ATTACHMENT 3 - RFQ 05GA0A25Q0053 Hotline Reporting Services Q A.docx

Government Accountability Office Fraud Hotline and Web Based Reporting Services

GAO RFQ #: 05GA0A25Q005

August 26, 2025 QUESTIONS and ANSWERS

1. QUESTION: If a Solicitation be issued as a result of the market research, will it be considered a new requirement or a follow-on to an existing contract?

ANSWER: This is a follow on to an existing requirement.

2. QUESTION: If there is an incumbent, would you be able to share the vendor’s name and the contract number, award date and the expiration date, including the value?

ANSWER: Contract 05GA0A22C0002. Integrity Lab, LLC. Contract started Feb 15, 2022. Current end date February 14, 2026.

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

ANSWER: The current contract is a Firm Fixed Price billed annually, as stated in this solicitation.

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

ANSWER: The current contract fee is $4,000, billed annually.

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

ANSWER: No. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

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

ANSWER: There is no minimum capacity. The vendor is required to process all incoming call complaints. Annual call complaints processed by the current vendor were 41 in 2023 and 36 in 2024.

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

ANSWER: There is no minimum simultaneous capacity. The vendor is required to process all incoming call complaints. Annual call complaints processed by the current vendor were 41 in 2023 and 36 in 2024.

8. QUESTION: What is the maximum wait time?

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

9. QUESTION: What is the maximum hold time?

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

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

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

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

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

12. QUESTION: Is there a minimum or maximum number of operators and supervisors?

ANSWER: There is no specific requirement. The vendor is required to process all incoming call complaints. Annual call complaints processed by the current vendor were 41 in 2023 and 36 in 2024. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

13. QUESTION: What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)?

ANSWER: Yes, the call center can work on other contracts at the same time.

14. QUESTION: What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)?

ANSWER: Yes, operators assigned to this contract can work on others at the same time.

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

ANSWER: GAO standard contract clauses call for the following:

(2) The Contractor shall make available at its offices at all reasonable times the records, materials, and other evidence for examination, audit, or reproduction, until 3 years after final payment under this contract or for any shorter period specified in FAR subpart 4.7, Contractor Records Retention, of the other clauses of this contract. If this contract is completely or partially terminated, the records relating to the work terminated shall be made available for 3 years after any resulting final termination settlement. Records relating to appeals under the disputes clause or to litigation or the settlement of claims arising under or relating to this contract shall be made available until such appeals, litigation, or claims are finally resolved.

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

ANSWER: See Question # 15 Answer above.

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

ANSWER: From current vendor: “Our call center seats are not exclusive to GAO; 45 agents are trained for the account including 4-6 shift supervisors.”

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

ANSWER: From current vendor: “The average wait time is 25 seconds.”

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

ANSWER: From current vendor: “The average talk time for phone calls of all types is 13.5 minutes, for calls where a report or inquiry is handled, average is 32 minutes.”

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

ANSWER: From current vendor: “Average after call work time is just under 1 minute.”

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

ANSWER: From current vendor: “Peak call times are 9-10am and 12-2pm; peak days are Friday and Monday.”

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

ANSWER: QUOTATION DUE DATE: ALL QUOTATIONS MUST BE SUBMITTED ELECTRONICALLY via email to Ada Williams at williamsa2@GAO.gov, Monday, September 1, 2025 at 5:00 p.m. ET. NO QUOTATIONS WILL BE ACCEPTED AFTER the due date.

23. QUESTION: What are the required insurance types that bidders must have?

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

24. QUESTION: Can you please provide greater explanation of your expectations related to any required subcontracting to minority-owned, women-owned, or other types or categories of small or disadvantaged businesses? For example, what is required with the proposal, and what is required to comply during the term of the contract?

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

25. QUESTION: Can you please provide greater details regarding your bid bond and/or performance bond requirements related to this contract? For example, what is required with the proposal, and what is required to comply during the term of the contract?

ANSWER: No, see the RFQ for what is required in the proposal.

26. 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: This is a firm fixed price contract. Bidders should submit bids with annual costs for the base year and 4 option years. Bidders are required to use the Attachment 2 - GAO Hotline Price Schedule.

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

ANSWER: No, that information cannot be provided.

28. QUESTION: (SOW, p.7) Will GAO require the contractor to build and host a new hotline web portal, or may the existing OIG portal (https://oig.alertline.com) be transitioned or retained?

ANSWER: This will be a new portal using the custom questions that GAO OIG provides.

29. QUESTION: (SOW, p.7-8) For anonymous complainant follow-up, does GAO expect integration with its internal case management system, or will a standalone follow-up feature suffice?

ANSWER: Follow up information should be stored in the data management system described in the SOW for this contract, which will be separate from GAO OIG’s existing internal case management system.

30. QUESTION: (SOW, p.8 – Expected Volume) Complaint data shows ~170 cases annually. Should vendors price for this approximate volume, or plan for potential increases?

ANSWER: We cannot guarantee how many complaints will be received each year. The volume was consistent for 2023 and 2024.

31. QUESTION: (SOW, p.8 – Data Management System) Will the contractor’s system need to integrate with GAO’s existing platforms, or will OIG staff access the contractor’s system directly?

ANSWER: OIG staff will access the contractor’s system directly.

32. QUESTION: (SOW, p.8) What is the required data retention period after contract completion?

ANSWER: See Answer to Question # 15 above.

33. QUESTION: (SOW, p.7-8) Are there specific encryption standards required for complaint data at rest and in transit?

ANSWER: There is no specific requirement for this. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work. GAO standard contract clauses state the following:

Because of the sensitivity and confidentiality of much of the data handled by GAO, the contractor shall maintain confidentiality of all documents, data and other information supplied to it by the GAO, in accordance with all applicable Federal guidelines and regulations. Confidentiality is essential to satisfactory contract performance. Also, specific tasks under this contract may involve processing records or portions of records which GAO treats as confidential and contain information subject to the GAO Privacy Procedures for Personnel Records, 4 C.F.R. Part 83. The contractor assumes full responsibility for and guarantees the security of all documents, data, and other information supplied by GAO.

34. QUESTION: (SOW, p.8) Does GAO define expected help desk service levels (e.g., resolution within 24 hours)?

ANSWER: There is no specific definition for this requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

35. QUESTION: (SOW, p.8) What is the required frequency and format of reports (monthly, quarterly, ad hoc)?

ANSWER: GAO OIG users must be able to create reports and download complaint data and attachments, per the SOW.

36. QUESTION: (SOW, p.8) Will GAO conduct independent testing of portal/phone system availability, or is contractor self-reporting acceptable?

ANSWER: There is no specific requirement for this. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

37. QUESTION: (General) The prior contract award amount is understood to be approximately $672,000 for five years. Should vendors assume a similar budgetary range, or is GAO expecting expanded scope/costs?

ANSWER: This is a new Firm Fixed Price contract. It is the responsibility of the vendor to provide their rates.

38. QUESTION: (Transition) If a new vendor is selected, will GAO allow for a transition period with the incumbent provider to ensure service continuity?

ANSWER: There is a transition period in the SOW of approximately 6 weeks, after which the new vendor would be expected to start processing complaints.

39. QUESTION: (Instructions, Section L, p.9) Are resumes required for hotline operators, or only for key technical/management staff?

ANSWER: Key technical and management staff.

40. QUESTION: (Security, GAO Clauses, p.17) Will GAO require site visits to contractor call centers or data storage facilities?

ANSWER: No.

41. QUESTION: (General) Is subcontracting permitted (e.g., for language interpretation or technical hosting)?

ANSWER: There is no specific requirement in this contract. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work. Refer to FAR 52.219-14 “Limitations on Subcontracting” for general information.

42. QUESTION: (General) Are there any small business subcontracting goals associated with this RFQ?

ANSWER: No.

43. QUESTION: (Contract Terms) Will option years be exercised automatically if performance is satisfactory, or will GAO re-evaluate annually before exercising options?

ANSWER: GAO will re-evaluate annually.

44. QUESTION: Is September 30th a firm start date?

ANSWER: Yes

45. QUESTION: Does the 24-hour phone service require a live agent for answering calls?

ANSWER: Yes

46. QUESTION: What are the specific requirements for granting OIG access to Salesforce?

ANSWER: There is no requirement for granting OIG access to a specific system. Whatever system the contractor uses must allow for at least two OIG administrative users and unlimited regular users, as stated in the SOW.

47. QUESTION: Does GAO prefer vendors propose a COTS/SaaS solution, or would a custom-developed cost-effective solution be acceptable if it fully meets the requirements? (Reference: Section J, "Statement of Work" and Section M, "Evaluation Factors for Award").

ANSWER: There is no preference for how the vendor meets the requirements in the SOW. The vendor must be able to meet all contractual requirements to process, store, and report complaints at their facility off- site.

48. QUESTION: If custom-built solutions are acceptable, will phased delivery (baseline at go-live with enhancements over time) be considered? (Reference: Section J, "Statement of Work" and Section M, "Evaluation Factors for Award").

ANSWER: There is an approximately 6-week transition period, after which the vendor must be able to meet all contractual requirements to process, store, and report complaints at their facility off- site. There is no preference for how the vendor meets the requirements in the SOW.

49. QUESTION: What transition period does GAO expect between award and full operational readiness? (Reference: Section J, "Statement of Work" and Section M, "Evaluation Factors for Award").

ANSWER: Approximately 6 weeks, per the SOW.

50. QUESTION: Should pricing include training for GAO OIG staff, and if so, how many users should vendors assume? (Reference: Section J, "Statement of Work" and Section M, "Evaluation Factors for Award").

ANSWER: Yes, any training necessary for up to 10 users should be included in the firm fixed price bid. We have updated the SOW section “other contract requirements” with this information.

51. QUESTION: How should vendors account for fluctuations in complaint volumes (historically 168–172/year), unlimited usage pricing or volume-based tiers? (Reference: Section J, "Statement of Work" and Section B, "Supplies or Services and Prices").

ANSWER: This is a firm fixed price contract. GAO OIG cannot guarantee annual complaint volumes.

52. QUESTION: Is GAO requiring the solution to be hosted in contractor-managed U.S. facilities, or is a FedRAMP-authorized U.S. cloud acceptable? (Reference: Section F, "Deliveries or Performance" and Section J, "Statement of Work").

ANSWER: FedRAMP-authorized U.S. Cloud is acceptable.

53. QUESTION: For pricing purposes, should vendors assume redundant U.S. call centers/data centers, or is a single location sufficient? (Reference: Section F, "Deliveries or Performance" and Section J, "Statement of Work").

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

54. QUESTION: Should vendors assume live-operator coverage 24/7/365, or is IVR/automated support acceptable during off-hours? (Reference: Section J, "Statement of Work").

ANSWER: See Answer to Question # 45 above.

55. QUESTION: Are there minimum staffing levels for phone operators, or is this at vendor discretion? (Reference: Section J, "Statement of Work") ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

56. QUESTION: Beyond U.S. data residency, are specific certifications required (FedRAMP Moderate/High, SOC 2 Type II, etc.)? (Reference: Section J, "Statement of Work" and GAO Privacy Clause).

ANSWER: There is no specific requirement beyond the standard GAO clause in the answer to Q33. Language has been added to the requirements for the data management system, changing “central electronic database” to “central, secured electronic database”.

57. QUESTION: Will GAO require APIs or export capabilities for system data as part of baseline pricing, or can these be proposed as optional? (Reference: Section J, "Statement of Work").

ANSWER: Per the SOW, complaint data and attachment should be available for GAO OIG users to download.

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

ANSWER: It is a GAO need to release this bid at this time.

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

ANSWER: No.

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

ANSWER: No.

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

ANSWER: This information cannot be provided.

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

ANSWER: Integrity Lab. 3.5 years.

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

ANSWER: This is a Firm Fixed Price contract. It is the responsibility of the vendor to provide their rates.

64. QUESTION: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? What is the budget for this RFP?

ANSWER: Firm fixed price. The current fee is $4,000 annually. The estimated budget for this RFP cannot be provided.

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

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

66. QUESTION: Is there a minimum or maximum number of operators and supervisors?

ANSWER: There is no specific requirement. As this RFQ is to be evaluated as LPTA, the minimum requirements have been included in the statement of work.

67. QUESTION: Are there any other required language besides English?

ANSWER: No.

68. QUESTION: What is the required degree of dedication for the call center? (Can call centers work on other contracts at the same time as this one)?

ANSWER: See Q13.

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

ANSWER: See Answer to Question # 18 above.

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

ANSWER: See Answer to Question # 19 above.

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

ANSWER: See Answer to Question # 20 above.

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

ANSWER: See Answer to Question # 21 above.

73. QUESTION: Are there any performance improvements you would like to see made?

ANSWER: No.

74. QUESTION: What is the lead time on this?

ANSWER: There is an approximately 6-week transition period, after which the vendor must be able to meet all contractual requirements to process, store, and report complaints at their facility off- site.

75. QUESTION: Is there a transition period?

ANSWER: There is an approximately 6-week transition period, after which the vendor must be able to meet all contractual requirements to process, store, and report complaints at their facility off- site.