RFQ 05GA0A22Q0008 Hotline Q A.pdf

Government Accountability Office Fraud Hotline and Web Based Reporting Services

GAO RFQ #: 05GA0A22Q0008

December 1, 2021

QUESTIONS and ANSWERS

1. QUESTION: Please reconfirm the due date for this procurement by providing it in response to answers to questions.

ANSWER: The due date for all quotes under this procurement is December 20, 2021 at 1:00 PM EST.

2. QUESTION: What is the date by which you will answer these questions?

ANSWER: The questions will be answered and posted in ample time, prior to submitting your quote.

3. QUESTION: Why has this bid been released at this time?

ANSWER: The current contract will expire March 31st.

4. QUESTION: Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

ANSWER: There is a GAO Price Schedule that all vendor should use in addition to their specific pricing page, if applicable.

5. QUESTION: Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

ANSWER: Unable to provide this information.

6. QUESTION: Has the current contract gone full term?

ANSWER: Yes.

7. QUESTION: Have all options to extend the current contract been exercised?

ANSWER: Yes

1. QUESTION: Who is the incumbent, and how long has the incumbent been providing the requested services?

ANSWER: The incumbent is NAVEX Global, Inc., Lake Oswego OR.

2. QUESTION: How are fees currently being billed by any incumbent(s), by category, and at what rates?

ANSWER: The contract is firm fixed price (FFP); therefore it is billed monthly.

3. QUESTION: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

ANSWER: Unable to provide

4. QUESTION: Is previous experience with any specific customer information systems, phone systems, or software required?

ANSWER: As noted in the RFQ, prior experience with phone and web services is one of the criteria for evaluation.

5. QUESTION: What is the minimum required total call capacity?

ANSWER: Please refer to RFQ –Page 10

6. QUESTION: What is the minimum simultaneous inbound call capacity?

ANSWER: Please refer to RFQ – Page 10

7. QUESTION: What is the maximum wait time?

ANSWER: Unknown

8. QUESTION: What is the maximum hold time?

9. QUESTION: What percentage of inbound calls must be answered by a live operator?

ANSWER: 100%

10. QUESTION: What percentage of calls must be resolved without a transfer, second call, or a return call?

ANSWER: The vendor is not require to resolve the call – the operator provides intake for the complaint. The complaint is then transmitted to GAO OIG who will resolve the complaint.

11. QUESTION: What is the maximum percentage of calls that can be terminated by the caller without resolution?

12. QUESTION: What is the required degree of dedication for the call center?

13. QUESTION: What is the required degree of dedication for the operators?

14. QUESTION: Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?

ANSWER: A message verification system or pre-recorded message is permitted prior to connecting with a live operator.

15. QUESTION: What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

ANSWER: There are no outbound phone calls. Inbound phone calls are documented in a complaint, but are not required to be audio-recorded. Complaint documents must be stored for the duration of the contract.

16. QUESTION: What are the recording and storage requirements for non-phone communications?

ANSWER: Non-phone communications must be stored for the duration of the contract. The non-phone communications will be documented in a complaint.

17. QUESTION: What information is to be included in call logs?

ANSWER: Please refer to RFQ – Page 10

18. QUESTION: What was your average monthly call volume over the past year?

ANSWER: The hotline received about 5 calls per month in calendar year 2021.

19. QUESTION: What is the current number of seats for operators and supervisors at your existing call center?

20. QUESTION: What is the current average wait time for phone calls?

21. QUESTION: What is the current average handle time for phone calls and other types of communications?

22. QUESTION: What is the current average after-call work time for operators?

23. QUESTION: Over the past year, what is the percentage of calls received in English versus non-English?

ANSWER: 100% English

24. QUESTION: Over the past year, what percentage of calls received were in Spanish?

ANSWER: None

25. QUESTION: What time of day, days of the week, or times of the year do calls typically peak?

26. QUESTION: We are unable to edit pdf form to complete it. Is it possible to send an editable version so we can fill out and sign the Form 1449?

ANSWER: Yes, it is acceptable to send an editable version fill out and sign Form 1449?

27. QUESTION: The title specifies that the Hotline is for OIG, and it is issued by GAO. We understand in the SOW that in Volume I, Factor III it says that only complaints related to GAO get submitted, but could we have a confirmation on the desired terminology and branding for the Hotline?

ANSWER: The vendor needs to be capable of designing the website in such a manner that, for complaints that do not involve GAO, the website guides the complainants to the correct OIG’s complaint site or hotline. The GAO OIG will work with the awardee on identifying the OIG’s complaint sites or hotlines for redirection as the vendor develops the website.

28. QUESTION: Section L, number 10 - It is stated that we should provide Resumes. Could you elaborate? Is a profile description acceptable?

ANSWER: Yes, profile descriptions are acceptable.

29. QUESTION: Volume II, Factor V specifies that a narrative to support basis of pricing and explanation of assumptions – Does the narrative and the explanation need to be in the excel document or in a word doc?

ANSWER: Both Excel or Word documents are acceptable.