Section J_ATTACHMENT K_Sample Task Order for Mexico.docx

United States Department of State

Bureau of Consular Affairs (CA)

Global Support Strategy (GSS) for Overseas Consular Support Services

GSS for Mexico

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 Mexico.

Background

The Bureau of Consular Affairs is the public face of the U.S. Government for millions of foreign national visa applicants around the world. CA must facilitate legitimate travel to the United States while ensuring adequate protection of U.S. border security. These far-reaching consular activities have broad foreign policy and domestic political implications and involve serious legal 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 a patchwork of user-pays information, appointment, fee collection and document delivery 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 GSS program covering all of Mexico within one hundred twenty (120) days of award.

Objective 2: Provide service package one, which includes information services, appointment services, fee collection services, document delivery services, and offsite data collection services, for all Mexico posts.

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 to coordinate Mexico-wide GSS services under this task order, as well as a local manager for each supported post. These managers must be available for daily consultation, including (in rare instances) after-hours emergencies, and for at least weekly on-site meetings at the supported post.

b. GSS Services

i. Information services shall, at a minimum, be provided in Spanish via telephone and interactive website.

ii. With regard to document delivery services, applicants shall be able to collect their issued visa, Mexican passport and related 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.

2. Also with regard to document delivery services, for revalidation cases (who meet guidelines provided separately), the OFC must collect the applicant's passport and any supporting documentation specifically required by post and deliver that documentation daily to the supported consular section for processing.

3. In the case of Mexico City, Merida, and Guadalajara, posts will then issue approvable visas, paste them in passports, and return all documentation for final delivery to the applicant. If a case cannot be issued, posts will return the documentation to the courier, who will schedule an interview appointment for the applicant and return their documentation to the applicant prior to the interview.

3. In the case of all other Mexico posts, the contractor will deliver applicant documents (including passports) to posts, posts will adjudicate the case, and for every issued case will return the documentation to the contractor, who will either deliver it or store it securely for delivery with the issued Border Crossing Card (BCC). Posts will give the issued BCCs to the contractor for delivery at a later date. If a case cannot be issued, posts will return the documentation to the courier, who will schedule an interview appointment for the applicant and return the documentation to the applicant prior to the interview.

iv. The contractor must provide a minimum of one (1) greeter per one hundred (100) applicants, based on average daily appointments over the previous thirty (30) day period.

v. The contractor may propose OFC locations based on population centers, but no OFCs may be located further than two hundred fifty (250) miles from the supported consular section and every location must be approved by the Government. The Government may disallow centers within the two hundred fifty (250) mile distance if the workload does not justify the travel time required to exercise adequate oversight. Each OFC must have its own manager.

Government Furnished Equipment

a. Hardware

The USG will provide hardware for offsite biometric data collection, including but not limited to:

· All live-photo capture cameras, accessories (e.g., cables), and supplies for regular maintenance (e.g., lens cleaner)

· All fingerprint scanners, accessories (e.g., cables), and supplies for regular maintenance (e.g., glass cleaner)

· Workstations and servers to be used only for biometric data collection activities and to be used only in conjunction with provided biometric data collection hardware

· Peripherals and accessories for all USG workstations and servers, including:

· Monitor

· Keyboard

· Mouse

· Cables (PSU, monitor)

· 1-D barcode scanners

· 2-D barcode scanners

· UPS devices for USG workstations and servers

Quantities for hardware items above, to include an additional 10% for readily available spares, will be proposed by the contractor in conjunction with their service model and associated staffing requirements. The contractor shall be responsible for notifying the contracting officer when the quantity of readily available spares goes below 10%, 5%, and 1%. If the contractor has not followed proper procedures for notifying the Government when levels of readily available spares fall below pre-defined thresholds, any related service disruptions will not be attributable to the Government.

The Government will manage procurement, delivery/acceptance, initial installation/set up, and periodic refresh of hardware. The contractor shall not be held accountable for adverse performance should the Government be unable to comply with proposed service levels. Notional service levels for USG-provided hardware include:

· The Government will deliver initial hardware according to a mutually agreed schedule prior to the conclusion of the transition phase for a task order.

· A Government representative will be on site to inspect and accept hardware delivery upon its arrival

· All equipment will be set up and operational according to a mutually agreed schedule prior to the conclusion of the transition phase for a task order.

· Equipment will be refreshed based on a four (4) year hardware refresh cycle.

· A Government representative will be on site to inspect and verify proper removal of hardware from the facility

The USG will not provide any other hardware for offsite biometric data collection facilities, including but not limited to:

· Document scanners

· Printers

· Printer Supplies

· Ink / Toner

· Paper

· Telephones / phone lines

· Internet routing and connectivity hardware

· Bandwidth

· Photo copier / fax machines

· Workstations/servers not involved in biometric data collection activities

· Peripherals, accessories, and UPS devices for contractor provided workstations/servers

· CCTV:

· Cameras

· Storage / archival of recordings

· Recording media

The USG will not provide hardware for any non-OFC contractor facility.

b. Software

The USG will pre-image all USG hardware with required software, including but not limited to: workstation OS and custom USG software required for remote collection of biometric data.

The USG will not provide software for any non-USG hardware.

c. Hardware Support

It is the responsibility of the contractor to demonstrate due diligence in diagnosis and repair of suspected hardware-related support issues prior to requesting USG IT support. Failure to do so may result in a negative performance evaluation. DoS will provide a service level agreement to the contractor regarding timeframes to acknowledge, review, and either accept or reject an issue, and incorporate additional service level characteristics as needed. Notional service levels for USG-provided hardware include:

· The Government shall acknowledge receipt of a hardware-related support request within twenty four (24) hours of receipt.

· Following acknowledgement of receipt, the Government shall take no more than forty eight (48) hours to review the request and any accompanying documentation to determine if the issue is accepted or rejected.

The USG will provide remote “level 3” IT support for USG-supplied hardware. The Government may provide workarounds in lieu of remedying the root cause.

The USG shall not be responsible, but may provide assistance, for resolving “Level 3” IT support for incidents that result from contractor negligence, including but not limited to:

· Hardware faults resulting from incorrect configuration of non-USG custom software (e.g., operating system) settings

· Hardware faults resulting from viruses or other malicious computer code

· Loose or mismatched hardware connections

· Hardware faults resulting from poor sanitary conditions

· Hardware faults resulting from contractor error (e.g., immersion in liquid)

The USG will not support any non-USG hardware.

d. Software Support

It is the responsibility of the contractor to demonstrate due diligence in diagnosis of suspected software-related support issues prior to requesting USG IT support. Failure to do so may result in a negative performance evaluation. DoS will provide a service level agreement to the contractor regarding timeframes to acknowledge, review, and either accept or reject an issue, and incorporate additional service level characteristics as needed. Notional service levels for USG provided software include:

· The Government shall acknowledge receipt of a software related support request within twenty four (24) hours of receipt.

· Following acknowledgement of receipt, the Government shall take no more than forty eight (48) hours to review the request and any accompanying documentation to determine if the issue is accepted or rejected.

IT support for USG-provided software will include:

· Analysis and verification of remote data collection software and/or live-photo capture software as the root cause of a suspected issue

· Remote and on-site re-installation, configuration, and testing of remote data collection software to resolve issues and demonstrate performance within USG tolerances.

The USG will not provide IT support for issues related to non-USG software or general IT administration, including but not limited to:

· Network software configuration

· User level access

· Operating system inquiries

· Productivity software inquiries (e.g., Microsoft Office) Service Level Standards and Customer Satisfaction

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 Response

f) Customer Survey Satisfaction

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

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

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

j) Lost Document Rate

k) Document Delivery to Applicants

l) OFC Appointment Reject Rate

m) OFC Biodata Collection Rate

n) Appointment Wait Time

o) Appearance Wait Time

p) Appearance Service Durations

q) Appearance Throughout

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) CCTV Incidents

d) Data Delivery Incident Rate

e) Document Delivery to USG

f) Fee Deposit Incidents

g) Fee Mismatch Incidents

h) Provision of Management Data

i) Provision of Quality Data

j) Status Reporting

k) Embassy/Post Satisfaction

l) Contractual Requirements

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

i. For all service packages

a) Mismatched Biometrics

b) Biodata Reject Rate

c) Data Resend Incident Rate

d) Document Resend Incident Rate

e) Fee Collection Error Rate

f) Data Quality Incident Rate

g) Provision of Public Information

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. If the Government authorizes provision of premium (user-pays) services, the Government reserves the right to impose service level standards and performance and quality metrics that shall be met in regard to such services. The Government reserves the right to withdraw authorization for premium (user-pays) services if the imposed service level standards and performance and quality metrics are not met.

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 one hundred twenty (120) 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 one hundred twenty (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 twenty four (24) 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 greeter services provided under service package one or service package two, at the U.S. embassy or consulate.

GSS for Mexico Statement of Objectives

Historical Data

e. Historical Workload – Service Package One

f. Historical Workload Data – Service Package One

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

Note: The following table provides a breakdown of NIV workload by location.

Month

NIV

Workload

g. Historical NIV Refusal Data – Service Package One

h. Historical User-Pays Service Data – Service Package One

The table summarizes service data for the period January 1, 2008 thru December 31, 2008.

Notes:

· Majority of callers use a 900 service.

· Applicant service centers handled 95,714 applicants in 2008.

i. Historical Distribution of Applicants – Service Package One

Note: The following table provides an approximate breakdown of the ratio of visa applicants in Mexico by state.

Note: The following table provides an approximate breakdown of the ratio of visa applicants by city within each state.

Mexico: Mission Mexico: 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 88014 97528 100238 99114 95938 139264 104644 106660 110761 105013 120941 110809 127109 104303 106358 113851 103974 136792 128536 135445 135385 131945 126455 107346 121755 102214 101178 100549 106905 100983 119155 94756 111831 115031 105935 96384 108649 85230 80393 62514 82421 99787 83114 62056 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 4296 4575 3608 4967 4304 3667 3651 4748 5642 3964 4798 4326 4663 3378 4167 4135 3497 4787 4161 4179 4284 3926 5753 6512 9138 7028 7954 10283 12076 8760 9227 4583 8178 4613 3719 4572 5209 2562 4041 4414 4243 3882 3228 2086 NIV Workload IVs Issued