SOW_PCOLS_8-16-12.docx

Statement of Work (SOW) Purchase Card On-Line System (PCOLS) Tier II Help Desk

1. Background

PCOLS is a DOD wide, DOD-operated electronic federated capability that Government Purchase Card (GPC) officials will use to improve the management and accountability of their respective GPC Program organizations. PCOLS is comprised of four major applications and is interdependent with several others. The PCOLS automated tools are the Enterprise Monitoring and Management of Accounts (EMMA), Authorization, Issuance and Maintenance (AIM), PCOLS Reporting, Data Mining/Risk Assessment (DM/RA). The PCOLS Tier II Help Desk is operated by the DLA Logistics Information Services (DLA Log Info Svc), a component of the Defense Logistics Agency (DLA). In operation since 2010 at the Hart Doyle Inouye Federal Center in Battle Creek, MI, the PCOLS help desk provides comprehensive support to Government users registering and using applications in the PCOLS system. The PCOLS Tier II Help Desk will be composed of contracted personnel that employ desktop tools and expertise in purchase card requirements and processes to interface with customers via telephone and e-mail, for the resolution of a wide variety of registration and operations related issues.

The Tier II Help Desk supports the Government-wide Purchase Card Program mandated by the Office of the Undersecretary of Defense (OUSD) and Defense Procurement and Acquisition Policy (DPAP). The Government wide Commercial Purchase Card Program was created to provide an efficient means for federal agencies to purchase goods and Services directly from vendors. Agencies acquire purchase cards and related Services from banks that have been awarded contracts under the General Services Administration (GSA) SmartPay®II Program. The Army, Air Force and Defense Agencies obtain their purchase cards and Services through task orders with US Bank, while the Navy and Marine Corps obtain cards and Services from Citibank. Operation of the PCOLS Tier II help desk is a vital Government activity and is critical to Purchase Card support activities. Implementation of the purchase card allowed DOD to replace the paper-based, time-consuming purchase order process. This implementation resulted in reduced procurement lead time; transaction cost savings, reduced procurement office workload, and facilitated a less costly payment process for the Department. By streamlining the business process, DOD resources are freed up for critical national security needs. The uninterrupted operation of the PCOLS Tier II Help Desk is critical to procurement actions by the Defense Agencies as well as all of the Military Services.

2. Objectives

The procurement action is to implement a Tier II help desk to provide services to the users of the PCOLS system and support to the Tier III and Purchase Card Program Management Office. The requirements are for the operation and support of the Government Purchase Card Program via a “Tier II help desk” at DLA Log Info Svc in Battle Creek, MI. PCOLS operates multiple interactive applications used by the Defense Agencies and the Military Services. These applications include: EMMA, AIM, PCOLS Reporting, DM and RA.

3. Scope

The PCOLS Tier II Help Desk requires subject matter experts who provide program management support, training, and in-depth problem resolution via Tier II customer support for all of the PCOLS applications. The Tier II Help Desk works closely with a diverse variety of customers including: Tier I customer support at the DLA Customer Interaction Center (CIC), Tier III Help Desk, Defense Manpower Data Center (DMDC) personnel, Purchase Card Policy Office (PCPO), FICO personnel, US Bank and Citibank representatives, DLA Training Team members and users from defense agencies and the Services to include: Agency Organization Program Coordinator, Approving Billing Official Supervisors, Billing Official Pool Members, Cardholder Supervisors, Installation Resource Manager, and Cardholders. This support will ensure the accuracy and timeliness of data throughout the Government Purchase Card system.

4. Security Requirements

DOD 5200.2r DOD Personnel Security Program, requires DOD military and civilian personnel as well as DOD consultants and contractor personnel who perform work on sensitive Automated Information Assurance (AIS) Systems, which are designated as one of three sensitivity Tiers (IT-I, IT-II, IT-III), to have designated security clearances. These designations equate to Critical Sensitive, Non-critical Sensitive, and Non-sensitive. Defense Logistics Agency (DLA) has implemented the DOD policy in DLAR 5200.11, DLA Personnel Security Program. The contractor shall assure that individuals assigned to the following sensitive positions, as determined by the Government, have completed the appropriate forms.

For IT-I and IT-II positions, the required investigation shall be completed prior to the assignment of individuals to sensitive duties associated with the Command Security Office (DLA Disposition Services-DDS Personnel Security), 74 North Washington, Battle Creek, Michigan, 49037-3092. The provisions outlined above apply to the prime contractor and any subcontractors the prime contractor may employ. No contractor personnel performing sensitive duties shall be allowed to commence work on this effort until his or her trustworthiness has been favorably adjudicated. In lieu of the correct investigations being completed when contract employees start, a waiver may be submitted if no issues exist within the Electronic Personnel Security Questionnaire (EPSQ) or the Electronic Questionnaire for Investigation Processing (eQIP) paperwork.

The contractor shall comply with the Homeland Security Presidential Directive/HSPD-12.

5. Specific Tasks

5.1 Tier II Help Desk Support

In the operation of the PCOLS Tier II Help Desk, contractor personnel shall provide customer support for:

· Troubleshooting User Issues in EMMA/AIM/PCOLS Reporting/DM/RA

· Answering questions regarding roles and provisioning

· Identify system issues and report to Tier III when applicable

Tier II PCOLS Help Desk Support includes:

· General PCOLS User Support/Assistance

· EMMA

Knowledge of Hierarchy Structure, proper Provisioning Roles, log-in/access issues

· AIM

Knowledge of updating AIM profile, identifying organizations within AIM, familiarization with email notifications related to tasks, knowledge of roles and account activities associated with those roles, training verification and certificates

· PCOLS Reporting Knowledge of a defined set of reports on purchase card accounts and users of the AIM application, processes for running and exporting these reports

· DM/RA

Knowledge of DM/RA system, applicable codes and audit transactions customers will encounter, log in/access issues

· Knowledge of user requirements in regards to GPC and PCPO Policy and deployment schedule

· Knowledge of online resources, tools, information, and trainings available for PCOLS users

· Assisting customers with website configurations to include checking security or browser settings and resolving firewall/proxy Server issues

· Assisting customers via telephone support in a prompt and professional manner

· Capturing all call/actions in the call center software tool(s)

· Providing email support to customers internally and externally

· Participating in data quality projects as necessary

· Troubleshooting error messages within the application to assist customer in successful completion of account actions

· Maintaining strict confidentiality of sensitive financial information

· Attending PCOLS meetings as requested and providing necessary information to PCOLS team members.

· Providing recommendations to the DLA Log Info Svc PCOLS lead to assist in resolving programmatic problems

· Participating in and completing all DOD mandatory training as required

· Personnel on-site shall be available for similar services in other related areas of DLA Log Info Svc if mutually agreed to by the contractor and the Government, and the tasks fall within the general limits of this PWS, including its normal hours of operation.

· The PCOLS Tier II Help Desk shall provide Help Desk coverage from 0800 to 1700 Eastern Standard Time Monday through Friday (Federal Holidays excluded).

5.2 Training Support

The contractor shall provide training support for users of the PCOLS system.

· Posting webinar schedule to DLA Log Info Svc PCOLS website and distribution to PCOLS user community

· Updating training materials, as necessary, when system changes are implemented during regular releases and upgrades

· Acting as a Subject Matter Expert (SME) during webinars to answer user questions outside of the scope of the prepared material

· Traveling, as required, to trainings, including annual GSA SmartPay®2 Conference, to provide hands on customer support to PCOLS Users

· Posting updates of training materials on DAU website as requested

5.3 Program Management Support

Program Management Integration and Support to include:

· The contractor shall provide all activities related to supporting the PCPO as tasked. Activities include, but are not limited to, briefings, studies and analysis, professional and technical Services and similar activities, with all required work anticipated within normal work hours.

6. Required Skill Sets/Expertise

Experience/Knowledge Areas:

· The contractor shall have experience utilizing the Government furnished PCOLS Software and associated system software. Software utilized shall include but not be limited to: SAP CRM, Microsoft Office, and Avaya phone system.

· The contractor shall understand and effectively communicate with customers on the complete PCOLS process beginning with setting up organizational hierarchies, provisioning users, account migration and reviewing transactions in the DM/RA tool.

· The contractor shall understand how each of the PCOLS Systems fit together, how the data is used and what data elements are required and optional.

· The contractor shall have knowledge of how the PCOLS applications work to identify system and user issues.

· The contractor shall understand how interfacing systems fit together with PCOLS, such as the Defense Enrollment Eligibility Reporting System (DEERS), the User Maintenance Portal (UMP), US Bank and Citibank.

· The contractor shall have experience making independent decisions based on the information obtained during research to resolve customer problems. The contractor shall follow the problems through to resolution. The contractor shall communicate that resolution to the customer.

· The contractor shall have experience assisting identified Military and/or Government customers.

· The contractor shall have experience in documenting and reporting processing, system, or website problems to the DLA Log Info Svc PCOLS lead.

· The contractor shall have experience acting as an advocate for irate callers who demand to speak to a supervisor/program manager immediately. The contractor shall make every reasonable attempt to correct the issue/problem before escalating to the DLA Log Info Svc PCOLS lead.

· The contractor shall understand PCOLS workflows, and be able to assist customers in issues related to their Organizations and Roles as related to their Purchase Card Hierarchy.

Applications:

MS Office 2010 SAP CRM software version 7.0 Microsoft Word 2010 or current version Microsoft Outlook 2010 or current version Microsoft Excel 2010 or current version Microsoft PowerPoint 2010 or current version TechSmith Snagit 10 or current version

7. Place of Performance

Work to be performed at the Hart-Dole-Inouye Federal Center, Battle Creek, Michigan.

8. Period of Performance

Base order period: April 1, 2013 through March 31, 2014

9. Contract Type

Firm Fixed Price

10. Delivery Schedule

10.1 Tier II Help Desk Services

The PCOLS Tier II Help Desk shall provide inquiry coverage (e-mail, fax, telephone and Internet) on regular business days from 0800-1700 Eastern Time, Monday through Friday (federal holidays excluded). Help Desk Support will include a formal Monthly Status Report, and informal daily and weekly e-mail reports as required. Anticipated workload based on approximately 45,000 provisioned PCOLS users.

10.2 Customer Relationship Management Call Handling

Receipt of Customer Relationship Management (CRM) call tickets in various electronic formats and response to inquiries in appropriate media formats (email, fax, mail, telephone).

10.2.1 Other Data Entry/Customer Assistance Support

Contractor personnel that are on site during normal work hours for this effort shall be available for similar Services in other related areas of DLA Log Info Svc if mutually agreed to by the contractor and the Government, and found within the general scope of this effort.

10.2.2 Anticipated Workload

The PCOLS Tier II Help Desk shall provide expert assistance to the PCOLS customer group to include all instances of direct customer contact via phone or other media. The Tier II Help Desk shall provide data quality management improvement as needed through special projects as determined necessary, and all within normal work hours.

· The PCOLS Tier II Help Desk shall be operational Monday through Friday and will observe holiday closings in accordance with the HDI Federal Center holiday schedule. Continuous hours of staffed operation will be from 0800 Eastern Time to 1700 Eastern Time.

· Staffing for the PCOLS Tier II Help Desk shall include all necessary full-time customer-Services representatives, onsite project management, and offsite and part-time project management as necessary.

· Through these facilities, equipment and personnel capabilities, the contractor shall operate a unified and intelligent inbound call center supporting multiple means of interaction (telephone, voice-mail, IVR, fax, e-mail and Internet).

· Existing contractors shall provide training to all new-hires for the PCOLS Tier II Help Desk on a variety of subjects including: personal computer operations and software, customer Services practices, Internet and e-mail usage, inquiry management software, telephone skills, PCOLS programs and related DOD electronic business/electronic commerce initiatives. This training shall occur both prior to PCOLS Tier II Help Desk activity for new-hires and shall also be an on-going component of the employee’s resource development plan. Training shall include but not be limited to: providing assistance through the use of the EMMA, AIM, PCOLS Reporting and DM/RA tools, as well as review and use of all training manuals for aforementioned applications.

· Standard Operation Procedures shall be written and updated by the contractor, as requested by the PCPO

· The contractor shall provide complete and current Standard Operating Procedures to the PCPO as required.

· The Standard Operating Procedures shall include, but not be limited to, PCOLS Tier II Help Desk training documents, PCOLS Tier II procedures and/or instructions and current PCOLS screen prints.

· The contractor shall update the Standard Operating Procedures, and provide a copy to the PCPO, no later than 5 working days after implementation of a change on the PCOLS system or upon changes to the PCOLS Tier II procedures and/or instructions as required.

10.3 Project Management

Operational and administrative support as described above to include but not limited to a formal Monthly Status Report and informal weekly e-mail reports as required. Project Contractor Manager shall meet with DLA Log Info Svc PCOLS lead for quarterly progress update meetings. Help Desk Support shall include a formal Monthly Status Report and informal weekly e-mail reports as required.

10.3.1 Monthly Status Reports

The contractor shall provide a monthly status report by the close of business of the 5th workday of each month as required. This report shall be organized by:

Workload accountability report

· * Note travel is limited to 1trip per year of performance, for up to 3 contractor employees at the duty location for not more than 5 business days. This cost is not separately priced and is to be included in the monthly all-inclusive charge for this PWS.

10.3.2 Technical Working Group Meetings

The contractor shall participate in technical working group (TWG) meetings at least once a week to exchange detailed information regarding the status of work in progress and to support the preparation of deliverables as required. The TWGs will be held at the place of performance and by teleconference with the DLA Log Info Svc PCOLS lead as needed. The meeting will cover issues concerning performance, security, requirements, operations, and staffing. The contractor shall document and email TWG minutes to all TWG attendees. The TWG minutes shall contain list of attendees, meeting date, meeting location, Status Review, Issues/Concerns, Action Items, and Actions resolved.

10.3.3 In-progress Reviews

The contractor shall conduct formal In Progress Reviews (IPRs) to be held quarterly. The IPRs shall include contractor management, COR, DLA Log Info Svc PCOLS lead, and additional Government and contractor representatives deemed necessary by the COR and/or the DLA Log Info Svc PCOLS lead. The IPR will provide a forum for Government review of progress, planning, and issues related to the SOW. The contractor shall document and email IPR minutes to IPR attendees. The IPR minutes shall contain list of attendees, meeting date, meeting location, Status Review, Issues/Concerns, Action Items, and Actions resolved.

10.3.4 Workload Accountability Report

The contractor shall provide workload reporting for the PCOLS Tier II Help Desk on a daily, weekly and monthly basis as required. The workload report shall include but not be limited to the following:

10.3.5 Deliverables

The contractor shall provide electronic copies of each deliverable. Electronic copies shall be delivered via email attachment or other media by mutual agreement of the parties. The electronic copies shall be compatible with MS Office products or other applications as appropriate and mutually agreed to by the parties.

11. Security

Physical security at the HDI Federal Center shall provide controlled access to all operational and file storage areas. During non-operational hours all file storage and ADP equipment will be secured in order to prevent unauthorized access. PCOLS Tier II staff shall escort all visitors at the HDI Federal Center. Physical entry and fire alarm systems will be utilized at the HDI Federal Center. Procedures for onsite security, personal safety and emergencies shall be provided and included as part of employee training.

The contractor shall provide personnel background checks in accordance with corporate human resource policies at the time of hiring and will further conduct periodic follow-on checks of staff criminal background, financial history and drug use activity as required. All contractor staff shall submit signed and dated SF85P, photocopies of birth certificates or passports, and fingerprints on form FID 258/FD 258 to the cognizant DOD security clearance activity in order to satisfy the Government security requirements for Public Trust positions. PCOLS Tier II staff shall follow procedures for site access to include key control and prominently displayed identification badges.

12. Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI)

Office space, furniture and utilities to support all PCOLS Tier II staff shall be provided onsite at the HDI Federal Center. All PCOLS Tier II staff shall have contractor building access and parking privileges in accordance with DLA Log Info Svc procedures and policies. Staff members shall be provided Desktop workstations with standard DLA Log Info Svc configurations. Space for storage of all existing in-process PCOLS hard-copy documents and additional space and secure storage files for future applications shall be provided in an area immediately adjacent to the work area provided for PCOLS Tier II Staff.

Government Furnished Information:

MS Office 2010 SAP CRM software version 7.0 Other applications as required

Government Furnished Equipment:

Desktop workstations with standard DLA Log Info Svc configurations Local PBX 4 Port LAN hubs (DLA Log Info Svc) Network Server Local phone hardware sets Access to DLA Log Info Svc network printers/copiers/fax machine Integrated telephone/fax/email/IVR communication Server Portable handsets/headsets (by request)

Government Furnished Network Access:

Internet (T-1 connectivity)

Government Furnished Supplies:

All expendable office supplies and postage to support PCOLS correspondence

Government Furnished Telephone Services:

All inbound and outbound toll-free (800) communication and local and long distance telephone Services

13. CONTRACTING OFFICER REPRESENTATIVES (COR)

The name and contract information for the COR assigned to this effort will be provided at the time of award. The contractor will be provided a copy of each COR appointment, to include their specific roles and responsibilities.

14. INVOICING PROCESS

15. Required Training

PCOLS Webinars. Contractors will be required to take all available PCOLS webinar courses available through DCO Connect.

CLG 005 Purchase Card On-line System (PCOLS). Contractors will be required to take the CLG 005 course that is available through the Defense Acquisition University (DAU).

Antiterrorism (AT) Training. Contractors will be required to take anti-terrorism training, as specified in DOD Instruction 2000.16, Standard 25. Specifically, the training consists of:

AT Awareness to be provided by a qualified Level 2 ATO. This will be before, or within 90 days of the start of the contract.

Post-accession training on an annual basis, through the DOD AT Training System. The online training is available at https://atlevel1.dtic.mil/at/.

Area of Responsibility (AOR) training within 90 days prior to deployment to OCONUS locations.

Contractors will also comply with any unique AT training requirements as prescribed by host military installation authorities.

Antiterrorism (AT)/Force Protection Procedures and Policies. Contractors will comply with all laws affecting the contract. Contractors will also comply with any security or antiterrorism directions or policy as lawfully directed by DLA or host installation military authorities. This may include as an example, restrictions placed on contractor duty location or duty hours, in response to threats or actual terrorist activity.

DLA DISPOSITION SERVICES ENVIRONMENTAL MANAGEMENT SYSTEM (EMS).

DLA Disposition Services implemented EMS in accordance with ISO 14001:2004(E), DOD and DLA requirements at all DLA Disposition Services appropriate facilities. An EMS is an overall management system that includes organizational structure, planning activities, responsibilities, practices, procedures, processes and resources for developing, implementing, achieving, reviewing and maintaining the environmental policy of an organization. The DLA Disposition Services EMS is designed to ensure that all personnel, including contract personnel, whose work activities can cause real or potential significant environmental impact, are aware of how their work supports the EMS and are competent to perform their roles, responsibilities and authorities while supporting the DLA Disposition Services mission. The DLA Disposition Services EMS program is explained in DRMS-I 6050.2, Environmental Management System (EMS) Core Instruction. Site supplements detail information required by EMS at a local level such as local, state and host environmental regulations as well as local emergency procedures and operating procedures unique to the location. Site supplements also contain information concerning the local interaction between the DLA Disposition Services tenant appropriate facility and the DOD/DLA host facility EMS program. Contractors and their personnel are required to be aware that each DLA Disposition Services appropriate facility has an EMS and to be aware of EMS policies to perform work and/or gain access to an installation. Each DLA Disposition Services appropriate facility maintains EMS awareness posters that identify the DLA Disposition Services Environmental Management Representative (EMR) and Host facility EMR for specific guidance concerning an individual facilities’ EMS program. Contractors may request current copies of EMS information identified in this paragraph by sending an e-mail request to DRMSEMR@dla.mil.

Safety and Health The HDIFC is pursuing star status in OSHA’s Voluntary Protection Program and is committed to maintaining excellence in safety and health within the work place environment for its entire workforce including its contractors working within and for the HDIFC. The contractor will comply with safety procedures contained within the DLA One Book, State and Local safety procedures. All contractors will comply with Department of Labor and OSHA rules and regulations as contained in 29 CFR 1910 (General Industries) and 29 CFR 1926 (Construction) as well as applicable sections within the National Fire Protection Associations Standards.

Reporting Mishaps. The contractor shall notify the Safety and Health Manager (SHM) of all mishaps causing damage to Government property or injury/illness to Government personnel because of the contractor’s operation within 24 hours. The contractor shall investigate all such mishaps, prepare a DLA Form 1591, Mishap Report, and provide thec ompleted form (Block 1 through 14a) to the SHM and one copy to the COR within 5 workdays of mishap. If violations of OSHA standards are observed, the contractor will be asked to correct the volatile condition.

Employee Owned Electrical Appliances shall be used by permit only. Permits may be obtained by submitting an “Application for Permit to Operate Employee Owned Electrical Appliances” to the HDIFC Fire Marshall and allowing the Fire Marshall to inspect the appliance.

Safety Training. Contractors are responsible for providing their employee(s) with all required environmental, safety and health, and VPP 101 training as well as have documentation that shows they were briefed on the safety requirements of the HDIFC.

Training shall be documented and available upon request of the COR.

Regulations and Standards. Contractor shall comply with all applicable Federal, state and local laws and regulations including Federal/MI OSHA.

Emergency Contact Information. From a cellular telephone, you can request emergency medical assistance by calling (269) 961-5555. An ambulance will be called if needed.

Personal Protective Equipment (PPE). The contractor shall require and ensure protective clothing and equipment, such as hard hats, safety shoes, eye protection, respiratory protection and fall protection, is worn by its employees as appropriate. Sub-Contractors. The primary contractor is responsible for the safety practices of all subcontractors, and for ensuring that sub-contractors follow these safety requirements and guidance. Contractor will provide the COR with a signed copy of these safety requirements and guidance document prior to the sub-contractors beginning work. Subcontractors must sign a copy of this document and return it to the COR.

Contractor Area Control. The contractor shall delineate hazardous construction areas with appropriate barriers and warning signs and maintain all barrier signs and screens in good working order. The contractor shall control the operations within its construction areas so that HDIFC employees are not exposed to hazards. The contractor shall ensure that HDIFC employee do not enter hazardous constructions areas and shall report enforcement problems to the COR immediately.

Monitoring and Compliance. Operations may be monitored for safety compliance.

COR and Safety/VPP office personnel may inform contractor of safety violations.

Safety personnel have the authority to require the contractor to meet the contractual requirements of their contract. Continuation of work is predicated on compliance with all safety requirements. Safety personnel and the KO have the authority to issue a cease and desist order upon discovery of conditions imminently dangerous to life or health. If a fire alarm goes off, the contractor will stop work and leave the building. Contractor personnel shall be identified and informed of the appropriate meeting place to meet outside the building. The contractor supervisor is responsible for ensuring all contractors are present and accounted for. If asked, please provide this information to emergency responders. All contractors shall submit their written site-specific Health and Safety Plan to the COR at least five days prior to the start of work for approval by the COR and Safety Office. The plan shall be prepared in accordance with 29 CFR 1926, 1910, or 1960 Safety and Health Regulations. Contractor shall notify the COR of any adverse occupational safety or health conditions beyond his/her control. Mishaps involving contractor employees shall be reported to the COR and Safety Manager, (269) 961-5966, or his designee, immediately. Serious mishaps involving death and/or amputations of body parts will be report immediately to the Safety Office. Additionally, the contractor shall notify the COR and Safety Manager should one or more contractors be hospitalized. The contractor shall file a written report with the COR within five (5) working days after accident occurrence.

Appendix A (This appendix constitutes the Acceptable Performance Levels (APLs) for this effort, with any/all deficiencies to be addressed via the Inspection of Services clause and/or other contract terms as appropriate).

Performance Requirement

The PCOLS Tier II Help Desk shall provide Help Desk coverage from 0800 to 1700 Eastern Time Monday through Friday (Federal Holidays excluded)

Staffing & efficiency shall be maintained at acceptable Tiers at all times to assure prompt and courteous Services and critical support to the user community despite fluctuating workloads and/or any peaks and valleys in the number of transactions handled.

Emergency – 2 days High – 4 days Medium – 6 days Low – 8 days

Emergency – 2 days High – 4 days Medium – 6 days Low – 8 days

1.“Proper Use of Internal Notes”

2. “Clear and accurate response to customer”

3. “We are DLA Statement”

Criteria for a passed service ticket review requires No Defects being noted

Appendix B

ACRONYMS/DEFINITIONS

· AIM – Authorization, Issuance and Maintenance System to issue and maintain Managing and Cardholder Accounts, interfaces with two banks, and stores account information.

· CAC- Common Access Card

· CIC – DLA Customer Interaction Center, 24/7 call center that serves as Tier 1 Help Desk for PCOLS, as well as many DLA programs.

· DAU – Defense Acquisition University is an online institution that touches nearly every member of the Defense Acquisition Workforce throughout all career stages. The university provides a full range of basic, intermediate, and advanced certification training, assignment-specific training, applied research, and continuous learning opportunities. The university also fosters professional development through mission assistance, rapid-deployment training on emerging acquisition initiatives, online knowledge-sharing tools, and continuous learning modules.

· DEERS – Defense Enrollment Eligibility Reporting System, online system that allows for user update to personal information linked to CAC Card such as name, email address, and mailing address.

· DLA Log Info Svc – DLA Logistics Information Service, falls under the Defense Logistics Agency, operating out of the Hart Dole Inouye Federal Center in Battle Creek, MI.

· DM – Data Mining is a commercial software tool that uses a Risk Predictive Model to review and score all transactions on DOD government purchase cards. The tool flags any transactions considered for possible fraud or misuse, and a percentage of random transactions, for review and verification.

· DMDC – Defense Manpower Data Center; host the EMMA, AIM and PCOLS Reporting applications.

· DPAP – Defense Procurement Acquisition Policy

· EMMA – Enterprise Monitoring and Management of Accounts, an automated system used to electronically capture the Government Purchase Card organizational hierarchy and identify individuals for assigned system roles.

· FICO – Fair Isaac Corporation; host the Data Mining tool

· GPC- Government Purchase Card

· GSA - General Services Administration - GSA provides workplaces by constructing, managing, and preserving government buildings and by leasing and managing commercial real estate. GSA's acquisition solutions offer private sector professional Services, equipment, supplies, telecommunications, and information technology to government organizations and the military. GSA policies promote management best practices and efficient government operations.

· IVR – Interactive Voice Response System

· OUSD – Office of the Under Secretary of Defense.

· PCPO – Purchase Card Policy Office

· PCOLS – Purchase Card On-Line System, comprised of four components (EMMA, AIM, PCOLS Reporting, DM/RA) CAC required system designed to capture purchase card organizational hierarchies, improve internal controls through increased supervisor involvement, and scores purchase card transactions for fraud and misuse.

· UMP – User Maintenance Portal is designed to process Common Access Card (CAC) holder requests to update e-mail addresses, e-mail certificates, and add and update CAC applications. UMP was created to allow users the option of performing these updates from the convenience of their own desktop instead of requiring them to visit a RAPIDS issuance location.

29 March 2012