PWS_MF Premium Review Services.pdf

1 September 2024

Department of Housing and Urban Development

Multifamily Insurance Operations Branch

Performance Work Statement (PWS)

Multifamily Premium Review Services

October 13, 2026

2 September 2024

Vision Statement

1 General Information

1.1 Scope of Work

1.2 Background

1.3 Constraints

1.4 Non-Personal Services

1.5 Period of Performance

1.6 Place of Performance

1.7 Hours of Operation

1.8 Special Qualifications

1.9 Post Award/Kickoff Conference

1.10 Status Meetings

1.11 Contractor Travel

1.12 Transition-In

1.13 Transition-Out

2 Definitions and Acronyms

2.1 Definitions

2.2 Acronyms

3 Government-Furnished Property and Services

3.1 Government Services

3.2 Facilities

3.3 Equipment

3.4 Materials and Information

3.5 Quality Assurance (QA)

4 Contractor-Furnished Items and Services

4.1 Facilities

4.2 Equipment

4.3 Materials

4.4 Contractor Responsibilities

4.5 Contractor Personnel

4.6 Identification of Contractor Employees

5 Specific Tasks

3 September 2024

5.1 Data Entry

5.1.1 Establish New Endorsements

5.1.2 Record Final Endorsements

5.1.3 Mortgage Record Change

5.2 Premium Review Services

5.2.1 Insured Advances

5.2.2 Insured Upon Completion

5.2.3 Loan Modification

5.3 Administrative Support Services

5.3.1 Workflow Management Tracking Tool

5.3.2 Monitor Email Boxes

5.3.3 Manage Termination Requests

5.3.4 Incoming and Outgoing Phone Calls

5.4 Records Management

5.4.1 Electronic File Maintenance

6 Deliverables

6.1 Quality Control Plan

6.2 Acceptance Criteria

7 Related Documents

8 Performance Requirements Summary

4 September 2024

Performance Work Statement (PWS)

Multifamily Premium Review Services

Vision Statement

The vision of this requirement is to sustain and optimize a modern, fully digital operational state for the Multifamily Insurance Operations Branch (MFIOB) through targeted contractor capabilities. By seamlessly integrating accurate Data Entry and specialized Premium Review

Services, the contractor shall support the branch in maintaining current, compliant, and efficient processing across the active Federal Housing Administration (FHA) portfolio. Backed by dependable Administrative Support Services and high-quality Customer Service for lender stakeholders, this requirement leverages an established U.S. Department of Housing and Urban

Development (HUD) Electronic File Storage system and digital workflows. The ultimate objective is an agile, fully paperless, and highly responsive branch that successfully achieves

HUD's mission of modernizing federal housing business operations.

1 General Information

1.1 Scope of Work

HUD provides mortgage insurance protection to HUD-approved lending institutions against default by the mortgagor. The Multifamily Financial Operations Division (MFFOD) is responsible for the review and maintenance of all multifamily insured loans. Its responsibilities include the full range of transaction cycles, beginning with the establishment of the newly endorsed FHA project, posting the initial insurance premium, billing, and collecting of renewal premiums and concluding with the termination of insurance.

To support these complex transaction cycles, MFFOD requires expert contractor support to optimize workflows, and ensure precise financial reconciliation across the FHA portfolio. This initiative directly drives HUD's strategic goal of modernizing its financial operations and improving transaction accuracy.

HUD MFIOB is seeking Contractor support services to perform the daily mortgage insurance servicing activities for external customers (mortgage lender community); and internal customers

Multifamily (MF) Policy and Development Division, MF Asset Management Division, General

Ledger Division and HUD Field Offices). The core functions performed by MFIOB are: (a) establishing endorsements of new multifamily projects; (b) billing and collecting multifamily mortgage insurance premiums; (c) performing premium reviews on projects following final endorsement; (d) processing refunds of mortgage insurance premiums, (e) processing loan modifications/interest rate reductions, (f) processing mortgagee record changes, and (g) processing termination of mortgage insurance requests from lenders. Additionally, the services include electronic file storage and retrieval. MFIOB operates in a PeopleSoft automated

5 September 2024 environment. The MFIOB data is retained in FHA Subsidiary Ledger (FHASL) Revenue

Management (RM) module (FHASL-RM), hereinafter referred to as FHASL.

1.2 Background

HUD FHA provides mortgage insurance protection to HUD-approved lending institutions against default by the mortgagors. FHA provides mortgage insurance on multifamily residential properties, healthcare facilities, nursing homes and hospitals. FHA also provides insurance on risk sharing loans originated by state Housing Finance Agencies. MFIOB is responsible for the review and maintenance of all multifamily insured loans which are housed in FHASL. MFIOB processes the full range of transaction cycles, beginning with the establishment of the newly endorsed project, posting the initial insurance premium, billing, and collecting renewal premiums, termination of insurance; reporting of the financial transactions; reporting multifamily insurance-in-force and supporting FHAs annual financial audit.

MFIOB estimates that it may receive or process approximately 1,200 initial/final endorsements, 1,100 premium reviews, 600 Mortgage Record Changes, and 800 terminations during the first year of the contract. These estimates are based on historical workload volumes and are provided for planning purposes. Actual workload volumes throughout the contract period are subject to change, as they are influenced by prevailing interest rates and changes in mortgage activity.

MFIOB manages day-to-day, project-level operations to support FHA lending institutions. Its primary operational tasks span the entire loan lifecycle, specifically: establishing new project endorsements; billing, collecting, and refunding multifamily mortgage insurance premiums;

processing loan modifications and mortgage record changes; processing insurance terminations requests; and conducting project premium reviews.

MFIOB uses the FHASL system to track and integrate project/lender transactions and receivables, manage endorsement-related data attributes, establish and maintain loan amortization schedules, and support billing for applicable transaction events.

1.3 Constraints

The services identified in this PWS will adhere to the rules, regulations, laws, standards, and conventions identified by HUD as well as within the Federal Government. Constraints include the following:

Federal Register for U.S. Department of Housing and Urban Development https://www.federalregister.gov/agencies/housing-and-urban-development-department

24 CFR Part 207 Multifamily Housing Mortgage Insurance https://www.gpo.gov/fdsys/pkg/CFR-2016-title24-vol2/pdf/CFR-2016-title24-vol2-part207.pdf

6 September 2024

Multifamily Accelerated Processing (MAP) Guide https://www.hud.gov/sites/dfiles/OCHCO/documents/4430GHSGG.pdf

U.S. Department of Housing and Urban Development Mortgagee Letters Mortgagee Letters | HUD.gov / U.S. Department of Housing and Urban Development (HUD)

HUD Handbook 2228.1 Records and Information Management Records Disposition Management (2228.1) | HUD.gov / U.S. Department of Housing and Urban Development (HUD)

Multifamily Insurance Operations Branch (MFIOB) Standard Operating Procedure

(SOP), Attachment A

1.4 Non-Personal Services

The Government will neither supervise Contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual Contractor employees. It shall be the responsibility of the Contractor to manage its employees and to guard against any actions that are of the nature of personal services or give the perception of personal services.

If the Contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the Contractor's responsibility to notify the Contracting Officer (CO) immediately. These services shall not be used to perform work of a policy, decision making or management nature, i.e., inherently Government functions. All decisions relative to programs supported by the Contractor shall be the sole responsibility of the Government.

1.5 Period of Performance

The period of performance shall be for one (1) twelve (12) month base period and four (4) 12-month option periods.

1.6 Place of Performance

The services to be performed under this contract shall be performed at the contractor’s facility.

1.7 Hours of Operation

N/A

1.8 Special Qualifications

N/A

7 September 2024

1.9 Post Award/Kickoff Conference

The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Companion (FC) 42.3 and HUD

Acquisition Regulation (HUDAR) clause 2452.237-79 - Post Award Conference.

1.10 Status Meetings

The Contracting Officer, Contracting Officer’s Representative (COR), and other Government personnel, as appropriate, may meet periodically with the Contractor to also review Contractor performance, requirement status, etc. At these meetings, the Contracting Officer will apprise the

Contractor of how the Government views the Contractor's performance or progress of the requirement. The Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. Post Award Conference and subsequent meetings may be held via teleconference at the Contracting Officer's discretion.

1.11 Contractor Travel

Prior to travel, the Contractor shall coordinate with and receive Government authorization from the COR for all travel. Reimbursement of travel costs will be in accordance with the Federal

Travel Regulation and in accordance with FAR 31.205-46.

1.12 Transition-In

The Contractor shall, upon the Contracting Officer's written notice, furnish transition-in services as required. As a successor, the Contractor shall have sufficient personnel on board during the thirty (30) calendar-day transition-in period to ensure a smooth transition with the incumbent

Contractor. The Contractor shall provide an orderly transition of work acceptance and accomplishment such that any impact to the program is minimized. During the transition-in period, the Contractor shall become familiar with the requirements in order to commence full performance of services by the end of the contract transition-in period. Transition-in is not required if the successor Contractor is the incumbent Contractor.

1.13 Transition-Out

To minimize any decrease in productivity and to prevent possible negative impacts on additional services, the Contractor shall have sufficient personnel on board during the thirty (30) calendar-day transition-out period. The incumbent Contractor shall ensure a smooth transition with the successor Contractor during the transition-out period, prior to completion of contractual performance. The incumbent Contractor shall aid the successor in the development of plans, procedures, and methods for the assumption of all ongoing work. The Contractor shall provide

8 September 2024 an orderly transition of work acceptance and accomplishment, such that full control by the successor contractor is achieved by the end of the new contract transition-in period.

2 Definitions and Acronyms

2.1 Definitions

Business Day – Every official day of the week which are days between and including Monday to Friday. This does not include federal holidays and weekends.

Calendar Day - Any day of the week.

Contractor - A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contracting Officer (CO) - A person with authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. Note: the only individual who can legally bind the Government.

Contracting Officer’s Representative (COR) – An employee of the U.S. Government appointed by the Contracting Officer to perform contract administration activities regarding technical issues. This individual has authority to provide technical direction to the Contractor if direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have the authority to change the terms and conditions of the contract.

Contractor-Provided Workflow Management Tracking Tool (Tracking Tool): Tracking Tool provided and maintained by the Contractor to manage and track customer service inquiries, communications, workflows, documents, FHA project activities, and related operational tasks required under this contract.

Defective Service - A service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable - Anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

FHASL-RM module - The Accounts Receivable module within the FHA core financial system that manages the multifamily insurance-in-force portfolio.

Form HUD-290, Closing Memorandum - For FHA & Risk Sharing Multifamily Loans. A form submitted by HUD field offices which is a summary of the closing used to enter the FHA project into FHASL for premium billing.

9 September 2024

Form HUD-9807, Insurance Termination Request for Multifamily Mortgage - A form submitted for requesting termination of mortgage insurance.

Form HUD-92080, Mortgage Record Change - A form submitted by lenders to the servicer or holder of record for any given FHA project.

Form HUD-92023, Request for Final Endorsement of Credit Instrument – A form used to report project advances and request final endorsement of the credit instrument.

Government Furnished Property (GFP) - Government-furnished property is property in the possession of, or directly acquired by, the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification.

Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

HUD Field Office - HUD Multifamily is organized into five (5) regions.

Key Personnel - Certain experienced, professional and/or technical personnel are essential for successful accomplishment of the work to be performed under this contract, whose resumes were submitted for evaluation of the proposal and are listed in section 4.5.

Official Receipt - The Pay.gov receipt for the initial premium.

Performance Requirement Summary (PRS) - A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis, performance indicators for these requirements, performance standards for these requirement and surveillance methods to be used to determine if performance standards are met.

Performance Standard - The Contractor’s performance level required by the Government.

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

Quality Assurance (QA) - Policies and procedures adopted by the Government to ensure that supplies and services acquired under Government contracts conform to the contracts quality requirements.

Quality Assurance Surveillance Plan (QASP) - A plan describing how the agency will survey, observe, test, sample, evaluate and document the Contractor's performance in meeting critical performance standards identified in the contract.

10 September 2024

Quality Control (QC) - All necessary measures taken by the Contractor to assure that the quality of an end product of service shall meet contract requirements.

Subcontractor - Any person, other than the prime Contractor, who offers to furnish or furnishes any supplies, material, equipment, or services of any kind under a prime contract or a subcontract entered into in connection with such prime contract, and any person who offers to furnish or furnishes general supplies to the prime contractor or a higher tier subcontractor. The

Government does not have privity of contract with a subcontractor.

2.2 Acronyms

AQL - Acceptable Quality Level

CFR – Code of Federal Regulations

CO - Contracting Officer

COR - Contracting Officer’s Representative

CSR - Customer Service Representative

EST - Eastern Standard Time (U.S.)

FAR - Federal Acquisition Regulation

FC - FAR Companion

FHA - Federal Housing Administration

FHASL - FHA Subsidiary Ledger

GFE - Government Furnished Equipment

GFP - Government-Furnished Property

HUD - U.S. Department of Housing and Urban Development

HUDAR - HUD Acquisition Regulation

IRR - Interest Rate Reduction

MAP - Multifamily Accelerated Processing

MF - Multifamily

MFFOD - Multifamily Financial Operations Division

11 September 2024

MFIOB - Multifamily Insurance Operations Branch

PM - Project Manager

POC - Point of Contact

PRS - Performance Requirements Summary

PWS - Performance Work Statement

QA - Quality Assurance

QASP - Quality Assurance Surveillance Plan

QCP - Quality Control Plan

RM - Revenue Management

SOP - Standard Operating Procedure

3 Government-Furnished Property and Services

The Contractor shall ensure accurate control and accountability of all Government-Furnished

Property in accordance with the terms and conditions of this contract. The Government will furnish, at no cost to the Contractor, the GFP shown below.

3.1 Government Services

The Government will provide initial training to the Contractor for tasks 5.1, 5.2, 5.3, and 5.4.

Additional training shall be provided by HUD if and when the Contractor is directed to perform other activities required under this contract or if changes are made to systems, procedures, or processes. The initial training may include a hands-on or virtual experience accessing the

FHASL system and in processing each type of transaction/forms; written system access procedures; and instructions regarding the type of technical advice and manner for providing it to designated HUD personnel and HUD Offices. Training shall also include retrieval of appropriate system reports.

The Contractor shall be responsible for training personnel hired subsequent to the initial training conducted by HUD. HUD staff shall provide training for system enhancements and/or processing revisions due to FHA policy changes.

3.2 Facilities

12 September 2024

Facilities will not be provided.

3.3 Equipment

The Government will provide Government-furnished laptops to contractor personnel requiring access to Government systems to perform work under this contract. The Government will maintain ownership of all Government-furnished equipment (GFE), and the Contractor shall ensure the equipment is used only for official contract performance and is returned upon request or at contract completion.

3.4 Materials and Information

See HUDAR 2452.227-70, Government Information.

The Government shall provide the following materials and information: Multifamily Insurance

Operations Branch (MFIOB) Standard Operating Procedure (SOP), Attachment A to the PWS.

3.5 Quality Assurance (QA)

The Government shall evaluate the Contractor's performance under this contract in accordance with the Quality Assurance Surveillance Plan. 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 quality level.

4 Contractor-Furnished Items and Services

The Contractor shall furnish, all facilities, equipment, and supplies required to perform the work under this contract that are not listed under Government-Furnished Property and Services.

4.1 Facilities

The Contractor shall furnish all facilities required to perform the services identified within the

PWS.

4.2 Equipment

The Contractor shall furnish all equipment necessary to perform the requirements of this PWS, with the exception of Government-furnished laptops provided by the Government.

4.3 Materials

13 September 2024

The Contractor shall furnish all materials required to perform the services identified within the

PWS.

4.4 Contractor Responsibilities

The Contractor shall only conduct business with designated Government personnel listed as points of contact (POCs). Names of authorized personnel shall be provided to the Contractor by the Government, in writing, and updated as necessary throughout the contract period of performance.

U.S. Government records, copies of original results and reports, verified original data, corrected data, and corrected supporting final reports which are maintained by the Contractor remain the property of the U.S. Government. These files/results must be surrendered to the COR.

4.5 Contractor Personnel

See HUDAR clause 2452.237-70 - Key Personnel in the Key Personnel section of the contract.

4.6 Identification of Contractor Employees

All Contractor/subcontractor personnel shall wear company picture identification badges so as to distinguish themselves from Government employees. When conversing with Government personnel during business meetings, over the telephone, or via electronic mail, Contractor/subcontractor personnel shall identify themselves as such to avoid situations arising where sensitive topics might be better discussed solely between Government employees.

Contractors/subcontractors shall identify themselves on any attendance sheet or any coordination documents they may review. Electronic mail signature blocks shall identify their company affiliation. Where practicable, Contractor/subcontractors occupying collocated space with their Government program customer shall identify their workspace area with their name and company affiliation, or at a minimum, "Contractor" after name.

5 Specific Tasks

5.1 Data Entry

The Contractor shall perform the following tasks as outlined in the Multifamily Insurance

Operations Branch Standard Operating Procedures.

5.1.1 Establish New Endorsements

The Contractor shall perform the following tasks as outlined in MFIOB’s Standard Operating

Procedures:

14 September 2024

The Contractor shall retrieve all endorsement packages (form HUD-290) from established

MFIOB Mailbox and log, and store, each package in the Tracking Tool (see section 5.3.1

Workflow Management Tracking Tool) for MFIOB staff to access and validate. HUD staff shall be responsible for analysis and validation of the package. Once complete, HUD staff shall return the validated and completed package via the Tracking Tool for data entry into

FHASL.

HUD staff shall request any missing or incorrect endorsement documents.

The Contractor shall input data from the form HUD-290 package in the FHASL system within three (3) business days of receipt of the validated and completed package.

The Contractor shall create an electronic file for the FHA project folder located on the HUD

MFIOB SharePoint containing the validation sheet, HUD-290 package, and other pertinent documents; enter the file into the Tracking Tool and the HUD MFIOB SharePoint records repository.

The Contractor shall assign the project for premium review.

The Contractor shall provide the COR or designated MFIOB staff with the status of all New

Endorsements in the Comprehensive Monthly Project Status Report, including:

New Endorsements entered into FHASL;

New Endorsements pending entry into FHASL; and

All outstanding data-entry issues, including the status and resolution of each issue.

Performance Standards

a) Standard: The Contractor shall process 100% of validated and complete packages within three (3) business days of receipt.

AQL: Zero deviation from the standard.

b) Standard: The Contractor shall submit the previous month's Comprehensive Monthly Project Status Report no later than the fifth (5th) business day of the following month.

AQL: One (1) business day deviation from the standard.

c) Standard: All deliverables shall be 100% accurate, complete, and contain all required information, and shall be free of material errors and omissions.

AQL: Zero deviation from the standard.

Deliverables

A001 Comprehensive Monthly Project Status Report

5.1.2 Record Final Endorsements

The Contractor shall perform the following tasks as outlined in the Multifamily Insurance

Operations Branch Standard Operating Procedures:

15 September 2024

The Contractor shall retrieve all Final endorsement packages (form HUD-290) from established MFIOB Mailbox and log and store each package in the Tracking Tool (see section 5.3.1 Workflow Management Tracking Tool) for MFIOB staff to access and validate. HUD staff shall be responsible for analysis and validation of the package. Once complete, HUD staff shall return the validated and completed package via the Tracking

Tool for data entry into FHASL.

HUD staff shall request any missing or incorrect endorsement documents.

The Contractor shall input data from the form HUD-290 package, to include form

HUD-92023, Request for Final Endorsement of Credit Instrument, in the FHASL system within three (3) business days of receipt of the validated and completed package.

The Contractor shall create an electronic file for the FHA project folder located on the HUD

MFIOB SharePoint containing the validation sheet, HUD-290 package, and other pertinent documents; enter the file into the Tracking Tool and the HUD MFIOB SharePoint records repository.

The Contractor shall assign the project for premium review.

The Contractor shall provide the COR or designated MFIOB staff with the status of all Final

Endorsements in the Comprehensive Monthly Project Status Report, including:

o New Final Endorsements entered into FHASL;

o New Final Endorsements pending entry into FHASL; and o all outstanding data-entry issues, including the status and resolution of each issue.

Performance Standards

a) Standard: The Contractor shall process 100% of validated and complete packages within three (3) business days of receipt.

AQL: Zero deviation from the standard.

b) Standard: The Contractor shall include a summary report of all Final Endorsements status in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

c) Standard: All deliverables shall be 100% accurate, complete, and contain all required information, and shall be free of material errors and omissions.

AQL: Zero deviation from the standard.

5.1.3 Mortgage Record Change

The Contractor staff shall perform the following tasks as outlined in the Multifamily Insurance

Operations Branch Standard Operating Procedures:

16 September 2024

The Contractor shall retrieve form HUD-92080, Mortgage Record Change, from the designated MFIOB Mailbox and log and store the forms in the Tracking Tool.

The Contractor shall acknowledge receipt and respond to the servicing lender by email within one (1) business day of receipt of the Mortgage Record Change request.

The Contractor shall perform quality control to validate the form HUD-92080 to ensure accuracy and that it is completed by HUD guidelines/instructions (see section 3.1 Government Services).

The Contractor shall transfer the Holder/Servicer or both within FHASL to the correct lender.

The Contractor shall add the form HUD-92080 and pertinent documents to the Tracking Tool and the MFIOB designated platform for record storage of the working file.

The Contractor shall notify the lender via email that the FHA project has been transferred within one (1) business day.

The Contractor shall provide the COR or designated MFIOB staff with the status of all Mortgage Record Changes in the Comprehensive Monthly Project Status Report, including:

o Mortgage Record Changes entered into FHASL;

o Mortgage Record Changes pending entry into FHASL; and o All outstanding data-entry issues, including the status and resolution of each issue.

Performance Standards

a) Standard: The Contractor shall respond to the lender by email within one (1) business day acknowledging receipt of the request.

AQL: One (1) business day deviation from the standard.

b) Standard: The Contractor shall process 100% of record change requests within one (1) business day of receipt of request.

AQL: One (1) business day deviation from the standard.

c) Standard: The Contractor shall notify the lender by email within one (1) business day after completing the record change.

AQL: One (1) business day deviation from the standard.

d) Standard: The Contractor shall include a summary report of all Record Change Requests in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

e) Standard: All deliverables shall be 100% accurate, complete, and contain all required information, and shall be free of material errors and omissions.

AQL: Zero deviation from the standard.

17 September 2024

5.2 Premium Review Services

5.2.1 Insured Advances

The Contractor staff shall perform the following tasks as outlined in the Multifamily Insurance

Operations Branch Standard Operating Procedures:

The Contractor shall verify the mortgage note, official receipts, modifications and any other required documentation to ensure the dates and amounts on the form HUD-290 agree and are valid.

The Contractor shall review and interpret FHA-insured multifamily mortgage notes and related loan documents to identify applicable loan terms and prepare or update the Amortization Schedule, as necessary, to accurately reflect the documented terms and comply with applicable HUD requirements.

The Contractor shall request any documents needed for the premium review including modifications, amendments, consolidation notes and official receipts from HUD field offices and mortgagees. The Contractor shall request the documentation to be sent via email to the appropriate MFIOB mailbox.

The Contractor shall perform a premium review for each Insured Advances FHA project following final endorsement within two (2) business days of receiving a validated HUD-290 package.

The Contractor shall reconcile the Amortization Schedule and Premium

Computation Worksheet against the data entered into FHASL to ensure the data is accurate, complete, and consistent.

The Contractor shall prepare a complete Lender Notification package for the servicing mortgagee to include: refund voucher or bill, Premium Computation Worksheet, and

Amortization Schedule. Premium Reviews that result in a refund, the contractor shall verify and update servicing mortgagees banking information in FHASL.

The Contractor shall submit a completed electronic Lender Notification package in the tracking tool to MFIOB for approval.

The Contractor shall electronically forward the approved Lender Notification with all the required documents to the servicing mortgagee within one (1) business day of MFIOB approval.

The Contractor shall add the Lender Notification to the MFIOB designated platform for record storage of the working file.

The Contractor shall provide the COR or designated MFIOB staff with the status of all Premium Reviews by loan type in the Comprehensive Monthly Project Status Report, including:

o Premium Reviews by loan type entered into FHASL, o Premium Reviews by loan type pending entry into FHASL, and o All outstanding data-entry issues, including the status and resolution of each issue.

Performance Standards

18 September 2024

a) Standard: The Contractor shall process 100% of Premium Review packages within two (2) business days of receipt.

AQL: Zero deviation from the standard.

b) Standard: The Contractor shall electronically forward the approved Lender Notification, and all required supporting documentation within one (1) business day of MFIOB approval.

AQL: One (1) business day deviation from standard.

c) Standard: The Contractor shall include a summary report of all Premium Reviews by loan type in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

d) Standard: All deliverables shall be 100% accurate and complete, contain all required information, and be free of material errors and omissions.

AQL: Zero deviation from the standard.

5.2.2 Insured Upon Completion

The Contractor shall perform the following tasks as outlined in the Multifamily Insurance

Operations Branch Standard Operating Procedures:

The Contractor shall review and verify the mortgage note, official receipts, modifications, and other required documentation to ensure that all dates and amounts reflected on Form HUD-290 are accurate, complete, and supported by the applicable documentation.

The Contractor shall review and interpret FHA-insured multifamily mortgage notes and related loan documents to identify applicable loan terms and prepare or update the Amortization Schedule, as necessary, to accurately reflect the documented terms and comply with applicable HUD requirements.

The Contractor shall request any documents needed for the premium review such as modifications, amendments, consolidation notes and official receipts from HUD field offices and mortgagees. The Contractor shall request the documentation to be sent via email to the appropriate MFIOB mailbox.

The Contractor shall retrieve a premium review on each insured upon completion FHA project after data entry; the Amortization Schedule and Premium Computation

Worksheet will be automatically generated and uploaded to the Attachment section of the FHA project in FHASL.

The Contractor shall reconcile the Amortization Schedule and Premium

Computation Worksheet against the data entered into FHASL to ensure the data is accurate, complete, and consistent.

The Contractor shall prepare the Lender Notification for the servicing mortgagee, including the refund voucher or bill, Premium Computation Worksheet, and

Amortization Schedule. For Premium Reviews resulting in a refund, the Contractor shall verify the servicing mortgagee’s banking information in FHASL and update the information, as necessary.

19 September 2024

The Contractor shall submit the completed Lender Notification package to MFIOB for approval within one (1) business day of receiving the validated HUD-290 package.

The Contractor shall electronically forward the approved Lender Notification with all the required documents to the servicing mortgagee within one (1) business day of

MFIOB approval.

The Contractor shall add the Lender Notification to the MFIOB designated platform for record storage of the working file.

The Contractor shall provide the COR or designated MFIOB staff with the status of all

Premium Reviews by loan type in the Comprehensive Monthly Project Status Report, including:

o Premium Reviews by loan type entered into FHASL;

o Premium Reviews by loan type pending entry into FHASL; and o All outstanding data-entry issues, including the status and resolution of each issue.

Performance Standards

a) Standard: The Contractor shall process 100% of Premium Review packages within one (1) business day of receipt.

AQL: Zero deviation from the standard.

b) Standard: The Contractor shall electronically forward the approved Lender Notification, and all required supporting documentation within one (1) business day of MFIOB approval.

AQL: One (1) business day deviation from standard.

c) Standard: The Contractor shall include a summary report of all Premium Reviews by loan type in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

d) Standard: All deliverables shall be 100% accurate and complete, contain all required information, and be free of material errors and omissions.

AQL: Zero deviation from the standard.

5.2.3 Loan Modification

The Contractor staff shall perform the following tasks as outlined in the Multifamily Insurance

Operations Branch Standard Operating Procedures:

The Contractor shall verify the mortgage note and any other required documentation to ensure the dates and amounts are valid.

The Contractor shall review and interpret FHA-insured multifamily mortgage notes and related loan documents to identify applicable loan terms and prepare or update

20 September 2024 the Amortization Schedule, as necessary, to accurately reflect the documented terms and comply with applicable HUD requirements.

The Contractor shall request any documents needed for the premium review such as amendments and consolidation notes from HUD field offices and mortgagees. The

Contractor shall request the documentation to be sent via email to the appropriate

MFIOB mailbox.

The Contractor shall perform a premium review upon receipt of FHA project modification/IRR documents.

The Contractor shall reconcile the Amortization Schedule and Premium Computation

Worksheet with the data entered in the FHASL system to ensure the data is accurate, complete, and consistent.

The Contractor shall prepare the Lender Notification for the servicing mortgagee, including the refund voucher or bill, Premium Computation Worksheet, and

Amortization Schedule. For Premium Reviews resulting in a refund, the Contractor shall verify the servicing mortgagee’s banking information in FHASL and update the information, as necessary. The Contractor shall submit a completed electronic package to MFIOB for approval. The premium review should be completed within two

(2) business days of receiving the FHA project modification/IRR documents.

The Contractor shall electronically forward the approved Lender Notification with all the required documents to the servicing mortgagee within one (1) business day of

MFIOB approval.

The Contractor shall add the Lender Notification to the MFIOB designated platform for record storage of the working file.

The Contractor shall provide the COR or designated MFIOB staff with the status of all Loan Modifications in the Comprehensive Monthly Project Status Report, including:

o Loan Modifications entered into FHASL;

o Loan Modifications pending entry into FHASL; and o All outstanding data-entry issues, including the status and resolution of each issue.

Performance Standards

a) Standard: The Contractor shall process 100% of Loan Modifications within two (2) business days of receipt.

AQL: Zero deviation from the standard.

b) Standard: The Contractor shall electronically forward the approved Lender Notification and all required supporting documentation within one (1) business day of MFIOB approval

AQL: One (1) business day deviation from standard.

c) Standard: The Contractor shall include a summary report of all Loan Modifications in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

21 September 2024

d) Standard: All deliverables shall be 100% accurate and complete, contain all required information, and be free of material errors and omissions.

AQL: Zero deviation from the standard.

5.3 Administrative Support Services

5.3.1 Workflow Management Tracking Tool

The Contractor shall use the Tracking Tool to maintain real-time FHA project status and create a workflow methodology.

The Contractor shall utilize a Tracking Tool that allows for the creation and customization of ticket statuses that specifically allows MFIOB to reflect workflow stages.

The Contractor shall utilize the Tracking Tool to maintain customer service inquiries and communication to create tickets so status can be tracked from various folders through

MFIOB designated email boxes.

The Contractor shall utilize the Tracking Tool so that MFIOB staff would have access to perform all functions.

The Contractor shall utilize Tracking Tool with reporting capabilities to track open tickets and provide the status on the FHA Project.

The Contractor shall utilize the Tracking Tool to track New Endorsements, Final

Endorsements, and Mortgage Record Changes, including the date received, processing status, date entered into FHASL, pending entry into FHASL, and outstanding data-entry issues.

The Contractor shall utilize the Tracking Tool to track Premium Reviews, including the date received, processing status, completion date, MFIOB approval status, Lender Notification status, and applicable FHASL data-entry status.

The Contractor shall use the Tracking Tool to monitor processing timelines and due dates established under the PWS, including the applicable receipt date, action date, completion date, and notification date necessary to measure compliance with established performance standards.

The Contractor shall utilize the Tracking Tool to identify and track outstanding actions, pending items, deficiencies, and data-entry issues, including the responsible party, date identified, status, and resolution.

The Contractor shall utilize the Tracking Tool to maintain status and disposition information for completed and outstanding work, including sufficient information to support MFIOB oversight and performance monitoring.

The Contractor shall maintain documentation and system records to enable the COR to verify compliance with the applicable performance standards. At a minimum, the Tracking

Software shall capture the date and time an action, inquiry, or update is received; the date and time the corresponding action or update is completed; the current status; and any other information necessary to demonstrate compliance with the PWS requirements.

22 September 2024

Performance Standards

a) Standard: The Contractor shall maintain 100% current and accurate FHA project status information in the Tracking Tool for all active FHA projects.

AQL: Zero deviation from the standard.

b) Standard: The Contractor shall update the Tracking Tool within one (1) hour of receipt of information requiring an update.

AQL: Three (3) hours deviation from the standard.

c) Standard: All information entered into the Tracking Tool and all reports generated from the Tracking Tool shall be 100% accurate, complete, and contain all required information, and shall be free of material errors and omissions.

AQL: Zero deviation from the standard.

d) Standard: The Contractor shall include in the Comprehensive Monthly Project Status Report information for the COR to assess compliance with the Tracking Software performance standards, including, as applicable, the number of required updates, updates completed within the required timeframe, late updates, and any outstanding or unresolved issues.

AQL: Zero deviation from the standard.

5.3.2 Monitor Email Boxes

The Contractor shall provide comprehensive support services in the following areas:

The Contractor shall monitor the following MFIOB-designated email boxes:

290 Closing Memos;

Multifamily Insurance Operations;

Premium Reviews and AM Schedules;

Revised 9807 Terminations;

Mortgage Record Change HUD-92080; and

Designated Email boxes by MFIOB.

HUD shall provide the Contractor with the necessary instructions, guidance, advisement, and training for the management of each MFIOB mailbox (see section 3.1 Government

Services).

The Contractor shall respond to inquiries received through the MFIOB mailboxes within one

(1) business day of receipt.

The Contractor shall electronically provide requested documentation to the requester within one (1) business day of receipt of the request. If the requested documentation cannot be obtained or provided within one (1) business day, the Contractor shall provide the requester

23 September 2024 with a status update within one (1) business day of receipt of the request and continue to track the request through resolution.

The Contractor shall use MFIOB-designated email boxes for sending and receiving correspondence related to the services performed under this requirement.

The Contractor shall log communication from the MFIOB designated email boxes in the

Tracking Tool to include email communication, documents, and pertinent information.

The Contractor shall report discrepancies, deficiencies, or unresolved issues to MFIOB within three (3) business days of identification or receipt, as applicable. The Contractor shall provide the COR or designated MFIOB staff with a summary of customer service activity and outstanding customer service issues, including the status and resolution of outstanding matters in the Comprehensive Monthly Project Status Report.

Performance Standards

a) Standard: The Contractor shall respond to 100% of lender and HUD inquiries received through the MFIOB-designated email boxes within one (1) business day of receipt.

AQL: One (1) business day deviation from the standard.

b) Standard: The Contractor shall report 100% of discrepancies and unresolved issues to

MFIOB within three (3) business days of receipt or identification, as applicable.

AQL: One (1) business day deviation from the standard.

c) Standard: All deliverables shall be 100% accurate and complete, contain all required information, and be free of material errors and omissions.

AQL: Zero deviation from the standard.

d) Standard: The Contractor shall include a summary report of all customer service activities in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

5.3.3 Manage Termination Requests

The Contractor staff shall perform the following tasks as outlined in the Multifamily Insurance

Operations Branch Standard Operating Procedures:

The Contractor shall retrieve all form HUD-9807, Insurance Termination Request for

Multifamily Mortgage, from established MFIOB Mailbox and log, and store, in the

Tracking Tool for MFIOB staff to access.

24 September 2024

The Contractor shall match the form HUD-9807 and preapproval letter by FHA project number. Proper logging in the Tracking Tool of these documents is pertinent because they can be received at different times.

The Contractor shall review and validate the form HUD-9807 and preapproval for completeness and accuracy.

The Contractor shall acknowledge receipt and respond to the servicing lender by email within one (1) business day of receipt of the termination request.

The Contractor shall request any missing or corrected documentation from the Servicing Lender.

The Contractor shall electronically forward the approved Lender Notification with all the required documents to the servicing mortgagee within one (1) business day of MFIOB approval.

The Contractor shall add the Lender Notification to the MFIOB designated platform for record storage of the working file.

The Contractor shall provide the COR or designated MFIOB staff with a summary of all termination requests, including the status of pending requests and any outstanding issues requiring action or resolution in the Comprehensive Monthly Project Status Report.

Performance Standards

a) Standard: The Contractor shall respond to the lender within one (1) business day of receipt of the termination request or inquiry.

AQL: One (1) business day deviation from the standard.

b) Standard: The Contractor shall electronically forward the approved Lender Notification, and all required supporting documentation within one (1) business day of MFIOB approval.

AQL: One (1) business day deviation from the standard.

c) Standard: The Contractor shall include a summary report of all Termination Requests in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

d) Standard: All deliverables shall be 100% accurate and complete, contain all required information, and be free of material errors and omissions.

AQL: Zero deviation from the standard.

5.3.4 Incoming and Outgoing Phone Calls

The Contractor shall provide telephone customer service support for MFIOB incoming and outgoing calls, including the following:

The Contractor shall provide at least one (1) Customer Service Representative (CSR) available Monday through Friday, excluding Federal holidays between 9:00 a.m. and 5:00 p.m. EST.

25 September 2024

The CSR shall have a working knowledge of the core programmatic functions that

MFIOB performs to answer customer calls as well as maintain a courteous and professional demeanor when providing customer service.

The Contractor shall establish and maintain a voicemail system capable of receiving messages during non-business hours or in the event that Contractor personnel are unavailable to answer calls during business hours.

The Contractor shall document all phone calls in its independent Tracking Tool, the reason for the call, the final status, and any pertinent details to include who they spoke with, date, and time.

The Contractor shall provide the COR or designated MFIOB staff with a summary of all telephone customer service activity, including calls requiring follow-up, outstanding calls or inquiries, actions taken, and unresolved issues in the Comprehensive Monthly Project Status Report.

Performance Standards

a) Standard: The Contractor shall respond to 100% of lender and HUD inquiries requiring follow-up within one (1) business day of receipt of the call or voicemail.

AQL: One (1) business day deviation from the standard.

b) Standard: The Contractor shall accurately and completely document 100% of calls in the independent Tracking Tool.

AQL: Zero deviation from the standard.

c) Standard: All deliverables shall be 100% accurate and complete, contain all required information, and be free of material errors and omissions.

AQL: Zero deviation from the standard.

d) Standard: The Contractor shall provide the COR or designated MFIOB staff with a summary of telephone customer service activity in the Comprehensive Monthly Project Status Report.

AQL: Zero deviation from the standard.

5.4 Records Management

5.4.1 Electronic File Maintenance

The Contractor shall perform electronic records management activities for HUD's Multifamily

(MF) FHA Loan portfolio, currently consisting of approximately 15,500 active projects, as well as newly endorsed FHA projects. The Contractor shall maintain electronic project records in accordance with the Departmental Records and Information Management Handbook, HUD

Handbook 2228.1, and MFIOB-established procedures and requirements.

26 September 2024

The Contractor shall create new project folders and subfolders on the HUD MFIOB

SharePoint records repository for newly endorsed FHA projects.

The Contractor shall prepare, store, maintain, and upload electronic project files to…