Section J_ATTACHMENT D1_GSS Management Information.docx

ATTACHMENT D1 - Global Support Strategy (GSS) Management Information

Contractors shall submit the following data in a data exchange file in agreed upon format, to be incorporated into a Government system used by both Washington and post users. The data shall be used in multi-dimensional reporting about applicants, fees, backlogs and more. It shall also be used to collect contractor reports of performance metrics.

· Information about the applicant must be available from the first encounter, be it through an information, appointment, or fee payment service (versus the current state in which consular managers often do not know who is in the appointment/fee queue until they receive an appointment list)

· Records should be person-centric and include the following applicant-specific data elements:

· Name

· Nationality

· Date of birth

· Place of birth

· Passport Information

· Number

· Place of Issuance

· Date of Issuance

· Date of Expiration

· Address

· Email address

· Phone numbers (e.g., home, business, and/or cell)

· Type of visa requested

· If IV, case number, DS-260 barcode number, and petitioner name

· If NIV, the DS-160 barcode number, type of visa sought, and date previous visa (if any) expired

· In instances where information services are provided, records should include the following elements:

· Time and date when interaction occurred

· ID and location of GSS employee providing service (if applicable)

· Length of service transaction (if applicable)

· Comment field

· In instances where appointment services are provided, records should be created any time an appointment is scheduled (whether first appointment or rescheduled appointment) and should include the following elements:

· Time and date when interaction occurred

· ID and location of GSS employee providing service (if applicable)

· Length of service transaction (if applicable)

· Time, date, and location of appointment

· Type of appointment (e.g., interview or OFC)

· Whether or not applicant appeared

· Comment field

· In instances where fee collection services are provided, records should include the following elements:

· Time, date, amount, method, and location of transaction

· Time and date of deposit into USG account

· ID and location of GSS employee providing service (if applicable)

· Comment field

· In instances where document delivery services are provided, records should include the following elements:

· ID and location of GSS employee handling an applicant’s documents

· Courier tracking number (if applicable, including vendor designator)

· Time, date and location of document departure from point of origin

· Time, date and location of document arrival at final point of destination

· Comment field

· In instances where offsite data collection services are provided, records should include the following elements:

· Time, date, and location of transaction

· Length of service transaction

· ID of GSS employee performing biometric data collection

· Comment field

· Cases must be linked to or must reference related applications, as in the case of multiple applicants from the same household.

· Data must be submitted by the contractor daily or as specified by task order.

· The data should provide a reference to searchable, archived phone recordings (for call centers) and CCTV recordings (for Offsite Facilitation Centers) of the applicant’s interactions with contract staff.

· In addition to records and data fields stated above, the contractor will provide contract performance and quality data required to assess incentives and disincentives [see Section J, Listing of Attachments, Attachment E, GSS Notional Metrics].