SF-30_Amendment_0001.doc

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

NOAA/Eastern Acquisition Division 200 Granby Street, Suite 815

Norfolk, VA 23510 See Block 6

9B. Date (See Item 11)

08/15/2019

10A. Modification of Contract/Order No.

10B. Date (See Item 13)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDG-

MENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT

IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. Accounting and Appropriation Data (if required)

1. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACT/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

Set fourth item 14, pursuant to the authority of FAR 43.103 (b)

14. Description of Amendment/Modification (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

Amend Soliciation and Answer Questions 1305M219QNFFM02328 as follows:

1. See Page 2 for questios and answers.

2. The due date for receipt of quotes is changed from August 26, 2019 to 4:00 a.m. to August 29 at 4:00 p.m.

3. Except for the changes made herewith, all other terms, conditions, and provisions remain unchanged.

Question 1: Whether companies from Outside USA can apply for this?

Answer 1: This is a 100% small business set-aside. In order to be a small business you must be located in the United States.

Question 2: Whether we need to come over there for meetings?

Answer 2: That is not a requirement.

Question 3: Can we perform the tasks (related to RFP) outside USA? (Like from India or Canada)

Answer 3: This is a 100% small business set-aside. In order to be a small business you must be located in the United States.

Question 4: Can we submit the proposals via email?

Answer 4: Quotes must be emailed per the solicitation.

Question 5: Please provide historical inbound call volume by Year, Month, Day, Day of Week, and interval (e.g., daily and hourly call volume, service levels, and average length of calls in seconds).

Answer 5: We do not have the data you are reguesting. Monthly minutes from Jan 2015 to Apr 2019 are – 865.7, 715.5, 486.4,506.7, 601.6, 564.4, 583.6, 516.8, 513.0, 522.3, 519.5, 574.4, 565.9, 674.7, 730.9, 561.0, 505.0, 570.3, 594.8, 400.6, 633.7, 521.1, 684.7, 470.5, 597.3, 494.8, 408.4, 670.6, 557.0 519.5, 493.0, 401.7, 724.0, 540.3, 440.7, 577.2, 563.5, 361.7, 307.5, 528.4, 772.0, 645.4, 505.5, 566.2, 403.0, 497.7, 541.0, 550.8, 456.8, 344.5, 281.7, 446.0.

Question 6: If historical call center data (e.g., daily and hourly call volume, service levels, and length of calls) is not available, can you please provide the current staffing level by day, including staffing for all day Saturday and Sunday service days?

Answer 6: We do not have that information. You would need to determine that based on the requirement.

Question 7: Is this call center 100% phone based or will agents be required to handle incoming email and text messages?

Answer 7: At this time, its 100% phone based but emails may become a requirement at some point in the future.

Question 8: Is there call center technology currently in place (e.g., ACD, CRM, call monitoring, call recording)?

Answer 8: Yes, calls are recorded and we are able to go back and listen to the calls upon request. At the end of each contract year a recording of the year's calls is provided to the government.

Question 9: Is the expectation for this program that phone handling agents are dedicated (only handling your callers vs. also handling calls for other agencies or companies?

Answer 9: No that is not an expectation.

Question 10: The Pricing Schedule definition states 1,000 minutes (16.7 hrs) per month – does the 1,000 minutes mean the average time on the phone, etc., for the month? Is that what you want to see on your solicitation is a price for 16.7 hours in other words? And is that the current average in your experience with this phone work?

Answer 10: The 1000 minutes refers to the total accumulated minutes in a month for services.

Question 11: Can you provide the average number of inbound calls during after hours?

Answer 11: On weekends, there is an average of 10 calls per day and at night during the week about 3-5 max. Average call time for routine calls is 2-3 minutes.

Question 12: Will there be a period during the calendar year where NEFSC does not collect scientific/management data eg.,January/February?

Answer 12: No there is no break when we do not monitor calls as the fisheries operate year round.

Except as provided herein, all terms and conditions of the document referenced in item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

(Signature of Contracting Officer) 16C. Date Signed

_____________________________________________(Signature of person authorized to sign)

STANDARD FORM 30 (REV. 10-83)

PREVIOUS EDITIONS UNUSABLE

Prescribed by GSA FAR (48 CFR) 53.243