1305M2-18-Q-NFFN-0122_Questions_and_Answers.docx

1305M2-18-Q-NFFN-0122 Questions and Government Response:

1. Who is the current incumbent and what is the original contract date?

The incumbent is Metropolitan Communication Services, Inc. under contract WC-133F-15-SE-1500 and the original contract award date is 09/01/2015

2. What is the current obligated budget for the current contract and the total contract value over the full contract term?

The total contract value of the previous award was $36,000.

3. What was the base year contract value? Has the contract criteria changed since the original contract award? If so, can you provide any details of these changes?

All offerors are responsible for reading the Statement of Work to understand the criteria required. One notable change from the previous award is the number of estimated minutes per year has increased.

4. How many dedicated Customer Service Agents (CSR) are being assigned to support this contract by the incumbent or by the government?

The Government will not be providing any Customer Service Agents. It is the responsibility of the successful awardee to determine the number of staff necessary to fulfill the requirements specified in the SOW.

5. What "Occupation Code(s) Title" under the US Dept of Labor Wage Determination for the personnel assigned to this contract? (not rate)

Occupation codes could potentially be:

01041 - Customer Service Representative I 01042 - Customer Service Representative II 01043 - Customer Service Representative III

6. Our company has call center resources on-shore and off-shore, is the government open for managing the contract and operational compliance on-shore and the calls received by the CSR's in Manila Philippines?

The work must be performed in the United States.

7. What are the expected answer time when someone call? E.g. how many rings or seconds. Please provide service levels.

The minimum answer time would be immediately and the maximum answer time would be 30 seconds. Callers shall not be placed on hold or transferred to a voicemail. Please see revised SOW.

8. What is the average handling time of calls received?

2 – 5 minutes.

9. Is there a transition plan from the incumbent? Please provide details.

There is no transition plan from the incumbent.

10. What is the average time to train a CSR on your portal (Fishers IFQ)?

The online system has a screen with the questions required to ask so very little training time is required. Please see Appendix 1 in the SOW.

11. Can companies from outside USA apply for this? (submit a proposal for) Companies must be considered a small business under NAICS 561421.

13 C.F.R. § 121.105 (How does SBA define “business concern or concern”) states “Except for small agricultural cooperatives, a business concern eligible for assistance from SBA as a small business is a business entity organized for profit, with a place of business located in the United States, and which operates primarily within the United States or which makes a significant contribution to the U.S. economy through payment of taxes or use of American products, materials or labor.”

12. Whether we need come over there for meetings (come to USA for meetings)?

There is no need for onsite meetings.

13. Can we perform the tasks outside USA?

The work must be performed in the United States.

14. Can we submit proposals via email?

Yes – only email offers will be accepted.

15. Is there an incumbent contractor and can we provide the contract number?

Yes – see the answer to question 1