Questions and Anwsers 3-14-2023.docx

On-Line Frame Ordering Website Questions

1. How will the veterans’ eyeglass orders be handled before the website is approved? Will it be as they are currently being ordered and if so please explain that process.

ANSWER When PSAS receives an actionable consult, an order will be placed either via individual purchase order or bulk order batch order via the 4-Sight program (VA internal process). All VISN 8 Facilities will have the 4-Sight program implemented by the end of the fiscal year.

Current Process:

Bay Pines & NFSG – Utilizing the 4-Sight Program - Orders are transmitted on a daily basis (all eyeglass consults from the previous day) in an excel format via an encrypted email to the vendor. Vendor sends daily billing statements in a digital format, i.e., excel. These statements are a billing summary of each eyeglass order invoiced and shipped during the previous day.

Tampa, Orlando, WPB, Miami & San Juan – Orders are transmitted per separate patient specific purchase orders via e-fax. These orders are initiated by various PSAS Purchasing Agents therefore each purchase order will have a separate charge based on the purchasing agent who authorized the order. Separate invoices are then sent to the respective purchasing agent for validation/reconciliation to close out the order.

1. Page 13 – Base Year Website selection – states “the VA has the sole discretion regarding when or if the website option will be expanded to other sites or terminated.” The first scheduled location is West Palm Beach “TO GO LIVE”. The pricing schedule appears to just provide a monthly service fee.

Will the Government pay for development costs for the website?

ANSWER No, all CLINs accounted for in RFP.

If the Government only plans to pay the monthly service fee, does the Government anticipate that the cost of the website will be amortized over the life of the contract?

ANSWER VA will only order/pay for months where the website service is active at a particular site.

1. Pg. 51, Section 5 states that “veteran will be given the prescription number which will be used to submit their frame selection via the website to the vendor”.

How will the veteran be receiving their prescription?

ANSWER Veteran will be handed a document with their prescription number by their VA provider. The Veteran’s prescription will be entered into the CPRS system as usual.

Will it be in paper form or electronic?

ANSWER Prescription number is outside of contract and not the responsibility of the contractor.

Is the veteran then expected to submit the prescription to the website by entering it themselves or by scanning it and submitting it as an attachment?

ANSWER Veteran will only use the prescription number to submit their frame request via the website. The number will be entered manually without need for scan/attachment. The remaining prescription information will be entered at the VA. Offeror will match the prescription number to the prescription that will be sent by VA when the order is placed.

1. Pg. 55, Section 5.7 states that “the VA provider will give the VA prescription number to the veteran and that the veteran will then use this number as an identifier” and that “the offeror will use the VA prescription number to match the VA order to the veteran patient”.

Will this prescription number then be in the VA’s VISTA system along with the prescription information and if so why would the patient be required to submit their prescription information to the website?

ANSWER The website will not contain or transmit and PHI/PII. The prescription number will be in the VA system, and it will be given to the Veteran to ensure that the offeror is able to match the Veteran to the appropriate prescription and VA order authorization.

1. Page 55 – 5.6 states the VA is not liable for “offeror error/website limitations.” What is deemed a “website limitation”? Please confirm that the VA will pay for glasses that are incorrectly ordered/measured by the veteran.

ANSWER VA will not pay for incorrectly manufactured eyeglasses that are because of the poor/inadequate functionality, ease of use, inadequate guidance/instructions/examples/demos, incorrect/unclear frame information etc. provided by the offeror’s website refer to para 5 “

VA shall not be liable for such discrepancies due to lack of adequate checks and balances that should have been built into the system.”

ANSWER If the order is placed correctly, but manufactured incorrectly due to a website issue, contractor must replace correct order. If order placed incorrectly by the VA then would be responsible for costs.

1. Page 57 – 7.3 – states “the contractor shall make corrections at no additional cost to the Government.” Please confirm that errors made during the ordering process will not be the contractor’s responsibility.

ANSWER 7.3 states “If the prescription is filled incorrectly by the contractor” contractor shall make corrections at no additional cost to the Government.”

Page 62 – 14 – The Solicitation calls out a “Software as a Service product” and specifies certain associated requirements. SaaS is defined as “a method of software delivery and licensing in which software is accessed online via a subscription, rather than bought and installed on individual computers.” It does not appear that any SaaS products are called for under this Solicitation.

What is the referenced “SaaS Product” to which these requirements are targeted?

ANSWER You must be FedRAMP approved within 45 days after contract award to be able to provide the virtual fitting website.

1. The Solicitation requires that the contractor provide a “secure website . . . for Veterans to select their frames and submit their prescription directly to offeror for fabrication.”

Related to these requirements, the Solicitation states the “requirements to be provided.”

· When does the VA anticipate providing the requirements?

ANSWER Offeror shall clearly identify capabilities for online frame selection to include but not limited to, frames and lenses that can be fabricated using this option.

Veteran instructions for Website: Video and written instructions/guidance for frame selection and prescription submission shall be available on the website and meet VA 508 compliance policy.

1. Frame options on the website will match the VA-approved contract frames.

2. Offeror shall identify capabilities for online frame selection to include but not limited to, frames and lenses that can be fabricated using this option, virtual try on (VTO) technology so Veterans can get a visual of the glasses while viewing the website, and tools/ability for Veterans to measure their pupillary distance (PD).

3. Website should be accessible and usable regardless of the type of electronic device the Veteran uses to complete/submit their order e.g., cell phone, laptop, tablet etc.

4. Video and written instructions/guidance for frame selection, how to measure for PD and how to submit the frame, PD and prescription information online shall be made available on the website.

5. Offeror shall troubleshoot and resolve discrepancies for online orders and website issues within 24 hours after being notified of the issue.

6. VA shall not be liable for discrepancies in fabricated eyeglasses due to lack of adequate checks and balances that should have been built into the system. When glasses ordered from the website need to be remade due to offeror error/website limitations, the remade glasses will be provided at no cost to the government or Veteran.

7. The VA provider will determine and notify the Veteran if the eyeglass prescription is appropriate for online frame selection (per the offeror provided guidance). The VA provider will give the VA prescription number to the Veteran. The Veteran would use this number as an identifier, when they submit their frame selection and pupillary distance (PD) measurement via the website.

8. The offeror will use the VA prescription number to match the VA order to the Veteran patient.

9. The offeror shall provide a means to communicate the frame and PD information to the VA/contracted optician for any required updates to the web based secure ordering portal (section 2.7). PSAS shall send a purchase order/authorization list and a copy of the VA prescription to the offeror.

10. Fabrication shall not commence without proper authorization from VA.

· How does the VA expect offeror to propose a secure website in time for submission of proposals where the requirements are “to be provided”?

ANSWER RFP amended to include requirements – see above answer and section 2 General Requirements How are offerors to price the website and associated services without being provided the associated requirements?

ANSWER Refer to answer provided to your question 7, first bullet.

1. Is online ordering meant to be an option for those veterans with limited access to a VA facility due to, among other reasons, distance, physical ailments, and/or transportation issues or is it intended to be an option for ALL veterans regardless of reason? Please explain.

ANSWER Online website/ordering is meant to offer alternative access choices to Veterans.

1. Is the website meant to just be a convenient alternative by which the veteran can select a frame without having to visit the optical shop at a VA facility or is VA wanting the website to replace traditional onsite optician services?

ANSWER See above response to question 8

1. The Solicitation (at 55) also provides that “VA has sole discretion regarding when or if the website option will be expanded to other sites or terminated.”

How can the VA expect offeror to make the significant investment required to develop a “secure website” if it has no assurances of or criteria for acceptance? If the VA elects to terminate, then that entire investment will have been wasted.

ANSWER How an offeror determines whether to bid, or how to price its proposal, is a matter of business judgement and the VA will not get involved.

1. The Solicitation, also at 55, provides that “Offer shall clearly identify capabilities for online frame selection to include but not limited to, frames and lenses that can be fabricated using this option.”

Please provide the requirements for the capabilities which the VA is seeking.

ANSWER refer to answer provided to your question 7, first bullet.

1. In addition, Solicitation requires the contractor to provide “Video and written instructions/guidance.” Solicitation at 55.

Please elaborate how the VA will assess the adequacy of the proposed “Video and written instructions/guidance” without further guidance.

ANSWER Refer to answer provided to question 7, first bullet

1. Has the VA implemented Online & Application Based Ordering in any other VISN’s prior to this Solicitation?

· Furthermore, has VA conducted any research to determine what % of veterans would be likely to place their frame order online and what % would be likely want to continue to utilize in-person ordering? Please explain.

ANSWER VISN 8 will be the first VISN to offer this option to Veterans.

1. Page 725 of the Solicitation provides that:

1. The Government Agency owns the rights to all data/records produced as part of this contract.

1. The Government Agency owns the rights to all electronic information (electronic data, electronic information systems, electronic databases, etc.) and all supporting documentation created as part of this contract. Contractor must deliver sufficient technical documentation with all data deliverables to permit the agency to use the data.

To be clear, notwithstanding this language on page 75 of the Solicitation, please confirm that because the Government is not proposing to fund any of the website development, the Contractor will own all rights to the above-referenced website and associated “Video and written instructions/guidance.”

ANSWER Website not being created as part of the contract requirements. Rather, VA purchasing monthly usage of site.

1. Page 76 of the Solicitation states that “The Contractor shall comply with FedRAMP requirements as mandated by Federal laws and policies, including making available any documentation, physical access, and logical access needed to support this requirement.”

· Please explain which FedRAMP requirements the contractors are required to comply with and when compliance is determined.

ANSWER To qualify as SaaS for use at VA, and align with Federal Risk and Authorization Management Program (FedRAMP) requirements, the hosting for the offering must conform to the NIST 800-145 definition of Cloud Computing and thus contain following key characteristics:

· On-Demand Self-Service: The CSP fully automates the provisioning of both the customer interface and the underlying cloud components of the SaaS offering. In some cases, the CSP may provision internal resources manually, while providing the CSC an automated interface to request and track the service.

· Broad Network Access: The SaaS capabilities are available over the internet or over a network that is available from all access points the CSC requires. The SaaS offering is accessible through common platforms (e.g., mobile phones, tablets, laptops, and workstations).

· Resource Pooling: The computing infrastructure supporting the SaaS offering is shared among more than one CSC using a multi-tenant model, and resources are dynamically assigned depending on customer demand.

· Rapid Elasticity: Computing capabilities are automatically provisioned and released in a manner that scales with customer demand. In some cases, the scaling of resources may not be fully automated, but it should be fast enough to support the needs of the CSC, which the CSC would have to define.

· Measured Service: Resource usage, such as storage, processing, bandwidth, and user activity are measured and reported on in a manner that is relevant to the SaaS offering.

The SaaS offering must be hosted within the United States and data stored/processed/transmitted within the offering must remain within the United States.

CSPs should be aware of FedRAMP and ready to partner with VA through the SaaS FedRAMP Authorization process.

More information can be found here: https://nvlpubs.nist.gov/nistpubs/Legacy/SP/nistspecialpublication800-145.pdf; and https://nvlpubs.nist.gov/nistpubs/SpecialPublications/NIST.SP.500-322.pdf

1. Pages 73-74 76-77 of the Solicitation appear to require offerors to provide the following deliverables:

A. FedRAMP System Security Plan (SSP) and supporting documentation

· The Contractor shall complete a FedRAMP System Security Plan (SSP) and supporting documentation within 45 days of contract award B. VA Implementation Diagram: This is a VA specific architecture diagram demonstrating the proposed implementation of this system at VA (VAID)

· The Contractor shall complete a FedRAMP System Security Plan (SSP) and supporting documentation within 45 days of contract award C. 3PAO Security Assessment Plan (SAP)

· The Contractor shall complete a Third-Party Assessment Organization (3PAO) Security Assessment Plan (SAP) within 90 days after contract award. D.

D. 3PAO Security Assessment Report (SAR)

· The Contractor shall complete a 3PAO Security Assessment Report (SAR) within 140 days after contract award

Please confirm whether these deliverables are required.

If they are required, what is the deliverable timeline?

ANSWER Yes they are required.

First is Document Submission and Verification, which takes between 4 and 24 weeks. SRS will coordinate with all teams to ensure that each is aware of the documentation standards and requirements. Coordination involves holding a package development intake kickoff meeting, followed by weekly working sessions and check-ins to drive completion of the System Security Plan (SSP) deliverable. The CSP will then provide an SSP with several attachments, as well as a VA Implementation Diagram (VAID). Once these documents are received, the DTC, PSL, and BO will work together to collect the PTA, PIA, Business Associate Agreement, Memorandum of Understanding (MOU), System Security Categorization (SSC), and a DSC. These are all critical documents that form the foundation of the A&A package, so it’s important to review them for completion against the ESA CS checklist, performing high-level quality analysis. The DSC in particular bears mentioning in light of FIPS 199, which defines the potential impact categories for each security objective—confidentiality, integrity, and availability—on a scale of low to moderate to high. Establishing the overall security categorization for a SaaS product is a key driver in package development at this milestone.

The next milestone is the SSCR, which takes 4-6 weeks to complete. This is a report that lays out the criteria for system sponsorship. We’ll talk more about the sponsorship process in a moment. For now, just be aware that the SRS will request an SSCR, verify that documents have been submitted, provide access to assigned analysts, monitor the package, and facilitate meetings and working sessions with ESA CS and the vendor to debrief. ESA CS will then conduct the SSCR analysis and submit the report for leadership review.

The next milestone is the creation of the SAP and submission to ESA CS for approval, which can take between 4 and 12 weeks. This lays out the plan for assessing security and supports creation of the FedRAMP Work Breakdown Structure. The CSP will coordinate with their 3PAO to outline the assessment. The SAP will identify activities planned, rules and boundaries, systems and networks being assessed, all assets within scope, a roadmap for execution, and additional guidance for the 3PAO.

Milestone number four is the SAR. The SAR provides a report of the security assessment results by verifying the CSP’s security implementations, outlining the overall risk posture of a SaaS for an authorization decision, and identifying vulnerabilities, threats, and risks discovered during testing. It takes 1-2 weeks for SAR coordination and debrief, remediation tracking and approval, and meeting scheduling to occur.

The final milestone is the SCAAR, which takes 4-6 weeks. This artifact provides a report on security compliance and architecture. The SRS requests the SCAAR and then checks in with ESA and CS as they conduct the analysis, submit to leadership, and produce a debrief deck. Along the way, it’s important for PLMs to participate in coordinating the SCAAR, collecting and managing artifacts, and supporting PSLs with transition of the project to the Authorization phase.

1. Among other things, the Subfactor 2 requirements on page 115 of the Solicitation require offerors to provide an “Implementation Strategy - a fully functional website and mobile app within 6-months of FedRamp approval.” Please clarify this requirement.

Are contractors required to provide an implementation strategy, or a fully functional website and mobile app?

ANSWER Offeror will provide a fully functional website within 6-months to include implementation strategy for the initial VA facility and deploying the solution to other sites in the VISN.

Additionally, when is FedRAMP approval required? See Section E ANSWER See pages 76 and 77of the RFP, the FedRamp package must be submitted 45 days after contract award, which can take between 4 and 24 weeks unless there are issues and FedRamp is not always granted.

1. The evaluation criteria (Solicitation @ 114), Technical Acceptability lists, among other criteria

17. “Online Frame Selection Website (SaaS Approval)”

17. “Customer Support Plan”

17. Subfactor 2: Online & Application Based Ordering – Provide narrative demonstrating the Online & Application Based Ordering service will meet the minimum requirements with respect to:

- Network Design & User Accessibility (ease of use)

- Implementation Strategy - a fully functional website and mobile app within 6-months of FedRamp approval

· How can the offerors respond to these “Technical Acceptability” requirements which include unstated requirements?

ANSWER See response to question at question 7 and the updated RFP

· How can the VA evaluate the offerors’ proposal when the Solicitation contains limited guidance as to what this website is to consist of and further specifies that “requirements to be provided”? Refer to RFP SON What are the evaluation criteria for website acceptability?

ANSWER Refer to section 5 of SON and page 115 (b)

- Network Design & User Accessibility (ease of use)

- Implementation Strategy - a fully functional website and mobile app within 6-months of FedRamp approval” Furthermore, what are the requirements of the “Customer Support Plan”?

ANSWER See page 114 of the RFP under Technical Acceptability Criteria for additional information.

· How will the VA evaluate the “Customer Support Plan”?

ANSWER Offeror should provide details/narrative for providing customer support to VA and how they will receive and address website issues/complaints from the end users/veterans and from VA.

Other Questions

1. Will opticians at the optical shops located at the VA facilities listed be employees of the VA or the contractor?

ANSWER This is outside the scope of this contract

1. How many opticians are currently located at each VA location listed in the SON starting on pg. 46?

ANSWER This is outside the scope of this contract. The Opticians are not part of this Solicitation.

1. The Solicitation states that all quantities are estimates for each location, “but are representative of current volume.”

· What is meant by “representative of current volume”?

· Are the stated quantities current actual numbers?

· What are the historic quantities for each CLIN for each location for the last three years?

ANSWER This is an IDIQ contract, all quantities listed are estimates. CLINS will be ordered via task orders based on the actual need. There will be changes based on provider prescriptions and Veteran’s medical needs, number of unique veterans, type and quantity of eyeglasses prescribed etc. The same Veteran patients are not being seen at all locations therefore there are and will be differences in the prescriptions. Therefore, offeror should anticipate lower or higher quantities.

1. In the Price/Cost Schedule VA is stating the prices should include solid/gradient tint, balanced, opaque, frosted (fog) or black-out, roll and polish, oversized, high powered, safety, and executive lenses. It is customary for VA eyeglass solicitations to have separate line items for many of these items especially roll and polish, oversized lenses, executive lenses, and overages such as add power over + 4.00 and lens over power +/- 10D (see recent VISN 6 Solicitation as an example).

· Will VA please consider adding separate CLIN’s for these items?

ANSWER CLIN has been amended to show additional line items

· Will VA please provide historical quantities of each so that offerors can price accordingly?

ANSWER This is an IDIQ contract, pricing should be based upon the estimate quantities set forth in the Schedule.

1. Page 52- VA states that lenses shall be available in high index materials of 1.61 to 1.74 or higher. It is customary in VA eyeglass solicitations for high index materials such as 1.60, 1.67, and 1.74 to be listed as separate CLIN’s or for one index, often 1.67, to be listed in the price schedule.

· Can VA please provide separate CLIN’s for 1.60, 1.67, and 1.74 and provide historical quantities of each so that offerors can price accordingly?

ANSWER No, CLIN’s have been adjusted to show the High index range for each category in the CLIN List.

1. Page 49 52, Section 3.4- VA states that wide-corridor progressives shall be made available when medically necessary (such as Varilux Comfort or equivalent). Varilux Comfort or equivalent are considered “Premium Progressives” with a significantly higher cost.

· Can VA please add a separate CLIN for “Premium Progressives” with historical quantities so that offerors can price accordingly?

ANSWER CLIN’s have been adjusted to show Premium Progressives in the CLIN structure. There is no historical data for this new line item.

1. Page 53, Section 3.4 VA states “photochromic lenses (transitions or equivalent must darken…). Can VA please clarify if the photochromic SUBCLIN requested can be a generic photochromic, which is a less expensive alternative, or is VA is specifically requesting “brand Transitions or equal” which is a more expensive alternative?

ANSWER “Per the RFP Para 3.4, Photochromic lenses (transitions or equivalent must darken immediately upon exposure to light and begin to fade back to clear as soon as UV rays are no longer present.)”

The Solicitation’s Subfactor 2 evaluation requirements on page 114 state that “Offerors’ proposals will be evaluated to the extent they meet or exceed the requirements of the SOW.” Please clarify the SOW requirements at issue.

ANSWER refer to answer provided to your question 7, first bullet.

1. Should everything there should be considered an "add-on" with a price for each (ie. roll and polish - $15, solid tint - $8, gradient tint - $20). These "options" cannot be grouped together as they are all completely different with completely different costs. An "executive" style lens is significantly more expensive than a non-executive. So it would not make sense for us to quote pricing based on the executive cost when it is likely that very few lenses will require executive. But also if we quote non executive, we should not be expected to cover the cost of executive...that should be an add-on with its own cost So still, we do not understand which options we are supposed to quote for on page 6 and beyond. Should we just quote for CLEAR lenses and then give the additional cost for each of these add-ons separately? If there’s

ANSWER CLIN has been amended to show additional line items

1. also does not really answer our question. Is their suggestion just that we write "N/A" or leave it blank?

Question 2 from original questions.

This being our first solicitation in the field there are attachments such as Past Performance Questionnaire, Patient Satisfaction and Contract Deficiency that we can’t completely fill out. How do you suggest we handle these?

ANSWER Complete based on information available to you/experience.

See below and page 118 of RFP for additional information.

Past Performance

Under this Factor, VA will evaluate an Offeror’s Past Performance by assessing the Offeror’s narrative response detailing its past performance providing prescription eyeglass manufacturing, delivery services and online/website frame selection and the Offeror’s past performance questionnaires submitted in accordance with the solicitation’s Instructions to Offerors. A minimum of three (3) organizations where products have been furnished is required. Evaluation will consider recency (defined as projects performed or ongoing within the last 3 years) as well as relevancy (defined as projects of the same scope – to include work requirements and dollar value). Past performance will be given an ultimate Confidence rating, based upon the Government’s confidence the Offeror will successfully perform the current requirement.

Offerors are cautioned that the VA may review available past performance data available in the Contract Performance Assessment Reporting System (CPARS) for supply being acquired to determine Past Performance. The VA reserves the right to obtain past performance information from any available source and may contact customers other than those identified by the Offeror when evaluating past performance. Since the VA may not necessarily interview all the sources provided by the Offerors, it is incumbent upon the Offeror’s to explain the relevance of the data provided.

Note: In the case of an Offeror without a record of relevant past performance or for whom information on past performance is not available, or so sparse that no meaningful past performance rating can be reasonably assigned, the offeror may not be evaluated favorably or unfavorably on past performance (see FAR 15.305 (a)(2)(iv)). Therefore, the offeror shall be determined to have unknown past performance. In the context of acceptability/unacceptability, “unknown” shall be considered “acceptable.”

1. What is the index of refraction required on all contract CLINs for high index (for example: 0001 c. Hi-Index)?

ANSWER: Para 3.1 “Lenses shall be available in plastic, polycarbonate or hi- index (high index of 1.61 to 1.74 or higher and as indicated on the VA prescription).

1. Requested Clarification: Is the VA saying all indexes of refraction from 1.61 to 1.74 will be ordered against the same high index CLINs (for example 0001 c.)? Since the material costs for these items vary dramatically, particularly the material costs on 1.74, offerors are unable to adequately plan and propose a cost effective, realistic price proposal. As all other recent VISN eyeglass contracts have done, please adjust the price schedule to show a separate CLIN for each high index lens (1.56, 1.60, 1.67 and 1.74).

ANSWER We are requesting one CLIN for Hi index up to 1.74 Additional clarification request:

1. It appears the solicitation information available on SAM.gov has only one SF30, for Amendment 1. However, additional information has been posted. Will offerors be required to sign and return any other SF30s with their offers? If so, please provide.

ANSWER Copies will be uploaded with this Amendment