ANSWERS.docx

Can the call center provide services via remote secure system with our current Call Center Facility which is in accordance with HIPAA regulations?

The service determines this will not be acceptable everything must be performed on site.

1. Which position of the call center personnel is required to be on-site at the Albany NY campus?

The service determines it would be best to have all personal to include the project manager to be located on-site for this base plus four contract.

1. What are the Hours of Operation for each shift? One of the staffing shift is 3PM to 7AM, a total of 15hours.

After looking at the Statement of Work Contracting and the service determine the 3PM – 7AM time was a typo. This error will be revised to state 11PM- 7AM.

1. What is the period of performance for the life of the contract?

Please take a look at section B2 the price schedule has been modified please see the period of performance below:

1. Are there any contract employee that are a recommend hire on the current contract?

The Contractor offeror all current employees the first right of refusal.

1. Section B.2, pg. 10. CLIN 0003 For Management Services, the pricing table indicates that there are 168 hours allotted for Management Services per week. Can the Government confirm if this is per week or per month? How many hours per month should be assigned to Management Services CLIN?

The price schedule in section B.2 has been updated to reflect units per week for all Staff. Please See new Price Schedule located on page 5 of the updated solicitation. The base year only reflects 2 months. Each option year reflect 12 months.

CLIN

HR

Please take note Information Desk Personnel will not be need for the base (08/1/2020 – 09/30/2020) of this Contract.

1. Section B.2. pg 10. CLIN0005 CLIN0005. Overhead and Profit. Are the rates for CLIN 0001, 0002, and 0003 to be burdened through fringe, and the overhead, G&A and fee included in CLIN 0005 for the all of CLIN 0001 thru 0004?

The Fringe should be included in the hour rate in Clin 0001 – 0003. The overhead profits and fee should be include in Clin 0005.

1. Section B.3, C.1.b,c, pg. 14 If the PM is absent for more than one 8-hour shift, does the stand-in PM need to be present onsite? Also, does this stand-in PM need to meet the same qualifications as the primary PM?

The service requires the standing program manager be present on site. The stand program manager can be the lead operator.

1. Section B.3, G.2, pg. 18 “The contractor shall furnish headsets of a quality compatible with the Government-owned telephone equipment.” Can the Government provide specific standards of quality for headsets, including the necessary ports necessary to connect to systems utilized by the Government?

The heads must be compatible with Lecent Technology phone operating system.

1. Section B.3, H, pg. 19 Is there a defined schedule for the PM position? If there is not a defined schedule, are there required core hours that the PM must be on-site?

The government have established there is a defined schedule requested for the program manger position. The service is requesting the PM be on site at 7AM – 3:30M Monday – Friday.

1. Section E.2 52.216-1,pg 48 The Government contemplates award of a Firm Fix Price contract resulting from this solicitation.” If this is a Firm Fixed Price contract, why is CLIN 0005 required? The contractor should only be required to provide fully burdened rates for CLIN 0001, 0002 and 0003. Please clarify.

CLIN 0001 through CLIN 0003 are for the labor rates for the services to be performed. No other costs can be included in these. Therefore, if you want to properly charge for materials used, profit, overhead or G&A, then you must do so in separate CLIN by law. However, if you wish to not charge the government for these we are in agreement with that.

1. Section E.5, 52.212-2 1.B, pg. 50 “The contractor shall be a firm regularly engaged in switchboard operation services, telephone answering services, and information desk services, hereinafter referred to as switchboard services. Their expertise and experience shall be of such extent as to provide them the knowledge of procedures switchboard operators for a hospital/healthcare setting.” We request that this be altered to say, “Their expertise and experience shall be of such extent as to provide them knowledge of procedures switchboard operators utilize in a hospital/healthcare setting or provide a reasonable expectation of being successful providing switchboard operations in a hospital/healthcare setting.”

The government agrees with this change in this paragraph. “Their expertise and experience shall be of such extent as to provide them knowledge of procedures switchboard operators utilize in a hospital/healthcare setting or provide a reasonable expectation of being successful providing switchboard operations in a hospital/healthcare setting.”

1. General Please provide the contract number and the company name for the incumbent contractor.

It is illegal for a contracting officer to provide this information to an entity that was not an interested party to the previous procurement.

1. Section E.f, Business Associate Agreement, p4 The instructions say to provide a “Signed Business Associate Agreement from Section D - Contract Documents, Exhibits, or Attachments.”

Question: Section D does not contain a Business Associate Agreement. Should this be deleted from the proposal requirements?

A Business Associate Agreement is necessary for this solicitation. This Business Associate Agreement has been added in section D of this solicitation.

1. Section E.5, p49 Factor (1) Technical Capability, paragraph b. CONTRACTOR EXPERIENCE appears to be redundant with Factor (2) Past Performance.

Question: Please clarify the intent of those two Factors.

Factor 1 paragraph b contractor experience is what the contractor has performed in the arena for previous work. Factor 2 is the rating of their performance in completion of the jobs performed.

1. Section E.5(a)(1)b, Contractor Experience, p49 The evaluation criteria state bidders must have “regularly engaged in switchboard operation services...”

Question: Would the Government please confirm that past performance with Telephone answering services, such as patient appointing services, in a federal medical healthcare setting would qualify as relevant?

The contractor personnel must have experience with Switchboard or other call routing devices.

1. Section B.3.H. Hours of Operation, p19 The shifts include Evening Shift (3pm – 11 pm) 1 operator and Night Shift (3pm – 7am) 1 operator.

Question: Should the Night Shift hours be 11pm - 7am (after the evening shift) instead of 3pm - 7am?

Question: Are holidays for the information desk personnel the standard 10 federal holidays?

After looking at the Statement of Work Contracting and the service determine the 3PM – 7AM time was a typo. This error will be revised to state 11PM- 7AM.

The government has decided the information desk services may be utilized for more then 10 federal holidays. In the past several presidents have granted the day Christmas off, and because if this any addition holidays grant Albany will be needing coverage for the facility.

1. Section E.5(a)(1)c, Key Personnel, p50 “Contractor shall provide the key personnel and their function on this requirement.”

Question: Please identify key personnel.

Question: Are key personnel names and a general overview of key personnel experience requested, or are formal resumes required? If resumes, are they included in the page count?

The key personnel are all individuals performing a function under this requirement. All personnel should be listed using names (first, last) title, position in the company & role performed for this requirement. This information must be provided for employees prime and subcontractors.

1. Section E.5(a)(1)c, Key Personnel, p50 “Contractor must provide performance plan to meet the requirement and who will be responsible for performing what tasks.”

Question: Is the performance plan included in the page count?

The performance plan is not included in the performance plan page count.

1. Section C.4, Automobile liability insurance, p28 Question: Please confirm that automobile liability insurance is a contract requirement.

No automobile liability insurance will be utilized for this requirement.

1. Section B.3.C, Contractor Personnel, p8 Do any contract positions include any physical requirements or limitations to perform the work?

The government is unaware of any physical requirements needed to perform this service.

1. Section E.5(a)(1)b, Contractor Experience, p50 Generally, the principals of the company shall have had approximately three years successful experience in performing switchboard services.”

Question: By principal do you mean project manager?

Question: Does this requirement mean experience as a corporate program manager providing corporate oversight of a contract? Or does this requirement mean on-site, hands-on experience in a functional position in a call center?

The service is requesting the Project Manager have a minimal of 3 years’ experience if this field. This requirement means on-site, hands-on experience in a functional position in a call center?

1. Section B.3.C.4.b, Telephone Operator Qualifications, p16 “PM must not allow new personnel to perform duties alone until he/she has received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty.”

Question: Please confirm this requirement is equivalent to 14 8-hour shifts.

Question: What is meant by “each tour of duty”?

The government is in agreeance all new personnel must received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty, which is equivalent to four-teen (14) eight (8) hour shifts, each tour is a different shift.

1. Section E.1.d, p4, Subcontracting Plan Question: Is If the prime offeror or entire team is an SDVOSB, is a subcontracting plan required?

The subcontracting plan does not exist in Section E.1.d, No, subcontracting will be required for this requirement.

1. How many operators and supervisors are currently working at Stratton Veterans Administration Medical Center?

This contract will be a new contract that needs to implemented by August 1, 2020. Contracting is not knowledgeable of the quantity of operators and supervisors located and the Stratton Veteran Affairs Medical Center.

1. The period of performance of the base period (08/1/2020 - 09/30/2020) is 8 weeks and 5 days. In the price schedule CLINs 0001 and 0002 have 13 WKs. What is the correct number of WKs for the base period?

Please excuse the typo the Contracting department decided to utilize a more updated price schedule, which was provided during June 5 amendment. This new price schedule would allowed contracting to see each Clin breakdown. Which would help contracting to understand the cost of each Clin. Please see section B2 of the updated solicitation.

1. The period of performance of the option 1 period (10/1/2020 - 06/30/2021) is 39 weeks. In the price schedule CLINs 1001 and 1002 have 52 WKs. What is the correct number of WKs for the option 1 period?

Please take a look at section B2 the price schedule has been modified please see the period of performance below:

1. The Management Services CLINs in the Price Schedule form have a '# of Units' of 1 WK per period (base and 4 options). Should the Management Services CLINs in the pricing schedule have a '# of Units' value equal to the number of weeks in the period? Or should the Management Services CLIN be a JB?

Please use the updated price schedule provided in the modified solicitation.

CLIN

HR

Please take note Information Desk Personnel will not be need for the base (08/1/2020 – 09/30/2020) of this Contract.

1. In the price schedule should the project manager be itemized with CLIN 0001, 0002, or 0004?

Please use the updated price schedule provided in the modified solicitation. With the new price schedule provided the PM is located in CLIN 0003 (Management Services).

1. On Page 34 of the RFQ FAR 52.222.42 - Does the Monetary Wage-Fringe Benefits $15.71 per hour include fringe benefits? The wage determination included with the RFQ packet (2015-4143.txt) has $15.63 with a fringe benefits of $4.22 per hour for switchboard operator.

Both rates have been modified to reflect application of executive order 13706. Please see the new rates applied to Section E 52.212-5.

01460 - SWITCHBOARD $15.63 Per Hour OPERATOR/RECEPTIONIST $4.22 Per Hour

Switchboard Supervisor

1. B.2, Base Period (p6) and B.2A (p7) Section B.2 states the base year runs from 8/1/2020 to 9/30/2020.

B.2.A. states a 6-month base period.

Question: Please clarify the base year contract period.

The base year Period of Performance is two (2) months. It will start August 1 ,2020 – September 30, 2020.

1. B.3, page 15 The page is headed “B.3 STATEMENT OF WORK” Question: Please confirm the Statement of Work begins on page 7 and ends on page 14.

Due to formatting issues the Statement of Work title was out of place. On the new modified Statement of Work it is now located in section B.3, which starts on page 8 of the solicitation.

1. Section E, E.1 and references to FAR 52.212-1 Section E refers to FAR Clauses for “Commercial Items.” However, these services do not appear to fit the definition of “Commercial Items” as presented in FAR 2.1, 2.101.

Question: Please confirm your intent to procure these services as “Commercial Items” and NOT in accordance with “52.215-1 - Instructions to Offerors - Competitive Acquisition.”

This requirement is a commercial item requirement and will be treat as such. The government will be following FAR 2.101 Commercial item means “Commercial item means (5) Installation services, maintenance services, repair services, training services, and other services if-

(i) Such services are procured for support of an item referred to in paragraph (1), (2), (3), or (4) of this definition, regardless of whether such services are provided by the same source or at the same time as the item; and (ii) The source of such services provides similar services contemporaneously to the general public under terms and conditions similar to those offered to the Federal Government; (6) Services of a type offered and sold competitively in substantial quantities in the commercial marketplace based on established catalog or market prices for specific tasks performed or specific outcomes to be achieved and under standard commercial terms and conditions. For purposes of these services-”.

1. Section E.5 Factor (1) Technical Capability, paragraph b. CONTRACTOR EXPERIENCE appears to be redundant with Factor (2) Past Performance.

Question: Please clarify the intent of those two Factors.

Factor 1 paragraph b contractor experience is what the contractor has performed in the arena for previous work. Factor 2 is the rating of their performance in completion of the jobs performed.

1. Section E.1 p39;

Section E.1 p43;

Section E.5 p45 All three referenced sections contain proposal instructions, but the instructions differ.

Question: Please identify the applicable Instructions to Offerors and Evaluation Criteria.

Please follow the proposal instructions to offerors in section E1. 52.212-1.

1. Section E.5, Contractor Experience The evaluation criteria state bidders must have “regularly engaged in switchboard operation services...”

Question: Would the Government please confirm that past performance with Telephone answering services, such as patient appointing services, in a federal medical healthcare setting would qualify as relevant?

The government is in agreeance with a telephone operator has had past experience this would qualify him/her as having experience.

1. Section C.H. Hours of Operation, p13 The shifts include Evening Shift (3pm – 11 pm) 1 operator and Night Shift (3pm – 7am) 1 operator.

Question: Should the Night Shift hours be 11pm - 7am (after the evening shift) instead of 3pm - 7am?

Question: Are holidays for the information desk personnel the standard 10 federal holidays?

After looking at the Statement of Work Contracting and the service determine the 3PM – 7AM time was a typo. This error will be revised to state 11PM- 7AM.

The government has decided the information desk services may be utilized for more then 10 federal holidays. In the past several presidents have granted the day Christmas off, and because if this any addition holidays grant Albany will be needing coverage for the facility.

1. Section E.5.c, p45, Key Personnel “Contractor shall provide the key personnel and their function on this requirement.”

Question: Please identify key personnel.

Question: Are key personnel names and a general overview of key personnel experience requested, or are formal resumes required? If resumes, are they included in the page count

The key personnel are all individuals performing a function under this requirement. All personnel should be listed using names (first, last) title, position in the company & role performed for this requirement. This information must be provided for employees prime and subcontractors.

1. Section E.5.c, p45, Key Personnel “Contractor must provide performance plan to meet the requirement and who will be responsible for performing what tasks.”

Question: Is the performance plan included in the page count?

The performance plan is not included in the performance plan page count.

1. Section C.2, pg. 22 - Automobile liability insurance Question: Please confirm that automobile liability insurance is a contract requirement

No automobile liability insurance will be utilized for this requirement.

1. Section E.1.f.2.i.a, p40, proposal submission requirements “If it [the proposal] was transmitted through an electronic commerce method authorized by the solicitation, it was received at the initial point of entry to the Government infrastructure not later than 5:00 p.m. one working day prior to the date specified for receipt of offers…” Question: Please confirm the due date for the electronic proposal is Monday, June 22, 2020 by 12:00 pm local time as identified on the SF 1449?

The due date for this requirement has been decided for June 22, 2020 at 12PM EST. Any proposal submitted after this time frame will be rejected.

1. Section B.2.C. Contractor Personnel, p8 Do any contract positions include any physical requirements or limitations to perform the work?

The government is unaware of any physical requirements needed to perform this service.

1. Section E.5.1.b, Contractor Experience, p45 “Generally, the principals of the company shall have had approximately three years successful experience in performing switchboard services.”

Question: By principal do you mean project manager?

Question: Does this requirement mean experience as a corporate program manager providing corporate oversight of a contract? Or does this requirement mean on-site, hands-on experience in a functional position in a call center?

The service is requesting the Project Manager have a minimal of 3 years’ experience if this field. This requirement means on-site, hands-on experience in a functional position in a call center?

1. Section C.4.b, Telephone Operator Qualifications, p10 “PM must not allow new personnel to perform duties alone until he/she has received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty.”

Question: Please confirm this requirement is equivalent to 14 8-hour shifts.

Question: What is meant by “each tour of duty”?

The government is in agreeance all new personnel must received at least two full 7-day weeks of On-The-Job Training (OJT) on each tour of duty, which is equivalent to four-teen (14) eight (8) hour shifts, each tour is a different shift.

1. Section E.1.d, p43, Subcontracting Plan Question: If the prime offeror or entire team is an SDVOSB, is a subcontracting plan required?

This section does not refer to a subcontracting plan at this threshold a subcontracting plan is required.

1. Can the Government please provide Incumbent Name and Incumbent Contract value, if they are at liberty to provide?

It is illegal for a contracting officer to provide this information to an entity that was not an interested party to the previous procurement.

1. Could you please confirm if resumes are required for this contract to submit along with the proposal? If yes, for which positions, resumes are required? If Resumes are included in page count or not?

Service states if there is a page just a general overview would be accepted

1. Can the Government please provide number of Full time Equivalents (FTE’S) and Part time Equivalents (PTE’S) for this Contract?

This information requested is provide in the Statement of Work.

1. Can the Government please specify if Letters of Commitment are required or not?

Letter of commitment are not required for this requirement.

1. Can the Government please provide the current total contract life cycle value?

It is illegal for a contracting officer to provide this information to an entity that was not an interested party to the previous procurement.

1. Can the Government please specify whether there is any personnel security clearance required or not if required please specify which security clearance and it is applicable for all Employees?

All personnel assigned under this upcoming contract will need a background check.

1. Can the Government please specify period of performance is this contract 6 months base +4 option years(page 7 of 64 in 36C24220Q0592.doc) or 1-month base +4 option years (page 5 of 64 in 36C24220Q0592.doc)?

1. Can the Government please clarify that Project managers also performs dual hatted as Lead telephone operator?

The government insists Project Manager and Lead Telephone operations are separate and unique functions.

1. Can the Government please provide the Shift timings for the Telephone Operators and information Desk staff?

Please see schedule provided below the government plan on follow this schedule:

Day Shift (7am – 3pm) 1 operator Overlap Shift (8am – 4pm) 1 operator Overlap Shift (9am – 5pm) 1 operator Evening Shift (3pm – 11 pm) 1 operator Night Shift (11pm – 7am) 1 operator

1. Can the Government please specify that in the price schedule table WK Units and JB units meaning?

Please use the updated price schedule provided in the modified solicitation.

CLIN

HR

Please take note Information Desk Personnel will not be need for the base (08/1/2020 – 09/30/2020) of this Contract.

1. Can the government please provide the Past Performance Reference Format as in evaluation Government have mentioned to include the 3 past performance references?

The Past Performance Questionnaire (PPQ) will be attached.