SOW_PCOLS_Final_12-17-12.docx

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

1. Background

PCOLS is a component of the DOD Procure-to-Pay business systems portfolio. It is comprised of five web-enabled automated tools: Enterprise Monitoring and Management of Accounts (EMMA); Authorization, Issuance and Maintenance (AIM); Data Mining (DM); Risk Assessment (RA); and the PCOLS Reporting Module. The PCOLS Tier II Help Desk is operated by the DLA Logistics Information Service (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 and training 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, expertise in purchase card data streams and DOD card processes to interface with customers via telephone, e-mail, VTC, and face-to-face for the resolution of a wide variety of registration and operations related issues.

The Tier II help desk and training supports the entire 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 and training is a critical Government activity. 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 and training is critical to the execution of procurement actions by the Defense Agencies and all of the military services.

2. Objectives

The procurement action is to acquire professional services to operate a Tier II help desk and training to provide users of the PCOLS system with technical and functional assistance, in all aspects of system usage, and report to the Purchase Card Policy Office. The requirements of the acquisition are for the operation and support of the “Tier II help desk and training” component of the program at DLA Log Info Svc in Battle Creek, MI. to include EMMA, AIM, PCOLS Reporting, Data Mining and Risk Assessment.

3. Scope

The PCOLS Tier II help desk and training requires staffing by qualified subject matter experts who can provide program management support, training, and in-depth problem resolution via Tier II customer support for all of the PCOLS applications from day-one. The CRM support software is platformed-on SAP. The Tier II help desk regularly interacts with: Tier I customer support personnel, Tier III Help Desk personnel, 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 military 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 transaction data throughput.

4. Specific Tasks

4.1 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 GPC Hierarchy Structuring (Procurement and Financial). This involves how to create and assign organizations within the respective hierarchy and determining appropriate users that will act in required PCOLS roles within these organizations. Properly Provisioning Roles and, log-in/access issues.

EMMA deployment – PCOLS Deployment Packet https://acc.dau.mil/CommunityBrowser.aspx?id=505454&lang=en-US

· AIM

Knowledge of completing 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.

AIM Profile – User Manual, section 6.0 https://acc.dau.mil/CommunityBrowser.aspx?id=394485&lang=en-US AIM - Using EMMA and AIM for the DOD Purchase Card On-line System https://acc.dau.mil/CommunityBrowser.aspx?id=391725&lang=en-US

· 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.

Reporting - User Manual https://acc.dau.mil/CommunityBrowser.aspx?id=358368&lang=en-US Reporting – Reports Overview for the DOD Purchase Card On-line System https://acc.dau.mil/CommunityBrowser.aspx?id=391725&lang=en-US

· DM/RA

Knowledge of DM and RA systems, applicable codes and audit transactions customers will encounter, log in/access issues DM/RA – User Manual, Job Aide, Quick Reference.

https://acc.dau.mil/CommunityBrowser.aspx?id=402136&lang=en-US DM - PCOLS 101 How to disposition a case in Data Mining https://acc.dau.mil/CommunityBrowser.aspx?id=522968&lang=en-US

· 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.

https://acc.dau.mil/CommunityBrowser.aspx?id=213561

· Assisting customers with website access to include assistance with browser settings, resolve error messages, and connectivity issues.

· Assisting customers via telephone support in a prompt and professional manner. Contact with customer should be made within 12 hours of escalation to Tier II, unless service ticket is created on the weekend or government observed holiday.

· Capturing all call/actions in the government supplied Customer Relationship Management (CRM) software tool.

· Providing email support to customers internally and externally.

· Participating in data quality projects as necessary.

· Troubleshooting error messages within the five applications to assist customer in successful completion of organizational, user, and account actions.

· Maintaining strict confidentiality of sensitive financial information.

· Attending weekly PCOLS Status meeting and providing Tier II help desk ticket completion stats, webinar attendance stats, and meeting minutes to PCOLS team members.

· Providing monthly data on top help desk issues received to the DLA Log Info Svc PCOLS lead to assist in identifying and resolving system design problems.

· Participating in and completing all DOD mandatory training as required (refer to Section 13.0).

· Help Desk Support will include a formal Monthly Status Report (refer to section 9.3.1), and informal daily and weekly e-mail reports as required.

· Maintain accuracy of all information on the DLA Log Info Svc PCOLS website through scheduled monthly reviews.

4.2 Training Support

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

· Updating training materials within 5 days of system changes implemented during regular releases and upgrades.

Training materials include: all webinar training slide decks with narrative, DAU CLG005 course materials, and deployment packet training materials. Updates will be performed based on release notes utilizing expert contractor knowledge of changes required to maintain accurate and current documentation.

· Perform as a Subject Matter Expert (SME) to conduct weekly webinars (2 per week) and to answer user questions both within and outside the scope of the prepared material.

· Traveling annually to the GSA SmartPay®2 Conference (maximum of 3 contractors), to provide expert assistance with hands on customer support to PCOLS Users.

· Posting training materials and quarterly webinar schedule to DLA Log Info Svc PCOLS website, to DAU website, and email distribution to PCOLS user community.

4.3 Program Management Support

Program Management Integration and Support to include:

· The contractor shall provide help desk related documentation, in support of PCPO requests, as tasked by PCOLS Tier II team lead. Documentation includes, but is not limited to, Excel spreadsheets showing ticket analysis and metrics. Spreadsheets could include the following data based on service tickets: system outages, high volume of recurring issues, site specific issues, issues requiring escalation for PCPO attention.

5. Required Skill Sets/Expertise

Experience/Knowledge Areas:

· Demonstrated experience is required in the following software: SAP CRM, Microsoft Office, Oracle data base administration, and Avaya phone system.

· Demonstrated knowledge or experience on the complete PCOLS process, to include setting up organizational hierarchies, provisioning users, account migration and reviewing transactions in the DM/RA tool.

· Demonstrated understanding of how each of the PCOLS Systems interacts, how the data is used, and what data elements are required and optional.

· Demonstrated knowledge of how the PCOLS applications work as-related-to system and user Tier-II level issues.

· The contractor shall understand how interfacing systems fit together with PCOLS, such as the Defense Enrollment Eligibility Reporting System (DEERS), the RAPIDS Self-Service System (RSS), the milConnect System, US Bank and Citibank.

· Demonstrated experience making independent recommendations 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. (refer to Appendix A for Key Performance Parameters)

· Demonstrated experience in documenting and reporting the following: account creation or maintenance processing issues, system functional issues, or website connectivity/latency issues to the DLA Log Info Svc PCOLS lead.

· Demonstrated experience acting as an advocate to help irate callers manage their issue, shall employ every reasonable attempt to correct the issue/problem before escalating to a higher level.

· Demonstrated knowledge of the Government Purchase Card (GPC) program.

· Demonstrated knowledge of the Total Business Reporting (TBR) hierarchies.

(Appendix B provides a breakdown of TBR hierarchies) 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

6. Place of Performance

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

7. Period of Performance

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

8. Contract Type

Firm Fixed Price

9. Delivery Schedule

9.1 Tier II Help Desk Services

The PCOLS Tier II help desk and training 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). Contractor work hours while working at Government facilities shall be consistent with the resident Government working hours.

9.2 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).

9.2.1 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 call volume is anticipated workload based on approximately 45,000 provisioned PCOLS users that submit, on average, 280 – 320 service tickets per month or approximately 15 service tickets/day. Issue resolution time should be within 1 day but may depend upon complexity of reported issue and can range up to a maximum of 8 days (refer to Appendix A for Key Performance Parameters). The timeframe is dependent upon the amount of information needed from the customer, customer availability to provide needed information, and whether the issue requires escalation to the programmer/developer level for resolution. Tier II Help Desk members have view-only access to several PCOLS applications. This assists with researching customer issues but often there is a need to rely upon customer provided screen prints and system generated emails to have clear understanding of system errors received by the customer. 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.

· Through the provided 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) with the customer.

· 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.

· The contractor shall update all PCOLS training material associated with each PCOLS release within 5 days of system changes implemented during regular releases and upgrades.

· The contractor will lead or provide expert support to weekly webinars as the PCOLS subject matter expert (SME).

9.3 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.

9.3.1 Monthly Status Reports

The contractor shall provide a monthly status report by the close of business on 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.

9.3.2 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 a list of attendees, meeting date, meeting location, Status Review, Issues/Concerns, Action Items, and Actions resolved.

9.3.3 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.

9.3.4 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:

9.3.5 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.

10. Security Requirements (Personnel and Physical)

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. No foreign national personnel without current security clearances may be proposed for this acquisition. The contractor shall assure that individuals assigned to the help desk (sensitive) positions are cleared-for the contracted work on day-one of the contract. The completed appropriate forms will be accomplished after contract award and prior to the start of the Period of Performance.

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

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.

11. 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:

Laptop Computer with standard DLA Log Info Svc configurations 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

12. 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.

13. Required Training

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 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 the completed 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 rotective 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) 961-5866, 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:

Key Performance Parameters – *Required

(Any/All deficiencies will 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 calendar days High – 4 calendar days Medium – 6 calendar days Low – 8 calendar days

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

The PCOLS Tier II Help Desk shall provide DLA required service ticket formatting and accurate issue resolution in the content of each service ticket

Current service ticket accuracy is gauged by verifying:

1.“Proper Use of Internal Notes”

2. “Clear and accurate response to customer”

3. “Scheduled Action performed in CRM tool, this sends a resolution email to the customer.

A random sampling of closed service tickets is reviewed each month by PCOLS lead or designated Subject Matter Expert

All Tier II service tickets reviewed from the monthly random sampling are expected to have a pass rate of 85%.

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

Criteria for a passed change requires no defects being noted

Appendix B – Total Business Reporting table

Appendix C

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.

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