The Program Support Center (PSC) was created in 1995 to provide a wide
range of administrative support to the U.S. Department of Health and
Human Services (HHS), allowing HHS Operating Divisions to concentrate on
their core mission objectives. As the shared services provider for HHS
and other Federal Agencies, the PSC remains focused on continually
improving its customer service and on providing customers with products
and services that meet or exceed their expectations at the lowest
possible cost.

The PSC became the efficient, customer-focused organization it is today
because of the in-depth analysis of product offerings, reengineering
processes, changes in management practices, and workforce restructuring
it has undertaken in recent years. In addition, the PSC has pursued
several initiatives to consolidate services and to offer a comprehensive
approach to service delivery. Today, the PSC provides more than 50
products and services in financial management, administrative
operations, strategic acquisitions, health resources, and human
resources to Government Agencies worldwide.

In an effort to improve customer service, the following tools are
available to all PSC customers:

-   ***PSC Directory of Products and Services* --** A publication that
    includes detailed descriptions of the products and services offered
    by the PSC, performance standards for timeliness and quality, rate
    and billing methodology, and points of contact. The ***Directory***
    is available in both hard copy and online at
    http://www.psc.gov/aos/business/products_services.html. Hard copies
    can be obtained by contacting the PSC Business Office at (301)
    443-0034.

>  

-   **Service Level Agreements --** Formal agreements made with each
    customer that document the products and services to be provided, the
    estimated workload units, and general provisions covering the
    business relationship, such as billing practices and
    entry/termination of services.

 

-   **The Online Viewer (OLV) application of the PSC Revenue, Invoicing
    and Cost Estimation System (PRICES) --** A Web-based application
    that allows PSC customers electronic access to their bill at any
    time. This application gives customers the ability to view
    individual invoices, monitor funding status, and provide online
    feedback.  Throughout the year, customers can monitor actual usage
    against estimated demand by business line. Customers can access the
    PRICES OLV at http://prices.psc.gov. 

The PSC is always looking for ways to improve its products and services
and appreciates your feedback. To share your thoughts and ideas on how
we can better serve our customers, please contact the PSC Business
Office.

The PSC wishes to thank you for considering us as your provider of
choice for quality and value in shared services. We look forward to
working with you in Fiscal Year 2008.

**TABLE OF CONTENTS**

[ADMINISTRATIVE OPERATIONS SERVICE (AOS)
4](#administrative-operations-service-aos)

[PROPERTY MANAGEMENT SERVICES 4](#property-management-services)

[Asset Management (OP612) 4](#asset-management-op612)

[Building Operations (OP615) 5](#building-operations-op615)

[Building Management 5](#building-management)

[Space Acquisition 5](#space-acquisition)

[Space Alterations 6](#space-alterations)

[Leased Space Management 6](#leased-space-management)

[Shredding 7](#shredding)

[Security Services (OP210) 7](#security-services-op210)

[Background Investigations 7](#background-investigations)

[Digital Fingerprinting and SACs 8](#digital-fingerprinting-and-sacs)

[Physical Security and Emergency Operations/Planning Services
8](#physical-security-and-emergency-operationsplanning-services)

[Security Consultation and Assessments
9](#security-consultation-and-assessments)

[Personal Identity Card Issuance and HSPD-12 Services
9](#personal-identity-card-issuance-and-hspd-12-services)

[Real Property (OP614) 10](#real-property-op614)

[Transhare (OP618) 10](#transhare-op618)

[Transportation (OP634) 11](#transportation-op634)

[Warehouse Operations (OP605) 11](#warehouse-operations-op605)

[General Storage 11](#general-storage)

[Labor Services 12](#labor-services)

[Product Distribution 12](#product-distribution)

[Property Disposal 13](#property-disposal)

[TECHNICAL SUPPORT SERVICES 14](#technical-support-services)

[Conference Services (OP619) 14](#conference-services-op619)

[Departmental Forms Management (OP624)
14](#departmental-forms-management-op624)

[Graphic Arts (OP620) 15](#graphic-arts-op620)

[Mail Operations (OP623) 15](#mail-operations-op623)

[Printing Procurement (OP625) 16](#printing-procurement-op625)

[Reprographics (OP626) 16](#reprographics-op626)

[Telecommunications Management (OP629)
16](#telecommunications-management-op629)

[Telecommunications Services (OP627)
17](#telecommunications-services-op627)

[INFORMATION TECHNOLOGY SERVICES 18](#information-technology-services)

[OTHER ADMINISTRATIVE SERVICES 19](#other-administrative-services)

[Board for Correction (OP209) 19](#board-for-correction-op209)

[Cooperative Administrative Service Units (CASUs)
19](#cooperative-administrative-service-units-casus)

[Employee Child Care Services (OP105)
20](#employee-child-care-services-op105)

[Freedom of Information Act (FOIA) Services (OP101)
20](#freedom-of-information-act-foia-services-op101)

[HHS Hotline -- Department Information Line (OP616)
21](#hhs-hotline-department-information-line-op616)

[Regional Support (OP631) 21](#regional-support-op631)

[BUSINESS TECHNOLOGY OPTIMIZATION (BTO)
22](#business-technology-optimization-bto)

[Information Technology (IT) Consulting Services (OP109)
22](#information-technology-it-consulting-services-op109)

[PSC Contact Center "ONE-DHHS" (OP109)
23](#psc-contact-center-one-dhhs-op109)

[FINANCIAL MANAGEMENT SERVICE (FMS)
24](#financial-management-service-fms)

[Accounting Services (OP405) 24](#accounting-services-op405)

[Cost Allocation/Indirect Cost Negotiations (OP401)
25](#cost-allocationindirect-cost-negotiations-op401)

[Debt Collection Center Services (OP404)
25](#debt-collection-center-services-op404)

[HHS E-Gov Travel Center of Excellence (OP411)
26](#hhs-e-gov-travel-center-of-excellence-op411)

[Payment Management (Grant) Services (OP402)
26](#payment-management-grant-services-op402)

[Payroll Accounting Services (OP408)
27](#payroll-accounting-services-op408)

[HCAS O&M (OP412) 28](#hcas-om-op412)

[UFMS Operations & Maintenance (O&M) (OP410)
28](#ufms-operations-maintenance-om-op410)

[FEDERAL OCCUPATIONAL HEALTH SERVICE (FOHS)
30](#federal-occupational-health-service-fohs)

[Employee Assistance Services (OP502)
30](#employee-assistance-services-op502)

[EAP Services (OP502) 31](#eap-services-op502)

[Specialized Behavioral Health Services
31](#specialized-behavioral-health-services)

[Work/Life Services 31](#worklife-services)

[Environmental Health Services (OP503)
32](#environmental-health-services-op503)

[Clinical Services (OP501) 33](#clinical-services-op501)

[Occupational Health Center Services
33](#occupational-health-center-services)

[Specialized Health Services 33](#specialized-health-services)

[Wellness/Fitness Services 33](#wellnessfitness-services)

[ENTERPRISE SUPPORT SERVICE (ESS) 35](#enterprise-support-service-ess)

[Commissioned Corps Support Services (OP301)
35](#commissioned-corps-support-services-op301)

[Compensation 35](#compensation)

[Medical Affairs 36](#medical-affairs)

[EEO Complaint Investigations (OP211)
36](#eeo-complaint-investigations-op211)

[EEO Services (OP213) 37](#eeo-services-op213)

[Enterprise Applications Division (EAD) (OP215)
38](#enterprise-applications-division-ead-op215)

[Capital HR 38](#capital-hr)

[Help Desk Support 38](#help-desk-support)

[Payroll Services (OP216) 38](#payroll-services-op216)

[Payroll Customer Service 39](#payroll-customer-service)

[Resolution of Missing Electronic Funds Transfer (EFT)/Checks
39](#resolution-of-missing-electronic-funds-transfer-eftchecks)

[Special Pay 39](#special-pay)

[STRATEGIC ACQUISITION SERVICE (SAS)
40](#strategic-acquisition-service-sas)

[Acquisition Management (OP704) 40](#acquisition-management-op704)

[Negotiated Contracts 40](#negotiated-contracts)

[Purchase Card Management 41](#purchase-card-management)

[Simplified Acquisitions 41](#simplified-acquisitions)

[Strategic Sourcing (OP701) 42](#strategic-sourcing-op701)

[Supply Service Center (SSC) (OP705)
42](#supply-service-center-ssc-op705)

[PSC Service Level Agreement General Provisions
44](#psc-service-level-agreement-general-provisions)

# ADMINISTRATIVE OPERATIONS SERVICE (AOS)

Director: Michael A. Tyllas, Ph.D.\
Phone: (301) 443-2516\
E-mail: michael.tyllas@psc.hhs.gov

The Administrative Operations Service (AOS) provides a wide range of
administrative and technical services to customers within the U.S.
Department of Health and Human Services (HHS) and to other Federal
Agencies, as well as corporate support to the Program Support Center
(PSC). Major service areas include: *Property Management*, comprising
facilities management, space leasing, disposition of surplus Federal
property, personnel and physical security services, and logistics
services, including receiving, asset management, storage, and disposal;
*Technical Support*, comprising telecommunications, visual
communications, printing and publications, reprographics, conference
facilities, and mail and messenger services; *Information Technology*,
including desk-top support, Blackberry management and a wide array of
infrastructure support services; and *Other Administrative & Corporate
Support*, comprising Freedom of Information Act (FOIA) services,
regional administrative support, Cooperative Administrative Support
Units, ethics, competitive sourcing, and the PSC Business Office.

## PROPERTY MANAGEMENT SERVICES

### Asset Management (OP612)

Utilizes an automated tracking system and barcode technology to ensure
accurate and complete accountability records are maintained; barcodes
all qualified inventory received through the PSC Personal Property
Facility (PPF) for customers and accepts reports from customer agencies
for qualified material received directly at the customer's site;
prepares and submits Federal Financial Management Improvement Act
(FFMIA) reports to Finance; provides barcode scanners with Web-based
data downloaded to assist property custodians with their inventory
management responsibilities; advises activity when rotational
inventories are due and performs mandatory 3-year inventory review and
additional yearly inventory checks for customer agencies; and calculates
results, advises customers of those results, and reports financial
requirements to the accounting system.

Performance Standards: 95% of system users will be assigned within 2
work days after final request has been received.

98% of system user responsibility packets will be prepared within 5 work
days after user account has been established.

98% of all customer requests for new catalog entries to the PMIS system
will be completed within 3 work days of the final request.

> 198% of all capitalized assets will be accurately reported and
> reconciled to the department's general financial ledger.

Offered to: HHS

Service Fee: Original Acquisition Value under \$25,000: \$0.43 per item
per month\*

Original Acquisition Value over \$25,000: \$36.36 per item per month\*

\*Plus actual cost of additional customer-specific requirements.

Point of Contact: Martha Diskin

Phone: (240) 276-0800

E-mail: martha.diskin@psc.hhs.gov

Point of Contact: Myla Haines

Phone: (240) 276-0800

E-mail: myla.haines@psc.gov

### Building Operations (OP615)

Provides building management, space acquisition, space alterations, and
leased space management for customers located in leased facilities in
the Washington metropolitan area delegated to the PSC and controlled by
the General Services Administration (GSA). The PSC-delegated buildings
include Parklawn and the 370 Personal Property Facility.

##### Services Include:

#### Building Management 

> **Parklawn Building --** Provides custodial services; utilities; waste
> management; operations and maintenance of Government-owned Heating,
> Ventilation, and Air Conditioning (HVAC) systems; recycling; lock
> work; fire extinguisher maintenance and inspections; energy
> management; landscaping; snow removal; window washing; pest control;
> environmental and fire safety services; lease administration; and
> parking administration.
>
> **Outbuildings --** Tailors building management services in
> outbuildings to customer needs and can include lease administration,
> service call management, environmental and building safety, and
> consultation on operational issues and service contracts.
>
> Performance Standard: 90% of service requests in both Parklawn and
> outbuildings will be responded to within 1 business day of request.

Offered to: HHS

> Service Fee: Parklawn Building: \$7.28 per ft^2^ per year
>
> Outbuilding Operations: \$0.44 per ft^2^ per year\*
>
> \*Plus actual customer-specific contract costs, travel, overtime, and
> supplies.

Consultation Fee: \$104.57 per hour

> Point of Contact: Service Call Help Desk
>
> Phone: (301) 443-6340
>
> E-mail: <buildingmanagement@psc.gov>

#### Space Acquisition

> Coordinates projects for customers for all types of space including
> general office, warehouse, and laboratory facilities. Serves as
> liaison between customers and GSA to acquire space and participates in
> all phases of the project including design, space acquisition,
> construction, coordination of direct contracts, occupancy, and lease
> administration.
>
> Performance Standard: 95% of customer requests for services will be
> acknowledged within 2 business days of request.

Offered to: HHS

Service Fee: Included in Building Management fee for Parklawn occupants.

Other customers, fee by agreement.

> Point of Contact: John Hicks
>
> Phone: (301) 443-2001
>
> E-mail: john.hicks@psc.hhs.gov

#### Space Alterations

> Coordinates projects for alterations of space occupied by customers.
> Performs various types of alteration projects including executive
> suites, open office plans, warehouses, daycare, and laboratory
> facilities. Services include: lessor and GSA coordination, selection
> of designers and contractors, review of design intent and construction
> documents, submittal reviews, and facilitation of design and
> construction phase meetings. Project tracking is accomplished using an
> in-house Project Reporting and Analysis System.
>
> Performance Standard: 95% of customer requests for alterations will be
> acknowledged within 2 business days of request.

Offered to: HHS

Service Fee: Included in Building Management fee for Parklawn occupants.

> Other customers, fee by agreement.
>
> Point of Contact: Rob Hemberger
>
> Phone: (301) 443-6617
>
> E-mail: robert.hemberger@psc.hhs.gov

#### Leased Space Management 

> Verifies monthly the GSA rent bills for properties being leased by
> customers. Prorates rent bills for multi-tenant buildings; assigns
> space and verifies space utilization; prepares rent budgets; and
> administers leases.
>
> Performance Standards: 95% of rent bills will be analyzed and
> processed within 1 week of receipt.
>
> 95% of biannual rent budgets will be prepared within 1 week of
> request.

Offered to: HHS

Service Fee: Included in Building Management fee for Parklawn occupants.

> Other customers, fee by agreement.
>
> Point of Contact: Sheila Grossman
>
> Phone: (301) 443-4670
>
> E-mail: [sheila.grossman@psc.hhs.gov](mailto:jchomko@psc.gov)

#### Shredding 

> Picks up sensitive paper materials from various customer locations and
> transports, shreds, and recycles those materials. The receipt of
> service requests, data collection, and billing are done using an
> automated system. Customers are provided with lockable storage
> containers for the convenient collection of sensitive paper materials.
> Schedules biweekly material pickup and arranges for additional
> (unscheduled) collections upon customer request.
>
> Performance Standards: 95% of orders placed on the biweekly schedule
> will be picked up by their due date.
>
> 90% of special orders placed for pickup on other than the biweekly
> schedule will be honored within 3 business days of order receipt.
>
> 95% of telephone inquiries will be responded to within 1 business day
> of inquiry.
>
> Offered to: All Federal Agencies
>
> Service Fee: \$0.18 per lb
>
> Point of Contact: Gayle Hunt
>
> Phone: (301) 443-6340
>
> E-mail: gayle.hunt@psc.hhs.gov

### Security Services (OP210) 

Provides complete personnel and physical security services. Services
include: advising on appropriate position sensitivity; processing
background investigations; adjudicating cases with issues; taking
digital fingerprints; verifying previous background investigations;
processing Special Agency Checks (SACs); providing consultation services
for personnel and physical security issues; providing installation,
maintenance, and oversight of security equipment; providing contract
guard services; and conducting emergency planning operations. (Security
Services was previously called Personnel Security. Physical Security and
Emergency Operations/Planning Services was previously called Outbuilding
Security.)[\
]{.mark}

##### Services Include:

#### Background Investigations

> Reviews personnel suitability and security forms for completeness and
> forwards reviewed cases to the Office of Personnel Management (OPM)
> for investigations. Processes waivers of preemployment security
> investigations. Initiates preemployment and periodic reinvestigations
> as required. Fingerprints employees and contractors. Outprocesses
> personnel including providing debriefings. Adjudicates personnel
> suitability cases. Verifies background investigations for issuance of
> building passes. Serves as the Agency Registrar and ensures compliance
> with HHS and Homeland Security Presidential Directive 12 (HSPD-12) and
> ensures compliance in issuing Personal Identification Verification
> (PIV) requirements.
>
> Performance Standards: 90% of personnel suitability and security forms
> will be submitted to OPM within 4 business days of receipt.

95% of personnel suitability cases will be adjudicated within 30
business days of receipt of case records from OPM.

> Offered to: All Federal Agencies
>
> Service Fee: \$156.19 per request\*
>
> \*Plus actual cost of OPM investigation.
>
> Point of Contact: Malissa Marceron
>
> Phone: (301) 443-2714
>
> E-mail: security@psc.hhs.gov

#### Digital Fingerprinting and SACs

> Provides à la carte electronic and digital scanning fingerprinting
> services for Federal employees and contractors. (Note: Electronic and
> digital scanning is included as part of the full-service background
> processing package.) Administers a variety of SACs requiring
> electronic fingerprints.
>
> Performance Standards: 90% of submitted electronic fingerprints will
> be classifiable.

95% of the results of Federal Bureau of Investigation (FBI) Criminal
Records Checks will be provided to the customer within 3 business days
of submission of electronic fingerprints to OPM.

> Offered to: All Federal Agencies
>
> Service Fee: \$29.41 per request\*
>
> \*Plus actual cost of OPM investigation.
>
> Point of Contact: Malissa Marceron
>
> Phone: (301) 443-2714
>
> E-mail: [security@psc.hhs.gov](mailto:dan.clutch@psc.hhs.gov)

#### Physical Security and Emergency Operations/Planning Services

> **Security Equipment --** Provides a wide array of access control and
> standalone monitoring systems (i.e., motion sensors, door contacts,
> and high-temperature alarms), and intercom and Closed Circuit
> Television (CCTV) systems. Services include: developing program
> requirements and statements of work, issuing requests for proposals,
> procuring necessary equipment, overseeing installations, and 24/7
> monitoring and maintenance of systems.
>
> **Contract Guards --** Provides certified contract guard services,
> access control, perimeter surveillance, roving patrols, and personal
> protection. Develops guard post orders to meet U.S. Department of
> Homeland Security (DHS) requirements and customer needs; develops and
> maintains protocols to implement the DHS National Alert Level
> increases (i.e., codes green, yellow, orange, and red); and provides
> guard services for special events and activities.
>
> **Emergency Operations/Planning --** Provides emergency operations and
> planning services (contractor supported) to agencies that need to
> plan, maintain, or exercise their emergency and Continuity of
> Operations (COOP) plans.
>
> Performance Standards: 95% of all projects will be completed within
> the agreed-upon schedule.
>
> 95% of security incidents in secured facilities will be responded to
> within 30 minutes.
>
> 90% of permanent guard posts will be filled and post orders prepared
> within 1 week of request.

Offered to: All Federal Agencies

> Service Fee: Parklawn Building (Delegated Buildings): \$4.99 per ft^2^
> per year
>
> Outbuildings: Actual costs plus 7% fee

Point of Contact: David C. Hall

Phone: (301) 443-2714

E-mail: [security@psc.hhs.gov](mailto:security@psc.gov)

#### Security Consultation and Assessments

> **Consultation --** Provides guidance related to physical security
> issues including access control protocols and systems, standard
> operating procedures, and guard post orders, DHS and GSA requirements,
> HSPD-12 mandates, COOP planning, and privacy act restrictions.
> Provides advice and counsel on all personnel security issues,
> including administration of foreign travel approval and briefing
> program for customers, and development of tailored procedures for
> administering customers' personnel security programs.
>
> **Assessments --** Provides complete, site-specific physical security
> assessments to determine specific vulnerabilities, threats, and risks
> at the GSA owned and controlled facilities, using specially developed
> security assessment software. Provides recommendations for areas
> deemed below security-level standards and conducts followup surveys on
> a schedule based upon the building security level as defined in the
> U.S. Department of Justice "Vulnerability Assessment of Federal
> Buildings" study.
>
> Performance Standards: 95% of customer requests for consultation or
> assessments will be acknowledged within 1 business day of request.
>
> 95% of consultations or assessments will be completed within the
> agreed-upon timeframe.

Offered to: All Federal Agencies

Service Fee: \$115.08 per hour\*

> **Note:** Costs for physical security assessments and physical
> security consultations included in "Building Operations" (OP615) for
> Parklawn Building occupants.

.

> \*Plus all overtime costs, travel, per diem, material, maintenance
> fees, and other related expenses.

Point of Contact: Donald Deering

Phone: (301) 443-2714

E-mail: [security@psc.hhs.gov](mailto:security@psc.gov)

#### Personal Identity Card Issuance and HSPD-12 Services

> Provides security objectives of HSPD-12 card issuance services.
>
> Performance Standards: 95% of all properly received requests will be
> scheduled for creation within 3 business days of receipt of request.
>
> 95% of all cards properly created will be scheduled for issuance
> within 4 business days of receipt of card.
>
> 100% of all issuances will be properly verified using two proper forms
> of identification from the I-9 form.
>
> Offered to: All Federal Agencies
>
> Service Fee: \$20.32 per HSPD-12-compliant credential (badge)
>
> Point of Contact: Michael Newell
>
> Phone: (301) 443-2714
>
> E-mail: <security@psc.hhs.gov>

### Real Property (OP614)

Administers the Federal Real Property Assistance Program for HHS.
Transfers Federal surplus real properties to be used for various public
health programs, as well as for homeless assistance programs provided by
State and local government agencies and private nonprofit organizations.

Performance Standard: 95% of requests for application instructions for
the acquisition of properties will be addressed within 3 business days
of receipt.

Offered to: HHS

Service Fee: \$10.26 per Full-Time Equivalent (FTE) per year

Point of Contact: Theresa Ritta

Phone: (301) 443-2265

E-mail: rpb@psc.gov

### Transhare (OP618)

Provides transit subsidy media to Federal employees nationwide who use
public transportation to travel to and from work and who meet all
applicable requirements for program participation. Services include: the
processing of transit subsidy applications, purchase of media,
distribution of media to participants and tracking of media use.

Performance Standards: 95% of applications will be processed within 10
business days of receipt.

> 95% of fare media will be distributed quarterly prior to the effective
> date of media.

Offered to: All Federal Agencies

Service Fee: 4.3% of media value\*

\*Plus actual cost of media and express mailings to regional customers.

Point of Contact: Charlene Lewis-Freeman

Phone: (301) 443-2414

E-mail: <psctranshareprogram@psc.gov>

### Transportation (OP634)

Provides long-term, daily rental vehicles for official business and
executive transportation vehicles/services for authorized use, manages
the HHS handicapped van and provides handicapped driver services to
authorized users, and manages all vehicle reporting requirements.

Performance Standards: 100% of vehicles requested more than 24 hours in
advance will be delivered to Parklawn or to National Institutes of
Health (NIH) sites by 8:00 a.m. on the day of the request.

> 90% of vehicles requested less than 24 hours in advance will be
> delivered to Parklawn or NIH sites by 8:00 a.m. on the day of the
> request.
>
> 100% of vehicles will be inspected for cleanliness and fuel.

Offered to: All Federal Agencies

Service Fee: GSA Leased Vehicle: \$305.21per month per vehicle, plus GSA
lease costs

Daily Vehicle Rental: \$28.71 per use per vehicle, plus actual rental
cost

Contractual obligations may result in an additional charge for vehicles
requested less than 24 hours in advance.

Point of Contact: Pat Hennigham

Phone: (240) 276-0814

E-mail: pat.hennighan@psc.hhs.gov

### Warehouse Operations (OP605)

Provides logistics services related to general storage, labor services,
product distribution, and property disposal.

##### Services Include:

#### General Storage 

> Provides secure short-term, long-term, and new acquisition storage,
> delivery, and disposal services. Provides high-value item secured
> space with 24-hour video monitoring and climate-controlled storage, as
> available.
>
> Performance Standards: 100% of surplus or excess property will be
> picked up and received for storage by close of business on the 3rd
> business day after receipt of a request for pickup.
>
> 97% of material delivered to the PPF will be processed and stored by
> close of business no more than 2 business days after receipt.
>
> Offered to: All Federal Agencies
>
> Service Fee: \$0.05 per square foot^2^ per day\*
>
> \*Plus actual cost of additional customer-driven requirements.
>
> Items that are received by the PPF but not stored are subject to a
> delivery charge (Washington metropolitan area) of the full labor
> service rate, not to exceed \$75.00.

Point of Contact: Ed Moore

Phone: (240) 276-0812

E-mail: eddie.moore@psc.hhs.gov

#### Labor Services 

> Provides manual labor to facilitate the pickup, transport, and
> unloading of furniture and equipment associated with interoffice and
> intraoffice moves, as well as labor services for other nonpersonal
> service requirements.
>
> Performance Standards: 85% of vendor shipments will be delivered to
> Parklawn customers within 2 business days of receipt. 100% will be
> delivered within 3 business days of receipt. []{.mark}
>
> 85% of internal material will be delivered and surplus property will
> be picked up by close of business on the 2nd business day after the
> request. 100% will be delivered or picked up by the 3rd business day
> after the request.
>
> Expedited jobs are acted on as staff become available, but are subject
> to an expedite surcharge (a percentage of the standard hourly rate)
> accrued for the time to complete the request.
>
> Offered to: All Federal Agencies
>
> Service Fee: \$56.77 per hour\*
>
> \*Plus actual cost of additional customer-driven requirements.
>
> Point of Contact: Darryl Bailey (Parklawn)
>
> Phone: (301) 443-2567
>
> E-mail: darryl.bailey@psc.hhs.gov
>
> Point of Contact: Sue Richardson (Southwest Complex)
>
> Phone: (202) 401-8651
>
> E-mail: [surayya.richardson@psc.hhs.gov](mailto:srichardson@psc.gov)
>
> Point of Contact: Phil Schneider (PPF)
>
> Phone: (240) 276-0800
>
> E-mail: [phil.schneider@psc.hhs.gov](mailto:pschneider@psc.gov)

#### Product Distribution

> Provides receipt, storage, and distribution of customer-owned stock.
> Issues forms, letterhead, envelopes, memorandum stationery,
> publications, and other material; provides mass-mailing development,
> including packaging, labeling, and mailing; provides inventory control
> and management services and operates an integrated, internal shipping
> and handling service that minimizes customer-paid shipping costs to
> move printed items; accepts new receipts and reports statistical data
> on inventory status, storage space utilization and fees, product
> utilization, postage/distribution costs, and customer demand history
> to customers as required; and maintains a Web site
> [(https://propshop.psc.gov)](../%20(https:/propshop.psc.gov)%20) for
> 24/7 electronic product ordering.
>
> Performance Standards: 100% of orders will be shipped within 3
> business days of receipt.
>
> 100% of premium or overnight service requests will be processed and
> shipped the same day, if received within sufficient time to arrange
> express delivery service.
>
> 100% of expedited or manually entered jobs will be acted on
> immediately, but are subject to a surcharge (a percentage of the
> standard hourly rate) accrued for the time to complete the request.
>
> Offered to: All Federal Agencies
>
> Service Fee: Web-Streamed Distribution: \$24.86 per line item\*
>
> Mass-Mail Distribution: \$2.32 per mailing address\*

\*Plus actual postage costs. A one-time fee may apply for Web or catalog
development.

> Point of Contact: Annie Herzog
>
> Phone: (240) 276-0800
>
> E-mail: andrea.herzog@psc.hhs.gov

#### Property Disposal

> Provides collection, classification, documentation, and disposal
> services for most surplus Government equipment. Ensures disposals are
> conducted in accordance with all regulatory and environmental
> requirements; interfaces with the asset management function to ensure
> the timely maintenance of accountable property records; and performs
> disk wipe services to the National Institute of Standards and
> Technology (NIST) standard.
>
> Performance Standards: 99% of property identified as surplus will be
> received at the PPF within 3 business days of request.
>
> 100% of property will be disposed of per GSA direction, with 90%
> disposed of within 180 days or less.
>
> Offered to: All Federal Agencies
>
> Service Fee: Office Furniture: \$29.92 per piece\*
>
> Information Technology (IT)
>
> Equipment: \$28.19 per piece\*
>
> Hazardous Materials: \$1017.97 per piece\*
>
> \*Plus actual cost of additional customer-driven requirements.

Point of Contact: Ed Moore

Phone: (240) 276-0812

E-mail: eddie.moore@psc.hhs.gov

## TECHNICAL SUPPORT SERVICES

### Conference Services (OP619)

Provides comprehensive conference or meeting facilities and services
tailored to customers' individual needs. Services include: rooms with
telephone and local area network (LAN) services, online scheduling of
meeting space, coordination of logistics such as room setup and cleanup,
LCD and slide projectors, projection screens, laser pointers, TV
monitors, VHS and DVD players, conference telephones, lecterns, flip
charts, markers, tape duplication, and video and audio recording.
Provides video teleconferencing for an additional charge.

Performance Standard: 95% of conference room and/or equipment
reservations will be confirmed via e- mail within 1 business day of
request. E-mail will contain complete reservation requirements (e.g.,
required: time, date, and room; room setup; and audiovisual equipment).

Offered to: All Federal Agencies

Service Fee: Large Conference Room: \$148.08 per hour

> Small Conference Room: \$49.60 per hour
>
> Video Teleconferencing: \$150.00 per hour, in addition to room fee

Point of Contact: Joyce Young

Phone: (301) 443-0158

E-mail: joyce.young@psc.hhs.gov

### Departmental Forms Management (OP624)

Administers the HHS forms management program and develops
Department-wide initiatives, policy, and procedures governing the
program. Provides for review, clearances, controls, numbering, and
inventory for all official forms used within the Department; serves as
the focal point for HHS in the implementation of the Presidential
Management Agenda (PMA) E-Forms Initiative and provides technical
assistance and training to Operating Division (OPDIV) Forms Management
Officers (FMOs); and ensures compliance with policy and clearances
required and/or mandated by the Office of Management and Budget (OMB),
Chief Information Officer (CIO), Information Technology Service Center
(ITSC), Freedom of Information Act (FOIA) (privacy), and Records
Management offices.

Performance Standard: 95% of required reporting mandates and timelines
will be met.

Offered to: HHS

Service Fee: \$11.42 per Full-Time Equivalent (FTE) per year

Point of Contact: Lisa Sneed

Phone: (301) 594-0545

E-mail: lisa.sneed@psc.hhs.gov

### Graphic Arts (OP620)

Provides consultation, design, and technical services for a wide variety
of visual communications products. Services include: writing and
editing, layout, design, and production of brochures, posters, Web
design, publications, exhibits, displays, presentations, signs, awards,
flyers, plaques, and conference materials. Provides forms analysis and
design, including electronic automation in fillable and Section
508-compliant formats; provides a variety of photographic services that
include on-location photography for special events,
employee-of-the-month plaques, official portraits, and passport
photographs; and provides film processing for color as well as
black-and-white film, and processing and mounting of 35mm slides.

Performance Standards: 95% of all orders will be assigned to a
Specialist within 3 business days of receipt.

Offered to: All Federal Agencies

Service Fee: \$104.34 per hour\*

> \*Plus actual overtime, travel, contract charges, and other related
> expenses. Expedited orders will be charged with a 25% surcharge.

Point of Contact: Ralph Russell (Graphic Arts)

Phone: (301) 594-3185

E-mail: <ralph.russell@psc.hhs.gov>

Point of Contact: Catherine Brown (Photography)

Phone: (301) 443-1090

E-mail: cathy.brown@psc.hhs.gov

### Mail Operations (OP623)

Provides metering and twice-daily interoffice delivery and pickup of all
categories of Government documents or packages to Parklawn and
outbuildings and to Southwest Complex offices in Washington, DC.
Registers, and certifies mail when appropriate; and provides messenger
and transportation services, interagency special and foreign mail
service, as well as small-package carrier and overnight service.

Performance Standards: 99% of properly addressed incoming and outgoing
mail will be processed within

1 business day of receipt.

> 97% of metered mail requests will be delivered to the U.S. Postal
> Service (USPS) with correct and legible postage affixed during any
> 30-day reporting period.

Offered to: All Federal Agencies

Service Fee: \$0.21 per mail piece\*

\*Plus actual postage cost (USPS, small-package carrier).

Point of Contact: Bobbi Sue Cline

Phone: (301) 443-2447

E-mail: bobbisue.cline@psc.hhs.gov

### Printing Procurement (OP625)

Provides printing procurement services in accordance with rules and
regulations set forth by the Congressional Joint Committee on Printing
and other guidelines. Provides technical advice, assistance, and
estimates in all aspects of preplanning, including composition and
layout of publications and forms; professional page-layout programs;
selection of paper stock, ink, and production method; and delivery
schedules and their effect on costs. Develops highly technical printing
and binding specifications for all types of products; procures printing
orders utilizing term contracts, simplified purchase agreements, and
Government Printing Office (GPO) contract services; determines the
appropriate class of mail for distribution in compliance with postal
regulations; and provides monthly reports to all customers concerning
bid costs associated with printing procurement orders.

Performance Standard: 95% of orders received will be procured within 4
business days of receipt.

Offered to: All Federal Agencies

Service Fee: 10.5% of actual procured value of the order\*

> \*Expedited orders will be assessed an additional 5% fee of procured
> value of the order.

Point of Contact: Diana Mathews

Phone: (301) 443-6740

E-mail: diana.mathews@psc.hhs.gov

### Reprographics (OP626)

Provides a variety of staffed reprographic services including high-speed
digital reproduction of documents in black and white, electronic image
production, a variety of bindery services, product distribution, and
pamphlet and booklet making. Provides technical assistance and job
planning; and maintains self-service copiers in walkup locations in both
Parklawn and Hubert H. Humphrey Buildings.

Performance Standard: 95% of copying jobs received at the
Parklawn-staffed center will be completed within 3 business days of
receipt.

Offered to: All Federal Agencies

Service Fee: Jobs up to 25,000 copies: \$0.085 per copy\*

Jobs over 25,000 copies: \$0.050 per copy\*

\*Plus actual cost of any special materials (such as bindings). An
expedite fee of 25% of the total cost (excluding materials) of the order
will be charged for rush orders.

Point of Contact: Paula Wise

Phone: (301) 594-0559

E-mail: paula.wise@psc.hhs.gov

### Telecommunications Management (OP629)

Provides telecommunications project management. Establishes and manages
partnerships with customers and vendors; serves as liaison with customer
telecommunications managers and cochairs the customer-based Steering
Committee. Manages the voice mail system; oversees desktop maintenance;
develops solutions to fulfill customer needs; evaluates proposals from
contractors to provide state-of-the-art equipment and services; and
provides management and oversight of domestic and international
long-distance services. Provides centralized billing for
telecommunications dial-tone, voice mail, adds/moves/changes, and
telecommunications equipment; dedicates efforts to provide error-free
bills for all customers; and, at a high level, monitors vendor invoices
to ensure accuracy and contract compliance.

Performance Standard: 95% of all trouble calls will be cleared within 1
business day of receipt.

Offered to: All Federal Agencies

Service Fee: \$37.80 per line per year\*

> \*Plus actual cost of equipment and service usage.

Point of Contact: Mike Pravlik

Phone: (301) 443-8600

E-mail: mike.pravlik@psc.hhs.gov

### Telecommunications Services (OP627)

Provides voice and data telecommunications technical design and support
for equipment and services (including voice mail). Acquires
cost-effective, responsive, and flexible telecommunications products and
services for customers within the National Capital Region (NCR);
provides liaison between customers and telecommunications vendors, and
project management and implementation; provides domestic and
international calling cards, toll-free services, domestic long-distance
and international long-distance connectivity; and provides advice and
assistance for audio conference calls and customer billing issues
resulting from direct bills from vendors.

Performance Standard: 95% of telephone service requests involving 10 or
fewer stations will be processed within 4 business days of receipt.

Offered to: All Federal Agencies

Service Fee: \$91.08 per line per year\*

> \*Plus actual cost of equipment and service usage.

Point of Contact: Mike Pravlik

Phone: (301) 443-8600

E-mail: mike.pravlik@psc.hhs.gov

## INFORMATION TECHNOLOGY SERVICES

Provides common IT infrastructure and technologies to selected
customers.  Services include: network security, including support and
management of servers and network devices, monitoring of the
environment, management of security software and incident response;
local area network (LAN) and wide area network (WAN) connectivity;
network file sharing, backup and restore; complete support and
management of workstations and laptops (includes lifecycle refresh);
software refresh with maintenance; shared network printing with optional
color capability including toner; Blackberry devices and services
(includes lifecycle refresh); 24x7 help desk support, desk side support;
and network and security operations. 

Performance Standards are located at:
<http://intranet.hhs.gov/itservicecenter>

Offered to: All Federal Agencies

Service Fee: Individual prices are located on
<http://intranet.hhs.gov/itservicecenter> - all other costs by
agreement.

Point of Contact: Alisa Azarsa

Phone: (202) 205-9218

E-mail: alisa.azarsa@psc.hhs.gov

## OTHER ADMINISTRATIVE SERVICES

### Board for Correction (OP209)

Manages and conducts the process for U.S. Public Health Service (PHS)
Commissioned Corps Officers to appeal for the correction of their
official personnel records due to an error or injustice. Establishes and
maintains an active Board for Correction for review of submissions;
staffs submissions through appropriate offices, such as the Office of
the General Counsel and the Office of Commissioned Corps Operations, as
necessary; documents Board proceedings and prepares correspondence to
applicants of Board decisions; and provides timely and accurate advice
and assistance to Board members.

Performance Standard: 95% of cases will be forwarded by the Board to the
appropriate parties within 5 business days of receipt.

Offered to: HHS

Service Fee: \$25.45 per Active Duty Commissioned Corps Officer per year

Point of Contact: Elizabeth Davis

Phone: (301) 443-0483

E-mail: elizabeth.davis@psc.hhs.gov

### Cooperative Administrative Service Units (CASUs)

The PSC is the Lead Agency for three CASUs, reimbursable entities that
provide a variety of high-quality support services to Federal Agencies
nationally.

The PSC sponsors the following CASUs:

-   The Mid-America CASU in Kansas City, MO

Point of Contact: Ken Truax

Phone: (816) 426-3501

E-mail: <kenneth.truax@psc.hhs.gov>

-   The Rocky Mountain Regional CASU in Denver, CO

Point of Contact: Lori Rhodes

Phone: (303) 236-8140

E-mail: lori.rhodes@psc.hhs.gov

Web Site: http://www.psc.gov/casu/rmrc/

-   The Mid-Atlantic CASU in New York City, NY

Point of Contact: Diana Casale

Phone: (212) 264-0722

E-mail: diana.casale@psc.hhs.gov

To obtain a complete list and description of CASU services or to place a
request for service, please contact the CASU directly.

### Employee Child Care Services (OP105)

Provides Government liaison to the contractor that manages the Healthy
Beginnings Child Development Center (HBCDC). The Center provides quality
onsite childcare for children of HHS employees, which includes an
appropriate curriculum, adequate and quality staff, and efficient
administration of the operation; provides maintenance and security of
the HBCDC facility, with an enrollment capacity of 120 infant, toddler,
and preschool-age children; provides general information regarding the
childcare program; ensures HHS employees will have daycare enrollment
priority; provides oversight and management of the PSC Childcare Subsidy
Program; develops plans to promote and publicize the program to customer
agencies and serves as liaison between the parents and the subsidy
contractor to ensure payments are made on a timely basis to the
childcare providers.

Performance Standards: 98% of parent calls and requests for conferences
will be responded to within 1 business day of call or request and will
work with both parties to resolve issues.

> 95% of employee subsidy applications are forwarded to the contractor
> within 3 business days of receipt.

Offered to: All Federal Agencies

Service Fee: \$256.79 per dependent child enrolled per month (Daycare
Center Liaison)

20% of direct subsidy payment includes all subsidy contractor fees
(Subsidy Liaison)

Point of Contact: Rebecca Donnelly

Phone: (301) 443-5652

E-mail: rebecca.donnelly@psc.hhs.gov

### Freedom of Information Act (FOIA) Services (OP101)

Responds to all requests for records in the custody and control of any
components of the Office of Public Health and Science (OHPS), the PSC,
and the Rockville, Atlanta, and Baltimore Human Resource Centers.
Determines whether to release or deny the records; responds to all
requests for records that involve more than one of the PHS agencies and
the PSC, including its records in the regions; responds to all
administrative appeals that are filed as a result of a requester
receiving a denial by one of the public health agencies or the PSC;
responsible for working with the Office of the General Counsel and the
assigned Assistant U.S. Attorney to resolve FOIA litigation initiated as
a result of a FOIA denial or appeal involving any of the public health
agencies or the PSC; provides FOIA training and consultation to OPHS and
PSC programs; and provides FOIA consultation to all public health
agencies.

Performance Standards: 95% of requests and appeals will be logged into
the tracking system and interim letters generated to the
requesters/appellants identifying the assigned case numbers and office
contact information within 1 business day of receipt.

> 95% of requests and appeals will be controlled to reach appropriate
> Operating Divisions (OPDIVs) to begin a search and duplication of
> responsive records within 1 business day of receipt.

Offered to: HHS

Service Fee: By agreement per participating OPDIV

Point of Contact: Darlene Christian

Phone: (301) 443-5252

E-mail: <darlene.christian@psc.hhs.gov>

### HHS Hotline -- Department Information Line (OP616)

Manages the general information telephone line for the Department,
receiving inquiries, helping callers find information, and directing
them to HHS program offices and other Federal, State, and local
organizations.

Performance Standard: 90% of the time, the HHS Hotline will be available
for inquiries each business day between 8:30 a.m. and 5:00 p.m. Eastern
Standard Time.

Offered to: All Federal Agencies

Service Fee: \$1.74 per Full-Time Equivalent (FTE) per year

Point of Contact: Kimberly Tran

Phone: (301) 443-2414

E-mail: [kimberly.tran@psc.hhs.gov](mailto:Kimberly.Tran@psc.hhs.gov)

### Regional Support (OP631)

Provides administrative services to HHS staff in the 10 regional offices
in Boston, New York, Philadelphia, Atlanta, Chicago, Dallas, Kansas
City, Denver, San Francisco, and Seattle. Services include: facility
space planning, personal property, telecommunications, mail, and
miscellaneous administrative support services.

Performance Standard: 95% of all customer requests or inquiries for
assistance will be responded to within 1 business day of request or
inquiry.

Offered to: HHS

Service Fee: Actual cost allocated by population served.

Point of Contact: Lisa Buzzuro

Phone: (301) 443-2518

E-mail: <lisa.buzzuro@psc.hhs.gov>

# BUSINESS TECHNOLOGY OPTIMIZATION (BTO) 

Director: Jack Stoute, Acting

Phone: (301) 443-2365

E-mail: jack.stoute@psc.hhs.gov

The primary focus of the Office of Business Technology Optimization
(BTO) is to assist the PSC in maximizing its return on Information
Technology (IT) investments by ensuring new technology and process
solutions and supportive of its strategic business goals.

### Information Technology (IT) Consulting Services (OP109)

Provides consulting services to identify, develop, and implement IT
solutions that will assist HHS organizations in maximizing return on IT
investments and ensuring IT solutions support strategic business goals.
Provides IT security consulting services in the areas of certification
and accreditation (C&A), IT security training, Federal Information
Security Management Act (FISMA) audits, security test and evaluation
(ST&E), and IT Continuity of Operations (COOP) in compliance with
Federal guidance.

Performance Standards: 95% of project plan milestones will be met on
time.

> 90% of projects will be delivered within budget.

Offered to: All Federal Agencies

Service Fee: By agreement per participating agency.

Point of Contact: Jack Stoute

Phone: (301) 443-2365

E-mail: jack.stoute@psc.hhs.gov

### PSC Contact Center "ONE-DHHS" (OP109)

The PSC multi-channel Contact Center provides first-level telephone or
e-mail support for employees or citizens from 7:00 a.m. to 9:00 p.m.
Eastern Time, Monday through Friday. These hours can be expanded to
accommodate individual programs. The following are key features:

**Toll-free calling** using the toll-free number of your choice or the
Center's "1-888-ONE-DHHS" (663-3447) number.

**A fully staffed Contact Center** with a trouble-ticket system to
capture, track, analyze, and report on service request details.

**E-mail support with** full trouble-ticket compatibility featuring
immediate e-mail acknowledgments, predefined e-mail templates for
auto-responses, and ability to redirect e-mail to the Center
automatically from any source.

**Interactive voice response (IVR)** to route incoming calls and provide
unattended services including voice mail, special announcements, and
pre-recorded messages. Voice mails responded to on the following
business day.

**Weekly executive and operational** reports summarizing contact center
performance metrics and analyses of call and e-mail patterns.

**Automated customer satisfaction surveys** for callers through the
telephone keypad.

**Secure environment** monitored for systems and personnel compliance by
HHS security officials. All Center personnel have been designated Level
5C, medium risk public trust.

Performance Standards: 85% of calls will be answered within 30 seconds.

> 98% of e-mail will be answered within 2 business days.
>
> 90% of customers surveyed are satisfied with their Help Desk
> experience.
>
> 99.9% of the time, the Help Desk will be available during operating
> hours.

Offered to: All Federal Agencies

Service Fee: By agreement per participating agency.

Point of Contact: Robert Spector

Phone: (301) 443-2365

E-mail: robert.spector@psc.hhs.gov

# FINANCIAL MANAGEMENT SERVICE (FMS) 

Director: Larry Bedker

Phone: (301) 443-1478

E-mail: larry.bedker@psc.hhs.gov

The Financial Management Service (FMS) serves as a major part of the
foundation of the U.S. Department of Health and Human Services (HHS)
finance and accounting operations by providing grant payment management
services, accounting and fiscal services, debt management services, and
rate review, negotiation, and approvals for departmental and other
Federal grant and program activities to HHS and other Federal
Departments. Fiscal advice, as well as technical and policy guidance, is
also available to assist in implementing new initiatives to ensure
compliance with regulatory requirements.

### Accounting Services (OP405)

Provides a full range of financial and accounting services including
commitment and fund accounting, funds control, disbursements,
preparation of financial statements, all types of reporting, assistance
with financial problem solving, and program design. The FMS is able to
assure its customer agencies that all Federal financial management
system requirements and applicable Federal accounting and transaction
standards are met. The FMS uses the Unified Financial Management System
(UFMS), an online, real-time application, which accepts both manual and
electronic input, performs accounting edits and validations, and
produces accounting transactions for the general ledger and subsidiary
ledgers. The FMS accounts for all costs, obligations, disbursements,
advances, receivables, and expense and revenue accruals, and supports
administrative control of funds. Both standard and custom-designed
reports are available in hard-copy and electronic format, and customers
are provided extensive online query capabilities. In addition, UFMS
reports can be accessed via the Web, and the data can be downloaded to
an Excel spreadsheet for local use.

Performance Standards: 100% of the time will prepare audit-quality
annual financial statements within required timeframes.

> 100% of financial reports will be submitted within the U.S. Department
> of the Treasury/Office of Management and Budget (OMB) published
> deadlines after the end of the covered period (e.g., monthly,
> quarterly, and yearly).

[]{.mark}

> 90% of accounting events will be recorded within 2 business days of
> receipt of electronic transactions and within 3 business days of
> receipt of valid hard-copy documents.
>
> 100% of the time will close fiscal year within 15 days of year end.
>
> 99% of eligible disbursements will be issued electronically.
>
> 95% of invoices will be paid on time.

Offered to: HHS

Service Fee: \$10.57 per non-ADP transaction

> \$0.73 per ADP transaction

Point of Contact: Vincent Watson

Phone: (301) 443-6426

E-mail: vincent.watson@psc.hhs.gov

### Cost Allocation/Indirect Cost Negotiations (OP401)

HHS, through the Division of Cost Allocation (DCA), is designated by OMB
as the cognizant Federal Agency for reviewing and negotiating facility
and administrative (F&A) rates (also known as indirect cost rates),
fringe benefit rates, special rates as determined to be appropriate,
research patient care rates, statewide cost allocation plans, and public
assistance cost allocation plans. The DCA provides these services on
behalf of Federal granting and contracting agencies nationwide based on
the legal requirement for grant- and contract-issuing agencies to review
cost allocation methods and practices of entities receiving Federal
grant and contract funds. This service helps ensure that indirect cost
rates paid by the Federal Government are legally sound, fair, and
equitable.

Additional services provided by the DCA include: resolving audit
findings on cost allocation plans and indirect cost rates; providing
guidance on matters affecting grant programs; providing recommendations
on improving grantee accounting systems; and providing assistance in
developing Government-wide and Department-wide accounting policies,
procedures, and regulations.

Performance Standards: 85% of cost rate proposals will be reviewed and
negotiated within 6 months of receipt.

> 85% of Statewide and Public Assistance Cost Allocation Plans will be
> reviewed and negotiated within 12 months of receipt.

Offered to: All Federal Agencies

Service Fee: \$123.45 per hour\*

\*Plus additional customer-specific requirements.

Point of Contact: Darryl Mayes

Phone: (202) 401-0215

E-mail: darryl.mayes@psc.hhs.gov

### Debt Collection Center Services (OP404)

Provides a full range of state-of-the-art debt management and collection
services covering virtually all types of receivables. Services include:
account maintenance; credit card processing; demand, custom letters, and
account or billing statements; lockbox facilities; referral of
delinquent accounts to commercial debt collection agencies; referral of
health profession claims for Medicare and Medicaid participation
exclusion; referral of debts to the U.S. Department of Justice (DOJ) for
enforced collection; referral of debts to the Treasury Offset Program
(TOP) for administrative offset; referral of debts to Treasury for
cross-servicing; reporting of debts to credit reporting agencies; report
preparation, both regulatory and ad hoc; and 1099C reporting and 1098E
reporting to the Internal Revenue Service (IRS).

The PSC is a Treasury-designated Debt Collection Center.

Performance Standards: 95% of delinquent debts will be referred to TOP
within 180 days of the date of delinquency (assumes proper due
diligence).

> 95% of eligible health profession debts will be referred to the Office
> of the Inspector General for exclusion from participation in Medicare
> within 60 days of request by DOJ.
>
> 100% of the time will issue Form 1099C, Cancellation of Debt, to
> eligible health profession debtors and will report the written-off
> debt to the IRS by the IRS due date.
>
> 95% of all collections are deposited to Treasury within 1 business day
> of receipt.

Offered to: Due diligence services (notification and demand for payment)
are available to all Federal Agencies.

> Full-scope debt management services are available to HHS only.

Service Fee: \$298.20 per hour\*

\*Debt Collection Center costs are offset against collections to the
extent provided by law. Costs not offset against collections are charged
to customers based on labor hours and directly related overhead devoted
to the specific portfolio.

Point of Contact: Don Pooton

Phone: (301) 443-9237

E-mail: don.pooton@psc.hhs.gov

### HHS E-Gov Travel Center of Excellence (OP411)

Provides operational customer support on travel-related services for
HHS. Services include: providing Tier Three support to Federal Agency
Travel Administrators and liaison to the Tier One E-Gov Travel Help
Desk; performing contract maintenance for the E-Gov Travel and Travel
Management Center vendors; collecting and responding to customer
feedback; evaluating and prioritizing changes and improvements to
systems and processes; managing the impact of upgrades and system
testing; developing and executing training and communications plans;
managing enhancement needs through development and deployment; and
leading requirements gathering, testing, and implementation of any new
or updated interface.

Performance Standards: 95% of calls received will be answered and/or
returned within 3 hours of receipt.

> 95% of customers completing PSC surveys will be satisfied with
> services provided by the E-Gov Travel Center of Excellence.

Offered to: HHS

Service Fee: \$36.61 per travel order or voucher

Point of Contact: Mary Lanham

Phone: (301) 443-9552

E-mail: <mary.lanham@psc.hhs.gov>

### Payment Management (Grant) Services (OP402)

Provides grant and grant-like disbursements, cash management, and grant
accounting support services utilizing the Payment Management System
(PMS). The PMS is a custom-developed, state-of-the-art, grant financial
management and disbursement system. It is one of only two civilian grant
disbursement systems approved by the Federal Chief Financial Officers
Council.

Funds requests are submitted and processed online through the
easy-to-use PMS payment request functions. All disbursements are
completed by electronic funds transfer to the grantee's bank account the
following day (or the same day, if necessary). The PMS ensures customer
grant-awarding agencies that Federal cash management goals are met by
systematically managing the disbursement of funds to coincide precisely
with recipient fund requirements.

Electronic financial reports and supporting accounting transactions are
promptly provided to grant-awarding agency customers, enabling better
management of grant activities, timely and accurate financial statement
reporting, and enhanced support for program decision-making processes.

Performance Standards: 97% of grant payment requests will be processed
and delivered on the next business day.

> 97% of the time, the PMS will be available for customer input each
> business day from 7:00 a.m. to 6:30 p.m. Eastern Standard Time.
>
> 95% of the time, fully accurate management reports will be available
> within 5 days of month's end.

Offered to: All Federal Agencies

Service Fee: \$75.41 per Type 2 document\*

\*Type 2 documents are issued to universities, hospitals, and nonprofit
organizations.

Point of Contact: Anthony DiToto

Phone: (301) 443-2012

E-mail: anthony.ditoto@psc.hhs.gov

### Payroll Accounting Services (OP408)

The FMS performs payroll accounting services for HHS' civilian
employees' and Commissioned Corps Officers' payrolls. Services include:
payroll reconciliations; collection and disbursement of various payroll
items such as income taxes and unemployment benefits; and reporting of
those items to Treasury, States, the IRS, and the U.S. Department of
Labor. The FMS also prepares the monthly Statement of Transaction
(SF-224).

The FMS operates and maintains the Accounting for Pay System (AFPS)
interface, which provides a systematic interface of payroll accounting
information necessary to account for disbursements, obligations, and
accruals for personnel costs. This interface results in the production
of accounting transactions and expenditure control reports to accomplish
accounting requirements. The AFPS provides customers with the online
capability to manage payroll costs at the Common Accounting Number (CAN)
level as well as change the distribution of costs as deemed necessary.

Performance Standards: 95% of the time, the payroll SF-224 will be
submitted to Treasury within 3 business days of the following month.

> 95% of the time, the payroll name list and cost summary reports will
> be produced within 5 business days of receipt of payroll data.
>
> 95% of the time, the monthly Full-Time Equivalent (FTE) reports will
> be produced within 5 business days of receipt of payroll data tapes.

Offered to: All Federal Agencies

Service Fee: \$46.52 per W-2 per year

Point of Contact: Vincent Watson

Phone: (301) 443-6426

E-mail: vincent.watson@psc.hhs.gov

###  HCAS O&M (OP412)

As the designated center of excellence for the HCAS O&M, the FMS will be
managing and delivering O&M services for HCAS, the Department's new
acquisition system, under the authority of the HHS Service and Supply
Fund (SSF) Board of Directors. Develops O&M policy and procedures;
establishes services and monitors system performance; ensures
coordination and knowledge transfer; oversees the HCAS change control
process and configuration management; oversees HCAS production
operations, including instance management; supports governance and
reporting; and ensures customer satisfaction.

Performance Standards: 99.8% of the scheduled time, the system will be
available with no more than 0.2% of unplanned downtime.

> 100% of the time, issues that prevent users from accessing critical
> business functions will be resolved within 48 hours.
>
> 90% of the time, there will be a first-time response for Tier 3 help
> desk issues within 60 minutes.
>
> 90% of the time, approved and scheduled change requests will be
> implemented within a 10% schedule variance.
>
> 95% of the time, user feedback will be solicited after a change is
> implemented and users have satisfactorily understood and accepted the
> change.
>
> 100% of the time, authority will be maintained to operate HCAS,
> representing successful certification and accreditation.

Offered to: HHS

Service Fee: Cost to OPDIVs per agreement.

Point of Contact: Bharat Govindani

Phone: (301) 443-6756

E-mail: bharat.govindani@.psc.hhs.gov

### UFMS Operations & Maintenance (O&M) (OP410)

As the designated center of excellence for the UFMS O&M, the FMS manages
and delivers O&M services for UFMS under the authority of the HHS
Service and Supply Fund (SSF) Board of Directors. The FMS develops O&M
policy and procedures; establishes services and monitors system
performance; ensures coordination and knowledge transfer; oversees the
UFMS change control process and configuration management; oversees UFMS
production operations, including instance management; supports
governance and reporting; and ensures customer satisfaction.

Performance Standards: 99.8% of the scheduled time, the system will be
available with no more than 0.2% of unplanned downtime.

> 100% of the time, issues that prevent users from accessing critical
> business functions will be resolved within 48 hours.
>
> 90% of the time, there will be a first-time response for Tier 3 help
> desk issues within 60 minutes.
>
> 90% of the time, nightly batch processing will occur within 10 hours
> of the scheduled start time.
>
> 90% of the time, approved and scheduled change requests will be
> implemented within a 10% schedule variance.
>
> 95% of the time, critical changes required to conduct period close
> will be successfully implemented before the start of the period-end
> function.
>
> 95% of the time, user feedback will be solicited after a change is
> implemented and users have satisfactorily understood and accepted the
> change.
>
> 100% of the time, authority will be maintained to operate UFMS,
> representing successful certification and accreditation.

Offered to: HHS

Service Fee: Cost to OPDIVs per agreement.

Point of Contact: Bharat Govindani

Phone: (301) 443-6756

E-mail: bharat.govindani@.psc.hhs.gov

# FEDERAL OCCUPATIONAL HEALTH SERVICE (FOHS)

Director: Gene Migliaccio, Dr.P.H.

Phone: (301) 594-0245

E-mail: gmigliaccio@psc.gov

The Federal Occupational Health Service (FOHS) provides comprehensive,
high-quality, customer-focused occupational health services in strategic
partnership with Federal Agencies nationwide to improve the health,
safety, and productivity of the Federal workforce. Services include:
health and wellness programs, employee assistance, work/life services,
and environmental health and safety services.

### Employee Assistance Services (OP502)

Provides a wide variety of Employee Assistance Program (EAP) Services,
Specialized Behavioral Health Services, and Work/Life Services by
well-qualified professionals to help Federal managers and their
employees resolve problems that may adversely impact their work
performance, conduct, health, and well-being. These services are
designed to help employees manage their work and personal lives and to
help employers and employees adapt to workplace changes, leading to
increased workplace productivity.

Performance Standards: 100% of requests for services from eligible or
covered employees will be responded to within 2 hours of request.

> 100% of requests from supervisors for critical incident stress
> management services will be responded to within 1 hour of request.
>
> 100% of requests for alternative dispute resolution services will be
> acknowledged and responded to within 1 business day of request.
>
> 95% of counseling clients completing EAP satisfaction surveys will
> rate their overall satisfaction with EAP services as Satisfied or Very
> Satisfied.

Offered to: All Federal Agencies

Service Fee: Cost is dependent upon mix of services and/or federal
employee population.

Point of Contact: Debra Scott

Phone: (301) 594-0777

E-mail: debra.scott@psc.hhs.gov

##### Services Include:

#### EAP Services (OP502)

> Provides licensed, professional counselors to assist employees with
> any type of personal and workplace problem. Overcoming the problems
> faced by employees results in a healthier, more productive, and more
> effective workforce. Counselors are located in more than 102
> counseling offices in Federal buildings across the country as well as
> in private offices through a network of "affiliate" counselors in
> locations, convenient to FOHS customers, across the country and
> overseas. Services include: confidential face-to-face initial
> assessments, short-term counseling, and referral and follow-up
> services for specialized or long-term treatment. Services are tailored
> to the specific needs of Federal Agencies and their employees, and
> include access to services through a professionally staffed call
> service center 24 hours per day, 365 days per year. Other features
> include: information via the FOHS EAP Web site; online substance use
> and misuse education; employee and leadership newsletters; employee
> orientations and supervisory trainings, both in-person and online;
> management consultations; health and wellness presentations; critical
> incident stress management services; service delivery reports;
> financial and legal services; identity theft prevention and recovery
> services; and dedicated services for internationally based employees
> and law enforcement personnel.
>
> Support is provided relating to:

-   Family relationship issues

-   Workplace concerns

-   Alcohol and drug problems

-   Personal and emotional difficulties

-   Health and behavioral issues

#### Specialized Behavioral Health Services 

> Provides a wide variety of specialized behavioral health services
> including:

-   **Organizational Development Services** that help Federal managers
    assess and resolve broader organizational issues through application
    of managerial and behavioral strategies adapted to the rapidly
    changing workplace.

-   **Alternative Dispute Resolution Services** that utilize proven
    conflict management techniques such as facilitation, negotiation,
    mediation, and arbitration to resolve workplace conflicts.

-   **Law Enforcement Employee Assistance Services** that focus on the
    needs of this occupational group through a network of law
    enforcement-experienced providers and consultants**.**

#### Work/Life Services 

> Provides trained specialists with education and experience in various
> work/life fields such as gerontology, adoption, and child development.
> Confidential consultations and prescreened referrals are provided to
> employees and their families by telephone and online 24 hours per day,
> 365 days per year. Work/life services help today's employees manage
> their workload; live fuller, more productive lives; and avoid burnout
> and stress-related health issues. Services include: a comprehensive
> Web site with resources and information, educational materials,
> seminars, monthly newsletters, and service delivery reports with
> annual return-on-investment (ROI) analysis.
>
> Support is provided on such life events and challenges as:

-   Eldercare

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-   Childcare

-   Adoption

-   Becoming a parent

-   College and technical school

-   Summer programs

-   Financial aid

-   Relocation

-   Career development

-   Convenience services

-   Retirement planning

### Environmental Health Services (OP503)

Provides environmental health, industrial hygiene, and safety
consultations and services to assist Federal managers in promoting safe
and healthful work environments, in protecting the health, safety and
productivity of the federal workforce, and in maintaining compliance
with Occupational Safety and Health Administration (OSHA), U.S.
Environmental Protection Agency (EPA), and other regulatory guidelines
and compliance mandates. Consultation and service are provided by highly
trained, well-qualified, informed, and empowered representatives.
Services available include, but are not limited to: industrial hygiene
evaluations and studies; safety assessments and training; asbestos and
lead detection, monitoring, and abatement; environmental health surveys;
personal protective equipment program development and implementation;
respiratory protection program development and quantitative respirator
fit-testing; hearing conservation consultations and assessments; hazard
communications program development and implementation; emergency
response plan development and training; food sanitation, safety and
service inspections; ergonomic assessments and program development; and
analytical services. The FOHS manages three fully equipped and
accredited reference laboratories. These state-of-the-art facilities
offer both sampling and analytical support services and specialize in
industrial hygiene, environmental, microbiological, as well as asbestos
and other fine particle, analyses.

Performance Standards: 100% of requests for environmental field work
will be met by the negotiated due date.

> 100% of environmental assessments will be provided in a written report
> delivered by the negotiated due date.
>
> 100% of the time, in response to requests for assistance in times of
> emergencies or disasters, equipment and resources, including personal
> protective equipment, supplies, and personnel, will be provided within
> negotiated timeframes.

Offered to: All Federal Agencies

Service Fee: Cost is dependent upon services or mix of services desired.

Point of Contact: Debra Scott

Phone: (301) 594-0777

E-mail: debra.scott@psc.hhs.gov

### Clinical Services (OP501) 

Provides a wide variety of occupational health and preventive clinical
services through licensed, credentialed health and wellness
professionals that assist Federal managers and their employees in
monitoring and managing health risks and occupational hazards to ensure
safety and improve their health. Services include: staffing and
management of onsite Occupational Health Centers, Wellness/Fitness
Centers, and a network of over 2,300 private providers; physical exams
for preplacement, periodic health assessment, medical
surveillance/clearance, and fitness for duty; immunizations; health
screenings; health education and training; and management of onsite
automated external defibrillator (AED) programs and law enforcement
medical specialists.

Performance Standards: 97% of requests for services from eligible or
covered employees will be responded to within 1 business day of request.

> 97% of requests from agency managers for occupational health
> consultations and services will be responded to within 1 business day
> of request.

Offered to: All Federal Agencies

Service Fee: Cost is dependent upon specific services desired and
employees to be covered.

Point of Contact: Debra Scott

Phone: (301) 594-0777

E-mail: debra.scott@psc.hhs.gov

##### Services Include:

#### Occupational Health Center Services 

> Designs and manages Occupational Health Centers for Federal Agencies
> and their employees throughout the country. The FOHS currently manages
> more than 300 Occupational Health Centers in Federal buildings or
> other locations where populations of Federal employees work. These
> Centers are managed and staffed by highly qualified healthcare
> personnel and are open to all eligible or covered employees during the
> Government's regular business hours or on a schedule mutually agreed
> upon with the customer agency or agencies. Health and wellness
> services provided in these Centers include: emergency response;
> walk-in/first aid care; administration of physician-prescribed
> treatments or services (e.g., allergy shots); health education
> programs; routine immunizations (e.g., flu, tetanus, and pneumonia);
> preventive screenings; and health risk appraisals.

#### Specialized Health Services

> Provides a wide range of customized health and wellness services
> through its Occupational Health Centers and/or through its nationwide
> network of more than 2,300 affiliated private providers and clinics.
> Services include: fitness-for-duty, preplacement, and return-to-work
> exams; medical surveillance exams; smoking cessation programs;
> development and implementation of the AED program; law enforcement
> medical services; development of medical standards; database tracking
> and trend analysis; periodic health examinations; and travel and other
> work-related immunizations.

#### Wellness/Fitness Services

> Provides a comprehensive range of services designed to promote
> physical fitness and healthy lifestyles that can reduce stress,
> absenteeism, and healthcare costs, and in turn enhance productivity.
> Services include: design, development, staffing, and management of
> onsite fitness centers; design and development of customized wellness
> and fitness programs; selection, purchase, and maintenance of fitness
> equipment; fitness assessments and preparticipation screenings; and
> wellness/fitness seminars on such topics as weight management,
> nutrition, and stress management.

# ENTERPRISE SUPPORT SERVICE (ESS)

Director: Carol Arbogast

Phone: (301) 443-1200

E-mail: carol.arbogast@psc.hhs.gov

The Enterprise Support Service (ESS) provides an extensive array of
human resource system and reporting enterprises (including
administration and management) for the U.S. Department of Health and
Human Services (HHS) civilian employees and Commissioned Corps Officers.
The *Office of Commissioned Corps Support Services* provides
compensation and medical benefits support services to active duty and
retired Commissioned Corps Officers. The *Payroll Services Division*
serves as liaison between the new civilian payroll service provider,
Defense Finance and Accounting Service (DFAS), and HHS employees. The
*Office of Equal Employment Opportunity* provides Equal Employment
Opportunity (EEO) services, policy, commemorative events, and EEO
complaint processing for the PSC and its customers.

### Commissioned Corps Support Services (OP301)

Provides a variety of administrative services in the areas of
compensation and medical affairs to active duty Commissioned Corps
Officers of the U.S. Public Health Service (PHS) serving in HHS and
other Federal Agencies.

Offered to: PHS and other Federal Agencies

Service Fee: Actual cost per agreement is based on specific customer
needs.

Point of Contact: Compensation

> Robert Carolan

Phone: (301) 594-2963

E-mail: robert.carolan@psc.hhs.gov

Point of Contact: Medical Affairs

> Russell Garisto

Phone: (301) 594-1503

E-mail: russell.garisto@psc.hhs.gov

##### Services Include:

#### Compensation 

> Administers a system of basic pay, allowances, and special or
> incentive pay for active duty Commissioned Corps Officers of the PHS.
> Administers a system of retired pay for retired officers and survivor
> pay for annuitants; processes payroll deductions and allotments;
> administers a wide range of benefit programs; interfaces with the U.S.
> Department of Defense (DoD) to coordinate pay benefits in concert with
> DoD policies and procedures; provides analysis of the pay system
> including administering an actuarial analysis contract as required by
> Congress on retirement pay; and coordinates with the U.S. Department
> of Veterans Affairs (VA) for the Service members' Group Life Insurance
> (SGLI).
>
> Performance Standards: 99% of W-2s will be issued and mailed by
> January 31 of each year.
>
> 99% of salary checks will be issued by the official payday.
>
> 100% of salary checks not issued by the official payday will be
> processed within 5 business days.
>
> 99% of customers will be provided a response to routine inquiries
> regarding pay matters within 2 business days of inquiry.
>
> Achieve less than 6 valid customer complaints per 1,000 payees per pay
> cycle.

#### Medical Affairs

> Provides administrative management and direction concerning medical
> issues. Provides counsel to programs regarding officers with sick
> leave and medical issues; monitors aftercare compliance in cases of
> alcohol or other substance abuse; provides authorization and payment
> of bills relating to medical and dental care for officers in emergency
> situations and preauthorized care not covered under the TRICARE
> benefit; serves as secondary appeals authority if payment is denied by
> TRICARE; provides case management services for officers in assigned
> locations distant from Uniformed Service Medical Treatment Facilities
> (USMTFs) while deployed, on travel, or on leave status; arranges for
> travel and initiates the process for reimbursement of Agency funds for
> travel incident to medical care; assists officers in obtaining
> essential healthcare in Federal and non-Federal treatment facilities
> and maintains all active duty health records; coordinates PHS medical
> care activities with the other Uniformed Services; and initiates the
> process for reimbursement for dependents' and retirees' healthcare
> through TRICARE. Maintains paper and electronic health records for
> active duty officers of the USPHS. Provides guidance and council to
> the Office of Commissioned Corps Force Management to help guide
> policies and practices of the USPHS pertaining to medical readiness
> and similar subject-related matters.
>
> Performance Standards: 99% of clean claims will be processed by the
> Medical Affairs Branch within 5 business days of receipt. (Claims are
> certified, forwarded to TRICARE, and returned to the provider for
> correction or completion, or medical records are requested in this
> timeframe. Clean claims denote claims that are correct, complete,
> legible, and ready to be processed.)
>
> 99% of customer requests for information will be responded to within 2
> business days of request.

### EEO Complaint Investigations (OP211)

Manages and assigns the contracts for outside contractors who perform
EEO counselings, prepare Letters of Acceptance, investigate EEO
complaints and prepare Final Agency Decisions. Serves as the Contracting
Officer/Technical Representative for contracting EEO complaint services
including EEO investigations, counselings, drafting of Letters of
Acceptance, and the drafting of Final Agency Decisions within HHS.
Serves as the liaison between contractors and Operating Division (OPDIV)
EEO offices and management to ensure that complaint investigations, EEO
contract counseling, drafting of Letters of Acceptance, and the drafting
of Final Agency Decisions are handled expeditiously and result in a
quality product. Reviews EEO investigations for quality control and
ensures timeliness in conducting investigations.

Performance Standards: 95% of customer requests for assistance will be
responded to within 2 business days of request.

95% of customer's requests for services concerning EEO complaints will
be assigned to an investigator within 2 business days of request.

> 95% of contracts will be in place to allow for the investigation of
> complaints at least 15 calendar days after the expiration of the prior
> contract.

Offered to: HHS

Service Fee: \$931.78 per case\*

\*Plus additional customer-specific expenses and cost of contract.

Point of Contact: Leonard J. Levy

Phone: (301) 443-2112

E-mail: leonard.levy@psc.hhs.gov

### EEO Services (OP213)

Provides services encompassing complaint prevention, resolution,
processing, and adjudication. Provides advice to both
managers/supervisors and employees on EEO matters. Designs, develops,
and implements affirmative employment programs. Conducts workforce
analysis for developing targeted goals and corrective solutions to
systemic employment problems. Provides advice and assistance to managers
on strategies to meet diversity goals in order to ensure inclusiveness
in the workforce. Manages special-emphasis programs and conducts special
commemorative observances. Helps prepare and deliver training courses.
Serves as EEO Office for the Program Support Center, the Agency for
Healthcare Research and Quality, and the Substance Abuse and Mental
Health Services Administration.

Performance Standards: 95% of customer requests for assistance,
including EEO counseling requests, will be responded to within 2
business days of request.

> 90% of formal complaints of discrimination filed will meet or exceed
> the 180-day timeline for processing such complaints.
>
> 100% of complainants will be offered Alternative Dispute Resolution
> (ADR) services upon receipt of an informal or formal complaint of
> discrimination.
>
> 93% of commemorative observances and events will be communicated to
> customers at least 10 business days prior to the observance or event.
>
> 95% of reasonable accommodation requests (e.g., a sign language
> interpreter) will be responded to within 3 business days of request.

Offered to: HHS

Service Fee: \$411.92 per Full-Time Equivalent (FTE) per year\*

\*Plus additional customer-specific expenses.

Point of Contact: Leonard J. Levy

Phone: (301) 443-2112

E-mail: leonard.levy@psc.hhs.gov

### Enterprise Applications Division (EAD) (OP215)

Services include: system activities for HHS' civilian employees and
Commissioned Corps Officers and maintenance and operation of the systems
housing current and historical pay and leave records for HHS employees.

Offered to: HHS

Service Fee: \$449.49 per W-2 for civilian processing only

Point of Contact: Vivian Truss

Phone: (301) 504-3125

E-mail: vivian.truss@psc.hhs.gov

##### Services Include: 

#### Capital HR

> Provides managers and Human Resources (HR) Specialists with a
> state-of-the-art online solution for human resources, benefits, and
> payroll systems administration in HHS. Establishes a stable
> production-certified operating environment for applications and
> interface processing including file and database backup, file
> retention, file and software security, operating schedules, system
> recovery, and restart. Establishes and maintains change management
> tracking and software version management and provides auditable change
> management and version management processes. (Capital HR was
> previously called Enterprise Human Resource and Payroll (EHRP)
> Services.)
>
> Performance Standards: 95% application availability, excluding
> scheduled maintenance and network outages.
>
> 95% of the time, ad hoc reports will be provided that fully meet
> client requirements.
>
> 90% of all systems changes will be adequately documented to meet audit
> requirements.

#### Help Desk Support

> Provides centralized management of help desk calls for payroll,
> timekeeping, and issues with the PSC-supported time and attendance
> system and with HR systems.
>
> Performance Standards: 90% of help desk calls and inquiries will be
> responded to within 3 hours of the call or inquiry.
>
> 85% of problems will be resolved within 3 business days of the call or
> inquiry.

### Payroll Services (OP216)

Services include: managing all aspects of payroll customer services
liaison between DFAS and HHS on all pay-related issues, including HHS
pay policy, employee pay records, and supporting systems. Functions
include: managing payroll service requests from the HHS OPDIVs and HR
Centers; managing customer relations by defining customer needs and
service expectations and tracking ongoing service performance;
overseeing the biweekly time and attendance process; coordinating the
Department's payroll activities with DFAS, the HHS payroll provider;
providing direction, technical assistance, and standard operating
procedures for payroll liaisons and other persons who input data or use
outputs from the personnel and payroll systems; diagnosing problems and
devising solutions to systemic problems and inefficiencies related to
payroll payments of HHS employees; providing required ESS information
and resolving audit-related issues and findings; and monitoring DFAS
performance against the Service Level Agreement.

Offered to: HHS

Service Fee: \$151.00 per W-2 per year

Point of Contact: Jack O'Leary

Phone: (301) 504-3301

E-mail: jack.oleary@psc.hhs.gov

##### 

##### Services Include: 

#### Payroll Customer Service

> Coordinates the Department's payroll activities with OPDIVs and DFAS
> by analyzing time and attendance reports and by taking proactive and
> corrective actions to ensure accurate and timely payments to
> employees.
>
> Performance Standard: 98% of the time, OPDIVs and HR Center staff will
> be notified of missing or rejected time and attendance reports and, if
> necessary, request additional information within 5 hours of receipt of
> reports.

#### Resolution of Missing Electronic Funds Transfer (EFT)/Checks

> Coordinates with DFAS to resolve EFT return issues or nonreceipt of
> paper checks as submitted by OPDIVs and HR Center staff via the
> Peregrine Tracking System.
>
> Performance Standard: 90% of missing EFT/check payments will be
> reviewed, corrected as necessary, and forwarded to DFAS within 3
> business days of receipt.

#### Special Pay

> Requests "Special Pays" from DFAS when an HHS employee did not receive
> at least 90% of his or her biweekly salary payment.
>
> Performance Standard: 90% of all special pay requests will be
> submitted to DFAS within 2 business days of receipt within the Payroll
> Services Division.

# STRATEGIC ACQUISITION SERVICE (SAS)

Director: Christie Goodman, Acting

Phone: (301) 443-6557

E-mail: christie.goodman@psc.hhs.gov

The Strategic Acquisition Service (SAS) provides leadership, policy,
guidance, and supervision to the procurement operations of the PSC and
improving procurement operations within the U.S. Department of Health
and Human Services (HHS). Major service areas include: *Acquisition
Management*, which comprises negotiated contracts, simplified
acquisitions, and purchase card management; *Strategic Sourcing*, which
comprises purchasing consolidation of expendable commodities and
improvement of procurement practices; and the *Supply Service Center*,
which provides pharmaceutical, medical, and dental supplies to Federal
Agencies and other related customers worldwide.

### Acquisition Management (OP704)

Provides services for negotiated contracts, purchase card management,
and simplified acquisitions.

##### Services Include: 

#### Negotiated Contracts

> Solicits, negotiates, awards, and administers Government contracts,
> which include the acquisition of healthcare and support services,
> evaluation design studies and analyses, conference management,
> technical assistance, information technology (IT), professional
> services, and commodities. Contract actions can include negotiated
> sole source contracts and negotiated competitive contracts worth over
> \$100,000. Supports socioeconomic goals and initiatives such as
> performance-based acquisition. More than 50 performance-based task
> order contracts have been competitively awarded to well-known
> contractors providing customers with technical assistance, studies,
> and assessments through the use of streamlined acquisition procedures.
>
> Performance Standards: 95% of all acquisition requirements will be
> completed within the following acquisition lead times:
>
> 1\. Negotiated Contracts (sole source) - Up to 105 days.
>
> 2\. Negotiated Contracts (competitive, less complex) - Up to 140 days.

3\. Negotiated Contracts (competitive, complex) - Up to 180 days.

> 5% sustained protest rate will be maintained.
>
> Offered to: All Federal Agencies
>
> Service Fee: 1.51% of the obligation\*
>
> \*An additional 25% of the normal service fee will be charged to
> expedite negotiated contracts.
>
> A cancellation fee of \$65.00 per hour or time consumed will be
> charged.
>
> Point of Contact: Christie Goodman
>
> Phone: (301) 443-6557
>
> E-mail: christie.goodman@psc.hhs.gov

#### Purchase Card Management 

> Issues purchase cards to authorized employees with certain single and
> monthly spending limits and restrictions coded electronically, under
> the Government-wide commercial purchase card program. The purchase
> card is the preferred means for authorized Government employees to
> purchase and pay for micro purchases. Purchase cards are monitored for
> spending in accordance with Federal Acquisition Regulations.
>
> Performance Standards: 95% of requests for establishment of new
> purchase cards will be acted upon within 1 business day of receipt of
> complete information.
>
> 95% of all cardholders and approving officials will take the
>
> required training.
>
> Offered to: HHS
>
> Service Fee: \$325.43 per card annually
>
> Point of Contact: Sheri Kretschmaier
>
> Phone: (301) 443-6557
>
> E-mail: sheri.kretschmaier@psc.hhs.gov

#### Simplified Acquisitions 

> Negotiates and awards purchase orders, delivery orders, and blanket
> purchase agreements for all types of commodities and services
> utilizing Federal simplified acquisition procedures. Manages
> consolidated contracts for office equipment repair, IT equipment, and
> contract closeout services as well as strategically sourced,
> Department-wide contracts for temporary medical, professional, and
> administrative staffing, office equipment, supplies and furniture, and
> IT peripherals. A-76 acquisition support services are also available
> to meet the needs of customer agencies and Federal initiatives.
>
> Performance Standards: 85% of all acquisition requirements will be
> completed within the following acquisition lead times:
>
> 1\. Simplified Acquisitions (less complex) - Up to 15 days.
>
> 2\. Simplified Acquisitions (complex) - Up to 45 days.
>
> 5% sustained protest rate will be maintained.
>
> Offered to: All Federal Agencies
>
> Service Fee: 3.86% of obligation\*
>
> \*An additional 25% of the normal service fee will be charged to
> expedite simplified acquisitions.
>
> A cancellation fee of \$65.00 per hour/time consumed will be charged.
>
> Point of Contact: Ruth Crown
>
> Phone: (301) 443-6557
>
> E-mail: ruth.crown@psc.hhs.gov

### Strategic Sourcing (OP701)

Establishes Department-wide initiatives to consolidate purchasing with
specific focus on expendable commodities, commercial-like services and
systems integration, including conducting spend analysis to support
acquisition decisions, implementing change management processes to
empower the acquisition community, and investigating and implementing
innovative government and industry procurement practices within the HHS
acquisition environment.

Performance Standard: 98% minimum fill and on-time delivery rates will
be achieved for IT peripherals, hardware, and office supplies.

2% of product return rate will be maintained.

Offered to: HHS

Service Fee: 1.44% of obligation

Point of Contact: Kesa Russell

Phone: (202) 690-7326

E-mail: kesa.russell@hhs.gov

### Supply Service Center (SSC) (OP705)

The HHS SSC is a national and international source of pharmaceutical,
medical, and dental supplies for healthcare facilities throughout HHS
and other Federal Civilian Agencies as well as all branches of the U.S.
Armed Forces. The SSC is a full-service supply, warehouse, and
distribution activity offering logistical support worldwide, in concert
with technical assistance and materiel management, to service the
customer's requirements.

The SSC is a Food and Drug Administration (FDA) registered bulk
pharmaceutical repackaging facility offering customized labeling and
unit-of-use prepacks for both prescription and over-the-counter (OTC)
drugs. Strict quality control standards must be maintained by the SSC in
order to assure compliance with FDA's Current Good Manufacturing
Practice Regulations. The Center's Pharmacy Branch has four state-of
the-art high-speed packaging lines that produce customized unit-of-use
containers of solid oral dosage forms in large volumes in a short time
period. These unit-of-use containers are convenient, prescription size,
and patient ready for direct distribution to patients by healthcare
professionals.

The SSC established a comprehensive program for managing clinical drug
trials, provided in cooperation with the National Institutes of Health
(NIH) and other Federal Government Agencies. The Center can perform all
duties associated with the management of the trials, including
customized labeling and repackaging, inventory management, distribution
and logistical support, and any technical assistance that may be
required.

Additional services offered by the SSC include specialized assistance
and medical supply support to Presidential Initiatives, national
emergencies, and medical readiness programs involving the Federal
Government. The SSC is committed to providing qualitative and
accountable logistical support services to meet the requirements of its
large customer base. This expertise, coupled with an international
pharmacoeconomic experience, ensures a competitive edge for current and
future customers.

Performance Standards: 90% of customer requests and inquiries will be
addressed within 1 business day of request or inquiry.

95% of routine orders will be processed and shipped within 2 business
days of order receipt.

95% of medical express orders will be processed and shipped within 1
business day of order receipt.

95% fill rate standard will be maintained.

0.5% delivery discrepancy rate will be maintained.

0.05% damaged shipment rate will be maintained.

Offered to: All Federal Agencies

Service Fee: For a list of current products and prices, see the Product
Listing/Catalog at [http://sscweb.psc.gov](http://sscweb.psc.gov/).
Price per line item\*

\*Plus other related expenses such as storage, kit assembly, and
repackaging fees may apply.

Point of Contact: Steven F. Pearson

Phone: (410) 642-2244

E-mail: <steven.pearson@psc.hhs.gov>

# PSC Service Level Agreement General Provisions

The Program Support Center uses the Service Level Agreement (SLA) to
document the fee-for-service relationship with its customers. The SLA
contains General Provisions that provide the terms and conditions of the
agreement. Listed below are the General Provisions that are included in
the SLA.

**a. AUTHORITY:** All provisions of this agreement shall comply with 42
USC 231 and the SSF Charter.

**b. SERVICE LEVEL REQUIREMENT ESTIMATION AND CHANGES IN ESTIMATES:**

The receiving organization will provide the PSC Business Office
projections of projected support volume. Significant changes in the
receiving organization's support requirements should be submitted to the
PSC in a manner that will permit timely modification of resource
requirements. It is the responsibility of the receiving organization to
bring these major changes in required support to the attention of the
PSC Business Office as soon as possible prior to changing support
requirements.

**c. BILLING:** The PSC will provide clear statements of costs incurred
(to organizations receiving recurring support) via the PSC Revenue,
Invoicing, and Cost Estimation System (PRICES) Online Viewer. The PSC
will provide on-line access to named points of contact provided by the
receiving organization. One-time customers will receive hardcopy billing
documents.

**d. BILLING RESOLUTION:** The receiving organization will utilize the
customer feedback form, available on the Online Viewer, to submit
billing inquiries. The PSC has ten (10) business days to respond to
customer inquiries as follows: the PSC Business Office will forward the
customer feedback form to the appropriate cost center point-of-contact
(POC) within three (3) business days of receipt; the cost center POC
will respond directly to the customer within seven (7) business days of
receipt from the Business Office.

**e. RATES:** All rates expressing the unit cost of services provided in
this agreement are based on current SSF Board approved rates. Changes to
these rates will be in accordance with the provisions of the SSF
Charter. For rate changes that do not require Board action, the
receiving organization will be notified immediately of such rate changes
that affect the support receivers. All hourly rated services will be
charged in increments of quarter hours.

**f. CANCELLATION:** Cancellation of services for receiving
organizations is covered by the SSF Charter. This agreement may be
revised at any time by the mutual consent of the parties concerned. The
PSC may cancel this agreement upon giving at least 180 days written
notice to the receiving organization. These cancellations are dependent
on SSF Board Charter stipulations as they apply to products/services.

**g. EMERGENCY:** In case of an emergency which affects the PSC, this
agreement will remain in force only within the extent of the PSC's
capabilities.

**h. FUNDING AND REIMBURSEMENT:** The receiving organization will
provide the PSC an annual funding document in advance to cover estimated
charges for the fiscal year. At the end of each quarter, customer bills
available through PRICES OnLine Viewer will reflect a "Final"
designation. The final quarterly billing will be reflected as a drawdown
on the PRICES OnLine Viewer funding status report. For one-time
customers, the PSC will forward a monthly summary of actual charges
incurred during that period. After a five (5) day receiver review
period, the PSC will create a job order in the amount of the earned
monthly charge. Based on this order, the PSC will prepare and process an
IPAC transaction (or other intergovernmental billing, as appropriate).
Discrepancies in quarterly charges must be addressed to the PSC Business
Office within one hundred and twenty (120) days of the close of the
quarter in which the billing occurred. Conversely, the receiving
organization will provide the PSC with additional funding to cover
charges in excess of advanced fiscal year funding; and credits will be
issued in the instance of excess charges.

**i. AUDITING:** The PSC will permit the receiver to examine documents
and other evidence, regardless of form or type, necessary to permit
adequate evaluation of cost and pricing data along with computations and
projections used in performing the service. The PSC agrees to make this
information available at reasonable times for a period of twenty-four
(24) months after the end of the fiscal year in which the service was
performed.

**j. SYSTEM SECURITY:** The PSC will ensure all levels of system
security; computer terminals, communication lines, passwords, access
applications and data output are authorized, protected and secured.
System security is integrated into PSC's products and service offerings
where applicable.

**k. SECURITY:** The receiving organization will implement the following
security requirements. (1) Designate a security point of contact to
interface with the PSC Chief Information System Security Officer (CISSO)
on security related issues to ensure compliance with Secure One HHS IT
Security Policy; (2) Ensure access requests are properly authorized; (3)
Ensure access profiles are periodically reviewed; (4) Enforce password
complexity requirements per the Secure ONE HHS and PSC guidance; (5)
Ensure physical access to computers or terminals that provide access to
PSC systems is restricted; (6) Ensure security incidents that impact
access to PSC systems are timely communicated to the PSC CISSO; and (7)
Ensure users adhere to the governing "Rules of Behavior" for the PSC
system.

**l. CUSTOMER SATISFACTION:** The PSC will measure the quality of
service delivery as the percentage of customers expressing overall
satisfaction with services provided. To measure customer satisfaction,
the PSC will use the PSC Online Comment Card responses to obtain the
percentage of customers that rate overall satisfaction with services as
Satisfied or Very Satisfied. To ensure quality service delivery across
all product and service lines, the PSC will strive to achieve a customer
satisfaction rating of at least 90%.