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Attachment ASTATEMENT OF WORKJanuary 7, 2021Help Desk Call Service Center Support1.IntroductionThe purpose of this subcontract is to provide support in the form of a single-tiered Call ServiceCenter (CSC). The CSC is a component of the Oak Ridge National Laboratory (ORNL orCompany) Help Desk for the Chemical Facility Anti-Terrorism Standards (CFATS) programand the Chemical Security Assessment Tool (CSAT) data collection system. The CSAT HelpDesk is located at, and operated by, the Company for the Department of Homeland Security’s(DHS) Cybersecurity and Infrastructure Security Agency (CISA). The Seller shall locate theCSC in close proximity to the Company, i.e., within a 60-mile radius of the Company’s site.The information technology (IT) operations will be centralized at the Company’s site. TheCompany will maintain the infrastructure on Government-owned hardware.The CSC operations will consist of a CSC Customer Service Representative (CSR) Supervisorand Tier 1 CSR staff necessary to support the CSC component of the CSAT Help Desk.Staffing Qualification Requirements for the CSC appear in Addendum A to this Statement ofWork (SOW). The Seller shall utilize accepted call center management best practices topromote efficient operations. The CSAT Help Desk has been operational since 2007, and theSeller shall utilize an existing library of Standard Operating Procedures (SOPs) and other preexisting tools.Within 60 days of award of this subcontract, the Company will provide to the Seller aContingency Plan/Disaster Recovery Plan. This document outlines business continuity ofoperations and contingency planning to mitigate disruption of service. In the event of adisruption of service, the CSC functions will temporarily be handled by the Company. TheCompany will continue service until the Seller has restored CSC operations in accordance withthe contingency of business continuity of operations and contingency plans.The Seller’s performance will be measured against specific Company-defined quality andperformance metrics, which are included in SOW Addendum B-CSC Service LevelAgreement Metrics. The Company will routinely evaluate the Seller’s performance againstthese metrics. The Company will identify any areas that may need attention and providesuggestions for improving performance.2.CSC MissionThe CSC mission is to provide a defined range of information and user support services to theCFATS program and CSAT tools while promoting and enhancing the image and missionperformance of the Company and CISA. The Seller must do so in such a manner as tocontinually improve service delivery and performance and optimize the user interaction byproviding a proactive, unified, and integrated approach to the resolution of user issues. TheCSC service area must include all of the United States (U.S.) and U.S. territories.1
Attachment A3.Service Delivery Overview and MethodologyThe CSC shall provide assistance to registered and potential users of CSAT. Users willcontact the CSC primarily by telephone and email to seek assistance on a full range of issues,from connectivity and system access, to CFATS regulation, policy and compliance, andnavigation of the CSAT data collection tools and processes.The CSC shall provide “live assistance” from 8:30 a.m. to 5:00 p.m. EST Mondaythrough Friday excluding the holidays listed in SOW Addendum C.The Tier 1 CSRs shall provide information assistance in a calm, non-judgmental, non-advisorymanner and utilize effective skills to focus on the users’ questions and needs. Tier 1 CSRs arerequired to have an understanding of the nomenclature and language specific to the CFATSRule, policies, procedures and regulations, and CSAT data collection tools. Tier 1 CSRs mustbe able to understand and actively handle user requests for assistance, navigate through theappropriate scripts, and use the appropriate tools to provide the authorized and expectedinformation or service. It is important that the information disseminated by Tier 1 CSRs isconsistent. They are required to follow authorized menus and scripts to answer questions andprovide service but must have sufficient grasp of the subject matter terminology to be able tounderstand and explain answers, not simply recite them. Tier 1 CSRs shall not give out legaladvice, but they may cite publicly available source material when providing information andservice to users. Source material includes DHS guidance documents, regulatory language,DHS websites, training material, scripted dialogue, Frequently Asked Questions (FAQs),CFATS Knowledge Center, SOPs, and guidance and instruction as directed by the Company.The Seller shall operate the CSC within a broad user service environment. It is the primarychannel by which information and services are provided to CSAT users. The information andservices provided through the CSC will be greater in scope than that offered directly to usersin a self-service mode through online help, including the CFATS Knowledge Centermaintained by CISA. The CFATS Knowledge Center is an online repository that bringstogether FAQs, articles, the latest CFATS news, as well as information on CFATS processes,user guides and documents, downloads, and help features.The Tier 1 CSRs will use the commercial off-the-shelf (COTS) software, Salesforce CustomerRelationship Management (CRM) software (Salesforce), to create user case informationgenerated from calls and emails received. The Tier 1 CSRs will also use Salesforce to provideinformation related to FAQs, scripted responses, and to maintain user case history information.Salesforce is a Web-based CRM Software-as-a-Service (SaaS) product capable of ensuringevery call is captured and organized digitally. Salesforce has been the data platform used bythe CSC since the data collection initiative began and, as such, will provide the most seamlessaccess to historical data. Salesforce and all licenses necessary for supporting Salesforce willbe provided and supported by the Company.To obtain facility status information, the Tier 1 CSRs shall use the CSAT Facility StatusTracking Information (FASTInfo) tool. Access to this Company-developed IP-based tool willbe provided to the Seller by the Company.The Seller shall actively operate the CSC to ensure that the Company-defined quality andperformance metrics are met and to improve the efficiency and effectiveness of operations.The Seller shall actively provide input to the process of expanding and improving scripts andstipulated procedures; however, the Company will make all final decisions with respect tochanges in scripts and SOPs to ensure that operations meet the goals of efficiency and2
Attachment Aeffectiveness.3.01 CSC OperationsAll CSC functions shall operate seamlessly via a networked environment transparent to theuser. The Seller shall effectively use technology to support call center operations, offerscalable resources to manage case volume patterns that fluctuate, and have cyclical patternsrelated to user behavior. As previously stated, the IT operations will be centralized at theCompany’s site, and the Company will maintain the infrastructure on Government-ownedhardware.The CSC is responsible for responding to surges that may result as part of an unanticipatedcampaign, policy change, legislation, changing deadline, media coverage, unforeseenemergencies, or any other events which cannot be predicted.3.02 Operational ProceduresThe Seller shall implement and document the management and administrativeprocedures/processes required for operational control and protection of information in a callcenter environment. The Seller shall utilize existing SOPs held by the Company. The Sellershall submit, as required, SOP updates and/or additions to the Company for review andapproval. The Company MUST approve all modifications in SOPs prior to dissemination.The CSR Supervisor and Tier 1 CSRs shall sign an acknowledgement that they have read andunderstand the SOPs.The Seller shall ensure that each of its employees knows and understands the prescribed rulesof conduct concerning the privacy and confidentiality of information and their duty not todisclose unwarranted information. The CSR Supervisor and Tier 1 CSRs are required to signa non-disclosure agreement (NDA) provided by the Company.Executed SOP acknowledgement forms and NDAs are to be forwarded to the Company’sTechnical Project Officer (TPO) at the following address:CSAT User Services, Building 5300, MS 6282Oak Ridge National LaboratoryP. O. Box 2008Oak Ridge, TN 37831-62823.03 Voice PlatformThe Seller shall utilize a voice platform and call management system capable of transferringcalls within the CSC infrastructure and outside the CSC, if necessary. The Tier 1 CSRs mustbe empowered to transfer calls and conference up to four lines to bring multiple partiestogether for problem resolution. The voice platform must have monitoring and recordingcapabilities to be used to review CSR performance and improve problem resolution on futurecalls. The Seller shall provide the Company with accounts that will allow the Company accessto the voice platform and call management system. The Seller shall provide the Companyaccess to all call recordings and call system metadata capturing the historical record of allcalls, both answered and abandoned (i.e., time of call, hold time, call duration, etc.).3.04 Data Platform3
Attachment ASalesforce is the data platform that will be used by the CSC.3.05 Call Routing and EscalationSystem users are expected to try and resolve issues by utilizing the existing online help andthe CFATS Knowledge Center. Users whose issues cannot be resolved online may contactthe CSAT Help Desk by calling or emailing the CSC. All calls will enter the CSC through theexisting dedicated DHS toll-free number. This number will be held by the Companyfollowing the award of this subcontract. It is the Seller’s responsibility to transfer the numberto the service provider they select.Calls will be routed through a network-based, automated Interactive Voice Response (IVR)system. The IVR will be available 7 days a week 24 hours a day. Multiple IVR scriptscurrently exist and can be used. One will support “live assistance" during normal hours ofoperation. A “non-live assistance” script will provide support during all other times, includingholidays. Additional IVR scripts may be developed to address unique or emergency situations(e.g., unscheduled power outages, extremely high call volume due to approaching deadlines,etc.).If the IVR is unable to meet the user’s need during “live assistance” hours, the call willautomatically be routed via network-based intelligent call routing to an available Tier 1 CSR.The Tier 1 CSR will continue CFATS CSC support where IVR decision points andinformation ends. The Seller should understand, however, that users may make requests uponreaching “live assistance” that are inconsistent with their IVR selections, and Tier 1 CSRsmust handle accordingly.If the Tier 1 CSR is unable to resolve the issue, the Tier 1 CSR will escalate the case viaSalesforce to the Company’s Tier 2 specialty support. Following transfer to Tier 2 specialtysupport, the Tier 1 CSR at the CSC should immediately be available to take another call. Theescalated case will be resolved and closed out in Salesforce by a Tier 2 support specialist atthe Company or CISA. Responses approved by CISA may subsequently be added to theCFATS Knowledge Center available to CSC staff and stakeholders.The Seller shall not contact CISA directly without prior, specific, written instruction to do sofrom the Company TPO or his/her designee. In the event that CISA contacts the Seller, theSeller must immediately notify the Company TPO or his/her designee for instructions.Tier 2 specialty support is not a part of this subcontract.provided in SOW Addendum D.A diagram of CSC Case Routing is3.06 Usage LevelThe CSAT data collection tools collect user and survey information from sites locatedthroughout the U.S. and U.S. territories. The existing data collection tools and case volumehave been at steady state for several years. The Seller’s resources shall be commensurate withcase volume and afford some capacity to handle occasional, temporary call surges.4.Functional Requirements4
Attachment AThe CSC and associated components must include, but not be limited to, the followingelements:4.01A network-based automated intelligent IVR system to provide information and routecalls for assistance.4.02CSC staff to meet the Staffing Qualification Requirements for a CSR Supervisor andTier 1 CSRs.4.03The CSC will focus on user problem resolution and will be the primary IVR routingdestination.4.04The CSC will utilize Salesforce to assign user issues case identifiers and maintain theautonomy of the case through all phases of the resolution lifecycle.4.05Tier 1 CSRs must be able to escalate cases using Salesforce.4.06The Seller shall maintain toll-free service for the IVR and Tier 1 CSR support. TheSeller is responsible for obtaining and maintaining for the duration of the subcontractall lines for support elements they are awarded. All telephone numbers associated withthe support lines will be transferred to the Company at subcontract termination.Stakeholders outside the scope of this subcontract, including but not limited to CISAand Company experts, CISA policy experts, CISA field inspectors, and Company UserManagement and Information Technology experts, will be responsible for maintainingseparate telecommunication venues. The Company will provide the Seller with contactinformation for all Tier 2 specialty support.4.07The Seller shall implement the CFATS Chemical Facility Security Tip Line through theCSC for the purpose of receiving anonymous or identifiable callers to report a possiblesecurity concern involving the CFATS regulation. The CFATS Chemical FacilitySecurity Tip Line must be comprised of a dedicated toll free number and voice mailsystem that provides “non-live assistance” 7 days a
07.01.2021 · Help Desk Call Service Center Support . 1. Introduction. The purpose of this subcontract is to provide support in the form of a single-tiered Call Service Center (CSC). The CSC is a component of the Oak Ridge National Laboratory (ORNL or Company) Help Desk for the Chemical Facility Anti-Terrorism Standards (CFATS) program and the Chemical Security Assessment Tool (CSAT) data
