RFI- VA Modernization



Department of Veterans Affairs (VA)Office of Small and Disadvantaged Business Utilization (OSDBU)Center for Verification and Evaluation (CVE)Sources SoughtVerification Transformation Support ProgramTHIS IS A REQUEST FOR INFORMATION (RFI) ONLY (as defined in FAR 15.201(e)), this is not a solicitation. Solicitations are not available at this time. Requests for a solicitation will not receive a response. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received, provide feedback to respondents with respect to any information submitted, or respond to any questions or comments that may be submitted in response to this RFI. This notice does not constitute a commitment by the United States Government and does not obligate the Government to award a contract or otherwise pay for the information provided in response. Responders are solely responsible for all expenses associated with responding to this RFI.The purpose of this Sources Sought / RFI is to conduct market research to obtain information pertaining to industry capabilities for processing Veterans’ applications with OSDBU CVE for verification as either a Service-Disabled Veteran Owned (SDVOSB) or Veteran Owned Small Business (VOSB). VA is requesting the capabilities and past performance of CVE verified SDVOSBs only. The Government requests that contractors respond to the specific questions provided in this Request for Information. Responses should “demonstrate” capability, not just “confirm” the company’s belief that the capability exists. The agency does not intend to award a contract as a result of this RFI, but rather gather capabilities and market information pertinent for acquisition planning. The responses to this RFI will be captured as market research and may contribute to the development of an acquisition strategy. Information provided may be used to assess tradeoffs and alternatives available for the potential requirement and may lead to the development of a solicitation. All submissions become Government property and will not be returned. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. The information provided in the RFI is subject to change and is not binding on the Government. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed. PURPOSEThis Request for Information (RFI) is for a Market Research Only. INSTRUCTIONS FOR RESPONDING TO THIS RFICONFIDENTIALITY: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s).Respondents should review the attached Draft Performance Work Statement (PWS) and complete the questions contained in the attached spreadsheet (Attachment A - OSDBU CVE VTSP RFI Questions). In all correspondence relevant to this RFI please identify it as a response to the VTSP Source Sought RFI and refer to the identifying number of 36C10X18Q9085.Any organization responding to this notice should ensure that its response is complete and sufficiently detailed. Respondents are requested to limit responses to the information contained in the spreadsheet.****************************************************************************Submission: Responses to this RFI shall be submitted to the Contracting Officer and Contract Specialist via email at Robert.cody2@ and Corey.mann@ respectively no later than at 12:00PM ET on February 26, 2018. Questions: No Questions are being accepted at this time. Depending upon the responses received, VA may request additional information, may conduct future question and answer sessions, or may conduct meetings or an industry day. 52.215-3 Request for Information or Solicitation for Planning Purposes (Oct 1997)(a) The Government does not intend to award a contract on the basis of this solicitation or to otherwise pay for the information solicited except as an allowable cost under other contracts as provided in subsection?31.205-18, Bid and proposal costs, of the Federal Acquisition Regulation. (b) Although “proposal” and “offeror” are used in this Request for Information, your response will be treated as information only. It shall not be used as a proposal. (c) This solicitation is issued for the purpose of: Information.(End of provision)DRAFT PERFORMANCE WORK STATEMENTBACKGROUNDThe Center for Verification and Evaluation (CVE) provides verification services for Veteran-Owned Small Businesses (VOSB) and Service-Disabled Veteran-Owned Small Businesses (SDVOSB) that seek to participate in the Department of Veterans Affairs (VA) unique buying authority established by Public Law (PL) 109-461, Sections 502 and 503 and PL 111-275, Section 104. The VetBiz VOSB Verification Program verifies Veteran status, examines ownership and control records, and engages with applicant in order for CVE to make a determination of eligibility. VA is seeking contracted support services to process applications by collecting and processing information, engaging with applicants only as it pertains to processing their applications, analyzing, and recommending approval/disapproval of Veteran applications submitted through the CVE Verification program.APPLICABLE DOCUMENTSIn the performance of the tasks associated with this Draft Performance Work Statement, the contractor shall comply with the following:FIPS Pub 201-2, “Personal Identity Verification of Federal Employees and Contractors,” August 20135 U.S.C. § 552a, as amended, “The Privacy Act of 1974”VA Directive 0710, “Personnel Suitability and Security Program,” June 4, 2010, Handbook 0710, Personnel Suitability and Security Program, September 10, 2004, Security Presidential Directive (12) (HSPD-12), August 27, 2004VA Handbook 6500.2, “Management of Data Breaches Involving Sensitive Personal Information”, October 28, 2015VA Handbook 6500.6, “Contract Security,” March 12, 2010National Institute Standards and Technology (NIST) Special Publications (SP)VA Directive 6508, Implementation of Privacy Threshold Analysis and Privacy Impact Assessment, October 15, 2014VA Directive 6300, Records and Information Management, February 26, 2009VA Handbook, 6300.1, Records Management Procedures, March 24, 2010VA Directive 0735, Homeland Security Presidential Directive 12 (HSPD-12) Program, October 26, 2015VA Handbook 0735, Homeland Security Presidential Directive 12 (HSPD-12) Program, March 24, 2014OMB Memorandum M-06-18, Acquisition of Products and Services for Implementation of HSPD-12, June 30, 2006OMB Memorandum 05-24, Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, August 5, 2005OMB memorandum M-11-11, “Continued Implementation of Homeland Security Presidential Directive (HSPD) 12 – Policy for a Common Identification Standard for Federal Employees and Contractors, February 3, 2011OMB Memorandum, Guidance for Homeland Security Presidential Directive (HSPD) 12 Implementation, May 23, 2008NIST SP 800-116, A Recommendation for the Use of Personal Identity Verification (PIV) Credentials in Physical Access Control Systems, November 20, 2008OMB Memorandum M-07-16, Safeguarding Against and Responding to the Breach of Personally Identifiable Information, May 22, 2007NIST SP 800-63-2, Electronic Authentication Guideline, August 2013Draft NIST Special Publication 800-157, Guidelines for Derived PIV Credentials, March 2014VA Memorandum, VAIQ #7100147, Continued Implementation of Homeland Security Presidential Directive 12 (HSPD-12), April 29, 2011 (reference )Public Law 109-461, “Veterans Benefits, Health Care, and Information Technology Act of 2006” (reference ) Public Law 111-275, “Veterans’ Benefits Act of 2010” (reference ) 38 CFR Part 74, “Veterans Small Business Regulations” (reference ) CVE Standard Operating Procedures (SOP) Planning of Product Realization (reference ) CVE Work Instructions (WI) (reference ) CVE Templates for Determination Letters (reference ) CVE Templates for Research and Review Sheet (reference ) CVE Operational Memoranda (reference ) SCOPE OF WORKThe contractor shall furnish all personnel, facilities, supplies, equipment, training, and oversight to provide application review, administration, case management, data collection and analysis, regulatory analysis, project management, and customer service to applicants as part of processing applications. There may be fluctuation in the volume of the Veteran applications to be processed based on public law, policy, and/or variation in the volume. The required capabilities shall be maintained in the face of any fluctuation in the tasks or quantity of work in the following mission areas: All phases of the verification core application process; Verification process information collection, review, analysis, report of removals and withdrawals, report of findings and recommendations for approval/disapproval for each case;Verification case management and problem resolution.KEY DEFINITIONS Case: An application for initial determination, reverification , change request, joint venture approval.Case Equivalent (CE): A level of effort quantity derived from the amount of time required to conduct all activities, to include research, analysis, communication, Veteran engagement, documentation, and reporting necessary to provide an acceptable Comprehensive Case Completion Report (CCCR) to a Federal Reviewer for final disposition. Depending on the place in the process that an application terminates, the case may not receive a full CE. Case Management Team (CMT): A team of people constituted by the contractor that will process applications from Veteran submission to case completion.Case Manager: Generic term encompassing Case Analyst and Senior CR: Comprehensive Case Completion Report that terminate processing of a case. CCCR variants include CAR and the full range of withdrawal and removal reports that indicate the termination of a case. CCCRs shall include the reason for termination, record of actions on the case, and required documentation to support the outcome. CCCRs shall be placed in VCMS or other assigned Management Information System. Types of CCCR include the following:Case Assessment Report (CAR): Submitted to Federal Reviewer with findings, recommendation, and associated signature-ready draft determination letter: CAR includes all applicable intermediate reports, communications, analysis, and recommendations, and shall be documented in VCMS.Post-Findings Withdrawal Report (PFWR): Withdrawal after the full application assessment completed and report of findings to Applicant. PFWR includes all applicable intermediate reports, communications, analysis, and recommendation, and shall be documented in VCMS.Post Application Withdrawal Report (PAWR): CCCR report that concludes with Veteran withdrawal after the Pre-Application interview and after submission of all required documents. Post-Interview Withdrawal Report (PIWR): Provided to Federal Reviewer when applicant withdraws after Pre-Application Interview (PAAI), but prior to submission of all required documents. PIWR includes all applicable intermediate reports, communications, analysis, and recommendation, and shall be documented in VCMS.Required Document Removal Report (RDRR): Provided to the Federal Reviewer when the Veteran fails to submit all required documentation for the full application assessment.Post-Interview Removal Report (PIRR): Provided to Federal Reviewer when an applicant fails to take necessary action after the interview. PIRR includes all applicable intermediate reports, communications, analysis, and recommendation, and shall be documented in VCMS.Clarifying Document Removal Report (CDRR): Provided to the Federal Reviewer when a Veteran fails to take action in response to a clarifying document request.Post Application Report (PAR): Report sent to Veteran after the Pre-Application interview which identifies any findings of ineligibilityPost-Research Removal Report (PRRR): Provided to Federal Reviewer when an applicant fails to take necessary action after completion of public research but prior to the Pre-Application Assessment Interview. PRRR includes all applicable intermediate reports, communications, analysis, and recommendation, and shall be documented in VCMS.Post-Research Withdrawal Report (PRWR): Provided to Federal Reviewer when applicant withdraws prior to interview. PRWR includes all applicable intermediate reports, communications, analysis, and recommendation, and shall be documented in VCMS.Post-Welcome Call Removal Report (PWRR): Provided to the Federal Reviewer when a Veteran fails to take required action after the Welcome Call.Request for Reconsideration Report (R4R): A CCCR for the request for reconsideration process.Change Request Report (CRR): Includes type of change and CCCR for processing the change. Joint Venture Report (JVR): CCCR for joint venture case equivalents, to include the case equivalent report for the managing venture.Pre-Application Assessment Review (PAAR).Post Review Findings Report (PRFR)Pre-Application Assessment Interview (PAAI): A telephonic discussion with applicant that provides feedback to applicant regarding issues found in PAA, and a review of all regulatory requirements IAW with PAAI checklist. Case Manager will use this interview to answer questions and to clarify eligibility requirements.VetBiz Case Management System (VCMS): VA Verification Program of Record that houses and retains all documents associated with individual applications for program eligibility IAW 38 CFR Part 74.CONTRACT DETAILSThis is an IDIQ contract. TOs issued under this IDIQ may include firm fixed price and labor hour line items. Labor hour line items are only permitted under Task 3. Contractors will receive a TOPR for each task order competition. ORDERING PERIODThe ordering period for the base IDIQ contract is five years. Each TO shall specify the period of performance that will govern a particular task order awarded under the base IDIQ contract. Core hours of operation are Monday through Friday, 10:00 AM – 3:00 PM. The contractor shall ensure that sufficient CMT coverage is available for contact with Veterans between the hours of 9:00 AM and 6:00 PM Eastern Time, in order to accommodate applicants from all time zones. Any work to be performed at the Government site shall not take place on Federal holidays or weekends unless directed by the CO. PLACE OF PERFORMANCEThe primary place for performance of tasks under this DRAFT PWS shall be at a designated contractor facility. It is preferred that the contractor facility be located within 50 miles of 90 K St. NE, Washington, DC 20002. At the discretion of the Government, all contractor personnel working at the contractor site shall be present at the designated Government work site with 24 hour notice for training, quality assurance activities, process discussions, In Progress Reviews (IPR), contractor performance reviews, or contractor-supervised application processing. Designated Government facilities include, but are not limited to, 801 I Street NW, Washington, DC 20410, and 90 K Street NE, Washington, DC 20002. Other Government facilities may be designated in the Washington, DC metropolitan area at the discretion of the Government. The Government retains the right to require that the place of performance is at the Government site should space become available. Work at any other location (telework) requires a waiver approved in writing by the COR, which the Government reserves the right to cancel at any time. No work may be done, transmitted to, or accessed from outside the United States. TRAVELThe Government anticipates only local travel within the Washington, DC area to perform the tasks associated with the effort and attend program-related meetings or conferences throughout the POP.? These costs will not be reimbursed by the Government. The Government will not reimburse travel for activities noted in Section 6.0 or any other travel between the contractor facility and Government worksite.Travel to provide the services of this DRAFT PWS at an outreach event outside of the Washington, DC area is possible and will be reimbursed in accordance with (IAW) Federal Travel Regulations. All travel associated with an outreach event will be specified at the task order level and shall be pre-approved by the COR.SPECIFIC TASKS AND DELIVERABLESThe contractor shall be fully mission-capable and able to begin work no later than 45 calendar days after contract award.TASK 1 – PROGRAM MANAGEMENTKICK-OFF MEETINGThe contractor shall not commence performance, with the exception of training, on the IDIQ until after the CO, COR, Government program office personnel, and the contractor participate in a post award kick-off meeting held by the Government. The IDIQ kick-off meeting will take place at the Government location at 90 K St. NE, Washington, DC 20002. Primary contractor personnel shall attend in person; travel will not be reimbursed. The contractor shall create kick-off meeting minutes and provide copies to the COR and CO within three calendar days after the kick-off meeting. The kick-off meeting shall occur within seven business days after contract award with a mutually agreed upon time/date following award. Details of task order level kick-off meetings will be specified in each respective task order.TRAINING REQUIREMENTSContractor staff shall meet the requirements of the Training Certification Criteria/Training Plan.Deliverables: 8.1.1 Kick-Off Meeting, including meeting minutes TASK 2 – MYVA VERIFICATION APPLICATION PROCESSING The contractor shall process applications IAW regulations, policy, Work Instructions (WIs) and Process Workflow for all applications, Change Requests, reverification expiration communications, and Requests for Reconsideration. The contractor shall process verification applications utilizing the VA Vendor Information Pages (VetBiz/VIP) system or Government designated follow-on system. All artifacts and documentation of the process shall be stored only in the VetBiz Case Management System (VCMS) in which the verification process, required under PL 109-461, amended by PL 111-275, is used to record the service-disabled Veteran or Veteran ownership and control status of a small business. The system is owned by OSDBU and is the official system of records. No artifacts will be stored in any other system at any time, unless expressly approved by the COR in writing. Contractors shall comply with all policy and process requirements. The Government shall provide current WIs to the contractor at the Kick-Off meeting and will provide updated WIs throughout the ordering period. The contractor shall use the Government WI to perform contract tasks. The contractor may propose changes to the WI that will increase efficiency and effectiveness, or improve the Veteran experience. All proposed changes shall be submitted using CVE Quality Assurance processes and forms. Once approved by the Government, proposed changes to the work instructions shall be incorporated into the contractor’s processes. Between all IDIQ awardees, the Government anticipates an expected demand of 900 cases per month. This demand may fluctuate as high as 1200 cases per month . Cases will be awarded at the task order level. The Government reserves the right to order at rates which may differ from the anticipated workload. At times, the Government experiences surges of applications; the contractor shall be prepared to continue acceptable services while handling such a surge. The contractor shall form, train, and manage CMTs for processing applications. The contractor shall determine the structure of each team and how many teams to staff within the following parameters: The contractor shall ensure that there is no single point of failure on any team. At least two team members shall be able to perform any task in the Work Flow Process. Each CMT shall contain a minimum of two Case Analysts and two Senior Analysts). Each CMT shall have a Senior Analyst designated as the Team Lead responsible for all actions of the CMT who will be designated key personnel. No more than 3 personnel (one each Intake Analyst, Case Analyst, and Senior Analyst) from each CMT shall be in communication with each Veteran applicant once the applicant has been assigned by the Government and is in the application process. Exceptions require approval of COR.Only certified personnel with the qualifications in the labor categories outlined in Section 12, Personnel Requirements, will be permitted to be part of a CMT. General Personnel include Intake Analyst, Portfolio Manager, Case Analyst, Senior Analyst, and Team Lead. All incoming phone calls or messages from Veterans regarding their active case must be returned within one business day.All phone calls or messages elevated to the contractor supervisor must be returned within four business hours.The contractor shall be accountable for the CMT performance, to include, ensuring adherence to appropriate continuous improvement processes. The contractor shall make initial contact with applicant in all cases assigned within three business days. All CCCRs shall be submitted to Federal Reviewers within 45 calendar days of assignment to the contractor, excluding time spent waiting for a Veteran response. The contractor shall return all corrected work, submitted in response to a rejection by the Federal Reviewer or Director, within one business day.The contractor shall use Government provided/approved templates for deliverables. The contractor shall record all activities, case reports, associated e-mails, phone calls, and other communications in the VCMS as required by the WI. MYVA VERIFICATION APPLICATION PROCESSThe contractor shall provide all of the tasks necessary to process an application from assignment by Government to completion, to include: assessing the application, addressing issues with applicant and advising on corrections, providing supporting documentation, and completing the research and analysis necessary to permit the VA to determine whether the applicant meets the eligibility of VOSB/SDVOSB for participation in the Veterans First Contracting Program, IAW 38 CFR Part 74, Public Law, and other Governing policies, manuals, and regulations to include any updates. The contractor shall provide a recommendation for approval or denial. In processing an application, the contractor shall comply with the following requirements:Manage the allocation of assigned cases to team members based on case allocation criteria provided by the Government in step 10 below;The MyVA Verification Work flow model specifies the duties for each position;Conduct public research based on the steps provided in the CAR;Review Pre-Application Assessment (PAA) documents;Conduct a PAA Interview with the applicant that addresses all regulatory requirements, and provide PAAR if issues are found. Communicate with applicants, Government staff, and designated company representatives as listed in the VIP profile via email and telephone as needed to complete tasks;Review applicant corrections to issues generated by PAAR and complete evaluation of applications;Provide PRFR to applicant and allow opportunity for correction or withdrawal when issues of ineligibility are noted. Prepare DRAFT signature ready determination letter (denial or approval) consistent with findings and recommendations in CCCR. All denial recommendations and findings created as part of this contract will be written by a Senior Analyst;Elevate all cases to the Senior Analyst when the case fact patterns have the following criteria:Issues are identified that cannot be resolved by modifying Pre-Application business documentsIssues identified elevate risk assignment above Medium as defined in the WI, or questions within a case that cause a Case Analyst to be unable to make an authoritative recommendation for approval Accurate denial evidence identified within the case review of validation documentsAnytime a negative finding would result in determination of ineligibility (a denial) must be communicated to a Veteran. Work closely with CVE to ensure detailed WI are reviewed and updated as required, within 30 calendar days of a negative internal or external audit finding, or based on quarterly CRs are reports rendered to a Federal Reviewer at the completion of the application process via removal, withdrawal, or recommendation for approval or denial. The CMT shall complete a report for each case, dependent upon where the case exits the process. The Government will provide templates for each report, which the contractor shall follow. Section 3.1 above provides a description of each possible report. The completed report shall be uploaded to VCMS. CMT required reports are as follows, and shall be documented within the Case Tracking Form (CTF): Post Welcome Call Removal Report (PWRR)Post Research Withdrawal Report (PRWR)Post Research Removal Report (PRRR)Post Interview Withdrawal Report (PIWR)Post Interview Removal Report (PIRR)Post Application Report (PAR) (if issues identified during the PAAI)Post Application Withdrawal Report (PAWR)Required Document Removal Report (RDRR)Clarifying Document Removal Report (CDRR)Case Assessment Report (CAR) Post Findings Withdrawal Report (PFWR)Request for Reconsideration Report (R4R)Change Request Report (CRR)Joint Venture Report (JVR)Deliverables:8.2.1Case equivalents, including all applicable tasks, documentation, reports, and other requirements described abovePROJECT MANAGEMENTThe contractor shall manage and track application workload on a regular basis to ensure that performance is on target to meet performance standards. As requested, the contractor shall provide to the COR performance reports to indicate status of outstanding applications. The contractor will be provided access to VIP/VCMS/follow-on systems in order to extract data for such performance reports. In addition, the contractor shall work closely with all levels of management, OSDBU, and CVE on the development and delivery of reports to answer ad hoc report requests. Related to the ad hoc reports, the contractor shall provide analysis including, but not limited to, data metrics of the case management process which allows the Government to effectively evaluate information and data flow during all processes for which the contractor has responsibilities, or statistical data that provides the Government with insights regarding the effectiveness of the verification program. Deliverables: 8.2.2 Performance and Ad Hoc Reports8.3TASK 3 - PROGRAM SUPPORTThe support provided under this task shall be used for the CVE Verification Process and CVE Verification Management. This support includes, but is not limited to, program management, subject matter expertise, change management, and business process reengineering. Support under this task may be on a labor hour or firm fixed price basis. The Government reserves the right to request an experience resume for identified key personnel proposed to fulfill the assignment. CASE EQUIVALENTS (CE)A case equivalent is the level of effort derived from the amount of time required to conduct all activities, to include research, analysis, communication, Veteran engagement, documentation, and necessary reporting, necessary for an acceptable CCCR. Depending on the place in the process that an application terminates, the case may not receive a full CE. Each CCCR is assigned a Case Equivalent Score in accordance with the following table of CEs. The contractor shall invoice monthly based on actual CEs completed in that month to an acceptable standard. The contractor shall invoice in accordance with the Case Equivalent multipliers as notated in the table below. Only cases accepted on initial submission, which do not require revisions or rework, will count towards these totals. CE counts will reset to 0 each month.Case Equivalent MultipliersFor Case Equivalents Accepted on Initial SubmissionTasksCEsAccepted CAR 1.0Accepted PFWR1.0Accepted PAWR 0.4Accepted PIWR/PIRR 0.4Accepted PRWR/PRRR0.2Accepted PWRR0.1Accepted RDRR0.5Accepted CDRR0.8Accepted Change Request Report (CRR)0.5Accepted Joint Venture Report (JVR)1.0Accepted R4R Report1.0Any cases not accepted on first submission or which do not meet the required delivery timelines and/or standards, shall be invoiced in accordance with the Case Equivalent Multipliers as notated in the table below. Case Equivalent MultipliersFor Case Equivalents Unacceptable on Initial SubmissionTasksCEsCAR 0.75PFWR0.75PAWR 0.3PIWR/PIRR 0.3PRWR/PRRR0.15PWRR0.075RDRR0.375CDRR0.6Change Request Report (CRR)0.375Joint Venture Report (JVR)0.75R4R Report0.75SCHEDULE OF DELIVERABLESAll timelines are in calendar days, unless otherwise noted. Deliverables with due dates falling on a weekend or holiday shall be submitted the following Government work day after the weekend or holiday.TaskParagraphItem DescriptionQuantityDelivery DateTask 1 – PROGRAM MANAGEMENT18.1.1Kick-Off Meeting 1Within 7 days of award18.1.1Kick-off Meeting Minutes1Within 3 days of kick-off meetingTask 2 – MyVA VERIFICATION APPLICATION PROCESSING28.2.1Case equivalents, including all applicable tasks, documentation, reports, and other requirements described aboveTo be identified at task order levelAs required in PWS language and specified at task order level28.2.2Performance and Ad Hoc ReportsAs requiredTo be determined based on required reportTask 3 – PROGRAM SUPPORT38.3Program SupportTo be identified at task order levelTo be identified at the task order levelINHERENTLY GOVERNMENTAL FUNCTIONSThe contractor is solely responsible for managing and supervising its personnel. This contract is for non-personal services. Nothing in the DRAFT PWS shall be construed as authorizing or directing the contractor to perform an “Inherently Governmental Function” (IGF) as defined by the Office of Federal Procurement Policy (OFPP) Policy Letter 11-01. Tasks executed by the contractor shall be considered recommendations subject to the review and approval by the Government. Contractor personnel shall not perform any IGF as detailed in FAR 7.503. Contractor personnel shall serve in a support role; final decisions will be made by Government personnel.PERSONNEL REQUIREMENTSAll contractor personnel shall be fully qualified, possessing CVE required certification, and have skill sets and the level of experience necessary to accomplish the requirements of this DRAFT PWS. In addition, contractor personnel shall be acceptable to the Government in terms of personal and professional conduct, and technical knowledge. The Government reserves the right to waive requirements on a case-by-case basis. Any waivers for minimum education and experience requirements must be approved in writing by the COR.The following table outlines minimum personnel requirements for labor categories required of each CMT under Task 2:Labor Category TitleDescriptionMinimum Experience and EducationProgram Manager The Program Manager shall perform requirements using program management principles managing a large-scale program, encompassing multiple projects, with a total lifecycle budget and complexity comparable to the task order at hand. Such tasks will include planning, initiating, managing, executing, and closing out programs in support of an agency’s mission; statistical and financial analyses; and providing overall technical and financial direction to the knowledge management function and developing policies.The program manager will perform the following functions/capabilities:Ensure process efficiencyServe as the Master Trainer of all new contractor staff after initial training provided by CVESupervise work of multiple CMTsMBA or Juris Doctor with five years’ experience relevant to Program Management, or a Bachelor’s degree with eight years’ experience relevant to Program Management. Additional Preference:Two years’ customer service experience Additional Preference:PMP qualificationCase Analyst / Intake Analyst / Portfolio ManagerThe case analyst / intake analyst / portfolio manager shall all be capable of performing the following functions:Assigns and tracks cases Verifies Veteran statusConfirms that neither firm nor owners are included on the Excluded Parties List System (EPLS)Performs in depth public research IAW provided checklist and case fact pattern investigation Reassigns cases as necessaryUnderstands and follows all processes according to the work instructionsCompletes required documentation in VCMS for each step of the processIdentifies, collects, and analyzes all required documentation for applicationsInteracts with Veterans via phone and email using professional customer service skillsResolves application issuesAccurately articulates next steps to Veteran applicantsUnderstands Code of Federal Regulations issues and articulates requirements related to specific case fact patternsDemonstrates professional writing skillsEnters, analyzes, and manipulates data in spreadsheet or other data management formsManages multiple cases simultaneouslyPerforms project management as neededPerforms quality assurance assessments and formation of application clarifying questions based on fact patternsRecommends in writing, informed findings based on case fact patterns and applicable regulations and policyPrepares Comprehensive Case Completion Reports Bachelor’s degree with two years’ experience in business document reviewAdditional Preference:Two years’ customer service experienceSenior AnalystThe Senior Analyst will perform the following functions/capabilities:Performs all Case Analyst functions/capabilitiesTriages cases to determine suitability for assignment to Senior AnalystConducts compliance reviewArticulates to Veteran applicants accurate findings and directions. Capable of speaking to Veteran Applicants in professional mannerCompletes required documentation in VCMS for each step of the processAssist with constructing, editing, and submitting acceptable complex determination letters, regulatory paragraphs, and required Veteran emails/communications and reports based on all available Federal policies and proceduresDetermines need to escalate a case from Case Analyst to Senior AnalystJuris Doctor Additional Preference: One year experience evaluating applications for Government Verification Programs or experience in the analysis of Limited Liability Company and Incorporations Additional Preference: Two years’ experience with customer serviceTeam LeadThe team lead will perform the following functions/capabilities:Leads Case Management Team Performs all Case Analyst and Senior Analyst functions/capabilitiesProvides Quality Control for all cases assigned to the teamResolves case processing issuesEnsures all team training is complete, and all team members receive and maintain CVE certificationDetermines need to escalate a case from Case Analyst to Senior AnalystSupervises actions of Case Analysts and Senior Analysts to ensure that they meet the standards expected under the contract.Juris Doctor with three years’ experience leading teams and three years’ experience in business document review (experience may be met through simultaneous or consecutive positions)Additional Preference: Two years’ experience evaluating applications for Government Verification Programs or experience in the formation of LLC and Incorporations Additional Preference: Two years’ customer service experienceKEY PERSONNELCertain skilled, experienced, professional, and/or technical qualifications are essential for accomplishing the work to be performed. Individuals having these qualifications are defined as Key Personnel and are those persons whose biographies shall be submitted and marked by the contractor as Key Personnel.At the IDIQ level, the contractor shall identify a Program Manager as Key Personnel. At the task order level, the contractor shall identify a Team Lead for each CMT. The Government reserves the right to identify additional Key Personnel at the task order level.Substitution of Key Personnel: Any personnel the contractor offers as substitutes shall have the ability equal to or better than the key personnel submitted in the proposal. Except in cases where individuals commit criminal acts or violations of company policy, personnel shall not be removed, diverted, or replaced from work without notifying the CO and COR. The request shall be written and provide a detailed explanation of the circumstances necessitating the proposed substitution. The contractor shall submit a complete resume for the proposed substitute, any changes to the rate specified in the order (as applicable) and any other information requested by the CO. The COR and CO will evaluate such requests and the CO will notify the contractor in writing of the approval/disapproval of proposed Key Personnel substitutions.POSITION RISK DESIGNATION LEVELPosition SensitivityBackground Investigation (in accordance with Department of Veterans Affairs 0710 Handbook, “Personnel Suitability and Security Program,” Appendix A)Low / Tier 1Tier 1 / National Agency Check with Written Inquiries (NACI) A Tier 1/NACI is conducted by OPM and covers a 5-year period. It consists of a review of records contained in the OPM Security Investigations Index (SII) and the DOD Defense Central Investigations Index (DCII), FBI name check, FBI fingerprint check, and written inquiries to previous employers and references listed on the application for employment. In VA it is used for Non-sensitive or Low Risk positions.Moderate / Tier 2Tier 2 / Moderate Background Investigation (MBI) A Tier 2/MBI is conducted by OPM and covers a 5-year period. It consists of a review of National Agency Check (NAC) records [OPM Security Investigations Index (SII), DOD Defense Central Investigations Index (DCII), FBI name check, and a FBI fingerprint check], a credit report covering a period of 5 years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, law enforcement check; and a verification of the educational degree.High / Tier 4 Tier 4 / Background Investigation (BI) A Tier 4/BI is conducted by OPM and covers a 10-year period. It consists of a review of National Agency Check (NAC) records [OPM Security Investigations Index (SII), DOD Defense Central Investigations Index (DCII), FBI name check, and a FBI fingerprint check report], a credit report covering a period of 10 years, written inquiries to previous employers and references listed on the application for employment; an interview with the subject, spouse, neighbors, supervisor, co-workers; court records, law enforcement check, and a verification of the educational degree.The position sensitivity and the level of background investigation commensurate with the required level of access for all tasks within the DRAFT PWS is Tier 2/Moderate/MBI.The Position Sensitivity and Background Investigation requirements identify, in effect, the Background Investigation requirements for contractor individuals, based upon the tasks the particular contractor individual will be working. The submitted contractor Staff Roster must indicate the required Background Investigation Level for each contractor individual based upon the tasks the contractor individual will be working, in accordance with their submitted proposal.CONTRACTOR PERSONNEL SECURITY REQUIREMENTSContractor Responsibilities: The contractor shall prescreen all personnel requiring access to the computer systems to ensure they maintain the appropriate Background Investigation, and are able to read, write, speak and understand the English language.The contractor shall bear the expense of obtaining background investigations. Within three (3) business days after award, the contractor shall provide a roster of Contractor and Subcontractor employees to the COR to begin their background investigations in accordance with the ProPath template. The Contractor Staff Roster shall contain the Contractor’s Full Name, Date of Birth, Place of Birth, individual background investigation level requirement, etc. The contractor shall submit full Social Security Numbers either within the Contractor Staff Roster or under separate cover to the COR. The Contractor Staff Roster shall be updated and provided to VA within one (1) day of any changes in employee status, training certification completion status, Background Investigation level status, additions/removal of employees, etc. throughout the Period of Performance. The Contractor Staff Roster shall remain a historical document indicating all past information and the contractor shall indicate in the Comment field, employees no longer supporting this contract. The preferred method to send the Contractor Staff Roster or Social Security Number is by encrypted e-mail. If unable to send encrypted e-mail, other methods which comply with FIPS 140-2 are to encrypt the file, use a secure fax, or use a traceable mail service.The contractor should coordinate the location of the nearest VA fingerprinting office through the COR. Only electronic fingerprints are authorized.The contractor shall ensure the following required forms are submitted to the COR within 5 days after contract award:For a Tier 1/Low Risk designation: OF-306 DVA Memorandum – Electronic Fingerprints For Tier 2/Moderate or Tier 4/High Risk designation:OF-306 VA Form 0710DVA Memorandum – Electronic FingerprintsThe contractor personnel shall submit all required information related to their background investigations (completion of the investigation documents (SF85, SF85P, or SF 86) utilizing the Office of Personnel Management’s (OPM) Electronic Questionnaire for Investigations Processing (e-QIP) after receiving an email notification from the Security and Investigation Center (SIC). The contractor employee shall certify and release the e-QIP document, print and sign the signature pages, and send them encrypted to the COR for electronic submission to the SIC. These documents shall be submitted to the COR within 3 business days of receipt of the e-QIP notification email. (Note: OPM is moving towards a “click to sign” process. If click to sign is used, the contractor employee should notify the COR within three (3) business days that documents were signed via eQIP).The contractor shall be responsible for the actions of all personnel provided to work for VA under this contract. In the event that damages arise from work performed by contractor provided personnel, under the auspices of this contract, the contractor shall be responsible for all resources necessary to remedy the incident.A contractor may be granted unescorted access to VA facilities and/or access to VA Information Technology resources (network and/or protected data) with a favorably adjudicated Special Agreement Check (SAC) or “Closed, No Issues” (SAC) finger print results, training delineated in VA Handbook 6500.6 (Appendix C, Section 9), and, the signed “Contractor Rules of Behavior.” However, the contractor will be responsible for the actions of the contractor personnel they provide to perform work for VA. The investigative history for contractor personnel working under this contract must be maintained in the database of the Office of Personnel Management (OPM).The contractor, when notified of an unfavorably adjudicated background investigation on a contractor employee as determined by the Government, shall withdraw the employee from consideration in working under the contract.Failure to comply with the contractor personnel security investigative requirements may result in loss of physical and/or logical access to VA facilities and systems by contractor and Subcontractor employees and/or termination of the contract for default.Identity Credential Holders must follow all HSPD-12 policies and procedures as well as use and protect their assigned identity credentials in accordance with VA policies and procedures, displaying their badges at all times, and returning the identity credentials upon termination of their relationship with VA.METHOD AND DISTRIBUTION OF DELIVERABLESThe contractor shall deliver documentation in electronic format, unless otherwise directed. Acceptable electronic media include: VCMS entry, MS Word 2007/2010 or higher, MS Excel 2007/2010 or higher, MS PowerPoint 2007/2010 or higher, MS Project 2007/2010 or higher, MS Access 2007/2010 or higher, MS Visio 2007/2010 or higher, AutoCAD 2007/2010, and Adobe Postscript Data Format (PDF).QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)The Government will utilize a Quality Assurance Surveillance Plan (QASP) throughout the life of the contract to ensure that the contractor is performing the services required by this DRAFT PWS in an acceptable manner. The contractor shall monitor performance against the established schedule, milestones, risk, and resources outlined in this DRAFT PWS. The contractor shall report any deviations in the Weekly Status Report. The contractor may utilize additional software at no cost to the Government that will allow for reporting and tracking purposes as long as software complies with parameters outlined in Task 2. Metrics reports shall be collected by CVE in accordance with SOPs (to include, daily, weekly, monthly, quarterly, and annually). The Government reserves the right to alter or change the surveillance methods in the QASP at its own discretion.Deliverable or RequirementPerformanceStandardSurveillance MethodTask 2 – MyVA Verification Services Services shall be provided in accordance with the Deliverable Schedule 100% of the time.Services shall be provided in accordance with Section 8.2.1 of the PWS 100% of the CRs shall be free of grammatical and typographical errors and acceptable upon first submission, 97% of the time.Services shall be provided in accordance with Section 8.2.1 of the PWS 100% of the time.100% inspection. The Government designated representative shall review all deliverables and services for quality/timeliness according to criteria established in the PWS and document the results accordingly.Task 2 – Reporting RequirementsDeliverables shall be provided in accordance with the Deliverable Schedule 100% of the time.Deliverables shall meet the requirements as outlined in Sections 8.2.2.1, 8.2.2.2, and 8.2.2.3 of the PWS 100% of the time.100% inspection. The Government designated representative shall review all reports for quality/timeliness according to criteria established in the PWS and document the results accordingly.Task 3 – Program Support The services shall meet the requirements as outlined in Section 8.3 of the PWS. Specifics will be provided at the task order level.Specifics will be provided at the task order level.FACILITY/RESOURCE PROVISIONS The Government will provide office space, telephone service, and system access when authorized contractor staff work at a Government location as required in accomplishing the tasks associated with this DRAFT PWS. The Government will provide access to necessary equipment for onsite contractor staff, including monitors, a keyboard, and a CPU, and access to printing, scanning, and copying.VA will provide remote access to VA specific systems/network in accordance with VA Handbook 6500, which requires the use of a VA approved method to connect external equipment/systems to VA’s network. Citrix Access Gateway (CAG) is the current and only VA approved method for remote access users when using or manipulating VA information for official VA Business. VA permits CAG remote access through approved Contractor Furnished Equipment (CFE) provided the equipment meets all applicable 6500 Handbook requirements for Government Furnished Equipment (GFE). All of the security controls required for Government furnished equipment (GFE) must be utilized in approved CFE. The contractor shall provide proof to the COR for review and approval that their CFE meets the VA Handbook 6500 requirements and VA Handbook 6500.6 Appendix C CAG authorized users shall not be permitted to copy, print or save any VA information accessed via CAG at any time. The contractor shall not transmit, store or otherwise maintain sensitive data or products in contractor systems (or media) outside the VA firewall IAW VA Handbook 6500.6 dated March 12, 2010. All VA sensitive information shall be protected at all times in accordance with VA Handbook 6500, local security field office System Security Plans (SSP) and Authorities to Operate (ATO) for all systems/LAN’s accessed while performing the tasks detailed in this DRAFT PWS.Contractor facility requirement:Video Teleconferencing (VTC)/Web Conferencing (Must be compatible and interoperable with Microsoft Lync 2010 or 2013 and GoToMeeting) Phones/VOIP phones capable of meeting task requirementsPIV-Enabled laptop computer with compatible camera and microphones (CFE to same standards as GFE)Sufficient bandwidth and network infrastructure to ensure connectivity to VA network and resources via Citrix Access Gateway (CAG) for remote desktopOutgoing calls will display the OSDBU Help Desk numberPossess the capability to monitor and/or record calls and share recordings with VA in standard audio fileCONTRACTOR SITE CAPABILITIESAll personnel working at the contractor site shall connect to VA network using Contractor Furnished Equipment (CFE) with VA RESCUE VPN or Citrix CAG for remote desktop. Contractor staff with issued GFE must utilize VA RESCUE or VA Virtual Private Network (VPN) to access VA resources. Network access through the Citrix Access Gateway (CAG) will require the use of a personal identity verification (PIV) card. The Government will provide Citrix CAG or VPN accounts for authorized users. The contractor should contact the CO/COR for latest download instructions and current software version following contract award date. All contractor personnel must be approved for VA network access and have a PIV card before they can use Citrix CAG for remote desktop. If the issuance of PIV card is delayed due to VA backlog or protracted outages, the contractor shall submit a list of pending request for 30 day issuance of a temporary Mobile Pass/token. All contractor personnel must be able to participate in VTC/Web Conferencing via Government issued Citrix CAG remote desktop and/or contractor issued Microsoft Lync 2010 or 2013. The Microsoft Lync web conferencing capability shall include application and program sharing, document collaboration, video/audio conferencing, whiteboards, PowerPoint presentation, instant messaging, presence and awareness, recording and playback.The contractor shall provide and maintain telephone services, associated telephone sets and headsets with appropriate hardware and software support, voice mail, and call processing capabilities to provide CMT members with the ability to place outgoing calls and respond to incoming calls and voice mail messages from applicants.Within 10 calendar days of award, the contractor shall provide a list of all phone numbers and the associated CMT member. The contractor shall inform the Government of any changes to phone numbers within 24 hours of such changes. The contractor shall provide a script which will be used for all CMT voice mail messages within five days of award. The script shall be approved by the Government and used for all voice mail messages and shall include a toll-free number that is provided by VA for Veterans who require immediate assistance or having difficulty reaching their assigned CMT agent.For backup, as well as to participate in some training webinars, all hands meetings, announcements, and regular OSDBU communication meetings, the contractor must be able to access GoToMeeting or other online collaborative software via standard web browsers, mobile app, or laptop plugins. GOVERNMENT FURNISHED EQUIPMENT The Government will issue laptops equipped with SoftPhone communication capability under this IDIQ. GOVERNMENT FURNISHED INFORMATION (GFI)The Government will provide samples of deliverable reports to the contractor and access to required data and network resources to support the requirements of this order as needed. All procedural guides, reference materials, and program documentation for the project and other Government applications will also be provided on an as-needed basis.The contractor is expected to use common knowledge and resourcefulness in securing all other reference materials, standard industry publications, and related materials that are pertinent to the work. The contractor shall request other Government documentation deemed pertinent to the work accomplishment directly from the Government officials with whom the contractor has contact. The contractor shall consider the COR as the final source for needed Government documentation when the contractor fails to secure the documents by other means. GOVERNMENT MANAGEMENT INFORMATION SYSTEMSOSDBU is transforming its business processes through the implementation of new systems. Any reference in this contract to a specific Management Information System, software application, or other information technology platform is for illustrative purposes only. The Veterans Enterprise Management System (VEMS) is a replacement system for the legacy VetBiz Case Management System (VCMS). VEMS is scheduled to be operational during FY2017/FY2018. VEMS and other systems currently in development will automate many of the functions currently performed by personnel and will eliminate many of the existing manual processes and improve efficiency and productivity in areas identified in this DRAFT PWS. Accordingly, the contractor is advised that the introductory implementation of VEMS and other technology platforms may change the deliverables and tasks required under this IDIQ and resulting task orders. Any change to deliverables and tasks specified in this DRAFT PWS as result of information system changes shall occur only after a written contract modification executed by a CO. ................
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