Department of Commerce Shared Services Initiative Industry Day Overview
This document presents information from the Department of Commerce Shared Services Initiative Industry Day, featuring welcoming remarks, agenda details, program goals, objectives, concept of operations, and enabling technologies. Key speakers include Bill Russell, Ellen Herbst, and Glenn Davidson, covering various aspects of HR vendor requirements, transition services, and support services for DOC-SSI Wave 1 HR functions.
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Department of Commerce Shared Services Initiative Human Resources Industry Day January 6, 2016 In Support of: Request for Proposal (RFP): DOC2016-SSI-HR In the case of inconsistencies or ambiguities between the Q&A attachment and the RFP, the RFP takes precedence. 1
Welcoming Remarks Bill Russell Assistant Division Chief, Acquisition Division, U.S. Census Bureau 2
Agenda Content Time Welcoming Remarks Speaker: Bill Russell 2:00 2:10 Shared Services Initiative/Program Goals & Objectives Speaker: Ellen Herbst 2:10 2:35 Overview of Shared Services Concept of Operations & Enabling Technologies Speaker: Glenn Davidson 2:35 2:45 HR Vendor BPA Requirements Speaker: Glenn Davidson 2:45 2:55 Call Order 001 Requirements Transition Services o 2:55 3:20 Support Services for DOC-SSI Wave 1 HR Functions o NOAA Staffing Support Services o Speakers: Veronica LeGrande, Adam Santo, Kim Bauhs o Acquisition Process Speakers: Bill Russell, Jacob Acosta 3:20 3:30 Questions and Answers 3:30 3:45 MOVE TO FOYER FOR CONTRACTOR NETWORKING SESSION 3:45 4:00 Contractor Networking Session 3
Shared Services Initiative/Program Goals & Objectives Ellen Herbst Chief Financial Officer and Assistant Secretary of Administration, Department of Commerce 4
Overview of Shared Services Concept of Operations & Enabling Technologies Glenn Davidson Executive Director - Shared Services, Department of Commerce 5
SSO Concept of Operations DOC Shared Services Operating Model SSC Customers and Retained Organization IT Customer Group Other Customer Group Acq. Customer Group FM Customer Group HR Customer Group Customer Experience Management Operations Management Service Management SSC Customer Portal Vendor Mgmt. Branch Customer Advocacy Other Self-Service Acq. Self-Service FM Self-Service HR Self-Service IT Self-Service Internal SSC Fin. Mgmt. Customer Feedback Collection IAA Management SSC Common Operations / Contact Center Critical Customer Issue Escalation Contracts Management Basic Acq. Inquiry Resolution Other Inquiry Routing Basic FM Inquiry Resolution Basic HR Inquiry Resolution Basic IT Inquiry Resolution Chargeback Management Executive Issue Escalation Non-SSC Operations Functional Operations Performance and Controls Branch Requirements Gathering Other - TBD Acquisition Financial Management Human Resources Information Technology Talent Acquisition Printing IGCE Program Management Performance Management Monitoring & Reporting Customer Relationship Management SSC Change and Communications SLA Management Contract Closeout PAR Processing Procure to Pay Utilization Management Separation Management VTC Purchasing Record to Report Internal Controls Workforce Planning & Analysis Organization & Position Management Network (Wired & Wireless) CO & COR Training Bill to Collect Issue Management RFP/SOW Development Identity Management Cost Management Operations Branch Configuration Change Control Intermediate & Advanced Inquiry Resolution Employee Relations Records Management Incoming Reimbursable Assurance & Compliance Asset Management HR Development Requirements Mgmt. Knowledge Management Systems Support Audio Conferencing Performance Management Continuous Improvement Cloud Services Training Benefits Management Transition Branch Compensation Management Data Center Services Business Analytics Training Intermediate & Advanced Inquiry Resolution Email Retirement Testing Mobile Application & Device Management Intermediate & Advanced Inquiry Resolution Legal Review HR Infrastructure New Service Processes Intermediate & Advanced Inquiry Resolution 6
SSO Enabling Technology Overview Enabling Technology Description Benefits Provides a single entry point for Bureaus, customers, vendors, and staff; integrates ticket, workflow and integration, and knowledge management technologies SSC Self-Service Portal Enhances transparency for customers through use of real-time status updates Intelligently scales operations for customers through the consolidation and facilitation of major processes Increases awareness and decision making capabilities of SSO leadership Case Management Technology Tracks requests received by the SSO through tickets and provides a record of actions; data can be analyzed to provide visibility into compliance, performance, and other SSO reports and data Ticket Management System Serves as a data exchange solution by facilitating the execution of business processes and services through automated workflows, approvals, and integrations with third party vendor or legacy Bureau systems Workflow and Integration Management Technology Quickly scales operations for the migration of new customers Improves the accuracy, timeliness, and consistency of contact center responses Improves the SSO s audit readiness and overall compliance Stores process and procedure reference documents, including a repository for responses to caller questions Knowledge Management Technology Enables efficient handling of telephone inquiries through a front-end voice solution; allows customers to interact through a keypad or speech recognition Interactive Voice Response (IVR) Decreases operational costs Improves customer service by ensuring that the most capable contact center representative available is assigned the request Reduces overall handle time by enabling customers to self- authenticate before reaching contact center agents Enables the agent to have customer voice and account information delivered to their desktop Computer Telephony Integration (CTI) Contact Management Technology Routes incoming calls based on customer inquiries; may include call queuing and automatic call routing Automated Call Distributor (ACD) Enables the ability to digitally record voice interactions, agent entered keystrokes, and system updates for quality scoring and regulatory requirements review Digital Recording 7
HR Vendor BPA Requirements Glenn Davidson Executive Director - Shared Services, Department of Commerce 8
SSI-HR: Background Information The DOC seeks to achieve the following HR capability benefits by moving to Shared Services: Current Challenge How Future State Will Address Challenge Benefits Tiered model with clearly defined escalation procedures to address and resolve even the most complex customer inquiries Reengineered and automated HR processes with clearly defined roles, responsibilities, and operating procedures Accurate and timely processing of actions Consistent and quick answers to HR questions and issues Inconsistent Service Delivery HR s structure and technology lead to inconsistent customer satisfaction Automated HR processes with clearly defined roles, responsibilities, and operating procedures Case and knowledge management to provide employees the knowledge they need to resolve cases quickly and correctly Online and real-time HR action tracking and workflow and approvals for managers, employees and HR Quick access to analyze HR data and ability to respond to business questions immediately Lack of overall HRIT Strategy and Integrated Solutions HR efforts to provide efficient customer service are stymied by lack of HRIT strategy One-stop HR portal for customers to obtain direct access to up-to- date, accurate, and consistent information Managers initiate and approve actions online without manual forms Customer focused, trained contact center representatives with standard scripts and knowledge base to address HR inquires responsively, professionally, and accurately 70-90+% of HR inquiries resolved by customers through self-service, freeing HR & customer time Customers no longer waste time searching for the right point of contact and/or trying to track down information Transparency into HR processes and activities Time Consuming Inquiries HR staff spend significant time on inquiry resolution because DOC offers limited self-service and inefficient knowledge management Service Level Agreements with defined goals for HR services and mutually agreed upon service terms Technology enabled HR processes with a business intelligence toolset to transform HR data into meaningful analysis and insights Case management fortracking and management of employee inquiries and actions Transparency and accountability into the cost and performance of HR services Accurate and real-time HR data and insights for faster, more informed business decisions Limited Transparency and Metrics Customers have limited transparency and insight into the cost, performance, procedures, and policy of HR Tiered operating model with standardized and automated processes to quickly resolve inquiries and drive transactional efficiencies Clearly defined roles and responsibilities of HR professionals as business partners/advisors or deep functional experts Retained organization shifts focus to strategic HR and talent management services to attract, reward, and retain top talent Shared Services Center deals with the day-to- day HR operations to free up retained HR to provide forward-thinking high impact HR Specialized and focused HR workforce with deep HR technical skillsets and business acumen to advise managers Not Optimized HR Workforce HR is understaffed compared to the OPM benchmark, not optimized, and has limited specialization in roles or focus areas End-to-end reengineered recruiting and staffing process Front-end focus on workforce planning, recruiting, and strategic sourcing to find and attract the right candidates Streamlined and consistent staffing and onboarding process in the shared service center to quickly get selectees in their roles Pipeline of top talent for hard to fill positions Standardized processes and enablers(e.g., PD library, postings, offer letters) to accelerate the hiring process New hires ready to hit the ground running Recruiting and Staffing may Impact Mission Current service delivery model impacts DOC s ability to secure resources necessary to achieve the mission 9
HR Vendor BPA Scope The DOC has the need for a full range of HR services provided in accordance with the Office of Personnel Management (OPM) HR Line of Business Reference Model, which can be found at www.opm.gov. The scope of this BPA will provide for the full range of HR services offered under GSA schedule 738X, including the following: Integrated HR Service Delivery Model BPA Scope Talent Acquisition Learning Center DOC-wide Training Benefits Processing Retirement Management Personnel Action Request (PAR) and Mandatory OPM Processing Compensation Management Performance Management Separations Processing HR Reporting & Analytics HR Infrastructure Employee Relations (ER) Labor Relations (LR) Workforce Planning and Analysis Organization and Position Management HR Strategy and Business Alignment Customer Liaison Advisory Services Staff Augmentation Integration Support Services Other Consulting Services 10
HR Implementation Plan Wave 1 Wave 2 Wave 3+ Talent Acquisition: NOAA Talent Acquisition: NIST Organization & Position Management: All Bureaus Talent Acquisition: DOCHROC Serviced Bureaus* Talent Acquisition: Census and Serviced Bureaus* HR Strategy & Business Alignment: All Bureaus PAR Processing: All Bureaus Talent Acquisition: PTO Workforce Planning & Analytics: All Bureaus Terminations (Separation Management):All Bureaus Retirement: All Bureaus Compensation Management: All Bureaus Labor Relations: All Bureaus HR Infrastructure**: All Bureaus HR Infrastructure**: All Bureaus Benefits Management: All Bureaus HR Development: All Bureaus Performance Management: All Bureaus Employee Relations: All Bureaus HR Infrastructure**: All Bureaus *DOCHROC serviced Bureaus include MBDA, ITA, NTIA, EDA, BIS, and OS. Census serviced Bureaus include ESA and BEA. **HR Infrastructure, which includes reporting, is a consideration across all waves of implementation. 11
Call Order 001 CLIN 002: Transition Services Veronica LeGrande Human Resources Lead Shared Services, Department of Commerce 13
CLIN 002 Transition Services DOC seeks to complete all transition activities in preparation for a targeted stand up of the HR Shared Services Center in August 2016. Key Activities Establish a transition team to work with the designated DOC implementation team to manage the transition effort. Coordinate with all applicable DOC parties (e.g., DOC Shared Services Project team, Office of Human Resources Management, Office of Chief Information Officer) to implement the services required under the contract. Set up workflow and role provisioning for systems required for HR SSC operations. Provide input and content for Standard Operating Procedures (SOPs), job aids, and call center guides. Develop, review, coordinate and deliver the required plans and schedules with applicable DOC parties (e.g., DOC Shared Services Project team, Office of Human Resources, Office of Chief Information Officer) by the end of the period of performance designated for this Call Order. Deliverables The opening of a fully functional Shared Services Center ready to perform the services described in CLIN 3 of Call Order 001. 14
Call Order 001 CLIN 003: Support Services for DOC-SSI Wave 1 HR Functions Veronica LeGrande Human Resources Lead Shared Services, Department of Commerce Adam Santo Human Resources Information Technology Lead Shared Services, Department of Commerce 15
CLIN 003 Support Services for DOC-SSI Wave 1 HR Functions DOC seeks support services for its Shared Services Project Wave 1 HR functions. Key Activities Talent Acquisition for NOAA and Department of Commerce Human Resources Operations Center (DOCHROC)-serviced Bureaus and its customers. Personnel Action Request (PAR) Processing for NOAA and DOCHROC-serviced Bureaus and its customers. Separations Management for NOAA and DOCHROC-serviced Bureaus and its customers. Deliverables Deliverables for CLIN 3 of Call Order 001 can be found in Attachment A-3 of the DOC-SSI-HR RFP. 16
CLIN 003 Target HRIT Requirements The table below outlines the Target HRIT Requirements for Call Order 001 to identify the systems that the Vendor must use and/or propose. DOC will provide several technology solutions to enable the Vendor to perform RFP requirements, including: Enabling technology: Case management technology, including SSO self-service portal and ticket management to support SF-52 intake and Talent Acquisition actions Workflow and integration management technology Knowledge management technology Contact management technology, including IVR, ACD, CTI, and Digital Recording Administrative HR technology: NFC Payroll/Personnel System (PPS) and EPIC for core personnel and payroll processing HRConnect as core HRMS for personnel, payroll, and organization/position management webTA as Time & Attendance system for personnel and payroll management Monster, USAJOBS, and Automated Classification System (ACS) for Talent Acquisition eOPF for record maintenance DOC-Provided Solutions Vendors are expected to propose the following technology solutions, which will fully integrate with DOC-provided solutions: Position Description Library for Talent Acquisition Onboarding Solution for Talent Acquisition Separations Management Tool for Separations Bidder-Proposed Solutions 17
CLIN 003 Wave 1 Target State HRIT Architecture The diagram below depicts the anticipated Wave 1 HRIT architecture. Enabling Technology Workflow and Integration Management Case Management Knowledge Management Contact Management OPM Talent Acquisition Separations Position Description Library Separations Management Tool Monster (or equivalent) eOPF USA Jobs Automated Classification System (ACS) Onboarding Solution National Finance Center (NFC) Personnel Action Request (PAR) Payroll/ Personnel System EPIC (NOAA only) HR Connect Indicates solutions that will be acquired through separate procurment Insight Reports FOCUS Reports webTA 18 Indicates a Future-State Solution
Future HRIT Opportunities Wave 2 and Beyond Analysis of the HR Technology Footprint highlighted the following potential opportunities to strengthen HRIT. Develop a data warehouse solution that integrates across multiple functions. Provide automated technology solutions to replace the manual systems used to manage: Audits and compliance Compensation and benefits Employee and labor relations Performance management Automate the process to track federal civilian detailees. Provide integration support services for current and future HRIT systems. 19
Call Order 001 CLIN 001: NOAA Staffing Support Services Kim Bauhs Workforce Management Office (HR Director), NOAA 20
CLIN 001 NOAA Staffing Support Services NOAA seeks immediate interim support for end-to-end staffing services from the point in time that the Government decides to fill a vacant position to the point at which the tentative job offer is made to a prospective employee. Key Activities Manage and execute completion of an agreed upon number of new recruit actions per month while supporting the previous month s actions, as determined at time of award. Work with NOAA designated staff members, as well as with subject matter experts (SMEs) and/or hiring officials to conduct job analysis, develop assessment questionnaires and specialized experience statements that will result in desired applicants, publicize vacancies, and provide referral lists of highly qualified candidates for a variety of occupations and grade levels including General Schedule (GS) and Commerce Alternative Personnel System (CAPS) pay band vacancies within NOAA. Facilitate a seamless transition to ensure continuity of service is provided as NOAA transitions into the integrated solution and to reduce the current backlog. Provide staff acquisition services using the Government approved talent acquisition system. Deliverables The successful completion of 400 hires according to the requirements denoted in Call Order 001. 21
Acquisition Process Bill Russell Assistant Division Chief, Acquisition Division, U.S. Census Bureau Jacob Acosta Contracting Officer, Acquisition Division, U.S. Census Bureau 22
Solicitation Schedule August September October November December January February March April May June Award Timeline RFP Release Evaluation Award RFP Responses NO. 1. 2. 3. 4. 5. 6. 7. MILESTONE Draft RFP Release RFP Questions Deadline Final RFP Release with Q&A Industry Day Proposal Due Date Notification of Oral Presentation Dates Oral Presentations Government Issues Technical and Cost Questions & Request for Final Proposal Revisions Revised Proposal Due Date Government Evaluations Vendor Selection Announcement Contract Award DATES 11/12/2015 11/30/2015 12/23/2015 1/6/2016 1/19/2016 1/20/2016 Week of 1/25/2016 2/15/2016 8. 2/29/2016 9. 10. 11. 12. 3/1/2016 4/1/2016 4/15/2016 4/15/2016 23
Social Impact The Shared Services Initiative fully supports the DOC s goals for small business and potential hiring sources. As a part of their proposal, Vendors will be required to submit a Small Business Subcontract and Partnership Participation Plan that outlines the Contractor s approach to both partnering with and subcontracting to other small and large businesses. The Small Business Subcontract and Partnership Participation Plan will govern at the BPA level, as opposed to the Call Order level, and the Contractor will identify which functions/performance areas within the BPA scope it forecasts itself capable of performing and which will be performed by subcontractors along with expected percentage of the work each will perform. For BPA Call #001, issued along with the BPA, the Government is requiring a Subcontracting Plan from the Contractor with an anticipated small business subcontracting goal of 25% across all issued calls. Vendors are also asked to describe their outreach efforts to potential hiring sources such as veterans, military spouses, and other under-employed segments of our population. 24
Questions and Answers Vendor questions may be formally submitted to acq.doc.ssi@census.gov until 11:59PM EST on January 7, 2016 Today s presentation will be available on our website: https://www.census.gov/about/business- opportunities/opportunities/vender-opps/2015-01-09-ssi.html 25
Appendix A List of Acronyms Acronym Description Acronym Description Automated Call Distributor Contract Line Item Number ACD CLIN Automated Classification System Concept of Operations ACS CONOPs Alternative Personnel Management System Customer Service Representative APMS CSR Bureau of Economic Analysis Computer Telephony Integration BEA CTI Bureau of Industry and Security Departmental Management Council BIS DMC Blanket Purchase Agreement Department of Commerce BPA DOC Commerce Alternative Personnel System Department of Commerce Human Resources Operation Center CAPS DOCHROC 26
Appendix A List of Acronyms Acronym Description Acronym Description Economic Development Administration Guide to Processing Personnel Actions EDA GPPA Electronic Official Personnel Folder Human Resources Information Technology eOPF HRIT Entry, Processing, Inquiry, and Correction System International Trade Administration EPIC ITA Economics and Statistics Administration Interactive Voice Response ESA IVR Federal Risk and Authorization Management Program Federal Employees Group Life Insurance Minority Business Development Agency FedRAMP MBDA Monster Government Solutions FEGLI MGS Federal Employees Health Benefits National Finance Center FEHB NFC 27
Appendix A List of Acronyms Acronym Description Acronym Description National Institute of Standards and Technology Office of the Secretary NIST OS Nature of Action Personnel Action Request NOA PAR National Oceanic and Atmospheric Administration Personally Identifiable Information NOAA PII National Telecommunication and Information Agency Office of the Chief Information Officer Payroll/Personnel System NTIA PPS Recruitment Analytics Data System OCIO RADS Office of Human Resources Management Request for Proposal OHRM RFP Office of Personnel Management Servicing Human Resources Office OPM SHRO 28
Appendix A List of Acronyms Acronym Description Acronym Description Service Level Agreement SLA Subject Matter Expert SME Standard Operating Procedure SOP Shared Services Center SSC Shared Services Organization SSO Talent Acquisition TA 29
