QAs_RFI_Responses_111616.pdf

Question

Number

Questions and Answers 1-41 posted to FedBizOps 4 Aug 2016

Questions and Answers 42-60 posted to FedBizOps 16 Nov 2016 1 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.

2 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.

4 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)

6 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.

7 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.

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

Answer Yes

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 FedEx 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 reimbursement (travel, lodging, etc.)

12 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 Facilities (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.

Answer 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.

Industry Questions and Government Answers Regarding ASC Re-compete

(last updated 16 Nov 2016)

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.

28 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

34 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

Attach 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

40 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.

Please provide the last 6 months of historical production data for all locations, or at minimum the last 6 months of historical production data for District 1. (Note: Very minimal District 1 sample data was referenced in the Request for Information (RFI) released 7/8/16.)

Answer Please see attachment 1 Excel spreadsheet which contains 1 year of historical scheduled appointments and applicants processed production data for all locations.

A sample weekly scheduling report is provided under Sub-section 2.C.3.1: Beginning of Day: Weekly Scheduling Report in the ASC SOP entitled Chapter 02 – Benefit Summaries and Common Procedures dated October 2009. Please confirm if the same format is in use today. If not, please provide a sample of the new format.

Answer Yes, this is the format used today.

44 Is the appointment data also available to the contractor in Excel (.csv).

Answer Yes, the contractor will have access to the Governments scheduling system National Appointment Scheduling System (NASS) and the

Standard Management Analysis & Reporting Tool (SMART) which will enable the generation of Excel reports as needed.

Please confirm that the weekly scheduling report is now sent to the contractor at least two (2) weeks in advance for each location. For example, the contractor would receive the weekly scheduling report on Friday 9/2/16 for week beginning 9/19/16?

Answer

Yes, the scheduling report is available in NASS and SMART are provided to the contractor two weeks in advance for each location in order to assist in the planning of staffing (these numbers do not include a small number of priority appointments, asylum and Canada Visa

Applicants). Also, please be advised that the UK scheduling manifest is sent to the contractor two days prior for each location. The walk-in rate can be roughly estimated by comparing the processed applicants against the scheduled applicants report that is provided with this response. (NOTE: HISTORICAL NUMBERS REFLECT BIOMETRIC COLLECTION ONLY. THE FUTURE REQUIRMENT WILL INCLUDE IN TOTAL A

MIX OF BOTH BIOMETRIC COLLECTION AND IDENTITY VERIFICATION. SEE DRAFT PWS SECTION 2 – BACKGROUND).

Please provide the last 6 months of historical appointment data for all locations, or at minimum the last 6 months of historical appointment data for District 1.

Answer Please see attachment 1 Excel spreadsheet which contains 1 year of historical scheduled appointments and applicants processed production data for all locations.

47 How are the appointments scheduled by US Courts and other USCIS offices communicated to the contractor?

Answer

All appointments for ASC’s are conducted via the NASS scheduler and the UK VISA manifest. US courts and other USCIS offices do not schedule into NASS; however, they do have utilities that allow them to generate an appointment notice and the applicant shows up as an unscheduled walk-in to an ASC. This volume is not communicated to the contractor. The walk-in rate can be roughly estimated by comparing the processed applicants against the scheduled applicants report that is provided with this response. (NOTE: HISTORICAL

NUMBERS REFLECT BIOMETRIC COLLECTION ONLY. THE FUTURE REQUIRMENT WILL INCLUDE IN TOTAL A MIX OF BOTH BIOMETRIC

COLLECTION AND IDENTITY VERIFICATION. SEE DRAFT PWS SECTION 2 – BACKGROUND).

Per the April 2011 production report entitled InvoiceProductionReportApr1302011 , approximately 31% of all appointments are rescheduled

(8,206 out of 256,404).

Answer The rescheduling rate based on this data is only 3.2% NOT 31% of all appointments.

Please provide additional information about rescheduled appointments. For example, how is rescheduling information communicated to the contractor, especially if the weekly scheduling report has already been distributed?

Answer The average rate of about 4% of applicants who reschedule should be considered by the vendor; however, traditionally walk-in’s tend to effect this delta.

Please advise any historical data or averages on “walk ins” (i.e., applicants who have scheduled appointments but appear on earlier dates and accommodated). For example, what is the average percentage for daily “walk ins” and does this vary by location, district and/or region?

Answer

The walk-in rate can be roughly estimated by comparing the processed applicants against the scheduled applicants report that is provided with this response. (NOTE: HISTORICAL NUMBERS REFLECT BIOMETRIC COLLECTION ONLY. THE FUTURE REQUIRMENT WILL INCLUDE IN

TOTAL A MIX OF BOTH BIOMETRIC COLLECTION AND IDENTITY VERIFICATION. SEE DRAFT PWS SECTION 2 – BACKGROUND).

Please provide any historical data or averages on “no shows” (i.e., applicants who have scheduled appointments but do not arrive at that date/time). For example, what is the average percentage for daily “no shows” and does this vary by location, district and/or region?

Answer Currently this is not tracked.

52 Is Edition 2009 of the ASC SOPs the most current version? If not, please provide the most recent SOPs.

Answer Researching most current version as the ASC SOP is currently under revision.

Per RFI section Task 4.6.3. Procurement/Logistics Management, “ 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.” Please advise if the items referenced above will be turned over as GFE to the incoming contractor and, if so, average replenishment rates for these items.

Answer Yes, all GFE will be turned over to the incoming contractor. Replenishment is performed on an as needed basis, replenishment rates are not tracked. Please see attached non-TE and TE report for all items.

54 Please provide recent non-Technical Equipment and Technical Equipment reports.

Answer Please see attachment 2, Annual Inventory Report_ASC GRP_ as of 31 August 2016.

55 Please provide a list of any systems included as GFE.

Answer LiveScan Biometric Capture Machines.

56 Does this include computer network and telephony capabilities at SA sites?

Answer Yes, the USCIS network, server room and all T-1 lines along with telephone capabilities will be made available to the incoming contractor and be provided and maintained by the Government.

57 What network and internet access capabilities are available at the COLOs?

Answer Government provided USCIS network and internet access are available at Co-Located Facilities (COLO’s) and Stand-Alone Facilities.

Will offerors be required to submit resumes for all 13 Key positions or a subset thereof? Requiring 13 Key Personnel resumes seems to favor the incumbent.

Answer TBD – requirements will be outlined in the RFP, they are under development at this time.

In what format are the BBSS reports for per workstation biometric data available for download? For example, are they available in Excel

(.csv)?

Answer The Benefits Biometrics Support System has been replaced by Customer Profile Management System and the reports can be pulled from

SMART and are available in Excel format.

Does the contractor have to build from scratch all computer network and telephony capabilities in order to connect to corporate systems?

Does building these networks provide a security issue?

Answer

The ASC contractor is required to provide the telephone systems and service (which will be turned over at existing stand-alone and COLO facilities). The computer networks (equipment and service) at SA and COLO facilities are designed and provided by the Government. The

Contractor must provide cabling for new SA locations if and when they are built out. Building these networks do not provide a security issue as they are built out by the Government.