Administrative Operations
Directory of Products and Services
The Program Support Center (PSC) was created in 1995 to provide a wide range of administrative support to the U.S. Department of Health and Human Services (HHS), allowing HHS Operating Divisions to concentrate on their core mission objectives. As the shared services provider for HHS and other Federal Agencies, the PSC remains focused on continually improving its customer service and on providing customers with products and services that meet or exceed their expectations at the lowest possible cost.
The PSC became the efficient, customer-focused organization it is today because of the in-depth analysis of product offerings, reengineering processes, changes in management practices, and workforce restructuring it has undertaken in recent years. In addition, the PSC has pursued several initiatives to consolidate services and to offer a comprehensive approach to service delivery. Today, the PSC provides more than 50 products and services in financial management, administrative operations, strategic acquisitions, health resources, and human resources to Government Agencies worldwide.
In an effort to improve customer service, the following tools are available to all PSC customers:
PSC Directory of Products and Services – A publication that includes detailed descriptions of the products and services offered by the PSC, performance standards for timeliness and quality, rate and billing methodology, and points of contact. The Directory is available in both hard copy and online at http://www.psc.gov/aos/business/products_services.html. Hard copies can be obtained by contacting the PSC Business Office at (301) 443-0034. Service Level Agreements –Formal agreements made with each customer that document the products and services to be provided, the estimated workload units, and general provisions covering the business relationship, such as billing practices and entry/termination of services. The Online Viewer (OLV) application of the PSC Revenue, Invoicing and Cost Estimation System (PRICES) – A Web-based application that allows PSC customers electronic access to their bill at any time. This application gives customers the ability to view individual invoices, monitor funding status, and provide online feedback. Throughout the year, customers can monitor actual usage against estimated demand by business line. Customers can access the PRICES OLV at http://prices.psc.gov.
The PSC is always looking for ways to improve its products and services and appreciates your feedback. To share your thoughts and ideas on how we can better serve our customers, please contact the PSC Business Office.
The PSC wishes to thank you for considering us as your provider of choice for quality and value in shared services. We look forward to working with you in Fiscal Year 2008.
PDF (552KB)
TABLE OF CONTENTS
Fiscal Year 2008
ADMINISTRATIVE OPERATIONS SERVICE (AOS)
PROPERTY MANAGEMENT SERVICES
Asset Management (OP612)
Building Operations (OP615)
- Building Management
- Space Acquisition
- Space Alterations
- Leased Space Management
- Shredding
Security Services (OP210)
- Background Investigations
- Digital Fingerprinting and SACs
- Physical Security and Emergency Operations/Planning Services
- Security Consultation and Assessments
- Personal Identity Card Issuance and HSPD-12 Services
Real Property (OP614)
Transhare (OP618)
Transportation (OP634)
Warehouse Operations (OP605)
- General Storage
- Labor Services
- Product Distribution
- Property Disposal
TECHNICAL SUPPORT SERVICES
Conference Services (OP619)
Departmental Forms Management (OP624)
Graphic Arts (OP620)
Mail Operations (OP623)
Printing Procurement (OP625)
Reprographics (OP626)
Telecommunications Management (OP629)
Telecommunications Services (OP627)
INFORMATION TECHNOLOGY SERVICES
OTHER ADMINISTRATIVE SERVICES
Board for Correction (OP209)
Cooperative Administrative Service Unit (CASUs)
Employee Child Care Services (OP105)
Freedom Information Act (FOIA) Services (OP101)
HHS Hotline – Department Information Line (OP616)
Regional Support (OP631)
BUSINESS TECHNOLOGY OPTIMIZATION (BTO)
Information Technology (IT) Consulting Services (OP109)
PSC Contact Center "ONE-DHHS" (OP109)
FINANCIAL MANAGEMENT SERVICE (FMS)
Accounting Services (OP405)
Cost Allocation/Indirect Cost Negotiations (OP401)
Debt Collection Center Services (OP404)
HHS E-Gov Travel Center of Excellence (OP411)
Payment Management (Grant) Services (OP402)
Payroll Accounting Services (OP408)
HCAS O&M (OP412)
UFMS Operations & Maintenance (O&M) (OP410)
FEDERAL OCCUPATIONAL HEALTH SERVICE (FOH)
Employee Assistance Services (OP502)
Environmental Health Services (OP503)
Clinical Services (OP501)
- Occupational Health Center Services
- Specialized Health Services
- Wellness/Fitness Services
ENTERPRISE SUPPORT SERVICE (ESS)
Commissioned Corps Support Services (OP301)
- Compensation
- Medical Affairs
EEO Complaint Investigations (OP211)
EEO Services (OP213)
Enterprise Applications Division (EAD) (OP215)
- Capital HR
- Help Desk Support
HHS University (OP212)
- Career Development
- E-Learning Services
- Workforce Development Services
Payroll Services (OP216)
- Payroll Customer Service
- Resolution of Missing Electronic Funds Transfer (EFT)/Checks
- Special Pay
STRATEGIC ACQUISITION SERVICE (SAS)
Acquisition Management (OP704)
- Negotiated Contracts
- Purchase Card Management
- Simplified Acquisitions
Strategic Sourcing (OP701)
Supply Service Center (SSC) (OP705)
PSC Service Level Agreement General Provisions
ADMINISTRATIVE OPERATIONS SERVICE (AOS)
Director: Michael Tyllas, Ph.D
Phone: (301) 443-2516
E-mail: michael.tyllas@psc.hhs.gov
The Administrative Operations Service (AOS) provides a wide range of administrative and technical services to customers within the U.S. Department of Health and Human Services (HHS) and to other Federal Agencies, as well as corporate support to the Program Support Center (PSC). Major service areas include: Property Management, comprising facilities management, space leasing, disposition of surplus Federal property, personnel and physical security services, and logistics services, including receiving, asset management, storage, and disposal; Technical Support, comprising telecommunications, visual communications, printing and publications, reprographics, conference facilities, and mail and messenger services; Information Technology, including desk-top support, Blackberry management and a wide array of infrastructure support services; and Other Administrative & Corporate Support, comprising Freedom of Information Act (FOIA) services, regional administrative support, Cooperative Administrative Support Units, ethics, competitive sourcing, and the PSC Business Office.
PROPERTY MANAGEMENT SERVICES
Asset Management (OP612)
Utilizes an automated tracking system and barcode technology to ensure accurate and complete accountability records are maintained; barcodes all qualified inventory received through the PSC Personal Property Facility (PPF) for customers and accepts reports from customer agencies for qualified material received directly at the customer’s site; prepares and submits Federal Financial Management Improvement Act (FFMIA) reports to Finance; provides barcode scanners with Web-based data downloaded to assist property custodians with their inventory management responsibilities; advises activity when rotational inventories are due and performs mandatory 3-year inventory review and additional yearly inventory checks for customer agencies; and calculates results, advises customers of those results, and reports financial requirements to the accounting system.
| Performance Standards: |
95% of system users will be assigned within 2 work days after final request has been received.
98% of system user responsibility packets will be prepared within 5 work days after user account has been established.
98% of all customer requests for new catalog entries to the PMIS system will be completed within 3 work days of the final request.
198% of all capitalized assets will be accurately reported and reconciled to the department’s general financial ledger.
|
| Offered to: |
HHS |
| Service Fee: |
Original Acquisition Value under $25,000: $0.43 per item per month*
Original Acquisition Value over $25,000: $36.60 per item per month*
*Plus actual cost of additional customer-specific requirements.
|
| Point of Contact: |
Martha Diskin |
| Phone: |
(240) 276-0800 |
| E-mail: |
martha.diskin@psc.hhs.gov |
| Point of Contact: |
Myla Haines |
| Phone: |
(240) 276-0800 |
| E-mail: |
Myla.haines@psc.hhs.gov |
Building Operations (OP615)
Provides building management, space acquisition, space alterations, and leased space management for customers located in leased facilities in the Washington metropolitan area delegated to the PSC and controlled by the General Services Administration (GSA). The PSC-delegated buildings include Parklawn and the 370 Personal Property Facility.
Services Include:
Building Management
Parklawn Building – Provides custodial services; utilities; waste management; operations and maintenance of Government-owned Heating, Ventilation, and Air Conditioning (HVAC) systems; recycling; lock work; fire extinguisher; maintenance and inspections; energy management; landscaping; snow removal; window washing; pest control; environmental and fire safety services; lease administration; and parking administration.
Outbuildings – Tailors building management services in outbuildings to customer needs and can include lease administration, service call management, environmental and building safety, and consultation on operational issues and service contracts.
| Performance Standards: |
90% of service requests in both Parklawn and outbuildings will be responded to within 1 business day of request.
|
| Offered to: |
HHS |
| Service Fee: |
Parklawn Building: $7.28 per ft2 per year
Outbuilding Operations: $0.44 per ft2 per year*
*Plus actual contract costs, travel, overtime, and supplies.
|
| Consultation Fee: |
$104.57 per hour |
| Point of Contact: |
Service Call Help Desk |
| Phone: |
(301) 443-6340 |
| E-mail: |
buildingmanagement@psc.gov |
Space Acquisition
Coordinates projects for customers for all types of space including general office, warehouse, and laboratory facilities Serves as liaison between customers and GSA to acquire space and participates in all phases of the project including design, space acquisition, construction, coordination of direct contracts, occupancy, and lease administration.
| Performance Standards: |
95% of customer requests for services will be acknowledged within 2 business days of request. |
| Offered to: |
HHS |
| Service Fee: |
Included in Building Management fee for Parklawn occupants.
Other customers, fee by agreement. |
| Point of Contact: |
John Hicks |
| Phone: |
(301) 443-2001 |
| E-mail: |
john.hicks@psc.hhs.gov |
Space Alterations
Coordinates projects for alterations of space occupied by customers. Performs various types of alteration projects including executive suites, open office plans, warehouses, and daycare and laboratory facilities. Services include: lessor and GSA coordination, selection of designers and contractors, review of design intent and construction documents, submittal reviews, and facilitation of design and construction phase meetings. Project tracking is accomplished using the in-house Project Reporting and Analysis System.
| Performance Standards:
| 95% of customer requests for alterations will be acknowledged within 2 business days of request.
|
| Offered to:
| HHS
|
| Service Fee:
| Included in Building Management fee for Parklawn occupants.
Other customers, fee by agreement.
|
| Point of Contact:
| Rob Hemberger
|
| Phone:
| (301) 443-6617
|
| E-mail:
| robert.hemberger@psc.hhs.gov
|
| Performance Standards:
| 95% of rent bills will be analyzed and processed within 1 week of receipt.
95% of biannual rent budgets will be prepared within 1 week of request.
|
| Offered to:
| HHS
|
| Service Fee:
| Included in Building Management fee for Parklawn occupants.
Other customers, fee by agreement.
|
| Point of Contact:
| Shelia Grossman
|
| Phone:
| (301) 443-4670
|
| E-mail:
| shelia.grossman@psc.hhs.gov
|
Shredding
Picks up sensitive paper materials from various customer locations and transports, shreds, and recycles those materials. The receipt of service requests, data collection, and billing are done using an automated system. Customers are provided with lockable storage containers for the convenient collection of sensitive paper materials. Schedules biweekly material pickup and arranges for additional (unscheduled) collections upon customer request.
| Performance Standards:
| 95% of orders placed on the biweekly schedule will be picked up by their due date.
90% of special orders placed for pickup on other than the biweekly schedule will be honored within 3 business days of order receipt.
95% of telephone inquiries will be responded to within 1 business day of inquiry.
|
| Offered to:
| All Federal Agencies
|
| Service Fee: |
$0.18 per lb |
| Point of Contact:
| Gayle Hunt
|
| Phone:
| (301) 443-6340
|
| E-mail:
| gayle.hunt@psc.hhs.gov
|
Security Services (OP210)
Provides complete personnel and physical security services. Services include: advising on appropriate position sensitivity; processing background investigations; adjudicating cases with issues; taking digital fingerprints; verifying previous background investigations; processing Special Agreement Checks (SACs); providing consultation services for personnel and physical security issues; providing installation, maintenance, and oversight of security equipment; providing contract guard services; and conducting emergency planning operations. (Security Services was previously called Personnel Security. Physical Security and Emergency Operations/Planning Services was previously called Outbuilding Security.)
Services Include:
| Performance Standards:
| 90% of personnel suitability and security forms will be submitted to OPM within 4 business days of receipt.
95% of personnel suitability cases will be adjudicated within 30 business days of receipt of case records from OPM.
|
| Offered to:
| All Federal Agencies
|
| Service Fee: |
$156.19 per request*
*Plus actual cost of OPM investigation. |
| Point of Contact:
| Malissa Marceron
|
| Phone:
| (301) 443-2714
|
| E-mail:
| security@psc.hhs.gov
|
| Performance Standards:
| 90% of submitted electronic fingerprints will be classifiable.
95% of the results of Federal Bureau of Investigation (FBI) Criminal Records Checks will be provided to the customer within 3 business days of submission of electronic fingerprints to OPM.
|
| Offered to:
| All Federal Agencies
|
| Service Fee: |
$29.41 per request* |
| Point of Contact:
| Malissa Marceron
|
| Phone:
| (301) 443-2714
|
| E-mail:
| security@psc.hhs.gov
|
- Physical Security and Emergency Operations/Planning Services
Security Equipment – Provides a wide array of access control and standalone monitoring systems (i.e., motion sensors, door contacts, and high-temperature alarms), and intercom and Closed Circuit Television (CCTV) systems. Services include: developing program requirements and statements of work, issuing requests for proposals, procuring necessary equipment, overseeing installations, and 24/7 monitoring and maintenance of systems.
Contract Guards – Provides certified contract guard services, access control, perimeter surveillance, roving patrols, and personal protection. Develops guard post orders to meet U.S. Department of Homeland Security (DHS) requirements and customer needs; develops and maintains protocols to implement the DHS National Alert Level increases (i.e., codes green, yellow, orange, and red); and provides guard services for special events and activities.
Emergency Operations/Planning – Provides emergency operations and planning services (contractor supported) to agencies that need to plan, maintain, or exercise their emergency and Continuity of Operations (COOP) plans.
| Performance Standards:
| 95% of all projects will be completed within the agreed-upon schedule.
95% of security incidents in secured facilities will be responded to within 30 minutes.
90% of permanent guard posts will be filled and post orders prepared within 1 week of request.
|
| Offered to:
| All Federal Agencies
|
| Service Fee: |
Parklawn Building (Delegated Buildings): $4.99 per ft2 per year
Outbuildings: Actual costs plus 7% fee
|
| Point of Contact:
| David C.Hall
|
| Phone:
| (301) 443-2714
|
| E-mail:
| security@psc.hhs.gov
|
- Security Consultation and Assessments
Consultation – Provides guidance related to physical security issues including access control protocols and systems, standard operating procedures, and guard post orders, DHS and GSA requirements, HSPD-12 mandates, COOP planning, and privacy act restrictions. Provides advice and counsel on all personnel security issues, including administration of foreign travel approval and briefing program for customers, and development of tailored procedures for administering customers’ personnel security programs.
Assessments – Provides complete, site-specific physical security assessments to determine specific vulnerabilities, threats, and risks at the GSA owned and controlled facilities, using specially developed security assessment software. Provides recommendations for areas deemed below security-level standards and conducts followup surveys on a schedule based upon the building security level as defined in the U.S. Department of Justice “Vulnerability Assessment of Federal Buildings” study.
| Performance Standards:
| 95% of customer requests for consultation or assessments will be acknowledged within 1 business day of request.
95% of consultations or assessments will be completed within the agreed-upon timeframe.
|
| Offered to:
| All Federal Agencies
|
| Service Fee: |
$115.08 per hour*
Note: Costs for physical security assessments and physical security consultations included in “Building Operations” (OP615) for Parklawn Building occupants.
*Plus all overtime costs, travel, per diem, material, maintenance fees, and other related expenses.
|
| Point of Contact:
| Donald Deering
|
| Phone:
| (301) 443-2714
|
| E-mail:
| security@psc.hhs.gov
|
| Performance Standards:
| 95% of all properly received requests will be scheduled for creation within 3 business day of receipt of request.
95% of all cards properly created will be scheduled for issuance within 4 business days of receipt of card.
100% of all issuances will be properly verified using two proper forms of identification from the I-9 form.
|
| Offered to:
| All Federal Agencies
|
| Service Fee: |
$20.32 per HSPD-12-compliant credential (badge) |
| Point of Contact:
| Michael Newell
|
| Phone:
| (301) 443-2714
|
| E-mail:
| security@psc.hhs.gov
|
Real Property (OP614)
Administers the Federal Real Property Assistance Program for HHS. Transfers Federal surplus real properties to be used for various public health programs, as well as for homeless assistance programs provided by State and local government agencies and private nonprofit organizations.
| Performance Standards:
| 95% of requests for application instructions for the acquisition of properties will be addressed within 3 business days of receipt.
|
| Offered to:
| HHS
|
| Service Fee:
| $10.26 per Full-Time Equivalent (FTE) per year
|
| Point of Contact:
| Theresa Ritta
|
| Phone:
| (301) 443-2265
|
| E-mail:
| rpb@psc.gov
|
Transhare (OP618)
Provides transit subsidy media to Federal employees nationwide who use public transportation to travel to and from work and who meet all applicable requirements for program participation. Services include: the processing of transit subsidy applications, purchase of media, distribution of media to participants, and tracking of media use.
| Performance Standards:
| 95% of applications will be processed within 10 business days of receipt.
95% of fare media will be distributed quarterly prior to the effective date of media.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| 4.3% of media value*
*Plus actual cost of media and express mailings to regional customers.
|
| Point of Contact:
| Charlene Lewis
|
| Phone:
| (301) 443-2414
|
| E-mail:
| psctranshareprogram@psc.gov
|
Transportation (OP634)
Provides long-term and daily rental vehicles for official business and executive transportation vehicles/services to authorized user, manages the HHS handicapped van and provides handicapped driver services to authorized users, and manages all vehicle reporting requirements.
| Performance Standards:
| 100% of vehicles requested more than 24 hours in advance will be delivered to Parklawn or to National Institutes of Health (NIH) sites by 8:00 a.m. on the day of the order.
90% of vehicles requested less than 24 hours in advance will be delivered to Parklawn or to NIH sites by 8:00 a.m. on the day of the request.
100% of vehicles will be inspected for cleanliness and a full fuel tank.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| GSA Leased Vehicle: $305.21 per month per vehicle, plus GSA lease costs
Daily Vehicle Rental: $28.71 per use per vehicle, plus actual rental cost.
Contractual obligations may result in an additional charge for vehicles requested less than 24 hours in advance.
|
| Point of Contact:
| Pat Henningham
|
| Phone:
| (240) 276-0814
|
| E-mail:
| pat.henningham@psc.hhs.gov
|
Warehouse Operations (OP605)
Provides logistics services related to general storage, labor services, product distribution, and property disposal.
Services Include:
- General Storage
Provides secure short-term, long-term, and new acquisition storage, delivery, and disposal services. Provides high-value item secured space with 24-hour video monitoring and climate-controlled storage, as available.
| Performance Standards:
| 100% of surplus or excess property will be picked up and received for storage by close of business on the 3rd business day after receipt of a request for pickup.
97% of material delivered to the PPF will be processed and stored by close of business no more than 2 business days after receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $0.05 per foot per day*
*Plus actual cost of additional customer-driven requirements.
Items that are received by the PPF but not stored are subject to a delivery charge (Washington metropolitan area) of the full labor service rate, not to exceed $75.00.
|
| Point of Contact:
| Ed Moore
|
| Phone:
| (240) 276-0812
|
| E-mail:
| eddie.moore@psc.hhs.gov
|
Labor Services
Provides manual labor to facilitate the pickup, transport, and unloading of furniture and equipment associated with interoffice and intraoffice moves, as well as labor services for other nonpersonal service requirements.
| Performance Standards:
| 85% of vendor shipments will be delivered to Parklawn customers within 2 business days of receipt. 100% will be delivered within 3 business days of receipt.
85% of internal material will be delivered and surplus property will be picked up by close of business on the 2nd business day following the request. 100% will be delivered or picked up by the 3rd business day following the request.
Expedited jobs are acted on as staff become available, but are subject to an expedite surcharge (a percentage of the standard hourly rate) accrued for the time to complete the request.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $56.77 per hour*
*Plus actual cost of additional customer-driven requirements.
|
| Point of Contact:
| Darryl Bailey (Parklawn)
|
| Phone:
| (301) 443-2567
|
| E-mail:
| darryl.bailey@psc.hhs.gov
|
|
| Point of Contact:
| Sue Richardson (Southwest Complex)
|
| Phone:
| (202)401-8651
|
| E-mail:
| surayya.richardson@psc.hhs.gov
|
|
| Point of Contact:
| Phil Schneider (PPF)
|
| Phone:
| (240) 276-0909
|
| E-mail:
| phil.schneider@psc.gov
|
Product Distribution
Provides receipt, storage, and distribution of customer-owned stock. Issues forms, letterhead, envelopes, memorandum stationery, publications, and other material; provides mass-mailing development, including packaging, labeling, and mailing; provides inventory control and management services and operates an integrated, internal shipping and handling service that minimizes customer-paid shipping costs to move printed items; accepts new receipts and reports statistical data on inventory status, storage space utilization and fees, product utilization, postage/distribution costs, and customer demand history to customers as required; and maintains a Web site
(http://propshop.psc.gov) for 24/7 electronic product ordering.
| Performance Standards:
| 100% of orders will be shipped within 3 business days of receipt.
100% of premium or overnight service requests will be processed and shipped the same day, if received within sufficient time to arrange express delivery service.
100% of expedited or manually entered jobs will be acted on immediately, but are subject to a surcharge (a percentage of the standard hourly rate) accrued for the time to complete the request.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| Web-Streamed Distribution: $24.86 per line item*
Mass-Mail Distribution: $2.32 per mailing address*
*Plus actual postage costs. A one-time fee may apply for Web or catalog development.
|
| Point of Contact:
| Annie Herzog
|
| Phone:
| (240) 276-0800
|
| E-mail:
| andrea.herzog@psc.hhs.gov
|
Property Disposal
Provides collection, classification, documentation, and disposal services for most surplus Government equipment. Ensures disposals are conducted in accordance with all regulatory and environmental requirements; interfaces with the asset management function to ensure the timely maintenance of accountable property records; and performs disk wipe services to the National Institute of Standards and Technology (NIST) standard.
| Performance Standards:
| 99% of property identified as surplus will be received at the PPF within 3 business days of request.
100% of property will be disposed of per GSA direction, with 90% disposed of within 180 days or less.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| Office Furniture: $29.92 per piece*
Information Technology (IT) Equipment: $28.19 per piece*
Hazardous Materials: $1,017.97 per piece*
*Plus actual cost of additional customer-driven requirements.
|
| Point of Contact:
| Ed Moore
|
| Phone:
| (240) 276-0812
|
| E-mail:
| eddie.moore@psc.hhs.gov
|
TECHNICAL SUPPORT SERVICES
Conference Services (OP619)
Provides comprehensive conference or meeting facilities and services tailored to customers’ individual needs. Services include: rooms with telephone and local area network (LAN) services, online scheduling of meeting space, coordination of logistics such as room setup and cleanup, LCD and slide projectors, projection screens, laser pointers, TV monitors, VHS and DVD players, conference telephones, lecterns, flip charts, markers, tape duplication, and video and audio recording. Provides video teleconferencing for an additional charge.
| Performance Standards:
| 95% of conference room and/or equipment reservations will be confirmed via e-mail within 1 business day of request. E-mail will contain complete reservation requirements (e.g., required: time, date, and room; room setup; and audiovisual equipment).
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| Large Conference Room: $148.08 per hour
Small Conference Room: $49.60 per hour
Video Teleconferencing: $150.00 per hour, in addition to room fee
|
| Point of Contact:
| Joyce Young
|
| Phone:
| (301) 443-0158
|
| E-mail:
| joyce.young@psc.hhs.gov
|
Departmental Forms Management (OP624)
Administers the HHS forms management program and develops Department-wide initiatives, policy, and procedures governing the program. Provides for review, clearances, controls, numbering, and inventory for all official forms used within the Department; serves as the focal point for HHS in the implementation of the Presidential Management Agenda (PMA) E-Forms Initiative and provides technical assistance and training to Operating Division (OPDIV) Forms Management Officers (FMOs); and ensures compliance with policy and clearances required and/or mandated by the Office of Management and Budget (OMB), Chief Information Officer (CIO), Information Technology Service Center (ITSC), Freedom of Information Act (FOIA) (privacy), and Records Management offices.
| Performance Standards:
| 95% of the required reporting mandates and timelines will be met.
|
| Offered to:
| HHS
|
| Service Fee:
| $11.42 per Full-Time Equivalent (FTE) per year |
| Point of Contact:
| Lisa Sneed
|
| Phone:
| (301) 594-0545
|
| E-mail:
| lisa.sneed@psc.hhs.gov
|
Graphic Arts (OP620)
Provides consultation, design, and technical services for a wide variety of visual communications products. Services include: writing and editing, layout, design, and production of brochures, posters, Web design, publications, exhibits, displays, presentations, signs, awards, flyers, plaques, and conference materials. Provides form analysis and design, including electronic automation in fillable and Section 508-compliant formats; provides a variety of photographic services that include on-location photography for special events, employee-of-the-month plaques, official portraits, and passport photographs; and provides film processing for color as well as black-and-white film, and processing and mounting of 35mm slides.
| Performance Standards:
| 95% of all orders will be assigned to a Specialist within 3 business days of receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $104.34 per hour*
*Plus actual overtime, travel, contract charges, and other related expenses. Expedited orders will be charged with a 25% surcharge.
|
| Point of Contact:
| Ralph Russell (Graphic Arts)
|
| Phone:
| (301) 594-3185
|
| E-mail:
| ralph.russell@psc.hhs.gov
|
|
| Point of Contact:
| Catherine Brown (Photography)
|
| Phone:
| (301) 443-1090
|
| E-mail:
| cathy.brown@psc.hhs.gov
|
Special Note to Graphic Customers: We do not honor requests for caricature drawings of personnel. All other requests for personal-type awards, such as retirement plaques and customized items, should follow your agency's internal policies and/or regulations. If you are unsure of these rules, please check with your agency's Ethics Officer prior to submitting requests for service to the PSC.
Mail Operations (OP623)
Provides metering and twice-daily interoffice delivery and pickup of all categories of Government documents or packages to Parklawn and outbuildings and to Southwest Complex offices in Washington, DC. Registers, and certifies mail when appropriate; and provides messenger and transportation services, interagency special and foreign mail service, as well as small-package carrier and overnight service.
| Performance Standards:
| 99% of properly addressed incoming and outgoing mail will be processed within 1 business day of receipt.
97% of metered mail requests will be delivered to the U.S. Postal Service (USPS) with correct and legible postage affixed during any 30-day reporting period.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $0.21 per mail piece*
*Plus actual postage cost (USPS, small-package carrier)
|
| Point of Contact:
| Bobbi Sue Cline
|
| Phone:
| (301) 443-2447
|
| E-mail:
| bobbisue.cline@psc.hhs.gov
|
Printing Procurement (OP625)
Provides printing procurement services in accordance with rules and regulations set forth by the Congressional Joint Committee on Printing and other guidelines. Provides technical advice, assistance, and estimates in all aspects of preplanning, including composition and layout of publications and forms; professional page-layout programs; selection of paper stock, ink, and production method; and delivery schedules and their effect on costs. Develops highly technical printing and binding specifications for all types of products; procures printing orders utilizing term contracts, simplified purchase agreements, and Government Printing Office (GPO) contract services; determines the appropriate class of mail for distribution in compliance with postal regulations; and provides monthly reports to all customers concerning bid costs associated with printing procurement orders.
| Performance Standards:
| 95% of orders received will be procured within 4 business days of receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| 10.5% of actual procured value of the order*
*Expedited orders will be assessed an additional 5% fee of procured value of the order.
|
| Point of Contact:
| Diana Mathews
|
| Phone:
| (301) 443-6740
|
| E-mail:
| diana.mathews@psc.hhs.gov
|
Reprographics (OP626)
Provides a variety of staffed reprographic services including high-speed digital reproduction of documents in black and white, electronic image production, a variety of bindery services, product distribution, and pamphlet and booklet making. Provides technical assistance and job planning; and maintains self-service copiers in walkup locations in both Parklawn and Hubert H. Humphrey Buildings.
| Performance Standards:
| 95% of copying jobs received at the Parklawn-staffed center will be completed within 3 business days of receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| Jobs up to 25,000 copies: $0.085 per copy*
Jobs over 25,000 copies: $0.050 per copy*
*Plus actual cost of any special materials (such as bindings). An expedite fee of 25% of the total cost (excluding materials) of the order will be charged for rush orders.
|
| Point of Contact:
| Paula Wise
|
| Phone:
| (301) 594-0559
|
| E-mail:
| paula.wise@psc.hhs.gov
|
Telecommunications Management (OP629)
Provides telecommunications project management. Establishes and manages partnerships with customers and vendors; serves as liaison with customer telecommunications managers and cochairs the customer-based Steering Committee. Manages the voice mail system; oversees desktop maintenance; develops solutions to fulfill customer needs; evaluates proposals from contractors to provide state-of-the-art equipment and services; and provides management and oversight of domestic and international long-distance services. Provides centralized billing for telecommunications dial-tone, voice mail, adds/moves/changes, and telecommunications equipment; dedicates efforts to provide error-free bills for all customers; and, at a high level, monitors vendor invoices to ensure accuracy and contract compliance.
| Performance Standards:
| 95% of all trouble calls will be cleared within 1 business day of receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $37.80 per line per year*
*Plus actual cost of equipment and service usage.
|
| Point of Contact:
| Mike Pravlik
|
| Phone:
| (301) 443-8600
|
| E-mail:
| mike.pravlik@psc.hhs.gov
|
Telecommunications Services (OP627)
Provides voice and data telecommunications technical design and support for equipment and services (including voice mail). Acquires cost-effective, responsive, and flexible telecommunications products and services for customers within the National Capital Region (NCR); provides liaison between customers and telecommunications vendors, and project management and implementation; provides domestic and international calling cards, toll-free services, FTS 2001 domestic long-distance and international long-distance connectivity; and provides advice and assistance for audio conference calls and customer billing issues resulting from direct bills from vendors.
| Performance Standards:
| 95% of telephone service requests involving 10 or fewer stations will be processed within 4 business days of receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $91.08 per line per year*
*Plus actual cost of equipment and service usage.
|
| Point of Contact:
| Mike Pravlik
|
| Phone:
| (301) 443-8600
|
| E-mail:
| mike.pravlik@psc.hhs.gov
|
INFORMATION TECHNOLOGY SERVICES
Provides common IT infrastructure and technologies to selected customers. Services include: network security, including support and management of servers and network devices, monitoring of the environment, management of security software and incident response; Local area network (LAN) and wide area network (WAN) connectivity; network file sharing, backup and restore; complete support and management of workstations and laptops ( includes lifecycle refresh); software refresh with maintenance; shared network printing with optional color capability including toner; Blackberry devices and services, (includes lifecycle refresh); 24x7 help desk support, desk side support, network and security operations.
Performance Standards and Service Fees are located at: http://intranet.hhs.gov/itservicecenter
OTHER ADMINISTRATIVE SERVICES
Board for Correction (OP209)
Manages and conducts the process for U.S. Public Health Service (PHS) Commissioned Corps Officers to appeal for the correction of their official personnel records due to an error or injustice. Establishes and maintains an active Board for Correction for review of submissions; staffs submissions through appropriate offices, such as the Office of the General Counsel and the Office of Commissioned Corps Operations, as necessary; documents Board proceedings and prepares correspondence to applicants of Board decisions; and provides timely and accurate advice and assistance to Board members.
| Performance Standards:
| 95% of cases will be forwarded by the Board to the appropriate parties within 5 business days of receipt.
|
| Offered to:
| HHS
|
| Service Fee:
| $25.45 per Active Duty Commissioned Corps Officer per year
|
| Point of Contact:
| Elizabeth Davis
|
| Phone:
| (301) 443-0483
|
| E-mail:
| elizabeth.davis@psc.hhs.gov
|
Cooperative Administrative Service Unit (CASUs)
The PSC is the Lead Agency for three CASUs, reimbursable entities who provide a variety of high quality support services to Federal agency customers nationally.
PSC-sponsors the following CASUs:
- The Mid-America CASU in Kansas City, MO
- The Rocky Mountain Regional CASU in Denver, CO
- The Mid-Atlantic CASU in New York City, NY
To obtain a complete list and description of CASU services or to place a request for service, please contact the CASU directly.
Employee Child Care Services (OP105)
Provides Government liaison to the contractor that manages the Healthy Beginnings Child Development Center (HBCDC). The Center provides quality onsite childcare for children of HHS employees, which includes an appropriate curriculum, adequate and quality staff, and efficient administration of the operation; provides maintenance and security of the HBCDC facility, with an enrollment capacity of 120 infant, toddler, and preschool-age children; provides general information regarding the childcare program; ensures HHS employees will have daycare enrollment priority; provides oversight and management of the PSC Childcare Subsidy Program; develops plans to promote and publicize the program to customer agencies and serves as liaison between the parents and the subsidy contractor to ensure payments are made on a timely basis to the childcare providers.
| Performance Standards:
| 98% of parent calls and requests for conferences will be responded to within 1 business day of call or request and will work with both parties to resolve issues.
95% of employee subsidy applications are forwarded to the contractor within 3 business days of receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $256.79 per dependent child enrolled per month (Daycare Center Liaison)
20% of direct subsidy payment includes all subsidy contractor fees (Subsidy Liaison)
|
| Point of Contact:
| Rebecca Donnelly
|
| Phone:
| (301) 443-5652
|
| E-mail:
| rebecca.donnelly@psc.hhs.gov
|
Freedom of Information Act (FOIA) Services (OP101)
Responds to all requests for records in the custody and control of any components of the Office of Public Health and Science (OHPS), the PSC, and the Rockville, Atlanta, and Baltimore Human Resource Centers. Determines whether to release or deny the records; responds to all requests for records that involve more than one of the PHS agencies and the PSC, including its records in the regions; responds to all administrative appeals that are filed as a result of a requester receiving a denial by one of the public health agencies or the PSC; responsible for working with the Office of the General Counsel and the assigned Assistant U.S. Attorney to resolve FOIA litigation initiated as a result of a FOIA denial or appeal involving any of the public health agencies or the PSC; provides FOIA training and consultation to OPHS and PSC programs; and provides FOIA consultation to all public health agencies.
| Performance Standards:
| 95% of requests and appeals will be logged into the tracking system and interim letters generated to the requesters/appellants identifying the assigned case numbers and office contact information within 1 business day of receipt.
95% of requests and appeals will be controlled to reach appropriate Operating Divisions (OPDIVs) to begin a search and duplication of responsive records within 1 business day of receipt.
|
| Offered to:
| HHS
|
| Service Fee:
| By agreement per participating OPDIV
|
| Point of Contact:
| Carol Maloney
|
| Phone:
| (301) 443-5252
|
| E-mail:
| carol.maloney@psc.hhs.gov
|
HHS Hotline – Department Information Line (OP616)
Manages the general information telephone line for the Department, receiving inquiries, helping callers find information, and directing them to HHS program offices and other Federal, State, and local organizations.
| Performance Standards:
| 90% of the time, the HHS Hotline will be available for inquiries each business day between 8:30 a.m. and 5:00 p.m. Eastern Standard Time.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $1.74 per Full-Time Equivalent (FTE) per year
|
| Point of Contact:
| Kimberly Tran
|
| Phone:
| (301) 443-2414
|
| E-mail:
| kimberly.tran@psc.hhs.gov
|
Regional Support (OP631)
Provides administrative services to HHS staff in the 10 regional offices in Boston, New York, Philadelphia, Atlanta, Chicago, Dallas, Kansas City, Denver, San Francisco, and Seattle. Services offered include: facility space planning, personal property, telecommunications, mail, office automation, and miscellaneous administrative support services.
| Performance Standards:
| 95% of all customer requests or inquiries for assistance will be responded to within 1 business day of request or inquiry.
|
| Offered to:
| HHS
|
| Service Fee:
| Actual cost allocated by population
served
|
| Point of Contact:
| Lisa Buzzuro
|
| Phone:
| (301) 443-2518
|
| E-mail:
| lisa.buzzuro@psc.hhs.gov
|
BUSINESS TECHNOLOGY OPTIMIZATION (BTO)
Director: Jack Stoute, Acting
Phone: (301) 443-2365
E-mail: jack.stoute@psc.hhs.gov
The primary focus of the Office of Business Technology Optimization (BTO) is to assist the PSC in maximizing its return on Information Technology (IT) investments by ensuring new technology and process solutions and supportive of its strategic business goals.
Information Technology Consulting Services (OP109)
Provides consulting services to identify, develop, and implement IT solutions that will assist HHS organizations in maximizing return on IT investments and ensuring IT solutions support strategic business goals. Provides IT security consulting services in the areas of certification and accreditation (C&A), IT security training, Federal Information Security Management Act (FISMA) audits, security test and evaluation (ST&E), and IT Continuity of Operations (COOP) in compliance with Federal guidance.
| Performance Standards:
| 95% of project plan milestones will be met on time.
90% of projects will be delivered within budget.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $108.51 per hour
|
| Point of Contact:
| Jack Stoute
|
| Phone:
| (301) 443-2365
|
| E-mail:
| jack.stoute@psc.hhs.gov
|
PSC Contact Center "ONE-DHHS" (OP109)
The PSC multi-channel Contact Center provides first-level telephone or e-mail support for employees or citizens from 7:00 a.m. to 9:00 p.m. Eastern Time, Monday through Friday. These hours can be expanded to accommodate individual programs. The following are key features:
Toll-free calling using the toll-free number of your choice or the Center’s “1-888-ONE-DHHS” (663-3447) number.
A fully staffed Contact Center with a trouble-ticket system to capture, track, analyze, and report on service request details.
E-mail support with full trouble-ticket compatibility featuring immediate e-mail acknowledgments, predefined e-mail templates for auto-responses, and ability to redirect e-mail to the Center automatically from any source.
Interactive voice response (IVR) to route incoming calls and provide unattended services including voice mail, special announcements, and pre-recorded messages. Voice mails responded to on the following business day.
Weekly executive and operational reports summarizing contact center performance metrics and analyses of call and e-mail patterns.
Automated customer satisfaction surveys for callers through the telephone keypad.
Secure environment monitored for systems and personnel compliance by HHS security officials. All Center personnel have been designated Level 5C, medium risk public trust.
| Performance Standards:
| 85% of calls will be answered within 30 seconds.
98% of e-mail will be answered within 2 business days.
90% of customers surveyed are satisfied with their Help Desk experience.
99.9% of the time, the Help Desk will be available during operating hours.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| By agreement per participating agency.
|
| Point of Contact:
| Robert Spector
|
| Phone:
| (301) 443-2365
|
| E-mail:
| robert.spector@psc.hhs.gov
|
FINANCIAL MANAGEMENT SERVICE (FMS)
Director: Larry Bedker
Phone: (301) 443-1478
E-mail: larry.bedker@hhs.psc.gov
The Financial Management Service (FMS) serves as a major part of the foundation of the U.S. Department of Health and Human Services (HHS) finance and accounting operations by providing grant payment management services, accounting and fiscal services, debt management services, and rate review, negotiation, and approvals for departmental and other Federal grant and program activities to HHS and other Federal Departments. Fiscal advice, as well as technical and policy guidance, is also available to assist in implementing new initiatives to ensure compliance with regulatory requirements.
Accounting Services (OP405)
Provides a full range of financial and accounting services including commitment and fund accounting, funds control, disbursements, preparation of financial statements, all types of reporting, assistance with financial problem solving, and program design. The FMS is able to assure its customer agencies that all Federal financial management system requirements and applicable Federal accounting and transaction standards are met. The FMS uses the Unified Financial Management System (UFMS), an online, real-time application, and the Core Accounting System (CORE) (Indian Health Service only), which accepts both manual and electronic input, performs accounting edits and validations, and produces accounting transactions for the general ledger and subsidiary ledgers. The FMS accounts for all costs, obligations, disbursements, advances, receivables, and expense and revenue accruals, and supports administrative control of funds. Both standard and custom-designed reports are available in hard-copy and electronic format, and customers are provided extensive online query capabilities. In addition, UFMS reports can be accessed via the Web, and the data can be downloaded to an Excel spreadsheet for local use.
| Performance Standards:
| 100% of the time will prepare audit-quality annual financial statements within required timeframes.
100% of financial reports will be submitted within the U.S. Department of the Treasury/Office of Management and Budget (OMB) published deadlines after the end of the covered period (e.g., monthly, quarterly, and yearly).
90% of accounting events will be recorded within 2 business days of receipt of electronic transactions and within 3 business days of receipt of valid hard-copy documents.
100% of the time will close fiscal year within 15 days of yearend.
99% of eligible disbursements will be issued electronically.
95% of invoices will be paid on time.
|
| Offered to:
| HHS
|
| Service Fee:
| $10.57 per non-ADP transaction
$0.73 per ADP transaction
|
| Point of Contact:
| Vincent Watson
|
| Phone:
| (301) 443-6426
|
| E-mail:
| vincent.watson@psc.hhs.gov
|
Cost Allocation/Indirect Cost Negotiations (OP401)
HHS, through the Division of Cost Allocation (DCA), is designated by OMB as the cognizant Federal Agency for reviewing and negotiating facility and administrative (F&A) rates (also known as indirect cost rates), fringe benefit rates, special rates as determined to be appropriate, research patient care rates, statewide cost allocation plans, and public assistance cost allocation plans. The DCA provides these services on behalf of Federal granting and contracting agencies nationwide based on the legal requirement for grant- and contract-issuing agencies to review cost allocation methods and practices of entities receiving Federal grant and contract funds. This service helps ensure that indirect cost rates paid by the Federal Government are legally sound, fair, and equitable.
Additional services provided by the DCA include: resolving audit findings on cost allocation plans and indirect cost rates; providing guidance on matters affecting grant programs; providing recommendations on improving grantee accounting systems; and providing assistance in developing Government-wide and Department-wide accounting policies, procedures, and regulations.
| Performance Standards:
| 85% of cost rate proposals will be reviewed and negotiated within 6 months of receipt.
85% of Statewide and Public Assistance Cost Allocation Plans will be reviewed and negotiated within 12 months of receipt.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $123.45 per hour*
*Plus additional customer-specific requirements
|
| Point of Contact:
| Darryl Mayes
|
| Phone:
| (202) 401-0215
|
| E-mail:
| darryl.mayes@psc.hhs.gov
|
Debt Collection Center Services (OP404)
Provides a full range of state-of-the-art debt management and collection services covering virtually all types of receivables. Services include: account maintenance; credit card processing; demand, custom letters, and account or billing statements; lockbox facilities; referral of delinquent accounts to commercial debt collection agencies; referral of health profession claims for Medicare and Medicaid participation exclusion; referral of debts to the U.S. Department of Justice (DOJ) for enforced collection; referral of debts to the Treasury Offset Program (TOP) for administrative offset; referral of debts to Treasury for cross-servicing; reporting of debts to credit reporting agencies; report preparation, both regulatory and ad hoc; and 1099C reporting and 1098E reporting to the Internal Revenue Service (IRS).
The PSC is a Treasury-designated Debt Collection Center.
| Performance Standards:
| 95% of delinquent debts will be referred to TOP within 180 days of the date of delinquency (assumes proper due diligence).
95% of eligible health profession debts will be referred to the Office of the Inspector General for exclusion from participation in Medicare within 60 days of request by DOJ.
100% of the time will issue Form 1099C, Cancellation of Debt, to eligible health profession debtors and will report the written-off debt to the IRS by the IRS due date.
95% of all collections are deposited to Treasury within 1 business day of receipt.
|
| Offered to:
| Due diligence services (notification and demand for payment) are available to all Federal Agencies.
Full-scope debt management services are available to HHS only.
|
| Service Fee:
| $298.20 per hour*
*Debt Collection Center costs are offset against collections to the extent provided by law.
Costs not offset against collections are charged to customers based on labor hours and directly related overhead devoted to the specific portfolio.
|
| Point of Contact:
| Don Pooton
|
| Phone:
| (301) 443-9237
|
| E-mail:
| don.pooton@psc.hhs.gov
|
HHS E-Gov Travel Center of Excellence (OP411)
Provides operational customer support on travel-related services for HHS. Services include providing Tier Three support to Federal Agency Travel Administrators and liaison to the Tier One E-Gov Travel Help Desk; performing contract maintenance for the E-Gov Travel and Travel Management Center vendors; collecting and responding to customer feedback; evaluating and prioritizing changes and improvements to systems and processes; managing the impact of upgrades and system testing; developing and executing training and communications plans; managing enhancement needs through development and deployment; and leading requirements gathering, testing, and implementation of any new or updated interface.
| Performance Standards:
| 95% of calls received will be answered and/or returned within 3 hours of receipt.
95% of customers completing PSC surveys will be satisfied with services provided by the
E-Gov Travel Center of Excellence.
|
| Offered to:
| HHS
|
| Service Fee:
| $36.61 per travel order or voucher
|
| Point of Contact:
| Mary Lanham
|
| Phone:
| (301) 443-9552
|
| E-mail:
| mary.lanham@psc.hhs.gov
|
Payment Management (Grant) Services (OP402)
Provides grant and grant-like disbursements, cash management, and grant accounting support services utilizing the Payment Management System (PMS). The PMS is a custom-developed, state-of-the-art, grant financial management and disbursement system. It is one of only two civilian grant disbursement systems approved by the Federal Chief Financial Officers Council.
Funds requests are submitted and processed online through the easy-to-use PMS payment request functions. All disbursements are completed by electronic funds transfer to the grantee’s bank account the following day (or the same day, if necessary). The PMS ensures customer grant-awarding agencies that Federal cash management goals are met by systematically managing the disbursement of funds to coincide precisely with recipient fund requirements.
Electronic financial reports and supporting accounting transactions are promptly provided to grant-awarding agency customers, enabling better management of grant activities, timely and accurate financial statement reporting, and enhanced support for program decision-making processes.
| Performance Standards:
| 97% of grant payment requests will be processed and delivered on the next business day.
97% of the time, the PMS will be available for customer input each business day from 7:00 a.m. to 6:30 p.m. Eastern Standard Time.
95% of the time, fully accurate management reports will be available within 5 days of
month's end.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $75.41 per Type 2 document*
*Type 2 documents are issued to universities, hospitals, and nonprofit organizations.
|
| Point of Contact:
| Anthony DiToto
|
| Phone:
| (301) 443-2012
|
| E-mail:
| Anthony.ditoto@psc.hhs.gov
|
Payroll Accounting Services (OP408)
The FMS performs payroll accounting services for HHS' civilian employees' and Commissioned Corps Officers' payrolls. Services include: payroll reconciliations; collection and disbursement of various payroll items such as income taxes and unemployment benefits; and reporting of those items to Treasury, States, the IRS, and the U.S. Department of Labor. The FMS also prepares the monthly Statement of Transaction (SF-224).
The FMS operates and maintains the Accounting for Pay System (AFPS) interface, which provides a systematic interface of payroll accounting information necessary to account for disbursements, obligations, and accruals for personnel costs. This interface results in the production of accounting transactions and expenditure control reports to accomplish accounting requirements. The AFPS provides customers with the online capability to manage payroll costs at the Common Accounting Number (CAN) level as well as change the distribution of costs as deemed necessary.
| Performance Standards:
| 95% of the time, the payroll SF-224 will be submitted to Treasury within 3 business days of the following month.
95% of the time, the payroll name list and cost summary reports will be produced within 5 business days of receipt of payroll data.
95% of the time, the monthly Full-Time Equivalent (FTE) reports will be produced within 5 business days of receipt of payroll data tapes.
|
| Offered to:
| All Federal Agencies
|
| Service Fee:
| $46.52 per W-2 per year
|
| Point of Contact:
| Vincent Watson
|
| Phone:
| (301) 443-6426
|
| E-mail:
| vincent.watson@psc.hhs.gov
|
HCAS O&M (OP412)
As the designated center of excellence for the HCAS O&M, the FMS will be managing and delivering O&M services for HCAS, the Department’s new acquisition system, under the authority of the HHS Service and Supply Fund (SSF) Board of Directors. Develops O&M policy and procedures; establishes services and monitors system performance; ensures coordination and knowledge transfer; oversees the HCAS change control process and configuration management; oversees HCAS production operations, including instance management; supports governance and reporting; and ensures customer satisfaction.
| Performance Standards:
| 99.8% of the scheduled time, the system will be available with no more than 0.2% of unplanned downtime.
100% of the time, issues that prevent users from accessing critical business functions will be resolved within 48 hours.
90% of the time, there will be a first-time response for Tier 3 help desk issues within 60 minutes.
90% of the time, approved and scheduled change requests will be implemented within a 10% schedule variance.
95% of the time, user feedback will be solicited after a change is implemented and users have satisfactorily understood and accepted the change.
100% of the time, authority will be maintained to operate HCAS, representing successful certification and accreditation.
|
| Offered to:
| HHS
|
| Service Fee:
| Cost to OPDIVs per agreement
|
| Point of Contact:
| Bharat Govindani
|
| Phone:
| (301) 443-6756
|
| E-mail:
| bharat.govindani@.psc.hhs.gov
|
UFMS Operations & Maintenance (O&M) (OP410)
As the designated center of excellence for the UFMS O&M, the FMS manages and delivers O&M services for UFMS under the authority of the HHS Service and Supply Fund (SSF) Board of Directors. The FMS develops O&M policy and procedures; establishes services and monitors system performance; ensures coordination and knowledge transfer; oversees the UFMS change control process and configuration management; oversees UFMS production operations, including instance management; supports governance and reporting; and ensures customer satisfaction.
| Performance Standards:
| 99.8% of the scheduled time, the system will be available with no more than 0.2% of unplanned downtime.
100% of the time, issues that prevent users from accessing critical business functions will be resolved within 48 hours.
90% of the time, there will be a first-time response for Tier 3 help desk issues within 60 minutes.
90% of the time, nightly batch processing will occur within 10 hours of the scheduled start time
90% of the time, approved and scheduled change requests will be implemented within a 10% schedule variance.
95% of the time, critical changes required to conduct period close will be successfully implemented before the start of the period-end function.
95% of the time, user feedback will be solicited after a change is implemented and users have satisfactorily understood and accepted the change.
100% of the time, authority will be maintained to operate UFMS, representing successful certification and accreditation.
|
| Offered to:
| HHS
|
| Service Fee:
| Cost to OPDIVs per agreement
|
| Point of Contact:
| Bharat Govindani
|
| Phone:
| (301) 443-6756
|
| E-mail:
| bharat.govindani@.psc.hhs.gov
|
FEDERAL OCCUPATIONAL HEALTH SERVICE (FOH)
Director: Gene Migliaccio, Dr.P.H.
Phone: (301) 594-0245
Email: |
