices used for mobile routes. The contractor will sign for and have the equipment in their possession during the life of the contract, however the equipment and supplies remain the property of the government. The contractor is responsible for traveling with all necessary supplies, equipment and staff to execute the mobile route(s). Supplies are purchased by the contractor on behalf of the Government via the contract.

Will the mobile equipment used for capturing biometrics by the current contractor be transitioned to the new contractor?

Answer Yes

Industry Questions and Government Answers Regarding ASC Re-compete

(last updated 4 Aug 2016)

While conducting Mobile Biometric capture is the Biometric data saved on the system then uploaded to the government repository or is this accomplished manually, i.e. manual finger prints – photos attached and uploaded/fingerprints sent via FedX or UPS carrier. Is this included in the metrics?

Answer The Biometric data is saved on the mobile livescan machine and then uploaded once connectivity to the system can be obtained. Any fingerprints captured manually will be scanned (via scanner) and electronically submitted. Yes, mobile biometric capture is included in the metrics.

There are three mobile routes identified. It is unclear what type of vehicles are needed for these routes or if they are government provided vehicles. Specifications need be provided if this is a cost item not subject to direct reimbursement.

Answer Travel for mobile routes is a cost item subject to direct reimbursment (travel, lodging, etc.)

Do we expect that the hosting site is government operated facilities, or is the contractor responsible for procuring/scheduling these sites?

Answer

There is both Government Operated Facitlies (GSA Leased) and Contractor Leased Facilities (reference

PWS Attachment B). The Government schedules applicants to all ASC locations. The contractor is responsible for negotiating leases for all Stand Alone ASC's, both new sites that may be opened in the future and current leases that may expire during the life of the contract.

Applicant Re-scheduling, may be performed out of the Arlington, VA ASC, by the contractor. Additional workload information and metrics should be provided.

Rescheduling workload volume will be provided with the solicitation

14 Recommend the Government identify which SA ASC Facility Specifications are met at current facilities.

Answer All current SA ASC's meet the necessary specifications.

Can we expect that all current SA facilities meet the NARA facility requirements required by the government and only the new SA facilities would be required to be upgraded with the understanding that facility costs are reimbursable?

Answer Yes

Task 4.6.6. Training Program Management: It is unclear if the contractor is required to develop the material or if the government will provide content material and the contractor will augment with contractor policies and procedures?

Answer The Government will provide the ASC Standard Operating Procedure (SOP) the contractor will be required to augment as needed with training materials, policies and procedures to ensure standards are maintained and contract employees are trained properly.

Is the contractor responsible for all update/refresher training development or will that also be provided from the government as government policies, changes, occur?

Answer The Government and contractor will work together to update the ASC SOP and any policies and procedures that may change during the life of the contract. The contractor will then be responsible to ensure all contract employees are trained properly based upon the updated policies and procedures.

18 Will the current SOP’s be provided in the RFP Reference Library?

Answer Yes

Task 4.8. Self Service Kiosk - Identity Verification (Possible Future Requirement): Will the government provide the equipment to support this process?

Answer Yes.

20 What would be the role of the ASC contractor?

Answer TBD - The level fidelity of this process does not exist yet as it is a "possible future requirement"

21 Will the new contractor be required to provide assistance for the applicant?

Answer No, the contractor is not required to provide assistance for the applicant.

Task 4.9 Remote Services Video Pilot (Rsvp) Program (Possible Future Requirement): Is this the ability to conduct appointments via video. Will it required a VTC or skype-like capability?

Answer The Government will provide all necessary equipment if this effort is realized. Yes, it will require a VTC

23 Will the government provide the equipment for this process?

Answer Yes

24 Will the contractor be required to provide any assistance or is this for the applicants use only?

Answer TBD - The level fidelity of this process does not exist yet as it is a "possible future requirement"

5.2.4 Guard (Armed) C-20 Contractor may be required to provide armed guards, but at present all guards are unarmed. According to the information provided several SA locations have no guards. This includes the following SA offices: Long Island City, NY; Charleston, WV; Charleston, SC; and Raleigh, NC. Is this accurate?

Answer All SA sites have unarmed guards. PWS Attachment B will be updated to reflect current numbers.

From the Draft PWS “The government, at time of contract award, will provide ASC Standard Operating

Procedures and/or training materials”. Will the government provide training material for all of the minimum staff training listed in this section?

Answer The Government will provide the ASC Standard Operating Procedures (SOP). The Contractor is responsible for developing training for their employees to ensure standards are met.

Is the expectation that the government will provide training material and offer Train the Trainer session during the transition and then the contractor will be responsible for training delivery post transition?

Answer No, The Government will provide the ASC SOP. The Contractor is responsible for developing training for their employees to ensure standards are met.

6.1.2. Customer Service. If the government provides this training, can the contractor augment this training with their own?

Answer The Government will provide the ASC SOP. The Contractor is responsible for developing training for their employees to ensure standards are met.

6.1.9. Recommend the government provide insight on what should be included in the Training Plan. If the government is providing the majority of the training should the plan include the methodologies and processes to ensure staff have the knowledge, skills, and abilities to satisfactorily provide services to USCIS and their customers?

Answer The Government will provide the ASC SOP. The Contractor is responsible for developing training for their employees to ensure standards are met. The Training Plan should reflect the methods by which training will be accomplished.

Section 8. Hours of Operation: Does the government expect that the contract will follow the Federal holiday schedule? Will the ASC’s be closed for Federal holidays?

Answer Yes, the Government will also provide the contractor with any local closures in advance.

9.1 Facilities: Leased space for ASCs is reimbursable once approved by the USCIS. Is there a requirement that leases be assumable or assumed by a subsequent contractor? USCIS should clarify.

Answer Yes - All Stand Alone Leases must be assumable and assumed by a subsequent contractor.

12.3. Training Plan – It looks like the government wants to review and approve the training plan – requesting

15 calendar days to review the plan and provide comments prior to acceptance.

Does this suggest the government must approve any changes to the plan before the contractor can implement changes?

Answer Yes

33 Does this approval timeline also apply to update/refresher training?

Answer Yes

Will offerors be provided with a verified, current inventory of equipment, including location, description/model and in-service date?

Answer Yes

12.15 Standard Operating Procedure (SOP): The contractor will deliver new SOPs and maintain current SOPs.

There was no mention of the GOV supplying the contractor with SOPs nor any specific references to procedural requirements for preparing and clearing SOPs with the GOV. Please clarify.

Answer There is an ASC SOP which is referenced in the PWS. The Government controls the ASC SOP and it is updated periodically in conjunction with the contractor during the life of the contract.

Section 18. Physical Security: Have Intrusion Detection Systems and Closed Circuit Video capabilities already been installed at the ASCs? Is the role of the contractor to take over operations and maintenance of these systems?

Answer Yes

Have LAN Rooms and ISO Offices already been installed at the ASCs? Is the role of the contractor to take over operations and maintenance of these facilities?

Answer Yes

Atch F.2 Biometrics Processing: The Fingerprint quality rate of not more than 1.25% of fingerprints are returned by the FBI as unclassifiable is very high. The GOV should offer data on this to establish the reasonableness of that metric.

Answer The fingerprint quality rate of not more that 1.25% returned by the FBI is appropriate, based on historical data, which is less than 1% for the past 5 years.

Atch F.2.b Customer Satisfaction: The contractor shall maintain a minimum program-wide customer service questionnaire rate of 85%. However, the PWS standards chart indicates that the standard is 65%. Which is correct?

Answer 65% is correct. Will update the PWS and change 85% to 65% - Typo

Reference is Quality Standards, - Attachment G on p C-68 is labeled "DHS Management Directive 4300A, Media Reuse and Disposition"

Answer "Atch G - Section 3" will be corrected to read "Atch F - Section 1"

Please describe threats envisioned necessitating USCIS’ consideration of requiring armed guards. Further discussion might be beneficial to come up with security-minded solutions to mitigate the risks envisioned.

Answer Security posture is dictated by USCIS Office of Security and Investigations. The Government welcomes contractor security-minded solutions to consider.