PWS Attachment 02_PMP Template_Final.pdf

ATTACHMENT NO. 2: PROJECT MANAGEMENT PLAN TEMPLATE

This attachment describes the project management plans listed as a contract requirement in the performance work statement (PWS). The contractor shall maintain these plans throughout the period of contract performance.

1.0 PROJECT ORGANIZATION AND COMMUNICATIONS PLAN

The contractor shall submit a project organization and communications plan that shall meet the following objectives and requirements.

1.1 Objectives:

• Promote an understanding of the organization the contractor shall employ in the performance of contract requirements.

• Promote an understanding of the relationship and responsibilities of project management personnel.

• Promote an understanding of the lines of communication employed to advance the performance of contract requirements.

1.2 Requirements:

• Clearly identify the project’s organizational structure using an organizational chart to indicate the relationships between the Program Manager (PM), corporate offices, and other proposed staff functionaries, e.g., project, managers; task managers; subcontractors, etc.

• Note any formal requirements of the relationship (e.g., a formal corporate review might be noted in connection with the corporate/PM relationship).

• Identify all formal communication requirements among personnel at the corporate, project, subcontractor, and USCIS levels.

• Provide a problem resolution system with the ability to track, prioritize, and document any corrective action taken to resolve contractor/USCIS issues.

• Describe the site-based and enterprise-level methods used to promote innovative approaches to productivity increases and product/service quality improvements

• Include appropriate cross-references to related plans.

• Provide positions and names of all key personnel performing contract requirements on the contract.

1.3 Maintenance:

The contractor shall formalize any changes in the plan in accordance with the PWS.

2.0 SECURITY PLAN

The contractor shall submit a security plan that shall meet the following objectives and requirements.

2.1 Objectives:

• Build quality controls and reviews into the security clearance process that permit timely recruitment and clearance of personnel without significantly slowing the contractor’s response to increased workload requirements or vacancies created by personnel turnover.

• Establish quality-control checks and procedures that preclude inappropriate employment of personnel, e.g., drivers with poor driving records.

• Establish quality-control checks and procedures that preclude security breaches and the compromise of the DHS mission.

2.2 Requirements:

• Detail the procedures the contractor shall employ in performance of the security and privacy act requirements.

• Describe procedures for submitting personnel security packages.

• Detail the procedures for personnel security package tracking and record keeping.

• Describe procedures for submitting Secret security clearance requests.

• Detail the procedures for security clearance tracking and record keeping.

• Detail the procedures that will be used to submit site-visit requests and visitor authorization requests (VAR), including time frames.

• Detail the procedures for monitoring driver licensing and driving records of staff.

• Detail the procedures for other material handling equipment training & licensing and record keeping.

• Describe the processes of operations requirements such as key control data systems security.

• Describe employee security orientation and training.

• Detail the procedures for mail and file security programs.

• Include appropriate cross-references to related plans.

2.3 Maintenance:

The contractor shall receive COR approval for any changes in the plan and shall formalize change notices in accordance with the timeframes established in the PWS.

3.0 QUALITY CONTROL PLAN

The contractor shall submit a Quality Control Plan that shall meet the following Objectives and Requirements.

3.1 Objectives:

The contractor shall develop and implement a comprehensive, standardized Quality Control Plan (QCP) at the site(s) and for all functions/services tasked, meeting the following objectives:

• Build quality controls and reviews into the operating procedures for all major tasks and sub-tasks without slowing the flow of work.

• Employ best QC practices to promote process improvement.

• Establish quality control checks and procedures to review valid samples of work at critical/predetermined stages in the workflow to determine the accuracy of the work before it proceeds to the next stage. Determine that work is being done correctly and that the methodology is in conformance with DHS procedures. Identify, document, and restore to proper procedures any work not being done correctly.

• Develop methods to identify work that has not been performed properly or on time.

• Identify any systemic problems, such as misfiled or lost records, that would diminish the

DHS' ability to locate and account for its records and propose appropriate corrections.

• Accurately document the methodology and procedures for the inspection system covering all services provided.

• Identify, respond to, and correct deficiencies or shortcomings identified through the

USCIS feedback process or through site specific lessons learned. The contractor shall also describe both contractor-provided and USCIS-provided training as some training is given by the contract security staff and some training is provided by USCIS as instructor-led or online/CBT.

• Improve customer service levels while maintaining compliance with government/DHS USCIS policy, procedures, and regulations.

• The government reserves the right to enforce subsequent reviews pursuant to FAR Part

46.2 “Contractor Quality Requirements”.

3.2 Requirements:

• Maintain, retain, and organize on-site records of all contractor-conducted inspections and the corrective actions taken.

• Delineate the organizational placement, duties, and responsibilities of the QC staff.

• Ensure that when samples are used for quality verification, they are sufficient to produce a statistically valid result and to yield an acceptable minimum confidence level and a maximum acceptable margin for all populations, unless waived in writing in advance by the COR.

• Contractor supervisors may perform random quality checks, record the statistical results, make recommendations based on findings, direct and verify the correction of any errors.

• The QC personnel shall perform quality checks, record the statistical results, make recommendations based on findings, direct and verify the correction of any errors in accordance with Performance Work Statement.

• Deliver a QCP report for site(s), for each month, to the COR summarizing the findings of these reviews, including the number, percentage, and functional area(s) of errors, the corrective actions taken, and any trends or perceived systemic problems that require further review and analysis.

• Continuously and systematically audit the files in all file areas supported by the contractor to ensure the accuracy of filing and the tracking of records.

• Conduct employee orientation and training in what constitutes acceptable performance of their duties in accordance with DHS USCIS regulations and policies

• Foster a recognition among contractor employees that excellent performance, beyond the level of “minimally acceptable,” benefits the DHS USCIS, the general public, and themselves.

3.3 Maintenance:

4.0 QUALITY IMPROVEMENT PLAN (QIP)

The contractor shall submit a Quality Improvement Plan that shall meet the following Objectives and Requirements.

4.1 Objectives:

• Create an environment that fosters continuous quality improvement throughout the period of performance on the contract at sites where the contractor provides support.

• Define the measurable elements that constitute “quality performance” for this contract utilizing the work environment and job-specific training.

4.2 Requirements:

• Provide a baseline of quality performance as it currently stands.

• Provide a methodology for defining and measuring quality performance on this contract.

• Describe a method to continuously re-examine the objectives of the project, the work processes and procedures, and the available technologies to improve performance quality.

• Describe the process for identifying needs and opportunities in the workplace that can affect performance quality.

• Provide a process for recognizing and rewarding quality improvements developed by contractor employees.

• Describe the procedures for measuring and reporting on quality improvements.

• Describe how the Contractor’s Training Plan will contribute to continuous quality improvement.

4.3 Maintenance:

5.0 CONTINUITY OF OPERATIONS PLAN / EMERGENCY PLAN

The contractor shall submit a Continuity of Operations Plan (COOP)/ Emergency Plan that shall meet the following Objectives and Requirements. The contractor recognizes that the contract deliverables [services/supplies] under this contract are vital to the Government and must be continued without interruption. In the event the contractor anticipates not being able to perform due to any of the causes enumerated in the excusable delay clause of this contract, the contractor shall notify the contracting officer or other designated representative as expeditiously as possible and use its best efforts to cooperate with the Government in the Government’s efforts to maintain the continuity of operations.

5.1 Objectives:

• Establish contingency plans to ensure uninterrupted continuity of every operation during special and emergency situations such as fire, accidents, civil disturbances, national emergency, systems failure, labor walk-out, epidemics, pandemics, natural disasters or other circumstances which could jeopardize the operations of USCIS Records Management Activities.

• All activities under this contract are considered critical in support of mission critical functions.

• Coordinate Contractor Plans with those of the USCIS ensuring appropriate linkages between the plans.

5.2 Requirements:

• Provide for the distribution of the plan.

• Provide for the identification of key/critical contractor personnel in the event of an emergency.

• Provide for orientation and training of the contractor’s employees regarding their responsibilities in the event the Emergency Plan is activated.

• Identify in the plan provisions made for the acquisition of necessary personnel, resources and/or supplies, if necessary, for continuity of operations for up to thirty (30) days or until normal operations can be resumed.

• Address and identify:

o Challenges associated with maintaining contractor critical deliverables

[services/supplies] during an extended emergency event, such as a pandemic that may occur in repetitious waves.

o Any time lapse associated with the initiation of the acquisition of necessary personnel, resources and/or supplies and their actual availability on site.

o The components, processes and requirements for the identification, training, and preparedness of contractor personnel who are capable of relocating to alternative facilities or performing work from home.

o Any established alert and notification procedures for mobilizing identified key/critical contractor personnel.

o The approach for communicating expectations to contractor employees regarding their roles and responsibilities during an emergency.

o Any associated changes needed to the contractor’s information technology (IT) infrastructure to support the contract in an emergency.

• Provide appropriate cross-references to related plans.

5.3 Maintenance:

6.0 REPORTING, NOTICES AND INVOICES PLAN

The contractor shall submit a Reporting, Notices, and Invoices Plan that shall meet the following Objectives and Requirements.

6.1 Objectives:

• Identify the standard reports required under the contract.

• Identify the administrative and operational notices/approvals required under the contract.

• Identify the personnel, processes, and timing of the invoicing process.

6.2 Requirements:

• All recurring reports required by the contract shall be identified and associated with the appropriate requirement in the contract.

• All administrative and operational notices required under the contract (e.g., the administrative notices related to funding and the operational notice/approval associated with risk factors in fluctuating workloads), shall be identified and associated with the appropriate requirement in the contract.

• The personnel, process, and timing of the invoice preparation, submission, and tracking shall be identified and supported with sufficient narrative and flowcharts to accomplish the objective above.

• The plan shall include appropriate cross-references to related plans.

6.3 Maintenance:

7.0 TRANSITION PLAN

The contractor shall submit a Transition Plan that shall meet the following objectives and requirements.

7.1 Objectives:

The plan shall meet the following objectives for two kinds of transition activities:

7.1.1 Transitioning from One Operating Contractor to Another:

• Identify the strategies to prepare for providing full service from the issuance of a new contract through the initial learning curve period.

• Identify the initial baseline performance metrics.

• Identify all operational, technical, personnel, schedule, and cost related risk factors connected with a move from one operating contractor to another.

• Identify the likelihood that specific risks will occur.

• Identify the risk mitigation strategies.

• Identify the key personnel involved in the transition process at each site.

• Describe the interface between contractor personnel and incumbent personnel

(either DHS employees or another contractor) where applicable.

• Identify the transition schedule.

• Identify the program schedule milestones.

7.1.2 Transitioning from an Active to an Inactive Contract:

• Identify the process for completing work on an expiring contract.

• Identify the process for phasing out personnel.

• Identify the process for providing summary files, records, updated procedures and deliverables.

• Identify the process for assisting in the transition of replacement personnel (either

DHS employees or another contractor) where applicable.

7.2 Requirements:

• Effect the Phase-In-Transition within 60 days of the timeframes established in the PWS.

• Operate at the same or an improved level of efficiency and effectiveness at the conclusion of the transition period.

• Describe efficient and effective closeout of expiring contracts.

• Include appropriate cross-references to other related plans.

7.3 Maintenance:

The contractor is required to formalize any changes in the plan in accordance with the PWS.

8.0 PERSONNEL PLAN

The contractor shall submit a Personnel Plan that meets the following Objectives

8.1 Objectives:

• Identify the strategies to manage fluctuations and growth in workload.

• Identify the approaches to recruitment, retention, and rewarding of employees.

• Identify the qualification, training, and placement of new hires.

• Identify the clearance processing requirements and procedures.

• Identify the subcontracted personnel, if applicable.

• Identify the workload management approaches to address leave, sickness, walkout, etc.

8.2 Requirements:

• Describe method to locate, interview, and process the clearance for a proposed hire within 10 business days.

• Describe how contractor shall track submitted personnel security packages & clearances and report delays.

• Describe how contractor shall track incumbent employees (separately identify contractor/subcontractor personnel) on a local-site basis.

• Specifically note, by name and site, new hires, terminated or resigned employees;

transferred employees; and employees moving from one labor classification to another.

• Describe systems in place or to be implemented for the recruitment, retention, and reward of contractor employees.

• Track and report on all training provided to contractor employees by USCIS or contractor personnel.

• Disclose personnel written practices communicated to the employees through a mechanism such as employee handbook.

• Include a subsection in the plan to addresses appropriate attire and behavior in the workplace.

8.3 Maintenance:

9.0 TRAINING PLAN

The contractor shall submit a Training Plan that shall meet the following Objectives and Requirements. It is recommended that the contractor account for and properly price all mandatory training time in their proposal. Reports of completed training shall be made available to the COR upon request.

9.1 Objective:

The objective of this plan is to define the contractor method of meeting necessary training requirements.

9.2 Requirements:

The Training Plan shall describe the methods, content, and goals of employee training in the following topics:

• Procedures, terminology and objectives used in this contract.

• Standards of conduct.

• USCIS and contractor relationships under this contract.

• Other regulations and DHS USCIS procedures related to working on a contractor’s site and/or government site.

• Contract requirements related to the employee’s position.

• Contract requirements related to the award fee plan (if applicable).

• Quality requirements and the contractor’s QC philosophy.

• Operational procedures.

• Security requirements and compliance.

• Trainer and training evaluation procedures.

• Task-oriented training.

• Transition training.

• New-hire training.

• New site training.

• Remedial training.

• Other ongoing employee training.

The plan shall also provide:

• A training schedule.

• Appropriate cross-references to other related plans.

9.3 Maintenance:

10.0 DAILY OPERATIONS PLAN

The contractor shall submit a Daily Operations Plan that shall meet the following Objectives

10.1 Objectives:

• Identify the procedures for communicating with the PM, Task Managers, COR, CO, and field site management, and regarding daily priorities and operational issues.

• Identify scheduling approaches for training, continuous improvement activities, and participation in joint USCIS/contractor initiatives.

10.2 Requirements:

• Schedule the development and submission to the USCIS of the site’s approach to daily operations.

• Provide for scheduled meetings with the COR regarding processing and operational issues.

• Provide mechanisms that will ensure the oversight of required on-going activities such as on-going activities, and Contractor Quality Control responsibilities.

• Schedule adequate time for training activities.

• Schedule adequate time for participating in joint endeavors such as quality initiatives and continuous improvement activities.

• Provide for QC/QA meetings.

10.3 Maintenance:

11.0 BACKLOG AVOIDANCE/REDUCTION PLAN

The contractor shall submit a Backlog Avoidance/Reduction Plan during transition as well as normal operations that meets the following Objectives and Requirements.

11.1 Objectives:

• Reduce any backlogs that exist at time of contract award.

• Develop a contingency plan that ensures backlog is worked continuously on a daily basis, until it is eliminated.

• While occasional backlogs are inevitable, manage resources so that backlogs are minimized.

• Assure that no item remains in backlog state beyond a reasonable period of delay, as defined in the plan – i.e., maintain an order of criticality for individual backlog items.

11.2 Requirements:

• Report monthly on the end-of-month actual count of “unfinished” work, distinguishing between the following two categories:

o PENDING – Work not finished at the end of the day, week, or month, but still workable within the time remaining on its prescribed processing period, according to applicable directives, ROH standards, and/or regulations.

o BACKLOG – Work not finished at the end of the day, week, or month and past- due on its prescribed processing period according to applicable directives, ROH standards, and/or regulations.

• Include in monthly report an updated plan of action to reduce or eliminate that month’s backlog. A copy of this plan shall be provided to the COR.

• Include in resource management procedures a methodology for reducing or eliminating unexpected surges in backlog and eliminating long-standing backlogs.

11.3 Maintenance: