SFIOD Support Service Center (SSC) for Homeowner Refunds   5

Vision Statement
The purpose of this requirement is to achieve operational excellence by acquiring contractor support to assist the Single Family Insurance Operations Division (SFIOD) managing the Federal Housing Administrations (FHA) Mortgage Insurance Premium (MIP) refund program. By obtaining these services, SFIOD will be able to improve its MIP refund processes and accomplish HUD's mission of transforming the way HUD conducts business.

Introduction
The U.S. Department of Housing and Urban Development (HUD) provides mortgage insurance protection to HUD approved lending institutions against default by the mortgagor. SFIOD is responsible for the review and maintenance of all single family insured loans. Its responsibilities include the full range of transaction cycles, beginning with the establishment of the newly endorsed FHA case, posting the initial insurance premium, billing and collecting of periodic premiums, and concluding with the termination of insurance.
SFIOD is responsible for providing telephone assistance and informational services to homeowners, lenders, the general public, HOCs, and other government organizations. The call center averages 9,000 combined incoming and outgoing phone calls, and emails per month . 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. SFIOD is also responsible for contacting approximately 4,500 homeowners per month to notify them they are owed an MIP refund and provide guidance on the application process.
HUD/SFIOD is seeking Contractor support services to perform mortgage insurance refund servicing activities for external customers (homeowners). The core functions performed by SFIOD are: (a) receiving and responding to customer telephone calls, emails, and faxes, (b) making phone calls to homeowners, (c) form HUD-27050-B, Application for Premium Refund (Part-B Application), review and obtaining required supporting documentation, (d) referring homeowner and case information for refunds of mortgage insurance premiums to SFIOD, and (e) provide weekly and monthly status reports of tracked calls received and made with various attributes.
SFIOD operates in a web based and non-web based automated environment. The SFIOD data is retained in the Single Family Insurance Operation System net (SFISnet) and the Distributive Shares Refund System (DSRS).

Background
The U.S. Department of Housing and Urban Development (HUD) provides mortgage insurance protection to HUD approved lending institutions against default by the mortgagor. SFIOD is responsible for the review and maintenance of all single family insured loans. Its responsibilities include the full range of transaction cycles, beginning with the establishment of the newly endorsed FHA case, posting the initial insurance premium, billing and collecting of periodic premiums, and concluding with the termination of insurance, reporting of financial transactions, and supporting FHA's annual financial audit. The SFIOD insured loans are housed in SFISnet and mortgage insurance premium refunds are processed through DSRS.

SFIOD is responsible for performing the daily operations at the case level to support the mortgage insurance premium refund process. SFIOD tasks are receiving and responding to telephone calls, emails, and faxes, responding to customer emails and faxes, making phone calls to homeowners, assisting homeowners with completing the Part-B Application, obtaining required supporting documentation, and referring homeowner and case information for refunds of mortgage insurance premiums.
SFIOD uses the SFISnet and DSRS systems to research and refund mortgage insurance premiums at the case level.

Description of Services

HUD seeks a Contractor who shall provide support to the Single Family Insurance Operations Division. These services shall include but are not limited to the following:
Call Center Services
Customer Service
Administrative Support Services

Background
The purpose of this requirement is to achieve operational excellence by acquiring contractor support to assist the Single Family Insurance Operations Division (SFIOD) managing the Federal Housing Administrations (FHA) Mortgage Insurance Premium (MIP) refund program. By obtaining these services, SFIOD will be able to improve its MIP refund processes and accomplish HUD’s mission of transforming the way HUD conducts business. The U.S. Department of Housing and Urban Development (HUD) provides mortgage insurance protection to HUD approved lending institutions against default by the mortgagor. SFIOD is responsible for the review and maintenance of all single family insured loans. Its responsibilities include the full range of transaction cycles, beginning with the establishment of the newly endorsed FHA case, posting the initial insurance premium, billing and collecting of periodic premiums, and concluding with the termination of insurance.

Work Details
HUD seeks a Contractor who shall provide support to the Single Family Insurance Operations Division. These services shall include but are not limited to Call Center Services, Customer Service, and Administrative Support Services. The Contractor shall handle telephonic and written inquiries from homeowners, lenders, Home Ownership Centers (HOC), and other government organizations, and the public with issues related to Single Family Mortgage Insurance premium (MIP) refunds. The Contractor shall provide services as detailed in the attached Performance Work Statement.

Period of Performance
The contract includes a transition-in period for PWS Task 5.1 for 1 LO during the base period, followed by Call Center Support Services for 12 months during the base period and three option periods. The total duration of this contract, including the exercise of any options under this clause, shall not exceed 5 years.

Place of Performance
The geographic location(s) where the contract will be performed is not explicitly provided in the solicitation.