ATTACHMENT E - 15F06725Q0000257 - Solicitation - Answers from the Government.xlsx
XLSX spreadsheet 28 KB Posted
- Attached to
- FBI-HRD Customer Service Training
- Solicitation number
- 15F06725Q0000257
About this file
This document is a comprehensive Questions and Answers (Q&A) attachment for FBI Solicitation #15F06725Q0000257 for Customer Service Training for the FBI's Human Resources Division. The solicitation requires a contractor to deliver four virtual training sessions via Microsoft Teams between July and September 2025, accommodating a total of 120 HR professionals (30 attendees per session). The training will focus on customer service principles, interactive exercises, case studies, examinations, effective communication skills, problem-solving, and building rapport within HR contexts.
Key details include a base year contract period from July 2025 to September 2025, with no incumbent vendor. The solicitation requires submittal of past performance references, with the RFQ due date extended to June 10, 2025. The training is unclassified, will be conducted entirely virtually, and does not require security clearances. Contractors must develop all training materials independently, provide post-training certificates within one week, submit a feedback report within two weeks after training completion, and have their training content pre-approved by the FBI at least four weeks prior to delivery. Innovative training approaches will be viewed positively during evaluation, and pricing should be submitted according to the provided template.
View the file
Other files
Show all 12
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Sheet1 Federal Bureau of Investigation Solicitation # 15F06725Q0000257 Customer Service Training
| No. | Referenced Document | Sheet or Page Number | Paragraph/ Section/ Misc | Offeror Question | Government Response | |
| 1 | 15F06725Q0000257 - Customer Service - Instructions to Quoters.pdf | 10 | 11.2 VOLUME II- PAST PERFORMANCE – FACTOR 2 | If the Offeror has CPARS from completed past performance on federal contracts, can these be used in substitution for the Past Performance Questionnaire (Attachment C)? The federal points of contact on previous contracts we have performed on have left the agency due to recent changes to the federal workforce; therefore, they are not accessible to complete the PPQs, causing undue barriers to our ability to respond to this solicitation unless CPARS are a suitable substitute for PPQs. | Yes | |
| 2 | 15F06725Q0000257 - Customer Service - Instructions to Quoters.pdf | 3 | 2.0 REQUIREMENTS | Are resumes of key personnel required as part of the solicitation? | No | |
| 3 | 15F06725Q0000257 - Customer Service - Instructions to Quoters.pdf | 3 | 9.0 QUOTE CONTENT AND FORMAT | If resumes of key personnel are requested, do they count towards the page limit in the Technical and Management Approach, or can they be included as an additional Attachment? | No | |
| 4 | 15F06725Q0000257 - Customer Service - Instructions to Quoters.pdf | 4 | 4.0 PLACE OF PERFORMANCE | What participant engagement features on Microsoft TEAMS should be enabled for this training? | Audio and Video | |
| 5 | 15F06725Q0000257 - Customer Service - Instructions to Quoters.pdf | 9 | 10.1 COVER LETTER | GSA Schedule Number is mentioned under 10.1 COVER LETTER. Is a current GSA Schedule required for Offerors to submit on this solicitation or is it open to any qualified vendor registered in SAM.gov? | List GSA Number is applicable. | |
| 6 | Attachment G " Solicitation" | 54 of 68 | 52.212-3 Offeror Representations and Certifications-Commercial Products and Commercial | |||
| Services (May 2024). | Does the FBI require these pages to be completed, or would a current Reps & Certs from SAM.gov be acceptable? | SAM.gov is acceptable | ||||
| 7 | Attachment G " Solicitation" | 53 of 68 | The Security Proposal will be evaluated as pass/ fail. Failure to receive a passing evaluation will disqualify the proposal | |||
| package from the solicitation. | Does FBI-0005 apply to this solicitation as it did not previously? | Not Applicable | ||||
| 8 | Statement of Objectives | 2 of 5 | Objective 5 |
Training Inclusion -The contractor shall conduct 4 Sessions to accommodate a total of 120 attendees. Each session shall accommodate 30 attendees.
- The contractor shall use Microsoft Teams for Training.
-Sessions will be delivered between July 2025 to September 2025. Specific dates will be coordinated between the Government and Contractor.
-Customer Service Training (sessions) shall include:
-Lectures on Key customer service principles -Interactive exercises to practice scenarios HR professionals might encounter -Case Studies that highlight effective customer service strategies.
-Examinations to assess comprehension and retention of the customer service principles taught -Effective Communication Skills -Problem Solving within HR contexts
| -Building rapport with hiring managers and candidates. | What are the specific learning objectives or performance outcomes expected for the HR participants? Based on the requirement, it appears the contractor can select the objectives based on generally accepted customer service principles, communication skills, and problem-solving approaches. | Customer Service training for Human Resource professionals | ||||
| 9 | Statement of Objectives | 3 of 5 | "The submitted Performance Work Statement shall reference this document’s objectives, specify the tasks to be performed in order to meet those objectives, detail the measurable performance standards (acceptable quality levels) against which those specified tasks should be evaluated, and include all deliverables listed in this Statement of Objectives." | Are there existing FBI or HR Division customer service standards that must be incorporated into the training? This may include standards that are expected to be met on individual or team performance evaluations, balanced scorecards, etc. | No | |
| 10 | Statement of Objectives | 2 of 5 | Objective 5 |
Training Inclusion -The contractor shall conduct 4 Sessions to accommodate a total of 120 attendees. Each session shall accommodate 30 attendees.
- The contractor shall use Microsoft Teams for Training.
-Sessions will be delivered between July 2025 to September 2025. Specific dates will be coordinated between the Government and Contractor.
-Customer Service Training (sessions) shall include:
-Lectures on Key customer service principles -Interactive exercises to practice scenarios HR professionals might encounter -Case Studies that highlight effective customer service strategies -Examinations to assess comprehension and retention of the customer service principles taught -Effective Communication Skills -Problem Solving within HR contexts
| -Building rapport with hiring managers and candidates | Will FBI personnel provide case studies or scenarios to be used, or must the contractor develop these independently? | Preference is turn-key | ||||
| 11 | Statement of Objectives | 2 of 5 | "The contractor shall conduct 4 Sessions to accommodate a total of 120 attendees. Each session shall accommodate 30 attendees. - The contractor shall use Microsoft Teams for Training. -Sessions will be delivered between July 2025 to September 2025. Specific dates will be coordinated between the Government and Contractor. -Customer Service Training (sessions) shall include: -Lectures on Key customer service principles -Interactive exercises to practice scenarios HR professionals might encounter -Case Studies that highlight effective customer service strategies -Examinations to assess comprehension and retention of the customer service principles taught -Effective Communication Skills -Problem Solving within HR contexts -Building rapport with hiring managers and candidates." | Delivery Format and Logistics: Should each of the four sessions cover the same content or be tailored to different groups or skill levels? - The assumption is that all groups will receive the same training. | Same content | |
| 12 | General | n/a | n/a | Is there a preferred or required time zone for the session delivery via Microsoft Teams? - The assumption is this will be based on the EST time zone? | Time will be determined by the Program Office. |
EST
| 13 | General | n/a | n/a | What technical support (if any) will be provided by the FBI for virtual session logistics? | None |
| 14 | General | n/a | n/a | What type of pre-training preparation, if any, is expected for the participants —e.g., needs assessments, participant surveys, or pre-reads? | None |
| 15 | Statement of Objectives | 3 of 5 | Objective 8 "Post-Training Meeting (after action assessment) with all parties Within 2 weeks after completion of all training sessions, the vendor shall provide and receive feedback for completed training." | What format and timing are expected for post-training feedback—e.g., surveys, facilitator reports, summary presentations? | Microsoft Word Document , Two Weeks |
| 16 | Statement of Objectives | 3 of 5 | Objective 8 "Post-Training Meeting (after action assessment) with all parties Within 2 weeks after completion of all training sessions, the vendor shall provide and receive feedback for completed training." | Is the contractor responsible for compiling and analyzing feedback or only collecting it? | All |
| 17 | Statement of Objectives | 2 of 5 | Objective 7 |
"Provide Training Certification Within 1 week after course completion the vendor shall issue certificates of completion to attendees who successfully complete
| the training, via email." | Are post-training completion certificates expected to be delivered to participants or an FBI primary contact? Is there a timeframe scheduled for delivery? | Emailed to the participants with a copy emailed to the FBI POC. Time frame - Please see Statement of Objectives. | ||||
| 18 | Instructions to Quoters | 12 | 11.4 VOLUME III – PRICE- FACTOR 3 | Is there a page limit for the Pricing volume, or any formatting requirements for the cost breakout? | Use the pricing spreadsheet. | |
| 19 | Instructions to Quoters | 4 | 3.0 Period of Performance: The Government anticipates One Base Year (12-months). | Is there any anticipated work to be performed beyond the four training sessions within the 12 months (e.g., coaching, refreshers, content updates)? Should there be an additional CLIN to accommodate expanding requirements? | No | |
| 20 | Instructions to Quoters | 6 | 7.0 FBI SECURITY REGULATIONS All training is UNCLASSIFIED. Since the Contractor is not visiting or entering federal facility, background verification is not necessary. | Will the contractor be required to obtain security clearances or undergo background checks to work with FBI personnel or systems? - The assumption is that this will not be required. | No | |
| 21 | General | n/a | n/a | What is the process for gaining access to relevant FBI HR policies or procedures to ensure training relevance? Will there be a primary contact who will be available to receive, review, and provide feedback on draft content? | There will be a primary POC for this effort. | |
| 22 | General | n/a | n/a | Will the government provide an after-action review or formal assessment of the training’s effectiveness? | No | |
| 23 | Statement of Objectives | 3 of 5 | Objective 8 | |||
| Post-Training Meeting (after action assessment) with all parties. | Will any deliverables be expected upon completing the after-action review (i.e., revised content)? | No | ||||
| 24 | N/A | N/A | N/A | Is there an incumbent that has performed some of the requirements specified in this solicitation? If so, please provide the name of the incumbent and the associated contract number for their work. | No | |
| 25 | Statement of Objectives | 2 | Objective 5 | Are physical training handouts required to be distributed to training participants? | See Objective #3 in SOO | |
| 26 | Statement of Objectives | 3 | Deliverables, item 1 | In the solicitation it states that the contractor is expected to develop a PWS. Is the development of the PWS a deliverable during task execution or to be developed as a part of the proposal submission in response to the Statement of Objectives (SOO)? | Vendor is not expected to deliver a PWS. Deliverable #1 has been redacted from the SOO. | |
| 27 | N/A | N/A | N/A | The RFP package attachments are alphabetically listed "A - G", but there is no attachment F. Can you please provide? | There isn't an attachment F. | |
| 28 | Attachment A | Objective 1: Customer Service Skills Training (Page 1) | Misc | What specific customer service skills are prioritized for HR professionals in this training? Can the customer please elaborate on the topic areas? | Please see Statement of Objectives | |
| 29 | Attachment A | Objective 1: Customer Service Skills Training (Page 1) | Misc | Are there any existing training materials or frameworks that the FBI prefers to be incorporated into the sessions? If so can you please provide insight on those frameworks? | No | |
| 30 | Attachment A | Objective 2: Course Preparation Review (Page 1) | Misc | Can you clarify the expected format and level of detail for the course objectives, agenda, and training schedule? | See Statement of Objectives | |
| 31 | Attachment A | Objective 2: Course Preparation Review (Page 1) | Misc | Will the FBI provide any input or feedback during the course preparation phase? | Yes | |
| 32 | Attachment A | Objective 3: Training Material (Page 1) | Misc | Are there specific guidelines or templates for the reading materials, textbooks, and workbooks to be provided or preferred? | See Statement of Objectives | |
| 33 | Attachment A | Objective 3: Training Material (Page 1) | Misc | Should the training materials align with any FBI-specific policies or standards? | See Statement of Objectives | |
| 34 | Attachment A | Objective 5: Training Inclusion (Page 1-2) | Misc | Are there any specific scenarios or case studies that the FBI would like to see included in the interactive exercises? If so, can you please provide examples? | No, this should be provided by vendor | |
| 35 | Attachment A | Objective 5: Training Inclusion (Page 1-2) | Misc | What level of detail is expected in the examinations to assess comprehension? | See Statement of Objectives | |
| 36 | Attachment A | Objective 5: Training Inclusion (Page 1-2) | Misc | Will the FBI provide any input on the topics required, such as effective communication skills or problem-solving strategies? | No | |
| 37 | Attachment A | Objective 8: Post-Training Meeting (Page 2) | Misc | Are there specific metrics or criteria the FBI would like to use to evaluate the training’s success? | No | |
| 38 | Attachment A | Deliverable 1: Draft Performance Work Statement (Page 3) | Misc | It is not quite clear if a drafted PWS deliverable is required as part of the Technical Management Approach in our response. This is typically drafted by the Customer to set all expections of the potential vendor to align their response. Please advise. | Vendor is not expected to deliver a PWS. Deliverable #1 has been redacted from the SOO. | |
| 39 | Attachment A | Deliverable 2: Pre-training Meeting (Kick-Off) (Page 3) | Misc | What specific topics or materials should be covered during the pre-training meeting? | See Statement of Objectives | |
| 40 | N/A | N/A | N/A | Given the scope, complexities and expected release of all Q&A results, would the Government be amenable toward extending the due date by two weeks? Particularly given that questionnaires are required. It does take time for our customers to complete and return back to the prospective client when this is a requirement. Often times we need to do several follow ups just to make sure it has been received and returned. | Yes, the solicitation has been extended two weeks to June 10, 2025. | |
| 41 | Instructions to Quoters | Section 11.1, Page 11 | Paragraph 1 | Can the Government provide further clarification on what constitutes a "sound, rational, effective, and efficient management approach"? Are there specific metrics or examples that should be included in the proposal? | No | |
| 42 | Instructions to Quoters | Section 11.1, Page 11 | Paragraph 1 | Should the Technical and Management Approach include a detailed timeline for the delivery of customer service training, or is this information expected to be part of the Statement of Objectives (Attachment A)? | Yes | |
| 43 | Instructions to Quoters | Section 11.2, Page 12 | Paragraph 1 | For vendors with limited past performance, will the Government accept subcontractor past performance examples as part of the two required references? | Yes | |
| 44 | Instructions to Quoters | Section 11.3.1, Page 12 | Paragraph 1 | Can the Government confirm whether the Past Performance Information Sheet (Attachment B) must include both narrative descriptions and CPARs for each contract, or if CPARs alone are sufficient? | Yes | |
| 46 | Instructions to Quoters | Section 11.3.3, Page 13 | Paragraph 1 | If a POC listed in the Past Performance Information Sheet does not submit the Performance Questionnaire (Attachment C) by the RFQ closing date, will the Government contact the POC directly or consider the submission incomplete? | The submission of past performance will be incomplete | |
| 47 | N/A | N/A | N/A | Is this a new requirement? If not, can you please provide the name of the vendor currently providing these services? | This is a new requriemnt | |
| 48 | Attachment A (Statement of Work) | Not specified in RFP | 2.0 Requirements | Can the FBI provide more details regarding the specific learning objectives and desired outcomes for the Customer Service Training, including any specific competencies or skills to be emphasized? | See Statement of Objectives | |
| 49 | RFP Document | 4 | 4.0 Place of Performance | Will the FBI provide access to the MS Teams environment, or is the contractor expected to utilize their own platform for delivering the virtual training sessions? | Vendor is responsible for initiating Teams Meetings | |
| 50 | RFP Document | 10 | 11.2 Volume II – Past Performance – Factor 2 | Can the FBI clarify whether the two past performance examples must be from federal clients, or if similar work with private sector clients will also be considered relevant? | Yes it will be considered relevent | |
| 51 | Attachment D (Pricing Template) | Not specified in RFP | Volume III - Price | Should the pricing in Attachment D include only direct labor rates, or should it also account for indirect costs, materials, and other expenses associated with the virtual training sessions? | See Pricing Templete | |
| 52 | RFP Document | 5 | 6.2 Contracting Officer Representative | Has a Contracting Officer’s Representative (COR) been identified for this contract, or will this be determined post-award? | The COR has been Identified | |
| 53 | RFP Document | 10 | 11.1 Volume I – Technical and Management Approach – Factor 1 | Will the government consider innovative training approaches (e.g., gamification, interactive simulations) as a positive differentiator in the evaluation process? | Yes | |
| 54 | RFP Document | 10 | 11.3 Volume III - Price | Is there a defined budget ceiling or maximum funding limit for this contract that quoters should be aware of when preparing their pricing volume? | Please quote according to the Statement of Objectives | |
| 55 | Attachment D (Pricing Template) | Not specified in RFP | Volume III - Price | Should the pricing include only direct labor rates, or should it also account for indirect costs, travel, materials, technology fees for virtual delivery, and any other related expenses? | See Pricing Templete | |
| 56 | RFP Document | 10 | 11.3 Volume III - Price | How will the government evaluate the reasonableness of the proposed pricing? Are there specific cost elements or benchmarks that will be considered? | The Government will conduct price analyses. | |
| 57 | RFP Document | 8 | 8.1 General Instructions | The RFP requests maximum additional discounts and price reductions. Will these discounts be evaluated as part of the best value determination, or are they intended to be applied after the initial contract award? | Discounts be evaluated as part of the best value determination | |
| 58 | RFP Document | 4 | 2.0 Requirements | If the volume of training sessions or number of trainees increases during the contract period, will the contractor have the opportunity to adjust pricing accordingly, or should these potential changes be included in the initial pricing proposal? | Yes | |
| 59 | RFP Document | 3 | 1.1 Scope | Can the FBI provide an estimate of the total number of HR professionals who will be participating in this training over the contract period to allow for accurate planning and resource allocation? | See Statement of Objectives | |
| 60 | Statement of Objectives | N/A | General | When was the last time the TAPS HR department completed customer service training? | This is the first | |
| 61 | Statement of Objectives | N/A | General | Who is the incumbent? | No Incumbent | |
| 62 | Statement of Objectives | 2 | Objectives, #2 and #5 | If the RFQ due date is 5/27/25, and training sessions are slated to begin July 2025, what date will vendor be advised if they are selected? | July 2025 - September 2025 | |
| 63 | SOO/Pricing Spreadsheet | 2 | Objectives, #5 | Can sessions smaller than 30 be held, since smaller numbers are optimal for remote learning and engagement? E.g., Session 1a = 15 participants, Session 1b = 15 participants, etc | No | |
| 64 | SOO/Pricing Spreadsheet | 2 | Objectives, #5 | Considering the desired amount of training to cover, what is the maximum amount of days allotted for training per session/group? Further, is there an expectation for all seven touchpoints in objective 5 to be covered in a single day's training session? | 1, Yes | |
| 65 | Attachment G | 4 | Sect. 1 | Can you provide clarity on the line period of performance reading 7/1/25 – 6/30/26, though the Period of Performance on Attachment A (p.4) states 5/1/25 – 8/30/25, and the Objectives (p.2, #5) advises of sessions being delivered July 2025 – September 2025? | July 2025 - September 2025 | |
| 66 | Instructions to Quoters | 11, 12 | PPQ | We noticed a 3rd person referenced for the submission of PPQs: Michael Filamore. Is he an additional submission contact solely for PPQs, along with the two of you (Stevon Walker and Robert Bruce)? | Please submit solely to Robert Bruce or Stevon Walker. | |
| 67 | Attachment G | various | General | In addition to SF-1449 (pgs 1-2), can you confirm whether applicable pages between 54 - 68 are all forms that need to be completed and submitted as well? Or will the annual completion of the annual representations and certification in SAM.gov satisfy all of the requirements for Attachment G? | SAM.gov is acceptable | |
| 68 | Pricing Spreadsheet | N/A | General | Is there a not-to-exceed budget for this training engagement? If so, what is the amount? | Please quote according to the Statement of Objectives | |
| 69 | Will the government provide host access to MS Teams, or will the contractor be responsible for hosting the sessions? | The Contractor will host the sessions. | ||||
| 70 | Are there any restrictions on using external learning tools during the session (e.g., Mentimeter, Microsoft Forms, embedded polling)? | No | ||||
| 71 | Will the government provide a sample or template for the course evaluation survey or should we create one from scratch? | No | ||||
| 72 | Does the government intend to observe the sessions live or require recordings of any kind for internal QA? | Yes | ||||
| 73 | Can we confirm if the training content must be pre-approved by the government, and if so, how far in advance? | Yes, no less than 4 weeks prior to training | ||||
| 74 | Are we permitted to include guest speakers or scenario facilitators beyond the lead trainer if they enhance scenario realism? | Yes | ||||
| 75 | For the post-course after-action review (AAR), is there a preferred format or existing FBI template we should use? | No | ||||
| 76 |
File details come from the government source that posted it. Updated .