2025 PZI ETC questions and answers - RESPONSES.xlsx

XLSX spreadsheet 32 KB Posted Jul 22, 2025

Attached to: Education and Training Services
Solicitation number: 2025-PZI-ETC
Issued by: Department of the Air Force Materiel Command Lifecycle Management Center Hanscom Air Force Base

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Written by GovTribe AI · Jul 23, 2025

This document is a comprehensive Questions and Answers (Q&A) file for a Department of the Air Force Education and Training Customer Services contract at Hanscom Air Force Base. The solicitation (2025-PZI-ETC) is a Lowest Price Technically Acceptable (LPTA) procurement for one full-time equivalent (FTE) customer service representative position, currently performed by Marsh Professional Contracting Services LLC under contract FA283522P0025. The incumbent contract, valued at $149,579.16, runs from September 2022 to September 2025, and the new contract is anticipated to be awarded by September 22, 2025.

The customer service representative will support the Education and Training Center by handling administrative tasks such as receiving telephone calls, greeting visitors, scheduling training, maintaining calendars, managing email communications, and performing various clerical duties. The position requires core hours of Monday through Friday, 0730-1600, with no overtime or weekend work. Government-provided resources include workstations, equipment, and initial training. The role requires a Tier I background check for Air Force Network access, uses Department of Labor Service Contract Act Occupation Code 01042 (Customer Service, Level II), and mandates Health and Welfare benefits at the prevailing wage determination rate. Incumbent personnel are eligible for rehire, and no specific degree is required, though good communication and MS Office skills are expected.

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Other files

File	Type	Posted
Combo 28 July Signed.pdf	PDF	Jul 28, 2025
Wage Determination 2015-4047 08 July 25.pdf	PDF	Jul 21, 2025
PWS ETC 14 July.pdf	PDF	Jul 14, 2025
Combined Synopsis Solicitation_2025-PZI-ETC.pdf	PDF	Jul 11, 2025
Bid Schedule.xlsx	XLSX spreadsheet	Jul 11, 2025
PWS ETC Final 11 July Redacted.pdf	PDF	Jul 11, 2025
Wage Determination.pdf	PDF	Jul 11, 2025

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Sheet1 Education and Training Customer Service

2025-PZI-ETC **

	Question	Answer
	1.	Personnel Coverage
Can you clarify the expected number of hours per week and whether this requirement supports a full-time equivalent (FTE) or part-time position?	Full Time Equivalent, 40 hours a week.
	2.	Workspace and Equipment
Will the Government provide a dedicated workstation, telephone, computer, and email access to the contractor’s on-site personnel? Or is the contractor expected to supply any equipment?	Yes, all these items will be provided by the government.
	3.	Training and Onboarding
Will the Government provide initial training on the use of any required Government systems (calendars, mailboxes, scheduling tools)? If so, how long is the anticipated training period?	Yes, the government will provide initial training on unique IT Systems. However, individual should have a working knowledge of the MS Office Suite.
	4.	Hours of Operation
Can you confirm the expected hours of operation for the Education and Training Center and whether contractor support is required during specific core hours (e.g., 0800–1600, Monday through Friday)?	Core hours of support required is: M-F, 0730-1600 hours.
	5.	Security & Access
Are there any additional background check requirements beyond obtaining base access and compliance with the REAL ID Act for contractor personnel?	Yes, employee will require a Tier I background check prior gaining access to the AF Network (AFNET).
	6.	Performance Metrics
Are there any specific Key Performance Indicators (KPIs) or metrics by which contractor performance will be evaluated beyond general customer service responsiveness and accuracy?	Yes, as outlined in the PWS paragraph 2 and Appendix A and Exhibit A.
	7.	Incumbent Information
Is there an incumbent currently performing this work? If so, could you please share the incumbent’s name and contract number for reference?	Yes, the incumbents name is

MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025.

8.How many employees are executing the existing contract?	One employee.
9. Is the Labors hours requested in this RFP the same as the labor hours requested under the current Incumbent contract??	Yes
10.Is the number of employees requested in this RFP the same as the number of employees being requested under the current Incumbent contract	Yes
11. Who is the current incumbent, and what is the contract number? Is this a new requirement?	This is not a new requirement, the incumbent is

MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025.

12.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.	This is not a new requirement, the incumbent is MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025.
13. Who is the incumbent and what is the current award number?	The incumbent is MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025.
14 Which company, consultant, and/or category of federal employee has performed this work in the past 18 months?	The incumbent is Marsh Professional Contracting Services LLC.
15.How long has the incumbent contractor personnel worked in their role? (This information is necessary to determine amount of Leave mandated by the Dep’t of Labor’s Wage Determination.)	Current contract is in the 3rd year of a three year contract which ends September 2025. Current employee has been in the position since November 2024.
16. Is there no-cost parking within walking distance of the government’s worksite? If not, what are the parking options?	Yes there is parking available at no cost.
17. Can offerors include a brief pricing narrative (e.g., methodology and compliance with federal regulations) alongside the Bid Schedule to support the evaluation of price reasonableness and realism?	Yes - since this is LPTA not entirely sure it would be helpful.
18.What is the preferred DOL SCA WD Occupation Code for the contract position?	Code # 01042, Customer Service, II
19. What DOL SCA WD Occupation Code was used for each contract position in the incumbent contract(s)?	Previous contract did not have a OC assigned.
20. Can the government please confirm that the awardee must pay/provide the assigned contractor personnel the SCA-prescribed Health and Welfare benefits at the rate of the applicable Wage Determination?	YES
21.	The Combined Synopsis/Solicitation and the Bid Schedule only list a requirement for a Customer Service/Administrative Support position; however, the PWS lists a requirement for a Facility Manager as well. Is this bid for two positions, or only one?	This soliciation is for one position (Customer Service). Facility Manager duties are encompassed into this position.
22. There are multiple occupation codes that would fit the position description from the PWS. What is the correct occupation code from the SCA Wage Determination document for the position(s) being bid?	OC # 01042, II
23. How long has/have the current incumbent(s) been working in this position?	The incumbent is Marsh Professional Contracting Services LLC and this contract has been in place since September of 2022.
24.The PWS states that the Education & Training Center "may remain open past normal duty hours and on weekends on case-by-case basis." In those events, would the position require fewer hours during the week to account for the extended hours, or would overtime be paid?	No, employee would be required to work M-F, 0730-1600 hours, no overtime or weekends will be required.
25.Is this a new contact/requirement? If not, who is the incumbent, and what is the contract number?	This is not a new requirement, the incumbent is MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025.
26.If this is an existing contract, is the position currently filled?	Yes
27. As the government states in the solicitation, “One (1) customer service representative,” please confirm that coverage for vacation or sick days is not required of the contractor.	Coverage for normal/routine vaction and sick days is not required.
28. Is this a current requirement or a new requirement? If current, can the government provide the contract # and the number of FTEs on task?	This is not a new requirement, the incumbent is MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025. There is 1 FTE on task.
29. Would HAFB accept the completed bid schedule in excel format as a separate attachment from the technical proposal?	Yes
30. What metrics will be used to evaluate "repeated failures" that might trigger increased government inspections?	Failure to carry out assigned tasks as outlined in PWS paragraph 2.
31. Are there any additional evaluation considerations for SDVOSBs beyond the standard set-aside?	No
32. How are "customer complaints" tracked and evaluated in determining performance?	Customer complaints are tracked by the COR and discussed with the E&TC Director to ensure compliance with the PWS.
33. Can the government provide examples of what they consider to be acceptable commercial industry standards for the required services?	Please refer to the PWS.
34. Are there specific certifications or qualifications required for staff beyond what is explicitly stated in the PWS?	NO
35. Training Requirements: What specific training programs are staff required to complete, and what is the historical cost of this training?	Employee is required to complete mandated/required AF Training (Cyber Awarness, Records Mgt, TFAT, etc.). Training will be provided on-line or in-person at no cost.
36. What is the current condition and expected lifespan of the equipment listed in Appendix C2 that the service provider is responsible for maintaining and replacing?	All equipment is provided by the Government and is in good condition and IT (computer, printers & peripherals) are replaced as required by AF Guidance.
37. For tasks designated as "As Required" or "As Requested" in Appendix A, what is the historical frequency of these requests over the past year?	Data for current FY = 725 phone calls (incoming/outgoing), 275 e-mail responses; 100+ walk-n customers, classroom scheduling and prep 100 instances; reference library assistance, 35 instances; and mailout 36 trips to post office.
38. Resource Library Management: What is the current size and scope of the education resource library that requires management?	Reference library contains 175+ study guides and reference material that are maintained, signed out and tracked for return.
39.Would the government consider best value vs lowest price?	No, this acquisition will be lowest price technically acceptable
40. Is the opportunity encumbered?	YES
41. How many staff are currently in place?	One employee.
42. How many vacancies are there?	No vacancies.
43. What was the value of the previous award?	$149,579.16 (3-year contract)
44. How many FTEs does the government anticipate needing?	One FTE
45. Who is the incumbent contractor and what is the contract number?	The incumbent is MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025.
46. What is the level of security clearance required for contractor personnel performing on this contract?	No clearance required. Employee will require a Tier I background check prior gaining access to the AF Network (AFNET).
47. What is the Offeror’s facility clearance required to hold a prime contract on this effort?	Not needed.
48. When does the Government anticipate awarding this contract?	The Government anticipates award on or before 22 September 2025.
49. Are their currently any contractor staff vacancies on the contract?	No
50. How long have current contractor staff been performing on this contract?	This contract has been in place since September of 2022.
51. What is the Government’s established level (I, II, or III) for the Customer Service Representative Occupation Code that all Offerors should use for this bid?	Level II
52. Is this is a follow-on requirement or a new contract? If it is a follow on contract, could you please provide the incumbent contract number and the awarded price?	This is not a new requirement, the incumbent is MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025.
53: Please confirm if this requirement is a full-time or part-time position?	Full Time Equivalent, 40 hours a week.
54: Does the contractor employee/one (1) customer service representative required to work during Federal Holidays?	No, the Education and Training center is closed on Federal Holidays.
55: Please confirm what would be the contractor employee qualification requirement for this role? (e.g. experience, education, knowledge/skills, certification, etc.)	Employee should have good comunication skills, attention to detail, customer service experience, punctionality, and the abilitly to work well with a broad customer base and a working knowledge of the MS Office Suite.
56: Does the contractor employee needs to travel to attend training/seminar overseas? If so, who will cover the cost(s)? How many days the training will be (e.g. how many days in a year)?	No
57. Is there an incumbent contractor?	Yes, Marsh Professional Contracting Services LLC.
58.If there is an incumbent contractor, can the government provide the contractor's name, contract number, period of performance, and contract value?	The incumbent is MARSH PROFESSIONAL CONTRACTING SERVICES LLC and the contract number is FA283522P0025. The period of performance is 23 September 2022 - 22 September 2025 and the value is $149,579.16
59. A Service Contract Act Wage Determinations document was distributed with the Solicitation, but a Labor Category (LCAT) was not specified. Can the government specify the Labor Category that offerors need to utilize?	OC # 01042, II
60. The Department of Labor’s (DOL) Wage and Hour Division (WHD) has again issued new Service Contract Act (SCA) health and welfare (H&W) rates. Effective July 7, 2025, WHD increased the prevailing H&W fringe benefits from a rate of $5.36 per hour to $5.55 per hour. Is there a new SCA WD document they will share? Will this increase be in effect for this contract?	YES
61. The Bid Schedule (Excel file) has only 5 CLINs, one CLIN for "One (1) customer service representative to perform all of the duties as detailed in the PWS.", one CLIN for the Base Period, and one CLIN for each of the 4 Option periods; however, Section 1.4.1 of the PWS states that "The service provider shall provide an Education and Training Center Facility Manager..." Can the government please clarify if a Facility manager is in scope? Or if the facility manager task areas the responsibility of the customer service representative?	The Factility Manager (FM) duties are encompassed in the Customer Service Position. FM duties are performed with the guidance, oversight and assistance from the government staff.
62. If a Facility Manager is in scope, can the government provide direction on how the bidders are to propose and price this position? Will the government issue another Bid Schedule template?	Same as question 61.
63. If a Facility Manager is in scope, can the government provide the SCA WD labor category for this role?	Same as question 61.
64. If a Facility manager is not in scope, then are the requirements in PWS Section 1.4, 1.4.1, and 1.4.2 in scope and are required to be performed by service provider?	Same as question 61.
65. If a Facility manager is not in scope, and if are the requirements in PWS Section 1.4, 1.4.1, and 1.4.2 in scope and are NOT required to be performed by service provider, can the government confirm that the offers are not required to respond to requirements in PWS Section 1.4, 1.4.1, and 1.4.2 in their Technical Proposal?	Same as question 61.
66. If a Facility Manager is in scope, PWS Section 1.4.1 "Facility Manager" states that " In the event a Facility Manager needs to report after normal duty hours, the government appointed alternate Facility Manager will report." To clarify, is the "the government appointed alternate Facility Manager" a government personnel/employee, meaning that, the service provider is not required to perform services after normal business hours?	Same as question 61.
67. Can the government confirm the number of personnel (headcount) to be staffed for each in-scope position?	There is one position to be filled.
68. Can the government provide skills, education, and experience requirements all in-scope positions?	Employee should have good comunication skills, attention to detail, customer service experience, punctionality, and the abilitly to work well with a broad customer base and a working knowledge of the MS Office Suite.
69. Are candidate resumes required for the bid submission?	No, this will be required during the transition period as outlined in the PWS.
70. If candidate resumes are required, is there a minimum or maximum number of resumes required for the submission and, if so, what are the minimum or maximum number of required candidate resumes?	There is no minimum/maximum.
71. If candidate resumes are required, is there a page limit for each resume?	NO
72. If candidate resumes are required, are they required to be included in the Technical Quote volume or are they required to be submitted in a separate volume?	See response to question #69.
73. If candidate resumes are required, are the resumes excluded from the twenty-five (25) pages page limit for the entire quote?	See response to question #69.
74. Are the volume document cover sheet, cover letter, and Table of Contents excluded from the page count?	No
75. Are past performance contract examples required as part of the Technical Proposal?	No
76. If past performance contract examples are required as part of the Technical Proposal, can the government provide requirements for the content of the past performance examples, including page limit for each example citation?	No
77. We did not see any requirements specifying the format for the response volumes. For all response volumes, can the government confirm any formatting requirements such as font type and size, margins, etc.?	There are no formatting requirements.
78. The Combined Synopsis Section 17 (point 3) lists the required response document as "i" Technical Proposal and "ii" Completed Bid Schedule. Section 17 (point 1) states "Please provide your price quote on the attached bid schedule". Does this does not mean that the requirement is to complete and submit the Excel file "Bid Schedule" as the only response document for "ii. Completed Bid Schedule", and a narrative cost/price volume (including an embedded Bid Schedule pricing table) is NOT required?	A cost/price volume is not required.
79. The Combined Synopsis Section 17 (point 3) lists the required response document as "i" Technical Proposal and "ii" Completed Bid Schedule. Section 17 (point 1) states, "Please provide your price quote on the attached bid schedule". If a narrative cost/price volume (including an embedded Bid Schedule pricing table) is required, can the government provide requirements on content and format? Do offerors need to submit the completed Excel file or embed the table into word and submit as PDF? Please clarify the requirements.	Pricing shall be submitted in the completed excel file.
80. Can the government confirm that there is no SF-1449 to be signed and submitted?	The SF-1449 will be completed with the awardee once proposals have been evaluated.
81. The Instructions to Offeror require submission of representations 52.204-24, 52.204-26, 252.204-7017. Are these representations to be submitted as part of the Technical proposal? Or would the government accept sam.gov Reps and Certs?	The submissions are a part of the technical proposal.
82. The Instructions to Offeror require submission of representations 52.204-24, 52.204-26, 252.204-7017. If these representations are to be submitted as part of the Technical proposal, are these pages excluded from the twenty-five (25) page count limit for "the quote in its entirety"?	Yes, this is separate from the quote page limit.
83. The Instructions to Offeror require submission of representations 52.204-24, 52.204-26, 252.204-7017. If these representations are not to be submitted as part of the Technical proposal, can they be submitted as a separate submission document?	Yes
84. The Instructions to Offeror require submission of representations 52.204-24, 52.204-26, 252.204-7017. If these representations are not to be submitted as part of the Technical proposal, are these pages excluded from the twenty-five (25) page count limit for "the quote in its entirety"?	Yes
85. In Combined Synopsis Sections 17. 3.b.-c., each requirement includes the phrase "...and provide additional disclosures, if applicable." If the offer does not understand any additional FAR disclosures to be applicable because their FAR disclosures are up to date in SAM.gov, can the government confirm that the three cited disclosures are the only disclosures (52.204-24, 52.204-26, 252.204-7017) are the only disclosures required to be submitted with their proposal?	Yes
86. Section 1.2 "Civilian Education and Training" of the PWS states that "The service provider shall support the administration of the civilian education and training program for serviced organizations by providing customer service." but does not provide any detailed requirements to describe the work and work effort to be provided. Can the Government please provide requirement details so that the bidders can "Provide as specifically as possible the actual methodology you [they] would use for accomplishing/satisfying the effort as outlined in the Performance Work Statement." as required in the Combined Synopsis Section "Factor 1 - Technical Factor" (page 4 of 20)?	Employee will assist serviced organizations using the E&TC for on-site/in-person training by: coordinating classroom availability, reserving facilities, ensure all technical requirements are available/met, track/receive materials (if provided), assist students/instructors during training periods (as necessary), and ensure classroom preparation/set-up before/after training sessions.
87. Section 1.3 "Air Force Institute of Technology School of Logistics" of the PWS states that "The service provider shall support the administration of Air Force Institute of Technology School of Logistics (AFIT/LS) on-site classes." but does not provide any detailed requirements to describe the work and work effort to be provided. Can the Government please provide requirement details so that the bidders can "Provide as specifically as possible the actual methodology you [they] would use for accomplishing/satisfying the effort as outlined in the Performance Work Statement." as required in the Combined Synopsis Section "Factor 1 - Technical Factor" (page 4 of 20)?	Employee will assist serviced organizations using the E&TC for on-site/in-person training by: coordinating classroom availability, reserving facilities, ensure all technical requirements are available/met, track/receive materials (if provided), assist students/instructors during training periods (as necessary), and ensure classroom preparation/set-up before/after training sessions.
88. Reserved.
89. Are there any recurring performance challenges or service gaps under the current contract that the government would like improved in the follow-on effort?	No
90. What areas of customer service or administrative support are most critical to mission success — and where has performance fallen short in the past?	Communication, punctionality, follow through, attention to detail, & working independently.
91. Are there any lessons learned from prior contractor transitions such as either onboarding or offboarding that the government would like the next contractor to be aware of or improve upon?	No
92. What has been the most frequent source of customer complaints or dissatisfaction (e.g., delays in response, scheduling conflicts, record errors, etc.)?	Very few complaints to categorize.
93. Has the government been satisfied with the incumbent’s communication and issue escalation protocols, or are there changes desired in contractor-Government interaction?	Yes - no changes required at this time.
94. Does the Government anticipate the use of any additional systems, platforms, or software tools beyond those outlined in the PWS?	Although it's possible in the future, there are no projected changes at this time.
95. Will the incumbent contractor’s personnel be eligible for transition/hire under the new contract, or is the government anticipating full staff turnover?	Incumbent personnel are eligible for hire under the new contract.
96. Is the incumbent eligible to bid?	Yes.
97. Will the government please update the DOL wage determination attached to the solicitation to the most recently issued version, which is WD No. 2015-4047, revision 30, issued 7-8-2025?	Yes, the solicitation has been amended to reflect this change.
98. Are Offerors expected to price contingency/emergency coverage, including participation in exercises and operations (PWS 4.10) or will extra funding be added for this?	No, position does not require additional hours of support beyond M-F; 0730-1600 hours.
99. Since PWS 4.3.1. states that “the Education and Training Center may remain open past normal duty hours and on weekends on case-by-case basis,” can the government provide more details on these historical needs and how many hours this was needed over the past year for pricing of overtime labor cost for pricing?	Assigned government personnel have covered this when necessary -- no overtime will be required by the contracted employee.
100. Since this contract includes a Wage Determination, can you please advise what the SCA LCATs the incumbent staff were mapped to historically?	This position was not historically mapped to LCAT.
101. What is the historic labor full time and part time staff allocation of the current contact?	Full-time, M-F, 0730 - 1600 hours, 40 hours per week.
102. Can the government confirm the minimum labor qualifications expected for each position (education, years of experience, certification, background checks) since none of that is listed in the PWS?	No degree is required. Individual should possess good, communication organizational skills, work independently, and have a good working knowledge of MS Office Suite.
103. Are there any required or preferred labor categories associated with Service Contract Labor Standards (SCLS)?	Code # 01042, Customer Service, II
104. What are the expected full-time equivalents (FTEs) based on historical data, if available?	One FTE.
105. Should the Offeror include pricing for materials, tools, and supplies not listed as Government-Furnished in Appendix C?	No, all tools, supplies, equipment & furniture will be provided by the government.
106. Are there any specific supply or equipment brand requirements (e.g., IT, classroom support materials) that would impact pricing?	No, the Government will provide all classroom IT equipment and support material.
107. Which Wage Determination classification is correct: Customer Service I, II, or III	Levell II
108. Incumbent Information: Is there a current contractor performing this work? If so, could you kindly share the incumbent’s name and awarded hourly rate?	Yes there is an incumbent contractor: Marsh Professional Contracting Services LLC. The award amount is $149,579.16 (3 year contract)
109. Training Requirements: Will the selected contractor be required to complete any government-provided training (e.g., myLearning, AT Level I, Records Custodian)? If so, should these hours be included in the pricing?	Yes, the training will be completed during normal working hours and provided by the government at no cost.
110. Government-Furnished Systems: Will the contractor be provided access to systems such as HanscomNet, SharePoint, or government email accounts? If so, who facilitates account creation?	Yes, government will facilitate access upon a CAC being issued.
111. Anticipated Start Date: Is there a projected start date for contract performance?	Yes, contract performance is projected to start on 22 September 2025
112. Work Schedule Flexibility: Will the contractor be required on-site full-time, or is there any flexibility for remote or hybrid work arrangements?	Full Time on site.
113. Annual Hours: Can you confirm whether the Government anticipates 2080 labor hours annually (40 hrs/week x 52 weeks) for this position?	Yes, this is correct.
114. Price Escalation: Are annual price increases permitted for the option years, and should they be included in the bid schedule?	Yes, this should be included in the bid schedule.
115. Federal Holidays: Will the contractor be off on all federal holidays, and are those days non-billable?	Contractor will be off on all federal holidays.
116. Technical Proposal Expectations: Is a resume and brief capabilities narrative sufficient for the technical proposal, or does the Government expect a more formal document?	Resumes are not required to be submitted with proposals.
117. Past Performance Format: Is there a preferred format or page limit for submitting past performance references?	Past Performance is not required, there is no format for any submissions however.
118. Labor Category Alignment: If the duties align more closely with a classification such as Administrative Assistant III under the SCA, would that be acceptable, or must we use a "Customer Service Representative" labor category?	Code # 01042, Customer Service, II
119. Base Access and Credentials: What is the process for obtaining base access or CAC credentials for the selected employee? Are background checks or fingerprinting required?	If employee does not have base access credentials, then government personnel would facilite a base pass. Employee will require a Tier I background check prior gaining access to the AF Network (AFNET). This includes fingerprinting.
120. Security Clearance: Will the selected employee need to hold or be eligible for a security clearance?	No clearance is required.
121. Absence Coverage: Although the PWS specifies only one employee, would the Government be open to the contractor hiring a part-time secondary employee in advance to ensure seamless coverage during vacations, leave, or emergencies? If so, would I have to work within the 2080 annual hours and include that employee in those hours?	A secondary employee is not required.

File details come from the government source that posted it. Updated Jul 23, 2025.