Attachment E Contractor Questions Answers.xlsx
XLSX spreadsheet 27 KB Posted
- Attached to
- U099--VA Contact Center Training Federal contract opportunity
- Solicitation number
- 36C10G24Q0139
About this file
This document is a collection of questions and answers related to a federal contract opportunity for VA Contact Center Training services. The key details are:
The Department of Veterans Affairs (VA) Office of Integrated Veteran Care (IVC) is seeking Industry Recognized Commercial Off-the-Shelf (COTS) Contact Center (Call Center) training with flexible course delivery methods. This is a new opportunity with no incumbent. The required training covers two business lines: Customer Service (CS) Contact Center and Veteran and Family Member Programs (VFMP).
The contractor must provide fully qualified instructors to conduct live virtual training classrooms. The training can be customized to incorporate real case scenarios to meet the business needs of the CS and VFMP. There are optional tasks for online self-paced training courses. The solicitation is a set-aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB), with a single award under FAR Part 13.5. Offers are due by August 5, 2024.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Award Notice 36C10G24C0009_1.docx | DOCX document | |
| Attachment B - Pricing Spreadsheet Updated.xlsx | XLSX spreadsheet | |
| 36C10G24Q0139 0001.docx | DOCX document | |
| Attachment A - Performance Work Statement Revised.docx | DOCX document | |
| Attachment C - Past Performance Questionnaire.docx | DOCX document | |
| Attachment B - Pricing Spreadsheet.xlsx | XLSX spreadsheet | |
| Attachment D - Questions.xlsx | XLSX spreadsheet | |
| 36C10G24Q0139_RFQ Final.pdf | ||
| 36C10G24Q0139_2.docx | DOCX document |
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Text version
Sheet 1
| Page # | Questions/Comments | Answers |
| 1 | PWS, 1. Introduction |
| Is there an incumbent or is this RFQ a new opportunity? | No incumbent, new opportunity | |
| 1 | PWS, 1. Introduction |
"The Veterans Health Administration (VHA) Office of Integrated Veteran Care (IVC) is seeking Industry Recognized Commercial Off-the-Shelf (COTS) Contact Center (Call Center) training with flexible course delivery methods (e.g., live virtual classroom training, online training-self paced on-demand) for two business lines: The Customer Service (CS) Contact Center and Veteran and Family Member Programs (VFMP)."
Is the VA referring to a certain certification or criteria for "Industry Recognized Commercial Off-the-Shelf (COTS) Contact Center (Call Center) training"? If yes, please clarify if there are preferred COTS training platforms and what COTS training platforms have been used in the past. No there is not a prefered platform.
In basic terms, COTS refers to contact center training courses that are commercially available and ready to be used by individuals or organizations without significant modification. Essentially, there is no development and/or integration work, training courses are of the off-the-shelf and ready to go.
2 PWS, 2. Scope
"The Contractor shall provide fully qualified instructors to conduct the following live virtual training classrooms as described in this PWS for the 12-month base period and two, 12-month option periods…"
| Can the VA please clarify what is meant by "fully qualified"? | Requirements for Instructors can be found on page 5 of 19 in the PWS | |
| 3 | PWS, 2. Scope, Table 2 |
| Table 2 identifies the number of licenses not to exceed a certain number based on the Training Type if Optional Task 3.5 is exercised. Because Optional Task 3.5 is not in the Performance Work Statement, can the VA please clarify what all this optional task entails? | Table 2 and the PWS has been updated and the reference to 3.5 has been removed | |
| 5 | PWS, 3. Task Management, 3.1 Project Management |
"Instructors must be authorized to train and consult on contact center industry best practice standards. "
| Is authorization referring to a certification in this statement? Can the VA please clarify what authorizations they are looking for from instructors? | An authorized trainer is a trainer who has undergone specific training and is authorized by a competent authority to provide training in a certain field or domain. Instructor/trainer must demonstrate proficiency and understanding of contact center industry best practices and have credentials or experience in training others. | |
| 5 | PWS, 3. Task Management, 3.2 Live Virtual Training Classroom |
| Can the VA clarify if "virtual training classroom is referring to a single training event, a virtual course, or to the live training classroom environment itself? | Refers to a single live virtual traing event | |
| 5 | PWS, 3. Task Management, 3.2 Live Virtual Training Classroom |
"The Contractor shall allow for two different virtual classroom sizes: small (2-10 min/max) and large (11-20 min/max) per scheduled training classroom. "
What is the VA's reasoning and purpose for the difference in class sizes? Is there a difference in participant needs between the two groups? Can a max of 25 be considered for the larger group, in the event that the referenced total of 50 for Workforce Management is applied (it can then be done in 2 sessions)? VA cannot predict actual number of students per class.
Attachment B has been updated for pricing of both a small and large class. There is not a difference between a small and large class except for the amount of students attending.
The 50 Workforce Management training is an online, self paced course; not in person training.
5 PWS, 3. Task Management, 3.2 Live Virtual Training Classroom
"The Contractor shall allow for minimal customization of training content materials for the live virtual training classroom at no cost to the VA."
| What kind of customizations are being referred to for the COTS training/software? | This pertains to live virtual training materials. Contractor will collaborate with the VA to incorporate real case scenarios in the training session to meet the business needs of CS and VFMP. The VA shall be responsible for providing the real case scenario information. Real case scenario information will not include Personal Identifiable Information (PII) or Personal Health Information (PHI) nor any Veteran information. The Contractor shall provide copies of all final training content materials to the VA. | |
| 5 | PWS, 3. Task Management, 3.2 Live Virtual Training Classroom |
| Can the VA clarify how long each class needs to be? | Please reference page 6 of 19 of the PWS. Defining the length of each class will be a collaborative effort and agreed upon between the Government and vendor. | |
| 7 | PWS, 3. Task Management, 3.3 Online Self-Paced Training on Demand eLearning Delivery (Optional Task) |
"On demand self-paced training courses shall feature traditional and interactive content and be available 24/7 to users during the period of performance."
| Can the VA clarify their expectations of traditional and interactive content? | Online self-paced training courses shall include interactive content which is any content that requires users to stay engaged during course training and helps to improve their training experience. | |
| 7 | PWS, 3. Task Management, 3.3 Online Self-Paced Training on Demand eLearning Delivery (Optional Task) |
"If an IVC employee’s registration must be cancelled due to unusual circumstances such as but not limited to no longer being employed by IVC, the Contractor will give the VA a credit for that that cancelled registration."
| Can the VA confirm that 'give the VA credit' means that the "seat" of the former employee can be used by another employee? | This is for self-paced on demand training courses only. If a user registers for a self-paced course but never actually starts the course, there will be no charge to the Government and will not count towards the # of licenses used for that specific course. | |
| 17 | 36C10G24Q0139 RFQ Final, B.4 - IT CONTRACT SECURITY, 9a |
"All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete the following before being granted access to VA information and its systems (see #s 2 – 4). "
| Is this training to be completed on site or virtually? And what is the length of each required training? | As contractors under this procurement do not require access to VA facilities or require access to VA information systems. This is N/A. | |
| 38 | 36C10G24Q0139 RFQ Final, E.2 ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO OFFERORS— COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES, (d) Table of Volumes |
The table detailing the volume information says under Page Limitations for Volume II, Past Performance "One (1) page summary of all submissions. Max of (3) Past Performance Ratings (CPARs and/or PPQs)".
| Can the VA clarify if all past performance has to be on 1 page total, or if the chart is saying 1 page is allotted for each past performance summary? | The contractor shall provide a one page summary of all past performance records submitted with the quote; not a one page summary for each record. | |
| 40 | 36C10G24Q0139 RFQ Final, E.2 ADDENDUM to FAR 52.212-1 INSTRUCTIONS TO OFFERORS— COMMERCIAL PRODUCTS AND COMMERCIAL SERVICES, Volume II: Past Performance |
Recency is defined as "Past Performance within the last three years," but it is also requested that "any submitted CPARS reports and/or Past Performance Questionnaires shall represent recent (within the past 5 years) and relevant (similar size, scope, and complexity) efforts."
Can the VA clarify if vendors are to provide past performance for the past 3 years or the past 5 years?
Can the VA also clarify if individual experience can be provided as a trade off for past performance (ex: Master Certification or other relevant certs, and extensive evidenced past training facilitation vs. past performance within the last 3 yrs)? Further, does/can the training audience be weighed for relevancy? Can individual qualifications and certifications be considered in lieu of recent past performance?
All past performance information may be considered however past performance completed within the past three years is considered to be "recent".
Individual experience and training audiences would be evaluated under the Technical evaluation factor, not under Past Performance.
46 36C10G24Q0139 RFQ Final, E.6 52.216-1 TYPE OF CONTRACT (APR 1984)
"The Government contemplates award of a Firm-Fixed-Price contract resulting from this solicitation."
| What would be the potential reason(s) that the government opts to not commit to using a firm fixed price award? | VA anticipates a firm fixed price contract; however, contract type could change if in the best interest of VA. | ||
| 1 - PWS | How are you defining seeking "Industry Recognized Commercial Off-the-Shelf (COTS) Contact Center (Call Center) training". Does the training need to be offered as a product or can it be offered as a service? | ||
| In basic terms, refers to contact center training courses that are commercially available and ready to be used by individuals or organizations without significant modification. Essentially, there is no development and/or integration work, training courses are of the off-the-shelf and ready to go. | |||
| 2 - PWS | Please elaborate on the course titled "Power of One". Is this a specific course offered by a specific vendor? If yes, which vendor provides this course? If not, can you describe the course objectives so we can identify the appropriate COTS course? | Power of One is a theory/technique covering employee engagement. For informational purposes- https://www.callcentrehelper.com/the-power-of-one-22212.htm | |
| 4 - PWS | The contractor will collaborate with the Government to incorporate real case scenarios into their training to meet the business need, - Is this expected to be incorporated into the Instructor-Led classes, the self-paces online courses, or both? | Instructor led classes only | |
| PWS Page 2 | How long is each Planned Virtual Live Training Classroom (i.e. 30 mins, one hour, two hours, half day, full day)? | Please reference page 6 of 19 of the PWS. Defining the length of each class will be a collaborative effort based on what you offer in the commercial market place. | |
| PWS Page 5 | Would the Government provide an example of the extent of the "minimal customization of training materials" expected for this task? | This pertains to live virtual training materials. Contractor will collaborate with the VA to incorporate real case scenarios in the training session to meet the business needs of CS and VFMP. The VA shall be responsible for providing the real case scenario information. Real case scenario information will not include Personal Identifiable Information (PII) or Personal Health Information (PHI) nor any Veteran information. The Contractor shall provide copies of all final training content materials to the VA. | |
| PWS Page 6 | PWS 3.2 states, "For each training classroom, the Contractor shall demonstrate flexibility in course times and duration to accommodate multiple time zones and VA staff availability." Would the Government describe the anticipated range of time of day for these classes? For example, 8 AM - 8 PM ET. | Please reference page 6 of 19 of the PWS. Defining the length of each class will be a collaborative effort between the Government and vendor. | |
| PWS Page 7 | What is the desired duration (or alternatively maximum or minimum duration) for each self-paced training on demand described in PWS 3.3 and Table 1? | For self-paced training duration this is dependent on what you have commercially available | |
| Combined Synopsis/Solicitiation Notice page 2 | States: "All email correspondence for this RFI must reference VA Contact Center Training and Company Name in the subject line of the email as follows:", Should RFI be RFQ? | Yes, this should be RFQ. | |
| PWS Page 4 | The PWS states, "All COTS training materials will be readily available at time of contract award." Will there be any training materials provided by the Government for updating and customization by the Offeror? If so, what materials? | No training materials will be provide by the Government except for the following" Contractor will collaborate with the VA to incorporate real case scenarios in the training session to meet the business needs of CS and VFMP. The VA shall be responsible for providing the real case scenario information. Real case scenario information will not include Personal Identifiable Information (PII) or Personal Health Information (PHI) nor any Veteran information. The Contractor shall provide copies of all final training content materials to the VA." | |
| PWS Page 7 | The PWS states that, "Contractor shall have the courses available for six (6) months following the date of each user registration regardless of the period of performance." Does the Government expect user registration shall end 6 months prior to each period of performance, or does the Government expect the contractor to provide access to and support for materials 6 months beyond the end of each period of performance, including the end of contract? | Regardless of the period of performance a user will have six-months to complete the self-paced course once registered for the specific course. | |
| PWS Page 7 | The PWS states, "Users shall be able to access training via any private or public computer, tablet, or mobile device to which they may have access." Will the Government provide minimum system and device standards acceptable under this task as the term "any" device is broad and ambiguous? | Information is unknown as we do not know what particular devices all users will be using. | |
| PWS Page 7 | Is the Government providing a training delivery platform (e.g., learning management system) for self-paced learning, or is the contractor to provide the platform? | Contractor to provide platform. Please reference page 6 of 19 in the PWS. | |
| PWS Page 3 | On page 3 of the PWS it states, "The contractor shall provide course framework with the following knowledge, skills and abilities at a minimum, to address the various commerical elements of customer service contact centers." and on page 4 it states, "The contractor retains ownership rights to their commerical training content, excluding training scenarios provided by the Government." Does this mean that the Contractor is responsible for developing the content for the training classes? | Yes Government is seeking commercially available contact center training | |
| General | Can the government provide the incumbent contractor name and the contract number? | No incumbent | |
| General | Can the government provide the estimated FTE count for this opportunity? | Unknown as the Government does not know if one instructor within a specific company/vendor qualifies and can teach multiple courses | |
| What application(s) is the agency currently using? | There is no current application. Please reference page 6 of 19 in the PWS. | ||
| Is the contractor expected to operate in the current application, or can we utilize our SAP solution? | There is no current application. Please reference page 6 of 19 in the PWS. | ||
| If this is an existing application with user data – are we to be migrating existing data to a new solution (if a new solution is allowable)? | No | ||
| PWS Page 7 | On page 7 it states, "Contractor shall have the courses available for 6 months following the date of each user registration regardless of the period of performance." Does this mean that the contractor is required to asborb the cost of the courses, even if the contract has been completed? | This is for self-paced on demand training courses only. Once a user is registered for a course they shall have six-months to complete the course. Market research indicated some companies who provide COTS self-paced courses allow up to 12- months or longer for the user to complete the course. | |
| For Clin 0002, 1002, 2002 what are the duration of virtual live classrooms? |
| Will the contractor be expected to facilitate these classrooms, or will the delivery of the training be on the contractor? | Please reference page 6 of 19 of the PWS. Defining the length of each class will be a collaborative effort and agreed upon between the Government and vendor. Contractor is responsible to provide instructors and faciltate all live training sessions. | |
| For clin 0003, 1003, 2003 Is contractor expected to do course design with this contract or is Contractor only expected to upload already designed courses? |
If the latter, what are the elements of the courses to be loaded (check on learning, end of course evaluation, testing)?
What is the timeframe allotted for system design before the first class needs to be scheduled?
| Do we need to prepare a timeline as part of our proposal? | Government is seeking COTS courses that are commercially available and ready to be used without significant modification. There is no development and/or integration work, training courses are of the off-the-shelf and ready to go. | ||
| Can you provide any details to the security and privacy requirements for handling VA information and information systems? | Contractor will not handling VA information, nor require access to VA information systems | ||
| What will be the reporting requirements for this contract related to the LMS? | Reporting requirements can be found under tasks |
3.1 Project Management, 3.2 Live Virtual Training
Classroom Delivery and 3.3 Online Self-Paced Training on Demand eLearning Delivery (Optional Task) of the PWS
| Can you elaborate on the criteria that will be used to evaluate bids received? Is there a weighting system? | Please refer to FAR Provisions FAR 52.212-1 and FAR 52.212-2. |
| Can you provide more detail on the circumstances under which the optional tasks might be exercised? | If funding is available and if there is a business need |
| What is the flexibility for training session schedules and delivery to accommodate time zones of participants? | Please reference page 6 of 19 of the PWS. Defining the length of each class will be a collaborative effort and agreed upon between the Government and vendor. Contractor is responsible to provide instructors and faciltate all live training sessions. |
| What are the expectations for project management reporting and communication throughout the contract? |
| Are there specific project management tools or methodologies that need to be used? | Reporting and communication reqquirements can be found within the PWS under sections 3.1 Project Management, 3.2 Live Virtual Training Classroom Delivery and 3.3 Online Self-Paced Training on Demand eLearning Delivery (Optional Task) There are no specific management tools or methodologies that need to be used. | |
| Are there any specific features or functionalities that the VA is looking for in the virtual training platform? |
| Are there preferred or mandatory platforms that should be used for virtual live training classrooms? | No Please reference page 6 of 19 in the PWS. | ||
| Can you provide the existing training manual? | There are no training manuals | ||
| Is the training related to new or existing content? | New COTS content | ||
| Is there a key point of contact for knowledge transfer? | N/A as there is no knowledge transfer | ||
| How much time has been allotted for knowledge transfer? | N/A as there is no knowledge transfer | ||
| Will you please share existing end to end process flow documentation? | N/A as there is no knowledge transfer | ||
| What specific challenges or pain points are currently being faced that this training aims to address? | This is a new opportunity to provide Industry Recognized Commercial Off-the-Shelf (COTS) Contact Center (Call Center) training to staff | ||
| Are there any mandatory compliance or regulatory requirements that the training must cover? | No | ||
| Will there be provisions for additional costs such as travel, materials, or technology licenses? | No | ||
| How customizable does the training need to be to cater to different roles or departments? | For live virtual training only - Contractor will collaborate with the VA to incorporate real case scenarios in the training session to meet the business needs of CS and VFMP. The VA shall be responsible for providing the real case scenario information. Real case scenario information will not include Personal Identifiable Information (PII) or Personal Health Information (PHI) nor any Veteran information. The Contractor shall provide copies of all final training content materials to the VA. | ||
| Can you provide background information on the VA Contact and Call Center's current training initiatives and their outcomes? | This is a new opportunity for a contact center for COTS training. There is no background information. | ||
| Are there any other documents or resources that would be beneficial for us to review before finalizing our proposal? | No |
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