ATTACHMENT F - Solicitation Questions and Answers_Government Respones 2.xlsx
XLSX spreadsheet 24 KB Posted
- Solicitation number
- 36C10X24R0048
About this file
This document contains the solicitation questions and answers for a federal contract opportunity issued by the Department of Veterans Affairs Strategic Acquisition Center in Frederick. The contract is for VEO Contact Center Support Services, with a NAICS code of 561422. The solicitation is being conducted as a Request for Proposal under FAR Part 15. Key details include:
The contract will have a single award, with a proposal due date of 6/24/2024 and questions due by 6/03/2024. The contract will have both firm-fixed price and labor hour pricing CLINs. The Period of Performance is 9 months for the base period, with 4 option years. The contractor is required to provide 24/7, 365-day contact center support, with staff located within 50 miles of a VA Medical Center. The Government will provide Government Furnished Equipment. The contract has small business subcontracting goals, and evaluation credit for SDVOSB/VOSB firms. The document also addresses contractor staffing, training, and deliverable requirements.
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Other files
| File | Type | Posted |
|---|---|---|
| S06 36C10X24R0048 0002.pdf | ||
| 36C10X24R0048_1.pdf | ||
| ATTACHMENT E - PRICE SCHEDULE v2.xlsx | XLSX spreadsheet | |
| ATTACHMENT F - Solicitation Questions and Answers_Government Responses.xlsx | XLSX spreadsheet | |
| ATTACHMENT A - Phase 1 EXPERIENCE MATRIX.docx | DOCX document | |
| S06 36C10X24R0048 0001.pdf | ||
| ATTACHMENT F - Solicitation Questions and Answers.xlsx | XLSX spreadsheet | |
| ATTACHMENT D - PAST PERFORMANCE QUESTIONNAIRE.pdf | ||
| ATTACHMENT B - CONTRACTOR RULES OF BEHAVIOR.docx | DOCX document | |
| ATTACHMENT C - PAST PERFORMANCE REFERENCES.pdf | ||
| 36C10X24R0048_1.docx | DOCX document | |
| ATTACHMENT A - Phase 1 TECHNICAL MATRIX.docx | DOCX document | |
| ATTACHMENT E - PRICE SCHEDULE.xlsx | XLSX spreadsheet |
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Sheet1
| No. | Question | Solicitation Reference | Answer |
| 1 | Please provide the CLINS that will be firm fixed price and those that will be labor hours. | B.1.5 - Contract Administration Data | CLINs were labeled Firm-Fixed Price as (FFP) and Labor Hour as (LH) via Amendment 0001. |
| 2 | Please confirm that the contractor will be paid for the hours worked at the contract rates for the surge support. | B.2.2 -Scope of Work | Contractors will be paid for hours worked up to the alotted hours for each CLIN at the proposed hourly contract rates determined fair and reasonable. |
| 3 | What is the go live date for taking calls during the period of performance? | B.2.4 - Period of Performance | That will be determined after award |
| 4 | Is the base period of 9 months considered the implementation period for the contractor to recruit, hire, train, and prepare its operation prior to going live with taking calls? | B.2.4 - Period of Performance | No, the expectation is that the calls will be going live in the base year |
| 5 | Is the contractor required to have 15 offices in each of the 15 locations listed in the place of performance? | B.2.5 - Place of Performance | This requirement is remote and does not require call center locations. Staff must be within 50-miles of a VAMC to receive technical support for GFE. |
| 6 | How many offices is the contractor required to maintain and where are those offices to be located? | B.2.5 - Place of Performance | No offices are required. Remote work is encouraged. |
| 7 | What is the purpose of the anticipated travel the contractor is expected to do? | B.2.6 - Travel | Travel is required to satisfy the training requirements. |
| 8 | What are the hours of operation for the call center? | B.2.7 -Task Statement | 24/7 365 days a year including holidays. |
| 9 | How will the contractor be paid for the requirements once the contract is completed at the end of the last option year? | 12.4.3 - VA Information Custodial Language | You may invoice 30 days in arrears and in accordance with the unit's in the CLINs as they are completed. Example, CLIN 0001 can be invoiced monthly in arrears. You do not wait until the completion of the contract to receive payment. |
| 10 | Please confirm that the contactor is to offer and will be paid a firm fixed price for the 154 positions listed for CLINS 0001, 1001, 2001, 3001, and 4001 Contact Center Support (1 Program Manager, 1 Deputy Program Manager, 10 Supervisors, 2 PMAAs, 10 Senior Agents, 130 Agents) | B.3 - Price/Cost/Schedule | Confirmed and updated via Amendment 0001. |
| 11 | Please confirm the contractor will invoice the Government on an hourly basis for any time in excess of the firm fixed price CLINS for Contract Center Support. | B.3 - Price/Cost/Schedule | The contractor will invoice the Government against labor hour CLINs for any time in excess of the FFP CLINs up to but not exceeding the total labor hours provided. |
| 12 | Will the Government provide the small business subcontracting plan goals the offeror is to submit with is proposal? | C.12 - VA Small Business Sub Contracting Plan Minimum Requirements | Provided via Amendment 0001 Q&A. |
| 13 | The RFP states "The VA will assign evaluation credit for an Offeror (prime Contractor) that is a SDVOSB or VOSB. Non-Veteran owned firms that subcontract 7% or more of the contract value to a SDVOSB or 10% or more of the contract value to VOSB will also receive evaluation credit. The factor will be evaluated by the SSA/CO." Will the Government confirm that a non-veteran owned firm that subcontracts at these stated %'s receive the same evaluation credit as an offeror who is a SDVOSB or VOSB? | VOLUME IV – Factor 3: Socio Economic Considerations | The credit is not the same. Prime offerors that are SDVOSB will receive full credit, prime offerors that are VOSB will receive partial credit, and non-veteran offereors will receive some consideration. |
| 14 | Are the 1.4 million calls for 2023 all Tier I calls? | B.2 Scope of Work | The vast majority of calls are Tier I calls as this is a Tier I contact center. If Tier II calls are received, they will be handled by the Senior Agents/Supervisors. |
| 15 | Is there a timeframe for notifications of when surge support will be required? Ex. 3 business day notification to the contractor. Please provide historical experience on the period of time, number of agents and call volumes associated with prior requests for surge support. | B2. Scope of Work | That will be provided to the awardee |
| 16 | Please explain the technical support required by contractor for the agency web site. | B2. Scope of Work | No tech support will be required from the contractor for the agency website. |
| 17 | Please confirm if the 24X7 is specific to call center hours. If so, is the 24X7 (Monday -Friday) or 24X7 ( Sunday -Saturday ). | B2. Scope of Work | The contact center is 24/7 365 days a year including holidays. |
| 18 | Is the place of performance required to be in or within 50 miles of one of the noted cities and states? Would a contractor facility that is not in or within 50 miles of the noted facilities be considered acceptable? | B2. Place of Performance | Within 50-miles of any VAMC that provides tech support. |
| 19 | What is the anticipated contract award date? | B.2 Period of Performance | Sep-24 |
| 20 | What is the timeframe between contract award date and the base period start date? | B.2 Period of Performance | This is difficult to forecast. You can anticipate the POP started immediately upon award. |
| 21 | Is the expectation for the contractor to be fully staffed at the start of the base period? | B.2 Period of Performance | No |
| 22 | Can fingerprinting and PIV be completed under one appointment at a local VA facility? | 7.1 Project Management | No, PIV offices have those as separate events |
| 23 | Can fingerprinting and PIV be obtained at a VA facility in a city/state outside of those noted in the RFP? | 7.1 Project Management | Yes. |
| 24 | Is the following training required to be completed prior to the background check being completed or after? - Rules of Behavior, Privacy and Cyber. Is there a pass/fail criteria for the training? | 7.1 Project Management | All can be completed after applicant receives a SAC (think like provisional clearance) date which allows them to proceed to the next portion of onboarding |
| 25 | Are contractors expected to use a specific format for the operational deliverable reports? Can examples of the reports be provided? | 7.2 Operational Deliverables | Yes, it will be provided to the awardee |
| 26 | Please provide a list of the Federal Holidays observed. | B2. Scope of Work | No Holidays are observed under this requirement. |
| 27 | Are work from home agents required to be within the 50 mile radius of one of the VA facilities noted in the RFP under Place of Performance? | B2. Place of Performance | They are required to be within 50-miles of any VAMC that provides tech support. |
| 29 | Are the required biographies for key personnel required to be submitted with the RFP response or upon contract award? | 8. Key Personnel | Resumes (not biographies) are required to be submitted with the proposal. |
| 30 | Is the Deputy Program Manager noted on page 20 of the RFP considered key personnel? | 8. Key Personnel | Yes. |
| 31 | Would the BA/BS supervisor requirement supersede the requirement for the 2 years of contact center supervisor experience, when the candidate has 4 or more years of call center experience? | 8. Key Personnel Contact Center Supervisor | All Key Personnel must meet both the minimum education and minimum experience. |
| 32 | Would the 4 years of the call center experience supersede the requirement for 2 years of contact center supervisor experience? | 8. Key Personnel Contact Center Supervisor | All Key Personnel must meet both the minimum education and minimum experience. |
| 33 | Can the contractor utilize a local VA facility to obtain GFE or are contractors required to utilize a VA facility in one of the cities/states noted in the RFP? | 10. Government Furnished Equipment/Materials/Facilities/Information | Any local VA facility within a 50 mile radius |
| 34 | Are the VA property loan forms and all associated documented issued to the contractors after background checks have been completed? | 10. Government Furnished Equipment/Materials/Facilities/Information | The GFE forms will be issued by the VA IT that loans the equipment |
| 35 | How will the contractor receive the Service Recovery inquiries? Is the contractor responsible for documenting the Service Recovery responses in the CRM tool? What is the anticipated or historical volume for Service Recovery? | Page 25 - Acceptable Performance Levels - Table A - #4 - Service Recovery | Service Recovery and all the details will be shared with the awardee |
| 36 | Will the government consider expanding the radius of proximity to the cities listed in B.2 Performance Work Statement, Place of Performance from 50-miles to 100-miles to increase competition? | B.2 Performance Work Statement - 5. Place of Performance | No. The 50 mile radius is due to travel requirements. 50 miles will be considered local travel and the cost of doing business. |
| 37 | Please provide the definition for each CLIN as it relates to the performance work statement. | B.1.5 - Contract Administration Data | Not sure what is being asked here. Each CLIN relates to the tasks defined in the PWS. |
| 38 | Will the government remove the requirement to submit a narrative for being compliant with the wage determination given the service contract labor standards do not apply to this contract? | C.18 FAR 52.212-5, #6 pg.80 | Removed via Amendment 0001. |
| 39 | Typically college degree requirements are not required for Supervisors in the Call Center Market. Will the Government consider removing the BA/BS requirement for Supervisors, or changing the BA/BS requirement for Supervisors back to BA/BS preferred? | Section 8, page 18 | No, the minimum requirements will remain the same. |
| 40 | Evaluation of Volume II - Section II - Key Peronnel - first sentence states: "The offeror shall submit resumes for initial staffing of key personnel meeting the requirements in Section 8 of the PWS". Please respond with a list of specific CLINs that are included in the "initial staffing"? | E1. A. Volume II - Section II - Key Peronnel, page 85 | CLIN 0001 identifies the initial staffing requirements. |
| 41 | Contractor Rules of Behavior is currently signed by every employee at the time of onboarding. Will this occurr during transition or does the Governement want a signed Contractor Rules of Behavior agreement submitted with the proposal response for every employee? | Section E.1 8, page 84 | The Contractor shall submit a signed Rules of Behavior agreement with their proposal submission. Staff may complete this agreement post award. |
| 42 | It appears from the Q&A and the revised RFP that the Government has decided to remove the SCA requirement FAR 52.222-55 which exists in the current contract. Does the Government have a current Department of Labor (DOL) determination that this contract is now exempt from SCA? Please provide a copy of this DOL determination? | QA Question #174. 202, 222, 241, 242, 300, 344, 345, 346, 347, and 387 and original RFP page 83, 95 | There is no DOL determination on this requirement. The exemption comes from FAR 22.1003-3(d) The Service Contract Labor Standards statute does not apply to "Any contract for furnishing services by radio, telephone, or cable companies subject to the Communications Act of 1934" |
| 43 | There appears to be an inconsistency between answers to questions and the updated RFP regarding past performance evaluation of subcontractors. The use of past performance from prdecessor companies and the use of past performance from major subcontractor remains in the RFP. How does the Government plan to resolve this inconsistency? | Page 85. Phase II, c. Volume III | Solicitation language has been updated. |
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