HECM_LCUT_for_Fedbizopps1.docx

Performance Work Statement (PWS) HECM Loan Comparison and Underwriting Tool 11/28/2018 Version 1.0

Performance Work Statement (PWS) HECM Loan Comparison and Underwriting Tool Vision Statement

The Contractor shall administer and maintain an existing HECM Loan Comparison and Underwriting Tool (HLCUT) with secure access that is 508-compliant. The HECM Loan Comparison and Underwriting Tool shall provide calculations of all types of HECM loan products including cost of origination, servicing, mortgage insurance premium, amortization schedules, total annual loan cost and required question tracking. It shall include a component for financial assessment and shall link to other HECM counselor HUD designated required Online Tools, currently the Client Budget and Resource Identification Tool (CBRIT) or other online HECM tools designated by HUD. The HLCUT shall be available in both English and Spanish. This shall include any improvement or modifications as recommended by the Contractor or by the COR.

1 General Information

1.1 Introduction

The purpose of this contract is to provide an existing HECM Loan Comparison and Underwriting Tool for Home Equity Conversion Mortgage (HECM) roster counselors with secure online access. The HLCUT must be 508-compliant. The HLCUT shall provide calculations of all types of HECM loan products including cost of origination, servicing, mortgage insurance premium, amortization schedules, total annual loan cost and required client questions tracking. It shall also provide a financial assessment component consistent with HECM program requirements. It shall link to other HECM counselor HUD designated required Online Tools, currently Client Budget and Resource Identification Tool (CBRIT) or other online HECM tools designated by HUD.

1.2 Background

Seniors who are interested in obtaining a HECM loan must receive housing counseling from a HUD HECM roster counselor consistent with the requirements of 24 CFR 206. HECM counselors are required by HUD Handbook 7610.1, Chapter 4 and Appendix 4, (referred to as the HECM Protocol) to educate clients on all the features of HECM and the potential impact on the clients current and future circumstances. Handbook 7610.1 Chapter 4, paragraph 4-4 and Appendix 4, attachment B-11 require HECM counselors to use a HUD designated HLCUT as part of a counseling session.

The Office of Housing Counseling (OHC) is responsible for the administration and oversight of HUDs Housing Counseling Program (HCP). Authorized by Section 106 of the Housing and Urban Development Act of 1968 (12 U.S.C. 1701x), the HCP 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.

1.3 Constraints

The work of this contract shall adhere to the rules, regulations, laws, and standards specified by HUD; the Federal government; Section 106 of the Housing and Urban Development Act of 1968 (12 U.S.C.1701x); the Housing Counseling Program.

· Office of Housing Counseling Website: https://www.hudexchange.info/programs/housing-counseling/

· HUD Housing Counseling handbook: http://portal.hud.gov/hudportal/HUD?src=/program_offices/administration/hudclips/handbooks/hsgh/7610.1

· HUD HECM Regulation: https://www.gpo.gov/fdsys/browse/collectionCfr.action?collectionCode=CFR&searchPath=Title+24%2FSubtitle+B%2FChapter+II%2FSubchapter+B%2FPart+206&oldPath=Title+24%2FSubtitle+B%2FChapter+II%2FSubchapter+B&isCollapsed=true&selectedYearFrom=2010&ycord=1296 HUD counseling regulations: http://www.gpo.gov/fdsys/pkg/CFR-2010-title24-vol2/xml/CFR-2010-title24-vol2-part214.xml

1.4 Description of Services

The Contractor shall provide an existing HECM Loan Comparison and Underwriting Tool (HLCUT) with ongoing administration and maintenance for approved housing counseling agencies. The HLCUT shall create individualized loan print-outs, amortization schedules, and total annual loan cost analyses for HECM counselors to utilize in conducting scheduled counseling sessions. The HLCUT shall track both individual counselor activity and activity by counseling agency. The HLCUT shall link to other HECM counseling HUD designated Online Tools, currently Client Budget and Resource Identification Tool (CBRIT) or other online HECM tools designated by HUD. In accordance with the requirements defined in this Scope of Work, the HLCUT shall include a component for tracking responses to the required questions counselors must ask a client to confirm their understanding of the HECM product. The HLCUT shall also include a financial assessment feature that is structured consistent with the most current HECM underwriting requirements. The HLCUT shall be available in both English and Spanish and be 508 compliant.

1.5 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 Contactor shall be the sole responsibility of the Government.

1.6 Period of Performance

The Period of Performance shall be for one Base Year of 12 months and four 12-month Option Years.

1.7 Place of Performance

The services to be performed under this contract shall be performed at the Contractors facility.

1.8 Hours of Operation

The Contractor is responsible for providing services between the hours of 8:30 am EST to 4:30 pm EST Monday thru Friday except for Federal holidays 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 will be 8 hours each day Monday through Friday. The Government reserves the right to change hours of operation or restrict contractor access. Work outside of these daily hours is prohibited without Contracting Officer approval. Government agencies will not be available during scheduled holidays, inclement weather, weekends, and after duty hours.

The Contractor shall 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.

1.9 Special Qualifications

The Contractor shall employ one or more experts as determined by profession, education, knowledge, and experience with the housing counseling industry and the HECM loan program. The Contractor shall employ one or more experts with at least 5 years experiences in the areas noted above. The Contractor shall provide resumes of these personnel as evidence of meeting this requirement for COR approval. This expertise is required due to the complex nature of the HECM program and related tool requirements.

1.10 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 Subpart 42.5. The Government intends to convene a Post Award Conference with the Contractor within ten business days after contract award. The Contracting Officer will notify the Contractor of the specific date, location, and agenda within five business days after contract award.

1.11 Status Meetings

The Contracting Officer, Contracting Officer 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.

1.12 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. 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 will not reimburse Contractor's local travel. Local travel is defined as travel within fifty (50) miles of Washington, DC. All other travel will be reimbursed on a cost reimbursable basis; no profit or fee will be paid.

1.13 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 30-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.

1.14 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 30-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 on going work. The Contractor shall provide 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/Work Days - Every official work day of the week which are days between and including Monday to Friday. This does not include public 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 Representative (COR) - 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.

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.

Home Equity Conversion Mortgage (HECM) - A specific home loan program offered by the FHA, often called a reverse mortgage.

Performance Requirements 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.

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 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.

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.

Service Contract - A contract that directly engages the time and effort of a Contractor whose primary purpose is to perform an identifiable task rather than to furnish an end item of supply.

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.

Subject Matter Expert (SME) - An employee of the U.S. Government assigned 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 or perform COR duties specifically reserved for them.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms

AQL - Acceptable Quality Level

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 CO - Contracting Officer COR - Contracting Officer Representative CPO - Office of the Chief Procurement Officer of HUD EST - Eastern Standard Time (U.S.)

GAO - U.S. General Accounting Office HECM - Home Equity Conversion Mortgage HUD - U.S. Department of Housing and Urban Development HUDAR - HUD Acquisition Regulation HUD/ISG - Internet Services Group within the Telecom Processing Division HUD Web - HUDs Intranet Web Site and related WEB pages.

IG or OIG - Inspector General (Office of) LOCCS - Line of Credit Control System OCPO - Office of the Chief Procurement Officer OIG - Office of Inspector General OMB - Office of Management and Budget PM - Project Manager POC - Point of Contact PPM - Project Planning and Management QA - Quality Assurance QASP - Quality Assurance Surveillance Plan QCP - Quality Control Plan SF - Standard Form SME - Subject Matter Expert TBD - To be determined U.S.C. - United States Code 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

No Government services will be provided.

3.2 Facilities

No Government services will be provided.

3.3 Equipment

No Government services will be provided.

3.4 Materials

No Government materials will be provided.

Copies of required materials may be provided to the Contractor in hard copy or soft copy. All materials will remain the property of the Government and will be returned to the COR 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. 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 a facility adequate to perform the required functions under this contract.

4.2 Equipment

The contractor shall furnish all equipment including software adequate to perform the required functions under this contract.

4.3 Material

The contractor shall furnish all material necessary to perform the required functions under this contract.

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 COR.

4.5 Contractor Personnel

The Contractor shall provide a Contract/Project Manager who shall be responsible for the performance of work. An alternate shall also be designated to act in the absence of the Contract/Project 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/Project Manager and 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 COR, 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 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/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.

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 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 work space area with their name and company affiliation, or at 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 to the Government as directed.

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 (QASP). 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.

5 Specific Tasks

5.1 Project Management Plan

The Contractor shall provide a Draft Project Management Plan (PMP) for an existing online HECM Loan Comparison and Underwriting Tool (HLCUT) with secure access that is 508-compliant with the Contractors proposal for COR approval. The HECM Loan Comparison and Underwriting Tool (HLCUT) shall create individualized loan print-outs, amortization schedule, and total annual loan cost analysis for HECM counselors to utilize in conducting scheduled counseling session. These printouts provide customized reverse mortgage loan analysis and comparison information for all HECM products, loan amortization schedules in a format that elderly clients can clearly understand and visualize. The format of these documents will be reviewed and approved by the COR. The Online Tool shall be available in both English and Spanish. The Contractor shall make changes to the Online Tool to be consistent with current and ongoing changes to the HECM program.

The PMP shall include at a minimum:

· A discussion of the process to ensure 508 compliance.

· A discussion of the process to ensure secure access to required parties.

· A discussion of the workflow of the HLCUT from sign-in to individualized loan print-outs, amortization schedule, and total annual loan cost analysis for HECM counselors.

· Contracting staff directly responsible for administering and maintaining HLCUT.

· Transition in plan for launch of HLCUT.

· Transition out plan for conclusion of contract.

· Initial and ongoing training for HECM roster counselors and designated Office of Housing Counseling staff.

· A discussion of the process for making periodic reviews of HECM program requirements for the purpose of updating the Online Tool and implementing approved changes.

· A schedule implementing the HECM program requirements.

· Describe processes for providing technical support to agency staff and counselors.

· HLCUT Continuity and Contingency Plan that outlines back-up or repair processes and plans in cases of failure of the HCLUT or loss of service to counselors.

Within 15 calendar days after contract award, the Contractor shall provide the Final PMP to the COR for COR approval. This PMP shall be updated as necessary throughout the life of the contract. Any changes to the PMP are subject to COR and SME review and approval.

Performance Standards

a) Standard: The contractor shall ensure they provide a complete draft and final PMP addressee all the areas noted in this section.

AQL: 5% deviation

b) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% deviation.

Deliverables A001 Draft and Final PMP

5.2 HECM Loan Comparison and Underwriting Tool (HLCUT)

The Contractor shall provide an existing HECM Loan Comparison and Underwriting Tool (HLCUT) that provides HECM loan product analysis for HECM roster counselors. The HECM Loan Comparison and Underwriting Tool (HLCUT) shall create individualized loan print-outs, amortization schedule, and a total annual loan cost analysis for HECM counselors to utilize in conducting scheduled counseling session for elderly consumers. These printouts provide customized reverse mortgage loan analysis and comparison information for all HECM products, loan amortization schedules shall be presented in a format that elderly clients can clearly understand and visualize. The Contractor shall have the format of these documents reviewed and approved by the COR prior to usage.

The HLCUT ensures that the quality of HECM counseling is maintained, and that elderly consumers are provided with the necessary information to make critical and important decisions regarding a reverse mortgage. The HLCUT shall track both individual counselor activity and activity by counseling agency.

The Contractor shall ensure the tool is operational within 30 days of the expiration of the current HECM loan calculation online tool. The Contractor shall launch HLCUT no later than one day prior to expiration of the contract for the current HECM loan calculation tool as designated by the COR.

The HLCUT shall link to other HUD designated HECM counseling Online Tools, currently Client Budget and Resource Identification Tool (CRBIT) and may include other online HECM tools designated by HUD. The HLCUT shall include a component for tracking responses to the required questions from HUD handbook 7610. Rev 5, counselors must ask a client to confirm their understanding of the HECM product. The HLCUT shall also include a financial assessment component that is consistent with the most current HECM underwriting requirements. This shall include any improvement or modifications as recommended by the contractor or by HUD.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% deviation.

b) Standard: The contractor shall ensure 95% of the HECM Loan Comparison and Underwriting Tool is operational and functioning 24 hours a day.

AQL: 5% deviation.

Deliverables

A002 HLCUT

5.2.1 HCLUT Access for HECM Roster Counselors

The Contractor shall provide each existing, new, or renewed HECM roster counselor with a unique identifier and user-selected password to access to the HECM Loan Comparison and Underwriting Tool. The Contractor shall provide access to the HLCUT to existing HECM roster counselors from a list provided by the COR. The Contractor shall make the HLCUT available to all HECM roster counselors. The list of counselors required access changes regularly. It shall be the contractor's responsibility to ensure access is removed from counselors who no longer provide services and provide access to new counselors. Access shall be limited to those counselors who are active HECM roster counselors or other agency personnel as designated by the agency and approved by the COR.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% deviation.

Deliverables

A002 HLCUT

5.2.2 HCLUT HECM Reports and Other Functionality

The purpose of this tool is to create individualized loan analyses and comparisons for HECM loan counselors prior to HECM clients scheduled counseling sessions. The Contractor shall make the HLCUT available to all HECM roster counselors, so they may enter individual client data to produce required loan comparison print-outs. The Contractor shall ensure the HCLUT provides accurate print-outs that include:

· Future remaining credit line projections based on credit line draws specified by the client (if the client selects a credit line).

· A comparison of estimated loan details at closing.

· Projected loan comparisons as various future times including projected figures for total cash received, cash remaining, and total cost expressed in terms of total dollars and a total annual average rate.

· Amortization projections for selected products with year-by-year details the loans negatively amortize: as the loan balance increases, equity decreases). Use of graphic and/or color-coded charts to make material more understandable to senior clients is permitted.

· A feature to perform a financial assessment based on the most current HUD underwriting requirements for HECM loans. The Contractor shall provide for modifications to this feature based on any changes in HUD underwriting requirements for HECM financial assessment.

· Track client responses to questions counselors must ask clients to confirm understanding of HECM products as required by Handbook 7610.1 Rev 5, Appendix 4 (HECM protocol).

All reports shall print in an easy to read format approved by the COR and SME. Additionally, the Contractor shall provide a link for counselors to access and utilize other HUD designated and required tools, currently Client Budget and Resource Identification Tool or other online tools as identified by HUD.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% Deviation Deliverables

A002 HLCUT

5.2.3 The HECM Loan Comparison and Underwriting Tool shall be available in both English and Spanish.

Performance Standards

a) Standard: Contractor is 95% accurate in translation.

AQL: 5% deviation.

Deliverables

A002 HLCUT

5.3 Updates and Support

The Contractor shall provide support as necessary to administer and maintain the HECM Loan Comparison and Underwriting Tool. The Contractor shall update the existing HECM Loan Comparison and Underwriting Tool with interest rate changes and any other changes necessary because of HECM loan regulation or policy changes specified in mortgagee letters or regulations effective during the contract period of performance. The contractor shall provide the COR and SME a monthly report that identifies and explains any changes or updates made to the HLCUT in the previous month.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% deviation Deliverables A003 Monthly Report

5.3.1 Technical Support

The Contractor shall provide technical assistance to HECM counselors and agencies in addition to the HUD Office of Housing Counseling (OHC) staff on an as-needed basis. Processes for technical support shall be outlined in the PMP. The contractor shall report on technical support provided to all users on a monthly basis.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% Deviation Deliverables A003 Monthly Report

5.3.2 User Training

The Contractor shall provide initial and ongoing training on use of the HECM Loan Comparison and Underwriting Tool for counseling agencies to HECM counselors and HUD OHC staff, as designated by the COR. The plan for this training shall be outlined in the PMP. All training provided shall be reported through the monthly report.

Performance Standards

a) Standard: 95 % compliance with contract requirements.

AQL: 5% deviation Deliverables A003 Monthly Report

5.3.3 Monthly Report

The Contractor shall provide a Monthly Report that includes at a minimum:

· Proposed improvement and changes to HLCUT to be consistent with HECM requirements.

· Any initial and ongoing training of counselors and designated HUD staff.

· A summary of technical support requests and action by the Contractor.

· HLCUT use volume by agency and counselor and analysis of any trends based on usage.

· A report that analyzes trends in usage by counselor and agency.

· A report by agency, the number of HECM Certificates issued and Client Budget and Resource Identification Tool or other online HECM tools designated by HUD usage along with RMA usage.

HUD will provide the contractor access to the Client Budget and Resource Identification Tool or other online HECM tools identified by HUD, and FHA Connection certificate reports. The Contractor shall provide other reports as required by HUD to evaluate the HECM counseling program.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% Deviation Deliverables A003 Monthly Report

5.3.4 Quarterly Modification Report

On a quarterly basis, the contractor shall provide a Report to the COR with recommendations for modifications and improvements based on HUD changes to the HECM program. If there are no program changes the report shall so state. The contractor shall ensure that they have adequate expertise and staffing available for technical assistance as needed.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% Deviation Deliverables A005 Quarterly Modification Report

5.3.5 Monthly Teleconference Call

The Contractor shall conduct a monthly teleconference call with the COR, SME, and any designated program staff to review the Monthly Report and other contract matters. The Contractor shall take Minutes of each meeting at no cost to the government and submit to the COR for approval.

Performance Standards

a) Standard: Contractor is within 95% compliance with section requirements.

AQL: 5% Deviation Deliverables A004 Meeting Minutes

6 Deliverables The Contractor shall complete all work and submit all deliverables as specified herein. The Government reserves the right to make changes to delivery dates.

The monthly report shall include at a minimum

Proposed improvement and changes to HLCUT to be consistent with HECM requirements Include any initial and ongoing training of counselors and designated HUD staff Include a summary of any technical assistance request and action by the Contractor

Include the HLCUT use volume by agency and counselor and analysis of any trends based on usage.

6.1 Quality Control Plan

The Contractor's QCP shall be delivered to the COR within 30 days after contract award (or with the Contractor's proposal if it is an evaluation factor). The QCP shall be submitted to the COR within 5 business days when changes are made thereafter. After acceptance of the QCP, the Contractor shall receive the Contracting Officer's acceptance in writing of any proposed change to its quality control system.

6.2 Acceptance Criteria

All deliverables shall be submitted in a draft format agreed upon by the Contractor and the Government. Acceptance of all deliverables shall be reviewed and approved by the COR via email with any attachments.

7 Performance Requirements Summary The summary chart below lists the contract's primary requirements, the associated performance standards, the expected target performance, and the methods of surveillance. While some contract requirements may not be listed in the chart below, requirements not appearing on the PRS chart do not negate the Contractor's obligation to perform all requirements as specified in the contract. Additionally, HUD reserves all rights and remedies under the provisions and clauses of the contract when performance of any contract requirement, whether or not listed below, is unacceptable.

HUD will develop a Quality Assurance Surveillance Plan to be used to provide contract oversight. In conjunction with the Contractor's Quality Control Plan and various other methods of assessing performance, the COR and SME may perform on-site reviews and/or other types of verification to determine that the specified target performance requirements have been met.

Regular review of Contractor performance is critical to the overall success of the contract. On a monthly basis, the COR will evaluate the quality of the product or services.

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

Performance Requirement Summary (PRS)

AQL: 5% deviation

b) Contractor is within 95% compliance with section requirements.

AQL: 5% deviation.

Document past performance paying attention to performance that exceeded the standard.

OR

Document past performance paying attention to performance that failed to meet the standard.

AQL: 5% deviation.

b) The contractor shall ensure 95% of the HECM Loan Comparison and Underwriting Tool is operational and functioning 24 hours a day.

AQL: 5% deviation.

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% deviation.

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% Deviation

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% deviation.

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% deviation

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% Deviation

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% deviation

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% Deviation

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% Deviation

Document past performance paying attention to performance that exceeded the standard.

AQL: 5% Deviation

Document past performance paying attention to performance that exceeded the standard.