Question and Answers SOL 36C24126Q0520 AMD 0001.docx

QUESTIONS AND ANSWERS

SOLICITATION 36C24126Q0520 AMENDMENT 0001

1. Attached are the docs that were included in the RFP. I am having difficulty determining the scope of work. Is that available yet? The Performance Work Statement explains the scope; no other documents are going to come out.

2. We would like to know if this is a brand-new contract OR if there is (was) an incumbent performing these services. If not brand new, could you please provide the current / previous contract number? The incumbent is American Directions Readiness Group (ADRG). No brand name.

3. For this 100% SDVOSB set‑aside, do all concerns on the team (i.e., prime and all subcontractors) need to be certified SDVOSBs and meet the eligibility requirements at the time of offer submission? The Prime needs to be SDVOSB. The subcontractor according to FAR 52.219-8 needs to be a SB, HUBZONE SB, SDB, WOSB, VOSB or SDVOSB.

4. Can you explain how these services would be different than the services required by the attached PWS? The PWS solicitation you sent to the Government was for suicide prevention services. This requirement’s PWS outlines collection of data for veteran outcomes from mental health services.

5. Page 3 of RFQ. The RFQ states, “The Contractor will conduct enough interviews to provide data from 16,000 pairs of interviews. For the PAWS sample, contractor will conduct interviews with the sample of Veterans who are referred to a PAWS group (estimated to be approximately 150-200 Veterans) over the course of the performance year. The Contractor shall provide all data from those interviews in a digital format to the VHA monthly.” The question, what limitations, or implications for other engagements, apply to the Contractor’s use of data collected under this PWS? The Contractor’s use of data collected under this PWS (Performance Work Statement) is subject to VA data security and privacy requirements, particularly because the data may contain Protected Health Information (PHI), Personally Identifiable Information (PII), and VA sensitive information. Key limitations and implications for other engagements include Data Ownership, No sharing No commercialization, Privacy and security. The Contractor must adhere to VA standards for safeguarding sensitive data, including compliance with HIPAA and Federal Information Security Management Act (FISMA) requirements. Using the data for purposes other than those specified in the RFQ/PWS could violate privacy laws and VA policies.

6. Page 8 of RFQ. The RFQ states, “PRS#1: The Contractor shall contact and interview Veterans at baseline, that is within two weeks of receipt of data set of eligible Veterans as per section 5, paragraph 1.” The question is, will the VHA provide multiple data sets during the course of the performance year? Based on the wording in the RFQ (“within two weeks of receipt of data set of eligible Veterans as per section 5, paragraph 1”), it is reasonable to expect that the VHA may provide multiple data sets during the performance year. Typically, in studies or projects involving rolling enrollment or periodic batches of eligible participants, the VA will generate and deliver new data sets as additional Veterans become eligible for interviews. Therefore, the Contractor should be prepared to receive and act upon multiple data sets at various points throughout the performance year, conducting baseline interviews within two weeks of each data set’s receipt. The specific frequency and timing of these data sets will likely be further detailed or clarified by the Contracting Officer Representative (COR) or the VA project manager as the project commences.

7. Page 3 of RFQ. What is the calendar distribution of PAWS training class first days during the first 6 months of the contract base year? How many people attend the first day of class on average? What time of day do these first classes occur? For the first days of PAWS training classes during the first 6 months of the contract base year. The documents only indicate that approximately 150–200 Veterans will participate in the PAWS pilot over the contract year. An estimation 150–200 Veterans are expected to participate in the PAWS pilot program during the contract year, Monday through Saturday 10:00 AM through 8:00pm across all U.S. time zones no calls are required on federal holidays.

8. Page 6 of RFQ. What number of call attempts are currently required to achieve the response rates reported in PWS on p.9? What times of day on weekdays and weekends are calls currently made? The Contractor will need to conduct a significantly larger number than 16,000 of baseline interviews to complete the contract mandated 16,000 of baseline interviews to complete the contract mandated 16,000 follow-up paired interviews. For the PAWS program the Contractor will conduct an estimated 200 baseline and 150 follow-up interviews. The Contractor can adjust their protocol according to experienced recruitment and follow-up rates, if the final interview counts are reached. Monday through Saturday 10:00 AM through 8:00pm across all U.S. time zones no calls are required on federal holidays

9. Page 9 of RFQ. The call volume and response rate information provided on Pg 9 is for VA. What are the responses rates for initial and follow-up interviews with PAWS program participants? The response rates detailed on page 9 (10–15% for baseline interviews and approximately 80% for follow-up interviews) refer specifically to the general VOA workload, not the PAWS program. For the PAWS pilot, the PWS states the contractor should plan to complete approximately 200 baseline and 150 follow-up interviews per year but does not disclose observed or estimated response rates for this subgroup. If you require more precise response rate data for PAWS participants, please submit a formal request, and the Government will provide any available historical or estimated metrics.

10. Can the government please confirm there is no ATO requirement for this effort? Yes

11. What percentage of records has historically proven to contain invalid contact information? What is done with these records? Historically, the percentage of records containing invalid contact information varies and may fluctuate over time; however, VA data sources strive to ensure contact information is as accurate and up-to-date as possible when provided. While precise percentages are not specified in the PWS, invalid or unreachable records are typically documented by the Contractor and reported to the COR. These records are excluded from further outreach attempts unless refreshed contact information becomes available from VA systems. We encourage the Contractor to maintain detailed disposition codes for all contact attempts and to notify the COR of significant trends in contact data quality.

12. Page 3 of RFQ. If the Contractor completes all required outreach efforts but insufficient Veterans agree to participate, how will performance be evaluated against the 16,000 interview-pair requirement? While the 16,000 interview-pair requirement is a firm annual goal, the Government recognizes that factors such as Veteran willingness to participate are not fully within the Contractor’s control. If the Contractor completes all required and reasonable outreach efforts in accordance with the approved protocol but is unable to reach the interview-pair target due to insufficient Veteran participation, performance will be evaluated based on documentation of those outreach efforts, compliance with agreed-upon procedures, and timely communication with the COR. The Government will review supporting records and may take such factors into consideration when assessing contract performance and determining if flexibility is warranted.

13. Page 3 of RFQ. Approximately how many Veteran records are expected to be provided weekly to achieve the required interview volumes? Based on the workload estimates provided in the PWS, approximately 3,000 Veteran records are expected to be provided to the Contractor each week to support the required outreach and achieve the annual target of 16,000 completed interview pairs. This estimate accounts for anticipated response rates and interview scheduling needs. Actual weekly volumes may vary depending on program requirements and sample availability.

14. Page 3 of RFQ. Can the Government provide historical response rates achieved during the previous contract for both baseline and follow-up interviews? 95 percent

15. Page 4 of RFQ. Since future-year funding is not guaranteed, is the Government seeking pricing based solely on the stated workload of 16,000 interview pairs per year? Yes

16. Page 4 of RFQ. Is teleworking permitted, provided confidentiality and security requirements are met? Yes

17. Page 4 of RFQ. Will contractor personnel require VA PIV credentials or access to VA systems? No

18. Page 4 of RFQ. What level of security screening or background investigation is required for contractor personnel? None

19. Page 4 of RFQ. Will contractor personnel require access to any VA networks, databases, or applications? If so, please provide additional details. No

20. Page 4 of RFQ. Are resumes required for the Contract Manager, Alternate Contract Manager, and Clinical Director? Yes

21. Page 4 of RFQ. Is the Clinical Director required to be a licensed clinician? Yes

22. Page 6 of RFQ. What file format will be used to provide Veteran contact data (CSV, Excel, secure database extract, etc.)? Veteran contact data will be provided in a digital file format agreed upon between the Contractor and the VA. Commonly used formats include CSV, Excel, or secure database extracts, depending on operational compatibility and security requirements. The specific file format and data layout will be finalized during contract onboarding to ensure it meets both security and technical needs.

23. Page 6 of RFQ. Will weekly sample files include alternate phone numbers and demographic information to support contact efforts? Weekly sample files will include all available contact information for each Veteran, which may include alternate phone numbers and demographic data as maintained in VA records. The extent of information provided will depend on what is available and permissible under VA privacy and security policies. If you have specific data elements that are particularly helpful for contact efforts, please communicate these needs so they can be considered during data file preparation.

24. Page 6 of RFQ. Will VHA provide unique participant identifiers linking baseline and follow-up interviews, or must the Contractor create and maintain them? VHA will provide data files that include unique participant identifiers, where available, to facilitate the linkage between baseline and follow-up interviews. If such identifiers are not present in the initial data provided, the Contractor will be required to create and maintain secure, consistent identifiers to ensure accurate tracking and reporting throughout the project. The process for managing participant identifiers will be finalized and agreed upon during contract onboarding.

25. Page 6 of RFQ. Is Computer Assisted Telephone Interviewing (CATI) software required? If so, does the government have a preferred platform? Yes, use of Computer Assisted Telephone Interviewing (CATI) software is required

26. Page 8 of RFQ. Will the Government provide objective quality standards used to determine whether an interview meets sensitivity and quality requirements? Yes, the Government will provide objective quality standards to determine whether an interview meets sensitivity and quality requirements. As outlined in the RFQ and PWS, the VA will supply the interview protocols and expects the contractor to implement a quality control program. Specifically, the Quality Assurance Surveillance Plan (QASP) defines standards. These standards will be provided to the contractor, and interviews will be reviewed using the criteria established in the government-supplied protocols and quality guidelines.

27. Page 8 of RFQ. PRS #4 references quarterly deliveries containing 3,000 baseline interviews, while the Deliverables Schedule requires monthly submissions. Please clarify the required reporting frequency and expected volumes. The required reporting frequency is Monthly. According to the Deliverables Schedule in the RFQ and PWS, the contractor must provide interview data from all conducted interviews in a digital format once per month within one week after the end of the previous month. The references in PRS #4 to quarterly deliveries containing 3,000 baseline interviews serve as a performance benchmark to ensure sufficient progress is made throughout the quarter; however, the actual submission of data is expected monthly.

28. Page 9 of RFQ. Can the Government provide the required data elements, file layout, and transmission specifications for monthly submissions? Yes, the Government will provide the required data elements, file layout, and transmission specifications for monthly submissions. As stated in the PWS.

29. Page 9 of RFQ. What secure transfer method will be used (SFTP, VA portal, encrypted email, etc.)? The specific secure transfer method for monthly data submissions will be determined and agreed upon between the contractor and the VA. Acceptable methods may include SFTP, a VA-approved secure portal, or encrypted email

30. Page 9 of RFQ. The estimated workload table identifies 533 interviewer hours per week. Was this estimate based on incumbent performance, and should offerors rely on this estimate for staffing purposes? The estimated 533 interviewer hours per week presented in the workload table is a government estimate based on projected call volumes, average response rates, and anticipated interview duration, as outlined in the PWS.

31. Page 11 of RFQ. Should offerors submit a staffing plan and quality control plan as part of the technical response? Yes, offerors should submit both a staffing plan and a quality control plan as part of their technical response. The RFQ and PWS reference the contractor’s responsibility to maintain adequate staffing for uninterrupted performance and to implement a quality control program meeting VA’s sensitivity and quality standards.

32. Page 11 of RFQ. Can the Government identify the applicable Service Contract Labor Standards labor categories and Wage Determination applicable to this requirement? Yes, the Government can identify the applicable Service Contract Labor Standards (SCLS) labor categories and Wage Determination for this requirement.

33. Page 13 of RFQ. Can the Government identify the applicable Service Contract Labor Standards labor categories and Wage Determination applicable to this requirement? Yes, the Government can identify the applicable Service Contract Labor Standards (SCLS) labor categories and Wage Determination for this requirement.

34. Is there an incumbent contractor currently performing these services? If so, please provide the contractor’s name and current contract number. American Directions Readiness Group. 36C24125P0710.

35. What was the total evaluated contract value of the current or most recent contract? The Government cannot discuss this.

36. Please clarify the proposal submission requirements. Specifically, should quotations be submitted in separate volumes (e.g., Volume I – Technical, Volume II – Past Performance, and Volume III – Price), or may all required information be submitted as a single document? If separate volumes are required, please provide any applicable formatting, page limitation, or file naming requirements. Typically, federal solicitations require separate volumes for each section of the proposal, with prescribed formatting, page limits, and file naming conventions. If separate volumes are required, the Government will provide applicable instructions regarding format, page limitations, and file naming during the solicitation process.

37. Please clarify the information required for the Past Performance volume. Specifically:

a. What information should be included for each reference (e.g., contract number, period of performance, contract value, customer point of contact, scope of work, etc.)?

b. Are offerors required to submit Past Performance Questionnaires (PPQs)? No.

c. If PPQs are required, will the Government provide a questionnaire template, or should offerors use their own format? The Government will provide a sample that is not mandatory.

d. Will CPARS be acceptable? Yes.

38. FAR 52.222-41, Service Contract Labor Standards, is incorporated into the solicitation. Please confirm whether this requirement is subject to the Service Contract Labor Standards (formerly Service Contract Act). If applicable, please provide the associated Wage Determination and identify the applicable labor categories. This will be determined at the time of award and by the location of the vendor awarded.

39. The Performance Work Statement requires contractor personnel to complete VA TMS Information Security and HIPAA training, as well as CITI Program Human Subjects Protection training. Please clarify:

a. Will the Government provide access to these training platforms? Yes

40. Will in-person meetings with the Government be required during contract performance? If so, please provide the anticipated frequency, locations, expected attendees, and whether travel costs should be included in the quotation. No

41. Are there any minimum technical requirements for the telephony platform used to conduct interviews? The PWS and RFQ require that the telephony platform used to conduct interviews must support Computer Assisted Telephone Interviewing (CATI) and comply with all VA information security, privacy, and data protection requirements.

42. Is call recording permitted or required for quality assurance purposes? RFQ and PWS do not explicitly state whether call recording is permitted or required for quality assurance purposes. However, any call recording must comply with VA information security, privacy, and consent regulations, including federal and state laws governing the recording of telephone conversations (such as obtaining participant consent).

43. Does the Government require a specific Computer Assisted Telephone Interviewing (CATI) platform, or may the contractor propose its own solution? The Government does not require a specific Computer Assisted Telephone Interviewing (CATI) platform. Contractors may propose their own CATI solution, provided it is compatible with the structured interview protocols provided by the VA and fully complies with all applicable VA information security, privacy, and data-handling requirements. The selected platform must also support the required data formats and secure transmission specifications for monthly submissions.

44. Will contractor-hosted systems used to collect, store, or transmit Veteran interview data require a VA ATO or compliance with specific VA cybersecurity requirements? If so, please provide details. Yes, contractor-hosted systems used to collect, store, or transmit Veteran interview data will be required to comply with specific VA cybersecurity requirements. These requirements include adherence to VA Directive 6500, FIPS 140-2 validated encryption, NIST 800-53 and NIST 800-52 guidelines, and other federal information security and privacy regulations.

45. Will the Government be providing that CATI platform? If yes, how will this platform be accessed? If no, in what format should the. Interview responses be returned to the Government? The Government will not be providing the CATI platform. Contractors are responsible for supplying their own CATI system, which must be compatible with VA information security requirements and the interview protocols provided. interview responses should be returned to the Government in a digital format agreed upon with VA, as specified in the RFQ and PWS.

46. Based on the government provided survey length, will the government provide the average length of time that it takes an interviewer to interview a veteran during a baseline interview? According to the PWS, the average length of time for a baseline interview is approximately 30 minutes. With individual interviews ranging between 20 and 45 minutes depending on the veteran’s responses.

47. Based on the government provided survey length, will the government provide the average length of time that it takes an interviewer to interview a veteran during a follow up interview? The PWS does not specifically state the average length of time required for a follow-up interview with a Veteran. However, given that follow-up interviews typically use a similar protocol—often shorter than baseline interviews, it is reasonable to expect that the duration will be comparable or somewhat less.

48. Based on the government provided survey length, will the government provide the average length of time that it takes to interview a PAWS participant (baseline & follow up lengths)? Since PAWS interviews use structured protocols developed by VA, and baseline VOA interviews average 30 minutes, it is reasonable to expect PAWS interview durations will be in a similar range.

49. Please confirm whether PAWS interview volumes (150–200 interview pairs) are included within the 16,000 VOA interview requirement or are additive to the VOA workload. PAWS interview volumes (150–200 interview pairs per year) are additive to the 16,000 VOA interview pairs required annually. The PWS specifies 16,000 pairs are for the VOA program, and an additional 150–200 pairs are required for the PAWS program. These are separate requirements and should be considered cumulatively when planning workload resources.

50. The PWS references monthly digital data transmission, while QASP PRS #4 references “quarterly deliveries.” Please clarify whether interview data submissions are required monthly or quarterly. Interview data submissions are required monthly. PWS specifies that the contractor must transmit digital interview data to VHA once per month, within one week after the end of each month. The quarterly reference in QASP PRS #4 pertains to performance benchmarks and progress review, not submission cadence. Contractors should plan to submit interview data monthly as part of contract deliverables.

51. The Government states that draft call protocols are “negotiable.” Please clarify which elements of the contact protocol are contractor-adjustable (e.g., number of attempts, scheduling windows, refusal conversion strategy, voicemail strategy, SMS reminders). Number of contract attempts, scheduling windows for calls, refusal conversion strategies, voicemail strategy SMS reminders or text outreach.

52. Please confirm whether the Government will provide historical baseline response rates, follow-up completion rates, and/or historical production metrics from prior VOAP performance. The PWS provides estimated response rates (approximately 10–15% for baseline interviews and 80% for follow-up interviews) but does not indicate that historical baseline response rates, follow-up completion rates, or other production metrics from prior VOAP performance will be provided. If additional historical performance data is needed for proposal preparation, it is recommended to submit a Request for Information (RFI) to the Contracting Officer to request access to those specific metrics.

53. The PWS states that contractors “can adjust their protocol according to experienced recruitment and follow-up rates.” Please clarify whether changes to contact cadence or operational procedures require COR approval prior to implementation. Yes, any changes to contact cadence or operational procedures should be reviewed and approved by the Contracting Officer’s Representative (COR) prior to implementation. While the PWS allows for protocol adjustments based on experienced recruitment and follow-up rates, these modifications must be coordinated with and authorized by the VA to ensure ongoing compliance with contract requirements and quality standards.

54. The solicitation requests “Price, Technical, and Past Performance” but does not specify page limits, font requirements, or volume organization instructions. Please confirm whether there are any formatting or page limitations for quote submissions. There is no mandatory font, formatting, page limitation, or size requirements.

55. The synopsis notice references “RFO FAR 12.6,” while the full solicitation references “RFO FAR 12.202.” Please confirm which acquisition/evaluation procedures govern this procurement. RFO is the governing body. RFO 12.202 references publicizing requirements. 12.6 is a typographical error, it should be RFO 12.2.

56. Please confirm whether VHA will provide refreshed or updated contact information for Veterans during follow-up periods if initial contact data becomes invalid. Currently, VHA provides contact information for Veterans at the baseline stage through weekly digital files. If contact information becomes invalid prior to or during follow-up periods, please notify us with specific details about the cases. While we will attempt to provide any refreshed or updated contact information available within our systems, please note that the ability to do so may be limited by the information in VHA’s records. We encourage you to document undeliverable contacts in your reporting, and we will work with you to resolve these cases to the extent possible.

57. PRS #3 requires “zero deviation” from the minimum 16,000 interview pairs. Please clarify whether this is evaluated annually, quarterly, or at contract completion. The “zero deviation” requirement from the minimum of 16,000 interview pairs specified in PRS #3 is evaluated annually, corresponding to the end of each performance year. While quarterly benchmarks are referenced to monitor progress, final compliance with the 16,000 interview pairs requirement is assessed at the conclusion of each contract performance year.

58. Please clarify whether the Government intends to make award without discussions. The Government’s intent regarding discussions will be clearly stated in the solicitation instructions. Unless otherwise specified, the Government reserves the right to award a contract without discussion. However, the Government may also choose to enter discussions if determined to be in its best interest. I recommend that all offerors submit their most favorable terms in their initial proposal, as there is no guarantee that discussions will occur.

59. Can the Government please describe the current dialing protocol used for VOA/PAWS interviews (e.g., number of call attempts, time‑of‑day requirements, spacing between attempts), and indicate whether this protocol differs for baseline versus follow‑up interviews? The current dialing protocol for VOA and PAWS interviews is based on structured guidelines to maximize response rates while ensuring Veteran sensitivity and privacy. Typically, interviewers are expected to make multiple call attempts at varying times of day, in accordance with the contract’s permitted calling hours—Monday through Saturday, between 10:00 AM and 8:00 PM local time. The exact number of attempts, the spacing between attempts, and any additional strategies (such as voicemail or SMS reminders) may vary, and are designed to support both baseline and follow-up interviews. If you need more specific data on past protocols or wish to suggest protocol modifications, please let us know and we will provide additional guidance or consider your requested adjustments.

60. To support accurate cost estimation for instrument programming and interviewer training, can the Government please provide the current VOA and PAWS baseline and follow‑up survey instruments (or representative versions) for review? The VOA and PAWS baseline and follow-up survey instruments, or representative versions, will be provided to the selected contractor upon award. If you require sample or representative instruments to support accurate cost estimation and proposal preparation, you may be asked to submit a formal request. We will review your request and provide redacted or sample versions to the extent permissible under VA policy and information security guidelines.

61. Can the Government please confirm how frequently new Veteran contact lists will be provided (e.g., weekly, bi‑weekly), and whether this cadence is expected to remain consistent throughout the base and option years? Yes. New Veteran contact lists will be provided weekly, as stated in the PWS. This weekly cadence is expected to remain consistent throughout the base and any option years, subject to operational needs and any changes in program requirements. If adjustments to the frequency become necessary, we will notify the contractor in advance.

62. To support workforce planning and cost estimation, can the Government please provide an estimate of approximately how many Veteran records are included in each contact list provided to the Contractor (e.g., average and/or range per delivery)? Based on the workload estimates in PWS, each weekly Veteran contact list is expected to include approximately 3,000 records for baseline interview attempts. This estimate reflects anticipated volumes to achieve the required 16,000 interview pairs annually, considering response rates and available sample sizes. Actual numbers may vary from week to week, and we will notify the contractor of any significant changes in volume.

63. Can the Government please confirm whether the VOA and PAWS surveys are covered under an existing OMB Paperwork Reduction Act clearance? If so, can you please provide the applicable OMB Control Number(s) and expiration date(s)? Yes, the VOA and PAWS surveys are subject to OMB Paperwork Reduction Act (PRA) clearance. The VA will provide the applicable OMB Control Number(s) and expiration date(s) for both instruments to the contractor prior to the commencement of data collection. If you require these details at the proposal stage, please submit a formal request and we will provide the relevant OMB clearance information, if available.

64. Are there any specific requirements or restrictions regarding the CATI technology platform to be used for VOA/PAWS interviews (e.g., Government‑furnished vs. Contractor‑hosted system, required integrations, security/accreditation expectations, or mandatory CATI functionalities)? The CATI technology platform used for VOA/PAWS interviews must be contractor-hosted and meet VA security and privacy requirements, including compliance with FIPS 140-2 validated encryption, NIST guidelines, and VA Directive 6500. The platform must be able to securely collect, store, and transmit Veteran interview data and must support the structured interview protocols provided by the VA. The CATI technology platform used for VOA/PAWS interviews must be contractor-hosted, not Government-furnished. The platform must comply with all VA security and privacy requirements, including but not limited to: FIPS 104-2 validated encryption for data at rest and transit.

65. From the Government’s perspective, what have been the primary challenges or pain points encountered with the current or prior implementation of the VOA/PAWS interview program (e.g., response rates, follow‑up completion, timeliness, data quality, Veteran experience)? Timeliness of interviews and data submissions, requiring sustained operational efficiency and workforce stability to meet contract benchmarks

66. The PWS references estimated baseline response rates of 10–15% and lower than 100% follow‑up completion. Are there any specific concerns or improvement goals related to response or retention rates that the Government would like the next contractor to prioritize? Yes, improving both baseline response rates and follow-up completion rates are important priorities for the Government. We encourage contractors to propose innovative outreach strategies, operational efficiencies, and evidence-based methods to maximize Veteran engagement and retention across both baseline and follow- up interviews. Specific concerns include minimizing non-contact rates, reducing refusals, and addressing barriers to participation. The Government is especially interested in approaches that are Veteran-centric, culturally sensitive, and uphold the highest standards of privacy and data protection. Continuous quality improvement and proactive problem-solving related to response and retention rates will be viewed favorably.

67. If applicable, are there any transition or continuity risks the Government is concerned about at the start of performance that offerors should account for in their approach? Yes, the Government recognizes that transition and continuity risks may exist at the start of contract performance.

68. Will a newly formed SDVOSB with no specific past performance be considered if it otherwise meets the requirements? Specifically, may the qualifications/experience of the Clinical Director hired meeting the specific qualifications and the Contract and Data Manager having senior business and people management experience in other industries suffice? Yes, a newly formed SDVOSB (Service-Disabled Veteran-Owned Small Business) may be considered for award if it meets all solicitation requirements, including key personnel qualifications and technical capability. While relevant past performance is always beneficial, the Government will also consider the experience and qualifications of proposed key personnel—such as the Clinical Director and Contract/Data Manager—even if their experience was gained in other settings or industries. Offerors are encouraged to clearly document the qualifications, experience, and relevant expertise of their team as part of their proposal. Please reference the solicitation’s evaluation criteria for further guidance.

69. To what extent, if any, may generative AI tools be used in performing outreach to and/or interviews with Veterans? The PWS references telephone interviews and CATI but does not address the use of AI-assisted calling, scheduling, or interviewing. The PWS specifies that interviews are to be conducted by qualified and trained staff using structured protocols and Computer Assisted Telephone Interviewing (CATI) systems. It does not currently authorize the use of generative AI tools for direct outreach to or interviewing of Veterans. If you wish to propose AI-assisted tools for supporting functions such as scheduling, outreach logistics, data management, or quality assurance, these proposals will be reviewed by the Government for compliance with VA requirements, information security, privacy standards, and Veteran sensitivity expectations. Any use of AI for direct interaction with Veterans—such as for conducting interviews—would require explicit VA approval prior to implementation. If you are considering the use of generative AI for ancillary functions, please provide details in your proposal so they may be fully evaluated for compliance and appropriateness.

70. Is the Contractor restricted from offering incentives to Veterans to encourage survey participation (e.g., entry into a drawing for a gift certificate upon completion of both the baseline and follow-up interviews)? The use of incentives to encourage Veteran participation is not authorized unless expressly approved by the VA in advance. Any proposal to offer incentives, including drawings or gift certificates, must be reviewed and approved by the VA to ensure compliance with federal ethics regulations, VA policy, and applicable OMB/PRA requirements. If you wish to propose the use of incentives, please include detailed justification in your proposal, and the Government will determine its acceptability during the evaluation process.

71. Is the Contractor required or permitted to record interviews (audio and/or video), or is only the transcribed/structured interview data to be saved and delivered? If recordings are permitted, are they deliverable or used solely for the Contractor's quality control under PRS #2? The PWS does not require the Contractor to record interviews (audio or video). Recording interviews is permitted only if it fully complies with VA information security, privacy standards, and all federal and state consent regulations. If the Contractor wishes to record interviews for internal quality control purposes under PRS #2, this must be clearly disclosed to the VA and approved in advance. Unless specifically requested by the VA, recordings are not a deliverable and should be used solely for the Contractor’s internal quality assurance. Only the transcribed or structured interview data, as specified in the contract, is required to be delivered to the Government.

72. The Hours of Operation are stated as 10AM–8PM "through all United States time zones." Does this mean 10AM–8PM in each respective local time zone, including Alaska (AKST) and Hawaii (HST)? Confirmation is needed as this materially affects staffing. Yes, the stated Hours of Operation—10:00 AM to 8:00 PM—apply to each respective local time zone, including Alaska (AKST) and Hawaii (HST). This means calls to Veterans should be conducted during those hours in the Veteran’s local time zone. Please factor this into your staffing and scheduling plans.

73. The CLINs and workload data reference a base year plus two option years, while the funding and PAWS language reference a single funded year. Please confirm the intended pricing structure (base year + two 12-month option years) and the breakdown requested. The intended pricing structure is a base year plus two 12-month option years. Offerors should provide pricing for the base year and separately for each option year, as referenced in the CLINs and workload data. Funding is currently secured for the base year, with anticipated—but not guaranteed—funding for the option years, including continued PAWS activities if demand persists. Please break out your price proposal to reflect the base year and each option year individually.

74. PRS #3 states "zero deviation from a minimum of 16,000 interview pairs." Given the Contractor does not control sample volume, Veteran availability, or the stated 10–15% baseline response rate, is the 16,000-pair threshold a firm pass/fail acceptance criterion, or is there tolerance tied to factors outside the Contractor's control? The 16,000-pair threshold established in PRS #3 is intended as a firm annual performance requirement. However, the Government recognizes that certain factors—such as sample volume provided, Veteran availability, and response rates—may impact attainment and are not fully within the Contractor’s control. Should circumstances outside the Contractor’s control impede meeting the minimum interview pairs, the Contractor is expected to document those challenges in their progress reports and communications with the COR. The Government will review such documentation and determine whether flexibility or consideration is warranted. Offerors are encouraged to propose strategies to maximize completions while maintaining Veteran-centered practices.