2.1.1 70B06C24R00000002 Attachment 4- Interview Questions DRAFT.pdf
PDF 171 KB Posted
- Attached to
- U. S. Customs and Border Protection Office of Training & Development Enterprise Training & Resource Management System & Support Services Federal contract opportunity
- Solicitation number
- 201339916
About this file
This document contains interview questions for quoters responding to a solicitation by U.S. Customs and Border Protection for an Enterprise Training and Resource Management System and support services. The questions address the quoter's data security practices including their FedRAMP status and data partitioning capabilities. They also cover the quoter's experience implementing similar systems for other federal agencies as well as their help desk structure and processes for customizations. Quoters are asked to describe their strategic goals for how the system will evolve with future technologies and trends. Details on the quoter's processes for feature development, upgrades, and incorporating customer feedback are also requested.
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Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| 2.1.1 70B06C24R00000002 DRAFT.pdf | ||
| 2.1.1 70B06C24R00000002 Attachment 1- ETMS Pricing Worksheet DRAFT.xlsx | XLSX spreadsheet | |
| 2.1.1 70B06C24R00000002 Attachment 5- Role Based Narratives DRAFT.pdf | ||
| 2.1.1 70B06C24R00000002 Attachment 2- Statement of Work DRAFT.pdf | ||
| 2.1.1 70B06C24R00000002 Attachment 2- Statement of Work- Appendix A- Functional Requirements DRAFT.pdf | ||
| 2.1.1 70B06C24R00000002 Attachment 3- Solution Capability Survey DRAFT.xlsx | XLSX spreadsheet |
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Text version
Element Instructions to Offeror Question
What is the highest authorization level achieved?
How long this level has been maintained?
What agency granted the authorization?
How many security controls and measures do you have in place to meet FedRAMP requirements?
How you transitioned data to a cloud‐hosted Software‐as‐a‐ service system at FedRAMP Moderate Baseline or higher?
How many users and courses can your system handle without performance degradation?
If you are not FedRAMP authorized or still in the process, when do you plan on becoming authorized and who is your sponsor?
Does your system architecture include separate interfaces for administrative data management and an end user portal?
Does your system support data partitioning? If so, is there a limit to the number of partitions the data can be separated into?
Who controls the number of partitions and the users who have access to those partitions?
How are user roles and their permissions created?
How do you prevent someone with minor administrative access from granting unauthorized access to others?
Have you implemented this exact solution before within the federal sphere? If yes, how many times?
Have you implemented automated training and user data feeds before?
Has your help desk serviced this proposed solution before?
Are your help desk services managed in‐house by the same team that develops the software solution, or is it out‐ sourced to a third‐party provider?
How do you ensure quality control, responsiveness, and knowledge of your products or services?
How quickly can customers expect a response from your help desk?
How do you handle escalations within your help desk services, especially for complex or critical issues?
What is your typical process for issue resolution, and what metrics do you use to measure customer satisfaction?
Do you provide help desk ticket tracking for your customers to monitor?
How often do you provide system upgrades?
How flexible are you regarding upgrade dates/times?
How do you gather customer feedback and incorporate it into your system updates?
Can you provide examples of how customer feedback has influenced past system updates?
Can customers test the new functionalities in their system sandboxes prior to receiving the upgrade in their production site?
How do you handle bug fixes, patches, and ongoing maintenance after system updates are released?
5. Strategic Vision
The Quoter shall detail their strategic goals for how the system will grow and evolve with future trends and technologies. The following items should be addressed:
4. Help Desk The Quoter shall detail the help desk structure.
The following items should be addressed:
The Quoter shall describe their experience implementing an Enterprise Training and Resource
Management System with other Federal Agencies.
The following items should be addressed:
3. Experience
The Quoter shall provide documentation or evidence about their system's current FedRAMP status. The following items should be addressed:
1. Data Security
2. Data Partitioning
The Quoter shall detail how their system supports data partitioning and manages user access to ensure data security. The following items should be addressed:
How do you provide support or guidance to ensure smooth transitions for customers when new updates are released?
Does your proposed solution continue to be updated throughout the contract in order to stay current with emerging technologies?
What is the process for requesting a custom feature development?
Are all custom feature requests honored, or are they decided upon by a change control board?
Is there a limit to the number of custom features that can be developed in a given operating year?
What is your process for developing a feature requested by multiple customers and what factors go into determining how the cost of such customizations are distributed amongst the customer base and/or absorbed internally?
Are developed features available upon completion (i.e., through a hotfix) or only when the system is upgraded next?
6. Customizations
The Quoter shall explain the process for CBP to request added functionality or customizations, any applicable approval processes of said requests, and the Offeror’s processes to implement such changes to the system. The following items should be addressed:
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