SOURCES SOUGHT
R -- Business Service Provider Support Services - Sources Sought
- Notice Date
- 4/4/2016
- Notice Type
- Sources Sought
- NAICS
- 541990
— All Other Professional, Scientific, and Technical Services
- Contracting Office
- Department of Housing and Urban Development, OCPO, Western (Denver) Field Contracting Operations, Denver Operations Branch, NFW, 1670 Broadway, 23rd Floor, Denver, Colorado, 80202-4801
- ZIP Code
- 80202-4801
- Solicitation Number
- LoanServicing_BusinessSupport
- Archive Date
- 4/30/2016
- Point of Contact
- Christopher S. Stuart, Phone: 3036725278
- E-Mail Address
-
christopher.s.stuart@hud.gov
(christopher.s.stuart@hud.gov)
- Small Business Set-Aside
- Competitive 8(a)
- Description
- Sources Sought THIS IS A SOURCES SOUGHT NOTICE ONLY. This is not a request for offers, quotes or proposals. This notice does not represent a commitment by the Government to issue a solicitation or award a contract. This is a market research tool only to determine the capability of potential sources. The Department of Housing and Urban Development (HUD) seeks to establish a contract under NAICS Code(s) 541990 All Other Professional, Scientific, and Technical Services. The Small Business Standard is $15 Million, PSC Code R408 PROGRAM MANAGEMENT/SUPPORT SERVICES, for Business Service Provider Support Services. This contract will support the National Servicing Center, which is issuing this Request For Information (RFI) in order to solicit responses from capable sources and capability statements to ensure sufficient competition exists to meet the government's requirements. Teaming arrangements and joint ventures will be considered for any subsequent procurement based on the Government's market research, provided that the prime contract is awarded to an applicable small business and that small businesses provide fifty-one percent or more of the support. Please review the General Scope of Work and provide your feedback to Christopher Stuart at Christopher.S.Stuart@hud.gov. BACKGROUND The Federal Housing Administration (FHA), an organizational unit within HUD, administers the single-family mortgage insurance program. FHA insures approved lenders against the risk of loss on loans they finance for the purchase, and in some instances rehabilitation, of single-family homes. When an FHA insured loan goes into default, the lender is required to evaluate each defaulted borrower for loss mitigation, and if loss mitigation is not feasible, to commence foreclosure timely. Following foreclosure, the lender may convey the foreclosed property to HUD and file a claim for insurance benefits. The National Servicing Center (NSC) provides national servicing and loss mitigation support to FHA lenders and borrowers in the form of client-based loss mitigation assistance and servicing complaint resolution. NSC also monitors loan servicing activities of all FHA approved servicers and lenders, evaluates risk to the FHA fund through statistical analysis, reviews default and foreclosure information for program study, and manages FHA portfolio. HUD utilizes a variety of systems to store information related to the current eight (8) million active insured single-family loans. A significant amount of historical data is contained within the Single Family Data Warehouse (SFDW), and is used by the NSC to identify trends, project successes and failures in the servicing activities, analyze the impact of risk on the FHA insurance fund, and monitor lender performance. HUD system also interfaces with other external systems through a secure middleware application for electronically integrating data elements. HUD currently owns and uses the following customized systems: 1. Single Family Mortgage Asset Recovery Technology (SMART) to service and track servicing activities the Secretary Held portfolio excluding Reverse or HECM Mortgages and monitor contractor performance 2. Extensions and Variances Automated Requests System (EVARS) to communicate extensions of time to the first legal due date and variances to policy for FHA-approved servicers at case level. 3. Electronic Courses on Loss Mitigation and Servicing System (ECLASS) to provide online training to FHA lenders, housing counseling agencies, HUD and other non-profit organizations with web-based Servicing and Loss Mitigation training and notifications to various related conferences. DEFINITIONS CONTINUITY OF OPERATIONS PLAN (COOP) - A formalized plan for the continuation of business operations in the event of a disaster. CONTRACT - A written mutually binding legal relationship obligating the seller to furnish the supplies or services and the buyer to pay for them. CONTRACTING OFFICER (CO) - A person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings. CONTRACTOR - The individual, partnership, corporation, or other entity, which, in addition to HUD, is the party subject to the terms and conditions of this contract. ECLASS - a business service provider that provides FHA lenders, housing counseling agencies, HUD and other non-profit organizations with web-based "Servicing and Loss Mitigation" training and notifications to various related conferences. EVARS - a business service provider that provides FHA lenders an interactive automate process available through the Internet that gives approved FHA lenders real-time opportunity for automated request, review, approval and/or denial of extensions and variances related to various loan programs. KEY PERSONNEL - Personnel specifically considered essential to the work being performed under this contract, pursuant to HUDAR 2452.237-70, Key Personnel. PERFORMANCE EVALUATION - The GTR/GTMs record of the Contractor's performance, under the contract, will be used for consideration of exercising an option and future source selection purposes by other Federal departments and agencies PERFORMANCE REQUIREMENTS - The service level that separates acceptable performance from unacceptable performance of a task according to the Inspection of Services clause. PERFORMANCE REQUIREMENTS SUMMARY - A listing of the performance requirements under the contract that are to be evaluated by the Government on a regular basis; performance standards for these requirements, and surveillance methods to be used to determine if performance standards are met (and optionally, any maximum payment for meeting the AQL level, and any deduction from payment for not meeting the AQL). PERFORMANCE STANDARD - The Contractor's performance level required by the Government. This is also known as AQL, Acceptable Quality Level. QUALITY ASSURANCE - A planned and systematic pattern of all government actions to provide confidence that adequate technical requirements are established and services conform to established technical requirements to assure that satisfactory performance is achieved. QUALITY CONTROL - Those actions taken by a Contractor to monitor performance to ensure conformance to the contract requirements. SECRETARY-HELD/SECRETARY OWNED - Any mortgage or property wherein the Department of HUD has an interest. The asset is held in the name of the Secretary of Housing and Urban Development. SMART - The business service provider developed to house all of HUD's loan programs serviced by the National Servicing Center excluding Reverse or HECM mortgages. TITLE I - Section of the National Housing Act governing manufactured housing and home improvement loans. TITLE II - Section of the National Housing Act governing HUD's Single Family Mortgage Insurance Program. GENERAL DESCRIPTION OF WORK The primary of a business service provider include providing a state-of-the-art web based technology that supports current and future HUD initiatives and requirements with a customized business intelligence architecture as described below: Provides a state-of the art technology and an operational architecture consistent with HUD's existing and planned standard enterprise architecture (EA) infrastructure Provides specialized web hosting services, enhancements, maintenance, training and support as specified for web-based business service providers and/or automated business processes Develops web-based programs and applications to service and track servicing activities the Secretary Held portfolio excluding Reverse or HECM Mortgages and monitor contractor performance. Provides systems maintenance, training and technical support to all various users. Provides and performs system modification and enhancements to improve and update functionality, visual appeal and aesthetics of the website to assure that it is compatible with current Industry technology Provides and performs all needed modifications to enhance, improve, secure and update the data center systems to assure that they are compatible with current Industry technology. Maintains a data center to house SMART, EVARS and ECLASS with current or new server and/or servicing platforms, workstations, software, etc. to support the application software, the capacity for systems growth, security and integrity of systems data. Meets FISMA and NIST requirements as well as Credit Reform. Provides system configuration and infrastructure consistent with HUD's existing and planned standard enterprise architecture (EA) infrastructure Interfaces will be automated and managed via a middleware component so that duplicate data entry is eliminated and interface code and configuration will be reusable and repeatable, and that the synchronization of data exchanges across the involved systems will be preserved. Data integrity and Verification is compliant with HUD's standards and guidelines Extensions and Variances Automated Requests System (EVARS): Provides lenders an opportunity for automated request, review, approval, and rejection of extensions and variances related to various loan programs. Provides lenders an interactive automate process available through the Internet Provides lenders capability to track and their requests Provide a web-based application, real-time access that lenders will access via a secured World Wide Web to complete and submit forms to HUD for extensions and variances. Provides capability to track all inbound and outbound calls and correspondences Provides an automated process to review and forward lender submitted requests Provides tracking and reporting capability of all requests Provides validation for completeness, accuracy and data integrity at submission Provides rule-based interfaces to facilitate seamless, event-driven transactions to process and validate internal logic of the quest Provides capability to scan and store data and input information 508 Compliant Electronic Courses on Loss Mitigation and Servicing System (ECLASS): Provides FHA lenders, housing counseling agencies, HUD and other non-profit organizations a web-based Servicing and Loss Mitigation training and notifications to various related conferences Provides the instructors with the ability to record class attendance and test results online Provides tracking capability of attendance and progress from the time of enrollment through completion of each module and final receipt of a certification Provides a real-time ECLASS course registration. Provides a visual and online ECLASS course and training Provides eLearning capability Provides online registration and data capture capabilities for online and instructor-led training. Provides an interactive online training class and also flexibility to allow students schedule their training at anytime, anywhere on any device Provides the instructors with the ability to record class attendance and test results online 508 Compliant Single Family Mortgage Asset Recovery Technology (SMART): Provides a state-of the art technology and an operational architecture consistent with HUD's existing and planned standard enterprise architecture (EA) infrastructure Provides specialized web hosting services, enhancements, maintenance, training and support as specified for web-based business service providers and/or automated business processes Develops web-based programs and applications to service and track servicing activities the Secretary Held portfolio excluding Reverse or HECM Mortgages and monitor contractor performance. Provides systems maintenance, training and technical support to all various users. Provides and performs system modification and enhancements to improve and update functionality, visual appeal and aesthetics of the website to assure that it is compatible with current Industry technology Provides and performs all needed modifications to enhance, improve, secure and update the data center systems to assure that they are compatible with current Industry technology. Provides service and track servicing activities the Secretary Held portfolio excluding Reverse or HECM Mortgages and monitor contractor performance Provides automated business processes and capability to perform comprehensive loan servicing requirements necessary to meet HUD guidelines for servicing the various HUD loan programs Provides a portal where users may access SMART over a LAN or remotely through a Cloud computing environment. Internal Quality Control-Designing, testing, and executing internal control processes, procedures, tracking mechanisms Maintains a data center to house SMART with current or new server and/or new servicing platform, workstations, software, etc. to support the application software, the capacity for systems growth, security and integrity of systems data. Meets all FISMA and NIST requirements as well as Credit Reform. Provides system configuration and infrastructure consistent with HUD's existing and planned standard enterprise architecture (EA) infrastructure Interfaces will be automated and managed via a middleware component so that duplicate data entry is eliminated and interface code and configuration will be reusable and repeatable, and that the synchronization of data exchanges across the involved systems will be preserved. Data integrity and Verification is compliant with HUD's standards and guidelines Contractor employees (including subcontractors) who will need to have access to HUD information systems and/or business service providers (e.g. SAMS or SMART) must undergo a background investigation. See Clause HUDAR 2452.239-70 Access to HUD Systems. Quality Assurance-Testing quality assurance plans, procedures and tracking mechanisms utilized for the National Servicing Center. Customer Support - Customer service is a high priority and critical to the successful performance and support of system functions. The NSC is seeking to obtain professional customer service support to provide a wide variety of incoming inquiries from HUD's FHA Insured borrowers, FHA lenders/servicers, home ownership counseling organizations, the general public and other HUD divisions. Provide a centralized customer support for each business function of the system. Provide an advanced telephone and telecommunication equipment supported with customer service call center software provides computer and telephone routing and transfer services, sophisticated data gathering and reporting capabilities, workload routing capabilities and essential IT support. Provides a centralized customer service call support operation for the Office of Single Family Asset Management Responds and resolves contacts related to FHA-Insured Loan Servicing, Loss Mitigation, and other miscellaneous loan servicing issues Provides a monthly report consisting of the numbers and types of inquiries received The Contractor's phone help shall have on-line, read-only access to BSP data to facilitate responses to callers Provides written procedures and Help Desk Procedures and frequently asked questions (FAQ) to assist all inbound inquires Provides customer service, technical assistance, and assistance to mortgagors and lenders in a consultative manner, specifically in the area of Loss Mitigation and Loan Servicing issues and support services to HUD's National Servicing Center. The Department generally follows the rules set forth in the mortgage lending industry in servicing FHA Insured Loans Provides customer service to answer questions, resolve complaints, provide loan information and status; refer customers to appropriate service agencies, assist all callers in a prompt, professional and courteous manner and ensuring that mortgagors are satisfied with their experience. CONTEMPLATED PERFORMANCE METRICS 1. QUALITY OF PRODUCT OR SERVICE 2. TIMELINESS OF PERFORMANCE 3. BUSINESS RELATIONS CONTEMPLATED SYSTEM REQUIREMENTS 1. SMART system requirements: A specialized servicing platform known as the Single Family Mortgage Asset Recovery Technology (SMART) will be utilized to service and track servicing activities the Secretary Held portfolio excluding Reverse or HECM Mortgages and monitor contractor performance. Additionally, HUD's Contractor interfaces with external and a number of HUD information management systems. The system will use state-of the art technology and an operational architecture consistent with HUD's existing and planned standard enterprise architecture (EA) infrastructure. The underlying system architecture (e.g., client-server, thin/rich client, etc.) must adhere to HUD's Office of the Chief Information Officer and Office of Information Technology principles. Rules-based interfaces shall be used to facilitate seamless, event-driven transactions (e.g., via XML or JMS messaging). Interfaces will be automated and managed via a middleware component so that duplicate data entry is eliminated and interface code and configuration will be reusable and repeatable, and that the synchronization of data exchanges across the involved systems will be preserved. To ensure increased availability and uptime of applications, contractor shall ensure that the development and production sites operate independently of each other. Security of the system shall be in accordance with HUD standards. 2. EVARS system requirements - a. Provide specialized web hosting servicing, enhancements, training and support as specified for web-based business service providers and/or automated business processes. b. Provide full interoperability with other HUD and external systems. c. To provide capability for interface with HUD systems, the Contractor shall provide equipment and software that meet HUD's minimum system requirements d. Maintain all features of the website insuring functionality, reliability, efficiency, and integrity of the structure e. Improve and enhance the visual appeal and aesthetics of the website f. Provide role-Based Access system - System access must be granted via structured login, providing role-based user authentication g. Ensure that the electronic file storage provided meets all Federal requirements for storage of Federal records and be protected against misuse or release of sensitive data to anyone not directly designated to or affiliated with this contract. h. Provide safeguard all computerized system extractions containing HUD loan data i. Provide backup Services and Data Redundancy to ensure the ongoing integrity and redundancy of data on its servers 3. ECLASS system requirements - provide an online training, eLearning that it is compatible with current Industry technology. CONTEMPLATED MAGNITUDE OF THE PROJECT $5 to $7 Million Dollars CONTEMPLATED PLACE OF PERFORMANCE Performance will be at the contractor's location. RESPONSE REQUESTED Small Businesses are encouraged to respond. This synopsis is a market research tool being used to determine the availability and capability of potential sources prior to determining the method of acquisition and whether the government will proceed with this acquisition. The Government will not pay for any information solicited. If a contract is ultimately pursued, responses to this synopsis will be used to aid in determining whether the acquisition is set-aside for small business or in establishing small business subcontracting goals. All qualified firms are encouraged to respond. The capability statement shall address, at a minimum, the following for the past three years: 1. Name and address of company and or companies (if there is a teaming arrangement or joint venture); 2. Technical expertise relevant to the requirement; 3. Technical approach relevant of the requirement (1 to 2 paragraphs); 4. Management approach relevant to the requirement (1 to 2 paragraph); 5. Corporate experience relevant to the requirement (1 to 2 paragraph); 6. Indicate if you are a small business or any other socio-economic categories that apply to your firm under the designated NAICS code; 7. Relevant past performance. Your capability statement needs to include a list of three customers (Government/non-Government) within the past three (3) years highlighting similar work in nature, scope, complexity, and difficulty and a brief description of the scope of work. Your submission for relevant past performance must include for each customer: • Contract name; • Contracting Agency or Department, POC and contact information; • Yearly contract value (in $); • Whether your firm was the prime or a subcontractor; • Period of performance; • Description of work and how it relates to the requirements. Interested firms responding to this market survey must provide a capability statement demonstrating their experience, skills and capability to fulfill the Governments requirements for the above. The capability statement shall be in sufficient enough detail, but not exceed 3 pages TOTAL, so that the Government can determine the experience and capability of your firm to provide the requirements above. Please specify one primary and one alternate Point of Contact (POC) within your firm, including telephone numbers and email addresses in case clarifications of your submission are needed. Only electronic copies of capability statements will be accepted and should be emailed to: Christopher.S.Stuart@HUD.GOV. The e-mail shall contain the following subject line: Response to Sources Sought Notice - Business Service Provider Support Services. The Government may use the responses received to determine whether to proceed with the acquisition as a set-aside, or in the absence of a least two small business responses to this notice, may determine to proceed with a full and open competition. This decision and whether to proceed with the acquisition is at the sole discretion of the Government. All interested contractors should submit their capability statements by 4:00 pm Mountain Standard Time on April 15, 2016, attention POC Christopher Stuart@hud.gov. Late responses will not be considered.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/HUD/NFW/NFW/LoanServicing_BusinessSupport/listing.html)
- Place of Performance
- Address: Contractors Location, United States
- Record
- SN04072165-W 20160406/160404234648-a17e4b38ea902b3a37a4cb03c8041bd0 (fbodaily.com)
- Source
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