RPC_+_WRAPS_II_Pre-Solicitation_Documents.pdf

REFUGEE PROCESSING CENTER AND

WORLDWIDE REFUGEE ADMISSIONS

PROCESSING SYSTEM

U.S. Department of State RPC + WRAPS II

Bureau of Population, Refugees, and Migration Pre-Solicitation Announcement

Synopses of Proposed Contract Action

This notice is being transmitted in accordance with FAR Subpart 5.2 and will account for the 15 day pre-solicitation issuance requirement.

Objective

The Department of State (DOS), Bureau of Population, Refugees, and Migration (PRM) is seeking a qualified Contractor to provide ongoing operation of the Refugee Processing Center

(RPC) and the development, enhancement, and maintenance of the Worldwide Refugee

Admissions Processing System (WRAPS).

See attached Draft Performance Work Statement (DPWS) for additional details. Interested vendors should note that there will be changes made to the PWS between now and when the RFP is posted.

The Government will not entertain telephone calls regarding this acquisition. All announcements and amendments made to the solicitation will be posted on FedBizOpps. To receive updates, click on "Register to Receive Notification.”

Acquisition Information

This requirement will be solicited as a 100% small business set-aside.

The anticipated period of performance is one (1) base year and four (4) one-year options;

however, the Government reserves the right to increase the number of one-year option periods to nine (9).

The contract type is to be determined. Tthe anticipated contract type(s) are provided on page 2.

All prospective offerors must be registered in the System for Award Management (SAM) in order to be eligible for award.

The Government anticipates releasing the RFP during the last week of February 2017;

however, this date is subject to change.

The contract will be awarded utilizing the best value trade-off source selection methodology. For this acquisition technical merit is more important than price. This means that the offeror's plan of operation is more significant than cost. As technical merit of the Offeror's proposals become more equal, the evaluated cost or price may become the determining factor.

Offerors will be required to possess an active Secret Facility Clearance at the time of proposal submission.

The National American Individual Classification Standard (NAICS) code for procurement is 541512, Computer Systems Design Services.

The Government intends to hold a site visit at the RPC approximately two weeks after the

RFP has been posted. The RPC is located in the National Capital Region. Additional details on the site visit will be provided with the RFP.

Due to the sensitive nature of some of the Attachments and Exhibits, the Department anticipates either 1) creating a “reading room” during the RFP period for offerors to come and review the documents; or 2) emailing the Attachments and Exhibits directly to interested offerors who have been vetted to ensure they possess a Secret Facility

Clearance. Additional details will be provided with the RFP. No classified information will be shared.

Anticipated Contract Type(s)

The Government anticipates utilizing a hybrid contract type consisting of firm-fixed-price and time-and-materials line items. The proposed contract types are as follows:

Description and PWS Reference Contract Type

Program Management (Section C.4.1) and Reporting

Requirements (Section C.4.2) Firm-fixed-price

RPC Operations (Sections C.4.3.1 through C.4.3.5) Firm-fixed-price

Develop and Deliver Training (Section C.4.3.6) Time portion of time-and-materials

Discovery Sprint (Section C.4.4.1) Firm-Fixed-Price

WRAPS Software Development, System Operation and Maintenance (Section C.4.4, except C.4.4.1)

Time portion of time-and-materials

Maintain RPC Site (Section C.4.5) Time portion of time-and-materials

Other Services (e.g., Section C.4.6 - Emergency) Time portion of time-and-materials

Other Direct Costs Materials portion of time-and-materials

Transition Periods (Section C.4.7) Firm-fixed-price

Firm-fixed-price (see FAR 16.202) = Payment at negotiated firm-fixed-price. Negotiated firm-fixed-price includes direct labor costs, direct non-labor costs, applicable indirect costs, and profit.

Time portion of time-and-materials (see FAR 16.601) = Payment at negotiated fixed fully-loaded hourly labor rates multiplied by the number of allowable actual incurred hours. Negotiated fixed fully-loaded hourly labor rates includes unloaded hourly labor

*The 6-month assessment and roadmap will utilize a firm-fixed-price contract type. Payment of the FFP will be done based on a partial delivery payment schedule outlined in Section B and Section C and negotiated during source selection. The FFP will include all costs associated with the deliverables outlined in Section C.4.4.1.

rates, fringe benefits (if not included in applicable indirect costs), bonus cost (if not included in applicable indirect costs), applicable indirect costs, and profit.

Materials portion of time-and-materials (see FAR 16.601) = Payment at allowable actual incurred materials/other direct costs and applicable indirect costs. Payment of fee or profit is prohibited. Applicable indirect costs are calculated by multiplying negotiated applicable provisional billing indirect cost rates (or established revised billing rates or final indirect cost rates, subject to negotiated ceiling indirect cost rates) by actual incurred materials/other direct costs.

INDUSTRY FEEDBACK

The Government welcomes industry comments in order to fully refine its requirements. When developing responses, please make it clear what Section (Page Number and PWS Section

Reference) is being discussed.

The Government encourages respondents to keep their submission to two pages or less.

Submissions should be provided as a Microsoft Word Document.

Please submit your response no later than February 13, 2017 at 2:00 PM, with electronic files sent to the following points of contact:

Andrew J. Lloyd: Contracting Officer – LloydAJ@state.gov

Grayson E. Cochran: Contract Specialist – CochranGE@state.gov mailto:LloydAJ@state.gov mailto:CochranGE@state.gov

Bureau of Population, Refugees, and Migration Draft Performance Work Statement

SECTION C – PERFORMANCE WORK STATEMENT (PWS)

C.1 INTRODUCTION

The U.S. Department of State (“DOS”, “State”, or “the Department”), Bureau of Population, Refugees, and Migration (PRM) is seeking a Contractor to provide the complete range of support for the management and operations of the Refugee Processing Center (RPC). This includes components of overseas and domestic refugee processing, IT infrastructure and network support, and the maintenance and enhancement of the Worldwide Refugee Admissions Processing

Systems (WRAPS) application, including WRAPS 2 development, delivery, and deployment in accordance with Department of State policy and guidelines.

C.2 VISION AND OBJECTIVES

The purpose of this contract is to partner with a highly qualified Contractor with the capability to:

a) Accomplish all activities listed herein while employing industry best practices in project management, rapid software and application development and deployment, and system security, including risk mitigation. The goal is to ensure on-time delivery, within budget, while using innovative techniques to optimize costs and provide best value to all stakeholders. Furthermore, the Contractor is encouraged to develop, prepare, and submit value engineering change proposals in accordance with FAR Clause 52.248-1 (Value

Engineering).

b) Complete a Discovery Sprint to develop WRAPS 2 roadmap and implement the development of WRAPS 2 into a modern Web system while, in parallel, supporting and maintaining the existing WRAPS operational system so there is minimal to no disruption in the timely processing of refugees. At the same time, the Contractor is required to quickly develop new WRAPS functionality or auxiliary applications in response to stakeholder mandated policies and field-driven changes.

c) Maintain and improve the ability to respond and adapt to rapidly evolving worldwide refugee and security situations. This includes new requirements for refugee processing activities, as well as new software and application requirements. The Contractor must demonstrate proven experience, flexibility and agility in responding to changing business requirements with cost effective innovative solutions.

d) In addition to operations and maintenance activities, provide and maintain secure, reliable system computing environments to support production, development, testing and deployment of WRAPS, as well as back-up and disaster recovery in accordance with

DOS policy and guidelines.

e) Be adaptable and flexible to quickly respond to changing network and infrastructure requirements necessary to meet Department standards in security and to remediate all existing Plan of Action and Milestones (POAM).

f) Recruit and retain subject matter experts who can provide detailed insight and guidance on overseas and domestic refugee processing to operational and technical staff. The

Contractor must also demonstrate innovative ideas for ensuring strong collaboration between operational and technical staff to ensure a strong feedback loop between users and developers.

g) Develop WRAPS 2 in such a way to maximize efficient refugee processing.

C.3 BACKGROUND AND OPERATING ENVIRONMENT

The PRM Bureau provides aid and sustainable solutions for refugees, victims of conflict and stateless people around the world through repatriation, local integration and resettlement in the

U.S. PRM also promotes the United States’ population and migration policies. Its work supports the U.S. foreign policy objectives of promoting peace, maintaining regional stability, promoting sustainable development and relieving human suffering.

An integral component of U.S. refugee policy is the PRM-administered U.S. Refugee

Admissions Program (USRAP). The USRAP reflects the United States’ highest values and aspirations to compassion, generosity and leadership. Since 1975, Americans have welcomed over 3 million refugees from all over the world. Refugees have built new lives, homes and communities in towns and cities in all 50 states. The USRAP is a high priority for the U.S.

Government. On an annual basis, the President in consultation with the U.S. Congress determines an annual limit for admitting the total number of refugees into the U.S.

Resettlement is considered for refugees in urgent need of protection, for refugees for whom the other durable solutions (repatriation and local integration in the country of asylum) are not feasible, and for refugees able to join close family members in the U.S. Refugee applicants can enter the program in a number of different ways involving referrals, direct application, or affidavits filed by relatives in the U.S. Once accepted into the resettlement program as an applicant, the Department of Homeland Security (DHS) must interview the refugee. If approved, the refugee must receive a range of security clearances, a medical clearance and a resettlement sponsorship assurance from a resettlement agency in the U.S. before being scheduled for travel.

Tracking the status of refugees at the different stages prior to arrival in the U.S. is very important in the management of the overall program. PRM works with a number of U.S. Governmental, non-governmental and international organizations to implement the USRAP. Major partners include:

a) The United Nations High Commissioner for Refugees (UNHCR): Identifies and refers refugees in need of resettlement to the U.S. program;

b) Resettlement Support Centers (RSCs): Collect biographic and other information from the applicants to prepare for the adjudication interview and for security screening. Once cases are approved by DHS, prepares case for medical exam, additional security checks and any additional steps requirements prior to travel. Enhanced security screening is a joint responsibility of the Department of State and the Department of Homeland Security and includes the participation of multiple U.S. Government security agencies;

c) The Department of Homeland Security (DHS): Officers from the Department of

Homeland Security’s U.S. Citizenship and Immigration Services (USCIS) review all the information that the RSC has collected and also conduct an in-person interview with each refugee applicant before deciding whether to approve him or her for resettlement in the

United States;

d) Security Vetting Agencies: Federal Law Enforcement and Intelligence agencies work with DHS and the Department of State to rigorously screen all refugee applicants prior to the refugee receiving approval to travel to the United States;

e) The International Organization for Migration (IOM): Arranges transportation for refugees to the U.S. and conducts medical exams in many locations worldwide;

f) Non-governmental Resettlement Agencies in the U.S. (RAs) and their affiliates: Provide basic services to refugees upon their arrival in the U.S.;

g) The Office of Refugee Resettlement (ORR) within the Department of Health and Human

Services (HHS): Provides funding and program support to States to provide additional refugee services.

C.3.1 REFUGEE PROCESSING CENTER AND WRAPS

PRM’s RPC is chartered with the mission to provide technical, data and refugee processing support to assist PRM in achieving its annual USRAP objectives. The RPC devises and delivers both technical and functional digital service solutions that contribute to secure, effective and efficient refugee processing implemented by PRM, RSCs, DHS, RAs, and other PRM partners.

The RPC has developed and deployed a standardized web-based refugee resettlement case management application: WRAPS. The WRAPS application links worldwide PRM partners with a modernized data communications network capable of facilitating the entire refugee resettlement process. RSC instances of WRAPS are connected via a Virtual Private Network to a central data processing facility housed at the RPC in Arlington, VA. Refugee case data is transferred using secure electronic communications from the RSCs to the RPC, which serves as the central repository for all case data. This central repository provides PRM direct access to global data needed for timely analysis, decision-making, and program management. The figure below provides a high-level system overview of data transfer throughout refugee processing from application to resettlement in the U.S.

WRAPS’ primary capabilities include:

a) Refugee case preparation and management

b) Initiation of a wide range of security checks, including the Consular Lookout and Support

System (CLASS) name checks, Security Advisory Opinion (SAO) name checks, and

Interagency re-current vetting

c) Electronic data transfer between RSCs and the RPC

d) Data transfer between the RPC and the RAs

e) Facilitation of refugee travel to the United States

f) Statistical analysis, reporting and data analytics

WRAPS provides a seamless and secure environment for PRM and its partners to facilitate movement of refugees to the U.S. for resettlement. Timely access to global data allows PRM to be proactive rather than reactive. A standardized WRAPS sub-system at the RSCs improves overall efficiency and quality of case preparation. Electronic transfer of data between WRAPS and partners’ headquarters reduces errors associated with manual data entry.

WRAPS is used by the following groups of users:

a) RSC Staff – Enter refugee data and perform day-to-day refugee processing. Interface with the RPC for centralized services, such as CLASS name checks and interagency recurrent security checks. Initiate requests for medical exams, cultural orientation and travel.

b) PRM Program Officers and Management – Access global pipeline information for analysis of the refugee program and access to case specific information for processing follow-up.

c) RPC Staff – Respond to inquiries. Perform name check functions. Maintain the WRAPS system. Provide help desk, system and functional support to the USRAP. Provide reports

--standard and unique. Generate Allocations reports and coordinate weekly Allocations meeting. Validate Affidavit of Relationship (AOR) applications and assurances prior to release to the RSCs. Support new site deployment and emergency response teams established by PRM. Link between the overseas and domestic USRAP partners.

d) RA Staff – Submit AORs, assurances, interests, etc. Receive refugee biographical data and travel information. Access detailed refugee data as required following assurance.

e) Other U.S. Government Agencies – Access WRAPS data for vetting refugee background information, status information and electronic data exchange.

C.3.1.1 Operational Environment and Functional Capabilities

The following graphic depicts a general view of system users, along with the primary functional capabilities of WRAPS subsystems and the communications structure.

WRAPS consists of two functional subsystems: the RPC subsystem in Arlington, VA and a RSC subsystem deployed at eleven overseas sites. A “virtualized multi-server” environment combined with a robust and secure communications network allows the RSCs to address the needs of PRM

Security

Resettlement

M e d ic a l

T r a v e l R e fe r r a l

WRAPS

Worldwide Refugee

Admissions Processing

System

IOM

International

Organization for Migration

WRAPS 2

DoS / PRM DoS Burea of Population, Refugees and Migration

UNHCR

Office of the United

Nations High Commissioner for

Refugees

NVC

DoS National Visa

Center

RAs U.S. Resettlement

Agencies

Affiliates U.S. RA Affiliates

DHS / USCIS

Department of

Homeland Security / U.S. Citizenship and

Immigration Services

P r o

G r e s M iM O

S A

CDC

Centers for Disease

Control

HHS / ORR

Department of

Health and Human Services Office of

Refugee Resettlement

SSA

Social Security Administration

RAs U.S. Resettlement

Agencies

Affiliates U.S. RA Affiliates

RAs U.S. Resettlement

Agencies

Affiliates U.S. RA Affiliates

RSCs Resettlement

Support Centers

CRs RSC Circuit Rides

RPC

Refugee Processing Center Operations

Agency 1 Terrorism Vetting

Agency

Panel

Physicians

Refugee Referrals

Refugee Referrals

R e s e tt le m e n t

A llo c a ti o n R e s e tt le m e n t

A s s u ra n c e

Resettlement Info

R e fu g e e

M e d ic a l In fo R e fu g e e B io d a ta

Sync

P o s t-

A rr iv a l R e p o rt s

Travel Itineraries

Travel Request

Refugee M edica l a nd

Assu rance

In fo

Rep or ts

Medical Request

Medical Results Medical Request

Flight Info/Status

R ef ug ee

S ta tu s

Cas e P ro ce ss ing

C a s e

P ro c e s s in g S e c u ri ty

P ro c e s s in g A llo c /A s s u ra n c e

A d m in is tr a ti o n

R e p o rt s

C a se

P ro ce ss in g

Case Processing

Refugee Biodata Security Check Results

External

Internal

FBI

Refugee Biodata

Adjudication Results

Fingerprint Results

DoS / CA DoS Bureau of Consular Affairs C

L A

S S

Security

Advisory

Opinions

10 ~330

~4010

EIG

TSC

Agency 2 Terrorism Vetting

Agency

Refugee Biodata

Security

Check

Results

Refugee Biodata

RA & Affiliate

Management

Medical Results

Integration

S e a rc h

S e a rc h

Search

A p p ro v a ls

Admin and its program partners. A common infrastructure to facilitate the flow of information and communication throughout the refugee processing community is a critical component of

WRAPS. The infrastructure is based on secure Internet technologies. An IPSec VPN Intranet securely connects eleven overseas RSCs to the RPC for exchanging initial case data, followed by subsequent updates as the case moves through the various stages of processing, starting with case

“acceptance to the program” and ending with the arrival of the refugee(s) in the United States.

Case data updates are synchronized using a two-way data replication between the RPC and the

RSCs. For security purposes, the data exchange between the RPC and RSCs is encrypted. The

RSC servers are capable of operating in a dis-connected mode such that the changes are queued for later communication when the network connectivity has been restored. This functionality is used most frequently when RSCs conduct case processing in remote locations, such as refugee camps, to allow case processing to continue while maintaining data integrity and supporting the secure infrastructure.

In order to meet DOS security requirements, the RPC is in the midst of planning the migration of

WRAPS instances at the RSC to the RPC or taking control of the WRAPS related infrastructure at the RSCs, while retaining access to WRAPS and reporting functionality for the RSC case workers. In the interim there may be a hybrid solution with the ultimate goal of centralizing

WRAPS at DOS or through cloud services at such time that this service is authorized by DOS.

PRM and its partners have secure access to the global repository at the RPC using a Web interface. The RPC exchanges data with the program partners using a secure communication over the Internet. Each RSC has instituted its own data backup and disaster recovery processes.

Once all the WRAPS instances are under RPC control, data back-up will be accomplished by the

RPC. In case of catastrophic events that result in an RSC losing its onsite as well as offsite data stores, the RPC can function as a “last-resort” back-up for the RSC. Messaging is conducted over the Internet in a secure manner utilizing standard E-mail technology such as Simple Mail

Transfer Protocol (SMTP) and Post Office Protocol (POP) version 3.

WRAPS was originally developed in early 2000 based on a technical architecture and technology of its time. The RPC is in the process of rebuilding the WRAPS application into a new system designated as WRAPS 2. This effort is focused on transforming the first version of the system based on an extensive business process re-engineering effort of pertinent refugee processing workflow and on the over 10 years of experience gained in implementing and using an automated information system to manage the refugee admissions process.

WRAPS 2 is envisioned to provide a seamless and secure environment for PRM and its partners to facilitate refugee movement to the U.S. for resettlement and establish the capability on a more modern, and stable code platform. At its core, WRAPS 2 must continue to be a web-based case management system that delivers workflow and reporting capabilities to a wide range of users.

WRAPS is a case management system used to process refugee information from initial application through travel and post-arrival monitoring. In between, WRAPS manages a wide variety of activity, from security and medical processing, to cultural orientation and travel.

WRAPS 2 will include additional business rules and validations built into the system allowing the system to enforce quality control of data and standardization, which will improve overall efficiency and the quality of refugee case preparation. In addition to the core functionality within WRAPS, additional requirements exist that are required to support USRAP processing at the RSCs. Currently the RPC has been conducting discovery sprints to identify native IT solutions put in place by the RSCs to assess feasibility of either taking over responsibility, or developing auxiliary applications.

WRAPS 2 will also support electronic transfer of data to and from partners’ systems, reducing errors associated with manual data entry. The Attachment titled “Technical and Business Info on

WRAPS and RPC” provides technical and business statistic highlights for WRAPS and the RPC.

C.3.2 LEGISLATION

Legislation or Executive Orders instituting changes for the USRAP may be enacted during the period of this contract. The Contractor shall respond to requirements to provide support to these changes, similar in nature to the support provided in this contract.

C.3.3 STANDARDS, GUIDELINES, AND REFERENCES

The Contractor shall adhere to the following Standards, Guidelines, and References, as applicable, over the course of the contract:

a) J-STD-016-1995 (IEEE/EIA Standard for Information Technology, Software Life Cycle

Processes, Software Development)

b) 12207.0-1996 IEEE/EIA Standard: Industry Implementation of International Standard

ISO/IEC 12207:1995 Standard for Information Technology--Software Life Cycle

Processes

c) 12277.1-1997 IEEE/EIA Standard: Industry Implementation of International Standard

ISO/IEC 12207:1995 Standard for Information Technology-- Software Life Cycle

Processes--Life cycle data

d) 12207.2-1997 IEEE/EIA Standard: Industry Implementation of International Standard

ISO/IEC 12207:1995 Standard for Information Technology-- Software Life Cycle

Processes--Implementation considerations

e) EIA-649-1998 (National Consensus Standard for Configuration Management)

f) Worldwide Refugee Admissions Processing System Operational Concept Description

g) Worldwide Refugee Admissions Processing System Technical Architecture

h) WRAPS Deployment Plan

i) WRAPS Software Development Plan

j) WRAPS Quality Assurance Plan

k) WRAPS Software Maintenance Plan

l) WRAPS Information System Security Plan

m) Disaster Recovery Plan

n) WRAPS IT Contingency Plan

o) WRAPS Configuration Management Plan

p) WRAPS Software Test Plan

q) WRAPS Interface Requirements Document and Interface Design Document (IDD)

r) DOSAR 652.239-71 Security Requirements for Unclassified Information Technology

Resources (and all cited standards)

s) FAR 52.204-21 Basic Safeguarding of Covered Contractor Information Systems

t) Department of State Foreign Affairs Manual

u) Department of State Foreign Affairs Handbook

C.4 SCOPE OF WORK

This Performance Work Statement (PWS) specifies the required WRAPS capabilities, but does not direct how those capabilities are to be met. This flexibility enables the Contractor to leverage their expert knowledge and propose solutions that meet PRM’s requirements. The specific tasks associated with this effort are as follows:

a) Program Management (Section C.4.1)

b) Reporting Requirements (Section C.4.2)

c) RPC Operations (Section C.4.3)

d) WRAPS Software Development, System Operation and Maintenance (Section C.4.4)

e) Maintain RPC Site (Section C.4.5)

f) Emergency and Other Tasks (Section C.4.6)

g) Transition Periods (Section C.4.7)

C.4.1 PROGRAM MANAGEMENT

a) Robust program management is critical to the ability of the Contractor and PRM to meet their objectives. The Contractor shall be able to effectively coordinate operations across a number of U.S. Governmental, non-governmental, and international organizations.

Execution of this contract must be based on three guiding principles: 1) no risk to current and future continuity of services; 2) essentiality of communication; and 3) flexibility.

Active Contractor leadership to instill a contractor workforce culture that embraces these guiding principles will help ensure a practical, low risk approach to transition and will work well in partnership with PRM and its partners.

b) Contractor Program Management will be dynamic throughout the entire period of performance. The Contractor will be expected to provide frequent briefings to different stakeholders to apprise them of program objectives, plans, activities and status updates.

c) The Contractor shall provide the technical and functional activities needed for program management of this PWS, including productivity and management methods such as

Quality Assurance, Configuration Management, and Work Breakdown Structure. The

Contractor shall provide the centralized administrative, clerical, documentation and other related functions.

d) The Contractor must be flexible if there is a disruption to the schedule and be able to re-prioritize, re-order, and re-schedule necessary elements, with guidance and concurrence being provided by the Contracting Officer and/or Contracting Officer’s Representative

(COR).

e) The Contractor shall provide sufficient oversight, including regular program reviews attended by Contractor senior management, so that necessary resources are committed to resolve critical project issues in a timely manner. The Contractor shall also include independent quality assurance auditing and reporting activities to ensure adherence to documented standards and best practices.

f) The activities of the RPC are vital to the U.S. Refugee Admissions Program. Therefore, it is particularly important to avoid any disruptions. Throughout the life cycle of operations and maintenance, the contractor shall keep current with the emerging technologies and best practices that could have an impact on WRAPS and RPC operations. The Contractor shall provide the COR with pros and cons on issues and recommendations, including business and technical justifications for purchases of new products and infusion of new technology. The contractor shall work with PRM and other stakeholders to properly understand business requirements and develop an industry best practice approach to technology solutions in accordance with DOS policy and guidance.

g) The Contractor’s Program Management shall work consistently to bridge any divides between users, technical teams, and management.

1. The Contractor shall implement a system to leverage existing channels to understand user needs and usability programs.

2. The Contractor shall ensure transparency about how the RPC answers help desk tickets that result in software change requests.

C.4.1.1 Program Management Plan

PRM recognizes that the success of this program is dependent upon sound planning and a proven execution process. The Contractor shall develop and deliver a Program Management Plan describing the technical approach, organizational resources and management controls to be employed to meet the cost, performance and schedule requirements throughout contract execution. The Program Management Plan shall provide a detailed narrative defining ongoing services to be provided in quantitative and qualitative terms while at the same time providing descriptive instructions on how to achieve/complete specific operational functions. The Program

Management Plan is a living document and can be changed in response to innovative performance improvements. The Program Management Plan shall specifically detail the roles/responsibilities of the “provider” (Contractor) and the “client” (U.S. Government), clearly defining and describing where (when applicable) one provides a service to another. The Program

Management Plan should utilize a combination of text and diagrams to clearly illustrate processes. The Program Management Plan will consist of two drafts submitted for Government review and comment, followed by a final draft which is subject to approval by the CO and COR as stated in the Deliverables Section. Additionally, a joint Government and Contractor annual review of the Program Management Plan will be conducted 30 to 60 calendar days prior to exercising any contract option year to determine if the Plan remains valid or requires updated.

The Program Management Plan shall include at a minimum:

a) Program scope

b) Program organization and responsibility assignment matrix

c) Risk management

d) Quality assurance

e) Configuration management

f) Software Development Life Cycle management

g) System Security

h) Training

i) Work-breakdown structure

j) A detailed integrated management schedule providing sufficient insight into tasking, resources and progress, interdependencies and critical path to project milestones, using an industry standard tool like MS Project or MS Project Server.

k) Project metrics to measure operational, technical and contractual compliance

l) References

C.4.1.2 Customer Service and Support

The Contractor is expected to maintain a customer-focused approach to the work, ensuring a high level of customer satisfaction while operating within the terms and conditions of the contract. The Contractor will also need to work with a wide variety of customers to successfully perform this work. The Contractor shall:

a) Meet the customer’s requirements for timeliness, quality, and cost efficiency. This will include the design and development of a quality assurance plan with viable metrics for performance.

b) Establish and implement quality control procedures by proactively identifying risks, issues, and problems, and then recommending plans for mitigation, whether under

Contractor or DOS control.

c) Work with the customer to resolve issues or problems dealing with any products or services provided under this contract. The Contractor shall resolve problems to the satisfaction of the customer and with minimal impact on the mission.

d) Refer issues and problems immediately to the Contracting Officer’s Representative

(COR) and/or Assistant COR (ACOR).

e) Develop a Customer Satisfaction Survey to use in soliciting customer feedback and gauging customer satisfaction for areas of service performed under this contract. The survey will need to be created and submitted to the COR within 60 business days for

COR approval after the contract award with the ability to conduct the surveys electronically.

The Contractor shall administer the surveys and compile the results into a monthly report that will allow for data tracking and analyses of Contractor performance. The report shall be documented in a uniform format utilizing consistent nomenclature in a format approved by the COR. The Contractor will develop the reporting format within 60 business days of contract award.

C.4.1.3 IT Security Plan

The Contractor shall develop, provide, implement, and maintain an IT Security Plan that meets the requirements of:

a) DOSAR Clause 652.239-71 (Security Requirements for Unclassified Informational

Technology Resources)

b) FAR Clause 52.204-21 (Basic Safeguarding of Covered Contractor Information Systems)

c) Applicable Federal laws that include, but are not limited to, 40 USC 11331, the Federal

Information Security Management Act (FISMA) of 2002, and the E-Government Act of

2002.

The plan shall describe the processes and procedures that will be followed to ensure appropriate security of IT resources that are developed, implemented, processed, or used under this contract.

The plan shall describe those parts of the contract to which this clause applies. The plan shall continue to meet IT security requirements in accordance with Federal and DOS policies and procedure, and will be updated as policies and procedures are revised or changed during the term of the contract.

C.4.2 REPORTING REQUIREMENTS

C.4.2.1 Weekly Status Meetings

The Contractor shall conduct weekly status meetings with the COR. The weekly status meetings shall cover progress achieved, personnel issues, facility management, network and infrastructure operations, staff levels and training, status of upcoming software releases, SOP development, actual workload processed and any other areas relevant to RPC operations. The purpose of the meeting is to ensure that the COR is fully aware of all issues that might affect the RPC’s operations. Areas of interest to be covered will be captured in a dashboard providing a snapshot of current performance across all aspects of program concern.

C.4.2.2 Executive Meetings

At times, the Government will request that the Contractor’s Project Manager present project status updates to the COR (and other Government representatives as necessary) and the

Contractor’s senior management. The purpose of these project meetings is to review progress, but more importantly, discuss open issues that require senior management’s attention and action so as to mitigate any impact on the program. The Contractor shall be prepared to perform these executive meetings on a monthly basis throughout the contract’s period of performance.

C.4.2.3 Monthly Status and Performance Reports

On a monthly basis, the Contractor shall prepare a Monthly Status Report (MSR). The MSR for the previous month shall be delivered to the COR by the 10 th calendar day of each month. The

Contractor shall report on:

a) The status of planned activities against actual performance

b) The status of project risks. Specific action items shall be documented in a Project Action

Items spreadsheet to be developed and maintained by the Contractor. The Contractor shall provide direct access to this tracking system for the COR and other designated personnel

c) Any personnel issues, project issues, and any anticipated problems in meeting the planned schedule and the program objectives

d) Key planned activities for the next month

e) Work accomplished

f) Travel accomplished

g) Completed deliverables

h) Staff training hours (current month and current year)

i) Monthly Project Metrics Report and Management Dashboards. The project metric items and management dashboards shall be jointly established by the Contractor and COR. The metrics will include:

1. Contract monitoring items

2. Project monitoring and action items

3. Other refugee processing parameters

j) Software defects monthly warrant status

1. Number of outstanding software defects identified as warranty items

2. Number of software defects corrected during the month and deployed

3. Number of hours charged to warranty during the month

4. Cumulative hours charged to warranty

k) Financial performance, identifying planned versus actual expenditures and resource utilization

1. Status of funds/hours expended by task (current month and year)

2. Other direct costs (e.g., lease costs, materials, software, hardware, etc.)

3. Adjustments (such as difference from the previous month ODC estimate and

ODC actual)

4. Total Direct Cost

5. Total Contract Value

6. Total Contract Expenditure to-date (to include labor, ODCs)

7. Remaining Budget

8. Average monthly burn rate (depicting separate burn rate by each CLIN, i.e. labor, ODC)

9. Estimated date funding will be expended.

10. Chart that depicts the monthly trend of funds expended versus total projected funds for all months.

11. Monthly direct labor expenditure of Contractor personnel. The Contractor shall list each staff member by name and for each staff member, depict total monthly hours expended, cumulative total hours used, and burn rate percentage.

12. Chart that depicts the monthly trend of hours expended versus hours projected for all months.

C.4.2.4 Compliance Matrix

The Contractor shall develop and deliver a Contract Compliance Matrix detailing the pertinent requirements of the PWS. This matrix shall be delivered to the COR within thirty (30) days after the contract award and shall be updated every six months and provided to the COR for review.

C.4.3 RPC OPERATIONS

C.4.3.1 Generate Reports and Conduct Statistical and Predictive Analyses

The Contractor shall design, modify and disseminate system-generated WRAPS reports to assist

PRM, RSCs, RAs, DHS, and other partners with overall refugees processing. This includes reports related to the refugee pipeline, allocations, new cases, arrivals, affiliate monitoring and reconciliation as well as data fixes. The Contractor shall also respond to frequent PRM and partner requests for new and/or ad hoc reports. Refer to Attachment 2 for details. Additionally, the Contractor will provide comprehensive query capabilities to support statistical analysis and quality control checks.

The Contractor shall develop specialized data modeling to help PRM better manage refugee processing times and arrivals using a sophisticated predictive analysis capability and data from

WRAPS. The Contractor will work with PRM and other partners to develop SLAs for each processing step for a refugee to travel to the U.S. to ensure the process is as efficient as possible.

C.4.3.2 Operate the WRAPS Help Desk

The Contractor shall staff a Help Desk on a 24/6/365 basis. The Help Desk will not be operational on Saturdays, unless an emergency situation exists or the Contracting Officer issues a modification to the PWS.

The Contractor shall:

a) Utilize an appropriate software tool to track all work performed by the Help Desk. The current software tool is TrackIT. If the Contractor decides to utilize a new software tool, all historical data will need to be migrated to the new software platform

b) Research and answer a wide range of questions about WRAPS functions and operations, refugee processing procedures, and WRAPS technical questions

c) Handle refugee case inquiries in a manner consistent with privacy regulations and DOS guidance

d) Provide consolidated support for functional and technical issues for both internal and external WRAPS customers

e) Resolve and coordinate the resolution of customer problems and act as liaison between the RPC technical/functional staff and the customer community

f) Track outstanding requests for services

g) Log, monitor, track and resolve requests for assistance and ensure all requests are closed per established SLAs

h) Report trends to Contractor management and the RPC Director to ensure management understanding of new or emerging problems in the user community

i) Utilize the Help Desk Knowledge Base to extract inferences and suggest solutions to inquiries

j) Write trouble tickets for WRAPS problems and assign them to the appropriate RPC staff

k) Utilize established escalation procedures

l) Maintain Help Desk hardware and software tools provided by the Government

m) Provide monthly Help Desk status reports including usage statistics

n) Implement Data correction requests according to developed SOPs

o) Maintain RA Affiliate Directory per PRM guidelines

p) Manage the system access program in accordance with prescribed guidance from PRM

q) Standardize and maintain WRAPS user management for RPC, RSC and other USG users.

r) Standardize and maintain user management for the secure file transfer site.

The Government reserves the right to task the Contractor with providing on-site support services at the RSCs.

C.4.3.3 Overseas Refugee Processing

In accordance with approved PRM policy and program direction and WRAPS SOPs, the

Contractor shall perform the following tasks in support of Overseas Refugee Case Processing

(Note: these tasks can change based on policy updates to the program):

a) Manage the allocation of case and alien numbers within WRAPS

b) Conduct CLASS Name checks, resolve hits, and determine clearances in compliance with

DOS and DHS guidelines

c) Generate Security Advisory Opinions and input results in compliance with DOS guidelines

d) Enter DHS denials into the CLASS system

e) Receive and process V-93 cases in conjunction with Embassies

f) Periodically receive and process Amerasian cases in conjunction with the US Embassy in

Vietnam

g) Serve as an information resource on V-93 processing for Embassies

h) Process sensitive cases that cannot be processed by an RSC

i) Process Special Immigrant Visa Cases for Reception and Placement benefits

j) Receive and process applications for the P2 I-130 program for Iraqi and Syrian refugees

k) Track workload and ensure that any developing backlog is raised to senior management before it becomes a backlog

l) Assist with User Acceptance Testing.

m) Provide regular feedback to the RPC software team on WRAPS performance and functionality, including through reviewing Software Change Requests.

C.4.3.4 Domestic Refugee Processing

In accordance with approved PRM policy and program direction and WRAPS SOPs, the

Contractor shall perform the following tasks in support of Domestic Refugee Case Processing

(Note: these tasks can change based on updates to the policy for the program).

a) Prepare for and facilitate weekly allocations meetings

b) Process RA assurances, amended assurances, transfers, and waivers.

c) Regularly communicate with RAs, including through the use of automated reports, in support of efficient refugee processing.

d) Receive and process the AORs for the P-3 program and Central American Minors (CAM) including processing DNA results.

e) Verify IOM ABNs, Nominal Rolls and Departure Notices with case data and resolve discrepancies in order to confirm arrivals

f) Generate and process post arrival reports

g) Reconcile WRAPS refugee arrival information with RA records and provide reports to

PRM/Comptroller

h) Track workload and ensure that any developing backlog is raised to senior management before it becomes a backlog

i) Assist with User Acceptance Testing.

n) Provide regular feedback to the RPC software team on WRAPS performance and functionality, including through reviewing Software Change Requests.

C.4.3.5 PRM Reception and Placement Program – Monitoring Support

PRM manages the Reception and Placement (R&P) Program for the initial resettlement of refugees in the U.S. The purpose of the R&P Program is to promote the successful resettlement of all persons who are admitted under the USRAP. Private, non-profit organizations provide the

R&P Program services to assist refugees to achieve self-sufficiency as quickly as possible.

The Contractor shall provide monitoring support to PRM’s R&P Program Officers to ensure that the core services are provided to refugees and the program objectives are met.

The contract monitoring support shall include:

a) Review R&P program objectives and develop monitoring activities plan

b) Coordinate and plan site visits with affiliate

c) Gather and review information from affiliate prior to visit

d) Conduct affiliate monitoring

e) Debrief with PRM after the visit

f) Prepare and deliver report to PRM

C.4.3.6 Develop and Deliver Training

The primary objective of the training program is to develop and deliver trainings that can be used with RSC staff throughout the world to help users effectively use WRAPS for case processing, understand how to implement new policies and SOPs, and achieve standard refugee case processing in WRAPS. In addition to training users on WRAPS functionality, the program must also train users on changes to WRAPS case processing caused by policy changes.

a) Identify the objectives, needs, strategy, and curriculum to be addressed in training for all

WRAPS users. The Contractor shall identify target audiences and skills. The Contractor shall recommend topics in which continuing training must be conducted. Separate training curriculums shall be maintained for RPC users and other WRAPS end users. In addition to training in the use, operation, and maintenance of WRAPS, the training plan shall cover general refugee processing concepts, policies, procedures, etc.

b) Demonstrate innovative user training techniques which combine contemporary best practices of instructional design aligned with PRM goals

c) Maintain and continually update the RPC Staff Training Plan and provide continuing training support for all RPC managers, support, technical and operational personnel.

d) Maintain the WRAPS end users’ training materials, including online Help screens and online User Guides

e) Train users in new functionality as WRAPS 2 is incrementally developed and deployed

f) Develop and deliver periodic follow-on training for RSCs for new WRAPS users.

g) Maintain the effectiveness of the Train-the-Trainer program

h) The product of this task shall be the RPC Staff Training Plan, WRAPS training materials, and a training system that can be used with end users overseas and at the RPC. All of these products should be updated as new functionality is implemented.

i) The training system and training material shall be developed using scrambled data so as to protect personally identifiable information (PII) in accordance with DOS policy and guidelines

The Government reserves the right to task the Contractor with providing on-site support services at the RSCs.

C.4.4 WRAPS SOFTWARE DEVELOPMENT, SYSTEM OPERATION AND

MAINTENANCE

a) The Contractor shall maintain, manage, enhance and deliver the WRAPS application software including fixing defects and maintaining tools and databases, as required in accordance with the approved WRAPS Standards, Practices and Procedures. Software documentation, including but not limited to those defined in Section C.4.4.3 (Develop, Deliver, Update and Maintain SOPs for RPC and RSC Operations) and Section C.4.4.8

(WRAPS Documentation) and Section C.3.3 (Standards, Guidelines, and References), shall be maintained and updated. All software developed or modified under this contract will remain the property of the U.S. Government.

C.4.4.1 Discovery Sprint

a) The Contractor will conduct a discovery sprint to deliver a road map with recommendations to complete development of the WRAPS 2 application. The key objective of this road map will be to provide the Government with necessary information to determine the path forward for WRAPS 2 development. At a minimum, the deliverable must include analysis on potential approaches including continued custom application development path with migration of existing functionality and new requirements, or leveraging DOS approved COTS case management solutions to meet the needs of the program. The key considerations must include but are not limited to:

1. Cost

i. Upfront –vs- enduring

2. Delivery

i. Initial release

ii. COTS Minimum Viable Product (MVP) vs Continued release management, version solutions

3. Operational Impact

i. Forecasted USRAP impact of tying operations to limited control platform

ii. Forecasted refactoring of RPC roles

iii. Forecasted refactoring of RSC operations

iv. Forecasted refactoring of Security Posture

b) This discovery sprint will be based on an agile approach with the following expectations:

1. The Contractor will convene an initial planning meeting with COR and A/COR within 30 days of award

2. Each sprint will last no more than 10 business days in duration

3. The discovery sprint team will hold daily Stand ups

4. The PM and DPM will provide weekly progress updates to the COR and A/COR

5. The Sprint Team will convene monthly Progress Reviews with Government

6. First Draft delivered 120 days after contract award

7. Final Draft delivered 180 days after contract award

8. Government requests 30 day review period for to finalize a decision

C.4.4.2 Software Development, System Operation and Maintenance

a) After the roadmap from the discovery sprint has been approved, the Contractor is expected to begin work on the implementation of WRAPS 2 solution within 10 business days of decision rendered by the government.

b) As with any production system, in-depth analysis shall be done prior to making changes to the WRAPS application software so as to understand the impact of the proposed changes on the existing software code base. For implementation of new technology, planning shall include detailed prototyping of key architectural, functional, security and operational aspects so as to prove the concept and minimize cost, schedule, and operational risks.

c) In parallel to the discovery…