Attachment_1._Performance_Work_Statement_Rev.3.pdf

HSSCCG-17-R-00033

Attachment 1

Administrative and Program Support Services USCIS Customer Service and Public Engagement Directorate (CSPED)

Department of Homeland Security U.S. Citizenship & Immigration Services

Administrative and Program Support Services Customer Service and Public Engagement Directorate (CSPED)

Performance Work Statement (PWS) Revision 3

August 4, 2017

1. Title of Project

Administrative and Program Support for the Department of Homeland Security (DHS) U.S.

Citizenship and Immigration Services (USCIS) Headquarters Programs in the Customer Service and Public Engagement Directorate (CSPED).

2. Place of Performance:

Onsite contract services will be performed at CSPED Headquarters in Washington, DC, USCIS Director’s Office, the Office of Policy and Strategy (OP&S) and at the Eastern and Western Telephone Centers as follows:

• Tasks 1 – 3: Onsite contract support will be provided at CSPED Headquarters – 111 Massachusetts Avenue NW, 6th Floor, Washington DC and the USCIS Director’s Office

• Task 4: Onsite contract support will be provided at the Customer Engagement Center East (CEC East), at 201 Varick Street, Room 1101, New York, NY 10014, and Customer Engagement Center (Customer Engagement Center West), at 300 North Los Angeles Street, Room 2373, Los Angeles, CA 90012

• Task 5: Onsite contract support will be provided at 20 Massachusetts Avenue NW, Suite 5110, Washington DC at the USCIS Director’s Office and the Office of Policy and Strategy Suite 1200

• Task 6: Onsite contract support will be provided at CSPED Headquarters – 111 Massachusetts Avenue NW, 6th Floor, Washington DC

3. Period of Performance

The period of performance (POP) for this contract is a base period of six (6) months with four (4)-twelve (12) month options periods and one (1)-six (6) month option period.

4. Scope

The Contractor shall provide administrative and program support to CSPED, OP&S and the USCIS Director’s Office, and the contact centers in Los Angeles and New York.

The Contractor shall assist each CSPED, OP&S and the USCIS Director’s Office with analysis, correspondence, documentation (web content), reporting, and administrative support services.

5. Specific Tasks

All tasking will be coordinated though the On-Site Team Lead

General Administrative Support Services: Task 1

The Contractor shall:

5.1.1 Use an online document tracking system to retrieve electronic mail and complete work assignments within the system;

5.1.2 Monitor and maintain general and shared USCIS email boxes daily, retrieve forward to appropriate personnel;

5.1.3 Attend and participate in meetings and training sessions as needed to perform program-related activities and collecting meeting notes and other work tasks at their designated location;

5.1.4 Perform general administrative functions in support of program office day-to-day operations including front desk coverage, greeting customers, answering telephones, faxing and filing and maintenance of global email listing and assisting in the timekeeping process;

5.1.5 File and store completed documents on computer hard drive or disk and/or maintain a computer filing system to store, retrieve, update, and delete documents;

5.1.6 Assist with preparation of travel authorizations, vouchers, monitor and maintain reports on travel budget and expense reports using the automated travel planning system;

5.1.7 Manage daily schedules through Microsoft Outlook;

5.1.8 Arrange meetings, facilitate conference usage, including assisting with the preparation of agendas, obtaining background materials, and notifying and sending reminders to attendees;

5.1.9 Create and complete multiple assignments using a variety of software packages to include Windows, MS Work, Excel, Access, PowerPoint, Adobe Acrobat Pro, or equivalent software to create, update, and edit a wide range of documents and reports;

5.1.10 Provide administrative support to the Directorate Chief, Deputy Chief, and other personnel with daily operations and project-related activities and events;

5.1.11 Review files and other documents to obtain information to respond to requests;

5.1.12 Type and proofread correspondence, announcements , surveys, reports, text, and other written material from rough drafts or corrected copies;

5.1.13 Compile data from records in support of periodic reports;

5.1.14 Review correspondence for format and typographical accuracy and assemble the information into a prescribed form with the correct number of copies;

5.1.15 Maintain files and control records to show correspondence activities;

5.1.16 Route correspondence to other departments for reply;

5.1.17 Transmit information or documents, using computer, mail, or facsimile machine;

5.1.18 Open, read, route, and distribute incoming mail or other materials and answer routine letters;

5.1.19 The Contractor shall assist in setting up informational booths/tables at events relative to the CSPED and USCIS missions;

5.1.20 The Contractor shall make requests for printing using Government Printing Office (GPO) and ensure timely delivery of printed training materials;

5.1.21 The Contractor shall monitor office supply levels and recommend replenishment as needed, including completion of necessary electronic and hard copy documentation to facilitate purchases as determined by the Government;

5.1.22 The Contractor shall conduct program research and data collection, and create and populate spreadsheets;

5.1.23 The Contractor shall assist with event outreach and marketing through a variety of conventional and multi-media channels;

5.1.24 The Contractor shall work with agency contact to archive records.

5.1.25 Qualifications

5.1.25.1 Minimum of 2 years of experience as an administrative assistant, virtual assistant or office admin assistant.

5.1.25.2 Experience using Microsoft Office Products.

5.1.25.3 Experience using office equipment, like printers and fax machines.

5.1.25.4 Minimum of a High School degree.

Executive Administrative Assistant Services: Task 2

The Contractor shall:

5.2.1 Assist in the preparation of reports, memos, letters, and other documents using Microsoft Office software (e.g., Word, Excel, Outlook, PowerPoint, etc.);

5.2.2 Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees, and board of directors;

5.2.3 Answer telephone calls and direct calls to appropriate parties or take messages;

5.2.4 Attend meetings to record minutes at their designated location;

5.2.5 Maintain appointment schedule by planning and scheduling meetings for the Senior Executive;

5.2.6 Greet CSPED visitors and notify government official of arrival for appointments; ;

5.2.7 Collect and compile incoming memos, submissions, reports, and distribute as necessary;

5.2.8 Perform general office duties such as copying, setting up conference calls, scheduling meetings, etc.;

5.2.9 File and retrieve corporate documents, records, and reports;

5.2.10 Open, sort, and distribute incoming correspondence, including faxes and email;

5.2.11 Make travel arrangements for executives.

5.2.12 Qualifications:

5.2.12.1 Minimum of 5 years of experience as an executive administrative assistant supporting senior level management.

5.2.12.2 Experience using Microsoft Office Products.

5.2.12.3 Experience preparing reports, analyzing data, and suggesting solutions for senior level management.

5.2.12.4 Minimum of a Bachelor’s degree

Analyst Support Services: Task 3

The Contractor shall:

5.3.1 Assist in writing content for Contact Center scripts, fact sheets, Hot Topics, USCIS Internet and intranet sites, and other USCIS products;

5.3.2 Update and revise existing Contact Center scripts, fact sheets, Gateway and reading room guides, Hot Topics and USCIS Internet and intranet sites, and other USCIS products with changes in immigration and nationality law, regulations, policy, and USCIS business processes;

5.3.3 Monitor the USCIS web site and identify changes and update as needed for the USCIS Gateway System;

5.3.4 Provide customer support/service for the Service Request Management Tool (SRMT) by creating user names and activating and deactivating accounts. Also responsible for creating and editing SRMT macros and forms matrix;

5.3.5 Conduct research via internet, informational meetings and other resources and work with CMO staff to obtain information for writing and updating Contact Center scripts, fact sheets, web content, and other USCIS products (e.g., forms instructions);

5.3.6 Maintain and track daily status reports on tasks and ongoing projects to provide status updates to USCIS management;

5.3.7 Provide English/Spanish language translations (if the contractor is fluent in Spanish, this is desired but not required), as needed in the Content Management Office for online document script within CSPED;

5.3.8 Assist with data collection and reporting for call monitoring and quality assurance projects for the NCSC for Tier 1 and Tier 2 telephone contact centers;

5.3.9 Perform data collection using quantitative and qualitative analysis to study and evaluate program needs;

5.3.10 Use Microsoft Office Suite, such as Excel, Word, PowerPoint and Access to produce statistical data reports, charts, and presentations related to project activities; as well as all other software programs identified by the program office;

5.3.11 Prepare presentations and management briefings;

5.3.12 Conduct research to assist program needs;

5.3.13 Assist in the preparation of management reports defining and evaluating problems and recommending solutions. Gather and organize information on problems or procedures;

5.3.14 Analyze data gathered and develop solutions or alternative methods of proceeding.

5.3.15 Qualifications:

5.3.15.1 Minimum of 3 years of experience working as a data analyst or business data analyst.

5.3.15.2 Technical experience with data models, database design development, data mining and segmentation techniques.

5.3.15.3 Experience with reporting packages (Business Objects, etc.), databases (SQL, etc.), and programming (XML, Javascript, or ETL frameworks).

5.3.15.4 Experience using statistical packages for analyzing datasets (Excel, SPSS, SAS, etc.).

5.3.15.5 Experience collecting, organizing, analyzing, and disseminating information.

5.3.15.6 Experience with queries, report writing and presenting findings.

5.3.15.7 Minimum of a Bachelor’s degree in Mathematics, Economics, Computer Science, Information Management or Statistics from an accredited institution.

Call Center Administrative Support Services: Task 4

The Contractor shall:

5.4.1 Assist with program related activities at the Contact Centers in the following locations:

1..1. Customer Engagement Center East, (CEC East), at 201 Varick Street, Room 1101, New York, NY 10014; and

1..2. Customer Engagement Center West, (CEC West), at 300 North Los Angeles Street, Room 2373, Los Angeles, CA 90012.

5.4.2 Support the Contact Center Directors and personnel with daily operations and project related activities. Coordinate and schedule meetings and conferences.

5.4.3 Maintain calendars in MS Outlook and coordinate meetings as directed by the Government. This also includes, tracking action items and commitments from CSPED headquarters personnel.

5.4.4 Provide administrative support to Immigration Service Officers (ISOs) as needed.

5.4.5 Assist with travel arrangements and process travel management documents for Branch Chiefs or other employees.

5.4.6 Qualifications:

5.4.6.1 Minimum of 2 years of experience as an administrative assistant, virtual assistant or office admin assistant.

5.4.6.2 Experience using Microsoft Office Products.

5.4.6.3 Experience using office equipment, like printers and fax machines.

5.4.6.4 Minimum of a High School degree.

Special Assistant: Task 5

The Contractor will support the USCIS Director and Chief of Staff and OP&S to carryout Special Assistant duties and responsibilities:

5.5.1 Assist in the preparation of reports, memos, letters, and other documents using Microsoft Office software (e.g., Word, Excel, Outlook, PowerPoint, etc.);

5.5.2 Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees and board of directors;

5.5.3 Answer telephone calls and direct calls to appropriate parties or take messages;

5.5.4 Attend meetings to record minutes at their designated location;

5.5.5 Maintain appointment schedules by planning and scheduling meetings for the Senior Executive;

5.5.6 Greet CSPED visitors and notify government official of arrival for appointments;

5.5.7 Collect and compile incoming memos, submissions, reports, and distribute as necessary;

5.5.8 Perform general office duties such as copying, setting up conference calls, scheduling meetings, etc.;

5.5.9 File and retrieve corporate documents, records, and reports;

5.5.10 Open, sort, and distribute incoming correspondence, including faxes and email;

5.5.11 Make travel arrangements for executives;

5.5.12 Serve as the special assistant to the Director, providing administrative management operational support;

5.5.13 Use Government-furnished equipment to provide continual updates, including outside normal office hours, to the Director regarding pending travel and schedule changes;

the Special Assistant is eligible to telecommute as necessary in performing duties for the Director’s Office;

5.5.14 Brief the Director, Chief of Staff, and senior counselors daily on upcoming events, meetings, and pertinent issues;

5.5.15 Assist and identify the need for special projects;

5.5.16 Work with the director in planning, organizing, and overseeing the activities of the office.

5.5.17 Plan all aspects of research, scheduling and travel coordination for the USCIS Director;

5.5.18 Assist the USCIS Director on outreach tactics and support the Director’s involvement in substantive projects.

5.5.19 Qualifications:

5.5.19.1 Minimum of 5 years of experience as an executive administrative assistant supporting senior level management.

5.5.19.2 Experience using Microsoft Office Products.

5.5.19.3 Experience preparing reports, analyzing data, and suggesting solutions for senior level management.

5.5.19.4 Minimum of a Bachelor’s degree

Technical Writer: Task 6

The contractor shall:

5.6.1 Edit correspondence and other materials for communication with customers;

5.6.2 Organize materials and completes writing assignments according to set standards regarding order, clarity, conciseness, style, and terminology;

5.6.3 Ensure that documents are written in accordance with the agency’s style guide, which will be provided to the contractor, and editorial practices and style;

5.6.4 Ensure writing is easy to read and that documents and correspondence use plain language;

5.6.5 Review draft documents to ensure they are free of errors;

5.6.6 Fix grammar, punctuation, and spelling errors in documents and correspondence;

5.6.7 Ensure that names, places, and organizations are spelled correctly and that facts, dates, and statistics are accurate;

5.6.8 Edit, standardize, and make changes to material prepared by other writers;

5.6.9 Select charts, graphs, tables, and other non-textual material for enhancement to and inclusion within documents;

5.6.10 Create page layouts, especially regarding the placement of textual and non-textual material;

5.6.11 Understand the agency’s mission and programs and observe work processes and procedures to determine appropriate writing and editing practices;

5.6.12 Discuss issues with office personnel and read agency reports, documents, and other material to become familiar with office and agency practices to integrate writing and editing style;

5.6.13 Review draft materials and recommend revisions or changes in scope, format, content, as well as methods of publishing;

5.6.14 Help writers research topics and locate and contact sources throughout the development of documents;

5.6.15 Contact sources of information in documents and conduct online research;

5.6.16 Work closely with other writer/editors, suggesting changes to enhance a document’s readability, conciseness, and style;

5.6.17 Maintain records and files of work and revisions.

5.6.18 Qualifications:

5.6.18.1 Minimum of 5 years of experience working in a technical writing position.

5.6.18.2 Experience using Microsoft Office Products.

5.6.18.3 Minimum of 3 years of experience script writing.

5.6.18.4 Minimum of a Bachelor’s Degree.

6. Contract Personnel

The contractor will fill vacancies with contract personnel who are skilled, trained, and qualified to support specific job functions within each component as described within the scope of the

PWS.

USCIS core hours of operation are between 7 a.m. and 6 p.m. Monday through Friday, except Federal holidays as listed in 6.1. The contractor will be required to provide staff who will work eight (8) hours during these core hours.

Contractor staff will follow all policies, rules, and guidelines set by the DHS, USCIS, or other Government offices with these authorities. Contractor staff will adhere to all evacuation procedures as determined by each office location.

6.1 Government Holidays: All government offices will be closed for legal Federal holidays or any day specifically declared by an Executive Order from the President of the United States as a national holiday.

New Year’s Day 1st day of January (or observed) Martin Luther King Jr.’s Birthday 3rd Monday of January President’s Day 3rd Monday of February Memorial Day Last Monday of May Independence Day 4th day of July (or observed) Labor Day 1st Monday of September Columbus Day 2nd Monday of October Veteran’s Day 11th day of November (or observed) Thanksgiving Day 4th Thursday of November Christmas Day 25th day of December (or observed)

6.2 Telecommuting of Contractor Employees

Where operational considerations permit, episodic telework may be authorized for the contractor’s employees. Telework will be authorized on a case by case basis depending on the position in accordance with Contractor Corporate Telework Policy.

6.3 Contractor Training

Contract personnel may be required to attend training activities as a requirement to perform specific job functions or meet USCIS Security requirements. Specific training may be required for specific tasks, such as training in the DHS Document Tracking System (for CAO support).

Training will be both instructor led and online.

7. Key Personnel

The following personnel are designated as key:

• Team Lead

The individual assigned to the team lead position for the CSPED office in Washington, DC, will be responsible for overall daily operations and administrative support services of the contract.

The team lead will be the single point of contact for the COR. During any absence of the team lead, the team lead will designate an alternate to act for the contractor on all matters relating to work performed under this contract. The contractor will designate a Contractor team lead who will serve as the primary point of contact for communication between the government and the contractor regarding performance and operational concerns that may arise at the three (3) government offices, i.e. Washington, DC; New York, and Los Angeles.

The role of a team lead is to be the first point of contact to resolve issues between the government and a contractor employee. This includes staffing, problem escalation and resolution, performance monitoring, time and attendance, and leave issues, among others.

The skills and requirements for the individual assigned to the contractor lead position are:

• Organizational and management skills, time management, leadership, Microsoft Office skills, problem-solving skills, verbal and written communication and decision-making ability;

• Ten (10) or more years of experience as a team lead/manager in daily operations and administrative support;

• Bachelor’s degree is required.

8. Deliverables

The Contractor shall provide all submittals specified in the deliverable table for review and acceptance.

Unless otherwise specified, the Government will have ten (10) business days to review and provide comments to the Contractor prior to acceptance of all deliverables. The COR will review the submittal and notify the contractor if it is rejected or accepted.

The government has the right to reject or require corrections of any deficiencies. In the event of a rejected deliverable, the Contractor will be notified in writing by the COR of the specific reasons for rejection.

The Contractor shall have an opportunity to correct the rejected deliverable. The Contractor must respond with corrections within five (5) business days after receipt of Government comments.

If the deliverable is acceptable, the COR will send an e-mail to the Contractor notifying that the deliverable has been accepted.

All data, including but not limited to the deliverables listed on the deliverables table in section 8.8, shall be delivered with unlimited rights as per FAR 52.227-17.

8.1 Transition Support/In-Out Plan

The contractor will coordinate with the government in planning and implementing a complete transition to the contractor’s proposed support model. The incoming contractor shall coordinate and work with the incumbent contractor. The contractor shall submit a draft version of the Transition Plan with their proposal. The Transition Plan will be tailored to the requirement and include:

• Coordination with government representatives;

• Review and evaluate transition of current support services to include filling of vacancies;

• Plan for completing government-approved training and certification process;

• The contractor’s plan for submission of security packages for all new contract employees

• Transfer of all necessary business and/or technical documentation;

• Orientation phase and program to introduce government personnel, programs, and users to the contractor’s team, tools, methodologies, and business processes;

• Transfer of Government-Furnished Equipment (GFE) and Government-Furnished Information (GFI);

• GFE inventory management assistance;

• Final revised plan is due within five (5) business days following award. The final revised plan will be reviewed accepted by the COR and CO.

8.2 Program Management Plan

The contractor will develop a Program Management Plan that will consist of quality measurements, control policies, and procedures in accordance with standard industry practices for project administration, execution and tracking. The contractor shall submit a draft of the Program Management Plan with their proposal. The PMP will be reviewed and the government will provide comments within five business days following award. The final version is due five

(5) business days after the government provides comments on the draft Plan. The Program Management Plan will include the following:

• Contractor’s overall management approach, policies, and procedures including suggested project metrics;

• Detailed staffing plan that will identify solutions by the contractor to fill vacancies and ensure section 5 tasks including qualifications and deliverables are met;

• Identification of the contractor’s management structure and how contract employees will be supervised by the team lead;

• The Final Revised Program Management Plan will be due within five (5) business days after the government provides comments to the contractor on the draft plan.

8.3 Program Reviews

The contractor will plan and conduct program review meetings at the end of each quarter during the fiscal year. The meeting will take place within ten (10) business days following the last week of each quarter. The meetings will review progress, status of activities under this contract, and identify any problems with solutions. Each review will provide project briefings addressing cost/price, schedule, performance, and status of each key element of this contract, noting any problems or risks and alternative and recommended solutions. The contractor will take minutes during each meeting and provide one electronic report to the CO and COR within five (5) business days following the program review meetings.

8.4 Quality Assurance Plan (QAP)

A draft QAP shall be submitted within 5 business days of award. The final QAP shall be presented in electronic format following award in accordance with the deliverable table and reviewed every six (6) months and updated as necessary. At a minimum, the QAP shall include a self-inspection plan, an internal staffing plan to include the ability to fill vacancies within a reasonable timeframe, and an outline of the procedures that the contractor shall use to maintain quality, timeliness, responsiveness, customer satisfaction, and any other requirements of the

PWS.

8.4.1 General Quality Measures: The contractor’s success is directly attributable to the extent that the contractor’s collaborative contributions in providing support and documentation results in:

• Successful planning and execution of the responsibilities;

• Successful oversight and stakeholder response to the requirements; and

• Appropriate, accurate, and complete documentation.

In addition, the general quality measures set forth below will be applied to each deliverable or work product received from the contractor:

GENERAL QUALITY MEASURES

Accuracy – Deliverables will be accurate in presentation, technical content, and adherence to accepted elements of style. All deliverables will conform to the appropriate DHS directive and/or policy.

Clarity – Deliverables will be clear and concise and appropriate for the intended audience; plain language is preferred. Industry and technical terminology, acronyms, and complicated language will be avoided. All diagrams will be easy to understand and relevant to the supporting narrative.

Specifications Validity – All deliverables will satisfy the requirements of the government as specified herein.

File Editing – All text and diagrammatic files will be editable by the government using the Microsoft Office suite of products.

Timeliness – Deliverables will be submitted on or before the specified and/or agreed due date.

Quality Assurance/Acceptance – The COR will review for completeness draft and final work products and deliverables that the contractor submits, and may return them to the contractor for correction. Absence of any comments by the COR will not relieve the contractor of the responsibility for complying with the requirements of the contract.

8.5 Continuity of Operations Plan

The contractor will prepare and submit a draft Continuity of Operations Plan (COOP) to the CO and COR within fifteen (15) business days after the CO has issued the Notice to Proceed. The Final COOP will be submitted to the CO and COR five (5) business days following the receipt of government comments on the draft.

The Continuity of Operation Plan shall include the following:

• Description of the contractor’s emergency management procedures and policy;

• Description of how the contractor will account for contractor employees during an emergency;

• How the contractor will communicate with the government during emergencies;

• List of primary and alternate contractor point of contacts, each with primary and alternate:

o Telephone numbers o Email Addresses

COOP will be activated immediately after determining that an emergency has occurred. The COOP will be operational within twelve (12) hours of activation or as directed by the government and will be sustainable until the emergency situation is resolved and normal conditions are restored or the contract is terminated, whichever occurs first. In case of a life-threatening emergency, the COR will immediately make contact with the contractor team lead to ascertain the status of any contract personnel who are located in government-controlled space affected by the emergency. When any disruption of normal daily operations occurs, the team lead and the COR will promptly open an effective means of communication and verify:

• Key points of contact;

• Temporary work locations;

• Means of communication available under the circumstances (e.g., email, web mail, telephone, FAC, courier, etc.);

• Essential work products expected to continue production by priority.

The government and contractor team lead will make use of the resources and tools available to continue contracted functions to the maximum extent possible under emergency circumstances.

8.6 Monthly Report

The contractor shall submit one electronic copy of the monthly report to the CO and COR by the fifth (5th) business day of each month. The monthly report shall contain but is not limited to the following:

• Management Summary: Documenting by tasks any major problems/issues, and any significant progress or events;

• Other Information: Other information required include name, and labor category;

• Narrative: Description of work performed on task(s) during the reporting period and expected to be performed during the next month, including discussions of any problems/issues and recommendations for correction following due dates located in the delivery schedule. The contractor shall report task status in accordance with the milestones and objectives identified in the appropriate project plan.

8.7 Post-Award Conference

The contractor shall meet with the government CO, COR, and Program/Project Manager (PM) within ten (10) business days after contract award. The meeting will be held to establish the roles and responsibilities of the government officials who will administer the contract. Items discussed will include the authority of government personnel, administration of the contract, contract deliverable requirements, contract provisions, government procedures for monitoring and measuring performance, and contractor billing/payment procedures.

8.8 Deliverable Schedule

The contractor will provide deliverables as specified below. The contractor will provide the deliverables in electronic format, unless otherwise directed in the PWS. All documentation developed by the contractor will become the property of the government.

Section Deliverable Due Date/Recipient

8.1 Transition Support/In-Out

Plan The contractor shall submit a draft version of the Transition Plan with their proposal. The final version is due within 5 business days following date of award to the CO and COR.

8.2 Program Management Plan The contractor shall submit a draft of the Program Management Plan with their proposal. The PMP will be reviewed and the government will provide comments within five business days following award. The final version is due 5 business days after the government provides comments on the draft Plan.

8.3 Program Review Meeting 10 business days following the last week of each quarter.

8.3 Program Review Meeting

Minutes

5 business days following the Program Review meeting to the CO and COR.

8.4 Quality Assurance Plan

(QAP)

Contractor shall submit a draft QAP within 5 business days of award. The QAP will be reviewed and the government will provide comments within five business days following award. The contractor shall submit a final plan within 10 business days following receipt of government comments. The QAP shall be reviewed every 6 months and updated as necessary.

8.5 Continuity of Operations Plan

– Draft

The contractor shall submit a draft of the Plan 15 business days following the NTP to the CO and COR..

8.5 Continuity of Operations Plan

– Final

The final Plan is due 5 business days after the government provides comments on the draft Plan to the CO and COR.

8.6 Monthly Report for Tasks 1, 2, 3, & 4

5 business days following the end of each month to the CO and COR.

8.7 Post-Award Conference Within 10 business days after contract award.

Terms and Conditions

USCIS Freedom of Information Act (FOIA)

See USCIS Local Clauses, 30 days of award to FOIA

Attachment 3 Security PDD Changes Within 5 Business Days of Occurrence to the COR and OSI.

Attachment 3 Security HSPD-12 Changes Within 5 Business Days of Occurrence to the COR and OSI.

Attachment 3 Annual Security Training Within 30 days of EOD and on the Employee’s Anniversary

Attachment 3 Terminations/Resignations Within 5 Days of Occurrence to the COR and OSI.

Attachment 4 Privacy Training Within 30 days following EOD and then NLT September 30 of each year for annual recertification.

9. Travel

Travel outside the metropolitan Washington, DC, area may be required for on-site personnel, and will be determined as needed by USCIS. Travel will not be performed in connection with this contract without prior written approval of the COR. The contractor shall be reimbursed for travel expenses consistent with the substantive provisions of the Federal Travel Regulations prescribed by the General Services Administration. Upon completion of all travel, all documentation associated with the respective travel will be submitted with the next invoice.

Reimbursement for local travel is not authorized. Local travel is defined as being within fifty

(50) miles of the USCIS offices located in Washington, DC.

10. Government Provided Facilities & Government Furnished Property (GFP)

The government will provide on-site contract support with workspace including workstations, desks, chairs, access to telephones, and computer. Contract employees may be required to share work space based on availability of office space with each government facility as identified in Section 2: Place of Performance. Laptops and HSPD Badges will be the only GFP authorized to be taken to an alternative work location.

11. Dress Code, Conduct, and Professional Demeanor

Contractor support personnel shall dress, conduct themselves, and maintain a demeanor that is professional and appropriate as a representative of their assigned office in interactions with other government employees, agencies, or offices. The contractor shall ensure that personal cell phones and other electronic devices used by contractor employees do not interfere with the work of the office by requiring all cell phones and electronic devices to be set to mute or vibrate. In addition, contractor personnel must limit personal calls to official breaks, taking personal cell phone calls outside the confines of the office so as not to disrupt the mission.

12. Performance Requirements Summary

The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Plan. Performance will be monitored monthly by the COR. This plan is primarily focused on what the government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable standards.

PWS

Section Required Services Performance

Standard Acceptable Quality

Level (AQL) Disincentive Surveillance

Method Task 1 5.1.5

File and store completed documents on computer hard drive or disk, and/or maintain a computer filing system to store, retrieve, update, and delete documents.

Store, retrieve, update and completed and deleted documents

Accomplished within 1 business day.

The gov. will ask for consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

Random Sampling

5.1.6

Travel Authorization/ Expense Report Processing

Process travel authorizations and/or expense reports through the automated travel system correctly and timely.

Travel booked & reimbursements entered within 24 hours of receipt consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

5.1.8 Arrange meetings, including preparation of agendas, obtaining background materials and notifying and sending reminders

Plan meetings as requested to include the preparation of agendas, obtaining background materials and notifying and

Agendas for meetings will be prepared on time, to the right attendees, with information and attachments that will ensure

The gov. will ask for consideration in the case of multiple instances of unacceptable work and may

Validated complaints

PWS

Section

Required Services Performance Standard

Acceptable Quality Level (AQL)

Disincentive Surveillance Method to attendees. sending reminders to attendees.

meetings are successful and productive.

be noted in Contractor Procurement Assessment Reporting System

(CPARS).

5.1.12

Type, proofread correspondence, reports, text, and other written material from rough drafts or corrected copies.

Contractor’s response to each assigned task shall produce results commensurate with the direction provided through the COR. Rework should have minimal impact to CSPED mission priorities.

Zero to 2 requests for rework per reporting period.

consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

Task 2 5.2.1

5.2.2

Prepare reports, memo, letters, and other documents utilizing Microsoft Office software

Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees and board of directors.

Research, compile data, and prepare documentation daily for consideration and presentation by CSPED Leadership.

Response to each assigned task shall produce results commensurate with the direction provided through the COR. Rework should have minimal impact to CSPED mission priorities.

Prepare correspondence accurately, with zero to 2 errors per reporting period.

consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

Validated complaints

Required Services Performance Standard

Acceptable Quality Level (AQL)

Disincentive Surveillance Method

5.2.4

Attend meetings to record minutes.

Attend all meetings; Record meeting notes accurately

Attend meetings as required; record meeting notes with no more than 2 clerical errors consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

5.2.11

Travel Authorization/ Expense Report Processing

Process travel authorizations and/or expense reports through the automated travel system correctly and timely.

Travel booked & reimbursements entered

The gov. will ask for consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

Validated complaints

Task 3 5.3.1

Create and assist in writing content in the Content Management Office for call center scripts, fact sheets, hot topics, USCIS Internet and intranet sites, and other USCIS products.

Prepare accurate, clear content that is ready for print with minimal corrections.

Prepare clear and concise documents with zero to 2 requests for rework per reporting period consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment

Validated complaints

Required Services Performance Standard

Acceptable Quality Level (AQL)

Disincentive Surveillance Method

Reporting System

5.3.6

Maintain and track daily status reports on tasks and ongoing project to provide status updates to USCIS management.

Accurately prepare daily status reports on tasks and ongoing projects.

Daily status must be ready to present to management team on all tasks and projects with no more than 2 errors.

The gov. will ask for consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

Validated complaints

Random Sampling

Task 4 5.4.2

Support the Call Center Directors and personnel with daily operations and project-related activities.

Coordinate and schedule meetings and conferences.

Provide administrative support to Call Center Directors and personnel.

Provide timely support as to each assigned task requested by the Government.

Rework should have minimal impact to CSPED mission priorities.

consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

Task 5 5.5.4

Attend meetings to record minutes.

Attend all scheduled meetings with the USCIS Director; record minutes accurately.

Attend meetings as required; record meeting notes with no more than 2 clerical errors.

consideration in the case of multiple instances of unacceptable

Validated complaints

Required Services Performance Standard

Acceptable Quality Level (AQL)

Disincentive Surveillance Method work and may be noted in Contractor Procurement Assessment Reporting System

5.5.5

Maintain appointment schedules by planning and scheduling meetings for the Senior Executive.

Accurately maintain Senior Executive’s calendar

100% accuracy The gov. will consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

Validated complaints

100% surveillance each month

Task 6 5.6.2, 5.6.3

Completes writing assignments in accordance with USCIS style guide

Accurately prepares documentation

Prepares documents with zero to 2 requests for re-work each quarter. Rework should have minimal impact to CSPED mission priorities

The gov. will ask for consideration in the case of multiple instances of unacceptable work and may be noted in Contractor Procurement Assessment Reporting System

(CPARS).

100% surveillance each month

13. Acronyms

CAO – Customer Assistance Office

CCE – Contract Center Enterprise Office

CMO – Content Management Office

CO – Contracting Officer

COR – Contracting Officer Representative

CSPED – Customer Services and Public Engagement Directorate

CSR – Customer Service Representative

DHS – Department of Homeland Security

ETC – Eastern Telephone Center

IMMP – Integrated Master Management Plan

ISO – Immigration Service Officer

IVR – Interactive Voice Response

NCSC – National Customer Service Center

NTP – Notice to Proceed

OPC – Office of Planning and Coordination

PMP – Project Management Plan

PWS – Performance Work Statement

QAO – Quality Assurance Office

QAP – Quality Assurance Plan

SRMT – Service Request Management Tool

USCIS – U.S. Citizenship and Immigration Services

WTC – Western Telephone Center