PWS Lender-Placed Insurance Services_07.03.2024.docx

PERFORMANCE WORK STATEMENT (PWS)

FOR

LENDER-PLACED INSURANCE SERVICES

Table of Contents Section 1: Introduction 3 Background and Purpose Period of Performance General Information

1.3 Changes to the PWS

4.1 Technical Requirements/Tasks

4.2 Key Personnel

4.3 Security Requirements

4.4 Data Rights

Section 5: Specific Tasks 8

5.1 Lender-Placed Insurance

52 Inspections

5.3 Check Processing

5.4 Mail Service

5.5 Loss Processing

5.6 Flood Determinations

5.7 Information Management System (IMS)

5.8 Insurance Tracking Services

5.9 Training

Section 6: Attachments 13

Section 1: Introduction

1.0 Background and Purpose: RD provides loans to low- and moderate-income applicants located in rural geographic areas to assist them in obtaining single/guaranteed/multi-family housing through various programs. As of June 2024, the Government has 188,000 Direct Single-Family Housing loans that represent just over 177,660 borrowers; Section 502 Direct Single-Family Housing loans; Direct Program is approximately 98% escrow for eligible loans and are generally secured by first mortgages on modest dwellings located on non-farm tracts of one acre or less. The Single-Family Housing Direct loans are located in each of the 50 states and U.S. territories that include Puerto Rico, and the US Virgin Islands. Since multiple loans may exist on a single property, an escrow account shall only be established on the primary loan. Approximately 6,500 new single-family loans are originated per year. Currently the Single-Family Direct loan program is approximately 99% escrow and the Hazard and Flood Compliance Section tracks 100% of the customers that are required to maintain a hazard, windstorm or flood insurance policy. As of February 01, 2020, USDA RD had 14,771 Multi-Family Housing projects with total units encompassing approximately 434,000 and total loans of 24,292. Currently Multi-Family Housing loans are not escrowed. USDA RD Multi-Family Housing programs provide several finance options to developers of low-income community housing.

1.1 Period of Performance (PoP): The performance period for this PWS will be one (1) base year plus four (4) option years for a potential overall contract performance of five (5) years. Total performance period is as follows:

Base Year - 30 September 2024 through 29 September 2025.

1.2. General Information

1.2.1 Quality Control: Quality Control is the responsibility of the Contractor. The Contractor is responsible for the delivery of quality services/supplies to the Government.

1.2.1.1. Quality Control Program (QCP): The Government is committed to an interactive relationship between Contractor quality control and Government quality assurance. This relationship shall be achieved through an effective prevention-based Quality Control Program dedicated to ensuring the best possible products and services to USDA RD. The Contractor shall provide their final written QCP no later than (NLT) 10 days after contract award and within five (5) days of any proposed changed to the COR and CO.

1.2.1.2 The Contractor’s quality program shall demonstrate its prevention-based outlook by meeting the objectives stated in the PWS throughout all areas of performance. The QCP shall be developed to specify the Contractor’s responsibility for management and quality control actions to meet the terms of the contract. The QCP as a minimum shall address continuous process improvement; procedures for scheduling, conducting and documentation of inspection; discrepancy identification and correction; corrective action procedures to include procedures for addressing Government discovered non- conformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent re-occurrence of discrepancies; procedures for trend analysis; procedures for collecting and addressing customer feedback/complaints.

1.2.1.3 Within 24 hours of completion, upon request from the COR, the Contractor shall provide, all reports generated as a result of the Contractor’s quality control efforts. This shall include any summary information used to track quality control, including any charts/graphs.

1.2.1.4 The Contractor’s QCP shall be incorporated into and become part of this contract after the plan has been accepted by the CO. Proposed changes made after CO acceptance shall be submitted in writing through the COR to the CO for review and acceptance prior to implementing any revision. The Contractor’s QCP shall be maintained throughout the life of the contract and shall include the Contractor’s procedures to routinely evaluate the effectiveness of the plan to ensure the Contractor is meeting the performance standards and requirements of the contract.

1.2.2 Contractor Discrepancy Report (CDR): When the Contractor's performance is unsatisfactory, a CDR will be issued. The Contractor shall reply in writing within five (5) business days from the date of receipt of the CDR, giving the reasons for the unsatisfactory performance, corrective action taken, and procedures to mitigate recurrence.

1.2.3 Quality Assurance (QA): The COR will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the COR must do to ensure that the Contractor has performed in accordance with the PWS. When an observation indicates defective performance, the COR will require the Contractor acknowledgement of the observed defective performance. The acknowledgement of the observation does not constitute Contractor concurrence with the observation, only that the Contractor has been made aware of the defective performance.

1.2.4 Continuity of Services/Transition Plan: The Contractor shall be responsible for providing a transition plan which incorporates task, duties and responsibilities for both the phase-in and phase-out periods. The Contractor will provide the transition plan to the CO NLT 30 days after contract award.

1.2.4.1 Phase-in Plan: The plan shall clearly demonstrate a reasonable, realistic approach for assuming full contractual responsibility without disruption or degradation of performance during the transition period. The plan shall identify risk and proposes appropriate mitigation strategies. The Contractor’s plan shall propose a realistic, achievable and affordable transition schedule and staffing plan detailing an approach to ensure the availability of trained and qualified personnel experienced in the MortgageServ/LoanServ/FiServ systems.

1.2.4.1 Phase-Out Plan: The plan enables a smooth transition to replacement services and ensures no disruption in services when the existing contract performance period ends. The Contractor shall provide for phase-in support for up to 90 days to the selected Contractor if the incumbent Contractor is not selected herein. The incumbent Contractor will allow for the transfer of knowledge, experience and lessons learned to the new Contractor. Including, but not limited to, appropriately transfer all property, documentation, digital and hard copies of all in-progress working files, historical files, briefings for incoming personnel, timelines and standards for completion.

1.3 Changes to PWS: Any and all changes to this PWS shall be authorized and approved only through written correspondence from the CO. Change requests will be monitored by the CO. No payments will be made for any unauthorized supplies and/or services or for any unauthorized changes to the work specified herein. This includes any services performed by the Contractor of their own volition or at the request of an individual other than the CO or appointed COR. Only the assigned CO is authorized to change the specifications, terms, and conditions under this effort. This contract is governed by federal law and will be construed accordingly.

The contract shall have a base year plus four option years. The Contractor shall propose a firm fixed price for the base and option years one (1) through four (4). Contractor’s fixed prices include all costs and expenses, direct and indirect, as well as any profit, fee, or any markups of any nature. Any modifications will be requested through the assigned CO and the assigned COR. The Contractor will not make any contractual agreement with any party to furnish any of the work or services under this PWS without approval of the assigned CO.

Section 2: Definitions and Acronyms

Acceptance: FAR part 46, conducted by the CO, COR, or other government personnel authorized in writing by the CO.

CFR: Code of Federal Regulations.

CLIN: Contract Line-Item Number.

Contracting Officer (CO): The United States Government appointed person with the authority to enter into, administer, and terminate contracts on behalf of the United States Government.

Contracting Officer’s Representative (COR): The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure the Contractor performs the technical requirements of the contract, performs inspections necessary in connection with contract performance, maintain written and oral communications with the Contractor concerning technical aspects of the contract, issue written interpretations of technical requirements, monitor Contractor’s performance and notify both the CO and Contractor of any deficiencies. The COR will perform other duties delegated by the CO in a letter of designation.

May, Could, Should: The use of these terms before a performance requirement indicates a preferred or recommended action that is optional on the part of the Contractor.

Performance Work Statement (PWS): Statement of work for performance-based acquisitions that describe the required results in clear, specific, and objective terms with measurable outcomes.

PM: Program Manager, the Contractor personnel overall assigned for managing their personnel and assets. The Contractor may have an Alternate Program Manager (APM) as well.

Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance to assure services meets the requirements of the Performance Work Statement.

RD: Department of Rural Development.

Sagent/Sagent LoanServ: The USDA’s loan origination software system.

Shall, Will, Must: The use of these terms before a performance requirement indicates a mandatory action on the part of the Contractor to be in compliance with this contract.

UPD: Unpaid Principle Balance

USDA: United States Department of Agriculture

Section 3: Government Furnished Property and Services

3.1 The Government will provide designated employees to manually update the USDA’s mortgage servicing system. These employees also pay the monthly bill for the homeowner, flood, and windstorm policies and will review any discrepancies discovered.

3.2 The Government will provide designated employees to provide funds to the Contractor to fund the checks printed in section 5.4.

3.3 The Government will provide additional designated employees to pay the monthly invoices for Mail Services, Flood Zone Determinations, and Property Inspections.

3.4 The Government will provide designated employees to monitor loss claims and disburse funds to the homeowner and Contractor for repairs.

3.5 The Government will provide a data file that contains customer information and insurance coverage information. The Contractor will use this information to determine when lender placed coverage is required. The Government will provide designated employees to facilitate the transfer of the file to the Contractor, and the transfer of the return file from the Contractor to USDA.

3.6 Travel is not authorized by the Government.

Section 4: Contractor Furnished Property and Services

4.1 Technical Requirements/Tasks: The Contractor shall provide all resources necessary to accomplish the requirements described in this PWS. The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items to manage Lender-Placed Insurance services for USDA RD. The services shall include lender-placed insurance, inspections of property damages, check printing, mail service of lender-placed insurance correspondence, loss processing, loss-drafts, flood determination, information management services for analysis reporting, and insurance tracking services. The Contractor shall continuously update and enhance information made available to USDA RD, technology and the performance of their overall service delivery, in a manner consistent with industry standards.

4.2 Key Personnel: Key personnel shall not be added to or removed from the contract without express acknowledgement of the COR. Any changes to the working status of these key personnel shall be transmitted (in writing) to the CO/COR within 10 business days of the proposed change. If, for any reason, any of the key personnel becomes, or is expected to become, unavailable for work under this contract for a continuous period exceeding 30 business days the Contractor shall promptly replace personnel with personnel who possess qualifications equal to or better than that of the original employee. The Contractor shall ensure all key personnel terminated or released from employment under this contract are replaced within 10 workdays of the termination.

The Contractor shall provide the following two (2) key personnel under this contract: Program Manager (PM), who shall be responsible for the performance of the work under this contract. The name of this person, and an Alternate PM (APM), who shall act for the Contractor when the PM is absent, shall be designated in writing to the COR and CO at the post award conference The PM or APM shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The PM or APM shall be available between the hours of 7:30 AM to 4:30 PM CST, Monday through Friday, except recognized holidays or when the Government facility is closed for administrative reasons.

The PM/APM shall meet or exceed the following minimum qualifications: The PM/APM shall have at least five (5) years of experience in managing programs, training, and oversight for projects encompassing the tasks identified within Section 4.0 of this PWS.

4.3 Security Requirements: The Contractor shall sign a confidentiality agreement concerning the disclosure/nondisclosure of confidential information. The term confidential information means any information acquired by the Contractor in carrying out the duties under the contract, including any information obtained before the date of the contract, and which had not become public information, including information regarding the borrower personally identified information, USDA RD, and LoanServ System. Except as required by law or court order, the Contractor shall not disclose or permit the disclosure of any confidential information, including this and any other engagement with USDA RD to anyone without USDA RD's expressed written consent. USDA RD will provide the Contractor with access to electronic documentations, which may also be provided through printing of those documents, at the request of the Contractor. Access to these documents shall be under the control of USDA RD personnel. Upon termination of this contract, all information, documents, and work products in the Contractor’s possession relating to any work performed under this contract shall be returned to the COR of this project. USDA RD will review and may authorize the vendor to retain copies of any information that the vendor reasonably considers necessary for its confidential business records. The Contractor shall take all reasonable measures to avoid at any time any unintentional or inadvertent disclosure of any confidential information to any unauthorized person by the Contractor’s employees, agents, or attorneys.

4.4 Data Rights: The Government has unlimited rights to all documents/material produced under this contract to the extent permitted by the data rights clause. The parties mutually acknowledge their understanding that this is the Government’s intent. All documents and materials, to include the source codes of any software, produced under this task order shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the CO. All materials supplied to the USDA RD shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

Section 5: Specific Tasks

5.1 Lender-Placed Insurance: If USDA RD holds a mortgage on a Single-Family Housing or Multi-Family Housing loan, the Contractor shall provide a lender-placed policy until the Government’s interest in the property is satisfied or the customer provides proof of satisfactory insurance coverage.

Lender Placed Coverage shall insure the building structures from damage caused by applicable hazard. Coverage shall include all structures on the property. The lender placed coverage shall not cover personal liability or personal contents maintained either in or around the structure. The coverage shall include a Replacement Cost Guarantee clause, ensuring all claims are paid based on replacement cost value. Mobile homes will be replacement cost only.

Deductibles greater than $750.00 for Single Family Housing and $1,500 Multi-Family Housing for this coverage must be accompanied by a justification and approved by the Government.

If the contract is not renewed or terminated, all policies shall remain in force until renewal and all claims shall be honored, unless policy cancellation is justified by underwriting regulations and sufficient notice has been communicated.

5.1.1 Coverage: The Contractor shall provide coverage with the below parameters:

· Hazard Coverage: The Contractor shall provide a lender place policy if the 502 loan has a current principal balance that exceeds $7,500, or a Section 504-Loan Grant Program for repairs with an original principal balance greater than $15,000 but with a current principal balance greater than $7,500. The fire policy shall insure the structures from damage caused by reported hazards. The fire policy shall be issued for the last known hazard coverage or unpaid principal balance if last know coverage is unknown.

· Flood Coverage: The Contractor shall provide a lender place policy if the 502 loan has a current principal balance that exceeds $5,000, or a 504 loan with an original principal balance or current principal balance greater than $5,000. The flood policy shall be issued for the last know hazard coverage or unpaid principal balance if last known coverage is unknown, not to exceed the maximum allowed under FEMA regulations.

· Mobile Home Coverage: The Contractor shall provide a lender place policy if the 502 loan has a current principal balance that exceeds $7,500, or a Section 504-Loan Grant Program for repairs with an original principal balance greater than $15,000 but with a current principal balance greater than $7,500. The mobile home fire policy shall insure the structures from damage caused by reported hazards. The mobile home fire policy shall be issued for the last known mobile home coverage or unpaid principal balance if last know coverage is unknown.

· Windstorm Coverage: The Contractor shall provide a lender place policy if the 502 loan has a current principal balance that exceeds $7,500, or a Section 504-Loan Grant Program for repairs with an original principal balance greater than $15,000 but with a current principal balance greater than $7,500. The windstorm policy shall insure the structures from damage caused by reported hazards. The windstorm policy shall be issued for the last known wind coverage or unpaid principal balance if last know coverage is unknown.

5.1.2 Coverage Lapse Resolution: USDA RD provides a daily transmission report identifying Government loans with a lapse in coverage. The Contractor shall immediately obtain coverage for all properties included in these transmissions.

5.1.2.1 Loans shall be fully covered through the Contractor and placed on an automatic binder for a minimum of 70 calendar days for fire (single family, multi-family, mobile home), or windstorm policies and a maximum of 60 calendar days for flood policies. During the binder period, the account shall not be charged with a premium and a separate binder fee shall not be assessed. If a borrower provides a policy within the binder period, they shall not be charged for lapse in coverage if the policy does not go back to the original effective date of the binder. Upon expiration of the binder period the Contractor shall ensure a policy is issued.

5.1.2.2 Lapses in coverage shall be paid only when a full premium has been disbursed by USDA RD and the borrower provides a policy that does not date back to the effective date of the lender placed policy (this policy shall be effective the date of the lapse of coverage date). The premium shall be calculated from the effective date of the policy and the policy shall remain in effect for a 12-month period.

5.1.2.3 The Contractor shall have the ability to back date a lender placed coverage up to 2 years.

5.1.2.4 Automatic Coverage Endorsement providing immediate full policy coverage for all loans when prior coverage has expired or been canceled along with an uninsured or underinsured loss.

5.1.3 Coverage Notification: During the binder period, the Contractor shall notify the borrower of the lapse in coverage and USDA RD’s intent to levy lender-placed insurance coverage via letter.

5.1.3.1 The Government requires issuance of notifications in compliance with 12 CFR 1025.37 sections (a) through (h) identifying three (3) notification letters for all coverage policies except flood coverage which requires two (2) notification letters.

5.1.3.2 Notification template will be on USDA RD letter head with the USDA Customer Service phone number / fax number, and mortgagee clause. USDA RD shall approve notification letter template prior to distribution.

5.1.3.3 Borrower information utilized for notification purposes shall not be used for any purpose outside the notification objective. Sale of the data is prohibited.

5.1.4 Premiums

5.1.4.1 Contractor shall submit a premium rate formula within 10 days of contract award. The premiums for the lender-placed coverage shall follow a recognized regional rate or established state rates.

5.1.4.2 The Government will not require receipt of commission nor will it seek reimbursement for any effort put forth in securing coverage for the property. Refunds shall be payable to the Government within three (3) business days of policy termination.

5.1.4.3 If a premium has been paid to the Contractor and the borrower tenders a policy after the effective date of the lender placed policy, the Contractor shall return the unused/ pro-rated portion of the premium to the Government.

5.1.4.4 Premiums shall be pro-rated utilizing a straight-line method and a 365-day measure.

5.1.4.5 The Contractor shall provide a monthly loan level detail report of premium refunds. Report shall include the Government account number, policy number, borrower name, refund amount and the number of earned premium days.

5.1.5 Termination and Renewals

5.1.5.1 The Government has the right to terminate any policy placed on a given property without prior notice to the Contractor. Terminations shall occur when the Government has received appropriate proof of insurance or the debt has been satisfied. Terminations shall be effective immediately upon notification, or an earlier effective date can be utilized if authorized by USDA RD.

5.1.5.2 All premiums shall be issued for a period of one year (twelve months) from the effective date of coverage.

5.1.5.3 The Government requires the Contractor to issue notifications to the borrowers in compliance with 12 CFR 1024.37 sections (e) through (h). The Contractor shall issue notifications to borrowers in compliance with 12 CFR 1024.37 sections (e) through (h).

5.1.6 Compliance The Contractor shall interpret, understand and communicate legal and regulatory requirements that impact lender placed hazard and flood insurance. The Contractor shall actively monitor and track state and federal legislation and any litigation involving lender placed insurance to ensure compliance with laws and regulations impacting the insurance and mortgage servicing industry.

5.2 Inspections: The Contractor shall conduct property inspections to determine the progress/status of repairs required from damages to the property for all claims made on the lender placed policy as well as claims made on the borrowers preferred policy as directed by the USDA RD.

5.2.1 Photographic Evidence: The Contractor will provide photographic evidence in digital format as documentation of repairs made or needed.

5.2.2 Written Reports: The Contractor will provide a written report explaining discrepancies in completed work and the adjuster’s worksheet with a percentage of work completed.

5.3 Check Processing: The Contractor shall disburse payment to insurance vendors for non-EDI automated insurance payees. The Contractor requires authorization approval for each batch of check stock prior to use.

5.3.1 Check Reports: The Contractor shall provide a report of check usage in sequential order and identification of voided and destroyed checks with detailed explanation daily.

5.3.5 Digital Images: The Contractor will provide digital images of any checks that were returned by the postal service or rejected by the insurance company/agent at a minimum of twice weekly.

5.4 Mail Service: The Contractor will mail all notifications of lender placement of insurance for all perils in the event there is no coverage on a property. The Contractor will mail all renewal notifications of lender placed insurance for all perils. The Contractor will monitor the content of the letters to ensure compliance with all current regulations review content when there are new or modified regulations. The Contractor will mail all letters regarding revised flood zone determinations. The Contractor will mail loss claim packages on all lender placed losses to include all required forms necessary for completion of a claim and a copy of the full adjustor’s report. The Contractor will provide digital copies of all letters sent.

5.5 Loss Processing: If a loss occurs on a property insured under the lender placed policy, the claim draft and attached adjuster's worksheet shall be electronically transferred to USDA RD. Contractor shall store borrower correspondence in an electronic format with retrieval at the account level, accessible to the Government.

5.5.1 Loss Drafts: The Contractor shall complete property inspection, Adjusters Work Sheet, and issue loss draft payable to the Government within 30 calendar days except claims in Federal declared disaster areas which shall be handled on a case by case basis. Contractor shall provide a monthly report for all claims in process more than 30 days indicating reason for delay. Loss drafts shall be issued either as a quick-endorsed draft or monitored. For monitored drafts, the Contractor shall release funds at the borrower’s repairs are confirmed and completed. The Contractor shall issue monitored loss drafts for claims that occur in a Federal declared disaster area and for claim that equal or exceed $7,500.00 in damages.

5.5.2 Claims Negotiations: Claim negotiations shall be between the borrower and Contractor. The Government shall only become involved when requested by the borrower, Contractor or in special cases. The Government shall file claims directly with the Contractor in instances of customer neglect, bankruptcy or foreclosure proceedings. The Government shall have the right to submit supplemental property loss claims when access to the property prevented a full assessment of the damage. The Contractor shall not impose a time limit for filing a loss claim that is less than 365 days from the Government's receipt of notification of potential loss. The Government shall have on-line access to the Contractor's Loss Claim Tracking System. Information shall include claims in progress, status of the loss check, amount and check number, and case history.

5.5.3 Lender Placed Loss Claims Tracking Report: The Contractor shall provide reports to the COR via email in a Microsoft Excel document.

5.5.3.1 Claims In-Process: Contractor shall provide a monthly report detailing claims in process that exceed than 30 days. The report will include the reason for the claims delays.

5.5.3.2 Claims Paid Report: Contractor shall provide a quarterly report for claims paid. The report shall include borrower ID, claim numbers, and the date that claims were paid.

5.5.3.3 Borrowers With Multiple Claims: Contractor shall provide a semi-annual report detailing borrowers who have filed more than one claim.

5.6 Flood Determination:

5.6.1 Security/ID Database: The Contractor shall provide security access and maintain a user ID data base of all USDA approved users to request flood zone determinations on new and existing loans.

5.6.2 Loan Monitoring: The Contractor will provide life-of-loan monitoring of FEMA’s Special Flood Hazard Area designations on all new loans when USDA is charged a fee for a flood zone determination certificate. The Contractor will monitor existing loans for changes to flood zones and will provide updated flood zone information on a monthly basis.

5.6.3 Reports: The Contractor shall provide a monthly report detailing determinations in process more than 30 days, indicating reason for delay.

5.7 Information Management System (IMS): The Contractor shall provide lender-placed insurance IMS should improve the efficiency and timeliness of coordination between offices, improve efficiency and quality of mandated reporting to USDA. An integrated IMS with LoanServ/FiServ specifications is required to capture the necessary reporting and auditing inherent in the task requirements of this PWS. The IMS will have the capabilities listed below.

· Role-Based Security: Provide role-based security access for all applicable users of the IMS. Customizable user access, including workflow responsibilities/restrictions, file sharing, report generation, tracking, reporting/publishing features suitable for USDA RD accounting processes and internet-bases loss draft services. Transform data into formats required for financial reporting and audit management, including tables, charts, graphics, and text. Tool loads data and formats into report layouts.

· Integration With RD Systems: Documents within the IMS shall be fully integrated with LoanServ specifications to avoid data integrity issues. The IMS must provide for integrated report writing, provide standard reports or templates and permit input of USDA RD specific reporting templates. Scheduled report generation is required and requested on a quarterly, bi-annual and annual basis. Information for reporting will require access to existing USDA RD data and reporting fields as determined by USDA RD

· Dashboards: Provides access dashboards that are user-friendly, intuitive, and accessible. The IMS shall have the capability to link data automatically from source input to online dashboards. Reports and dashboards shall have the ability to automatically update based on source data by the borrower, Contractor, or USDA RD.

· Useability: The IMS shall provide users the tools necessary to perform file claims. These include the following:

· Filing claims and loss draft tracking.

· The IMS shall manage the workflow tracking of audits, preliminary reports, draft reports, final reports, findings, recommendations, and responses, action plans, and follow-up documents.

· Ability to generate and export data, reports, and documents to a corresponding Microsoft-type format (Excel, PowerPoint or Word), and to PDF format.

· Capability to designate information as active, complete, or historic information.

5.7.1 Training: Contractor shall provide onsite training services to assist with the integration of the IMS process to USDA RD personnel. USDA RD requires an initial training session and one training session per calendar quarter from contract award. Length of training is commensurate to the scope of tasks identified in the PWS.

5.8 Insurance Tracking Services: The Contractor shall provide tracking services for RD’s existing and new loan portfolios. The Contractor shall provide tracking services through its IMS. Tracking services will include the ability to review processed mail/faxes, recorded borrower phone calls. Services will also include the ability to generate tracking and trend reports.

5.8.1 Information Review: The Contractor’s tracking services shall include the capability for SO personnel to identify and review borrowers’ processed mail, faxes, and recorded phone calls.

5.8.2 Reports: The Contractor’s tracking service shall include the capability for SO personnel to generate and export tracking and trend reports to a corresponding Microsoft type format (Excel, Powerpoint, Word) and to PDF format.

5.9 Training: Contractor shall provide comprehensive on-site training for USDA Rural Development Insurance Staff at minimum 2 sessions per year and maximum of 4 sessions per year to be held in St Louis Missouri at the Servicing Center. Training to include insurance industry claim processing, laws and regulations surrounding lender placed insurance and any pertinent information regarding mortgage loan servicing as it relates to the insurance industry.

Section 6: Attachments

Attachment A: Work Breakdown Structure

Attachment B: Key Deliverables/Schedule

Attachment C: Performance Requirements Summary

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