36C25619Q1100-0001000.docx

5. PROJECT NUMBER (if applicable)

CODE

7. ADMINISTERED BY

2. AMENDMENT/MODIFICATION NUMBER

CODE

6. ISSUED BY

8. NAME AND ADDRESS OF CONTRACTOR

4. REQUISITION/PURCHASE REQ. NUMBER

3. EFFECTIVE DATE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED

PAGE OF PAGES

10A. MODIFICATION

OF CONTRACT/ORDER NUMBER

10B. DATED

BPA NO.

1. CONTRACT ID CODE

FACILITY CODE

CODE

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

E. IMPORTANT:

is extended,

(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR

ACKNOWLEDGMENT TO BE RECEIVED AT

THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY is not extended.

12. ACCOUNTING AND APPROPRIATION DATA

(REV. 11/2016)

is required to sign this document and return ___________ copies to the issuing office is not, A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

15C. DATE SIGNED

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADM

INISTRATIVE CHANGES

SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and d ate specified.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER

Contractor

16C. DATE SIGNED

14. DESCRIPTION OF AMENDMENT/MODIFICATION

16B. UNITED STATES OF AMERICA

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER

16A. NAME AND TITLE OF CONTRACTING OFFICER

15B. CONTRACTOR/OFFEROR

STANDARD FORM 3

PREVIOUS EDITION NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.243 (Type or print) (Type or print) (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

(Number, street, county, State and ZIP Code) (If other than Item 6) (Specify type of modification and authority) (such as changes in paying office, appropriation date, etc.)

(If required)

(SEE ITEM 11)

(SEE ITEM 13)

(X)

CHECK

ONE

13. THIS ITEM APPLIES ONLY TO

MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

(Signature of person authorized to sign) (Signature of Contracting Officer) 520-20-1-415-0002 none Department of Veterans Affairs Gulf Coast Veterans Health Care System Network Contracting Office 16 400 Veterans Avenue Biloxi

MS 39531

Department of Veterans Affairs Gulf Coast Veterans Health Care System Network Contracting Office 16 400 Veterans Avenue Biloxi MS 39531 To all Offerors/Bidders

36C25619Q1100 08-12-2019

X X X Monday, August 19, 2019 by 12pm CST The purpose of this amendment is to answer all the questions derived from solicitation 36C25619Q1100 and to update the Harrison County, MS Wage Determinatin 15-5147.

The Updated wage determination is attached to this amendment.

***************PLEASE CONTINUATION PAGES FOR ALL QUESTIONS AND ANSWERS***************

Tina Harris Contracting Officer

CONTINUATION PAGE

Questions and Answers

1. The contract performance work statement identified 1. Project Manager; 2. Working Manager – are identified as two (2) supervisory/management personnel, can we propose these supervisory positions (project manager and working manager) dual-hatted as telephone operators?

a. Yes, that is a dual hatted position

2. What is the estimated level of effort or how many FTEs are required at each location identified below?

Location 1. 400 Veterans Avenue, Biloxi, MS 39531?

Location 2: 790 Veterans Way, Pensacola, FL 32507?

a. All personnel are located at the Biloxi campus. All calls come into one central location for both locations. How you derive your technical statement is up to you. Meaning if you want all FTE or no FTE; they could all be part time if the 24 hours of coverage is taking care of.

3. Does Offeror’s require to provide resumes within their proposal response? If required, for which positions does the government wish to see resumes (such as project manager, working manager, and telephone operators)? are signed letters of commitment also required?

a. The Government does not require resumes. The personnel working the contract works for the successful offeror that is who should be reviewing their resume’s. Note they will have to go thru a security clearance to include fingerprinting.

4. Can the government clarify how many productive work hours per annum are considered to be a Full-Time Equivalent FTE employee? 1920 or 2080 hours?

a. Full time is 40 hours a week and for a complete year it would be 2080 hours.

5. Can the government provide the Wage Determinations (WDs) that stipulate the minimum requirements for wages, benefits, health and welfare (H&W), vacation holiday for two contract performance locations?

a. This is attachment A to the solicitation

6. Can the government clarify; how many days are provided to the successful contractor after award to fulfill additional FTEs/staff to meet the future workload?

a. Not sure what you are asking. However, are answer being that the successful vendor should have ample personnel to start the contract and handle the workload. I guess we not sure on why you would need additional FTEs.

b. The work has always been performed with the 10 employees successfully therefore no additional FTE required

7. Is the certificate of insurance required at the proposal submission level? Can the government consider our request to furnish the certificate of insurance upon contract award, and before kickoff meeting?

a. Signing and returning attachment F will suffice for insurance. The actual insurance certificate is requested from the successful offeror.

8. Can the government confirm, if there is any page limit for preparing a technical proposal that shall include staffing approach and other technical aspects to meet the contractual requirements as specified in the PWS?

a. Please keep it to a reasonable limit, the Government is limited to 5 megabytes (MB) per email but multiple emails are allowable limit

9. Can the government confirm, if a total compensation plan for each labor category is also required to submit as a part of the price proposal?

IAW clarification request for question 9: We intend to use the DOL recommended and appropriate Switchboard operator labor category (which is 01460 - Switchboard Operator/Receptionist) as per Wage determination (Attachment-A). However, Officer our question is on what labor category we shall use for management/supervisory positions/labor categories identified in the PWS on page number 16 and section 1.2.6 (Project Manager) and section 1.2.7 (Working Manager). Are these two positions Project Manager and Working Manager subjected to Service Contract Act Clause. With this clarification, our overall price may be reduced and provide best value to the Government.

a. NOTE: We don’t need a total labor category plan you need to keep it for your records. We just need to know what you’re paying.

b. Not sure what you are asking however, you should be using the switchboard operator labor category from the wage determination(WD) 15-5147 revision 9 dated 07/16/19 ( attached to this modification for the WD has been revised.

10. Can the government provide offerors, a prescribed format to prepare price breakdown? Or please confirm, if offerors can prepare their interim formats

a. Section B.3 is to be completed with the monthly amount and extended out for the year. The price breakdown will include:

· the position titles

· the hourly rate at which they will be paid

· The number of hours they will work

· For example: switchboard operator @ $12.95/hour for 30 hours a week

11. How many employees are currently on the contract?

a. 10

12. Is there an incumbent or is this a new requirement?

a. Ability One “ Lighthouse for the Blind”

13. Could you provide current contract number?

a. 36C256-18-C-0012

14. What is the total number of operators and number of operators per shift currently at each campus?

a. Currently there are 10 employees and they are all located at the Biloxi campus. All calls are received at this location.

15. Is this to staff only the Biloxi site or also in Pensacola/ other sites?

a. The staff is for Biloxi, Pensacola calls are received here too.

16. Are the working manager and project manager both required to be onsite?

a. This is a dual hat position which is required to be present.

17. What background check is required for new hires?

a. Background check consist of fingerprinting and

18. Is there a specific number of hours or days of initial training for new hires?

a. No, they will have to take the privacy training provided by the VA

19. What are the six campuses and where are they located?

a. We have CBOC at other locations, but all calls are received in Biloxi facility.

20. When is the anticipated award date?

a. The Contract will be awarded prior to October 1, 2019

21. Who is the incumbent?

a. Ability One also known as Lighthouse for the Blind

22. What is the amount for the previous awarded contract?

a. Base and 4 option years total $2.846,391.75.

23. Who is the current incumbent? and what is the current contract number?

a. Ability One “ Lighthouse for the Blind” is the incumbent. The Contract number is 36C256-18-C-0012

24. What is the current funded amount for this contract? and the current options terms?

a. The total base year and four options totals is $2.846,391.75.

25. What is the total amount paid to the incumbent? And the time period or options covered by the payments?

a. The Government pays monthly in arrears to the vendor. The vendor is responsible for payroll.

26. When is the anticipated award notification of this contract?

a. On or slightly before October 1, 2019

27. "Can you confirm the federal requirement of monetary wage and fringe benefits for Switchboard Operator GS-03?

a. There s a revised Wage Determination for Harrison County, MS. Utilizing this the federal Government equivalent for GS 3 is $12.95.

28. Section C.12 52.222-42 includes $12.95 +/- FB $4.18 as the required wage and benefits. We predict the 9th revision dated July 16, 2019 to Wage Determination No: 2015-5147 may change the requirement. This revision was released in close proximity to the RFI release date.

a. I agree the revision is attached however the equivalent has not changed , it remains $12.95. The Health and Welfare has changed to $4.22.

29. Will the federal requirement for fringe benefits be $4.22 per hour for this project?"

a. Yes, the Health and Welfare will be $4.22

30. Is the government willing to pay the FTEs for shift differentials and holiday pay rate for evenings, nights, and weekend shifts?

31. Based on the title of this RFP Switchboard Operators for Wage Determination (WD) Occupation Code 01460 , please clarify why there's 2 WD's posted? With one of the WD as Customer Service Representative (CSR) Occupation Codes 01041,01042,01043? Is the government moving to the current call center industry occupation code of CSR's?

a. I don’t know where you are looking my solicitation only has one WD 15-5147 and I have attached the revised WS with this amendment.

32. 6 VA campuses were mentioned in this RFP, are all Switchboard Operators located at all 6 locations?

a. No, they are all located at the Biloxi locations. All calls received at this location

33. Can the VA provide a breakdown of workforce based on shifts, how many shift Switchboard Operators per shift? team lead or supervisors per shift? covering the day shift, evening shift, night shift, and weekends.

a. No, the Government announces what they require, it is up to the vendor within their technical to explain how they will handle what we need.

34. How many Project Managers? and Work Managers assigned to this contract? Can the VA provide a brief job description or knowledge, skills, education, and experience requirements for these positions? Is there any performance metrics for these positions, including the Switchboard Operators?

a. The Project manager/ work manager is one position. It is basically a supervisor that will also be taking calls.

35. Is there a transition plan in place for the new contractor to come in and take over the incumbent? How many incumbent contractor employees currently working and qualify for FAR 52.207-3 Right of First Refusal? Would the VA and incumbent allow the potential contractor to engage with the current employees for recruitment efforts before the award notification? e.g. town hall meeting to get a feel on what the current employees needs are and concerns about their jobs and the contract?

a. Currently there are 10 employees in place. And yes, we will follow 52.207-3, However, interaction will not be allowed prior to award notification. Award notification will be before start date.

36. How long would it take for a Switchboard Operator to be on boarded and trained for these positions and go live to take calls and access the VA system? e.g. VA background checks, IT training, VA HIPAA training, etc. Can the VA provide an onboarding checklist for contractors? Is the VA paying the contractor for these security and training requirements once they pass the initial contractor background checks?

a. The process is approximately 1 month or less.

37. Can the VA provide analytics on monthly volume distribution of call activities based on weekday, weekend, for each shift schedule? e.g. day shift, evening shift, and night shifts.

a. Yes, we can provide volume distribution of call activities based on the schedules above.

38. What is the retention rate or turn-over rate of the current employees of the incumbent?

a. We are unaware of the information currently, for we do not control the employment. They work for the company not us. I can say turnover is not that frequent.

39. Are there any Veteran employees with the incumbent supporting this contract?

a. We are unaware of the Veteran status of the current employees.

40. When is the anticipated kick-off meeting for this contract?

a. Upon award the security process will begin. Contract becomes active October 1, 2019.

41. Please confirm the average volume of calls per day is over 200,000 average handling time less than 30 seconds per each call? Is there any expectation of a huge increase of calls or surge? If, yes on what condition? Would the VA request additional personnel outside this contract? Through tasking order?

a. No, the number of calls per day is not over 200,000, no we do not expect an increase in calls, no we would not request additional personnel outside the contract.

42. Under the QASP ID 5 Abandoned Call Rate (Section 1) The monthly call rate shall be maintained no higher than 5.0% measured monthly. Please explain how that measurement correlates with the "No more than 3 occurrences per year"?

a. The percentage rate of abandoned calls is calculated by the system. This relates to the no more than 3 per year as such: The successful offeror shall not have over 5.0% more than 3 times a year.

43. Is there any disincentive for the contractor if not meeting the QASP Acceptable Quality Level?

a. Failure to meet the QASP factors will be not to exercise the option period. Service will be re-solicited.

44. What is the VA's expected recovery or actions taken to employees that are substandard in performance? What is the VA's expected time frame to fill the position, once someone vacates or has been terminated for that position?

a. Substandard performance would get two warning, before supervisor is noticing to replace personnel.

45. Does the VA have a workforce management tool that the contractor can use for this contract? If not, can the VA provide one?

a. No, we do not have a tool for vendor utilization and cannot provide.

46. What is the current call center seating capacity of the existing facility? How much is currently being utilized?

a. There are currently six (6) seats available.

47. Does the VA have the ability to extend the incumbent's contract to continue providing services through any potential delays in procurement under this solicitation?

a. Yes, we do this capability.

48. Is there any overtime work done on this current contract? If yes how much overtime or additional hours worked?

a. No overtime is not authorized

49. Please provide more details and volume of outbound calls, faxing or other communication and administration requirements per day for the Switchboard Operator?

a. There is no faxing required, there shall not be any personal outbound calls. Outbound calls consist of transfers to another number, whether number at the Biloxi or Florida campus.

See attached document: P07 New Harrison County, MS Wage Determination 15-5147 Revision 9.