RFQ 05GA0A21Q0069 GAO OIG Hotline Q and A.docx

Government Accountability Office OIG Telephone Hotline and Web Based Reporting Services

SOLICITATION #: 05GA0A21Q0069

August 12, 2021

AMENDMENT 0001

QUESTIONS and ANSWERS

1. QUESTION: Is this considered a new requirement or is there an incumbent? If there is an incumbent, would you be able to share the incumbent Vendor Name, Contract ID, Award Date and Expiration dates so that I may identify it in FPDS?

ANSWER: Incumbent is , Navex Global, the contract expires 9/30/2021.

2. QUESTION: Does the Hotline take calls 7x24?

ANSWER: Yes

3. QUESTION: Do you know approximately how many calls?

ANSWER:

CY2014: 209 (95 web, 114 phone) CY2015: 225 (92 web, 133 phone) CY2016: 290 (139 web, 151 phone) CY2017: 270 (154 web, 116 phone) CY2018: 329 (201 web, 128 phone) CY2019: 497 (over 200 related to the same complainant) (434 web, 63 phone) CY2020: 219 (161 web, 58 phone) CY2021 thru mid-July 2021: 295 (264 web, 31 phone)

4. QUESTION: Can you confirm that the work for this RFQ has to be performed in Washington, DC?

ANSWER: No, but it must be performed in the United States.

5. QUESTION: Can this be performed as a Work@Home solution?

ANSWER: Yes

6. QUESTION: Is there an approximate number of Call Center Agents anticipated to fulfill the requirements of this RFQ?

ANSWER: No

7. QUESTION: Can you let me know if the place that performance is in DC? Meaning the agents have to be located in Washington, Washington DC? Or could another model like I work from home bottle or the agents be located anywhere else in the continental US or outside the contract?

ANSWER: The place of performance must be within the United States, but does not have to be in DC.

8. QUESTION: What data elements need to be collected in the complaint?

ANSWER: Data elements for complaints include complaint number; date and time received; caller name/phone #/email address unless caller chooses anonymity; subject names & contact information; witness names & contact information; text of complaint; web based complaints should be able to handle file attachments. The system should allow for following up or responding to complainants (whether anonymous or not) through the system.

9. QUESTION: Please confirm that the current application can be found @ https://oig.alertline.com/gcs/welcome.

ANSWER: Yes, that is the correct website.

10. QUESTION: Please describe the required reports and dashboards from the application.

ANSWER: Data elements for reports include complaint number; date and time received; caller name/phone #/email address unless caller chooses anonymity; subject names & contact information; witness names & contact information; text of complaint; web based complaints should be able to handle file attachments. The system should allow for following up or responding to complainants (whether anonymous or not) through the system.

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12. QUESTION: What percentage of complaints are filed by US citizens?

ANSWER: We don’t have this information as many of our complaints are anonymous and we do not request citizenship information from anyone.

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14. QUESTION: What the SLAs be for the call center operators?

ANSWER: We do not understand this question.

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16. QUESTION: If we were to win the contract, is an organizational conflict of interest created such that we are precluded from bidding on future GAO contracts or government contracts that use the OIG as a resource in contract bidding? In other words, given the role we would play in processing IG complaints would we be privy to too much information that would prevent us from either using the OIG or GAO in future protests?

ANSWER: No, if you were to win the contract, you will not be precluded from bidding on future GAO contracts or government contracts.

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18. QUESTION: What are the required hours for the call center operators?

ANSWER: 24 hours per day, 7 days per week

19. QUESTION: Will the GAO allow the Contractor to employ remote work-from-home agents on this program?

ANSWER: Yes, as long as they are located within the United States.

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21. QUESTION: Will the GAO provide the voice network or will the contractor be responsible for the voice network?

ANSWER: The contractor is responsible for the voice network.

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23. QUESTION: What languages will need to be supported by the call center operators?

ANSWER: English, ASL, and TTY.

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25. QUESTION: What percentage of calls are in a language other than English?

ANSWER: None that we are currently aware of.

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27. QUESTION: What percentage of calls are in Spanish?

ANSWER: None that we are currently aware of.

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29. QUESTION: Please provide actual or anticipated call volumes.

ANSWER:

30.

CY2014: 209 (95 web, 114 phone) CY2015: 225 (92 web, 133 phone) CY2016: 290 (139 web, 151 phone) CY2017: 270 (154 web, 116 phone) CY2018: 329 (201 web, 128 phone) CY2019: 497 (over 200 related to the same complainant) (434 web, 63 phone) CY2020: 219 (161 web, 58 phone) CY2021 thru mid-July 2021: 295 (264 web, 31 phone)

31. QUESTION: What is the average call handle time?

ANSWER: We do not have this information.

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33. QUESTION: What is the average after call wrap time?

ANSWER: We do not have this information.

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35. QUESTION: Will the contractor be responsible for the creation, development, or management of an IVR?

ANSWER: No

36. QUESTION: Part A specifies the NAICS code and “a business standard of 1,000 employees”. Is it correct to assume this is the total number of users of the tool for base year? What is the expected employee growth annually?

ANSWER: No, this is not the total number of users of the tool for base year. As stated, it is a business standard of 1,000 employees for this type of NAICS code. This standard is set by the Government.

37. QUESTION: Is there a need for multiple languages or is English the only language to be offered for both phone and web-based hotline? Is that expected to remain the same for the subsequent years?

ANSWER: English, ASL, and TTY. The language will remain the same in future.

38. QUESTION: Part B specifies that “all quotations must contain the attached GAO cover page”. The GAO cover page is not attached. Could you provide us with the cover page that is specified?

ANSWER: Yes, the GAO cover page will be provided in this Amendment 0001.

39. QUESTION: How many calls to the hotline are expected on an annual basis?

ANSWER:

CY2014: 209 (95 web, 114 phone) CY2015: 225 (92 web, 133 phone) CY2016: 290 (139 web, 151 phone) CY2017: 270 (154 web, 116 phone) CY2018: 329 (201 web, 128 phone) CY2019: 497 (over 200 related to the same complainant) (434 web, 63 phone) CY2020: 219 (161 web, 58 phone) CY2021 thru mid-July 2021: 295 (264 web, 31 phone)

40. QUESTION: In order to provide a fixed price solution, Integrity Lab has to make assumptions that may be radically different from what GAO OIG experiences. What are the acceptable assumptions that we can delineate in order to fulfill the fixed price model? For example, are we able to provide tiered pricing structure according to the number of phone inquiries? Are we able to provide different pricing solutions (within the fixed priced limits), or are we limited to only one quote?

ANSWER: The price determination submitted is up to the vendor. You are to use contract line item number (CLIN) in the RFQ SF 1449 form for the pricing, and submit a written proposal for how the work will be done.

41. QUESTION: Is NAVEX considered the contractor/offeror?

ANSWER: Yes, NAVEX is the incumbent.

42. QUESTION: What do you mean by code and facility code?

ANSWER: Those fields are used when the contract is awarded not during the solicitation phase.

43. QUESTION: Are there any directions that you may have as to how to fill out this form? I’ve never come across a form like this before and want to make sure I’m doing this correctly.

ANSWER: If you are referring to the solicitation RFQ SF 1449 form, you are to use contract line item number (CLIN) for the pricing, and submit a written proposal for how the work will be done. Send both documents to Ada Williams at williamsa2@gao.gov. Read the Statement of Work and all instructions in the RFQ carefully and submit the completed SF 1449 form and your written proposal providing your best approach.

QUESTION: What is the anticipated annual call volume for the call

ANSWER:

CY2014: 209 (95 web, 114 phone) CY2015: 225 (92 web, 133 phone) CY2016: 290 (139 web, 151 phone) CY2017: 270 (154 web, 116 phone) CY2018: 329 (201 web, 128 phone) CY2019: 497 (over 200 related to the same complainant) (434 web, 63 phone) CY2020: 219 (161 web, 58 phone) CY2021 thru mid-July 2021: 295 (264 web, 31 phone)

44. QUESTION: Section 3 references 3 attachments to this RFQ, Sam.Gov only has one document uploaded pertaining to this RFQ. When will the additional documents be uploaded?

ANSWER: Section 3 - Documents, Exhibits, or Attachments section has been removed from the RFQ.

45. QUESTION: What are the specific requirements regarding the web based complaint reporting system?

ANSWER: The requirements are listed in the RFPQ. However, data elements for complaints include complaint number; date and time received; caller name/phone #/email address unless caller chooses anonymity; subject names & contact information; witness names & contact information; text of complaint; web based complaints should be able to handle file attachments. The hotline system should allow for following up or responding to complainants (whether anonymous or not) through the system.

46. QUESTION: Is there an excel template for the pricing proposal?

ANSWER: No, sSee the CLINs on the RFQ that was posted. All pricing should be submitted on an excel spreadsheet.

47. QUESTION: Are security clearances a requirement for the awarded vendor?

ANSWER: No