**ATTACHMENT A**

**EDITORIAL SERVICES CONTRACT**

PERFORMANCE WORK STATEMENT

I. BACKGROUND 1

II\. INTRODUCTION 1

III\. SCOPE OF WORK 3

IV\. PERFORMANCE REQUIREMENTS SUMMARY 9

PHASE A: PLANNING AND PREPARATION 9

IV.A.1: Defining Project Procedures; Producing a Procedures Manual and a
Quality Control Plan 9

IV.A.2: Participating In, and Providing, Training 10

IV.A.3: Installing and Testing Equipment to Ensure Successful Contract
Operation 11

IV.A.4: Meeting Security Requirements 15

PHASE B: PRODUCTION 22

IV.B.1: Answering Control Correspondence 22\
IV.B.2: Answering Non-Control Correspondence (Paper and Electronic Mail
\[E-Mail\]) 29

IV.B.3: Accessing the Contractor's Data Base(s) and E-Mail History 36

IV.B.4: Supplying Staff with Dictionaries and Writing/Style Guides 37

IV.B.5: Providing Courier Service 38

IV.B.6: Preparing Control and Non-Control Correspondence Reports and
Other Reports 38

IV.B.7: Updating Standard Paragraphs, Form Letters, and Fact Sheets 39

IV.B.8: Preparing Correspondence Responses in Languages Other Than
English 41

IV.B.9: Translating into Spanish, and Preparing Layout for, Certain ED
Publications 41

IV.B.10: Requesting Financial Aid Transcripts 42

IV.B.11: Updating the OSFAP Regulations Compilation 42

IV.B.12: Mailing Materials 43

IV.B.13 Updating the Procedures Manual and the Quality Control Plan 43

IV.B.14: Updating the Security Plan 43

IV.B.15: Updating and Implementing the Disaster Recovery

Plan 44

IV.B.16: Updating Network Drawings 44

IV.B.17: Maintaining Access to Different Data Bases 44

IV.B.18: Maintaining Systems Security Safeguards 45

IV.B.19: Producing Labels 46

IV.B.20: Photocopying 46

IV.B.21: Shredding/Erasing Materials 46

IV.B.22: Participating In, and Providing, Training 47

IV.B.23: Participating in Conference Calls 48

IV.B.24: Assisting During Transition Period 48

# I. BACKGROUND

For more than 20 years, the U.S. Department of Education (ED) has used
contract services to prepare prompt and thorough responses to
correspondence from the general public concerning financial assistance
programs for postsecondary students. The general public either contacts
ED directly or contacts the White House and members of Congress, who
forward the correspondence to ED. In the past, ED's Public Inquiry
Contract (PIC) has prepared these responses in addition to performing
other tasks, such as answering telephone inquiries received through the
toll-free telephone line at ED's Federal Student Aid Information Center
(FSAIC). ED has decided to separate part of the PIC's functions: The PIC
will continue to answer correspondence concerning defaulted student
loans ED holds, handle telephone lines at the FSAIC, and mail bulk
orders of ED informational materials, among other functions. The
Editorial Services Contract (ESC) will prepare the remainder of
correspondence ED receives and will perform other editorial tasks, as
specified below.

# II. INTRODUCTION

ED, through its Office of Student Financial Assistance Programs (OSFAP)
office, requires contract services to

• prepare detailed and accurate responses to a very high volume of
correspondence about the postsecondary student aid programs that the
Higher Education Act of 1965, as amended, has established (Title IV
programs).

• provide twice daily courier service to pick up and deliver
correspondence and other materials ED will specify.

• prepare various reports, including weekly and monthly reports
concerning control and non-control correspondence.

• update ED's set of approximately 1,200 standard paragraphs, nearly 300
form letters, and approximately 10-12 fact sheets to ensure they provide
current information about ED's programs.

• translate correspondence into, and prepare responses in, languages
other than English.

• translate into Spanish, and prepare in final form (using desktop
publishing), federal student aid materials.

• provide information on financial aid transcripts to schools having
difficulty obtaining these documents from other schools.

• update annually the OSFAP regulations compilation.

• provide miscellaneous ancillary services such as mailing single copies
of ED informational materials, producing labels, and photocopying.

ED will use task orders for additional services ED might require over
the life of the contract. The Contracting Officer will issue task orders
upon the program office's request. Unless otherwise noted, the
contractor shall have 10 working days to prepare a proposal after
receiving a Statement of Work for a proposed task order.

Task orders might involve

> \(1\) tracking control correspondence by computer, which would involve
> keeping electronic records of this correspondence (date received, name
> of inquirer, status of correspondence, completion dates, etc.)

\(2\) electronically transmitting to, and receiving from, ED all
incoming correspondence.

> \(3\) mailing correspondence (stuffing envelopes, etc.)
>
> \(4\) preparing additional reports similar to those required under
> IV.B.6. For example, ED might require the contractor to record the
> amount of correspondence received resulting from a press release or a
> news item. ED might require the contractor to develop surveys and
> statistical information and provide reports based on the survey and
> statistical information findings. The contractor would have to
> collect, analyze, and assimilate data in preparing these reports. ED
> also might suggest categories for data collection and require the
> contractor to use charts and graphs to illustrate and enhance the
> reports.
>
> \(5\) translating additional ED publications and materials into
> Spanish (similar to those required under IV.B.9).
>
> \(6\) creating electronic versions of ED documents in formats for
> access through the Internet including, but not limited to, Hyper-Text
> Markup Language (HTML).
>
> \(7\) converting Encapsulated Postscript (EPS) graphics files into
> Graphics Interchange Format (GIF) files and scanning images and
> converting them to GIF files.
>
> \(8\) preparing publications and providing desktop publishing
> services. For example, ED might require the contractor to edit
> existing documents and to prepare documents in final form from
> existing drafts. ED might require the contractor to create new
> documents, such as general and technical publications or brochures for
> the public. To prepare these documents, the contractor might have to
> do research and write, edit, proofread, create graphics, and prepare
> final layout using desktop publishing. ED would expect the contractor
> to furnish these documents on disk and in hard copy. The disk(s) would
> have to contain a copy of the document in a Portable Document Format
> (PDF) file. ED most likely will require documents furnished in
> Macintosh versions of software that ED will specify at the time ED
> requires the contractor to prepare the publication(s). Text and layout
> programs ED currently uses include, but are not limited to, Microsoft
> Word, PageMaker, DeltaGraph, FreeHand, Photoshop, and Illustrator. ED
> also might require the contractor to furnish documents in
> IBM-compatible format.
>
> ED also will issue Work Orders for discrete activities costing
> \$10,000 or less. These Work Orders, which would relate to the task
> orders listed above, do not require the Contracting Officer's
> approval. Upon receipt of a Work Order Request from the COTR, the
> contractor shall submit to the COTR the completed contractor section
> of the Work Order Request and shall propose a fixed price within five
> working days from the date the contractor receives the Work Order
> Request.

# III. SCOPE OF WORK

The work performed under this contract is expected to be conducted in
two phases: Phase A, Planning and Preparation, and Phase B, Production.
Phase A begins on the date ED awards the contract. ED will exercise
Phase B as an option, based on whether the contractor demonstrates it
can perform successfully all aspects of Phase A and be completely ready
for startup by the end of Phase A. If ED exercises Phase B, that phase
will begin approximately three months after the start of Phase A. This
contract will consist of a Base Period and four Option Years.

The contractor shall be fully and successfully operational by the
beginning of Phase B and shall, therefore, complete by the end of Phase
A all preparatory activity: installing and testing equipment and
internal software, hiring and/or training critical staff, developing and
testing procedures, and meeting security requirements.

A. Supplemental Information

> 1\. Correspondence
>
> i\. Control Correspondence
>
> Control correspondence consists of inquiries that come directly from
> the general public or inquiries the White House and members of
> Congress refer to ED. ED currently tracks the progress of this
> correspondence by attaching a correspondence tracking sheet to each
> control letter; the sheet indicates, among other information, who
> wrote the letter, which ED office is responsible for answering the
> letter, and when the response is due in ED's Executive Secretariat
> office. Regardless of that due date, however, the contractor must
> deliver completed responses to TPID within three working days after
> the contractor receives the correspondence. If the response requires
> the contractor to do casework (see section iv below), the contractor
> generally must deliver completed responses to ED within six working
> days after the contractor receives the correspondence.
>
> The contractor will prepare responses by using ED's set of
> approximately 1,200 standard paragraphs, available on disk; enclosing
> relevant ED publications and other materials, when appropriate; and/or
> using custom writing the contractor must prepare according to
> ED-established style guidelines (see IV.B.1.j).
>
> ii\. Non-Control Correspondence
>
> Non-control correspondence consists of public inquiries (including
> electronic mail \[e-mail\]) that neither the White House nor members
> of Congress have referred. In general, preparing non-control responses
> requires less work than preparing control responses because the issues
> usually are simpler and more straightforward, although the contractor
> occasionally will have to do casework (see section iv below). ED does
> not officially track non-control correspondence but will sample the
> responses. The contractor must complete and send out responses within
> two working days after the contractor receives the incoming
> correspondence. If the response requires casework (see section iv
> below), the contractor generally must complete and send out responses
> within five working days after the contractor receives the
> correspondence.
>
> For non-control correspondence, the contractor will prepare responses
> using ED's set of approximately 300 form letters (available on disk).
> To answer the correspondence completely, however, the contractor will,
> in many cases, have to modify the form letters with custom writing
> and/or with standard paragraphs the contractor must add. When
> appropriate, the contractor also must, for paper responses, enclose
> relevant ED publications and other materials; for e-mail responses,
> the contractor must inform inquirers how to obtain those materials.
>
> iii\. Correspondence Volume
>
> Correspondence volume is very high. Section J makes available a
> monthly breakdown of 1995, 1996, and 1997 correspondence volumes for
> control and non-control mail. Responding adequately requires the
> contractor to answer a voluminous amount of correspondence rapidly
> without sacrificing accuracy and clarity.
>
> iv\. Nature of Correspondence
>
> Some student financial aid correspondence is fairly straightforward:
> For example, an inquirer might ask what federal student aid programs
> are available. (In such cases, often standard paragraphs are
> sufficient responses for control mail. For non-control mail, often
> form letter responses are sufficient.) Preparing responses for other
> correspondence requires a broader understanding of program issues: The
> inquirer might need an explanation of ED's need analysis formula, for
> example, or might not understand the school's role---and ED's
> guidelines---in developing satisfactory academic progress standards,
> prorating an award, or calculating a refund policy for a student who
> withdraws.
>
> A substantial amount of correspondence requires casework; this type of
> correspondence, which will usually (but not always) be control
> correspondence, has increased significantly over recent years.
> Casework requires the contractor to contact (usually by telephone)
> postsecondary schools, lenders, guarantee agencies, and servicing
> organizations, for example, to develop the information needed to
> respond. Casework responses require extensive research. For instance,
> a large amount of correspondence comes from federal student loan
> borrowers who have defaulted on their loans. Borrowers might disagree
> about the amount they owe or the number of payments they must make.
> Borrowers might complain about collection tactics agencies use or the
> fact that their U.S. tax refunds are being withheld to pay for the
> outstanding loan. The contractor must contact all appropriate entities
> involved with the loan, incorporating the findings into the response.
> The response generally must contain information including, but not
> limited to, how many loans the borrower has; when those loans entered
> repayment; how many payments were received and when they were
> received; and when the loans went into default. If a borrower
> complains he or she was not contacted about making loan payments, the
> contractor must include how many times the lender, servicing agency,
> and/or guarantee agency contacted, or attempted to contact, the
> borrower. Because these are not all-inclusive examples of what the
> contractor must cover in a response, ED requires the contractor to
> respond completely, accurately, and clearly to all issues in each
> piece of correspondence. Given the nature of this correspondence, the
> contractor must do an extensive amount of custom writing. In addition,
> preparing responses to more complex letters often will require the
> contractor to access several ED data bases (see IV.A.3.b).
>
> ED's correspondence frequently relates to problems that began a number
> of years ago---a loan has defaulted years earlier, for example, or a
> student and school have a long-standing refund dispute. The
> contractor's staff must, therefore, be completely knowledgeable about
> current and past Title IV regulations and policies. The contractor is
> responsible for keeping abreast of changing Title IV policies and
> procedures.
>
> Meeting ED's standards for preparing control and non-control
> correspondence means the contractor's staff must not only choose the
> correct standard paragraphs, for example, but add to, or delete from,
> those paragraphs when necessary to create a response that flows
> logically from one sentence to another and from one paragraph to
> another. The contractor must tailor even "standard" paragraphs and
> "form" letters to each piece of correspondence, not repeating
> information the inquirer already knows, for example. In fact, for many
> responses, the contractor must develop and incorporate custom writing
> that responds to issues standard paragraph language or form letters do
> not cover. Custom language must be accurate, grammatically correct,
> logically linked, and completely responsive to the inquirer's
> individual situation, answering all questions and addressing all
> issues. ED will determine whether the contractor's language is
> accurate, grammatically correct, logically linked, and completely
> responsive to the inquirer's individual situation.
>
> v\. Translating Correspondence into Languages Other than English
>
> ED receives some correspondence from persons whose native language is
> not English. Because the non-English correspondence the contractor
> will receive usually will be in Spanish, ED already has a set of
> approximately 178 standard paragraphs and approximately 32 form
> letters translated into Spanish and available for the contractor.
>
> For 1996, more than 80 form letters and approximately 178 responses
> using contractor-developed text were sent in response to Spanish
> correspondence; responses using contractor-developed text were
> expected to double for 1997. For 1996, approximately 35 form letters
> were translated into other languages.
>
> 2\. Financial Aid Transcripts
>
> If a student aid applicant/recipient transfers from one school to
> another or reenrolls in a school different from the one(s) previously
> attended, ED requires the student's new school to request financial
> aid transcripts from all schools the student previously attended. The
> new school checks these transcripts (records of all federal student
> aid the student has received) to ensure the student does not receive
> more federal financial aid than he or she should. (ED's student aid
> programs have annual and aggregate limits that cannot be exceeded.)
> Occasionally, schools have difficulty receiving transcripts and
> contact ED for assistance. In the past, ED's contractor has checked
> into these situations and reported back to the inquiring schools.
> (Often, the contractor discovers that the school\[s\] the student
> previously attended has closed or no longer participates in Title IV
> programs. In either case, ED does not require financial aid
> transcripts.)
>
> For 1996, ED received nearly 60,500 requests for financial aid
> transcripts; however, ED anticipates this number will drop
> significantly beginning in 1998-99: ED expects all postsecondary
> schools to access ED's National Student Loan Data System (NSLDS) to
> receive federal financial aid information for students. It is
> possible, however, that the ESC will still need to handle some of
> these requests.

B. Personnel Requirements for Contractor Staff

> 1\. Default Record
>
> No member of the contractor staff shall be in default on any Title IV
> loan, including, but not limited to, Federal Family Education Loans
> (comprising Federal Stafford Loans, Federal PLUS Loans, and Federal
> Consolidation Loans); Federal Perkins Loans (including National Direct
> Student Loans and National Defense Student Loans); and William D. Ford
> Federal Direct Loans (comprising Federal Direct Stafford/Ford Loans,
> Federal Direct Unsubsidized Stafford/Ford Loans, Federal Direct PLUS
> Loans, and Federal Direct Consolidation Loans).
>
> 2\. ED will approve all subcontractors the Editorial Services
> contractor hires.
>
> 3\. All contractor personnel shall be located off site.
>
> 4\. Minimum Qualifications
>
> i\. Project Director
>
> The contractor's Project Director shall have at least five years'
> supervisory experience successfully managing a variety of work
> projects, some of which had simultaneous deadlines. The Project
> Director shall demonstrate successful experience in determining
> priorities, achieving goals, and accomplishing tasks on time;
> maintaining the highest standards of quality in work produced; and
> allocating appropriate resources to respond to large volumes of
> services provided. The Project Director shall demonstrate successful
> experience in managing personnel to accomplish required tasks and in
> addressing deficiencies and problems in a timely and effective manner.
> The Project Director also shall have a baccalaureate degree. The
> Project Director shall devote an adequate amount of time to this
> contract (at least 60 percent FTE).
>
> The initial Project Director and all future Project Directors the
> contractor hires or assigns to this contract each shall provide a
> résumé demonstrating clearly that he or she meets the requirements
> discussed in the preceding paragraph. Each résumé also shall
> demonstrate clearly that each Project Director's experience and duties
> relate directly to this SOW's tasks.
>
> ii\. Mid-Level Supervisors
>
> a\. At least one mid-level supervisor shall have a baccalaureate
> degree and shall be thoroughly knowledgeable about federal student aid
> programs under Title IV of the Higher Education Act of 1965, as
> amended. The supervisor(s) also shall have at least two years'
> experience answering a variety of highly technical questions about
> Title IV programs.
>
> Each such supervisor and each such future supervisor the contractor
> hires or assigns to this contract shall provide a résumé demonstrating
> clearly that he or she meets the requirements discussed in the
> preceding paragraph. Each résumé also shall demonstrate clearly that
> each such supervisor's experience and duties relate directly to this
> SOW's tasks.
>
> b\. At least one mid-level supervisor shall have a baccalaureate
> degree; at least two years' experience as a successful professional
> technical writer; the writing skills to produce written materials that
> are clear, accurate, grammatically correct, well-organized, and with
> logically linked sentences and paragraphs; and the ability to monitor
> and improve the writing and editing skills of subordinate staff.
>
> Each such supervisor and each such future supervisor the contractor
> hires or assigns to this contract shall provide a résumé demonstrating
> clearly that he or meets the requirements in the preceding paragraph.
> Each résumé also shall demonstrate clearly that each such supervisor's
> experience and duties relate directly to this SOW's tasks. Each such
> supervisor shall attach to the résumé at least three samples of his or
> her original technical writing. Each sample shall be at least 1,000
> words long. The contractor shall give these samples to ED for review
> when ED directs.
>
> iii\. Minimum Project Staff
>
> Each writer on the project staff shall have a baccalaureate degree and
> at least one year's experience as a successful professional technical
> writer. Each writer the contractor hires or assigns to this contract
> shall provide a résumé that demonstrates clearly that he or she meets
> the requirements just mentioned and that he or she has the writing
> skills to produce written materials that are clear, accurate,
> grammatically correct, well-organized, and with logically linked
> sentences and paragraphs. The résumé also shall demonstrate clearly
> that each writer's experience and duties relate directly to this SOW's
> tasks. Each writer shall attach to the résumé at least three samples
> of his or her original technical writing. Each sample shall be at
> least 1,000 words long. The contractor shall give these samples to ED
> for review when ED directs.
>
> In addition to this staff, the contractor shall be able to obtain
> personnel with diverse qualifications on an as-needed basis.
>
> The contractor's Project Director and mid-level supervisors are key
> personnel.

C. Quality Assurance Surveillance Plan (QUASP)

ED will use a QUASP to monitor the contractor's performance. ED will
prepare the QUASP and will update it periodically if ED determines it
necessary. (See the QUASP found elsewhere in this contract.)

**IV. PERFORMANCE REQUIREMENTS SUMMARY**

# PHASE A: PLANNING AND PREPARATION

**IV.A.1: Defining Project Procedures; Producing a Procedures Manual and
a Quality Control Plan**

The contractor shall

a\. upon contract award, ensure that the contractor's Project Director
shall review with the COTR all procedures related to the tasks this
Statement of Work specifies.

b\. develop, and submit to ED, a complete Procedures Manual (Manual) the
contractor shall use in achieving the contract's objectives. ED will
review and approve the Manual before the contractor's staff shall use
it. Once ED has approved the Manual, the contractor shall implement it.
The Plan's supplements and revisions become ED's property. The
contractor shall prepare the Manual in loose-leaf format to fit into a
ringed binder.

c\. produce a final version of the Quality Control Plan (Plan) the
contractor produced as part of its proposal. The contractor shall
prepare the Plan in loose-leaf format to fit into a ringed binder. The
final Plan shall ensure that quality control procedures are in place
throughout the life of the contract. Once ED has approved the Plan, the
contractor shall implement it.

The contractor's plan shall include, but not be limited to, the
following:

> 1\. an inspection system covering all contract services. This system
> shall specify contract services the contractor shall inspect on
> scheduled and unscheduled bases and shall specify the individuals who
> shall do the inspections. The inspection system shall cover all
> equipment, all processes, and all products and shall describe how the
> contractor shall remedy problems.
>
> 2\. a description of the relationship between overall work flow and
> quality control activities. The Plan shall identify quality control
> stations---points in the work flow where the contractor performs
> quality control activities and measurements---and shall identify those
> who shall perform the quality control activities and measurements. The
> Plan also shall describe how the contractor performs quality control
> activities at the various stations.
>
> 3\. a description of how the contractor collects quality control
> performance data. The Plan also shall describe internal reporting
> procedures and procedures for reporting to ED on quality control.
>
> 4\. a method of identifying deficiencies in the quality of services
> before the level of performance becomes unacceptable. The Plan shall
> include the provision that the contractor shall assign to other tasks
> those staff members falling short of standards this contract
> prescribes. The contractor shall give this staff additional training
> until the staff can meet contract standards. The Plan also shall
> ensure the contractor provides properly trained and fully successful
> replacement staff.

# IV.A.2: Participating In, and Providing, Training

The contractor shall

a\. participate in training that ED and/or ED-provided trainers will
conduct concerning the contract's provisions. The training shall
include, but not be limited to, one session of approximately five
working days. ED's topics for training will include, but not be limited
to, information about Title IV student aid programs and ED data bases,
high quality correspondence responses, and control mail response
packages. ED will designate resource persons to assist the contractor in
understanding OSFAP procedures. The contractor shall bill ED only for
staff labor hours (at labor rates this contract specifies) for
participating in training that ED and/or ED-provided trainers conduct.
The contractor also shall bill for the cost of preparing ED information
to disseminate to contractor staff unable to receive ED training, but
only if ED and/or ED-provided trainers do not prepare such information.

b\. ensure its project staff and mid-level supervisory staff are
well-versed in the Title IV student aid programs by the start of Phase
B. The contractor shall ensure that its staff absorbs ED materials
listed in Section J and all other materials ED might provide during
Phase A that supplement, or update, materials Section J lists. The
contractor shall measure the effectiveness of its Title IV training by
administering to the contractor's project staff and mid-level
supervisory staff pre- and post-tests the contractor shall develop and
score. The COTR will approve these tests before the contractor shall
administer them. The COTR also will review the test results. The
contractor's Project Director shall review the test results to ascertain
the need for additional training and testing.

c\. read sample correspondence ED will supply from correspondence files
and prepare complete, accurate, and clear responses to those samples as
practice for Phase B. In preparing responses, the contractor shall use
ED's current standard paragraphs and form letters that ED will provide,
as well as original writing the contractor shall develop. ED will review
the responses and discuss the results with contractor staff.

d\. ensure that project staff and mid-level supervisory staff receive
training on the requirements of the Privacy Act of 1974 and are
thoroughly knowledgeable about the Privacy Act by the start of Phase B.
The contractor shall measure the training's effectiveness by
administering to the contractor's staff pre- and post-tests the
contractor shall develop and score. The COTR will approve these tests
before the contractor shall administer them. The COTR also will review
the test results. The contractor's Project Director shall review the
test results to ascertain the need for additional training and testing.

# 

# IV.A.3: Installing and Testing Equipment to Ensure Successful Contract Operation

The contractor shall

a\. by the end of Phase A, have installed and completely tested all
equipment necessary to ensure the successful performance of this
contract. Such equipment shall include, but not be limited to, all
necessary internal software.

b\. identify the equipment the contractor needs for "read only" access
to ED's data bases. ED's current data bases are

> 1\. **Central Processing System (CPS).** This system is ED's applicant
> data base and contains information about students who have applied for
> Title IV aid via the *Free Application for Federal Student Aid*
> (FAFSA). The contractor shall use this system to answer questions
> about FAFSA data and student eligibility.
>
> 2\. **Recipient and Financial Management System (RFMS).** The
> contractor shall use this system's data to answer inquiries about past
> and present Federal Pell Grant awards made to students.
>
> 3\. **Postsecondary Education Participants System (PEPS).** This
> system is OSFAP's management information system, containing data about
> postsecondary institutions. The contractor shall use this data base to
> answer requests for financial aid transcripts (see IV.B.10). The PEPS
> system has replaced the Institutional Data System (IDS). It is
> possible, however, that one IDS subsystem might still be operational
> at the beginning of Phase A; if so, the contractor also shall access
> the Default Management (Federal Family Education Loan \[FFEL\])
> Subsystem, which provides the ability to identify schools with
> unacceptable student loan default rates. (ED does not allow schools to
> participate in Title IV programs if the student loan default rate of
> students who have graduated exceeds certain rates.) The contractor
> shall respond to inquiries about a school's eligibility to participate
> in Title IV programs.
>
> 4\. **National Student Loan Data System (NSLDS).** The NSLDS is a
> national data base of information about individual federal student
> loans and about other Title IV financial aid. ED uses NSLDS to
> pre-screen applications for Title IV aid, to support a variety of
> research functions aimed at improving program administration and
> student aid delivery, and to improve the efficiency of some aspects of
> the Title IV Delivery System through the application of automation and
> standardization. The contractor shall use this system to obtain
> information about student eligibility and student loan status.
>
> 5\. **Debt Management and Collection System (DCS)**
>
> i\. **Collections Subsystem.** This subsystem consists of a series of
> on-line screens (available to loan collectors and researchers) that
> display data for use in communicating with debtors and updating
> collection activity on accounts. The contractor shall use these
> screens to retrieve account-level information for a specific debtor
> and determine the composition of debt types included in the debtor's
> account. In this way, the contractor shall ascertain whether an
> inquirer has a file on this subsystem, that is, whether DCS holds the
> inquirer's loan; if so, the contractor shall return that inquiry to
> ED. If ED does not hold the debtor's loan(s), the contractor shall use
> this subsystem to obtain information about the debtor's account and
> shall use that information in preparing responses.
>
> ii\. **IRS Offset Subsystem.** This subsystem identifies defaulted
> accounts that ED can certify, via magnetic tape, to the Internal
> Revenue Service (IRS) to include in the IRS Federal Tax Refund Offset
> Program. Through this program, ED provides certified debts that the
> IRS can collect by offsetting the debtor's federal income tax refund,
> thereby reducing the outstanding balance due ED. The contractor shall
> use this subsystem to verify that a loan is in default and to
> determine who holds the loan---a guaranty agency or ED. The contractor
> also shall use this subsystem to determine if a student loan
> borrower's federal income tax has been offset.
>
> This subsystem also receives data from guarantee agencies so that
> their defaulted loans can be included in the certification process.
> Guarantee agency data are merged with ED records for certification to
> IRS. Offset information the IRS returns is then extracted and
> disseminated to the appropriate guarantee agencies.
>
> iii\. **Research Subsystem.** The Research Subsystem provides access
> to individual account and debt level information through online,
> menu-driven, query functions. The screens included in this subsystem
> allow users to view past, current, and projected financial
> information. The screens provide information such as debts owed,
> payments and other financial transactions applied to accounts, the
> method of applying these financial transactions, addresses that have
> been updated, data related to the program history of specific debts,
> account payoff amounts, and a history of collection agency referrals.
> The contractor shall use this information to answer questions about
> student loan accounts.
>
> 6\. **ED's Web Site.** ED's web site (www.ed.gov) is an electronic
> source of information including, but not limited to, OSFAP
> regulations, news bulletins, Dear Colleague letters, other policy
> issuances, and other OSFAP program information. The contractor shall
> use ED's web site to obtain updated student aid information. (The
> direct address for updated information is ifap.ed.gov.)

c\. know what equipment ED will provide the contractor to connect with
the data bases IV.A.3.b describes.

> 1\. The primary means of communication with ED's data bases will be
> via the Internet or remote dialin to ED's Virtual Data Center (VDC) in
> Meridan, Connecticut. All electronic mail to and from ED will occur
> via the Internet. Alternatively, ED might furnish the contractor with
> either a remote dialin of sufficient bandwidth or with a WITS or
> FTS2000 data circuit. However, the contractor would have to conduct a
> traffic/bandwidth analysis and provide it to ED before ED would agree
> to provide a dedicated service of any type.
>
> If ED does provide a data circuit, it will connect into the
> contractor's network with a 10/100 MB ethernet connection. All
> equipment ED provides will be self-contained in a 19-inch rack mount
> cabinet; ED will be responsible only for the 24 x 7 operations of the
> data path. (Again, ED will provide this arrangement only if remote
> access via the Internet or remote dialin is not sufficient.) Due to
> security concerns, the contractor shall have its connections to the
> Internet secured with the use of an active "firewall" product (see
> IV.B.4 for more information about security requirements).

2\. The network standard protocol ED uses is TCP/IP. Connections to
mainframes use TN3270/TN3270E. For routing TCP/IP, ED's standard routers
are Cisco routers. Office automation servers are Windows NT. All data
passed to and from ED's computer systems will use TIV WAN standard data
compression software, COM-PRESS. All systems connecting with ED's
computer resources shall be Year 2000 compliant. Desktop workstations'
client software and operating systems shall be Microsoft clients that
are Year 2000 compliant also. ED will not use or support Microsoft Disk
Operating System (DOS), Windows 3.1, Windows 3.11, or Windows for
Workgroups.

> 3\. ED's Postsecondary Education Participants System (PEPS) uses a
> remote connectivity software called "REACHOUT" (by Stac Electronics)
> to communicate with a remote client. Through the remote client, the
> user may gain access via the Oracle Forms and Oracle Reports
> application. Currently, ED provides only remote dialup access; ED does
> not provide toll free numbers.

d\. ensure it uses, at a minimum, the following software to connect to
ED's data bases:

> 1\. a TN3270 emulator like Attachmate's Extra! for Windows to
> communicate with all of ED's "legacy" systems with which the
> contractor shall be concerned (that is, with the Central Processing
> System, Recipient and Financial Management System, National Student
> Loan Data System, and Debt Management and Collection System).
>
> 2\. a remote connectivity software called "REACHOUT" (by Stac
> Electronics) to communicate with ED's Postsecondary Education
> Participants System.

e\. upon contract award, specify in writing the data circuit
requirements to connect its office into ED's Frame Relay network.

f\. provide a network drawing of the contractor's existing network
connections, depicting clearly the contractor's existing network layout
and showing all external connections, routers/bridges and internal
servers connected to the contractor's network. The contractor shall
identify TCP/IP addresses with each network device.

g\. be responsible for its own internal connections, connections to any
of its subcontractors, and Internet connections.

h\. specify in writing router port requirements.

i\. have in place a firewall for Internet access and shall employ, for
its connection to ED, a firewall the National Computer Security
Association has certified.

j\. to access ED's web site, have Internet access through an Internet
Service Provider and a standard web browser. (ED's current external
Internet browser standard is Netscape 3.01 with the strong encryption
key \[128 bit\]).

k\. use basic office equipment to carry out this contract's functions
including, but not limited to

> 1\. computers and printers sufficient to handle the correspondence and
> editorial support tasks this contract requires. The contractor shall
> be able to furnish documents in Macintosh versions of software that ED
> will specify. At the time ED gives an assignment to the contractor, ED
> might specify that the contractor shall produce a document involving a
> specific type of software. Also, ED reserves the right to require the
> contractor to create products involving as-yet-undeveloped software.
> Text and layout programs ED currently uses include, but are not
> limited to, Microsoft Word, PageMaker, DeltaGraph, FreeHand,
> Photoshop, and Illustrator.
>
> 2\. at least one microfiche reader with printing capability for use as
> needed to handle inquiries that require examining individual applicant
> records. The microfiche reader(s) shall be capable of handling
> microfiche measuring approximately 4 1/2 inches x 5 3/4 inches or the
> metric equivalent.
>
> 3\. at least one image workstation to access images of the *Free
> Application for Federal Student Aid* (FAFSA), that is, to read actual
> completed FAFSAs that federal student aid applicants have submitted to
> ED.
>
> 4\. at least one photocopying machine necessary to perform this
> contract's work.
>
> 5\. at least one paper shredder to destroy confidential information.
>
> 6\. at least one facsimile machine.
>
> 7\. at least one date-stamp machine.

## IV.A.4: Meeting Security Requirements

The contractor shall

a\. ensure that the local network used for this contract complies with
the security requirements in ED's *Information Technology Security
Program (ITSP) Manual* and, where applicable, ED's *Information
Technology Security Manual.* The contractor also shall comply with
procedures in the following documents:

> 1\. U. S. Department of Education Standards
>
> • "U.S. Department of Education Automatic Data Processing (ADP)
> Technical Control Handbook"
>
> • "U.S. Department of Education Regulation 34"
>
> • "U.S. Department of Education Personnel Security---Suitability
> Program,
>
> Handbook #11"
>
> 2\. Congressional Laws
>
> • The "Privacy Act of 1974" (Public Law \[PL\] 93-579)
>
> • The "Freedom of Information Act of 1974" (PL 93-502)
>
> • The "Federal Managers' Financial Integrity Act of 1983" (PL 97-255)
>
> • The "Computer Fraud and Abuse Act of 1986" (PL 99-474)
>
> • The "Computer Security Act of 1987" (PL 100-235)
>
> 3\. Office of Management and Budget (OMB) Circulars
>
> • OMB Circular No. A-130, Appendix III, "Security of Federal Automated
>
> Information Systems"
>
> • OMB Circular No. 90-08, "Guidance for Preparation of Security Plans
> for
>
> Federal Computer Systems that Contain Sensitive Information"
>
> 4\. Federal Information Processing Publications (FIPS PUBS)
>
> • FIPS PUB 41, "Computer Security Guidelines for Implementing the
> Privacy Act of 1974"
>
> • FIPS PUB 83, "Guidelines on User Authentication Techniques for
> Computer Network Access Control"
>
> • FIPS PUB 87, "Guidelines for ADP Contingency Planning"
>
> • FIPS PUB 112, "Password Usage"
>
> • FIPS PUB 113, "Computer Data Authentication"

b\. ensure that its systems security safeguards contain measures
concerning

> 1\. telecommunications, encryption, and firewalls---the contractor
> shall provide effective security measures to protect from unauthorized
> access the contracting local system used to access ED data bases. The
> contractor shall encrypt telecommunication lines that transmit
> sensitive data.
>
> 2\. identification and authorization---the contractor shall ensure
> that the contracting local security system used to access ED data
> bases provides adequate user identification and authorization
> functionality. Identification shall be unique to each user, and the
> security contracting local system used
>
> to access ED data bases shall limit users to only those classes of
> information or system access the users need to do their jobs.
>
> 3\. passwords---in accordance with FIPS PUB 112, "Password Usage," the
> following password parameters shall apply for the contracting local
> system used to access ED data bases:
>
> i\. The security management process the contractor shall use shall be
> capable of managing passwords of at least six alphanumeric characters
> and shall include at least one numeric value in the character string.
> The contractor shall ensure that the password's length and makeup
> shall not show directly or indirectly on the log-in device. The
> contractor shall encrypt all passwords. The contractor shall be able
> to change the passwords at least once every 30 days. If such a change
> is not possible, the contractor shall explain why and shall request a
> waiver of the 30-day requirement.
>
> ii\. The security contracting local system shall notify the user
> automatically that his or her password has expired and shall specify
> the actions required to obtain a new password. The security
> contracting local system shall not allow users to reuse at least three
> previous passwords. Once a password expires, the security contracting
> local system shall lock the user's account; only the security
> administrator of the contracting local system shall be able to
> reinstate access to the system.
>
> 4\. sensitive data---the contractor shall ensure that it shall shred
> sensitive data in hard copy format when the data are no longer needed.
> (See IV.B.18.) When the contractor accesses or produces sensitive data
> from electronic media including, but not limited to, ED's data bases,
> the contractor shall erase the data to prevent reuse or retrieval once
> data are no longer needed. In addition, the contractor shall ensure it
> prints sensitive data in a controlled area and shall ensure that
> persons in the controlled area shall be authorized to have access to
> the data being printed. Further, the contractor shall store all
> correspondence responses in an archive server, not on individual work
> stations, and shall ensure limited access to the archive server.
>
> 5\. audit---the contractor shall provide an operating contracting
> local system (used to access ED data bases) that supports a security
> management audit trail. The system shall record, at a minimum, log-on
> attempts and failures and applicable commands or other related user
> activity. The contractor shall store the audit trail in the
> contracting local system used to access ED data bases or on tape. The
> contractor shall protect the audit trail from unauthorized access,
> modification, and destruction. The audit trail shall be completely
> recoverable without data loss.

c\. implement effective physical security safeguards to ensure the
protection of ED assets including, but not limited to, computer
facilities, equipment, data, and personnel. The contractor shall provide
security 24 hours a day. The contractor shall ensure that a controlled,
limited-access environment exists in all areas where government data are
maintained including, but not limited to, off-site storage facilities.

The contractor shall comply with the facility security requirements in
the *ITSP Manual.*

d\. ensure it complies with ED's clearance requirements and procedures
(as explained below) for all contractor and subcontractor personnel
participating in designing, operating, and maintaining this contract.
This compliance requirement applies to contractor and subcontractor
personnel having access to facilities where ED data are serviced or
stored. Requirements for personnel checks that these policies impose
vary with the sensitivity of the data each employee handles and with the
risk and magnitude of loss or harm associated with the type of position
and access each employee has.

> 1\. Personnel Clearance Requirements
>
> i\. The COTR is responsible for identifying by name all contract
> personnel and the contract labor categories of those contract
> personnel requiring access to ED systems. The COTR will ensure
> required paperwork is properly completed, reviewed for accuracy, and
> submitted to ED promptly before any contract employee works on
> sensitive parts of the contract.
>
> ii\. Contract personnel assigned to duties under this contract might
> be subject to ED investigation. ED's investigation might include, but
> not be limited to, the following:
>
> • Investigation of criminal record
>
> • Checking references on previous employment
>
> • Checking for defaulted student loans
>
> • Previous security clearances
>
> iii\. After reviewing the position duties for this contract and
> related system access, if any, ED will assign the appropriate
> clearance levels for contractor personnel. Each security level has
> limitations on when a person may begin contract tasks after submitting
> the proper clearance packages.
>
> 2\. Clearance Procedures
>
> i\. Contractor and subcontractor personnel shall complete and submit
> the required government forms based on level of clearance and job
> performed. A definition of the security levels follows:
>
> a\) High Risk (Level 6C)---High risk positions are those having
> potential for exceptionally serious impact because they involve duties
> especially critical to ED (for example, Project Director and security
> administrator).
>
> b\) Moderate Risk (Level 5C)---Moderate risk positions are those
> having the potential for moderate to serious impact (for example,
> persons who are responsible for directing, planning, designing,
> operating, or maintaining computer systems).
>
> c\) Low Risk (Level 1C)---Low-risk positions are those requiring
> access to computer systems (for example, application programmers).
>
> d\) Non-Disclosure Statement Positions (NS)---Depending on job
> responsibility and related limited systems access, signed copies of
> the "Privacy Act Statement" and "Declaration for Federal Employment"
> (OF-306) might be the only forms required. Individuals in this
> category perform duties that are closely monitored and supervised to
> ensure risk is limited (for example, data entry and documentation
> specialist).
>
> ii\. Should ED not require a contractor or subcontractor employee to
> undergo a background security screening, the following events shall
> occur:
>
> a\) ED must be confident that the contractor has adequate
> administrative and internal security controls in place to protect ED
> assets and information.
>
> \(1\) Internal System Controls: In the process of defining positions
> personnel, the contractor shall establish controls such as "least
> privilege," "separation of duties," and "individual accountability."
> "Least privilege" refers to granting contractor employees only the
> access to facilities and to ED systems needed to perform official
> duties. "Separation of duties" refers to dividing roles and
> responsibilities so that a single individual cannot subvert or control
> critical processes. "Individual accountability" refers to holding
> individual users responsible for their actions. Behavior on all the
> systems shall be according to established rules.
>
> \(2\) Internal system controls shall address the requirements
> indicated in the *ITSP Manual* and OMB Circular A-130, Appendix III.
> The contractor shall identify in its Security Plan these controls and
> their functionality.
>
> iii\. The contractor shall complete the required clearance forms, as
> follows:

+-------+---------------------------+------+-----+--------+-----+-----+
| [Fo   | [Title]{.underline}       | [Cop | [Hi | [Mod   | [L  | [   |
| rm]{. |                           | ies] | gh] | erate] | ow] | NS] |
| under |                           | {.un | {.u | {.unde | {.u | {.u |
| line} |                           | derl | nde | rline} | nde | nde |
|       |                           | ine} | rli |        | rli | rli |
|       |                           |      | ne} | [(5C)] | ne} | ne} |
|       |                           |      |     | {.unde |     |     |
|       |                           |      | [(6 | rline} | [(1 |     |
|       |                           |      | C)] |        | C)] |     |
|       |                           |      | {.u |        | {.u |     |
|       |                           |      | nde |        | nde |     |
|       |                           |      | rli |        | rli |     |
|       |                           |      | ne} |        | ne} |     |
+-------+---------------------------+------+-----+--------+-----+-----+
| OF-   | Declaration for Federal   | 2\*  | X   | X      | X   | X   |
| 306   | Employment                |      |     |        |     |     |
+-------+---------------------------+------+-----+--------+-----+-----+
| NS    | Non-Disclosure/Privacy    | 1    | X   | X      | X   | X   |
|       | Act Statement             |      |     |        |     |     |
+-------+---------------------------+------+-----+--------+-----+-----+
| S     | Questionnaire for Public  | 2\*  | X   | X      |     |     |
| F-85P | Trust Positions           |      |     |        |     |     |
+-------+---------------------------+------+-----+--------+-----+-----+
| SF-85 | Questionnaire for         | 2\*  |     |        | X   |     |
|       | Non-Sensitive Positions   |      |     |        |     |     |
+-------+---------------------------+------+-----+--------+-----+-----+
| F     | Fingerprint Card          | 1    | X   | X      | X   |     |
| D-258 |                           |      |     |        |     |     |
+-------+---------------------------+------+-----+--------+-----+-----+

\* Original and one copy

> iv\. The following steps are required for submitting employee
> clearance documents, once clearance levels are established for the
> various contract positions and the COTR has approved them.
>
> a\) The contractor's employees without previous clearance shall
> complete the required forms, as shown in the above table, based on the
> defined labor categories. (Note: Every employee must complete the
> Non-Disclosure/Privacy Act Statement and the OF 306.)
>
> \(1\) The contractor shall describe each applicant's various labor
> categories in sufficient detail to allow the COTR to decide which
> categories of employees need authorization for system access and, once
> employees have access, which would have the need or ability to bypass
> specific security controls. The ability and capability to bypass
> specific security controls is a major factor in determining any
> security clearance level.
>
> \(2\) The COTR will require applicants for system access to fill out a
> Non-Disclosure/Privacy Act Statement and an OF 306.
>
> \(3\) The COTR will check each applicant's name and Social Security
> Number for defaulted student loans. If ED identifies the applicant as
> being in default, the COTR will forward the information to the Debt
> Collection Service for appropriate action. If ED identifies the
> applicant as suitable for system access, ED then will determine the
> level of each applicant's access.
>
> b\) The contractor's managers with current (non-departmental) or
> previous clearances (including departmental), who are required to
> obtain a clearance for employment on this contract, shall complete a
> letter, on contractor letterhead, that provides
>
> Employee's full name Date and place of birth
>
> Social Security Number Type and level of security clearance
>
> Employer name (at time of investigation) Date of investigation
>
> Contract number Agency completing the investigation
>
> c\) Contractor employees with current or previous clearances who
> require upgrades due to changes in labor categories or system access
> shall provide additional paperwork, if necessary. The COTR will take
> the issue to the Computer Security Officer (CSO) for a ruling and a
> decision on what, if any, action is necessary.
>
> d\) If ED denies a required security clearance, the contractor
> employee shall be ineligible for assignment on this contract.
>
> v\. When the contractor removes employees from contract positions for
> any reason, the contractor shall
>
> a\) revoke all access authorizations and notify the COTR, within one
> working day, of the removal date and termination date. If termination
> is for cause, the contractor shall immediately revoke system access
> and follow up by notifying the COTR.
>
> b\) retrieve all keys, card keys, and badges allowing access to system
> facilities.
>
> c\) ensure terminated employees no longer have access to sensitive
> areas.
>
> d\) review with the departing employee the obligation to protect
> system, and ED Privacy Act, data and information.

e\. submit a Security Plan (Plan) that meets all applicable ADP security
requirements outlined in the *ITSP Manual*. The contractor shall prepare
the Plan in loose-leaf format to fit into a ringed binder. The
contractor shall submit one copy of the Plan to the COTR and one copy to
the Contracting Officer.

The contractor shall implement the Plan, once ED has approved it, to
ensure that security and Privacy Act requirements are maintained. The
Plan shall include controls the contractor has established or must
develop to maintain information integrity, availability, and
confidentiality, as these apply to the contractor's system.

The contractor shall prepare the Plan according to the *ITSP Manual* and
OMB Bulletin 90-08.

> 1\. The contractor's Plan shall have, at a minimum, the following
> sections:
>
> • Introduction
>
> • Computer Security Overview
>
> • Computer Security Management Approach
>
> • Computer Operations
>
> • Data Communication Operations
>
> • Operating System Security
>
> • Disaster Recovery Planning
>
> • Contingency Planning
>
> • Security Auditability
>
> 2\. Additionally, the Plan shall incorporate facility layouts,
> drawings and inspections, and procedures.

f\. prepare a Disaster Recovery Plan (Plan) for ED's review and
approval. The contractor shall prepare the Plan in loose-leaf format to
fit into a ringed binder. The contractor shall give one copy of the
final version of the Plan to the Contracting Officer and one to the
COTR. The contractor shall implement the Plan, once ED has approved it,
to ensure that services and functions will continue even if a major
disaster renders a key operational facility unusable.

The contractor shall prepare the Plan according to the guidelines and
procedures in FIPS Pub 87, "Guidelines for ADP Contingency Planning."

> 1\. Contingency Planning
>
> i\. The contractor shall include, at a minimum
>
> a\) procedures for responding to each type of disaster.
>
> b\) emergency response actions for the central site.
>
> c\) backup operations.
>
> d\) recovery operations---recovery operations shall include sufficient
> information to assure ED that at least 25 percent of the services
> under the ESC shall be restored within one working day, at least 50
> percent of those services shall be restored within three working days,
> and 100 percent of those services shall be restored within five
> working days.

ii\. In addition, the plan shall fully document the following:

> a\) possible alternate-site location(s)
>
> b\) procedures to move to the alternate site
>
> c\) procedures to demonstrate successfully the possible alternate
> site(s) and the site's ability to support the ESC requirements
>
> 2\. System Backup/Disaster Recovery
>
> i\. The contractor shall provide the hardware, software, and procedure
> for reliable backup and restoration of data stored. Specific
> requirements for data backup/recovery are as follows:
>
> a\) The backup system shall be able to fully back up/restore ESC data
> files in less than one hour.
>
> b\) The backup system shall be able to restore single and multiple
> files.
>
> c\) Backup software shall provide extensive error correction and
> detection.
>
> ii\. The contractor shall back up files incrementally on daily,
> weekly, and monthly bases. The contractor shall keep daily backups for
> at least a week, shall keep weekly backups for at least a month, and
> shall keep monthly backups for at least a year. The contractor shall
> provide off-site storage of all backup data.

### PHASE B: PRODUCTION

### IV.B.1: Answering Control Correspondence

The contractor shall

a\. no sooner than two months after the date of Phase B startup, begin
reviewing all correspondence the contractor retrieves from the Training
and Program Information Division's (TPID's) correspondence pickup
box---currently located in Room 3013, Regional Office Building 3
(ROB-3), 7th and D Streets, SW, Washington, DC---or from another
location(s) ED might designate.

1\. The contractor shall determine whether the subject matter is
appropriate for TPID or whether the correspondence shall go to another
ED office, ED contractor, federal agency, or another entity for
response. If the contractor determines any entity other than TPID must
respond, the contractor shall return the correspondence to the COTR,
adding a notation to the correspondence indicating why the contractor is
unable to respond.

2\. The contractor shall forward, or return, original documents the
correspondence might contain.

> i\. The contractor shall forward original FAFSAs and SARs to ED's
> Central Processing System (to an address ED will provide), as long as
> ED's processing deadline has not passed (that deadline is August 31
> each year). The contractor shall indicate in the response the
> contractor prepares that the FAFSA and/or SAR has been forwarded. If
> the deadline has passed, the contractor shall include, as part of the
> response package the contractor prepares (see IV.B.1.o), the original
> FAFSAs and SARs and shall explain in the response why the materials
> are being returned.
>
> ii\. The contractor shall return to the COTR all other personal
> documents the correspondence might contain. The contractor also shall
> return to the COTR any correspondence containing checks, plus the
> checks themselves.

Although the contractor shall not begin screening correspondence sooner
than two months after the date of Phase B startup, the contractor shall
begin preparing responses to correspondence immediately on the date of
Phase B startup.

b\. use a date-stamp machine to record, on the correspondence tracking
sheet, the date the contractor receives each piece of control
correspondence.

c\. contact a congressional office (for congressional correspondence) or
the inquirer (when the correspondence is not from a member of Congress)
when the following circumstances occur simultaneously: The
correspondence does not contain, or is unclear about, information
necessary to prepare a complete, accurate response, and the situation is
of sufficient urgency to warrant contacting the appropriate party to
obtain that information in the most expeditious way possible (including,
but not limited to, using the telephone). Due to Privacy Act
considerations, however, the contractor shall not use electronic mail
(e-mail) to obtain information.

> 1\. Examples of necessary information the correspondence might not
> contain include, but are not limited to, the inquirer's or---in the
> case of correspondence from a member of Congress---the constituent's
> Social Security Number, date of birth, loan type, and school attended.
> Another example is congressional correspondence that does not contain
> a properly authorized Privacy Act release form, allowing a
> Congressperson (or his or her constituent) to receive information on a
> student's behalf.

2\. A situation of sufficient urgency includes, but is not limited to,
an inquirer who needs, by a certain date, information about student
financial aid or a resolution to a student financial aid problem. (For
example, an aid applicant might have a problem with his or her Student
Aid Report \[SAR\], and the SAR deadline is soon approaching; the
inquirer needs to submit the SAR by the deadline.) Another example of
sufficient urgency is a politically sensitive letter; in such a case, ED
will direct the contractor to reply quickly in a particular situation.

> 3\. If a congressional office sends ED the inquiry, the contractor
> shall contact the congressional office to obtain the necessary
> information. If the White House refers the inquiry, or if the inquirer
> writes ED directly, the contractor shall contact the inquirer
> directly. If the contractor chooses to use the telephone as the method
> of contact, and the inquirer does not include his or her telephone
> number, the contractor shall call directory assistance to obtain the
> inquirer's telephone number. If the contractor cannot obtain the
> correct number from directory assistance, the contractor shall reply
> to the inquirer in writing.

4\. When the contractor makes a contact as described in this task, the
contractor shall prepare a summary of the information the contractor
obtained. The contractor shall include that summary as part of the
response's file box copy. (Section J makes available a sample file box
copy.) The contractor's summary shall contain legible, easily
comprehensible information including, but not limited to, the
correspondence control number; the date the contractor obtained the
information; from whom the contractor obtained the information; and a
description of the information the contractor gathered.

> 5\. In cases such as, but not limited to, the SAR deadline situation
> described in paragraph 2 above, the contractor shall respond by
> telephone in place of a written response when a telephone response can
> answer the inquiry completely. The contractor shall first check with
> the COTR to determine whether a telephone response is sufficient. When
> the contractor responds by telephone instead of by written response,
> the contractor shall summarize information about the telephone
> conversation(s). The summary shall contain legible, easily
> comprehensible information including, but not limited to, the
> correspondence control number, the person(s) to whom the contractor's
> staff spoke, the response the contractor's staff gave the inquirer,
> and the date(s) the contractor's staff made the call(s). The
> contractor shall attach the summary to the incoming correspondence and
> return both to ED.

d\. access, when necessary, the Central Processing System (CPS) to
determine what information a student has reported on his or her *Free
Application for Federal Student Aid* (FAFSA). The contractor also shall
be able to access an image of the FAFSA. The contractor shall access the
CPS in situations that include, but are not limited to, the inquirer's
asking about a processing delay or stating that his or her FAFSA has
been processed incorrectly and thus contains incorrect information. The
contractor shall include in the response the information the contractor
found when accessing this data base.

> 1\. When answering correspondence from an inquirer questioning the
> amount of federal student aid received (or why he or she received no
> aid), the contractor shall include with the response's file box copy
> certain printouts of the FAFSA transaction screen currently called,
> "Financial and Miscellaneous Screen." The contractor shall include all
> such screen printouts for all FAFSA transactions relevant to preparing
> a complete, accurate response. The contractor shall include all
> appropriate FAFSA transactions not only from the current award year
> but also from relevant previous award years. The contractor shall
> continue this process if ED renames the FAFSA transaction screen or
> provides the information in some other electronic format.
>
> 2\. Contractor staff who review a student aid applicant's record and
> discuss it with anyone shall enter a notation on the data base
> telephone log line describing to whom the staff spoke and what the
> staff discussed.

e\. generate a request, through the CPS, to send a duplicate Student Aid
Report (SAR) to an inquirer who states he or she did not receive a SAR,
but shall do so only when the contractor can tell that at least four
weeks have passed since the inquirer submitted a FAFSA.

f\. when necessary to prepare complete, accurate responses, access one
or more of the other ED data bases IV.A.3.b describes. The contractor
shall include in its responses all relevant information the contractor
finds when accessing one or more of these data bases.

g\. calculate accurately a student's Expected Family Contribution (EFC)
when the inquirer (or inquirer's parent) does not understand why the
inquirer is not eligible for federal student financial assistance or
believes the assistance is not adequate. In preparing the calculation,
the contractor shall use worksheets ED will provide. The contractor
shall include the correct EFC calculation as part of the completed
response.

h\. conduct research, when necessary, to answer completely and
accurately all issues and questions in correspondence including, but not
limited to, correspondence involving casework. (See Section III A 1 iv
of this SOW for a description of requirements for preparing casework
responses; that section's language is incorporated into this task by
reference.) In evaluating its research findings, the contractor shall
determine accurately whether it needs to do more research. If, in
preparing any final response, the contractor realizes it needs to do
more research to prepare a complete, accurate response, the contractor
shall conduct all necessary followup research before submitting any
final response to ED. As part of the response's file box copy, the
contractor shall include legible and easily comprehensible evidence of
the research findings so that ED can compare the facts the contractor
has uncovered with the completed response.

The contractor shall use its best judgment to obtain complete, accurate
information in the most expeditious way possible including, but not
limited to, using the telephone, facsimile machine, the Internet, and
all other state-of-the-art technology.

i\. summarize briefly and accurately in the response's first paragraph
the major issues the correspondence contains.

j\. prepare complete, accurate, and clear responses. A "complete"
response addresses each issue and each question in the current
correspondence and, when relevant, incorporates all information from
appropriate prior correspondence (see IV.B.1.v). An "accurate" response
contains no typographical and spelling errors and no errors of fact or
omission. A "clear" response links all sentences and all paragraphs so
that the response presents information logically and smoothly with no
confusion and ambiguity. The contractor shall ensure correct grammar and
principles of clear writing as specified in the most current college
edition of *The American Heritage Dictionary* (and other dictionaries ED
might require the contractor to use in the future), Strunk and White's
*The Elements of Style*, *The Chicago Manual of Style* (14th edition and
any subsequent editions), *Words Into Type* (12th edition and any
subsequent editions), and other writing guides ED might require the
contractor to use including, but not limited to, ED-developed style
guides. (See IV.B.4.) Section III A 1 iv of this SOW provides additional
information about what ED expects in its responses; that section's
language is incorporated into this task by reference. In preparing
responses, the contractor also shall follow ED preferences, defined as
instructions UNIQUE TO ED that do NOT involve the good grammar
principles, good writing principles, and other instructions contained in
all dictionaries and guides ED might require the contractor to follow.

k\. conduct quality control checks---before responses reach ED for
review---to ensure responses are complete, accurate, and clear,
according to the principles in paragraph j above. Mid-level supervisors
shall ensure the contractor's writing staff sees, and learns from, all
changes resulting from quality control checks.

l\. prepare responses using the approved signature block of the correct
ED official (Secretary; Assistant Secretary; Chief Operating Officer;
Director, Training and Program Information Division \[Division
Director\]); and the approved signature block of other ED officials when
ED directs. The tracking sheet attached to the correspondence shows the
title of the official for whom the contractor shall prepare the
response. The contractor shall store and use the correct ED stationery
that ED will supply. For Division Director letters and, when ED directs,
for letters for other officials, the contractor shall use the correct
scanned-in signature ED will provide.

m\. enclose all information materials relevant to the issues and
inquiries in the correspondence. Information materials include, but are
not limited to, ED student aid publications, the FAFSA, ED fact sheets,
and Title IV regulations. The contractor shall include such materials
whenever the correspondence contains general questions about federal
student aid including, but not limited to, what types of federal student
aid exist, how to apply for federal student aid, why the inquirer did
not receive federal student aid (or why he or she did not receive
sufficient aid), whether the inquirer can receive deferments or
forbearance on federal student loans, and what options are available to
repay defaulted federal student loans. The contractor shall explain in
the response what materials are enclosed. The contractor shall bill ED
for including materials with completed responses only under this
sub-task and shall not also bill under IV.B.12.

n\. in the following cases, provide completed responses on PC-formatted
disks (in addition to hard copy) and in IBM-compatible format: when the
contractor prepares responses for the Secretary's signature and, when ED
directs, when the contractor prepares certain responses for the
Assistant Secretary's signature.

o\. prepare a response package, enclose all parts of that package in
either a red or a dark blue pocket folder (unless ED later approves
different colors or different methods of furnishing responses), and send
each folder to ED. The contractor shall forward to ED in red pocket
folders all responses prepared for signature above the Division Director
level (that is, responses prepared for the Secretary, Assistant
Secretary, or Chief Operating Officer). The contractor shall forward to
ED in dark blue pocket folders (1) responses prepared for the Division
Director's signature (which will be the vast majority of responses) and
(2) responses prepared for other ED officials when ED directs. The
contractor shall supply all pocket folders.

> 1\. A response package shall consist of
>
> i\. the written response to the inquirer prepared on the appropriate
> ED-supplied stationery.
>
> ii\. an 8 1/2 inch x 11 inch (or metric equivalent) clear, plastic
> cover labeled "Executive Correspondence" (that ED will supply), placed
> over the original response.
>
> iii\. the correct number of copies of the response correctly marked
> with the name of each copy's recipient in the upper right hand corner
> of page one of the copy.
>
> iv\. correct information materials as described in IV. B.1.m.
>
> v\. an ED-franked envelope of a size suitable to the contents being
> mailed (size 4 inches x 9 1/2 inches or 9 1/2 inches x 12 inches or
> their metric equivalents). ED will supply all envelopes. The 4 inch x
> 9 1/2 inch envelope will be a window envelope, and the inquirer's
> correct address shall be completely and clearly visible through the
> window. The 9 1/2 inch x 12 inch envelope shall show the inquirer's
> complete and correct address.
>
> The contractor shall assemble the response package properly (see
> Section J).
>
> 2\. The contractor shall place the following information on the front
> of each response package folder: the last name of the member of
> Congress (if any) who has sent the correspondence on behalf of a
> constituent, followed by the last name of the constituent (or of the
> inquirer, if no member of Congress is involved), followed by the
> correspondence control number, followed by the due date from the
> correspondence tracking sheet. The contractor shall ensure that all
> information is legible and contained in an area measuring no larger
> than 3 inches x 2 inches (or the metric equivalent).

p\. forward to ED completed responses within three working days after
the contractor receives the correspondence. For example, if the
contractor receives correspondence on Monday, the contractor shall
return the completed response to ED no later than Thursday, assuming
that all four days are work days. (For responses prepared in languages
other than English, see IV.B.8.)

ED establishes the following exceptions to turnaround times when the
contractor conducts research to prepare responses:

1\. If preparing a complete, accurate response requires the contractor
to conduct research (see IV.B.1.h), the contractor shall complete the
response and return it to ED within six working days after the
contractor receives the correspondence. If, according to the date on the
correspondence tracking sheet, the correspondence is already overdue
when the contractor receives it, the contractor shall first prepare an
interim response for the inquirer, acknowledging the delay, and shall
deliver the interim to ED within one working day after the contractor
receives the overdue correspondence. The final response shall contain,
in the first paragraph, a reference to the fact that the inquirer has
already received an interim on this subject.

> 2\. If the contractor cannot complete a response within six working
> days after receiving the correspondence because the contractor cannot
> obtain all the information necessary from sources within or outside
> ED, the contractor shall inform the COTR (within the six-working-day
> period) about the steps the contractor has taken to obtain the
> information and the reasons the contractor has been unsuccessful. The
> contractor then shall prepare an interim response for the inquirer,
> acknowledging the delay, and shall deliver the interim to ED within
> one working day after discussing the correspondence with the COTR. The
> contractor then shall have up to four working days, in addition to the
> original six working days, to complete the final response and return
> it to ED. The final response shall contain, in the first paragraph, a
> reference to the fact that the inquirer has already received an
> interim on this subject.

q\. shall incorporate correctly all ED comments and corrections ED might
provide as the result of reviewing the contractor's responses. Mid-level
supervisors shall ensure the contractor's writing staff sees, and learns
from, the comments and corrections ED makes. If ED has to return
correspondence for the contractor to redo, ED will consider the lapsed
time a contractor-caused delay.

r\. re-mail responses, without charging ED mailing costs, if responses
are returned to ED because the contractor erred in preparing mailing
addresses.

s\. return telephone calls from inquirers who have questions and
concerns about responses the contractor has prepared. The contractor
shall provide all appropriate additional information to inquirers. The
contractor also shall prepare and return to ED a legible, easily
comprehensible summary of the results of the contractor's call

t\. in response to occasional "write-in" campaigns from the general
public about a particular issue, develop form letter responses with
personalized addresses when ED directs.

u\. prepare responses that require inserting referral data of, but not
restricted to, five lines of text that ED will provide. Examples of such
data include, but are not limited to, ED regional office addresses, ED's
Office of Inspector General address, foreign consulate addresses, and
other federal agencies' addresses. The contractor shall include the
insertions in an otherwise regular control response and shall make
sufficient copies of the response so that ED can send a copy to the
referral address, if appropriate. For some offices outside ED that ED
will specify, the contractor also shall include an envelope of a size
suitable to the contents being mailed; the envelope shall show the
referral address.

v\. respond promptly to detailed questions from ED about individual
pieces of correspondence and shall, when ED directs, retrieve from the
contractor's files and forward to ED the complete files for any
responses the contractor has prepared in the preceding two calendar
years. The complete file for a response shall consist of a copy of the
incoming correspondence; any related documentation including, but not
limited to, a research summary; and the outgoing response. The
contractor also shall retain in its files, for two calendar years from
the date of contractor receipt, all correspondence (paper and
electronic) the contractor has received from, or that relates to, an
inquirer, even if the contractor did not prepare a response to that
correspondence.

**IV.B.2: Answering Non-Control Correspondence (Paper and Electronic
Mail \[E-Mail\])**

The contractor shall

a\. no sooner than two months after the date of Phase B startup, begin
reviewing all correspondence the contractor retrieves from

> • ED's Post Office Box 84, Ben Franklin Station, 12th Street and
> Pennsylvania Avenue, NW, Washington, DC.
>
> • the Training and Program Information Division's (TPID's)
> correspondence pickup box, currently located in Room 3013, Regional
> Office Building 3 (ROB-3), 7th and D Streets, SW, Washington, DC.
>
> • ED's SFA e-mail box.
>
> • another location(s) ED might designate.
>
> 1\. The contractor shall determine whether the subject matter is
> appropriate for TPID or whether the correspondence shall go to another
> ED office, ED contractor, federal agency, or another entity for
> response.
>
> i\. If the contractor determines any ED office other than TPID must
> respond,
>
> a\) the contractor shall redirect paper correspondence by (1)
> addressing a messenger envelope with the correct ED office name and
> room number and (2) returning the correspondence to TPID via the
> contractor's courier. The courier shall place the messenger envelope
> in TPID's outgoing mail tray in Room 3013, ROB-3 (or in some future
> room ED might specify).
>
> b\) the contractor shall redirect e-mails to the appropriate ED e-mail
> addresses ED will provide.
>
> ii\. If the contractor determines any entity other than an ED office
> must reply, the contractor shall return paper correspondence to the
> COTR and shall redirect e-mails to ED's SFA e-mail box. The contractor
> shall add a notation, to both paper and e-mail correspondence,
> indicating why the contractor is unable to respond.

2\. The contractor shall refer to the COTR all correspondence the
contractor is unable to answer or refer to another entity. Such
correspondence includes, but is not limited to

> i\. correspondence that must be converted to control correspondence
> (examples include, but are not limited to, correspondence addressed to
> ED's Chief Operating Officer or to TPID's Division Director and
> correspondence of a politically sensitive nature).
>
> ii\. paper correspondence containing original personal documents
> including, but not limited to, checks and personal identification
> materials.

ED might use the P.O. Box 84 address as a central point for receiving
certain correspondence from postsecondary schools or libraries, such as,
but not limited to, answers to ED questionnaires. The contractor also
shall forward such correspondence to the COTR.

> 3\. Privacy Act restrictions prohibit the contractor from providing
> certain information to inquirers via e-mail, including, but not
> limited to, applicant and borrower record information. In these cases,
> the contractor shall not return such e-mail correspondence to ED but
> shall send an e-mail to the inquirer, requesting him or her to
> resubmit to ED all issues in a signed letter.

4\. The contractor shall forward original FAFSAs and SARs to ED's
Central Processing System (to an address ED will provide), as long as
ED's processing deadline has not passed (that deadline is August 31 each
year). The contractor shall indicate in the response the contractor
prepares that the FAFSA and/or SAR has been forwarded. If the deadline
has passed, the contractor shall return original FAFSAs and SARs to
inquirers with an appropriate form letter ED will specify.

Although the contractor shall not begin screening correspondence sooner
than two months after the date of Phase B startup, the contractor shall
begin preparing responses to correspondence immediately on the date of
Phase B startup.

b\. use a date-stamp machine to record, on each piece of paper
correspondence, the date the contractor receives the correspondence.

c\. contact the inquirer, in certain cases involving paper
correspondence only, to obtain additional information before preparing a
response.

1\. The contractor shall contact the inquirer when the following
circumstances occur simultaneously: The correspondence does not contain,
or is unclear about, information necessary to prepare a complete,
accurate response, and the situation is of sufficient urgency to warrant
contacting the inquirer to obtain that information in the most
expeditious way possible (including, but not limited to, using the
telephone). Due to Privacy Act considerations, however, the contractor
shall not use electronic mail (e-mail) to obtain information.

i\. Examples of necessary information the correspondence might not
contain include, but are not limited to, the inquirer's Social Security
Number, date of birth, loan type, and school attended. Another example
is correspondence that does not contain a properly authorized Privacy
Act release form, allowing an inquirer to receive information on a
student's behalf.

> ii\. A situation of sufficient urgency includes, but is not limited
> to, an inquirer who needs, by a certain date, information about
> student financial aid or a resolution to a student financial aid
> problem. (For example, an aid applicant might have a problem with his
> or her Student Aid Report \[SAR\], and the SAR deadline is soon
> approaching; the inquirer needs to submit the SAR by the deadline.)
>
> iii\. If the contractor chooses to use the telephone as the method of
> contact, and the inquirer does not include his or her telephone number
> in the correspondence, the contractor shall call directory assistance
> to obtain the inquirer's telephone number. If the contractor cannot
> obtain the correct number from directory assistance, the contractor
> shall reply to the inquirer with a paper response.

2\. When the contractor makes a contact as described in this task, the
contractor shall prepare a summary of the information the contractor
obtained. The contractor shall retain that summary as part of the
response's file. The contractor's summary shall contain legible, easily
comprehensible information including, but not limited to, the date the
contractor obtained the information; from whom the contractor obtained
the information; and a description of the information the contractor
gathered.

> 3\. In cases such as, but not limited to, the SAR deadline situation
> described in paragraph ii above, the contractor shall respond by
> telephone in place of a written response when a telephone response can
> answer the inquiry completely. When the contractor responds by
> telephone instead of by written response, the contractor shall
> summarize information about the telephone conversation(s). The summary
> shall contain legible, easily comprehensible information including,
> but not limited to, the person(s) to whom the contractor's staff
> spoke, the response the contractor's staff gave the inquirer, and the
> date(s) the contractor's staff made the call(s). The contractor shall
> retain the summary, the incoming correspondence, and the completed
> response in the contractor's non-control correspondence files.

d\. access, when necessary, the Central Processing System (CPS) to
determine what information a student has reported on his or her *Free
Application for Federal Student Aid* (FAFSA). The contractor also shall
be able to access an image of the FAFSA. The contractor shall access the
CPS in situations that include, but are not limited to, the inquirer's
asking about a processing delay or stating that his or her FAFSA has
been processed incorrectly and thus contains incorrect information. The
contractor shall include in the response the information the contractor
found when accessing this data base.

All contractor staff who review a student aid applicant's record and
discuss it with anyone shall enter a notation on the data base telephone
log line describing to whom the staff spoke and what the staff
discussed.

e\. generate a request, through the CPS, to send a duplicate Student Aid
Report (SAR) to an inquirer who states he or she did not receive a SAR,
but shall do so only when the contractor can tell that at least four
weeks have passed since the inquirer submitted a FAFSA.

f\. when necessary to prepare complete, accurate responses, access one
or more of the other ED data bases IV.A.3.b describes. The contractor
shall include in its responses all relevant information the contractor
finds when accessing one or more of these data bases.

g\. calculate accurately a student's Expected Family Contribution (EFC)
when the inquirer (or inquirer's parent) does not understand why the
inquirer is not eligible for federal student financial assistance or
believes the assistance is not adequate. In preparing the calculation,
the contractor shall use worksheets ED will provide. The contractor
shall include the correct EFC calculation as part of the completed
response, which shall be a paper response.

h\. conduct research, when necessary, to answer completely and
accurately all issues and questions in correspondence including, but not
limited to, correspondence involving casework. (See Section III A 1 iv
of this SOW for a description of requirements for preparing casework
responses; that section's language is incorporated into this task by
reference.) In evaluating its research findings, the contractor shall
determine accurately whether it needs to do more research. If, in
preparing any final response, the contractor realizes it needs to do
more research to prepare a complete, accurate response, the contractor
shall conduct all necessary followup research before sending out any
final response. As part of the response's file, the contractor shall
retain legible and easily comprehensible evidence of the research
findings so that ED may compare the facts the contractor has uncovered
with the completed response.

The contractor shall use its best judgment to obtain complete, accurate
information in the most expeditious way possible including, but not
limited to, using the telephone, using the facsimile machine, the
Internet, and all other state-of-the-art technology.

i\. summarize briefly and accurately in the response's first paragraph
the major issues the correspondence contains.

j\. prepare complete, accurate, and clear responses. A "complete"
response addresses each issue and each question in the current
correspondence and, when relevant, incorporates all information from
appropriate prior correspondence (see IV.B.2.s). An "accurate" response
contains no typographical and spelling errors and no errors of fact or
omission. A "clear" response links all sentences and all paragraphs so
that the response presents information logically and smoothly with no
confusion and ambiguity. The contractor shall decide correctly whether a
form letter response answers completely and accurately all issues and
questions the correspondence contains. If not, the contractor shall
incorporate standard paragraphs and/or shall include custom writing the
contractor shall develop. The contractor shall ensure correct grammar
and principles of clear writing as specified in the most current college
edition of *The American Heritage Dictionary* (and other dictionaries ED
might require the contractor to use in the future), Strunk and White's
*The Elements of Style, The Chicago Manual of Style* (14th edition and
any subsequent editions), *Words Into Type* (12th edition and any
subsequent editions), and all other writing guides ED might require the
contractor to use including, but not limited to, ED-developed style
guides. (See IV.B.4.) Section III A 1 iv of this SOW provides additional
information about what ED expects in its responses; that section's
language is incorporated into this task by reference. In preparing
responses, the contractor also shall follow ED preferences, defined as
instructions UNIQUE TO ED that do NOT involve the good grammar
principles, good writing principles, and other instructions contained in
all dictionaries and guides ED might require the contractor to follow.

k\. conduct quality control checks to ensure responses are complete,
accurate, and clear, according to the principles in paragraph j above.
The contractor shall ensure that it spot checks form letter responses
and reviews all responses containing (1) standard paragraphs the
contractor has incorporated and (2) custom writing the contractor has
developed. Mid-level supervisors shall ensure the contractor's writing
staff sees, and learns from, all changes resulting from quality control
checks.

l\. for paper correspondence, use the scanned signature of the Director,
Division of Training and Program Information and shall store and use the
correct ED stationery that ED will supply. For e-mail correspondence,
the contractor shall use a standard signature block ED will provide.

m\. for paper responses, enclose all information materials relevant to
the issues and inquiries in the correspondence. Information materials
include, but are not limited to, ED student aid publications, the
(FAFSA), ED fact sheets, and Title IV regulations. The contractor shall
include such materials whenever the correspondence contains general
questions about federal student aid including, but not limited to, what
types of federal student aid exist, how to apply for federal student
aid, why the inquirer did not receive federal student aid (or why he or
she did not receive sufficient aid), whether the inquirer can receive
deferments or forbearance on federal student loans, and what options are
available to repay defaulted federal student loans. The contractor shall
explain in the response what materials are enclosed. The contractor
shall bill ED for including materials with completed responses only
under this sub-task and shall not also bill under IV.B.12.

In answering e-mail correspondence, when the contractor determines that
ED materials are necessary, the contractor shall instruct inquirers to
obtain those materials from, when possible, ED's web site (the
contractor shall include web address\[es\] ED will provide). If
materials are not available on ED's web site, the contractor shall
provide the Federal Student Aid Information Center's toll-free number in
the response.

n\. send out completed responses within two working days after the
contractor receives the correspondence. For example, if the contractor
receives correspondence on Monday, the contractor shall send out the
completed response no later than Wednesday, assuming that all three days
are work days. (For responses prepared in languages other than English,
see IV.B.8.) The contractor shall not send preliminary, or interim,
responses except in cases involving research/casework responses for
e-mail (see paragraph 1 i below).

> 1\. ED establishes the following exceptions to turnaround times when
> the contractor conducts research to prepare responses:
>
> i\. If preparing a complete, accurate response requires the contractor
> to conduct research (see IV.B.2.h), the contractor shall send out
> completed responses to inquirers within five working days after the
> contractor receives the correspondence. For e-mail only, the
> contractor shall send an interim response to the inquirer within one
> working day after the contractor receives the inquirer's e-mail,
> explaining that the contractor requires more than two working days to
> respond because the contractor is conducting research. The final
> e-mail response shall contain, in the first paragraph, a reference to
> the fact that the inquirer has already received an interim on this
> subject.
>
> ii\. If the contractor cannot complete a response within five working
> days after receiving the correspondence because the contractor cannot
> obtain all the information necessary from sources within or outside
> ED, the contractor shall prepare an interim response for the inquirer,
> acknowledging the delay. The contractor shall send the interim to the
> inquirer within one working day after discovering the contractor needs
> additional time. The contractor then shall have up to three working
> days, in addition to the original five working days, to send out the
> final response. The final response shall contain, in the first
> paragraph, a reference to the fact that the inquirer has already
> received an interim on this subject.
>
> 2\. For e-mail responses, the contractor shall, when ED directs,
> forward electronic courtesy copies and/or blind copies to up to three
> ED staff members.

o\. for e-mail responses that come back to the contractor as
undeliverable (but solely because of factors the contractor cannot
control), send the response a second time. If the second response comes
back to the contractor as undeliverable, the contractor shall not
attempt to send another e-mail response. If the inquirer included a
regular mailing address as part of the e-mail correspondence, the
contractor shall convert the e-mail response to a paper response and
shall mail it to the inquirer. The contractor also shall keep a record
in its files that it tried to send an e-mail response twice and that
both e-mails were undeliverable.

p\. shall prepare and send a revised response to an inquirer if ED
discovers an error of fact or omission when ED does its surveillance of
completed non-control responses. In such cases, the contractor's
mid-level supervisors shall ensure the contractor's writing staff sees,
and learns from, the corrections ED makes. If ED has to return
correspondence for the contractor to redo, ED will consider the lapsed
time a contractor-caused delay.

q\. re-send responses (and re-send paper responses without charging ED
mailing costs) if responses are returned to ED because the contractor
erred in preparing the mailing address.

r\. return telephone calls from inquirers who have questions and
concerns about responses the contractor has prepared. The contractor
shall provide all appropriate additional information to inquirers.

s\. respond promptly to detailed questions from ED about individual
pieces of correspondence and shall, when ED directs, retrieve from the
contractor's files and forward to ED the complete file for any response
the contractor has prepared

> 1\. in the preceding six months, for correspondence NOT related to
> application processing concerns. Because the contractor cannot provide
> e-mail responses related to application processing concerns (ED
> requires a signed letter from the inquirer), the contractor shall
> retain all e-mail correspondence for not more than six months.
>
> 2\. in the preceding two calendar years, for correspondence related to
> application processing concerns.

The complete file for a response shall consist of a copy of the incoming
correspondence and a notation of which form letter the contractor used
to respond, if the contractor used a form letter. If the response
consisted of a modified form letter, that is, the contractor
incorporated standard paragraphs and/or custom writing, the complete
file shall consist of a copy of the incoming correspondence; any related
documentation including, but not limited to, a research summary; and the
outgoing response.

The contractor also shall retain in its files, for either six months or
two calendar years, as specified above, all correspondence (paper and
electronic) the contractor has received from, or that relates to, an
inquirer, even if the contractor did not prepare a response to that
correspondence.

### 

### 

### IV.B.3: Accessing the Contractor's Data Base(s) and E-Mail History 

The contractor shall

a\. establish a data base(s) for all control and non-control
correspondence and ensure ED will access the data base(s) from TPID's
site. ED will be able to read and print out all correspondence and all
responses the contractor has prepared during, at a minimum, the previous
six months. (See IV.B.2.s for retention periods.)

b\. tag or label each non-control response in the data base(s) so that
when ED accesses the data base(s) from TPID's site, ED will distinguish
the type of non-control response the contractor has prepared. The types
shall include, but not be limited to, form letters, interims, custom
letters (involving standard paragraph selection and/or custom writing),
and casework---or research---responses.

c\. ensure ED will obtain from the data base(s) all information
necessary to respond to questions on the status of all correspondence
received between the previous six months, at a minimum, and the
preceding two calendar years, at a maximum. (See IV.B.1.v and IV.B.2.s.)

d\. ensure ED will have access to the contractor's data base(s) from
6:00 a.m. through 8:00 p.m., Eastern time, Monday through Friday---minus
any down time the contractor requires to perform basic maintenance and
upgrades to the contractor's data base(s) and/or network(s).

e\. bill ED for a one-time charge to connect TPID to the contractor's
data base(s) and shall bill ED thereafter only when the contractor
corrects problems and provides necessary upgrades that are solely
related to TPID's connection to the contractor's data base(s). The
contractor shall not bill ED for fixing, upgrading, and maintaining the
data base(s) itself.

f\. connect TPID to the contractor's data base(s) using the most
expeditious method.

g\. ensure that both ED and the contractor have full access to ED's SFA
e-mail box. The contractor shall ensure, at a minimum, that ED staff can
observe, from TPID's site, the date e-mail from the public comes in to
the SFA e-mail box and the date the contractor sends out responses to
those e-mails or refers e-mails to another ED office. The contractor
also shall ensure that ED can read incoming e-mails and their
corresponding responses.

# 

# IV.B.4: Supplying Staff with Dictionaries and Writing/Style Guides 

The contractor shall supply the following dictionary and writing/style
guides for its writing staff to use: the most current college edition of
*The American Heritage Dictionary,* (and other dictionaries ED might
require in the future), Strunk and White's *The Elements of Style, The
Chicago Manual of Style* (14th edition and any subsequent editions),
*Words Into Type* (12th edition and any subsequent editions), and all
other writing guides ED might require the contractor to use including,
but not limited to, ED-developed style guides. The contractor shall
provide sufficient copies of all dictionaries and guides to ensure a
ratio of one set of dictionaries and guides for every four writers,
assuming the writing staff consisted of at least four persons. The
contractor shall bill ED directly for these dictionaries and guides,
except the contractor shall not bill for guides ED develops for the
contractor to use.

### 

### 

### IV.B.5: Providing Courier Service 

The contractor shall

a\. provide courier service between ED and the contractor's site twice
daily, except on federal holidays and except for other times when ED
directs. The courier service shall pick up from TPID incoming control
and non-control paper correspondence and shall deliver to TPID completed
responses. The courier service also shall deliver to TPID certain
misdirected correspondence (see IV.B.1.a and IV.B.2.a). The courier
service also shall pick up and deliver other materials ED will specify.
The contractor shall ensure that---each working day---the courier shall
arrive at ED no later than 10:00 a.m. and shall arrive again between
2:00 p.m. and 3:00 p.m. Pickup and delivery from TPID shall occur in
Room 3013, Regional Office Building 3 (ROB-3), 7th and D Streets, SW,
Washington, DC, or in another room ED might designate in the future.

b\. also pick up non-control correspondence daily at Post Office Box 84,
Ben Franklin Station, 12th Street and Pennsylvania Avenue, NW. This
pickup shall occur either immediately before, or immediately after, the
courier's morning pickup at TPID.

c\. provide an additional courier delivery and pickup on days when ED
notifies the contractor before 1:00 p.m. that ED requires this service.

d\. ensure that all couriers understand completely the pickup and
delivery system and that couriers shall not require instructions from ED
staff.

**IV.B.6: Preparing Control and Non-Control Correspondence Reports and
Other Reports**

The contractor shall

a\. provide, on a weekly basis, complete and accurate verbal counts of
control and non-control correspondence answered during the previous
week.

b\. provide accurate weekly written counts of all
correspondence---control and non-control---received, pending (including
an explanation of why the correspondence is pending), and completed.
Within these broad categories, the contractor shall provide counts on
specific categories of correspondence including, but not limited to,
standard inquiries, e-mails, form letters, casework, revised responses,
P.O. Box 84 correspondence received, ROB-3 correspondence received, and
misdirected correspondence. The contractor also shall include
information on correspondence by subject category including, but not
limited to, application processing questions, closed school issues,
defaulted loans, financial aid eligibility, and loan repayment
questions.

c\. provide complete and accurate monthly written reports on the number
and types of interim responses prepared, including information such as,
but not limited to, the inquirer's name, the nature of the inquiry, and
the reason the contractor could not complete the responses within the
time frames this SOW specifies (see IV.B.1.p and IV.B.2.m).

d\. provide complete monthly written reports about complaints the
contractor observes in correspondence including, but not limited to,
complaints about specific postsecondary institutions, guarantee and
service agencies, and the National Student Loan Data System (NSLDS).

e\. provide a monthly report on the results of the contractor's ongoing
quality improvement efforts. Such reports shall include, but not be
limited to, quality improvement efforts in answering control and
non-control correspondence for the previous month.

f\. submit monthly an accurate written inventory of materials that ED is
responsible for providing including, but not limited to, ED materials
used as enclosures and ED materials mailed upon request.

g\. when ED directs, use charts and graphs to illustrate clearly, and
enhance, the reports the contractor prepares.

### 

### 

### IV.B.7: Updating Standard Paragraphs, Form Letters, and Fact Sheets

The contractor shall

a\. update annually the existing set of standard paragraphs and fact
sheets used to respond to control and non-control correspondence. The
contractor shall keep current on legislative and policy changes to the
Title IV programs so the contractor can make annual changes easily and
promptly. Keeping current about Title IV program changes means the
contractor shall review materials including, but not limited to,
applicable statutes, regulations, and Dear Colleague letters, as these
materials become available. The contractor shall assimilate this
material thoroughly to revise standard paragraphs and fact sheets
completely, accurately, and clearly (see IV.1.j and IV.2.j). The
contractor also shall update program-specific material, including, but
not limited to, year changes (such as changing 1999-00 to 2000-01),
addresses, and telephone numbers.

b\. when giving ED the annual update of standard paragraphs and fact
sheets, ensure ED receives a hard copy set of the updates, showing each
paragraph's and each fact sheet's layout as it shall appear in its final
page layout format. ED will review the standard paragraphs and fact
sheets and send any revisions to the contractor. The contractor shall
make the revisions, returning to ED the original marked-up version of
ED's revisions plus a clean, typed copy, again showing each paragraph's
and each fact sheet's layout as it shall appear in its final page layout
format. When ED has approved the final round of revisions, the
contractor shall incorporate them promptly into the permanent set of
standard paragraphs and fact sheets.

c\. after revising standard paragraphs and fact sheets completely,
accurately, and clearly, update the form letters based on the standard
paragraph and fact sheet revisions. The contractor shall give ED a hard
copy set of the updated form letters, showing each form letter's layout
as it shall appear in its final format. ED will review the form letters
and send any revisions to the contractor. The contractor shall make the
revisions, returning to ED the original marked-up version of ED's
revisions plus a clean, typed copy, again showing each form letter's
layout as it shall appear in its final page layout format. When ED has
approved the final round of revisions, the contractor shall incorporate
them promptly into the permanent set of form letters.

d\. shall provide standard paragraphs, fact sheets, and form letters on
disk in Macintosh format at the time the contractor sends the initial
annual revisions and again when the contractor has completed the final
set of standard paragraphs, fact sheets, and form letters.

e\. prepare annually an index of standard paragraphs and form letters
that shall consist of a list of standard paragraphs and form letters
deleted since the previous year and a brief description of each current
standard paragraph and form letter. The description shall include, but
not be limited to, the old paragraph and old form letter numbers, the
new paragraph and new form letter numbers, and summaries of each current
standard paragraph and form letter by subject matter. (See Section J for
information on a sample index.)

f\. prepare complete, accurate, and clear updates to individual standard
paragraphs, fact sheets, and form letters throughout the year to reflect
current program rules, regulations, and procedures, and all other
necessary changes (see paragraph a of this task). When submitting
updates, the contractor shall give ED a hard copy set of the updated
standard paragraphs, fact sheets, and form letters, showing each
standard paragraph's, each fact sheet's, and each form letter's layout
as it shall appear in final copy. ED will review the updates and send
any revisions to the contractor. The contractor shall make the
revisions, returning to ED the original marked-up version of ED's
revisions plus a clean, typed copy, again showing the standard
paragraph's, fact sheet's, and form letter's layout as it shall appear
in its final page layout format. When ED has approved the final round of
revisions, the contractor shall incorporate them promptly into the
permanent set of standard paragraphs, fact sheets, and form letters.

g\. revise standard paragraphs, form letters, and fact sheets when ED
directs. The contractor shall incorporate ED revisions promptly into the
permanent set of standard paragraphs, form letters, and fact sheets.

### IV.B.8: Preparing Correspondence Responses in Languages Other Than English

The contractor shall

a\. prepare complete, accurate, and clear responses to correspondence
the contractor receives in Spanish. (See IV.B.1.j and IV.B.2.j for
definitions of "complete," "accurate," and "clear.") For control
correspondence, the contractor shall prepare responses in both Spanish
and in English. For paper non-control correspondence, the contractor
shall prepare responses in Spanish and, when ED directs, in English. If
the contractor receives e-mails prepared in Spanish, the contractor
shall not reply by e-mail but shall instead send a paper response in
Spanish. (If the inquirer does not provide a regular mailing address in
the e-mail, the contractor shall prepare an e-mail response in English
and include a request for a mailing address in Spanish. The contractor
shall prepare this request in RTF format in Spanish and send it as an
attachment with the e-mail. When the contractor receives the inquirer's
regular mailing address, the contractor shall prepare a paper response
in Spanish.) The contractor shall meet the same quality standards and
same turnaround times required for preparing control and non-control
responses in English (see IV.B.1 and IV.B.2).

b\. prepare complete, accurate, and clear responses to correspondence
the contractor receives in languages other than English and Spanish.
(See IV.B.1.j and IV.B.2.j for definitions of "complete," "accurate,"
and "clear.") For control correspondence, the contractor shall prepare
responses in the inquirer's language and in English. For paper
non-control correspondence, the contractor shall prepare the responses
in the inquirer's language and, when ED directs, in English. If the
contractor receives e-mails prepared in foreign languages other than
Spanish, the contractor shall not reply by e-mail but shall instead send
a paper response in the inquirer's language. (If the inquirer does not
provide a regular mailing address in the e-mail, the contractor shall
prepare an e-mail response in English and include a request for a
mailing address in the inquirer's language. The contractor shall prepare
this request in RTF format in the inquirer's language and send it as an
attachment with the e-mail. When the contractor receives the inquirer's
regular mailing address, the contractor shall prepare a paper response
in the inquirer's language.) The contractor shall meet the same quality
standards required for preparing control and non-control responses in
English (see IV.B.1 and IV.B.2). The contractor shall send out complete
responses in foreign languages other than Spanish within seven working
days after the date the contractor receives the correspondence.

### IV.B.9: Translating into Spanish, and Preparing Layout for, Certain ED Publications

The contractor shall translate into clear and accurate Spanish the
publications *Funding Your Education* and the *Free Application for
Federal Student Aid* (FAFSA). The contractor shall accurately proofread
and edit the publications the contractor translates. The contractor
shall prepare correct layout for the translated publications, using
desktop publishing, and shall forward the completed layout to ED for
review. The contractor shall furnish the layout in Macintosh format and
shall prepare a hard copy version of these publications when ED directs.
The contractor shall make revisions when ED directs. The contractor
shall prepare a final camera ready version of the publications and an
electronic copy of the camera ready version in both desktop publishing
and Portable Document Format (PDF) formats.

### IV.B.10: Requesting Financial Aid Transcripts

The contractor shall

a\. respond to requests from schools having difficulty receiving
financial aid transcripts from other schools. Because the other
school(s) often has closed, the contractor shall verify whether a school
has closed by accessing the Postsecondary Education Participants System
(PEPS).

b\. for schools requesting financial aid transcripts, complete a
"Financial Aid Transcript Status" form that ED will provide (for a
sample form, see Section J). The contractor shall send this completed
form to schools in response to their inquiries. The contractor shall
photocopy this form as needed to maintain the contractor's supply. (The
contractor shall bill for this photocopying only under IV.B.20.) The
contractor shall date-stamp this form before sending it to a school
requesting financial aid transcript information.

c\. shall maintain copies of all incoming requests and outgoing
"Financial Aid Transcript Status" forms for six months from the date the
contractor mailed the completed forms to schools.

# IV.B.11: Updating the OSFAP Regulations Compilation

The contractor shall update annually the existing compilation of all
OSFAP student aid regulations. The contractor shall ensure it
incorporates all Title IV regulations correctly into the compilation.
The contractor also shall include, at the end of each regulation
section, a notation showing changes to the regulations and the effective
dates of those changes. The contractor also shall include appendices
that list new regulations issued and that summarize the changes those
regulations make. The contractor shall provide a hard copy and an
electronic version of the compilation. ED will specify the format for
the electronic version.

# 

# 

# 

# 

# 

# 

# IV.B.12: Mailing Materials

The contractor shall

a\. mail single copies of ED publications and other materials to
individual inquirers upon their request. ED will supply the contractor
with appropriate publications and other materials that the contractor
shall store at the contractor's site. The contractor shall include a
form letter with each mailing, listing what is included. The contractor
also shall keep in its files all incoming requests the contractor
receives for ED publications and other materials. The contractor shall
date-stamp each request with the date the contractor received the
request and shall keep a copy of the form letter that accompanied the
mailing. The form letter shall show the date the contractor mailed the
materials. The contractor shall ensure that ED can access the
contractor's data base and determine what materials the contractor has
mailed within the previous two months.

b\. ensure it addresses each envelope correctly. The contractor shall,
without charging ED mailing costs, re-mail materials returned because
the contractor did not address the envelope correctly.

### IV.B.13 Updating the Procedures Manual and the Quality Control Plan

The contractor shall

a\. when ED determines necessary, but not more frequently than every six
months during the life of the contract, supplement and revise the
Procedures Manual (Manual) and Quality Control Plan (Plan) the
contractor prepared in final in Phase A (see IV.A.1.b and IV.A.1.c). The
supplements and revisions shall reflect accurately new procedures the
contractor shall henceforth follow. Once ED has approved supplements and
revisions, they become ED's property. The contractor shall prepare
updates in loose-leaf format to fit into a ringed binder.

b\. adhere to Manual and Plan changes the COTR will issue in the form of
memoranda to the contractor at times other than at a six-month updating
interval. The contractor shall treat these memoranda as amendments to
the Manual and/or Plan and shall incorporate the memoranda's
instructions in the Manual and/or Plan at the next occurring six-month
interval.

### 

### IV.B.14: Updating the Security Plan

The contractor shall update the Security Plan it produced in Phase A
(see IV.A.4.e) whenever changes in government regulations systems occur.
ED will alert the contractor when ED discovers a change in government
regulations systems. The contractor shall prepare updates in loose-leaf
format to fit into a ringed binder.

### IV.B.15: Updating and Implementing the Disaster Recovery Plan

The contractor shall

a\. update the Disaster Recovery Plan (Plan) the contractor produced in
final in Phase A (see IV.A.4.f) at least annually, but only when the
Plan requires a major change including, but not limited to, a change in
emergency procedures, a change in the Disaster Recovery Center's
(alternate work site's) location, a change in the emergency contract
services provider, a significant change in business/computer processing,
and a significant change resulting from a simulated or "live" test at
the Disaster Recovery Center (see b and c below). The contractor shall
prepare updates in loose-leaf format to fit into a ringed binder.

b\. conduct an annual test at the Disaster Recovery Center. The test
shall simulate all procedures necessary to transfer this contract's
services and functions to another fully operational site should a
disaster occur at the contractor's original site. ED will attend the
simulated test; the contractor shall establish a date and time for the
test that is acceptable to ED.

c\. once during the first three years of the ESC, conduct a "live" test
at the Disaster Recovery Center. During the "live" test, the contractor
shall carry out, instead of simulating, all procedures necessary to
transfer this contract's services and functions to another fully
operational site should a disaster occur at the contractor's original
site. ED will attend the live test; the contractor shall establish a
date and time for the test that is acceptable to ED.

d\. document, and report to ED, all test results and shall recommend
changes, if necessary, to correct problems the contractor encounters
during the simulated and live Disaster Recovery Center tests. The
contractor shall revise the Plan to incorporate those changes. The
contractor shall bill for all reports only under IV.B.6 and shall not
also bill under this task.

# 

# IV.B.16: Updating Network Drawings

The contractor shall update the network drawings of the contractor's
network connections whenever the contractor adds new devices or
connections to the network.

# IV.B.17: Maintaining Access to Different Data Bases

If ED computer system contractors change during the ESC, the contractor
shall maintain access to two different data bases per ED computer
system---for all periods when different data bases exist---for as long
as ED requires. The overlap shall ensure the Editorial Services
contractor shall respond to all public inquiries without interruption.

# IV.B.18: Maintaining Systems Security Safeguards

The contractor shall

a\. immediately update authorization information for new users of the
contracting local security system used to access ED data bases. The
contractor shall prepare weekly reports showing all new users the
contractor has added during the week. The contractor shall bill for
these reports only under IV.B.6 and shall not also bill under this task.

b\. update the contracting local security system used to access ED data
bases upon termination and reassignment of employees and changes in
employees' job responsibilities. The contractor shall prepare weekly
reports showing all employees the contractor has terminated and
reassigned during the week. The contractor shall bill for these reports
only under IV.B.6 and shall not also bill under this task.

c\. ensure that its security contracting local system shall notify users
automatically that their passwords have expired and shall specify the
actions required to obtain new passwords. The contractor shall change
users' passwords at least once every 30 days or at the appropriate
interval if ED has granted the contractor a waiver (see IV.A.4.b.3.i).
The contractor shall ensure that its security contracting local system
shall not allow users to reuse at least three previous passwords. Once a
password expires, the contractor shall ensure that its security
contracting local system shall lock the user's account; only the
security administrator of the contracting local system shall be able to
reinstate access to the system. The contractor shall prepare monthly
reports showing how many users on the contractor's system have expired
passwords, were unsuccessful logging on at any time, or attempted to
invoke commands or functions in the systems that are prohibited by the
users' assigned user profiles. The contractor shall bill for these
reports only under IV.B.6 and shall not also bill under this task.

d\. print sensitive data in a controlled area and shall ensure that
persons in the controlled area shall be authorized to have access to the
data being printed. Further, the contractor shall store all
correspondence responses in an archive server, not on individual work
stations, and shall ensure limited access to the archive server.

e\. ensure that when the contractor removes employees from contract
positions for any reason, the contractor shall

> 1\. revoke all access authorizations and notify the COTR of employees'
> removal dates and termination dates. If termination is for cause, the
> contractor shall immediately revoke employees' system access and shall
> follow up by notifying the COTR.
>
> 2\. retrieve all keys, card keys, badges, and all other means of
> allowing access to system facilities.
>
> 3\. ensure terminated employees no longer have access to sensitive
> areas.
>
> 4\. review with departing employees the obligation to protect ED
> computer system, and Privacy Act, data.

The contractor shall prepare weekly reports showing all employees whom
the contractor has removed (if any) during the week, their user IDs, and
the dates the contractor has removed the employees or, in cases of
removal for cause, the date the contractor decided to remove the
employees. The contractor shall bill for these reports only under IV.B.6
and shall not also bill under this task.

# 

# IV.B.19: Producing Labels

The contractor shall, when ED directs, produce labels including, but not
limited to, address labels. For sets of address labels, ED will submit
addresses in handwritten, rough-typed draft or in computer printout
format. The contractor shall proofread the labels to ensure complete
accuracy.

### IV.B.20: Photocopying

The contractor shall photocopy various materials including, but not
limited to, correspondence, responses to correspondence, student aid
fact sheets, worksheets, Dear Colleague letters, and charts. The
contractor shall be capable of segregating all photocopying the
contractor does for the ESC from all other photocopying the contractor
does for all other clients.

### 

### 

### IV.B.21: Shredding/Erasing Materials

The contractor shall shred or otherwise erase all appropriate materials
including, but not limited to, control correspondence files that are
more than two years old, non-control correspondence (NOT related to
application processing concerns) that is more than six months old,
non-control correspondence (related to application processing concerns)
that is more than two years old, and all sensitive data including, but
not limited to, Privacy Act-related data. When accessing or producing
sensitive data from electronic media including, but not limited to, ED's
data bases, the contractor shall erase the data to prevent reuse or
retrieval once data are no longer needed.

### IV.B.22: Participating In, and Providing, Training

The contractor shall

a\. participate in ED and/or ED-provided training when ED directs.
Training might involve ED and/or ED-provided trainers traveling to the
contractor's site to brief the contractor's staff. ED also might provide
training through means including, but not limited to, conference calls
and written instructions. ED's training will include, but not be limited
to, providing ED computer system updates, improving proofreading skills,
selecting correct standard paragraphs and form letters, and linking
sentences and standard paragraphs correctly. ED also might provide
information on new laws, regulations, policies, and other information ED
deems important. ED or an ED-provided trainer will give the contractor
at least two weeks' notice before arriving at the contractor's site to
provide training.

> 1\. The contractor shall ensure that any staff not attending ED's
> training receives ED's information in writing if ED and/or an
> ED-provided trainer does not provide written materials.
>
> 2\. The contractor shall bill ED only for staff labor hours (at labor
> rates this contract specifies) for participating in training ED and/or
> ED-provided trainers conduct. The contractor also shall bill for the
> cost of preparing ED information in writing to disseminate to
> contractor staff unable to receive ED training, but only if ED and/or
> ED-provided trainers do not prepare such information in writing.

b\. train its staff throughout the life of the contract when the
contractor shall determine, and when ED directs, that any contractor
staff needs training. The contractor shall provide training on topics
including, but not limited to, improving editorial skills. This topic
shall include, but not be limited to, proofreading, selecting correct
standard paragraphs and form letters, linking sentences and standard
paragraphs correctly, and improving the contractor staff's custom
writing. The contractor also shall provide training on Title IV program
information and procedures and on quality control expectations. ED will
provide suggestions for training when ED deems appropriate.

c\. shall, when ED directs, ensure the contractor's staff understands
and retains all training by administering to its staff pre- and
post-training tests the contractor shall develop, administer, and score.
The COTR will approve these tests before the contractor shall administer
them. The COTR might monitor the administration and scoring of the
pre-and post-tests and will review the test results. The contractor's
Project Director also shall review the test results.

### 

### 

### 

### IV.B.23: Participating in Conference Calls

Appropriate contractor staff including, but not limited to, the
contractor's Project Director shall participate in conference calls with
the COTR and other appropriate ED staff to discuss issues related to the
ESC's operation. ED will hold these conference calls at least weekly.
The contractor shall bill ED only for staff labor hours (at labor rates
this contract specifies) for participating in conference calls.

**IV.B.24: Assisting During Transition Period**

The contractor shall

a\. assist ED in making the transition to a successor contract. A
transition period shall begin 60 to 30 days before the production phase
begins at the successor contractor's site. The previous contractor shall
perform certain functions during the transition period including, but
not limited to

> 1\. working with ED staff and with the successor contractor's staff to
> ensure a smooth and orderly transition. For example, the previous
> contractor shall provide the successor contractor with materials
> including, but not limited to, disks on which the previous contractor
> has stored standard paragraphs, form letters, and procedural and
> training manuals. ED will return to the previous contractor any
> contractor-owned materials on which government-owned information was
> stored after the successor contractor has copied the materials and
> information or converted them to the successor contractor's type of
> storage. The previous contractor shall ensure it removes all
> government-owned information from contractor-owned materials.
>
> 2\. delivering to an ED site(s), that ED will determine, all materials
> used in the performance of the previous Editorial Services Contract.
> These materials include, but are not limited to, all equipment (except
> leased equipment), computer files, computer programs and listings,
> control records, reports, and other data. Materials the previous
> contractor collected in the performance of the ESC shall be the
>
> government's property; the contractor shall not use these materials
> for purposes other than those described in this contract. ED's
> contracting officer will notify the previous contractor of disposal
> procedures for all government materials.

b\. retain all correspondence files through the end of the transition
period.

**SCHEDULE OF DELIVERABLES**

**Description Task Quantity When**

Procedures Manual IV.A.1. b One Within 15 working days

after contract award

Quality Control Plan IV.A.1.c Two Within 15 working days

(final) after contract award

Staff training pre- and IV.A.2. b One each Within 20 working days

post-tests---ED review after contract award

Staff training pre- and IV.A.2. b One each Within 30 working days

post-tests---first test per staff after contract award; member scores to
ED within three

working days after contractor

administers first test

Staff training pre- and IV.A.2.b One each Within three working days

post-tests---second test: per staff after contractor administers

for staff not receiving member first test; scores to ED within

at least 95 percent on three working days after con-

first test tractor administers second test

Staff training pre- and IV.A.2.b One each Within 10 working days

post-tests---third test: per staff after contractor administers

for staff not receiving member second test; scores to ED within

at least 95 percent on three working days after con-

second test tractor administers third test

Sample correspondence IV.A.2. c 50 Within 40 working days

replies after contract award

Privacy act training pre- IV.A.2.d One each Within 45 working days

and post-tests---ED after contract award

review

Privacy Act training pre- IV.A.2.d One each Within 55 working days after

and post-tests---first test per staff contract award; scores to ED
member within three working days

after contractor administers first test

**Description Task Quantity When**

Privacy Act training pre- IV.A.2.d One each Within three working days

and post-tests---second per staff after contractor administers

test: for staff not receiv- member first test; scores to ED within

ing at least 95 percent three working days after

on first test contractor administers second

test

Privacy Act training pre- IV.A.2.d One each Within three working days

and post-tests---third test: per staff after contractor administers

for staff not receiving at member second test; scores to ED within

least 95 percent on second three working days after

test contractor administers third

test

Installing equipment IV.A.3.a As needed By the end of Phase A

necessary to operate

contract

Supply data circuit IV.A.3.e One set of Within 20 working days after

requirements require- contract award

ments

Network drawing of IV.A.3.f One set of Within 20 working days after

contractor's existing require- contract award

network connections ments

Router port requirements IV.A.3.h One set of Within 20 working days
after

require- contract award

ments

Security Plan IV.A.4.e Two Within 30 working days

after contract award

Disaster Recovery Plan IV.A.4.f Two Within 30 working days

after contract award

Completed control IV.B.1.p Any Within three working days

responses---to ED after receipt of correspondence

Interim for correspondence IV.B.1.p Any Within one working day after

already overdue---to ED receiving overdue correspon- dence

**Description Task Quantity When**

Completed responses IV.B.1.p Any Within six working days

requiring research/ after receipt of correspondence;

casework---to ED if contractor cannot obtain in- formation, response is
due within up to four additional working days after original six working
days

Interim for correspondence IV.B.1.p Any Within one working day not
completed within six after discussing correspondence

working days---to ED with COTR

Revisions of control IV.B.1.q Any Within two working days after

responses receipt of ED's revisions

Sending completed IV.B.2.n Any Within two working days

non-control after receipt of correspondence

correspondence

responses

For e-mail, interim to IV.B.2.n Any Within one working day after
inquirer for responses receipt of inquirer's e-mail

not able to be completed

within two working days

because research is needed

Completed IV.B.2.n Any Within five working days

responses requiring after receipt of correspondence;

research/casework--- if contractor cannot obtain in-

to inquirer formation, response is due within eight working days af- ter
receipt of correspondence

Interim for correspondence IV.B.2.n Any Within one working day after not
completed within five discovering additional time is

working days---to inquirer required to respond

Courier service IV.B.5 Daily Twice daily in morning and afternoon,
unless ED specifies

otherwise

**Description Task Quantity When**

Correspondence IV.B.6 At least Written---no later than each

reports two Tuesday; Verbal---each Friday;

weekly; at Monthly/Interims---within

least two three working days after end of

monthly previous month; Monthly/

Complaints---within three working days after end of

previous month; Monthly/

Quality Control Report---

within five working days after

end of previous month; Monthly/materials inven- tory---within five
working days after end of previous month

Updating standard IV.B.7 Annually, Annually---by February 1;

paragraphs and fact as needed, Once sets are final, changes will sheets
and when be incorporated within 10 ED working days after ED's final
directs approval. As needed---within

five working days after obtain- ing updated information. When ED
directs---within three working days after receiving ED's revisions.

Updating form letters IV.B.8 Annually, Annually---within seven

as needed, working days after the date

and when standard paragraphs and fact

ED sheets are final. Once set directs is final, changes will be incor-
porated within 10 working days after ED's final approval.

As needed---within five work- ing days after obtaining updated
information. When TPID directs---within three

working days after receiving ED's revisions

**Description Task Quantity When**

Annual index of IV.B.7.e Annually Within 12 working days after

standard paragraphs form letters are in final

and form letters

Preparing IV.B.8.a Any Same turnaround times as

correspondence specified for control and

responses in Spanish non-control responses in

English

Preparing IV.B.8.b Any Within seven working dayscorrespondence after
receipt of correspondence

responses in languages

other than English and

Spanish

Translating IV.B.9 Two Within 20 working days after

publications into date contractor receives

Spanish and preparing publication to translate

layout

SFA regulations IV.B.11 Annually Draft by March 1; final by

compilation April 1

Updates of Procedures IV.B.13 As needed Not more than every six Manual
and Quality months, when ED determines

Control Plan necessary

Updates of Security IV.B.14 As needed When changes in government

Plan regulations occur

Updating Disaster IV.B.15.a As needed At least annually, but only

Recovery Plan when major change occurs

Simulated test at IV.B.15.b Annually Within 12-month period

Disaster Recovery

Center

Live test at IV.B.15.c One During first three years of con-

Disaster Recovery tract

Center

Reports of tests at IV.B.15.d One Within 10 working days after

Disaster Recovery report each test occurs

Center per test

**Description Task Quantity When**

Updating network IV.B.16 As needed When contractor adds new de-

drawings vices or connections to network