BPR_OHC_PWS.pdf

Performance Work Statement (PWS)

U.S. Department of Housing and Urban Development (HUD)

Office of Deputy Assistant Secretary of Housing Counseling

Project Title: Business Process Re-Engineering and Change Management

APP-H-2014-022/RCS-H-14-00047

SECTION C – PERFORMANCE WORK STATEMENT

C-1 GENERAL INFORMATION

1.1 General: This is a non-personal services contract to provide HUD’s Office of Housing Counseling

(OHC) to obtain Business Process Re-engineering (BPR) and Change Management consulting services.

The Government shall not exercise any supervision or control over the contract service provider(s) performing the services herein. Such contract service provider(s) shall be accountable solely to the

Contractor who, in turn is responsible to the Government.

1.2 Background: The U.S. Department of Housing and Urban Development (HUD) Housing Counseling

Program (Program) supports the delivery of a wide variety of housing counseling services to homebuyers, homeowners, low- to moderate-income renters, and the homeless. The primary objectives of the Program are to improve financial literacy, expand homeownership opportunities, improve access to affordable housing and preserve homeownership.

Organizational Structure

The OHC is comprised of several offices: 1) Office of Deputy Assistant Secretary which is responsible for providing leadership and vision to accomplish the mission of the OHC; 2) Office of Policy

Development and Grant Administration which is responsible for developing regulations, measuring and reporting on the impact of HUD’ housing counseling program and developing and implementing the

Housing Counseling Notice of Funding Availability (NOFA); 3) Office of Outreach and Capacity

Building which is responsive for providing and coordinating training and technical assistance for HUD-approved housing counseling agencies; 4) Office of Oversight and Accountability which is responsible for monitoring and compliance agencies participating in HUD’s program to ensure that quality counseling services are provided to consumers.

The OHC has 67 staff located in 33 HUD offices across the country. It is considered geographically neutral.

Program Description

The mission of the Office of Housing Counseling is to help current and future homeowners, renters, and those without homes to improve their housing conditions through a strong national network of housing counselors and housing counseling agencies.

Through its network of more than 2,600 HUD-approved and participating housing counseling agencies, the Program provides housing counseling services to families and individuals across the United States and

Puerto Rico. The Program office’s (Program Office) administration and oversight of the Housing

Counseling Program involves all activities and matters relating to homeownership counseling and rental counseling, including:

(i) research, grant administration, public outreach and policy development relating to such counseling; and

(ii) establishment, coordination, and administration of all regulations, requirements, standards and performance measures under programs and laws administered by the Department that relate to housing counseling, homeownership counseling (including maintenance of homes), mortgage-related counseling (including home equity conversion mortgages and credit protection options to avoid foreclosure), and rental housing counseling, including the requirements, standards, and performance measures related to housing counseling.

Currently, HUD’s Housing Counseling Program approves counseling agencies, not individual counselors, with the exception of reverse mortgage counselors. HUD requires individual reverse mortgage counselors to be tested and certified, and to deliver reverse mortgage counseling, also referred to as Home Equity

Conversion Mortgage (HECM) counseling, in accordance with the HUD HECM Counseling Protocol.

HUD encourages but does not currently require agencies and housing counselors to adopt National

Industry Standards for Homeownership Education and Counseling and Foreclosure Counseling.

Dodd-Frank expands HUD counselor certification to include other housing counseling services. The

Program Office proposes to develop, or utilize existing, housing counseling standards content for pre-purchase, homebuyer education, mortgage default, rental, post-purchase, and homeless counseling services. These housing counseling services content standards shall be used as a basis for certification, training and testing. The Program Office also proposes to develop criteria with which to approve and recognize housing counseling training, testing and certification programs for the purpose of meeting HUD standards for individual counselor approval. Acceptable training and testing methods shall measure counselor competency of standards content for the HUD Housing Counseling Program as well as

National Industry Counseling Standards. These training and testing methods shall be used as one of several criteria for approving third party HUD housing counseling certification courses. In addition, the

Program Office proposes developing HUD approval criteria for web-based consumer education and counseling to comply with Dodd-Frank Act and expand consumer options for counseling services.

All Housing Counseling Agencies (HCAs) participating in HUD's Housing Counseling Program are required to use a Client Management System (CMS) that interfaces with HUD's Housing Counseling

System (HCS). A CMS is a commercial or agency-developed online Housing Counseling application that automates much of the housing counseling process, including client intake, file maintenance, financial and credit analysis, outreach, client notification, and reporting. The Program Office has established interface and CMS data element requirements and procedures and processes, and maintains a list of CMS-compliant vendors for reporting agency, counselor, and client level data to HUD. The Program Office proposes to improve CMS-HUD interconnectivity and operability to meet HUD, stakeholder and participating agency needs while producing minimum administrative burden. CMS use supports numerous goals of the Program Office, including remote oversight and effectively measuring and communicating Program impact.

In administering the Housing Counseling Program, there are requirements to convene key industry stakeholder meetings (Stakeholder Meetings) to discuss, work, and report collaboratively on policy, outreach and oversight issues (Key Issues) relevant to the Program. The Stakeholder Meeting participants

(Housing Counseling Stakeholders) are knowledgeable about the housing counseling industry and the

Key Issues confronting housing counseling, and possess the needed expertise and creativity to support the functions of the Housing Counseling Program. Housing Counseling Stakeholders may include, but are not limited to: HUD-approved housing counseling agency representatives; local, state and Federal government representatives; realtors; lenders; mortgage brokers; nonprofits; faith-based organizations;

academic professionals and other industry related stakeholders.

The Dodd-Frank Act also requires HUD to certify consumer education software. HUD notified participating housing counseling agencies March 1, 2012 that web-based education was an acceptable delivery platform. However, HUD does not currently approve or endorse individual web-based education systems or programs. HUD Handbook 7610.1 Rev-5 also allows alternate formats for the delivery of housing counseling.

The OHC is also responsible for the information technology (IT) systems and the business processes that are associated with the administration of these programs and involves the following critical business cycles:

Housing Counseling Agencies’ application for HUD-approval

Super Notice of Funding Availability (NOFA)

Grants.gov Submissions and Reviews

Grant Monitoring and Performance Review

Risk Analysis

Reporting and Auditing

1.3 Objectives: Contractor shall conduct a review and analysis of business processes and office structure; a review and analysis of workload, Information Technology systems, and staffing requirements;

and conduct analysis of business processes to identify areas for improving effectiveness and efficiencies in the newly established Office of the Deputy Assistant Secretary for Housing Counseling nationwide.

1.4 Constraints: The work identified in this contract shall adhere to the rules, regulations, laws, standards and conventions identified by HUD as well as within the federal Government.

Constraints may include but are not limited to:

Program Authorities

1. Section 106 of the Housing and Urban Development Act of 1968 (12 U.S.C.1701x);

2. Section 255 of the National Housing (12 U.S.C. 1715z–20);

3. The Housing Counseling Program; Final Rule, 24 CFR Part 214, the regulations which prescribe the procedures and requirements by which the Housing Counseling Program is administered; and 42

U.S.C. Section 3533 for Housing Counseling as Amended by the Dodd-Frank Act of 2010.

Section 106 authorizes HUD to support organizations with providing counseling and advice to tenants and homeowners with respect to homeownership, locating affordable housing and rental assistance;

property maintenance, financial management and other matters as appropriate to assist them in improving their housing conditions. National and Regional Intermediaries, Multi-State Organizations, and local public and private nonprofit agencies are eligible to participate in the Housing Counseling Program after becoming HUD-approved or by being an affiliate, sub-grantee or branch of a HUD-approved housing counseling agency. State Housing Finance Authorities may participate in the program but do not require approval. All organizations may remain in the Housing Counseling Program as long as they comply with program requirements and policy guidelines.

Section 255 authorizes HUD to insure the Home Equity Conversion Mortgage (HECM) product utilized to unlock the accumulated wealth in many Americans’ homes.

The Housing Counseling Program is governed by the provisions of the HUD Housing Counseling

Program Handbook 7610.1, 24 CFR Part 214 Final Rule, applicable Mortgagee letters, applicable OMB regulations, and the Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank)

Subtitle D—Office of Housing Counseling. Sub-grantees, affiliates and branches of Intermediaries, State

Housing Finance Agencies (SHFA) and Multi-State Organizations shall also conform to these policy guidelines. Additionally, organizations that receive housing counseling grant funds under the program shall also comply with all requirements and provisions outlined in the grant agreements and applicable federal regulations.

1.5 Description of Services: The Contractor shall perform to the standards of this contract. HUD seeks a Contractor who shall provide BPR services to perform an analysis of the OHC’s Housing Counseling

Program processes and IT systems, develop and document requirements and recommend re-engineered

Business Processes and IT solutions in accordance with industry best practices, and that streamlines

OHC’s operation, improving efficiencies within the organization and promoting sound decision-making and risk and fraud management.

1.6 General Information

1.6.1 Non Personal Services: The Government shall 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 feels any action constitutes, or are perceived to constitute personal services, it shall be the Contractor’s responsibility to notify the Contracting Officer 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 Contactor shall be the sole responsibility of the

Government.

1.6.2 Period of Performance: The Period of Performance shall be for one Base Year of 12 months and one (1) 12-month Option Years. The Period of Performance reads as follows:

Base Year

Option Year One

1.6.3 Place of Performance: The services to be performed under this contract shall be performed at

Contractor facilities or designated HUD facilities as enumerated in the scope of work.

1.6.4 Hours of Operation: The Contractor is responsible for providing services between the hours of 8 a.m. to 4:30 p.m. Monday thru Friday except Federal holiday or when the Government facility is closed due to local or national emergencies, administrative closing, or similar Government directed facility closings. Weekly hours shall not exceed a forty (40) hour work week and a typical work day shall be 8 hours each day Monday through Friday. The Government reserves the right to change hours of operation or restrict contractor access. Work outside these daily hours is prohibited without Contracting Officer approval. Government agencies shall not be available during scheduled holidays, inclement weather, weekends, after duty hours.

The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within the Contract when the Government facility is not closed for the above reasons.

When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.6.5 Special Qualifications: The Project Manager must be a certified Project Management Professional

(PMP) by the Project Management Institute (PMI) with 3 or more years of demonstrated experience in similar type projects regarding Business Process Reengineering while carrying such designation.

1.6.6 Post Award Conference/Status Meetings: The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR 42.5. The

Contracting Officer, Government Technical Representative (GTR) 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 shall apprise the Contractor of how the

Government views the Contractor’s performance or progress of the requirement. The Contractor shallapprise 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 .

1.6.7 Contractor Travel: The Contractor shall be required to perform periodic travel within the

Continental United States (CONUS) in performance of this contract. Prior to travel (each planned trip) the Contractor shall coordinate with and receive Government authorization from the GTR for all travel.

The Contractor shall be responsible for obtaining all passenger transportation, lodging and subsistence.

Reimbursement of CONUS travel costs shall be in accordance with the Federal Travel Regulation in accordance with FAR 31.205-46. The Contractor shall travel using the lower cost mode transportation commensurate with the mission requirements. When necessary to use air travel, the Contractor shall use the tourist class, economy class or similar lodging accommodations to the extent they are available and commensurate with the mission requirements. HUD shall not reimburse Contractor’s local travel. Local travel is defined as travel within 75 miles of Washington, DC. See scope of work, Task 5.2.7 for detailed guidance on travel locations and periods.

C- 2 DEFINITIONS, ACRONYMS, APPLICABLE DOCUMENTS/PUBLICATIONS

2.1 DEFINITIONS

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.

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

Government Furnished Property (GFP) Government-furnished property” means 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.

Government Technical Representative (GTR) An employee of the U.S. Government appointed by the

Contracting Officer to perform contract administration activities in regard to technical issues. This individual has authority to provide technical direction to the Contractor as long as direction is within the scope of the contract, does not constitute a change and has no funding implications. This individual does

NOT have authority to change the terms and conditions of the contract.

Key Personnel Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel clause. When key personnel are used as an evaluation factor in best value procurement, offerors can be rejected if they do not have firm commitments from the persons that are listed in the proposal.

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.

Physical Security - Actions that prevent the loss or damage of Government property.

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

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

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.

Work Day - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week - Monday through Friday, unless specified otherwise.

2.2 ACRONYMS

ACRONYM DEFINITION

ACWP Actual Cost of Work Performed

AQL Acceptable Quality Level

BAA Business Area Analysis Study

BPAT Business Process Program Area Team

BPR Business Process Reengineering

CFO or OCFO Office of the Chief Financial Officer of HUD

CFR Code of Federal Regulations

CIO or OCIO Office of the Chief Information Officer of HUD

CLIN Contract Line Item Number

CO Contracting Officer

COB Close of Business

COR Contracting Officer Representative, same as GTR

CPO Office of the Chief Procurement Officer of HUD

CR Change Request

DACA Days After Contract Award

EAC Estimate at Completion

EST Eastern Standard Time (U.S.)

ETC Estimate to Completion

GAO U.S. General Accounting Office

GTM Government Technical Monitor

GTR Government Technical Representative

HUD U.S. Department of Housing and Urban Development

HUDAR HUD Acquisition Regulation

HUDATWORK HUD’s Intranet Web Site and related WEB pages.

HUD Web HUD’s Intranet Web Site and related WEB pages.

IG or OIG Inspector General (Office of)

IPT Integrated Project Team

ISP Information Strategy Plan

IT Information Technology

IV&V Independent Validation and Verification

LAN Local Area Network

LOE Level of Effort

NLT Not Later Than, or No Later Than

OCPO Office of the Chief Procurement Officer

OHC Office of Housing Counseling

OIG Office of Inspector General

OMB Office of Management and Budget

PCAS Project Cost Accounting System

PIV Personal Identity Verification

PL Public Law

PM Project Manager

PPM Project Planning and Management

POC Point of Contact

POP Period of Performance

PPM Project Planning and Management

PR Problem Report(s)

QA Quality Assurance

QASP Quality Assurance Surveillance Plan

QCP Quality Control Plan

ROM Rough Order of Magnitude

SF Standard Form

TBD To be determined

U.S.C United States Code

WSR Weekly Status Report

2.3 APPLICABLE REGULATIONS/MANUALS/DOCUMENTS/PUBLICATIONS

The Contractor shall abide by all applicable regulations, publications, manuals, and policies and procedures in the performance of this contract.

HUD Business Process Improvement Handbook 3250.1 http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/hudclips/handbooks/cio

/3250.1

Federal Travel Regulations http://www.defensetravel.dod.mil/site/travelreg.cfm

The following HUD handbooks and publications may be found at http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/handbks_forms

Section 106 of the Housing and Urban Development Act of 1968 (12 U.S.C.

1701x)(Section106)

24 CFR Part 214 Housing Counseling Program Final Rule

HUD Handbook 7610.1 REV-5

HUD Strategic Plan 2010 – 2015

OHC’s Strategic Plan 2010 - 2015 http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/hudclips/handbooks/cio/3250.1 http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/hudclips/handbooks/cio/3250.1 http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/handbks_forms

C-3 GOVERNMENT FURNISHED PROPERTY AND SERVICES

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

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

3.1 Facilities: The Government shall provide meeting space to conduct staff interviews and meetings provided the Contractor provides HUD with 48 hours’ notice of its need for a meeting room.

3.4 Materials: The Government shall provide HUD Business Process Improvement Handbook 3250.1, Section 106 of the Housing and Urban Development Act of 1968 (12 U.S.C. 1701x)(Section106),24 CFR

Part 214 Housing Counseling Program Final Rule, HUD Handbook 7610.1 REV-5. Copies of required materials may be provided to the Contractor in soft copy. All materials shall remain the property of the

Government and shall be returned to the GTR upon request or at the end of the contract period.

3.5 Quality Assurance (QA): The Government shall 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 Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards shall be applied, the frequency of surveillance and the minimum acceptable quality level.

C-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 a facility adequate to perform the required functions under this

4.2 Equipment: The Contractor shall furnish equipment including software adequate to perform the required functions under this contract.

4.3 Material: The Contractor shall furnish materials adequate to perform the required functions under this

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. 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 GTR.

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 GTR.

4.5 Contractor Personnel: The Contractor shall provide a Contract Manager/Project Manager with at least 3 years of PMP demonstrated experience and who shall be responsible for the performance of work.

An alternate, of equal of greater experience, shall also be designated to act in the absence of the Contract

Manager. These Contractor personnel (main point of contact and alternate point of contact) are considered Key Personnel by the Government and shall be listed as such in accordance with HUDAR

2452.237-70, “Key Personnel”. The Contract Manager/Project Manager or alternate shall have full authority to act on all contact matters relating to daily operations of this contract. Accordingly, at a minimum, the points of contact shall have the technical knowledge of the requirement and be in the position to actually receive assignment, guidance and direction from the GTR, GTM and CO per HUDAR

2452.237-73, Conduct of Work and Technical Guidance and shall be allocated enough hours to the requirement to ensure successful performance. These points of contact shall each be an employee of the

Contractor. An employee of a subcontractor is not acceptable for either of these positions. The Contract

Manager/Project Manager or alternate shall be available between the hours of 8:00am to 4:30pm, Monday through Friday EST, except Federal Holidays or when the Government facility is closed for administrative reasons.

Key personnel for this Contract are a Project Manager (PM) and a Business Process Re-engineering consultant.

The Contractor shall identify, in its proposal, a Project Manager to serve as the Government’s primary point of contact. The PM is responsible for the quality and efficiency of the work performed under this

Contract, to include technical issues and business processes and should possess the following certifications, skills, and attributes:

a. Expert skills managing projects and certified Project Management Professional (PMP) by the Project

Management Institute (PMI).

b. Expert skills in managing projects with deliverables similar to those of the Contract.

c. Written and verbal communication skills, including experience in presenting material to senior

Government officials and proficiency in the use of Microsoft Office applications.

d. Minimum of 10 years of demonstrated managerial experience leading an engagement similar in size and scope to this requirement, with at least 3 of those years with a PMP certification

e. Ability to manage projects within estimated price while delivering on schedule.

f. Leadership and experience in grant administration, including Notice of Funding Availability (NOFA), reviewing and scoring grant applications, awarding grants, grantee monitoring and grant close-out.

g. Demonstrated experience in facilitating, leading and conducting Business Process Re-engineering

h. Demonstrated experience in Project Management and Information Technology Systems

The Business Process Re-engineering consultant is responsible for capturing and gathering all pertinent business related data and information by researching applicable laws, regulations, handbooks and current state operating procedures and conducting interviews and using the data to graphically map business lines, models, and process flows. The Business Process Re-engineering consultant should possess the following skills and attributes:

a. A bachelor’s degree in business administration or related field

b. Demonstrated experience in government grants administration and management

c. Demonstrated experience in facilitating, leading and conducting Business Process Re-engineering through all phases

d. 10 years of demonstrated experience in Project Management, leading a team in requirement analysis, systems analysis and design and information technology systems

e. Significant facilitation skills in conducting interviews to gather pertinent information from diverse stakeholders and senior managers

f. Ten years’ experience in performing requirements/alternative analyses and producing business model documents similar to those of the Contract.

g. Demonstrated understanding of the existing HUD Housing Counseling program, information systems and industry standards.

4.6 Identification of Contractor Employees: All Contractor/subcontractor personnel shall wear company picture identification badges as to distinguish themselves from Government employees. When conversing with Government personnel during business meeting, 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 work space area with their name and company affiliation, or as a minimum, “Contractor” after name.

4.7 Quality Control: The Contractor shall establish and maintain a complete Quality Control Program that shall ensure services are performed in accordance with this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non reoccurrence of defective services. The

Contractor’s quality control program is the means by which he assures himself that his work complies with the requirements of the contract. The Contractor shall provide the associated Quality Control Plan.

4.7.1 Quality Control Plan: The Contractor shall develop, maintain, enforce and document a Quality

Control Plan (QCP). The QCP shall ensure the Government receives the level of quality that is consistent with the requirements specified in this contract. The QCP shall be sufficiently detailed to provide the

Contractor’s methodology for identifying and recruiting qualified personnel. The QCP shall also provide the Contractor’s methodology for resolving problems identified by the Government during reviews conducted in accordance with its Quality Assurance Surveillance Plan (QSAP). The QCP shall also provide the Contractor’s methodology for establishing an internal feedback system for support personnel, and for resolving problems identified by that feedback system. The QCP shall demonstrate and validate that the services or deliverables to be provided under the contract are completed with a level of quality that meets the minimum performance threshold established in the Government’s QASP. The QCP shall address Quality Management Approach, Quality Assurance, Quality Control and Quality Standards.

4.7.2 Provide HUD with a work plan for delivery of services.

No later than 10 business days from contract signing, the contractor shall provide HUD with a work plan that details the work breakdown, and a cost and time-phase of delivery of all listed services in this performance work statement.

All technical corrections and changes to the work plan proposed By HUD or the

Contractor shall be finalized before delivery of other items under this work statement.

All further changes shall be in writing and signed by the authorized parties to the resulting contract.

C-5 SPECIFIC TASKS AND DELIVERABLES

5.1 SCOPE OF WORK: The Contractor shall accomplish a review and analysis of business processes and office structure; a review and analysis of workload, IT systems, and staffing requirements; and conduct analysis of business processes to identify areas for improving effectiveness and efficiencies in the newly established Office of Housing Counseling. The Contractor shall support OHC by developing and facilitating the reengineering of the OHC business processes using the Business Processing

Engineering/Improvement (BPR/I) methodology, along with any other professional tools as deemed most effective working with HUD. In addition, the Contractor shall provide HUD GTR/M with routine and timely reports on the progress of the BPR and shall provide ongoing technical and management support as outlined in the detailed task descriptions.

5.2 Detailed Task Description:

The Contractor shall follow the methodologies and standards in HUD’s Business Process Improvement

Handbook (HUD Publication 3250.1) in completing the BPR tasks. The Contractor shall propose other industry best practice approaches subject to approval of the HUD GTR. Proposed methodologies must integrate with HUD’s standards described in HUD Publication 3250.1, and the Contractor should discuss the benefits to be gained by using the proposed approach. Furthermore, the Contractor shall provide HUD

GTR/M with a copy of the project management work plan that clearly demonstrates the time-budget phased delivery of all milestones and deliverables per this scope of work.

5.2.1 SUBTASK 1 – PROJECT MOBILIZATION

The purpose of the Project Mobilization phase is to define the strategic vision and standards for improving business processes; complete planning for conducting the study; orienting stakeholders and participants to the BPR vision, goals, and processes and winning their support and cooperation, while creating an environment conducive to change within the organization. The Contractor shall work with the

Office of Housing Counseling Business Process Reengineering (BPR) Program Area Team (BPAT) to define the project plan approach/strategy. The BPAT consists of the Program Sponsor (OHC Deputy

Assistant Secretary), Program Owner (Associate Deputy Assistant Secretary), Government Technical

Representative (GTR), Government Technical Monitor (GTM), and participants from the Office of

Housing Counseling (Subject Matter Experts shall be the component office directors or their designee).

All communications with HUD staff for interview purposes in the mobilization phase that do not include the GTR or GTM directly shall be memorialized in a memo and submitted for review no later than 3 business days before the scheduled sessions. In addition, all notes and summaries of HUD staff interviews shall be provided to the HUD GTR, no later 3 business days after conclusion of the interviews.

The Contractor shall develop, confirm, and maintain logical models representing the business requirements, including workflow and process models. This shall include the following:

a) Introduce the BPR/BPI Methodology – Presentation to the BPAT participants to ensure a clear understanding of the BPR/BPI process by providing a presentation on the process and methodology that shall be used for this effort. This presentation shall be presented before OHC

Managers prior to the presentation to the BPAT, and shall be coordinated by the HUD GTR in advance. Draft Presentation shall be presented to HUD GTR prior to this presentation, no less than 3 business days before the scheduled presentation for review. If there are changes, HUD will submit them to the Contractor no less than 2 business days before the presentation.

b) Establish BPR Project Framework for the OHC BPR/BPI program initiative with the identification of priorities, goals and success factors. Contractor shall develop a Communication

Plan.

c) Conduct Preliminary Analysis that shall include stakeholder analysis involved in the current process and process change envisioned

d) Conducting and documenting Strengths, Weaknesses, Opportunities and Threats (SWOT) analysis to determine and identify strengths and weaknesses, and internal and external opportunities and threats to the OHC and the administration of the Housing Counseling Program.

The Contractor shall interview OHC systems staff, in coordination with the HUD GTR, to determine its vision for systems changes. The OHC systems changes envisioned and “in development” shall inform the Contractor’s analyses throughout the BPR project.

5.2.2 SUBTASK 2 – BUSINESS DIAGNOSIS PHASE, “AS-IS” MODEL

The purpose of the Business Diagnosis Phase is to document the existing business process (referred to as

“as-is” process) of the OHC relative to the Housing Counseling Program. The Contractor shall work to create a picture of the current business process flows for the OHC that includes the roles and functions of the people and supporting technology. .

a) Create a snapshot of the current OHC business processes. This shall include process mapping;

breakdown of the sub-processes, and the modeling of the business process within OHC, FHA and

HUD. The snapshot shall include a graphical flow diagram as well as a written document detailing all of the different processes and sub-processes.

b) Review and document the technology supporting the business processes to include systems, internal interfaces, and external interfaces with business partners. The Contractor shall map the system processes that support each step with the OHC business processes.

c) The Contractor shall prepare and submit to the HUD GTR, the OHC business process “As-is”

Analysis document based on the current state processes, technology, organization structure along with key performance indicators and the business requirements of the current OHC business processes.

5.2.3 SUBTASK 3 – PROCESS DIRECTION PHASE

The purpose of the Process Direction Phase is to determine the ideal “to-be” processes for the OHC business processes. The “to-be” processes shall focus on improving efficiency, effectiveness and accuracy of the OHC and its business process. The Contractor shall perform a gap analysis between the

“as-is” and “to-be” process states.

a) The Contractor shall work with OHC, through the HUD GTR, to determine the Process

Direction. During this phase, the Contractor shall work with OHC to define, detail and document the “to-be” ideal business process.

b) Gap Analysis. The Contractor shall work to identify and determine the gaps between the “as-is” and “to-be” business processes. This shall include:

Identification of barriers that exist to achieving the desired “to-be” state;

Determine the appropriate tools to shape the future processes and determine where improvements are necessary;

Determine Risk Mitigation Strategies that should be employed;

Analyze technical tool gaps and make recommendation of alternatives that shallmeet the needs of the OHC internal and external parties;

Detail the To-Be Process and Performance lifecycle model and provide the Information Value

Change information.

5.2.4 SUBTASK 4 – RECOMMENDED SOLUTION PHASE

The purpose of the Recommended Solution Phase is to provide OHC with a targeted and robust strategy to achieve its desired future state vision. Recommended activities and initiatives shallset the stage to bring OHC more in line with the ideal solutions, processes and organizational changes required to support an improved more efficient, effective and accurate business process.

During this phase, the Contractor shall work to analyze and assess the information gathered during the earlier phases of the BPR process; leading to a detailed future state roadmap and recommended solution.

This roadmap shall include the initiatives and/or projects necessary to implement the future state operating model, along with key milestones, risks and dependencies.

a) The Contractor shall work to develop and document a cohesive recommended solution and future state strategy plan based on the information gathered; incorporating industry best practices, for

HUD’s consideration. The documented strategy shall contain:

Revised process Map

Recommended Technology Architecture

Core Roles and Responsibilities document

Recommended Future State Roadmap

Approach to prioritize list of Future Projects/Initiatives to achieve recommended solution

Performance measures framework

Implementation cost estimates for each project

High-level Functional Requirements for new systems

High-level Data Requirements Document

Continuous Process Improvement Strategy

b) The Contractor shall develop and document the framework and requisite activities in support of an OHC Continuous Process Improvement Strategy including CPI goals, objectives and expected outcomes, project selection plan to identify and prioritize projects and performance measure framework.

c) The Contractor shall develop a future state roadmap that identifies the initiatives required to move toward the desired future state and provide initial estimates that outline the major milestones and dependencies.

5.2.5 SUBTASK 5 – CHANGE MANAGEMENT

Contractor shall provide support in managing the change process for the OHC to achieve its desired future state. The Change Management shall focus on the “as-is” and the defining of the “to-be” state for the OHC business processes that shall focus on the people, process, and shall work with the technology changes that shall impact the business. To ensure effective change management, training and implementation, the Contractor shall work with HUD through the GTR to develop a plan that addresses communications, leadership commitment and buy-in of both internal and external stakeholders, and streamlined process flows that may impact the current skill sets that may require additional skill sets for the future business using Industry best practices.

The Contractor shall utilize proven expert organization Change Management techniques that include comprehensive solutions to assist OHC with defining Change Management impact for use in implementing information technology and business processes for the initiatives.

a. Document the Organizational Impact of the future state for OHC and create an organization

Change Management Roadmap

b. Develop and document a communication strategy aimed at achieving sustained change with OHC lines of business

c. Develop and document an ongoing support and training strategy necessary to drive successful transition to the new processes;

d. Ongoing Training and Support Strategy through transition to HUD OHC lead change management

5.2.6 SUBTASK 6 – PREPARE MONTHLY STATUS REPORTS

The Contractor shall develop and provide the Monthly Status report (MSR) using MS Office Suite applications, by the 10 th of each month via electronic mail to the HUD GTR and GTM. The report shall include the following:

Activities during the reporting period, by task (Include: On-going activities, new activities, activities completed; progress to date on all above mentioned activities. Start each section with a brief description of the task.)

Problems and corrective actions taken. Also include issues or concerns and proposed resolutions to address them.

Risks identification, probability, level of security and solutions

Personnel gains, losses and status

Government actions required.

Resource Planning

Schedule (shows major tasks, milestones, deliverables; planned and actual start and completion dates for each)

Travel information to include summary of trips taken. (Attach trip reports, if required by HUD, to

MSR for reporting period)

Cost incurred by the Cost Line Item Number (CLIN) for the previous month

Accumulated invoiced cost for each CLIN up to the previous month

Projected cost of each CLIN for the current month

Comparison data/monthly performance reports.

5.2.7 SUBTASK 7 – TRAVEL AND TRAVEL REPORTS

Travel may be required for onsite visits to OHC offices outstationed in HUD field offices including locations such as, but not limited to, Santa Ana, CA; Atlanta, GA; New York, NY; Las Vegas, NV; and

Jacksonville, FL. Travel may be required to local onsite visits to OHC stakeholders. For this specific type of local and field office travel under this Contract, the Contractor must comply with the requirements of Federal Travel Regulations.

Under this scope of work, HUD outlines the need for travel onsite to the following sites as part of the listed sub-tasks:

Subtask 5.2.1 d- SWOT Analysis o Santa Ana, CA- 10 business days o Atlanta, GA – 10 business days o New York, NY – 10 business days

After initial onsite visitation to the listed locations, the Contractor shall utilize video-conferencing, phone conferencing and other similar means to conduct additional interviews and elicitation of information. Any additional travel requests by the Contractor shall be submitted in writing with justification, to the HUD

GTR for review by the Contracting Officer.

The Government shall identify the need for a Trip Report when the request for travel is submitted. The

Contractor shall keep a summary of all long-distance travel, to include, as a minimum, the name of the employee, location of travel, duration of trip, and POC at travel location. The Trip Report is due within

10 business days following the completion of each trip.

Travel shall be authorized by the Contracting Officer Representative (COR) as requested by the GTR. No local travel for day to day operations shall be reimbursed. All work shall be performed in accordance with all sections of the Contract.

C-6 DELIVERABLES AND MILESTONES

The Contractor shall complete all work, deliver all deliverables and adhere to all milestones as specified herein. Any papers, recommendations, etc. that the Contractor submits are drafts, not final copies. The

Government reserves the right to make changes to delivery dates.

NLT: No Later Than

All references to days: Government Workdays

Deliverable & Task

No.

Frequency # of Copies Medium/Format Submit To Due Date

Project Start DACA

(BASE)

Kickoff Meeting DACA + 5 days (BASE)

Quality Control Plan

4.7.1

1draft and 1 final, “update as necessary”

1original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA + 10

(BASE)

4.7.2 No later than 10

business days from contract signing, the contractor shall provide HUD with a work plan that details the work breakdown, cost and time-phase of delivery of all listed services in this performance work statement.

Draft(s)

1draft and 1 final, “update as necessary”

1original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA + 10

(BASE)

Presentation to

Introduce BPR

Methodology

Subtask 5.2.1 a

“update as necessary”

1original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA + 50

days (BASE)

BPR Project

Framework and

Communication Plan

Subtask 5.2.1 b

1draft and 1 final, “update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA + 90

days (BASE)

Preliminary Analysis and Strengths, Weaknesses, Opportunities and

Threats (SWOT)

Analysis

Subtask 5.2.1 c and d

1draft and 1 final, “update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA +

260 days

(BASE)

“As-is” Analysis

Subtask 5.2.2 a, b, and c

1draft and 1 final, “update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA +

290 days

(BASE)

Gap Analysis

Subtask 5.2.3 a and b

1draft and 1 final, “update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA +

365 days

(BASE)

Future State Strategy

Plan and Roadmap

Subtask 5.2.4 a, b, and c

“update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA +

450 days

(OPTION 1)

Organizational Impact

Statement of Future

State and Change

Management Roadmap

Subtask 5.2.5 a

1draft and 1 final, “update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA +

589 days

(OPTION 1)

Communication strategy for Change

Management Process in OHC

Subtask 5.2.5 b

1draft and 1 final, “update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA +

630 days

(OPTION 1)

On-going Support and

Training Plan for

Successful Transition

Subtask 5.2.5 c

1draft and 1 final, “update as necessary”

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

DACA +

730 days

(OPTION 1)

Provide on-going training and support to complete successful transition

Subtask 5.2.5 d

On-going after acceptance of

Support and

Training

Strategy through

Final HUD GTR acceptance of all other listed deliverables.

One (1) hard copy

CD and one (1) soft copy via email, or

In –person assistance through video, phone or on-site support.

HUD GTR

and GTM

DACA +

730 days

(OPTION 1)

One (1) hard copy

CD and one (1) soft copy via email

Monthly Status

Reports

Subtask 5.2.6

1 report per month

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

By the 10 th of each month

(BASE +

OPTION 1)

Travel Reports

Subtask 5.2.7

As required by

HUD

1 original and

1 soft copy

One (1) hard copy

CD and one (1) soft copy via email

HUD GTR

and GTM

By the 10 th

(BASE+

OPTION 1)

6.1 Acceptance Criteria: All deliverables shall be submitted in a draft format agreed upon by the

Contractor and the Government. The Government shall provide written acceptance, comments and/or change requests, if any, within 10 work days from Government receipt of the draft deliverable.

Upon receipt of the Government comments, the Contractor shall have five (5) work days to incorporate the Government’s comments and/or change requests and to resubmit…