Q&As_RFI_Responses.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

Questions and Answers 61 - 197 - Site Visit to ASC on 3/6/17 and 3/7/17 posted to FedBizOps 5 May 2017 Questions and Answers 198 - 315 - DRAFT Solicitation and DRAFT Attachments posted to FedBizOps 5 May 2017

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?

FOR INFORMATIONAL PURPOSES ONLY

NOTE: If there is a conflict between an answer provided and the final Request for Proposal (RFP), and/or it's attachments, the final RFP with attachments takes precedence.

Industry Questions and Government Answers Regarding ASC Re-compete (last updated 5 May 2017)

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.

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?

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.

59 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?

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.

61 What is the ratio/best estimate of applicants to guests?

Answer The government does not capture any statistics on this ratio.

62 What time do applicants show up if their appointment is at 10 am for example?

Answer In this example, the applicants are asked to arrive at the ASC at 10AM.

63 What is the hand motion that the applicant makes while speaking with the guard?

Answer The guard is checking applicants’ hands for bandages or any temporary issues that would prevent the biometric technicians from collecting their fingerprints that day.

64 How soon is the scheduling manifest provided?

Answer The manifest is provided two weeks in advance. The schedule is printed from National Appointment Scheduling System (NASS) on Friday before midnight. The schedule is for one week’s worth of production. See draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV).

65 Is the manifest a push or pull?

Answer The manifest is pulled from NASS by the Contractor, who has access to the system.

66 What is the system?

Answer NASS is the scheduling system owned by Government, which generates the appointment schedules and applicant appointment notices.

67 How many applicants are scheduled?

Answer Applicants may be scheduled up to 6 applicants per hour per LiveScan machine for biometric collection and up to 12 applicants per hour per LiveScan machine for identity verification per draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV).

68 How many people are required to be at the front-desk in each ASC and what determines that?

Answer The contractor is responsible to provide the staffing solutions. The ASC Immigration Services Officer (ASC ISO; a federal employee on site) does not perform any of the front-desk functions.

69 What are the steps taken if fraudulent document are provided?

Answer The ASC ISO is called to review potentially fraudulent documents. If the documents are determined to be fraudulent, the ASC ISO will contact his/her supervisor and will be given instructions to either have the applicant processed or turned away.

70 Is an additional receptions required to check IDs and verify the AIWS (Applicant Information Worksheet)?

Answer It depends upon the offeror’s staffing solution because of the ASCs differing sizes of the facilities and corresponding applicant volumes.

71 What is the purpose of the corner office?

Answer Each ASC has at least two offices on site: one for the Contractor’s site supervisor and one for federal ASC ISO.

72 Is the Site Supervisor a contractor?

Answer Yes.

73 What are the numbers that the applicant has?

Answer The applicant was given a number in line to see the ASC ISO. This occurs when the applicant is missing his/her notice or there is a problem that requires the ASC ISO.

74 Is the office for the Site Supervisor and the ASC ISO separate?

Answer Yes, both offices are separate.

75 Is there an additional guard on site?

Answer Yes, due to the size of this facility, two guards are required at the Alexandria, VA ASC.

76 Lease will also be posted?

Answer Yes

77 Are the leases fundamentally the same in regards to T&C?

Answer Yes. Leases are intended to be standard. However, they do vary slightly due to negotiations with landlords.

78 Are there two sets of LiveScan machines per cubicle?

Answer Not always; however, this is the standard set-up at the Alexandria, VA ASC.

79 Are the LiveScan machines all the same?

Answer Yes, all LiveScan equipment is the same. The government just finished a deployment of new equipment on 2/15/2017.

80 Why is the applicant approaching the guard on their way out?

Answer The applicant needs to drop-off his/her completed customer satisfaction survey card to the box located on guard's desk.

81 Is there a standard break room for the staff?

Answer Please see draft PWS Task 4.6.3.

82 Who is the vendor for LiveScan equipment?

Answer MorphoTrak, LLC

83 Are fingerprints the only thing collected at this time?

Yes, at this time, we are only collecting fingerprints, photographs, and signatures as described in draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV). However, also described in that section of the PWS, the collection of other biometric modalities may be possible in the future.

84 When is the Identity Verification (IV) process estimated to start?

Answer Anticipated by the end of this year, FY17.

85 Since you are processing multiple codes: 1, 2, and 3 - how does the staff know what code they need to process?

Answer The code is indicated on the applicants’ appointment notices.

86 Is the applicant ID checked again after the initial check performed by the guard?

Answer Yes, the biometric technician will check the ID again just before he/she begins processing the applicant to ensure the biometrics are associated with the correct person.

87 What does the applicant use for the IDs?

Answer Driving license, passport, state - issued ID.

88 Does the family come with the applicant?

Answer The family may accompany the applicant. They generally wait in the waiting area unless it is a young child or someone interpreting languages for the applicant. The young child may come in with the parent to take biometrics.

89 Does the LiveScan machine do a quality check for fingerprints?

Answer Yes, the LiveScan machine will perform a quality check, provide an FBI NFIQ score, and indicate if prints are good/bad quality. But, the biometric technician must also verify based on his/her experience that the fingerprints captured are of good quality.

90 How is the rejection rate determined?

Answer

The rejection rate is determined after submission to the FBI. Every applicant is given two attempts for successful classification of fingerprints. If the first set gets rejected, the applicant is automatically rescheduled to come back to the ASC for a second attempt. If the second attempt is successful, this counts against the Contractor’s reject rate. If the second attempt also gets rejected, then the applicant is determined to be unclassifiable and this does not count against the Contractor’s reject rate.

91 What is the method of notification from FBI?

Answer It is an electronic notice, generally within 30 minutes.

92 Can you override the system to send bad-quality prints to FBI?

Answer Yes.

93 Can you re-do the prints even if the System does not tell you to?

Answer Yes, the biometric technician can decide to re-take the prints based on his/her experience to ensure that prints submitted are of good quality.

94 Where are the stickers that are placed on their green-cards?

Answer The ASC ISO maintains them in a safe and provides stickers required for each day based on the number of I-90 applicants indicated on the manifest.

95 If an applicant in Miami needs rescheduling, does the Alexandria ASC issue the notice?

Answer Yes, the Alexandria, VA ASC does the rescheduling for all ASCs.

96 Do we allow walk-ins?

Answer

Yes. Examples typically include, applicants who are either early or late for an appointment, applicants who were previously turned away due to the site’s inability to process them (ex. inclement weather), I-589 Asylum applicants, and Canada and UK Visa applicants. Canada and UK applicants appear similarly to walk-ins, as we do not maintain their scheduling, Canada and the UK do. We receive the manifests from those countries only two days in advance. Reference draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV).

97 Can an applicant walk in to reschedule his/her appointment?

Answer Yes. While this not the preferred approach (preferred approach is to mail the appointment notice to the Alexandria, VA ASC requesting a new appointment), it is possible and is typically accomplished by the ASC ISO.

98 What is the purpose of scheduling applicants on the hour, for example?

Answer Two purposes: (1) To give the applicants flexibility in arrival, as people are not always punctual and (2) to allow the Contractor flexibility in processing the applicants within that hour. Reference draft PWS TASK 4.1. BIOMETRICS.

99 Is all the check-in via paper?

Answer At this time, yes.

100 Is the mailing of the appointment notice part of the Standard Operating Procedures (SOP)?

Answer This is outside of the scope of the SOP. The government manages the printing and mailing of the paper appointment notices.

101 What type of information is being collected on Applicant Information Worksheets (AIW)?

Answer A copy of the AIW will be posted.

102 Is the AIW the worksheet to collect the additional information?

Answer Yes, the AIW collects additional information needed to process the applicants.

103 How does the applicant know what they are coming for?

Answer Their appointment notice will have that information included on it. The government intends to post a sample appointment notice.

104 Who is responsible for the security of the ASC site?

Answer The security guard at each ASC site.

105 Is the queuing system provided by the Government?

Answer No, the queuing systems are provided by the Contractor.

106 What is the average of people scheduled per hour?

Answer Applicants may be scheduled up to 6 applicants per hour per LiveScan machine for biometric collection and up to 12 applicants per hour per LiveScan machine for identity verification per draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV).

107 Does the U.K. and Canada visa applicant bring the same notices?

Answer No, the Visa countries provide the notices. We work with them to ensure that their notices are very similar and work with our system.

108 Is the U.K. and Canada visa applicant scheduling done thru NASS also?

Answer No, different systems. Each country is provided a window to which they schedule the applicants to come into the ASCs.

109 Are the U.K. and Canada visa applicants scheduled 6 per hour also?

Answer No. The have a designated time window during the day and they can walk-in for their appointment. However, they must be processed at the rate of 6 per hour (within 10 minutes).

110 What is the Government rule on determining the number of guards or receptionists per ASC?

Answer The Government determines the number of guards needed per site, which is typically based on the applicant volume at an ASC, the size of an ASC, and/or the amount of crime in the area. Guards are required and are listed in Attachment B to the draft PWS.

111 Do you experience higher volumes during certain events/ time of year?

Answer Yes, during the winter months the volume is lower and in the summer months the volume is higher. The historical production data is available for seasonality and trend analyses, posted to FedBizOpps on 13 Apr 2017.

112 Are all LiveScan machines the same in all ASCs?

Answer Yes, this is new equipment. MorphoTrak. LLC is the vendor.

113 What do you do when the LiveScan machine breaks?

Answer

MorphoTrak provides helpdesk support via a 1-800 number, where the biometric technician can call and put in a service request ticket.

MorphoTrak will attempt to fix the issue telephonically or remotely, if possible. If not, MorphoTrak will send a technician on-site to repair the machine. Additionally, in order to continue processing applicants after a machine becomes unusable, typically, a site will switch over to an unused LiveScan machine, if available. In the rare event that applicants have to be turned away, it would not be the fault of the ASC Contractor.

114 Are the ASC signs in different languages?

Answer No, only in English.

115 Do you provide interpreters?

Answer No, typically applicants will bring a family member along who will act as an interpreter. Also, bilingual staff is encouraged (per the draft PWS Task 4.6.4. Personnel Management). The process may even be accomplished with hand gestures, if necessary.

116 Who is required to check-in up front, the applicant?

Answer Yes, only the applicant checks in; their family members do not.

117 In case of an emergency; do you need to know how many people are in the facility?

Answer The guard is responsible for adhering to local safety code regulations and ensuring occupancy thresholds are not exceeded. If an emergency occurs, the guard or site supervisor may need to relay that information to emergency personnel.

118 Who decides how many staff on site in each ASC is required?

Answer The Contractor makes that determination via its staffing solution.

119 Is the actual data available to see how many people are being processed?

Answer Yes, historical data has been provided via FedBizOpps on 13 Apr 2017.

120 What action do you take when the fingerprints are not of a good quality?

Answer The biometric technician will attempt to capture the best sets of fingerprints possible, using moisturizing/drying supplies, etc. and submit them to the FBI. If the first set of fingerprints is rejected by the FBI, the applicant will automatically be rescheduled to come back into the ASC for a second and final fingerprint collection and submission.

121 What is the time response from FBI?

Answer On average, the response time is 30 minutes. The applicant does not wait for it in the ASC.

122 Has the time and motion study been done to see how long it takes to process an applicant?

Answer Yes, it was performed prior to the award of the contract in 2006.

123 How does the applicant send in his/her rescheduling notice?

Answer FedEx, UPS, USPS, DHL, etc. It is the applicant's choice.

124 What do you do with the customer satisfaction data?

Answer Each day, the Site Supervisor and the ASC ISO unlock the customer comment card box and review the results together. The customer satisfaction data is compiled by the Contractor and reported to the COR as a written deliverable on a monthly basis, per the draft PWS in section

12.4. Monthly Report. The data is also sampled and reviewed by the COR.

125 Would the contractor be allowed to capture this data electronically?

Not for proposal purposes; however, a change in the process would have to be agreed upon by the contractor and the government and the ASC SOP would have to be updated post-award.

126 Is the guard included in the contract?

Answer Yes, the guard is required to be provided by the contractor at the stand-alone ASCs per attachment B of the DRAFT PWS.

127 Who collects the fingerprints, the technician or the applicant?

Answer The biometrics technician.

128 Who provides supplies?

Answer The contractor provides supplies.

129 Where does the U.K. and Canadian visas applicant fingerprints go?

Answer They go to the U.K. and Canada directly. USCIS sends USCIS applicants’ fingerprints to the FBI via IDENT.

130 How do we collect customer satisfaction cards?

Answer By the collection box. After a biometric technician finishes fingerprinting the applicant, he/she provides the applicant with the customer comment card and asks the applicant to complete the survey and drop it into the locked collection box.

131 Do the biometric technicians stand 8 hours a day?

Answer This is the contractor's discretion.

132 Customer satisfaction cards are all in English?

Answer Yes.

133 Does the Government have data showing which languages are used in ASCs (English, Spanish, Chinese, etc.)?

Answer No, the government does not have this data.

134 How do you verify the identity of the applicant?

Answer We check their government-issued identification, their appointment notice, and compare them to the scheduling manifest. IAW SOP.

135 Does the LiveScan system validate the data?

Answer Yes, limited data validation.

136 What happens when there is a discrepancy in the data provided by the applicant, such as eye color, etc.?

Answer For issues that cannot be resolve, the ASC ISO will assist and make the final determination.

137 Do all the mobile units have the same hardware as the cabinet units?

Answer As much as possible, yes. The mobile equipment leverages a Panasonic Toughpad tablet instead of a computer inside of a cabinet and the peripherals are essentially the same with a few exceptions (ex. wireless keyboard and mouse, no monitor, no Uninterrupted Power Supply (UPS), and no signature pad. The software is the same.

138 Can you run multiple shifts at ASC?

Answer

Yes. The business hours and the applicant scheduling of the ASCs are determined by the government. The staffing solution is up to the contractor. Additionally, for example, in the event that applicant volume surges and necessitates double shifts, the government will adjust the business hours and scheduling at the ASCs and will coordinate with the contractor to ramp up staffing to accommodate the double shifts.

Reference draft PWS 8. HOURS OF OPERATION.

139 Is the Government Furnished Equipment (GFE) provided?

Answer Yes. Additionally, the Contractor will be required to purchase GFE and the government will later reimburse it under Material/Equipment CLIN.

140 How is the IT support provided?

Answer MorphoTrak provides the IT support for all the LiveScan equipment via phone or on-site. All of the other IT support is provided through a different contract, which maintains the computers/equipment on site, to include hardware support.

141 What do you do in the event that the LiveScan machines break?

Answer

MorphoTrak provides helpdesk support via a 1-800 number, where the Contractor can call and put in a service request ticket. MorphoTrak will attempt to fix the issue telephonically or remotely, if possible. If not, MorphoTrak will send a technician on-site to repair the machine.

Additionally, in order to continue processing applicants after a machine becomes unusable, typically, a site will switch over to an unused LiveScan machine, if available. In the rare event that applicants have to be turned away, it would not be the fault of the ASC Contractor.

142 Are both offices on site the Contractor’s?

Answer No, one office is the Site Supervisor (Contractor) and the second office is the ASC ISO (Federal employee).

143 Why do Canadian visas require slap fingerprints only?

Answer It is the Canadian requirement to take slap fingerprints.

144 What do you do when the applicant does not want to return the customer satisfaction card?

Answer No action is taken.

145 Is the receptionist responsible to verify the eye color, hair color, etc. of the applicant?

Answer No, the biometric technician will verify this information with the applicant.

146 Can the biometric technician return an applicant based on the incorrect information provided, such as hair/eye color?

Answer For issues that cannot be resolve, the ASC ISO will assist and make the final determination.

147 Is there assistance with the languages on site?

Answer No, typically applicants will bring a family member along who will act as an interpreter. Also, bilingual staff is encouraged (per the draft PWS Task 4.6.4. Personnel Management). The process may even be accomplished with hand gestures, if necessary.

148 Is there assistance with the AIW form on site?

Answer The receptionist may provide this assistance.

149 Are all Asylum applicants also scheduled two weeks in advance?

Answer No, they are not scheduled in NASS. They are considered “walk-ins.” However, they do appear with appointment notices without appointment dates and times, but with 2D barcodes so, Asylum applicant processing is easily possible.

150 Do you change the number of staff on site due to scheduling?

Answer This is up to the contractor to provide the staffing solution.

151 How does the contractor receive the schedule?

Answer The manifest is provided two weeks in advance. The schedule is printed from National Appointment Scheduling System (NASS) on Friday before midnight. The schedule is for one week’s worth of production. The manifest is pulled from NASS by the contractor, who has access to the system. Reference draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV).

152 When does the time start for processing an applicant?

Answer The time starts when the biometric technician calls up the next applicant to be processed and greets him/her.

153 Is timing measured electronically?

Answer No, not at this time. It is a manual process.

154 What is the number that the applicant is given?

Answer At the Alexandria, VA ASC, an electronic queuing system is used and each applicant is issued a number by the receptionist. Applicants are then processed in First-In First-Out (FIFO) order by number.

155 Are the U.K. and Canadian visa slap fingerprints only?

Answer Yes, that is correct for Canada. Canada Visa applicants have only slap fingerprints captured. All other applicants, including UK Visa applicants, have slap and rolled fingerprints collected.

156 Does biometric technician record his/her production time?

Answer Yes, the biometric technicians have clocks, so they can track their production time.

157 Who is responsible for training biometric technicians?

Answer The Contractor is responsible for training the biometric technicians. The ASC SOP specifies how to complete work. The SOPs are applied to all ASCs nationwide.

158 What happens to the AIWs after the fingerprints are taken?

Answer The AIW is not retained and is given back to the applicant. The Contractor Processing Form (CPF) is cut in half, the top is provided to the applicant as a “receipt” and the bottom half is retained for proof of processing. A sample CPF will be posted.

159 What happens to the LiveScan machines once power is out?

Answer The LiveScan machines have Uninterrupted Power Supplies (UPS) that allows the machines to continue running on backup power for several hours, and preventing the loss of applicant transaction records.

160 Can the applicant reschedule their appointment by calling in or do they need to mail in their appointment notice?

Answer They must mail in their appointment notice in order to reschedule their appointment. If an applicant calls the USCIS 1-800 number, he/she will be instructed to mail in the appointment notice, requesting a new appointment.

161 Does the customer walk out of the ASC with a verification of their fingerprint being accepted?

Answer No, if the fingerprints are not accepted by the FBI, they will receive a new ASC appointment notice the mail, explaining that their fingerprints were not accepted by the FBI and that they need to appear at the ASC for a second attempt. If their fingerprints are accepted, the applicant is not notified; instead, he/she will receive correspondence of the next step in the process.

162 What is the timeframe for the RFP?

Answer As soon as possible after the pre-solicitation conference and internal government reviews.

163 If this is the 4th biggest ASC site; what are the top three? Please provide the addresses for the three sites.

Answer Correction, Alexandria was the 5th largest volume site in FY16. In FY16, the top 5 sites, based on volume, were: (1) XNO – Elizabeth, (2) XNI – Brooklyn, (3) XAC – Atlanta, (4) XMA – Hialeah, and (5) XDE - Alexandria

164 Do you have a script that the receptionist follows?

Answer No, we do not have a script for them.

165 The data provided show that many ASCs process more applicants than originally scheduled. Can you explain why that is?

Answer When this occurs, it is because more “walk-ins” get processed than scheduled applicants who did not show up (i.e. “No Shows”).

166 Is there a lunch room/break room for staff?

Answer Yes, every ASC has lunch room/break room for staff.

167 What are the required supplies?

Answer Supplies are office supplies and items (typically consumables) necessary for processing applicants. Examples include: customer satisfaction cards, paper, pens, scissors, clipboards, latex gloves, spray water bottles, lotion, disposable towels, moist towelettes, etc.

168 Is there a storage room on site?

Answer Yes, every ASC has a storage/supply room on site and also an IT closet. Reference draft PWS Attachment A.

169 The LiveScan machines are capable to do some quality control of the fingerprints. Is there other quality control metrics?

Answer The draft PWS Task 4.6.5. Quality Control Program Standards describes the quality control requirement and the performance metrics are included in Attachment F to the draft PWS.

170 What happens when the applicant gets hurt while in the facility?

Answer See DRAFT PWS para 4.6.2.

171 What do you do when you forward biometrics to FBI for processing and the FBI discovers that the applicant is wanted?

Answer The ASC would not have this information and therefore, would not take any action against the applicant.

172 What happens if the Contractor comes up with a new way to process things, such as using some additional equipment (ex. iPads)?

Answer

For proposal purposes, all approaches must be in accordance with PWS and SOP. During contract administration this is possible and encouraged.

However, the government and the contractor, together, must determine the feasibility, the benefits and costs to the program, whether the equipment will be contractor-furnished or GFE, how the equipment will connect to the internet or USCIS Network, etc. Any new processes have to be updated in the ASC SOP.

173 What can the applicant do when he/she loses his/her appointment notice?

Answer The applicant can call the USCIS 1-800 number and be provided with the appointment information. When the applicant appears at the ASC, a new appointment notice will be printed for the applicant.

174 What do you do when the applicant does not show up to their appointment?

Answer USCIS will reschedule the no-shows.

175 Are you going to post the site visit attendee list?

Answer The attendee list was posted to FedBizOpps on 16 Mar 2017.

176 Does the ASC follow the Government work schedule?

Answer Yes, all ACS follow the government schedule; holidays and weather-related events.

177 Is the manifest locked in or can you make adjustments to it?

Answer

The manifest is mostly locked-in, as all of the automated scheduling will have completed. However, appointments may be manually added up until the date and time of the appointment. Manual appointments typically account for a very small percentage. Since the contractor has access to NASS, it will always be able to pull the latest version of the manifest. Reference draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY

VERIFICATION (IV).

178 What is the volume of Asylees coming to ASCs?

Answer The historical data was posted to FedBizOpps on 13 Apr 2017.

179 What is the volume for U.K. and Canadian visas?

Answer The historical data was posted to FedBizOpps on 13 Apr 2017.

180 How many LiveScan machines do you have?

Answer Currently, there are 544 LiveScan machines deployed at the ASCs nationwide, per draft PWS Attachment B.

181 How do you do the training for all biometrics technicians?

Answer There is also a user guide for the LiveScan machines, which will be provided to the contractor. It is the contractor's responsibility to train employees.

182 On average; how long it takes a biometric technician to collect the fingerprints?

Answer It depends if the biometric technician has experience and if the applicant’s fingerprints are good quality. The draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV) and also Attachment F to the draft PWS require applicants to be processed at a rate of 6 per hour or within 10 minutes (60 minutes/6 applicants).

183 What are the additional computers used for in the ACS?

Answer

Mandatory USCIS training. Also, Permanent Resident Card (I-551) extension sticker application for I-90 applicants. An extension sticker is applied to the back of the card and the serial numbers are entered into the online Customer Profile Management System – Extension Sticker Issuance (CMPS-ESI) system for tracking purposes. I-90 applicant historical data has been posted, so that historical extension sticker volumes may viewed by ASC. Reference draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV).

184 Is the ASC staff required to wear uniforms?

Answer At contractor's discretion. However, guards (unarmed) are required to wear uniforms IAW DRAFT PWS para 5.2.3.

185 Do all of the rescheduling notices get mailed to this ASC?

Answer Yes. The Alexandria, VA ASC is the only ASC nationwide with a rescheduling office.

186 What is going to happen when you add IRIS to this contract? Is this going to be GFE?

Answer If IRIS capture is to be added, the devices and capability will be provided by the government.

187 Do you have any recommendations regarding the required languages for the bilingual staff?

Answer No. However, the languages would be site-specific, depending on the applicant populations.

188 Is the scheduling of 6 applicants per hour per LiveScan machine a standard?

Answer Applicants may be scheduled up to 6 applicants per hour per LiveScan machine for biometric collection and up to 12 applicants per hour per LiveScan machine for identity verification per draft PWS TASK 4.1. BIOMETRICS CAPTURE & IDENTITY VERIFICATION (IV).

189 Are you tracking the time for applicant processing?

Answer Yes, this is a reported metric in the draft PWS 12.7. Production Report.

190 How many ASCs do you have?

Answer Currently there are 139 ASCs throughout the United States and U.S. territories. 62 locations are COLO sites and 77 are Stand-Alone sites, per the draft PWS 2. BACKGROUND.

191 Are the biometric technicians certified to use the equipment?

Answer No.

192 What is the maintenance/up keep on the LiveScan equipment?

Answer Biometric technicians do not perform any maintenance, other than wiping the fingerprint scanner platen clean after use.