Section J ATTACHMENT J_Sample Task Order for Canada.docx

United States Department of State

Bureau of Consular Affairs (CA)

Global Support Strategy (GSS) for Overseas Consular Support Services

GSS for Canada

Statement of Objectives

Table of Contents

Scope of Services

The Bureau of Consular Affairs (CA) within the Department of State (DoS) is executing its Global Support Strategy (GSS) for Overseas Consular Support and seeks to award a performance-based task order to provide support services for consular operations in Canada Background

The Bureau of Consular Affairs is the public face of the Department of State for millions of foreign nationals around the world. CA is responsible for the protection of U.S. border security and the facilitation of legitimate travel to the United States. These far-reaching consular activities have broad foreign policy and domestic political implications and involve serious legal, humanitarian and management concerns. Responsibility for these functions is vested within the Department of State in the Assistant Secretary for Consular Affairs and for their implementation abroad in consular officers assigned to Foreign Service posts.

The posts covered by this task order have employed user-pays information, appointment, fee collection, document delivery and greeter services. Although user-pays services have helped posts meet their workload and improved customer service, such partnerships have been entered into on a piecemeal basis; this has led to a lack of transparency and inconsistent costs and service standards. The use of these services has also led to a multiplication of business processes and limited our ability to effectively launch new procedures and requirements. In addition to addressing legal and regulatory concerns, CA sees the establishment of the Global Support Strategy as an opportunity to make significant improvements to the integrity and performance of existing operations.

Task Order Performance Objectives Note: Contract Section C, Scope of Services and its objectives/activities apply to this task order.

Objective 1: Launch a regional GSS program within 90 days of award.

Objective 2: Provide service package two, which includes information services, appointment services, fee collection services, document delivery services, and greeter services, for U.S. Embassy Ottawa and U.S. Consulates Calgary, Montreal, Toronto, and Vancouver.

Objective 3: Provide service package three, which includes information services, appointment services, fee collection services, and document delivery services, for U.S. Consulates Halifax and Quebec.

The Department of State requires the Contractor to employ best practices, and utilize its expertise to propose creative solutions that will meet the objectives stated above. Contractors shall prioritize the task order objectives in a way that best achieves the Departmental and CA mission and goals in a cost-effective manner. Under a performance-based contract structure, performance metrics and service level agreements (SLA) will be used extensively to monitor the performance of this task order. The Government and the winning Contractor will baseline and monitor progress using agreed-to performance metrics and service level agreements.

Estimated Workload Data

The following table provides workload estimates for performance under this task order:

Assumptions and Constraints

Note: Contract Section J, Listing of Attachments, Attachment C, Constraints and Mandatory Program Requirements applies to this task order.

a. General

i. The contractor shall provide a single point of contact and on-site management for GSS services under this task order. That individual must be available for at least quarterly on-site meetings at each covered post.

b. GSS Services

i. Information services shall, at a minimum, be provided via interactive website. This information shall be available in English and French.

ii. Applicants shall be able to collect their documents at one or more distributed points of service (i.e. courier offices). Applicants must choose the preferred location at the time they make their appointment.

iii. Where service package two (2) is provided, the contractor must provide a minimum of one greeter per 100 applicants, based on average daily appointments over a month. For consular sections accessed via elevators (Vancouver and Calgary), the minimum ratio is one greeter per 50 applicants.

Service Level Standards and Customer Satisfaction

Note: Refer to Contract Section J, Listing of Attachments, Attachment E, Notional Metrics for definitions of metrics listed below.

a. The support services metrics that are applicable to performance under this task order include:

i. For all service packages

a) Service Downtime

b) Service Rework

c) Service Capacity Incidents

d) Service Availability Incidents

e) Customer Survey Satisfaction

f) Mean Call Abandon Rate (for all live operator services)

g) Agent Service Level (for all live operator services)

h) Call Duration Incident Rate (for all live operator services)

i) Lost Document Rate

j) Document Delivery to Applicants

b. The management services metrics that are applicable to performance under this task order include:

i. For all service packages

a) Local Compliance Incidents

b) Call Monitoring Incidents (for all live operator services)

c) Data Delivery Incident Rate

d) Provision of Management Data

e) Provision of Quality Data

f) Status Reporting

g) Embassy/Post Satisfaction

h) Contractual Requirements

i) Fee Deposit Incidents

j) Fee Mismatch Incidents

k) Document Delivery to USG

c. The quality services metrics that are applicable to performance under this task order include:

i. For all service packages

a) Data Resend Incident Rate

b) Provision of Public Information

c) Fee Collection Error Rate

d) Document Resend Incident Rate

d. The security services metrics that are applicable to performance under this task order include:

i. For all service packages

a) Cleared Personnel

b) Audit Compliance

c) Fraud Prevention Program

d) Physical Security Incidents

e) Data Security Incidents

f) Courier Security Incidents

e. The Government reserves the right to impose additional standards and performance and quality metrics on authorized premium (user-pays) services that shall be met if the contractor wishes to continue providing those services.

Security

a. The Contractor shall comply with and adhere to the security requirements outlined in the umbrella GSS contract. The Government reserves the right to add, delete, and/or modify the security requirements, as necessary or as directed by Diplomatic Security, or other U.S. Government security agencies.

b. The Contractor must receive approval from the Bureau of Consular Affairs and the Bureau of Diplomatic Security (DS) for all exceptions to existing security guidelines and regulations.

Transition Period

a. Phase-In

Phase-in transition activities shall be performed in accordance with a USG approved transition plan to be provided by the Contractor. This plan shall describe all activities that must be completed by the Contractor to assume operational responsibility of GSS services within 90 days of award.

b. Phase-Out

The Contractor’s proposed performance statement of work shall include a task order phase-out period to closeout the task order. The phase-out period will include all activities necessary for a seamless transition upon the completion of the task order’s period of performance. The Contractor shall assume a phase-out period of thirty (30) days prior to the end of the task order period of performance. The Contractor Phase-Out Plan shall be delivered not later than 120 days prior to the end of the second option year or prior to the end of the current period of performance when the government provides written notification that it does not intend to exercise an option year, whichever is sooner.

Period of Performance

c. The base period of performance will be 12 months from task order award with four (4) one (1) year option periods.

Place of Performance

d. The Contractor shall perform work within the scope of this task order at the Contractor’s facilities or, in the case of Service Package One or Service Package Two (in which greeter services are provided), at the U.S. embassy or consulate.

GSS for Canada Statement of Objectives

Historical Data

e. Historical Workload – Service Package Two

f. Historical Workload Data – Service Package Two

Note: The “IV Workload” column includes IV cases issued in a given month as well as IV cases received that were being processed but did not result in an issuance for that month.

Month

NIV

Workload IVs Issued NIV Workload + IVs Issued

IV

Workload

g. Historical Workload – Service Package Three

h. Historical Workload Data – Service Package Three

NIV

Workload

i. Historical NIV Refusal Data – Service Package Two

j. Historical NIV Refusal Data – Service Package Three

k. User-Pays Service Data (Canada-wide)

Agent Quality Score (%) Web Transactions (#)

Service Package Two: NIV Workload & IVs Issued NIV Workload 38626 38657 38687 38718 38749 38777 38808 38838 38869 38899 38930 38961 38991 39022 39052 39083 39114 39142 39173 39203 39234 39264 39295 39326 39356 39387 39417 39448 39479 39508 39539 39569 39600 39630 39661 39692 39722 39753 39783 39814 39845 39873 39904 39934 39965 39995 40026 40057 10637 10802 9985 10555 10644 13574 10338 12604 12432 11550 12642 9685 12242 11519 10665 11933 11245 13865 11616 13000 13194 10609 11869 8655 10623 10340 9002 10254 11013 11083 12290 10791 10896 9028 9737 10086 10277 8295 8361 9752 10149 11303 11208 10967 IVs Issued 38626 38657 38687 38718 38749 38777 38808 38838 38869 38899 38930 38961 38991 39022 39052 39083 39114 39142 39173 39203 39234 39264 39295 39326 39356 39387 39417 39448 39479 39508 39539 39569 39600 39630 39661 39692 39722 39753 39783 39814 39845 39873 39904 39934 39965 39995 40026 40057 466 407 384 506 471 502 498 552 592 487 561 440 516 429 373 363 409 468 484 438 290 385 357 276 609 372 434 438 405 511 520 555 489 428 467 551 466 407 435 317 272 346 396 390 NIV Workload IVs Issued Service Package Three: NIV Workload 38626 38657 38687 38718 38749 38777 38808 38838 38869 38899 38930 38961 38991 39022 39052 39083 39114 39142 39173 39203 39234 39264 39295 39326 39356 39387 39417 39448 39479 39508 39539 39569 39600 39630 39661 39692 39722 39753 39783 39814 39845 39873 39904 39934 39965 39995 40026 40057 287 333 351 309 340 408 535 496 483 398 473 289 501 364 352 512 378 465 513 587 582 421 578 579 477 448 250 428 444 364 581 495 557 514 492 470 527 412 462 348 405 550 502 471 NIV Workload