SFIOD Support Service Center (SSC) for Homeowner Refunds

Sources Sought Synopsis The Department of Housing and Urban Development (HUD) is issuing this sources sought synopsis as a means of conducting market research to identify parties having an interest in and the resources to support this requirement for Single Family Insurance Operations Division (SFIOD). The result of this market research will contribute to determining the method of procurement. The applicable North American Industry Classification System (NAICS) code assigned to this procurement is 561422 Telemarketing Bureaus and other Contact Centers. There is no solicitation at this time. This request for capability information does not constitute a request for proposals; submission of any information in response to this market survey is purely voluntary; the government assumes no financial responsibility for any costs incurred. If your organization has the potential capacity to perform these contract services, please provide the following information: 1) organization name, address, email address, website address, telephone number, and size and type of ownership for the organization; and 2) tailored capability statements addressing the particulars of this effort, with appropriate documentation supporting claims of organizational and staff capability. If significant subcontracting or teaming is anticipated in order to deliver technical capability, organizations should address the administrative and management structure of such arrangements. The government will evaluate market information to ascertain potential market capacity to 1) provide services consistent in scope and scale with those described in this notice and otherwise anticipated; 2) secure and apply the full range of corporate financial, human capital, and technical resources required to successfully perform similar requirements; 3) implement a successful project management plan that includes: compliance with program schedules; cost containment; meeting and tracking performance; hiring and retention of personnel and risk mitigation; and 4) provide services under a performance based service acquisition contract. Based on the responses to this sources sought notice/market research, this requirement may be set-aside for small businesses or procured through full and open competition, and multiple awards may be made. Telephone inquiries will not be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions. Submission Instructions: Interested parties who consider themselves qualified to perform the above-listed services are invited to submit a response to this Sources Sought Notice by September 17, 2021, by 4:30 pm EST. All responses under this Sources Sought Notice must be emailed to Gabriel.G.Wright@hud.gov Additional information on the required services is listed below. If you have any questions concerning this opportunity, please contact: Mr. Wright via the email above. Note: Below find samples of information that may be useful when issuing a Sources Sought Synopsis. Background: This is a recompete requirement for SFIOD. SFIOD has had Contractor supported call center for 30 plus years. SFIOD is responsible for providing telephone assistance and information services via an SFIOD system to homeowners, lenders, the general public, HOCs and other government organizations. The SFIOD System used is the Single-Family Insurance System net SFISnet. HUD is obligated by Section 203 of the Code of Federal Regulations to pay homeowners any monies due for unearned mortgage insurance premiums or distributive share payments for FHA and Mutual Mortgage Insurance (MMI) Fund mortgages upon termination of the mortgage insurance contract. To this end, HUD makes a concerted effort to ensure the appropriate payment of these monies to the homeowners of record in a cost-effective and timely manner. The estimated number of referrals will be at least 100 to 5,500 per month. To initiate timely mortgage insurance premium refunds or distributive share payments, HUD relies on a homeowners lending institution to provide the department with the homeowners current mailing address and other pertinent information at the time that the mortgage insurance is terminated. If the information submitted by the lender agrees with the information in HUDs database, a check is issued directly to the homeowner within 7-10 working days. Most homeowners owed money for refunds or shares are paid via this process. If the information submitted by the lender at the time of mortgage insurance termination does not match the information in HUDs database, the homeowner is required to provide the Department with the necessary information to address the discrepancies and help ensure proper payment of the refund or share. To facilitate the collection of this information, HUD mails a copy of the Departments Application for Premium Refund or Distributive Share Payment (form HUD-27050-B) to the latest mailing address of the homeowner that was provided by their lender. This mailing instructs the homeowner to complete the form HUD-27050-B and mail the completed form and a copy of the necessary supporting documentation to HUD. Training will be provided by HUD to the awardee that details standard inquiries, questions, general feedback and responses. Payment of all refunds and inquiries outside the standard process shall be referred to and handled in-house by agency employees. Additionally, the Service Center staff will review and research data found on the application for refunds and letters received from HUD. The required outcome is to provide telephone and e-mail support services to enable SFIOD to ensure prompt customer service in response to the high volume of inquiries from homeowners, lenders, Home Ownership Center personnel, Third Party Tracers, Spanish speaking individuals, and the public with issues related to single family mortgage insurance premium refunds, Distributive Shares payments, refinance of single-family mortgage insurance, and Tracer Found cases and forms. Also, the support services will assist SFIOD in meeting the customer service standards of the Department. The final approval for refund requests will be performed by HUD staff. General Description of Work: The contractor shall operate a Support Service Center to provide telephonic and e-mail assistance to homeowners, lenders, the general public, Third Party Tracers, and the Home Ownership Centers. They will assist homeowners in locating documents and other refund requirements. They will support SFIOD by uploading documents to a document management system and by making referrals to the Single-Family Premium mailbox. They will provide weekly and monthly reports. Also include the following: Below are the characteristics of the (insert short description) requirements: Please see attached Draft PWS The tasks require a set of skill categories based on the following approximate breakdown: Professional/Executive Admin Call Center Support Contemplated performance metrics: Please see attached Draft PWS Contemplated report requirements: Please see attached Draft PWS Contemplated dollar value of the project: The potential dollar value of the requirement is $6,000,000.00 Contemplated place of performance: The potential place of performance is the Contractor's facility.