HRBCC Performance Work Statement Draft

PERFORMANCE WORK STATEMENT

DEPARTMENT OF THE NAVY

HUMAN RESOURCES BENEFITS CONTACT CENTER

1.0 SCOPE OF WORK

1.1.1 This PWS provides for the establishment and operation of the DON Civilian Human Resources Benefits Contact Center (HRBCC), a dedicated single service contact center (contractor personnel will be dedicated to the taskings within this PWS). For the purpose of this PWS, the HRBCC will be referred to as the "contractor" or “Benefits Line”. Additionally, employee refers to civilian employees working or formerly working for the DON. Addendum 1 lists the acronyms used in this PWS. The contractor will provide the full range of support to current and separated Navy civilian employees and prospective employees. Prospective employees are defined as employees who have received a job offer with the DON but are not processed in the personnel system. Employees are located world-wide. The contractor will provide general information, technical guidance and advice, to employees about retirement, the FEHB, the FEGLI and the TSP programs and employee entitlements to include FEDVIP, FSAFEDS and FLTCIP. The contractor will also guide employees to retirement information on the OCHR civilian portal page or other approved web sites or refer employees to a CBC Specialist. The contractor will assist employees in accessing the GRB Platform application or equivalent and making transactions. The contractor shall also assist former spouses, survivors and children of employees regarding information on benefits upon request. It is also recognized that the contractor may receive contacts on non-benefit-related matters. In such cases the contractor shall respond by providing limited information furnished by the CBC. The contractor shall also receive calls from hearing impaired employees by using a TTY/TDD telephone for the deaf and hard of hearing. For the purpose of this contract, "contact" is defined but not limited to the following means of communication received: telephone calls, email, web chat, chatbot interactions, or mail. As part of this assistance, the contractor shall adhere to all requirements of the Privacy Act. Historical workload data is provided in section 12.0. 1.1.2 Information is defined as responses to all requested queries contained in the following references including but not limited to : (1) 5 CFR, Chapter l, Parts 870, 890, 892, 1600; (2) OPM's FEHB and FEGLI Program Handbooks; (3) TSP bulletins; (4) approved written scripts to be provided by the CBC