PWS Draft - RFI_HHG JPSSO.pdf

Performance Work Statement (PWS)

Naval Supply Systems Command (NAVSUP)

House Hold Goods - Customer Queuing System (HHG-CQS)

JPPSO

1. Introduction: This requirement is for a customer queue and process analytic system for the Joint Personal

Property Shipping Office / Personal Property Division (JPPSO PPD) of NAVSUP Fleet Logistics Center

Pearl Harbor. The system will be composed of software and hardware to allow improved communication with customers on wait time expectations as well as information for managers to shift resources in real time to meet customer service requirements.

2. Background: JPPSO/PPD is responsible for counseling service members through email, phone and walk-in interactions on their household goods (HHG) entitlements related to Permanent Change of Station (PCS).

Counselors review applications submitted in the TRANSCOM DPS system for completeness and forward completed applications to the JPPSO shipment management office for booking. Every service member moving has slightly different requirements that the counselors must work through to ensure the shipment meets regulations.

The current method of tracking customer interactions with the PPD office are antiquated and prone to error.

JPPSO/PPD uses paper logs and an antiquated MS Access database to track every customer interaction.

The process is labor intensive and inefficient.

3. Scope: The objective of this PWS is to obtain customer queuing and flow software, customer kiosk, associated hardware, system customization and installation, training, and 12-month support and maintenance.

4. Requirements: The contractor will provide:

a. Software that will:

i. Provide walk-in customer sign-in functions via a physical sign in Kiosk. System should be able to read DoD CAC and dependent ID cards to pull basic information and prepopulate the sign-in.

ii. Generate Time metrics: customer wait time, counselor process time, total touch time, total process time.

iii. Allow management of multiple user defined queues to include priority parameters, manual and automated queue management.

iv. Import external MS Excel files to create queues virtual in the software. Software should allow multiple methods for processing the virtual queue to include, automated First-In-

First-Out, and management defined by multiple parameters.

v. Export performance metrics in visual and MS Excel reports

vi. Perform workload analysis from the aggregated office and specific counselors

vii. Perform wait area display functionality to show next-in-line and HHG notices.

viii. Include appointment-scheduling functionality to include, appointment calendar, reason for appointment, and notification of upcoming appointment. All users should be able to access a single calendar for all office appointments.

ix. Provide adequate safeguards for storage of PII

x. Software should allow at least 7 employees and 1 manager to be in the system simultaneously and update information in real time for all users.

b. Expanding on para a.iv., the software will be custom configured to manage case workload assigned to counselors based on an excel format ingest file. System will be able to import the excel file into the queue and auto assign workload to counselors based on changeable parameters as defined by the workplace supervisor. Parameters should be dynamic to allow the supervisor to change workflow routing based on current needs. Examples of parameters would be FIFO, record creation date, required delivery dates, or alphabetical.

c. Custom configuration of software for basic customer intake via reception kiosk terminal.

Supervisors should be able to change questions asked and data fields to allow dynamic flexibility to current information requirements. The customer will utilize their CAC or DoD Dependent ID card to scan into the Kiosk. The Kiosk will pull associated data to pre-populate the sign in form.

A series of customizable questions will be asked and all data will be associated with that customer.

Finally, a ticket will print with their wait number. An example question would be “reason for visit?”

d. One (1) customer Kiosk for reception sign-in function (hardware). Kiosk should interface with the software and be authorized for NMCI networks. The contractor should be knowledgeable on how to gain authorization for NMCI if the hardware is not on the authorized list.

e. Any associated hardware needed to set up the system such as cables.

f. All software licenses for seven (7) concurrent agent users.

g. One software license for manager user.

h. One software license for administrator user.

i. Design, installation, and configuration of fully functional system into the PPD counseling office.

We estimate the following schedule:

i. One pre design meeting for design team requirements understanding.

ii. One post design meeting to ensure the design meets requirements.

iii. Five days for installation and configuration.

iv. Two days for training.

j. Software and hardware must be able to operate on NMCI networks.

k. Two (2) days of on-site training to a maximum of ten (10) students. Training material shall be provided showing complete operation of the system and points of contact for support. Training will be hands on to show users how to operate the system and to answer any questions that arise during the training. Training should be segmented to focus on counselor functions and supervisor specific functions.

l. System installation, implementation, and associated training must be completed NLT 30

September 2021.

m. Twelve (12) months of maintenance and support starting from system implementation day.

5. Deliverables: Customer flow software, customer kiosk, associated system hardware, installation, training/reference materials on system operations, and on location training for personnel.

6. Performance Standards:

Performance Element Performance Requirement Surveillance Method Frequency

Acceptable

Quality

Level

Installation of the customer kiosk and associated system hardware. The contractor shall install all CFE required to successfully complete the hardware installation at the JPPSO in Honolulu HI.

COR will ensure the

Contractor is meeting the installation standards by verifying the installs have taken place and by being present during installation.

Daily, during the hardware installation phase.

100%

Installation of the QFLOW APPS and Device Software.

The contractor shall install the

CFE - QFLOW APPS and all device software.

COR will ensure the

Contractor is meeting the installation standards by verifying the installs have taken place and by being present during installation.

Daily, during the software installation phase.

100%

System Training must take place from the installation contractor to the JPPSO in Honolulu HI

Program Office personnel.

Contractor shall provide training to the JPPSO Program Office personnel so the equipment can be operated and maintained properly.

COR will ensure the

Contractor conducts required training.

Daily, during the training phase.

100%

Queuing System Training and

Reference materials on system operations. The contractor shall provide

Project Documentation, Training and Reference Material on system operations.

COR will review delivered

Project Documentation, Training and Reference

Material and perform final acceptance

Once, upon delivery of material.

100%

CTIP

Compliance with FAR 52.222-50

COR will review documentation or interview contractor personnel

Annually 100%

7. Place of Performance: Installation and training will occur at:

JPPSO Hawaii

4825 Bougainville Dr

Honolulu, HI, 96818

8. Government Provided Equipment: The Government will provide server hosting, network ports, and workspace for development team during installation process.

9. Period of Performance: System must be operational with all personnel trained by 30 September 2021.

10. Security Requirements: There are no physical security requirements for this contract. Place of performance is in a publically accessible area.

11. Points of Contact:

COR: William Ritcher

NAVSUP BSC

717-605-3963

William.j.ritcher1@navy.mil

Technical Assistance (TA): Gary Pittman

NAVSUP BSC

717-605-2182

Gary.pittman@navy.mil mailto:William.j.ritcher1@navy.mil mailto:Gary.pittman@navy.mil