19GE5025R0033-0001.pdf

19GE5025R0033

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

1. CONTRACT ID CODE RATING

2. AMENDMENT/MODIFICATION NO.

3. EFFECTIVE DATE

03/19/2025

4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (If applicable)

FRANKCODE

AMERICAN CONSULATE GENERAL FRANKFURT

GIESSENER STRASSE 30

ATTN: RPSO

60435, FRANKFURT GERMANY

Patticha Gruenbeck

NAME

TEL.

GruenbeckP@state.gov

EMAIL

6. ISSUED BY AGACODE7. ADMINISTERED BY (If other than Item 6) RPSO Frankfurt A/GA/AMD RPSO Frankfurt Office of Global Acquisition Frankfurt

9A. AMENDMENT OF SOLICITATION NO.

19GE5025R0033

CONTACT: UEI:

CODE FACILITY CODE

8. NAME AND ADDRESS OF CONTRACTOR (No., street, country, state and ZIP Code) (X)

X 9B. DATED (SEE ITEM 11)

03/14/2025

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X XThe above numbered solicitation is amended as set forth in item 14. The hour and date specified for receipt of Offers is extended, 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: (a) By completing items 8 and 15, and returning ____copies of the amendment;(b)By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT 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)

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return _1_ copy to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

This solicitation is herewith amended incorporate the following:

1. Incorporate solicitation questions and answers 1 through 114;

2. Update the clause at FAR 52.212-5;

3. Incorporate the clause at FAR 52.252-6;

4. Include the list of local and American holidays in the clause at DOSAR 652.237-72;

5. Extend the offer submission date from March 24, 2025 to April 3, 2025;

6. Include the language regarding Disregard Outdated Representations in the System for Award Management (SAM) for Award Decisions in Section V;

and

7. Update the provision at FAR 52.212-3.

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.

15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

Daniel J. Jackson

(Signature of person authorized to sign)

15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED

By (Signature of Contracting Officer)

16B. UNITED STATES OF AMERICA 16C. DATE SIGNED

03/19/2025

NSN 7540-01-152-8070

Previous edition unusable

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA FAR (48 CFR) 53.243

CGFS // CGFS

X

Line Item Summary

Solicitation Number:

19GE5025R0033

Contract Number: Title: GBP - Call Center Services Date of Solicitation:

03/19/2025

Line Item No.

Description Quantity Unit Unit Price Total Cost

001 BASE YEAR

CLINs 0001-0005 Type of Contract Pricing: FFP

Doc Ref No:

Delivery Date (Start to End) Date FOB:

09/22/2025 to 09/21/2026

1.00 0.00 1.00

YR

002 FIRST OPTION YEAR

CLINs 1001-1005 Type of Contract Pricing: FFP

Doc Ref No:

Delivery Date (Start to End) Date FOB:

09/22/2026 to 09/21/2027

1.00 0.00 1.00

YR

003 SECOND OPTION YEAR

CLINs 2001-2005 Type of Contract Pricing: FFP

Doc Ref No:

Delivery Date (Start to End) Date FOB:

09/22/2027 to 09/21/2028

1.00 0.00 1.00

YR

004 THIRD OPTION YEAR

CLINs 3001-3005 Type of Contract Pricing: FFP

Doc Ref No:

Delivery Date (Start to End) Date FOB:

09/22/2028 to 09/21/2029

1.00 0.00 1.00

YR

005 FOURTH OPTION YEAR

CLINs 4001-4005 Type of Contract Pricing: FFP

Doc Ref No:

Delivery Date (Start to End) Date FOB:

09/22/2029 to 09/21/2030

1.00 0.00 1.00

YR

Identifier Title Date Number of Pages

1 RQS 19GE5025R0033.pdf 03/14/2025

Q&A - QUESTIONS & ANSWERS

Question #001: In the pre-solicitation notice and solicitation, it mentioned that this acquisition is subject to the World Trade Organization Government Procurement Agreement (WTO GPA). What does it mean?

Answer #001: This acquisition is subject to the World Trade Organization Government Procurement Agreement (WTO GPA) in according with FAR 25.4. Under these regulations, the Government is restricted to acquiring products and/or services only from the following countries:

WTO GPA Countries: Armenia, Aruba, Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Korea (Republic of), Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Montenegro, Netherlands, New Zealand, North Macedonia, Norway, Poland, Portugal, Romania, Singapore, Slovak Republic, Slovenia, Spain, Sweden, Switzerland, Taiwan (Chinese Taipei), Ukraine, and the United Kingdom.

Free Trade Agreement (FTA) Countries: Australia, Bahrain, Chile, Colombia, Costa Rica, Dominican Republic, El Salvador, Guatemala, Honduras, Korea (Republic of), Mexico, Morocco, Nicaragua, Oman, Panama, Peru, and Singapore.

Least Developed Countries: Afghanistan, Angola, Bangladesh, Benin, Bhutan, Burkina Faso, Burundi, Cambodia, Central African Republic, Chad, Comoros, Democratic Republic of Congo, Djibouti, Equatorial Guinea, Eritrea, Ethiopia, Gambia, Guinea, Guinea- Bissau, Haiti, Kiribati, Laos, Lesotho, Liberia, Madagascar, Malawi, Mali, Mauritania, Mozambique, Nepal, Niger, Rwanda, Samoa, Sao Tome and Principe, Senegal, Sierra Leone, Solomon Islands, Somalia, South Sudan, Tanzania, Timor-Leste, Togo, Tuvalu, Uganda, Vanuatu, Yemen, and Zambia.

Caribbean Basin Countries: Antigua and Barbuda, Aruba, Bahamas, Barbados, Belize, Bonaire, British Virgin Islands, Curacao, Dominica, Grenada, Guyana, Haiti, Jamaica, Montserrat, Saba, St. Kitts and Nevis, St. Lucia, St. Vincent and the Grenadines, Sint Eustatius, Sint Maarten, and Trinidad and Tobago.

Question #002: Section C.3, Call Volume & Emergency Situations, indicates that call volumes may vary significantly in the event of an emergency. Could the Government provide an indication of the call volumes experienced during past emergencies?

Specifically, information on the number of calls received during the emergency period, the duration of the emergency period, and the average length of emergency calls would be appreciated.

Answer #002: The expected monthly call volume for after-hours service ranges from 1,000 to 1,300 calls, including both routine and emergency calls. Emergency periods can last between 1 to 7 days, with call volume fluctuating during these times. On average, the Embassy and Posts receive around 45 after-hours calls per day. Each call, including transfers, typically lasts about 5 minutes, totaling approximately 6,500 minutes of after-hours call time per month. The volume of emergency calls can vary widely, especially during crises. The number of emergency-related calls will be heavily influenced by unexpected events like natural disasters, terrorist incidents, or other large-scale emergencies, but these events are difficult to predict with accuracy.

Question #003: Could the Government provide information on the frequency of external emergencies (e.g., civil air accidents, natural disasters) that have occurred in a given year? This will help ensure an accurate assessment of the potential need in such situations.

Answer #003: The Government does not have specific data on the frequency of external emergencies such as civil air accidents or natural disasters that occur within a given year. These events are inherently unpredictable and can vary significantly from year to year. Offerors should plan and price their services based on the estimated call volume and requirements outlined in the solicitation, including the potential for emergency situations. While the occurrence of such events cannot be predicted with certainty, the contractor should be prepared to handle fluctuating call volumes, particularly during emergencies, as described in the solicitation.

Question #004: How often, on a monthly or yearly basis, have emergency events occurred at the embassy, such as fire alarms and building evacuations?

Answer #004: Fire alarm and building evacuation drills are conducted every quarter of the year.

Question #005: Are there any typical peak call times (e.g., 15:00-18:00 on weekdays)? Additionally, could the Government provide the average number of calls received during these peak hours?

Answer #005: Call volume typically fluctuates and varies. On average, the total monthly call volume ranges from 1,000 to 1,300 calls, which includes both peak times and emergency calls. Specific peak call times and corresponding call volumes are not fixed and may differ.

Question #006: Are there any other specific performance metrics in place (e.g., 1. Response time/caller wait time limit; 2.

Resolution time/talk time limit; 3. Abandonment percentage limit - number of callers who hang up before being attended to)?

Answer #006: The solicitation does not specify any additional performance metrics such as response time, resolution time, or abandonment percentage limits. However, offerors are expected to develop and implement performance standards that ensure efficient and effective service delivery based on the requirements outlined in the solicitation. The contractor will be expected to maintain acceptable service levels, ensuring that calls are answered in a timely manner, customer inquiries are resolved effectively, and that abandonment rates are minimized.

Question #007: What are the instructions in the event that the Duty Officer cannot be reached when attempting to escalate a call? The response to this matter will impact the scope of work, particularly if periodic outbound calls must be made until the Duty Officer is reached. Is it permissible to contact the Duty Officer via text or email?

Answer #007: Duty Officers are expected to be available to respond to calls at all times. If the Duty Officer cannot be reached, the call center will make two additional attempts. If after three attempts or 30 minutes the Duty Officer is still unavailable (taking into account that the Duty Officer may be on another call), the call center will refer to the Call Center Handbook for further guidance. The specific procedures for escalation, including whether text or email can be used, will be outlined in the Call Center Handbook which will be provided upon award.

Question #008: Are there any specific cybersecurity or data handling requirements for call logs, recorded calls, or personal data?

Answer #008: The contractor must comply with all relevant cybersecurity and data protection regulations outlined in the solicitation, particularly for handling call logs, recorded calls, and personal data. They must follow the regulations of the country where the work is being performed, prioritizing stricter requirements. This includes safeguarding sensitive information, ensuring secure storage and transmission, and adhering to applicable data privacy laws. The contractor will be responsible for implementing appropriate security measures to protect data, ensuring access is limited to authorized personnel only.

Question #009: Will the contractor be required to comply with GDPR (since the calls involve the UK), or will U.S. government data protection standards apply?

Answer #009: Please refer to the answer provided for Question #008.

Question #010: Does the Government have any preferred software or call management systems that the contractor shall use?

Answer #010: The Government does not specify any preferred software or call management systems, other than the essential requirement for call forwarding functionality. The contractor is expected to use appropriate technology and equipment to deliver the services outlined in the contract, ensuring that the system includes a call forwarding feature. The contractor must maintain a record of each call or message received, including the time the call was made/received and its duration. A daily activity report for the previous night must be submitted at the start of each day, and a monthly activity report must be submitted on the 1st business day of each month to the COR. Additionally, the contractor must provide a UK phone number for the Embassy to transfer calls after hours.

Question #011: Does an Interactive Voice Response (e.g., “Press 1 for visa inquiries, press 2 for emergencies”), which directs the caller to a live agent, qualify as an impermissible automated calling system?

Answer #011: Yes, an Interactive Voice Response (IVR) system that directs the caller to a live agent would qualify as an impermissible automated calling system, as the use of any automated systems for handling calls is prohibited under the contract. All calls must be answered by a live operator without the use of automated prompts or routing systems.

Question #012: What is meant by "provide a UK phone number for call transfers"? Will the contractor be giving callers a UK number to call in case the line drops during the call transfer? Who is the UK number being provided to, and is it intended for the Duty Officer?

Answer #012: The contractor is required to supply the Embassy with a UK phone number that can be used to transfer after-hours calls. This number will be used by the Embassy to forward calls to the contractor’s call center. The UK number is not intended for callers to use directly in case of a dropped call. Instead, it will serve as a backup for call forwarding and is intended for use by Embassy personnel, such as the Duty Officer, when necessary. The contractor is responsible for ensuring that calls are properly routed and transferred, and the UK number will be part of the infrastructure to facilitate this.

Question #013: Will the contractor's operators be allowed to ask callers to complete a brief survey to help improve services and enhance caller satisfaction? If so, in what formats can the survey be provided (e.g., email, text, transfer to another live agent to ask survey questions, or automated survey prompts after servicing the caller)?

Answer #013: No.

Question #014: Will there be an opportunity for Best and Final Offers (BAFO) after the initial submissions?

Answer #014: Offerors should submit their most competitive proposals in their initial submission. The Government reserves the right to enter negotiations only if necessary.

Question #015: Can companies outside the UK, such as those from India or Canada, apply for this opportunity?

Answer #015: Yes, companies outside the UK can apply for this opportunity. The contractor shall comply with all applicable laws, regulations, decrees, or ordinances in the countries or territories of performance. Furthermore, the place of performance shall not be in countries or territories that are prohibited by the laws and regulations of the United States of America.

Question #016: Will the contractor be required to attend meetings in person?

Answer #016: Meetings may be conducted either in person or virtually.

Question #017: Can the tasks related to the RFP be performed outside the UK, such as from India or Canada?

Answer #017: Please refer to the answer provided for Question #015.

Question #018: Can the proposals be submitted via email?

Answer #018: Proposals must be submitted via email. Please refer to the "Submittal of Electronic Proposals" section in Section III of the solicitation document for detailed instructions on how to submit your proposal.

Question #019: Is the contractor required to have a physical presence in the UK, or can the call center be located offshore?

Answer #019: The contractor is not required to have a physical presence in the UK. Please refer to the answer provided for Question #015.

Question #020: If offshore performance is permitted, are there any restrictions related to data handling, security, or call routing (e.g., GDPR compliance or State Department security requirements)?

Answer #020: Please refer to the answer provided for Question #015.

Question #021: If a physical presence in the UK is required, would a subcontracting arrangement with a UK-based company satisfy the requirement to be authorized to operate in the UK?

Answer #021: The contractor is not required to have a physical presence in the UK.

Question #022: In addition to the stated requirement for professional, English-speaking operators with customer service experience, are there any specific certifications or security clearance requirements?

Answer #022: No, all requirements are outlined in the Statement of Work (SOW).

Question #023: Does the Government provide expected service levels (e.g., response time, maximum hold time, resolution rate), or should the contractor propose Service Level Agreements (SLAs)?

Answer #023: The Government has not specified expected service levels in the solicitation. The contractor shall ensure service delivery aligns with the Statement of Work (SOW) and meets appropriate performance standards. The Government requires a record of each call or message received, including the time it was made/received, its duration, and the response provided by the operator.

Question #024: Does the requirement include multilingual support for handling calls?

Answer #024: No, there are no additional language requirements. Telephone operators must be fluent in English, at a minimum of level 4 on the English Proficiency Tests (EPT) scale, demonstrating full professional fluency in both reading and writing.

Additionally, operators must have a minimum of one (1) year of experience in telephone operator or customer service roles.

Question #025: Are there any security clearance requirements for call center personnel handling embassy-related calls?

Answer #025: No, operators are not required to undergo specific security clearances, background checks, or vetting processes, as their role is limited to receiving and routing calls. They are not responsible for providing solutions to the emergency situations.

Additionally, operators will not be working on-site at the embassy.

Question #026: Does the contract specify cybersecurity requirements, such as encryption or data storage compliance with U.S.

or UK regulations?"

Answer #026: No.

Question #027: What are the primary evaluation factors for proposals, such as technical capability, past performance, pricing, and compliance?

Answer #027: Please refer to Section IV, Evaluation Factors, of the solicitation document for detailed information on the primary evaluation factors for proposals. These factors typically include, but may not be limited to, technical capability, past performance, pricing, and compliance with the requirements outlined in the solicitation.

Question #028: Is there an incumbent contractor currently performing this work? If so, is their past performance publicly available?

Answer #028: Yes, there is an incumbent contractor currently performing this work. However, their past performance is not publicly available.

Question #029: Would past performance with commercial or state clients be considered equivalent in the absence of federal contract experience?

Answer #029: Yes, past performance with commercial or state clients may be considered equivalent in the absence of federal contract experience, provided the work is relevant and demonstrates the contractor’s ability to meet similar requirements outlined in the solicitation.

Question #030: Does the government have a preferred pricing model, such as per call, per agent, or a fixed monthly rate, or is the contractor permitted to propose an alternative structure?

Answer #030: Please refer to Section B.1, Pricing, in Section I of the solicitation document for specific guidance on the pricing model.

Question #031: Will a minimum guaranteed workload be provided under this Indefinite Delivery/Indefinite Quantity (IDIQ) contract?

Answer #031: Please refer to the clause at FAR 52.216-19, Order Limitations, in Section II of the solicitation.

Question #032: Are there any penalties for non-performance, such as excessive hold times or missed calls?

Answer #032: No, there are no specific penalties for non-performance such as excessive hold times or missed calls. The Contracting Officer’s Representative (COR) will promptly communicate any concerns or issues with the contractor, typically via email or virtual meetings. The contractor’s performance will be evaluated at the end of each year. If the Government is not satisfied with the contractor's performance, the contract may be terminated or the option for the next year may not be exercised.

Question #033: Must the after-hour operators be located in the UK, or can the staff be based in a separate country?

Answer #033: Call center operators are not required to be located in the UK, as long as they are not based in countries or territories that are prohibited under U.S. laws and regulations.

Question #034: If the staff are located in the UK, will they be required to work within the embassy?

Answer #034: Operators will not be working on-site at the embassy.

Question #035: Will the contracting office consider releasing this contract as a Service-Disabled Veteran-Owned Small Business (SDVOSB) set-aside?

Answer #035: No, this is an overseas acquisition. Pursuant to FAR 19.000(b)(1)(ii), overseas acquisitions are not required to be set aside.

Question #036: Will both inbound and outbound services be required?

Answer #036: Yes, the contractor should be able to both make and receive calls.

Question #037: Will operators be required to work within a customer relationship management (CRM) system to schedule or log attendee information?

Answer #037: No, operators are only required to maintain accurate records of calls and responses as per Embassy. Use of a specific Customer Relationship Management (CRM) system is not required.

Question #038: Will call center scripts be provided to operators to assist them in delivering consistent and effective communication across various scenarios, such as greeting customers, handling complaints, or providing technical support?

Answer #038: Yes, a Call Center Handbook will be provided upon award, which will include detailed scripts for various scenarios, ensuring consistent and effective communication. The handbook will also contain the names and phone numbers of Embassy Points of Contact. In addition, the Government will provide guidance on how to address the most commonly received questions, as well as instructions on when and how to escalate emergencies to the Duty Officer.

Question #039: Will the service be required five or seven days a week?

Answer #039: The service will be required seven days a week. This is an after-hours service. The contractor shall provide services Monday to Friday from 17:30 to 08:30, and 24 hours on weekends and American and local holidays. The Government will provide the contractor with a list of holidays upon award of the contract and will update the list annually to reflect the upcoming year's holidays. The contractor must include the price for providing services on American and local holidays in its firm-fixed price per call.

Question #040: How many hours a day are considered 'after hours' (e.g., 12 hours, 16 hours)?

Answer #040: 'After hours' are defined as the period from 17:30 to 08:30, Monday to Friday, and 24 hours on weekends and American and local holidays.

Question #041: On average, how many calls do the Embassy and Posts receive after hours each day?

Answer #041: Please refer to the answer provided for Question #002.

Question #042: On average, how long does each call last?

Answer #042: Please refer to the answer provided for Question #002.

Question #043: On average, how many minutes of calls are handled per month?

Answer #043: Please refer to the answer provided for Question #002.

Question #044: What types or categories of calls will be handled, such as customer inquiries, technical support, or emergency calls?

Answer #044: The following types of calls are expected to be handled:

• Lost or stolen passports

• Visa appointment inquiries or concerns

• U.S. citizen arrests

• Medical emergencies or deaths

• Welfare checks on U.S. citizens in the UK

• Incidents involving U.S. military personnel

• And other related matters

Question #045: What are the expected call volumes, peak hours, and historical usage data to assist in estimating staffing needs?

Answer #045: Please refer to the answer provided for Question #002.

Question #046: Could the Government provide more details on the specific tasks and responsibilities expected of the personnel under this contract? Will their duties be limited to answering and routing calls, or will they also be required to provide additional services such as issue resolution, data entry, or follow-up communication?

Answer #046: Telephone operators are responsible for answering and routing calls, as well as recording all call details for the Government. The operators are not responsible for issue resolution.

Question #047: Are there security or background check requirements for call center personnel?

Answer #047: No.

Question #048: Will training be provided by the Government for call center operators, or is the contractor responsible for all training?

Answer #048: The embassy will train the contractor’s primary points of contact (POCs), who will then be responsible for training the operators. The Government will also provide the successful contractor with a Call Center Handbook, which includes crisis procedures and other emergency-related guidance. See the answer provided for Question #038.

Question #049: Will the Government provide a script, or is the contractor responsible for developing one?

Answer #049: Please refer to the answer provided for Question #038.

Question #050: DOSAR 652.242-73 states that 'The offeror warrants that it will obtain authorization to operate and do business in the place of performance, as well as all necessary licenses and permits required to perform the contract.' Could the Government provide clarification on the specific types of permits and licenses required for this particular contract?

Answer #050: DOSAR 652.242-73 requires the offeror to confirm that they will obtain the necessary authorization to operate and conduct business in the location where the contract will be performed. This includes securing all required permits and licenses. The specific permits and licenses depend on the country where the services will take place, as different countries have different legal requirements. It is the offeror's responsibility to ensure compliance with all local, state, and federal laws, including obtaining any business permits, licenses, or authorizations necessary to perform the contract.

Question #051: In the event of unexpected emergencies, evacuations, planned fire drills, or absences, will the contractor be notified by the U.S. Embassy London in advance to allow for preparation for surge calls, or will the contractor typically need to deduce an emergency based on a growing influx of callers?

Answer #051: Yes, the Embassy will notify the contractor in advance of any known emergencies or situations that may result in a surge in call volume, allowing for preparation.

Question #052: If the contractor is notified, will the communication be made via email or phone?

Answer #052: The initial communication will be made via email, with a written confirmation expected. If no timely response is received, the Embassy will follow up via phone to ensure the message has been received.

Question #053: On average, how far in advance will the contractor be notified of planned absences, such as fire drills?

Answer #053: The most common scenario is when Embassy staff receive an early release, typically due to a holiday. This information is usually communicated on the same day in the morning, and the HR team promptly notifies the Call Center to confirm coverage and the adjusted start time for services.

Question #054: What is the incumbent's average call volume per month and total minutes per month? Did the incumbent handle approximately 1,300 calls per month, with an average call duration of 5 minutes?

Answer #054: Yes, the incumbent handles approximately 1,300 calls per month, with an average call duration of 5 minutes.

Question #055: Does the main line for all calls need to be a UK phone number, or is a UK phone number required only for phone transfers?

Answer #055: A UK phone number is required solely for the purpose of transferring calls after hours. Please refer to the answer provided for Question #012.

Question #056: The award indicates a maximum of $500,000. Is this amount the maximum per year of the contract, or for the entire 5-year duration of the contract?

Answer #056: The $500,000 referenced in Section I (A.5) is the maximum contract amount for the entire contract lifetime (up to 5 years). However, this amount may be adjusted based on the actual contract award.

Question #057: What is the anticipated call volume, and are there specific peak hours when higher staffing levels will be required?

Answer #057: Please refer to the answer provided for Question #002.

Question #058: Could you please confirm the time zone for the after-hours coverage (5:30 PM – 8:30 AM)?

Answer #058: The after-hours coverage (17:30 - 8:30) will be in United Kingdom Time. The operational hours will follow either Greenwich Mean Time (GMT) or British Summer Time (BST), depending on the time of year.

Question #059: Do you have a preference for the place of performance to be within the United Kingdom?

Answer #059: No.

Question #060: Will there be an overlap or transition period with the incumbent to support knowledge transfer?

Answer #060: No, there will not be an overlap between contractors. The transition will be handled without direct overlap, and the Contractor will be responsible for managing the transition process.

Question #061: Is there a minimum staffing level required during peak hours or specific events?

Answer #061: While the Government does not specify a particular number of staff required during peak hours or specific events, it is the contractor's responsibility to plan for and provide a staffing solution that meets the anticipated level of effort outlined in the contract.

Question #062: Will the Government provide the necessary training materials?

Answer #062: Please refer to the answer provided for Question #038. Additional training materials may be provided as needed.

Question #063: How many telephone operators will the Government require?

Answer #063: The Government does not specify an exact number of operators for the calling system(s). It is the contractor's responsibility to determine and provide an appropriate staffing solution that aligns with the anticipated call volume and contract requirements. The contractor shall establish the number of staff needed and the associated pricing based on the expected call volume and specific contract demands.

Question #064: Will the Government require an audio sample? If so, what format is preferred?

Answer #064: The Government does not require an audio sample. However, the contractor is required to provide a record of each call/message received, including the time the call was made/received and its duration. A daily activity report from the previous night must be submitted at the start of each day, and a monthly activity report must be submitted on the 1st business day of each month to the COR.

Question #065: Does the offeror decide on the telephonic system (e.g., RingCentral), or will the Government determine and provide this?

Answer #065: Please refer to the answer provided for Question #010.

Question #066: Does the U.K. General Data Protection Regulation (GDPR) apply?

Answer #066: The contractor shall comply with all applicable laws, regulations, decrees, and ordinances in the country or countries of performance.

Question #067: Is there any historical data available for call flow patterns, particularly highlighting any emergency spikes?

Answer #067: No, historical data for call flow patterns, including emergency spikes, is not available. Offerors are expected to plan and price their services based on the anticipated call volume and nature of the calls outlined in the SOW. For estimated call volume, please refer to the answer provided for Question #002.

Question #068: What have the average frequencies been for emergency spikes in any given year?

Answer #068: Please refer to the answer provided for Question #078. While this is the general pattern, the frequency and duration of emergency spikes can vary from year to year and are unpredictable.

Question #069: Is there an incumbent? Have they completed their full term? Are there any improvements the Government would like to see?

Answer #069: Yes, there is an incumbent contractor who has completed their full term. Any desired improvements or changes to the service will be communicated during the contracting process. The Government expects the new contractor to meet the specified requirements and deliver services at a high standard as outlined in the SOW.

Question #070: Are there any languages, other than English, that will require support?

Answer #070: Please refer to the answer provided for Question #024.

Question #071: Which holidays require coverage?

Answer #071: Please refer to the answer provided for Question #039. The Government will provide the contractor with a list of holidays upon award of the contract and will update the list annually to reflect the upcoming year's holidays.

Question #072: “The use of automatic calling systems is strictly prohibited.” Could you please define "automatic calling system" and specify which components or features are prohibited?

For example, if a contractor’s system uses automatic features to designate certain phone numbers as high priority and immediately routes them to live call center operators, would this be considered a violation? In this case, the caller would interact with a live operator and not a computer-generated voice answering system.

Answer #072: The term "automatic calling system" refers to any system that uses pre-recorded messages, automated responses, or any automated process that interacts with the caller before reaching a live operator. The caller must interact with a live operator for all emergencies, with no automated voice interaction before the operator answers.

Question #073: Considering the impact of vendor question responses on developing accurate cost and technical solutions, will the Government consider extending the proposal deadline by 14 calendar days from the publication of answers?

Answer #073: The Government has extended the proposal submission deadline to Monday, March 31, 2025.

Question #074: Could the Government provide the current price per call? Please list and detail all costs associated with after-hours call center services.

Answer #074: No, the Government does not provide the current price per call, or a detailed breakdown of costs associated with after-hours call center services. Offerors are expected to develop their own pricing based on the requirements outlined in the SOW, including anticipated call volume, staffing needs, and other relevant factors. Public information current and previous contracts for after-hours call center services can be found in the Federal Procurement Data System (FPDS).

Question #075: Could the Government clarify if Defense Base Act (DBA) Insurance is required for contractors whose business is registered and primarily operates in the United States, with employees who are all U.S. citizens?

Answer #075: DBA Insurance is generally required for contractors working on U.S. government contracts outside the continental United States, regardless of whether the employees are U.S. citizens. However, the specific requirements for DBA Insurance will depend on the location of the performance. The offeror should review the solicitation provisions and consult with appropriate legal or insurance experts to ensure compliance with all applicable regulations. For more information, please refer to Section B.3 and FAR clauses 52.228-3 and 52.228-4, which are incorporated by reference in the solicitation. In Section B.3, there is a list of countries where the Department of Labor has waived DBA insurance requirements for performance under this contract, along with a link to the U.S. Department of Labor (DOL) authorized DBA insurance broker.

Question #076: The SOW states that calls typically last five (5) minutes but may vary. For calls designated as emergencies and transferred to the Duty Officer, what is the estimated average call length?

Answer #076: The average call duration is still typically five minutes, including those transferred to the Duty Officer. However, for emergency calls, the contractor should take the necessary time to gather all relevant information and fully assess the situation before transferring the call to the Duty Officer. The length of these calls may vary depending on the complexity of the emergency.

Question #077: Please confirm that each call must be recorded and stored in the contractor’s system.

Answer #077: Yes, each call must be recorded and stored in the contractor’s system. The records should include the time the call was received/made, the duration of the call, and any response provided by the operator.

Question #078: Some contractor call centers specializing in supporting government agencies are staffed by dozens of operators, allowing them to easily accommodate fluctuations in call volumes. Due to the size of the call center, staff changes occur frequently and may overwhelm the COR without impacting the services required by the Government.

Will the Government consider revising the specification: "The Contractor shall notify the COR one (1) day in advance of any staffing changes" to "The Government will review the staffing plan on an agreed-upon schedule"?

Answer #078: No.

Question #079: Should pricing be submitted in U.S. dollars (USD), British pounds (GBP), or another currency?

Answer #079: Pricing can be submitted in any currency. The offeror shall specify the currency in Section B.1, Pricing. Payment will be made in the currency the contractor specifies in Section B.1, Pricing.

Question #080: Can the Government confirm if DBA insurance is required for all personnel, including local hires in the UK?

Answer #080: Please refer to the answer provided for Question #075.

Question #081: Can the Government confirm if there are any specific call center technology or software requirements (e.g., CRM integration, call recording systems)?

Answer #081: No specific system requirements are outlined in the contract, other than the essential requirement for call forwarding functionality. The contractor shall use appropriate technology and equipment to deliver the services outlined in the contract, ensuring the system includes a call forwarding feature. There are no additional requirements for CRM integration or call recording systems beyond what is necessary to ensure the proper operation of the call center.

Question #082: Can the Government confirm whether it will provide a contact center solution (e.g., call routing system, software, or infrastructure), or if the contractor must furnish all necessary systems?

Answer #082: The contractor is responsible for providing all necessary infrastructure, including the calling system, software, hardware, phone numbers, and any other resources required to fulfill the duties outlined in the contract. The Government will not provide a contact center solution.

Question #083: Will the Government provide training for handling specific emergency situations?

Answer #083: Please refer to the answer provided for Question #048. The Government will provide the successful contractor with a Call Center Handbook, which includes crisis procedures and other emergency-related guidance.

Question #084: Can the Government clarify the expected fluctuation range of call volumes, excluding emergencies?

Answer #084: Please refer to the answer provided for Question #002.

Question #085: Who is the contractor currently performing the work?

Answer #085: The information regarding the current contractor performing the work is not provided in the solicitation. Offerors should focus on the requirements outlined in the solicitation and submit their proposals based on those specifications. However, public information on current and previous contracts for after-hours call center services can be found in the Federal Procurement Data System (FPDS).

Question #086: Are there specific pain points or performance issues the Government is currently experiencing with the incumbent contractor or previous call center service providers?

Answer #086: The Government does not disclose specific pain points or performance issues related to the incumbent contractor or previous service providers. However, the Government expects the contractor to meet all contract requirements and deliver high-quality services.

Question #087: Can the Government confirm that the proposed hours of operation are in Central European Time (CET)?

Answer #087: The hours of operation are in Greenwich Mean Time (GMT) or British Summer Time (BST), depending on the time of year. This is not the same as Central European Time (CET).

Question #088: Can the Government provide historical call volume data by day, including peak times during emergencies?

Answer #088: Please refer to the answer provided for Question #002.

Question #089: How will the support center be notified of after-hours emergencies by the Government?

Answer #089: Please refer to the answer provided for Question #052.

Question #090: Does "call recording" refer to audio recordings, or is it limited to documenting call details (e.g., time, duration, operator response)?

Answer #090: Call recording refers to documenting call details such as the time and duration of the call, caller name, contact number, reason for calling, actions taken, and any other relevant information.

Question #091: Can the Government define "automatic call systems" to clarify compliance requirements?

Answer #091: An "automatic call system" refers to any system that automatically dials numbers, records messages, or provides automated responses without live interaction with a human operator. This includes systems that use prerecorded messages or interact with callers through automated menus or responses. The contractor must ensure that all calls are handled by live operators and that no automated systems are used to interact with callers directly.

Question #092: What is the expected go-live date for operations?

Answer #092: The expected go-live date for operations is September 22, 2025.

Question #093: Could the Government please confirm the page limits for all sub-sections within each Volume?

Answer #093: The Government has not established specific page limits for any sections of the proposal. However, offerors should ensure their submissions are clear, concise, and appropriately detailed to fully address the requirements outlined in the solicitation.

While there is no strict page limitation, offerors should avoid unnecessary length and focus on providing well-structured, relevant information that demonstrates their ability to meet the contract requirements effectively.

Question #094: Can the Government please confirm if Contractor-provided phone numbers should start with a UK prefix? Or would an 800 number be acceptable?

Answer #094: The contractor-provided phone number should start with a UK prefix, as this is intended for after-hours call transfers related to the embassy's operations in the UK. An 800 number would not be suitable in this case.

Question #095: Will the Government confirm the time zone for the hours of operation?

Answer #095: Please refer to the answer provided for Question #058.

Question #096: Will the Government please share the incumbent's name and contract number?

Answer #096: The current contract number is 19GE5020D0018. Public information on current contract for after-hours call center services can be found in the Federal Procurement Data System (FPDS).

Question #097: If this is an existing requirement, where are the incumbent staff currently located, and how many incumbent personnel are there?

Answer #097: The information regarding the location and number of incumbent staff is not provided in the solicitation. Public information current and previous contracts for after-hours call center services can be found in the Federal Procurement Data System

(FPDS).

Question #098: Do offerors need to price in DBA Insurance? According to the DOL listing, the current country is listed as a waived country.

Answer #098: Please refer to the answer provided for Question #075. While the country of performance is listed on the waiver list, offerors must determine whether they will hire U.S. citizens to work outside the U.S. or if any individuals (regardless of citizenship) hired in the U.S. will be performing work under this contract. If the contractor hires U.S. citizens for work outside the U.S., or hires any employees (regardless of citizenship) in the U.S. to perform work under the contract, DBA insurance will be required.

Question #099: Does the Government require any additional pricing information beyond completing the SF-1449 and Section B pricing table?

Answer #099: No.

Question #100: Do Offerors need to comply with the Service Contract Act (SCA)?

Answer #100: The Service Contract Labor Standards statute applies to service contracts performed in the United States (see FAR 22.1001). This statute does not apply to contracts performed outside the United States.

Question #101: Could the Government confirm whether there is an expected end-to-end handling process beyond the initial call duration, such as time spent on logging, reporting, escalation procedures, or post-call documentation?

Answer #101: Yes, the contractor is responsible for the entire process beyond the initial call duration, which includes logging call details, reporting, escalation procedures, and post-call documentation. The contractor shall ensure that all relevant information is documented accurately and that any necessary actions are escalated according to the procedures outlined in the Call Center Handbook.

Question #102: Additionally, is there any guidance on the expected average handling time per call, including associated activities such as logging, reporting, escalation procedures, or post-call documentation? We typically structure our pricing based on total time incurred.

Answer #102: The Government has not provided specific guidance on the expected average handling time per call. However, the contractor should account for not only the call duration but also any associated activities such as logging, reporting, escalation procedures, and post-call documentation when structuring pricing. Offerors are encouraged to propose an approach that ensures efficient call handling while meeting the requirements outlined in the solicitation.

Question #103: Do you have any historical data detailing inbound call volumes during an emergency, or an example of such a situation?

Answer #103: Please refer to the answer provided for Question #002.

Question #104: Can you provide a breakdown of current call volumes by day and hour, if possible? A raw data format would be helpful for us to manipulate.

Answer #104: Please refer to the answer provided for Question #002.

Question #105: Are there any Key Performance Indicators (KPIs) associated with this service, other than the "no more than 3 complaints per month"?

Answer #105: The Government has not specified additional Key Performance Indicators (KPIs) beyond the requirement of "no more than 3 complaints per month." However, the contractor will be expected to meet the general performance standards outlined in the contract, which may include response times, call handling efficiency, and compliance with procedures.

Question #106: Will the overflow calls occur within normal working hours? Could you please clarify when these calls might be received?

Answer #106: Since this contract only covers after-hours call center services, the question regarding calls during normal working hours is not relevant. The focus should be on managing calls between 17:30 and 8:30 UK time, as specified in the scope of the contract.

Question #107: Given the sensitive nature of some emergency calls (such as U.S. citizen emergencies, terrorist incidents, and other critical events), could you confirm whether operators are required to undergo specific security clearances, background checks, or vetting processes?

Answer #107: Please refer to the answer provided for Question #025.

Question #108: As per Section C.2.1, can you provide a description or diagram that gives more detail on how calls should be delivered to our agents?

Answer #108: As per Section C.2.1, calls should be handled through a fully manned call center with live operators. Calls should be screened based on the Embassy’s guidance, with true emergencies transferred directly to the Duty Officer. While a specific diagram is not provided, the process is as follows:

1. Call Reception: Calls are…