Solicitation Number 24322620R0001 - Amendment Number A00001--02.20.2020.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

1. CONTRACT ID CODE PAGE OF PAGES

1 33

2. AMENDMENT/MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (If applicable)

A00001 February 20, 2020

6. ISSUED BY CODE 243226 7. ADMINISTERED BY (If other than Item 6) CODE

OPO – DC

US OFFICE OF PERSONNEL MANAGEMENT

1900 E ST NW

ROOM 1342

WASHINGTON DC 20415-7710

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code) (X) 9A. AMENDMENT OF SOLICITATION

X

24322620R0001

9B. DATED (SEE ITEM 11)

January 21, 2020

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 11)

CODE FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of offers Is extended, X Is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by:

(1) Acknowledging receipt of this amendment on each copy of your offer submitted.

FAILURE OF YOUR ACKNOWLEDGEMENT 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 your 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 CHANGEORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER

NO. IN TTEM 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, X is required to sign this document and return 1 copies to the issuing office.

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

See Page 2.

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)

15B. CONTRACTOR/OFFEROR 15c. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED

(Signature of person authorized to sign) (Signature of Contracting Officer)

NSN 7540-01-152-8070

Previous edition unusable

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA FAR (48 CFR) 53.243

SOLICITATION NUMBER 24322620R0001

AMENDMENT NUMBER A00001

The purpose of Amendment Number A00001 to Solicitation Number 24322620R0001 is as follows: (1) Revise some sections of the solicitation and (2) Provide answers to the questions received by the January 31, 2020 due date. Accordingly, the solicitation is amended as follows:

1. Page 3, Section (b)(2) is revised (the revision is highlighted) as follows:

(2) Blocks 19 through 24 Continued (Tables 1A, 1B, 1C, 1D, 1E, and 1F)

2. Page 63, Section (d)(1), 5.3 Specific Tasks, the first sentence in the first paragraph is revised (the revisions are highlighted) as follows:

The Contractor shall be required to strictly adhere to the Performance Standards and Acceptable Quality Levels for the specific tasks indicated in the Quality Assurance Surveillance Plan (Table 2) during performance of the contract. These Performance Standards and Acceptable Quality Levels will be closely monitored by the COR.

3. Page 81, Section (d)(1), 6.6 Deliverables Chart, Pre-Contract Award is revised (the revisions are highlighted) as follows:

Pre-Contract Award

Contract Deliverable Description

When Delivery Is Due Performance Work Statement Section/ OPM-Specific Clause

Phase-In Transition Continuation of Services Operations Plan

Part of the Technical Proposal Volume in response to the solicitation

5.9

Phase-Out Transition Continuation of Services Operations Plan

Part of the Technical Proposal Volume in response to the solicitation

5.9

Key Personnel Part of the Technical Proposal Volume in response to the solicitation

5.8

Quality Assurance Surveillance Plan relative to contract level deliverables

Part of the Technical Proposal Volume in response to the solicitation

VETS-4212 Report Part of the Technical Proposal Volume in response to the solicitation

1752.222-71

4. Page 82, Section (d)(1), 6.6 Deliverables Chart, Post-Contract Award is revised to change

VET-100/100A Report to VETS-4212 Report (the revision is highlighted) as follows:

Post-Contract Award

Contract Deliverable Description

When Delivery Is Due Performance Work Statement Section/ OPM-Specific Clause

VETS-4212 Report No later than September 30 of each contract year

1752.222-71

5. Page 93, Section (e)(2)(D)(ii)(a) is revised (the revision is highlighted) to add (8) VETS-4212

Report as follows:

(a) The offeror’s technical proposal must contain the following sections:

(1) Cover Letter

(2) Table of Contents

(3) Technical Approach

(4) Experience and Expertise of Staff

(5) Past Performance

(6) Quality Assurance Surveillance Plan

(7) Small Business Subcontracting Plan

(8) VETS-4212 Report

6. Page 97, Section (e)(2)(D)(iii) (a)(3) is revised (the revision is highlighted) as follows:

(3) Section (b)(2) Tables 1A-1F and completion of Blocks 21-24.

7. Page 100, Section (e)(3)(b), Technical Factor 1: Technical Approach 9 is revised (the revision is highlighted) as follows:

9. Demonstrate the ability to meet or exceed the quality standards and time frames for specific tasks indicate in the Quality Assurance Surveillance Plan (Table 2) located in the Performance Work Statement (PWS).

8. The questions received by the January 31, 2020 due date and the corresponding answers are as follows:

Questions and Answers

1. Pages 19 and 59 – Section (c), (5) 1752.200-70 and Section 5.1

Question: On-Site Working Conditions. Normal operating hours are 7:00 AM to 5:30 PM, Monday through Friday. Please clarify which time zone and if these are the hours for the non-open season period.

Also please clarify operating hours. Page 59 also lists the following hours: Call Center shall operate during each annual open season period, M-F 8:00 AM-8:00 PM EST.

Answer: All times are Eastern Standard Time. The Normal operating hours of 7:00 AM to 5:30 PM, Monday through Friday are for the Staff who will communicate with the OPM Program Office. The Call Center must be available for Open Season customers from a variety of time zones. Monday through Friday, 8:00 AM to 8:00 PM makes the service center available to customers for full working days on either the East or West coast.

2. Page 42 – Section (c), (5), 7. 1752.224-77

Question: Would OPM please confirm that an alternate method of multi factor authentication, like the use of an RSA token or similar technologies, would be compliant for CSR staff working in the call center?

Answer: Second factor authentication through PIV is required by different OMB memos like M-11-11 and M-19-17 both of which state: “Agencies shall require PIV credentials (where applicable in accordance with OPM requirements) as the primary means of identification and authentication to Federal information systems and Federally controlled facilities and secured areas by Federal employees and contractors.” Alternate methods could be accepted when there is no additional risk defined by the ISSO of the system and further recommended by the CISO.

3. Page 57 – Section (d)(1) 1 and Page 68 Section 5.4, 3

Question: The annuitant population includes 2.7 million individuals according to page 57.

There are also references to FEDVIP notifications (405k) and Special Mailings (401k). Are FEDVIP and Special Mailing populations subsets of the 2.7 million or in addition to the 2.7 million? Also, on page 68 there is reference to notices to individuals with valid emails (350k). Are these email notifications in addition to direct mail notifications resulting in these individuals being notified both by mail and email?

Answer: Not all of the 2.7 million annuitants are covered under the FEHB or FEDVIP. That number is mentioned because that is the potential upward end of the population that could be contacted. FEDVIP is a smaller subset of just over 410,000 covered through the program.

A data extract containing the number of FEHB enrollees, the number of FEDVIP enrollees and all of the home and email addresses that Annuitants have shared with OPM is transmitted before each Open Season. The communication of Open Season announcements and materials can be delivered by postal mail or by email. The FEDVIP enrollees will receive an actual postcard containing FEDVIP information. Other Open Season information may be communicated through the method(s) the contractor finds most likely to be successfully delivered.

4. Page 58 – Section (d)(1)4

Question: Will the Government be furnishing computer equipment for the Call Center? If not, please confirm minimum system requirements for Call Center computers.

Answer: The Government will not furnish computer equipment or otherwise establish the Call Center. The Contractor is expected to structure their Call Center to be able to meet the Acceptable Quality Levels indicated in the Quality Assurance Surveillance Plan. The system must be able to produce the required daily and end of Open Season reports.

5. Page 58 – Section 5.1

Question: Will the Government provide training materials for the Call Center Representatives or will contractor create these materials? Would the Government please confirm the training period length for Call Center Representatives?

Answer: The Government will provide limited training materials for the Call Center Representatives. These materials will center around approved telephone scripts that were presented by the Contractor for review and discussion. The Contractor is expected to provide Customer Service training and specific FEHB Open Season training to their Customer Service Staff.

6. Page 59 – Section 5.1

Set up a call center to respond to annuitants inquires staffed with an appropriate number of trained Customer Service Specialists; Call Center shall operate during each annual open season period, Monday through Friday 8:00am - 8:00pm, EST;

Question: Could you please provide the volume of calls during the timeframe of October through the end of December broken out by in person and IVR? Also, what is the average length of the call?

Answer: For the 2019 Open Season, the Call Center was open from November 4, 2019 through December 21, 2019. The total CSR (in person) calls were 39,045. This number was down 17% from 2018. The total IVR calls were 156,427. This number was down from the 202,591 during 2018. The average call time was 4 minutes 46 seconds. This is down from 5 minutes 3 seconds in 2018.

7. Page 59 – Section 5.1

Question: Would the Government please provide the annuitant transactions by channel during open season and non-open season?

Answer: The Government will provide a data extract with Annuitant information to the contractor. However, the Government does not provide Annuitant transactions to the contractor.

8. Page 59 – Section 5.1

Question: What is the ramp period to bring on headcount to support open season period between November and December?

Answer: The Government does not mandate a timeline for when the Contractor can onboard or release Staff. The Government expects that the Contractor will be ready and able to perform during the agreed upon Call Center dates and times.

9. Page 59 – Section 5.1

Question: Would the Government provide total FTE’s required for open season and non-open season periods?

Answer: The Government does not mandate a minimum or maximum number of staff to operate the contract. The determination of FTEs is the contractor’s decision.

10. Page 59 – Section 5.1

Question: Please confirm the target metrics for average handle time and adherence?

Answer: The target levels are as stated in the Quality Assurance Surveillance Plan (Table 2).

11. Page 59 – Section 5.1

Question: Would the Government please confirm the level of security clearance needed for contract personnel?

Answer: All Contractor personnel are required to pass a background investigation before they can have access to government-owned data or systems.

12. Page 59 – Section 5.1

Question: In order to accurately provide pricing for the various Printing, Mailing and Fulfillment, please provide the following:

1. Estimated quantities, versions and descriptions of the various Letters, Guides, Notices and Envelopes

2. Expected quantities of each type of printed communication: (Letters, Self Mailers, Guides (booklets), Flyers and Envelopes)

3. Versions of each (Letters, Self Mailers, Guides (booklets), Flyers and Envelopes)

Answer: The quantities used in the 2019 Open Season are as follows:

Description Used in 2019 #10 no sort (used for follow up mailings) 73,011

#9 return, (cancel/suspend and direct pay letter requests) 4,048

9 ½ x 12 ½ self-sealing, side opening, no permit 3,739

Boxes 3,776

13. Page 59 – Section 5.1

Question: What are the sizes (Flat and Finished) and page counts of the various Letters, Guides, Notices and Envelopes?

1. Letter size (example: 8.5 x 11 or 8.5 x 14)

2. Paper type and weight (example: 50 # Bond or Text Coated or uncoated) for each of the various Letters, Guides, Notices and Envelopes

3. Inks (black or # of colors for each mailer type; Envelope Inside security tint or not)

4. Envelope Size(s) (example: #10, 6.125 x 9.5, 9 x 12)

5. Envelope windows (single window or double window)

6. Guide Booklet finished size; # of pages and binding (saddle stitch, paste spine, perfect bind) note: Page 65 section 4 does specify Paper Weight of 40lb offset and approximate page count: however there is no detail as to Inks or binding method). A GPO URL is provided on page 65 for additional information; however, http://www.gpo.gov/pdfs/customers/sfas/voll l/007.pdf is a broken link

Answer: The Contractor shall be required to print as well as distribute these guides. The guides must be printed within a two-week time frame, from receipt of the Quark file provided by OPM.

OPM will provide the contractor with the following information near the end of the fiscal year to be printed and distributed upon request by the annuitants:

The number of comparison guides for each state or region will be provided by OPM.

Approximately 55 pieces of text and the appropriate plans, rates, and benefits according to the state of residence.

The Open Season guides shall be printed as a white offset book, basis size 25" x 38", 40 lbs. per 500 sheets, in accordance with the Joint Committee on Printing (JCP) Code A60 specifications see https://www.gpo.gov/docs/default-source/forms-and-standards-files-for-vendors/vol_12.pdf. OPM will examine and consider formats suggested by the contractor which accommodate chart sizes as long as the weight of the entire Initial Mailing notification remains under one ounce.

14. Page 59 – Section 5.1

Question: How many comparison guide booklets were fulfilled last year?

Answer: There were 197 brochure requests and 265 State guide requests fulfilled last year.

15. Page 59 – Section 5.1

Question: Can you provide a distribution of the number off comparison guides fulfilled per day?

Answer: OPM did not require submission of daily comparison guides requests fulfilled.

https://www.gpo.gov/docs/default-source/forms-and-standards-files-for-vendors/vol_12.pdf https://www.gpo.gov/docs/default-source/forms-and-standards-files-for-vendors/vol_12.pdf

16. Page 59 – Section 5.1

Question: How will instruction and content be provided (format) for placement of 55 pieces of texts and appropriate plan rates to create state specific health benefit guides?

Answer: OPM will provide the information by data extract or by email.

17. Page 59 – Section 5.1

Question: Will the Government provide the contractor with samples of previously printed materials/pieces?

Answer: Yes. OPM will provide samples of previously printed materials/pieces to the contractor of the resultant contract.

18. Pages 59-64 – Sections 5.1 and 5.3

Question: Which of the various letters/self mailers/notices are personalized?

Answer: Any communication or notification related to individual plan premiums, negative net potential, pending withdrawal of plan or option should be personalized.

19. Pages 59-64 – Sections 5.1 and 5.3

Question: Are personalized letters and self mailers personalized on one side or two sides?

Answer: Documents are personalized on one side.

20. Pages 59-64 – Sections 5.1 and 5.3

Question: Is personalization only black ink, or is variable personalization in color used or considered?

Answer: Most personalization is printed in black ink. Documents and letters will be provided by and discussed with OPM. OPM will ultimately approve formats to be utilized.

21. Pages 59-64 – Sections 5.1 and 5.3

Question: Please provide data maps for all personalized pieces.

Answer: OPM will provide documents and letters to the contractor of the resultant contract. OPM and the contractor will discuss the documents and letters. OPM will ultimately approve the formats to be utilized.

22. Page 60 – Section 5.1

Question: Can OPM describe the detailed use case in the process information list of channels? Specifically, how does OPM envision using IVR, Chat, Co-browsing, mobile application, and email?

Do all of these channels exist now and if not please outline the process flow and use case for the new channels listed?

Answer: The Contractor should utilize their Call Center equipment and staffing to meet the Acceptable Quality Level stated in the Quality Assurance Surveillance Plan. Channels not mentioned in the solicitation can be proposed/utilized. In recent Open Seasons the contractor worked with OPM to develop a script for the IVR and the Customer Service Representatives. Email and Chat features were also used to assist Annuitants with their Open Season research and selections. Mobile applications were not incorporated in the communication channels in 2019 but the use was not excluded by OPM.

23. Page 60 – Section 5.2

Question: Does contractor process annuitant data files using the NCOA database?

Answer: Yes. The Contractor can use NCOA to assist in delivery of Open Season materials.

24. Page 63 – Section 5.3

Question: Would OPM please confirm that the Performance Requirement Summary Table referenced in this section is Table 3, under RFP Section 8.0?

Answer: We revised the sentence and stated Quality Assurance Surveillance Plan (Table 2).

See Amendment Number A00001, Number 2.

25. Pages 63-64 – Section 5.3, 1

Question: The RFP states the contractor will be responsible for design and drafts will be due within 5 days of receipt from COR. There is also mention of the ‘camera copy’ being delivered and a possible need for additional proof cycles. Can OPM please clarify if all content comes to the Contractor preapproved (and then the Contractor adds design) or will the Contractor need to factor in additional time for content approvals as well.

Answer: Most content will come to the Contractor pre-prepared. Some is collaboratively created with the Contractor. OPM will discuss all content with the Contractor for possible improvement or recommendations. OPM will provide final approval after OPM and the contractor discuss the documentation.

26. Pages 63-72 – Sections 5.3, 5.4, 5.5

Question: For pricing purpose and evaluation of price competition will OPM provide historical volumes for the past three years for the following requirements that fall under RFP Sections 5.3, 5.4, 5.5?

Answer: Open Season Benefit Guides were distributed as follows:

2017 – 56,600 2018 – 49,753 2019 – 43,959

FEDVIP Postcards – Average of 400,000 distributed each Open Season. Total of 411,000 distributed in 2019. Continued growth expected.

Proofs – communication via mailing or email (or other media) will be distributed to each Annuitant in the Health Benefits data extract and the FEDVIP data extract.

The following table depicts historical volumes of a variety of Open Season enrollment transactions by the Open Season contractor:

2014 2015 2016 2017 2018

Address changes

Address changes through operator 23090 13103 18420 20282 14464 Address changes through IVR 0 0 0 0 0 Address changes through WEB 2597 11529 6235 6213 5675 Address changes through Daily Transaction File 2 2 4 7 1 Total number of address changes 25689 24634 24659 26502 20140

Enrollment changes Enrollment changes through operator 13384 102008 27654 21907 15365

Enrollment changes through IVR 8366 2818 1604 3247 4946 Enrollment changes through WEB 18215 252792 45443 48535 39767 Enrollment changes through Daily Transaction File 0 0 0 0 0 Total number of enrollment changes 39965 357618 74701 73689 60078

Annuitants enrolling into a Self Only Plan 24486 23561 25973 27082 Annuitants enrolling into a Self and Family Plan 17833 7445 4994 6942 5047 Annuitants enrolling into a Self Plus One Plan 325687 46146 40774 27949 Annuitants changing from self to self & family or vice-versa 8461 8541 4483 3795 3226

Total through operator 3489 2268 1798 1345 1034 Total through IVR (self and family to self only) 1570 918 230 412 454 Total through WEB 3402 5355 2455 2038 1738

Total through Daily Transaction File 0 0 0 0 0 Annuitants changing from self to self plus one or vice-versa 4418 5777 5970 5894 Total through operator 1594 2235 2003 1855

Total through IVR (self plus one to self only) 182 383 506 Total through WEB 2824 3360 3584 3533 Total through Daily Transaction File 0 0 0 0 Annuitants changing from self & family to self plus one or vice-versa 321146 33670 29148 Total through operator 92243 14243 10584 4814 Total through WEB 228903 19427 18564 9927 Total through Daily Transaction File 0 0 0 0

Confirmation letters 12777 67604 17503 14051 10101

Confirmation letters sent via Email 25467 282502 55085 57218 47781

Same plan letters 109 1544 143 101 75

Same plan letters sent via Email 216 24530 374 358 313

State Guides Total Annuitants Requesting State Guides 24577 19589 22821 21250 9072

1 State Guide only 23619 18798 22265 20763 8765 2 or more 958 791 556 487 307

Brochure Requests Total Annuitants Requesting Brochures 12667 18170 11385 11757 9444

Total through operator 7589 10113 5514 5889 4898 Total through IVR 1825 1286 585 805 1229 Total through WEB 3438 6747 5391 5208 3467 Total through Daily Transaction File 34 27 13 8 5 1 Brochure only 4706 6959 5001 3717 3388 2 to 3 Brochures 4051 6499 3309 3748 3457 4 to 7 Brochures 2194 2860 1972 2458 1687

8 to 10 Brochures 1491 1643 951 1615 750 11 or more 225 209 152 219 162

Number of annuitants requesting Blue Cross brochures with others 4243 5000 3473 4362 4036

Number of annuitants requesting Blue Cross brochures only 4845 8524 4421 3946 2237

Number of annuitants requesting survey booklets 3434 0 Total through operator 1656 0 Total through special pay 0 0 Total through IVR 1609 0 Total through WEB 222 0

Number of annuitants requesting survey booklets only 1969 0

Follow-up instruction sheets 48537 50819 41628 39575 25380 Cancel/Suspend Information letter 5937 3607 4453 4770 4114

Total through operator 3024 2919 4017 3975 3409 Total through IVR 2703 196 96 247 277 Total through WEB 210 495 340 548 428 Total through Daily Transaction File 0 0 0 0 0

Direct Pay letter 481 480 359 1657 262 Total through operator 135 348 294 1414 192 Total through IVR 327 63 26 119 43 Total through WEB 19 69 39 124 27 Total through Daily Transaction File 0 0 0 0 0

Limited enrollment letter 365 351 232 393 188 Restarts - requests for open season packets 21957 23932 22076 29999 25407 Guide for Former Spouses (70-5) 56 0 Total through operator 41 0 Total through IVR 15 0 Total through WEB 0 0 Total through Daily Transaction File 0 0 HB Registration form (2809) 577 3250 482 697 525 Total through operator 176 2110 246 341 121 Total through IVR 358 965 174 255 329 Total through WEB 43 175 62 101 75 Total through Daily Transaction File 0 0 0 0 0

Annuitants requesting brochures & changing enrollment 4286 12384 4401 4718 3558

Total through operator 2935 6684 2695 2863 2166 Total through IVR 492 674 143 220 374 Total through WEB 943 5157 1612 1699 1090 Total through Daily Transaction File 4 10 5 3 1

Annuitants requested brochures but did not change 8381 5786 6984 7039 5886 enrollment Total through operator 4654 3429 2819 3026 2732 Total through IVR 1333 612 442 585 855 Total through WEB 2495 1790 3779 3509 2377 Total through Daily Transaction File 30 17 8 5 4

Annuitants who did not request brochures but changed enrollment 33592 331081 67222 65897 53593

Annuitants changed to a plan whose brochure they requested 3838 11397 3943 4041 3119

Total through operator 2571 5994 2350 2349 1843 Total through IVR 425 610 123 193 299 Total through WEB 882 4882 1495 1536 1005 Total through Daily Transaction File 4 7 4 1 0

Total number of requests for FEDVIP information 0

Total through operator 0 Total through special pay 0 Total through IVR 0 Total through WEB 0

Suspend annuitants reenrolling 435 470 393 389 394 Total number of annuitants added via daily transactions 19287 21353 19645 27730 23361

Number of annuitants using the WEB by age range 1201

Under 40 159 279 290 257 220 40-49 734 1381 1201 1115 993 50-59 8643 28548 15093 12950 11606 60-69 27830 148176 59761 53407 47950 70-79 10914 88016 25141 27422 25194 80 and above 4599 31181 7980 8896 7775 Unknown Age 9 40 23 16 14

Email Annuitant Temporary Passwords 2116 14936 5350 5415 4322

Husband/Wife accounts - Keyed 399 755 679 654 504 Husband/Wife accounts - Processed 281 749 374 463 184 Negative Net - Keyed 106 215 158 849 49 Negative Net - Processed 50 34 0 0 0

27. Page 65 – Section 5.3

Question: Does OPM provide the Health Benefit Plan Brochures to the contractor? (Pg. 65, Section 4 states BOTH that guides are provided AND that contractor prints and distributes)

Answer: Yes.

28. Page 65 – Section 5.3

Question: Which of the other various printed components does OPM provide to the contractor (if any)?

Answer: OPM will provide format information and content information for the various printed components to the contractor.

29. Page 65 – Section 5.3

Question: What are the actions that trigger a customer to be send a health benefit brochure?

Answer: A request from an Annuitant or a request from OPM triggers sending a brochure.

30. Page 65 – Section 5.3

Question: Are the brochures printed in line with the letters?

Answer: No. Brochures are printed under other OPM guidance and provided for Open Season distribution.

31. Page 65 – Section 5.3, Page 70 – Section 5.5, and Page 71 – Section 5.5

Return Envelopes: Shall be included in response to all annuitant requests for the mailing of Open Season materials. This number varies annually based upon current conditions (i.e.

health plan carrier participation, premium increases, benefit changes etc.). The contractor shall have the capability to handle the potential volume of up to 1.1 million annuitant requests.

Requests for Cancellation/Suspend: The Contractor shall be required to process an estimated 60,000 annuitant requests for cancellation or suspension of their FEHB program coverage. This will require the Contractor to obtain supporting documentation and written confirmation from the annuitant.

Special Handling: Our past experience indicates that during Open Season, annuitants will send to the Contractor other forms, information and miscellaneous items that are not health benefits or Open Season related. In some cases, based upon OPM's instructions, the Contractor shall send a response directly to the annuitant using text provided by OPM and/or transmit these items to OPM. We estimate up to 50,000 items must be processed under these special handling procedures.

Question: Annuitant documents sent via a return envelope, supporting documentation for cancellations returned to the vendor, forms requiring special handling and any other form of inbound mail will ultimately influence staffing levels for the inbound mailroom. How many pieces of inbound mail, faxes, and uploaded documents are estimated to be received annually based on historical actuals?

Answer: For Open Season 2019, there were 30,060 Special Handling Transactions detailed as follows:

RESPONSE 2019 TOTAL

Initial Mailers with no Forwarding Address 15,209 Temporary Address Changes via Initial Mailer 9,450 No Change 781 Returned Initial Mailer with Forward Address Matching Database

Cancellation C Requests 535 Cancellation D Requests Without Documentation 531 Cancellation B Requests 490 Husband/Wife Self Only Enrollment Letters 372 State Guide Requests 265 Unprocessed 2809 Forms to OPM 225 Enrollment Changes 213 Brochure Requests 197 Needs OPM Action/Miscellaneous 197 Tricare Suspension Requests (Type D) 171 Processed 2809 Forms (Adds) 137 Address Changes via Correspondence 129 Direct Pay Requests Entered Online 84

RESPONSE 2019 TOTAL

Unprocessed Suspend D Requests Sent to OPM 80 Direct Pay Election Confirmation Letters 80 Cancellation A Requests 65 Requests for Cancel/Suspend Letter 63 Deceased Annuitant to Boyers 52 Cancellation E Requests 33 Deceased Spouse to Boyers 26 Requests for Direct Pay letter 17 OPM 2809 Form Requests 11 Returned Checks/Payments to Annuitants 6 Returned Documents to Annuitants 2

32. Page 66 – Section 5.4

The Contractor must be able to do a postal Pre-Sort. All items are to be mailed First Class Mail Carrier Route Presort, in compliance with United States Postal Services Presort First Class mail regulations. Any self-mailers will have a printed postage and fees paid Presorted First Class permit imprint for all domestic mail.

Question: Can you please let us know who covers the cost of postage? Would it be the contractor or OPM?

Answer: OPM pays for postage.

33. Page 66 – Section 5.5

Question: The solicitation states that in 2018, Open Season Initial Mailing was approximately 1.5 MM notifications; however, in section 5.3 item 3 (envelopes) it states that 250,000 envelopes were procured. What are historical quantities for the various envelopes?

Answer: We ordered more envelopes than we used.

Number 10 Envelopes:

2017 – Used 73,368 2018 – Used 64,066 2019 – Used 73,011

Number 9 Envelopes:

2017 – Used 6,540 2018 – Used 4,676 2019 – Used 4,048

9 ½ X 12 ½ Self Sealing Envelopes:

2017 – Used 7,318 2018 – Used 4,823 2019 – Used 3,739

Boxes:

2017 – Used 5,648 2018 – Used 5,229 2019 – Used 3,776

34. Pages 67-68 – Section 5.4, 2, d)

Question: For individuals identified as being impacted by discontinuance of their current FEHB plan – it is mentioned they are granted extension of time to file enrollment change.

How long of an extension is given relative to the standard Open Season dates? What is the frequency and volume of plans withdrawn a) prior to and b) during open season? What is the volume of the Withdrawn Plan Mailings as a subset of Special Initial Mailings? Are there specific conditions or requirements that must be met for a plan to be withdrawn prior to or during open season?

Answer: Open Season commences on the second Monday of November and ends on the second Monday of December. Depending OPM’s needs, the Open Season Call Center could open one to two weeks before the beginning of Open Season and remain open one to two weeks after the end of Open Season. The Online Open Season enrollment system is shut down at the end of Open Season. During the weeks after the end of Open Season, the Call Center may receive requests for Open Season changes. The Call center collects the relevant information and forwards it to OPM for processing.

There is not a specific number of Carriers, Plans, or Options that withdraw from the FEHB before the beginning of a given benefit year. That information is unknown until released by the OPM Healthcare and Insurance (HI). Any information associated with Carrier, Plan, or

Option changes will be provided as “Significant Events.” The FEHB Carriers send notifications to their enrollees regarding anticipated changes to their benefits for the upcoming benefit year. The Open Season information serves as a reminder to enrollees that they may need to determine if changes on their part are warranted. If a Carrier or Plan code will not be available in the next benefit year, a personalized letter goes out to each affected enrollee.

Any decision regarding the withdrawal of an FEHB Carrier, Plan, or Option is made by HI well before the Open Season process begins. As these types of events occur each year, OPM will provide the contractor language for any necessary letters or notifications.

35. Page 68 – Section 5.4

Question: What is the required format of email notifications? Are we sending a link to retrieve a secure notification?

Answer: OPM will send emails to the contractor at the email address provided by the contractor. Most secure data it transmitted via data extract.

36. Page 68 – Section 5.5

Question: Will OPM provide a detailed email text, outline and personalization components to the 350,000 projected email notices requested?

Should the contractor expect any inbound emails from annuitants or only outbound emails?

Answer: OPM will provide detailed email text, outline, and personalization components of email notices to the contractor of the resultant contract. OPM does not have a requirement for the contractor to provide an inbound email address.

37. Pages 68-69 – Sections 5.4 and 5.5

Question: What methodology does contractor use to identify annuitants who have chosen a plan that has been withdrawn?

Answer: OPM will provide information regarding FEHB Plan changes to the contractor as “Significant Events.”

38. Pages 68-72 – Section 5.5

Question: In addition to IVR and web based; will the contractor be required to maintain a post office box for receiving written requests for: Address Changes, Undeliverable Mail, Cancellation of Coverage, Requests to Suspend or Resume Coverage, and Other Information Related to FEHB Coverage?

Answer: OPM does not require the contractor to maintain a post office mailbox. OPM would suggest that the contractor maintain a method or mechanism to receive paper-based information from Annuitants.

39. Pages 68-72 – Section 5.5

Question: Please define the annuitant request processing workflow.

Answer: Annuitants will make requests via the Open Season website maintained by the contractor or Annuitants will make requests via telephone calls.

40. Pages 68-72 – Section 5.5

Question: How many annuitant requests were received last year? (1.1MM is the contract requirement.)

Answer: There were over 133,000 Annuitant requests received last year that were not a part of the Open Season mailings.

41. Page 69 – Section 5.4

Question: Does contractor print initial order of plan brochures? (Pg. 69 refers to reproduction for legible copy.)

Answer: No. OPM will ensure a quantity of brochures are delivered to the contractor.

Should the supply prove to be insufficient for demand, the contractor will then make duplicates of the requested brochures.

42. Page 69 – Section 5.4

Question: Dose the contractor maintain a database of annuitants address or providing changes to OPM to update their database? (Please reference pg. 69 address changes.)

Answer: No. OPM provides the contact information it has related to FEHB Annuitant enrollee each Open Season. OPM provides updates received during Open Season. The contractor will update address changes in the Annuitant Health Benefits Open Season System (AHBOSS).

43. Page 70 – Section 5.4

Question: What is required to confirm cancellation/suspend of FEHB program. And what are steps for contractor to obtain confirmation?

Answer: The contractor does not process requests to suspend or cancel FEHB coverage.

Requests to suspend or cancel FEHB coverage (using Standard Form 79 – 9) are forwarded to OPM for processing at the end of Open Season.

44. Page 70 – Section 5.5

Question: In what format are the requests to pay directly received? Call Center, web site portal, mail?

Answer: Requests to make premium payments directly to OPM could arrive to the contractor in any available format. The contractor does not process direct pay requests.

Direct pay requests should be forwarded to OPM for consideration.

45. Pages 70-71 – Section 5.5, 5

Question: In capturing family member enrollment changes, is the contractor responsible for collecting any documentation for validating eligibility of new family members that are added to a retiree’s coverage? If so, are digital images of required documentation acceptable?

Answer: The contractor will record the new family member information. The contractor will advise the Annuitant to validate the new family member information with the FEHB Carrier.

46. Page 71 – Section 5.5 and Throughout

Question: Throughout the RFP, there are references to significantly different volumes than were provided in the last RFP, e.g., special handling (page 71) went from 125k to 50k;

envelopes went from 2.5 million to 250,000; foreign mailing went from 12k to 6k; 2013 OS mailing 1.9 million notifications versus 2018 OS mailing at 1.5 million; etc. Other volumes remained exactly the same from one RFP to the next. Are these drastic variations the result of program or process changes? Are the variations indicative of trends? Should the contractor anticipate significant changes in volumes year to year?

Answer: More Annuitants are comfortable with electronic data exchanges. Accordingly, more Annuitants share their email addresses. Some information, such as the Initial Mailings and FEDVIP Postcards, are mailed. Other communications are emailed as much as possible.

As more Annuitants share their electronic contact information, the mailing numbers are anticipated to continue dropping.

47. Page 72 – Section 5.6

Question: How is the OPM volume managed? There are several different types of calls with expected volume listed. Would the sum of these totals be the expected call volume a month? A year? Or is there any other information that explains the call volume?

Answer: Open Season commences on the second Monday of November and ends on the second Monday of December. Depending on OPM’s needs, the Open Season Call Center could open one to two weeks before the beginning of Open Season and remain open one to two weeks after the end of Open Season. The Online Open Season enrollment system is shut down at the end of Open Season. During the weeks after the end of Open Season, the Call Center may receive requests for Open Season changes. The Call Center collects the relevant information for calls received during that period and forwards it to OPM for processing.

Call volumes could be affected by changes in Carrier, Plan, or Option information. Volumes could be affected by OPM messaging from the Office of Communications, the Retirement Information Office, last minute legislative changes or mandates, etc.

48. Page 73 – Section 5.7

Question: Would OPM please provide an estimated volume of expected SMS traffic into the system?

Answer: To date, the FEHB Open Season process has not incorporated SMS. It is a communication channel OPM might be interested in offering.

49. Page 73 – Section 5.7

Question: In Section 5.7, third paragraph, page 73 innovation technologies lists Voice to Text.

Would OPM please clarify the following three items:

a. Does this refer to Speech Analytics capabilities of the desired technologies?

b. Could this be Automatic Speech Recognition (ASR) in the IVR?

c. Is OPM seeking Voice to Text, or Text to Voice capabilities?

Answer: Yes, to each question. The list of innovative technologies is not all inclusive. While OPM does ask the contractor to ensure Voice to Text is one of the innovative technologies, the section should be interpreted to provide the widest range of communicative innovation.

50. Page 73 – Section 5.7

Question: Does OPM require reporting the IVR statistics with a dedicated interface or combine them with other real-time reporting data?

Answer: OPM would like to receive the IVR statistics as a stand-alone report as well as being included in other call data.

51. Page 73 – Section 5.7

Question: What type of IVR metrics (besides the # of calls) are to be presented in real time?

Answer: OPM would like to be able to receive the number of calls in the IVR queue at any given time. OPM would also be interested in capturing reasons for calls (change of enrollment, add dependent(s), annuity questions, cancellations, suspensions, Medicare, etc.).

52. Page 73 – Section 5.7

Question: The RFP states “The contractor shall be required to provide self-service enrollment transactions options via the web or telephone. The Contractor shall be required to build and manage a website that interfaces with the OPM’s website and reflects FISMA compliance and OPM’s branding and marketing strategy.” What OPM website is being referenced? Will OPM please describe the level of interface expected in this requirement?

Answer: The solicitation is referencing the AHBOSS. The system is the government-owned Annuitant Open Season Enrollment System. It has been built and will be housed on the contractor’s platform or server and maintained there throughout the duration of the contract. There is required interface with the OPM Office of the Chief Information Officer (OCIO) to ensure the system is maintained in accordance with OPM IT clauses.

53. Page 73 – Section 5.7

Question: Will the Government provide the contractor with sample forms that are returned for data entry?

Answer: Yes. OPM will provide sample forms that are returned for data entry to the contractor of the resultant contract.

54. Page 73 – Section 5.7

Question: Can OPM provide a detailed outline of requirements that the Contactor needs to implement in the self-service enrollment web site?

Will annuitants be able to login to the web site and if so, how does the contractor authenticate them?

What type of functions can annuitants perform on the self-service web site after authentication (ex: enrollment, changes, request for information, etc.)?

Will the OPM populate the user data and user enrollment attributes in the self-service web site and by what method/interface?

Answer: OPM expects the contractor to meet the connectivity and Information Technology requirements of the solicitation. Any additional system requirements would be communicated/negotiated with the contractor, if necessary.

Annuitants are required to request a password to access AHBOSS from the contractor each year. This password is only good for the current Open Season.

Annuitants can make plan changes, enrollment changes, request information and other actions associated with Open Season.

OPM will use a data extract from the OPM Retirement Annuity Rolls to populate the Open Season System. The data will be securely transmitted through the IBM Connect:Direct Software (or other acceptable form of transmission) before the Open Season Call Center goes active. The data will be updated daily.

55. Page 73– Section 5.7

Question: Please explain the nature of the interface between the contractor provided web-site and OPM web site name in the following statement “The contractor shall also be required to build and manage a website that interfaces with OPM’s website.”

Answer: The reference is to the contractor server or platform that AHBOSS (which is built) will be housed and connectivity to OPM via the Macon Hub. There is a need for links to the OPM FEHB website and comparison tool.

56. Pages 73-74 – Section 5.7

Question: Why are previously suspended annuitants who wish to re-enroll restricted from re-enrolling via self-service channels? Are there specific validations that must be handled by live customer service specialists? Is documentation required regarding discontinuance of other insurance?

Answer: The Program Office most closely associated with operation of Open Season and AHBOSS is the Retirement Eligibility and Services Department, Retirement Benefits Section.

There are a variety of reasons that retirement benefits could be suspended, and each has its own reinstatement requirements. The contractor will not have access to the systems or information required to determine eligibility for reinstatement of suspended benefits.

57. Pages 73-74 – Section 5.7

Question: In Section 5.7 - Systems Requirements, OPM indicates all systems and programming undertaken for this contract, whether designed and/or developed by the Contractor, in whole or in part, shall become property of the Government. Will OPM confirm this statement does not pertain to preexisting intellectual property? Can the offeror specify to the government only those rights it intends to convey for intellectual property under the FEHB Annuitant program?

Answer: Section 5.7 is directed to any modifications or upgrades implemented to the AHBOSS. AHBOSS is the Government-owned Open Season enrollment processing software program used to process Open Season transactions.

58. Page 75 – Section 5.7

Question: Since many Government agencies have discontinued the use of IBM Connect:Direct Software, would OPM be agreeable to send the data via SFTP?

Answer: Connect:Direct, SFTP, or similar secure protocol/method may be considered.

However, receiving system’s capabilities must be considered. The offeror must include the full description of the method that will be used in the Technical Volume of their proposal for the OPM’s evaluation.

59. Page 75 – Section 5.7

Question: Can data be sent to contractor encrypted via SFTP or using TIPCO with a VPN tunnel?

Answer: Connect:Direct, SFTP, or similar secure protocol/method may be considered.

However, receiving system’s capabilities must be considered. The offeror must include the full description on the method that will be used in the Technical Volume of their proposal for the OPM’s evaluation.

60. Page 75 – Section 5.7

Question: Does OPM support fully composed personalized PDF sent via SFTP for review and approval?

Answer: Yes.

61. Page 76 – Section 5.7, 5

Question: “OPM will provide the contractor with the following files on a daily basis (combined as a single file), beginning at the start of Open Season Enrollment Period: 1) HB New Enrollee Record (Attachment 9) and 2) HB Brochure Request (Attachment 10).” Does this statement imply that some retirement enrollment/changes do not go through the contractor and come from other channels via OPM? If so, how, what channels? What volume of retirement enrollment/changes come in this way?

Answer: The Federal Annuitant’s Open Season enrollment change process is designed to go through the Open Season contractor. Annuitants may gather Open Season information from a variety of sources, and they may send their Open Season changes directly to OPM. OPM will retain change requests sent directly to OPM.

62. Page 78 – Section 5.9

The transition period shall consist of two phases, Phase-In for service transition between the incoming and outgoing contractors, and Phase-Out for service transition between the outgoing and incoming contractors, as required. The contractor shall prepare a detailed Phase-in/ Phase-out Operations Plan, not to exceed a period of 90 days from contract award, to be submitted with the proposal.

Question: Company X is very interested in responding to this opportunity but have concerns regarding the 90-day timeframe for implementation. With our 30 years of history of providing commercial human resource solutions we believe that a 90-day transition is overly aggressive for a new implementation. Would OPM consider updating the timeline to allow for an implementation of 9 months?

Answer: OPM is contractually obligated to a 90-day transition period. During such a transition period, OPM covers both the transitional costs for the contracting parties as stated in the Performance Work Statement.

63. Page 81 – Section 6.6

Question: The VETS-100/100A Report has been updated to the VETS 4212 Report. Would OPM please confirm that submitting the VETS 4212 Report will be compliant with the RFP instructions?

Answer: OPM is aware of the change. We are confirming that submitting the Federal Contractor Veterans’ Employment Report (VETS-4212 Report) will be compliant with the solicitation instructions. See Amendment Number A00001, Numbers 3, 4, and 5.

OPM is reviewing OPM-Specific Clause 1752.222-71 Special Requirements for Employing Special Disabled Veterans, Veterans of the Vietnam Era, and Other Eligible Veterans (July 2005) on Page 26, Section (c)(5) and will revise the clause accordingly. Please see the U.S.

Department of Labor website at http://www.dol.gov/vets/vets4212.htm for instructions regarding filing the VETS-4212 Report.

http://www.dol.gov/vets/vets4212.htmu

64. Page 81 – Section 6.6

Question: Please clarify which volume to include the required VETS-100/100A Report, Technical Volume or Cost Volume?

Answer: Offerors must include the Federal Contractor Veterans’ Employment Report (VETS- 4212 Report) (previously VETS-100 Report) in the Technical Proposal Volume. See Amendment Number A00001, Numbers 3, 4, and 5.

65. Page 81 – Section 6.6

Question: Do you need proof that contractor has submitted the VETS-100/100A Report as part of the solicitation? If so, which section of Volume I?

Answer: Offerors must include the Federal Contractor Veterans’ Employment Report (VETS- 4212 Report) (previously VETS-100 Report) in the Technical Proposal Volume. See Amendment Number A00001, Numbers 3, 4, and 5.

66. Page 89 – Table 3

Question: Both Acceptable Quality Level (AQL) and Target are defined in the QASP Table 3 on page 89. Can OPM please explain the impact to the QASP of performance at the target level vs performance at the Acceptable Quality Level (AQL)?

Answer: The Acceptable Quality Level is the performance metric indicating successful performance in the identified activity. The Target level is the performance metric indicating exceptional performance in the identified activity.

67. Pages 96-97 – Section (e)(D)

Question: The proposal instructions have the Quality Assurance Surveillance Plan listed in both the Technical Volumes.