RFQ_140D0424Q0502_Questions___Answers_0002.pdf

RFQ 140D0424Q0502 Amendment 2: Solicitation Questions & Answers

NOTE TO ALL INTERESTED CONTRACTORS:

A significant number of Questions submitted in response to this RFQ were directed towards Calls. The Government would like to reiterate to interested Contractors, this requirement is for operational support to ensure all potential recruitment leads generated from multiple sources receive top-notch customer service. Calls are only one aspect of Peace Corps’ leads generation and recruitment effort. Contractors are encouraged to ensure their technical approach is not limited to Calls but also adequately details their approach to the other communication sources identified in the PWS (email, chat, LinkedIn/Handshake, provided leads, etc.)

QUESTIONS ANSWERS

Q1. On page 1 the document states this is “Total Small Business” set-aside. However, on page 5 it states this a “Total Woman -Owned Small Business” set aside. Please clarify.

A1. See RFQ Amendment 1.

Q2. Is there any incumbent/recompete or this is a brand-new project? If yes, could you please provide us with their award number or even if the customer bought similar services in the past.

A2. This is a new Peace Corps (PC) requirement. There is neither an incumbent contractor nor a previous award number available to share.

Q3. We would like to know if this is a brand new contract OR if there is (was) an incumbent performing these services.

If not brand new, could you please provide the current / previous contract number?

A3. See Answer 2.

Q4. What is the current or anticipated call volume that should be expected (daily, weekly, monthly)?

A4. Please see Technical Exhibit C: Estimated Workload Data on Page 21 of ATTACHMENT B: PERFORMANCE WORK STATEMENT

(PWS).

Q5. How many FTE (full time equivalents) are expected to be staffed?

A5. Please see Technical Exhibit D: Minimal Staffing Plan on Page 22 of ATTACHMENT B: PERFORMANCE WORK STATEMENT (PWS).

Q6. What are the expected hours of operation?

A6. Please see Section 6.1.2 on Page 10 of ATTACHMENT B:

PERFORMANCE WORK STATEMENT (PWS).

Q7. What is the AHT (average handle time) by call type that is expected?

A7. In the Government’s experience, a call / contact type is typically handled within 15 minutes.

Q8. When is the anticipated contract start date?

A8. The anticipated start date is December 1, 2024. The 12-month Base Period will consist of a 3-month Onboarding Period and 9-month Performance Period.

Q9. When is the anticipated award date?

A9. The anticipated timeframe of award is early November.

Q10. 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?

A10. Please see Technical Exhibit D: Minimal Staffing Plan on Page 22 of ATTACHMENT B: PERFORMANCE WORK STATEMENT (PWS) and Attachment A - Pricing Schedule Template.

Q11. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

A11. This is a new requirement. There is no incumbent contractor.

Q12. Has the current contract gone full term? Have all options to extend the current contract been exercised? Who is the incumbent, and how long has the incumbent been providing the requested services? How are fees currently being billed by any incumbent(s), by category, and at what rates? What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

A12. This is a new requirement. There is no incumbent contractor.

Q13. Is previous experience with any specific customer information systems, phone systems, or software required?

A13. PC uses Microsoft Dynamics for their CRM system, while it is not required to have experience with this system, it would be beneficial.

Q14. What is the minimum required total call capacity?

A14. There is no minimum required total call capacity identified however, a contractor’s quote should detail their capabilities for promptly addressing contacts given the information provided in Technical Exhibit C: Estimated Workload Data.

Q15. What is the minimum simultaneous inbound call capacity?

A15. There is no minimum simultaneous inbound call capacity identified however, a contractor’s quote should detail their capabilities for promptly addressing contacts given the information provided in Technical Exhibit C: Estimated Workload Data.

Q16. What is the maximum wait time?

A16. Calls shall be answered between 9:00 AM and 9:00 PM in the lead's local time zone. Peace Corps does not anticipate large call volumes therefore wait times shall be minimal. Total maximum wait time allowance will be determined at the kick-off meeting.

Messages left during non-work hours should be responded to within 24 hours or the next business day. A contractor’s technical approach should detail their capabilities for promptly addressing contacts.

Q17. What is the maximum hold time?

A17. PC does not anticipate large call volumes therefore hold times shall be minimal. A contractor’s technical approach should detail their capabilities for promptly addressing contacts.

Q18. What percentage of inbound calls must be answered by a live operator?

A18. All inbound calls from 9am-9pm all continental US time zones need to be answered by live operator. No automation is permitted.

Q19. What percentage of calls must be resolved without a transfer, second call, or a return call?

A19. Any inquiries that cannot be answered by the contractor needs to be either transferred or appointment scheduled for a return call with the appropriate Peace Corps Staff.

Q20. What is the maximum percentage of calls that can be terminated by the caller without resolution?

A20. Any caller that calls in and provides contact phone or email during the call shall be considered a provided lead and the contractor shall follow 6.1.4 process to follow up with that lead.

Q21. Is there a minimum or maximum number of operators and supervisors?

A21. Please see Technical Exhibit D: Minimal Staffing Plan on Page 22 of ATTACHMENT B: PERFORMANCE WORK STATEMENT (PWS).

There is neither a minimum nor a maximum number of operators and supervisors.

Q22. 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)?

A22. Contractors may hold other contracts however any staff assigned to the Contract shall be 100% dedicated, see response to question 23.

Q23. What is the required degree of dedication for the operators? (Can the operators work on other contracts at the same time as this one)?

A23. All staff operators assigned to this Contract shall be 100% dedicated to the requirement. Staff shall not work other contracts concurrently.

Q24. 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?

A24. A live operator shall make initial contact. No automation is permitted.

Q25. What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

A25. 7.1.1.1. All records, documents, and tools (both manual and automated) created and received by the Contractor in the performance of this contract shall be readily accessible and remain the property of the Government.

Q26 What are the recording and storage requirements for non-phone communications?

A26. 7.1.1.1. All records, documents, and tools (both manual and automated) created and received by the Contractor in the performance of this contract shall be readily accessible and remain the property of the Government.

Q27. What information is to be included in call logs?

A27. Specific details will be worked out at the kickoff meeting.

Q28. What is the current number of seats for operators and supervisors at your existing call center?

A28. Per RFQ Section 1.6, the place of performance is the Contractor’s Place of Performance and/or Remote.

Q29. What is the current average wait time for phone calls?

A29. Peace Corps does not anticipate large call volumes therefore wait times shall be minimal. A contractor’s technical approach should detail their capabilities for promptly addressing contacts.

Q30. What is the current average handle time for phone calls and other types of communications?

A30. In the Government’s experience, a call / contact type is typically handled within 15 minutes.

Q31. What is the current average after-call work time for operators?

A31. Variable. It is dependent on the subject of the call. All call contacts need to be documented into CRM.

Q32. Over the past year, what is the percentage of calls received in English versus non-English?

A32. This data is not available. This is a new requirement. Multi-lingual staffing is not a requirement of the PWS.

Q33. Over the past year, what percentage of calls received were in Spanish?

A33. This data is not available. This is a new requirement. Multi-lingual staffing is not a requirement of the PWS.

Q34. What time of day, days of the week, or times of the year do calls typically peak?

A34. This data is not available. This is a new requirement.

Q35. What is the name of the incumbent contractor? What is the total value of the incumbent contract?

A35. This is a new requirement. There is no incumbent contractor.

Q36. Will the Government accept past performance from subcontractor?

A36. Yes, the Government will accept past performance from a subcontractor. However, the government recommends at least one past performance record be related to the Prime Contractor that demonstrates recent and relevant past performance.

Q37. The QASP states Respond to online chat between 9 am and 9 pm (in the lead time zone). Which time zone is used currently?

A37. All continental US time zones.

Q38. Will the Government provide the Contractor licenses to LinkedIn and Handshake?

A38. The government will supply the licenses for all required software and programs for the contract. The Government anticipates providing up to 15 licenses to LinkedIn and Handshake.

Contractors shall take this into consideration when preparing their technical approach.

Q39. Are any of the positions covered in Technical Exhibit D covered under the Service Contract Act?

A39. Yes, the Government believes some of the labor categories will be covered under the Service Contract Labor Standards (SCLS). This is addressed in the combined synopsis/solicitation. Contractors are also required to identify the labor categories that fall under the SCLS on Attachment A Pricing Schedule Template.

Q40. Question- Will the Contractor provide telephony systems?

A40. Peace Corps will provide telephony systems.

Q41. Will the contractor provide and operate its own CRM system? Or will the Contractor be provided access to the Peace Corp, PAG CRM software system?

A41. PC will provide access to all PC systems.

Q42. Are there any disallowed costs we need to be aware of?

A42. Contractors must follow Federal Acquisition Regulation (FAR)

31.2. Reminder, these are commercial services and shall comply with FAR 12. The Government does not anticipate overtime under this purchase order. Contractors are reminded they must follow SCLS for labor categories that fall under it.

Q43. Assuming this service is already in place, what are the average talk times and average after call work times for inbound calls?

A43. This is a new requirement. This data is not available.

Q44. Can you elaborate on the similarities and differences between the inbound, outbound and cold calls received? Is there a rough estimate of the number of cold calls?

A44. This is a new requirement. All calls and other contacts will be consistent with Peace Corps recruitment messaging. Also, see technical Exhibit C, cold calls will be based on number of leads supplied by PC recruitment events and virtual campaigns.

Q45. Could you confirm whether the government-furnished property is limited to computers, cell phones, limited peripherals, and authorized software necessary for contract performance? Or does it extend beyond these items?

A45. Government Furnished property is limited to items necessary for the contract performance. If a Contractor requires additional equipment to perform the PWS beyond the stated items, this equipment should be clearly identified in the Contractor’s price assumptions.

Q46. Is there an incumbent contractor currently providing these services? If so, could you provide insight into their approach and any challenges they have encountered?

A46. This is a new requirement. There is no incumbent contractor.

Q47. What has been the spending level for this contract during the tenure of the incumbent contractor?

A47. This is a new requirement. There is no incumbent contractor.

Q48. Could you specify the budget allocated for this project?

Understanding the financial framework will help us align our proposal to meet the government’s fiscal expectations.

A48. This information will not be made available.

Q49. Could you provide further details on the limitations regarding subcontracting, specifically the percentage of work that must be performed directly by the contractor versus what can be subcontracted to entities that are not Women-Owned Small Businesses (WOSB)?

A49. Per FAR 19.505(b) (1)(i), For a contract or order assigned a North American Industry Classification System (NAICS) code for services (except construction), the concern will not pay more than 50 percent of the amount paid by the Government for contract performance to subcontractors that are not similarly situated entities. Any work that a similarly situated entity further subcontracts will count towards the concern's 50 percent subcontract amount that cannot be exceeded.

Q50. When is the contract award date anticipated?

A50. The anticipated timeframe of award is early November.

Q51. Following the award, what is the expected start date for operational activities under this contract?

A51. The contractor will have 3 months for onboarding and then 9 months of services, under the base period, after the award date.

Q52. Will the LinkedIn outreach be conducted from the contractors' profiles or from the Peace Corps profile?

A52. The intent is to have Contractor staff operate using a Peace Corps profile. Training on LinkedIn use will be provided.

Q53. Will the 22 trainings be conducted by Volunteer Recruitment and Selection leadership before work begins?

A53. Yes, all trainings will be provided by VRS and completed prior to performance.

Q54. If a new employee is hired, will the contractor have access to the LMS to deliver this training?

A54. Yes, all training materials will be provided.

Q55. If there is a incumbent supporting this work, will the Government provide the name and associated solicitation number?

A55. This is a new requirement. There is no incumbent contractor.

Q56. Quote providers must submit the provision at 52.212-3, Offeror Representations and Certifications -- Commercial Items, with its quote / Will the Government accept just a statement advising that certs and reps are current in SAM?

A56. Yes, the Government will accept a statement attesting that certs and reps are current in SAM.

Q57. 5.1 Quotation Preparation Instructions -What are the required font, font size, and margins?

A57. 12-point Times New Roman font with one-inch margins.

Q58. 5.1 Quotation Preparation Instructions / Will the Government exclude a TOC, List of Tables and Figures. and Glossary of Abbreviations and Acronyms from the total page count?

A58. A Contractor’s Table of Contents (TOC), List of tables and figures, and abbreviations/acronyms glossary will NOT count towards the page count. The Tables and Figures themselves will be included in the page count.

Q59. Contractor shall ensure that the general recruitment Peace Corps phone line (calls received/placed) is always answered between 9:00 AM and 9:00 PM in the lead's local time zone. / Does the Government currently utilize shifts to accommodate 12-hour phone coverage?

A59. This is a new requirement. The Government is seeking the best level of effort and labor mix your company feels is right to accomplish the PWS to include coverage of all US time zones. You are expected to submit a level of effort consistent with your technical approach that meets the PWS.

Q60. Contractor shall ensure that the general recruitment Peace Corps phone line (calls received/placed) is always answered between 9:00 AM and 9:00 PM in the lead's local time zone. / If shifts are used, what is the minimal manning required for each shift?

A60. The Contractor will determine the technical approach that best achieves the requirements of the PWS.

Q61. The Government anticipates travel under this effort. / What is the historical frequency, location, and duration of travel?

A61. Historically, the travel is 1-2 times a year. Locations vary each year and travel duration is typically 5 business days per travel event.

Q62. Is the training outlined in Attachment 1 Recruitment Training and possible additional training provided by the Government at no cost to the offeror?

A62. The agency will provide all required training.

Q63. Program Manager serves as the Contractor's authority virtually/on-site. / Where is the on-site place of performance for the Program Manager?

A63. The Program Manager’s place of performance is Remote and/or Contractor’s Place of Performance. Regardless of Place of Performance, the Program Manager must be available Monday- Friday 8am-5pm Eastern.

Q64. What are the on-site hours of performance for the Program Manager?

A64. See 2.5.11 Key Personnel. Monday – Friday 8am to 5pm eastern.

Q65. 5.1 Quotation Preparation Instructions / What does the Government want for Quotation Number as the RFQ number is already provided?

A65. Please include both the RFQ Number and assign an identifying number of your choosing to your Quote.

Q66. 4.1. Equipment: The Government will provide computers, cell phones, limited peripherals, and authorized software as needed for the performance of the contract / What peripherals are covered under "limited peripherals"?

A66. If a Contractor requires additional equipment to perform the PWS beyond the stated items, this equipment should be clearly identified in the Contractor’s price assumptions.

Q67. PWS Section 2.5.71 provides the following qualification information for the PM: Program Manager: The Contractor shall ensure that all staff employees are knowledgeable in all aspects of recruiting operations. The analyst for each position will have the basic qualifications and practical experience to qualify as the subject matter expert (SME) in recruitment.

This description seems non-specific to the Program Manager role. Can the Government confirm that this is the correct description for the Program Manager?

A67. Please also refer to 2.5.11 and 2.5.11.1 regarding responsibilities and qualifications of the Program Manager.

Q68. Solicitation: Key Personnel Qualifications and PWS:

2.5.11. / Key Personnel. While most of the requirements clearly indicate that the Program Manager (PM) is the only designated Key Personnel role, there are instances in the PWS where an APM requirement is mentioned. Would the Government clarify that the only Key Personnel role is the

PM?

A68. Yes, the only key personnel position identified is the Program Manager.

Q69. PWS 6.1.3 Answering General Email / Please confirm that the Government is expecting the Contractor to generate an outbound email address to meet this requirement.

A69. All contract staff will get access to PC systems and email.

Q70. 6.1.4 Provided Leads / Please confirm that the Government intends Contractors to send only outbound text messages and does not expect Contractors to hold text dialogue with leads.

A70. At this time 2-way texting is not available, however in the future there will be 2-way texting capability that will be expected of the contractors

Q71. 6.1.7 LinkedIn/Handshake / Could the Government please provide additional clarification around the statement, "A minimum of five groups should be created and reached out to each week". Is this in reference to target markets?

A71. Correct. It is expected that at least five segments are created in Handshake to promote Peace Corps programming. Or specific target markets in LinkedIn.

Q72. Page limitations / The Government states that "The technical submission is limited in length to 30 pages." Please confirm this is in reference only to Section 1 - Management Approach and Capabilities. Section 2 Key Personnel Qualifications; Section 3 Experience; and Section 45 Past Performance is not within the 30 page count.

A72. The page limitation applies to:

Cover Letter 1 Management Approach and Capabilities 2 Key Personnel Qualifications 3 Experience 4 Past Performance

However, any Attachment C: Past Performance Questionnaire (Fillable PDF Form) delivered via email to the Government by a Reference will NOT count towards the page count.