Amendment 0001 RFQ 47PL0220Q0014.pdf

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Call Center and Facilities Operations Support for GSA Region 10
Solicitation number
47PL0220Q0014
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Solicitation�47PL0220Q0014�� � ���Call�Center�and�Facilities�� �����Operations�Services� ����Amendment�0001�

Continued�from�Block�14…�

The�purpose�of�this�Amendment0001�to�solicitation47PL0022Q0014�is�to�issue�the�following�additional� information/�clarification/�answer(s)�in�response�to�the�questions(s)�GSA�received�as�of�May�29,�2020.� Question(s)�and�Answer(s):�� Q1.�Can�the�Government�please�provide�Incumbent�Name�and�Incumbent�Contract�value,�if�they�are�at� liberty�to�provide?� [A1].�As�stated�in�the�solicitation,�McKinstry�Essention,�LLC�currently�provides�Call�Center� Services�for�Region�10�under�contract�GS-10-P-17-LS-A-0005/�GS-P-10-17-LS-0058.�The�current� monthly�price�is�$21,667.00.�It�is�the�responsibility�of�each�quoter�to�ensure�their�quote�is�based� on�the�PWS�in�this�solicitation�that�has�been�issued.� Q2.�Can�the�Government�please�confirm�that�there�is�no�page�limit�for�Technical�Capability�Volume?� [A2].�Please�reference�section�L1�-�Instructions�for�submitting�quote.�The�solicitation�does�not� specify�a�page�limit�for�RFQ�quote�package.�Please�ensure�your�quote�package�includes�all� requirements�as�outlined�in�Section�L.�

Q3.�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?� [A3].�Per�Section�M.2.I�the�Procedures�Plan�shall�include�a�staffing�plan,�including�key�personnel,� and�per�Section�1.9.3�resumes,�including�any/all�certifications�and�licenses,�of�key�personnel�will� be�submitted�to�the�COR/CO.�Please�also�reference�1.10�for�additional�information�on�Key� Personnel.� Q4.�Can�the�Government�please�provide�with�the�historic�volume�of�service�desk�requests�of�different� locations?� [A4].�Please�reference�Exhibit�6�of�this�solicitation.� Q5.�Can�the�Government�please�provide�number�of�Full�time�Equivalents�(FTE’S)�and�Part�time� Equivalents�(PTE’S)�for�this�Contract?� [A5].�Contractors�are�responsible�for�determining�and�identifying�a�staffing�plan�that�will�meet�the� performance�requirements�outlined�in�the�solicitation,�and�ensuring�staffing�plan�meets�the�hours� of�operation�requirement�in�Section�C.1.4.2.�� Q6.�Can�the�Government�please�provide�the�Shift�timings�for�the�Customer�Service�Representatives?� [A6].�Contractors�are�responsible�for�determining�and�identifying�a�staffing�plan�that�will�meet�the� performance�requirements�outlined�in�the�solicitation,�and�ensuring�staffing�plan�meets�the�hours� of�operation�requirement�in�Section�C.1.4.2.�� Q7.�Can�the�Government�please�clarify�that�Customer�Service�Representative�Supervisor�also�performs� dual�hatted�� as�Customer�Service�Representative?� [A7].�Contractors�are�responsible�for�determining�and�identifying�a�staffing�plan�that�will�meet�the� performance�requirements�outlined�in�the�solicitation,�and�ensuring�staffing�plan�meets�the�hours� of�operation�requirement�in�Section�C.1.4.2.�� Q8.�Can�the�Government�please�clarify�that�Alternate�Customer�Service�Representative�Supervisor�also� performs�as�dual�hatted�Customer�Service�Representative?�

����Amendment�0001�

[A8].�Contractors�are�responsible�for�determining�and�identifying�a�staffing�plan�that�will�meet�the� performance�requirements�outlined�in�the�solicitation,�and�ensuring�staffing�plan�meets�the�hours� of�operation�requirement�in�Section�C.1.4.2.�� Q9.�Can�the�Government�please�specify�if�Letters�of�Commitment�are�required�or�not?� [A9].�The�solicitation�does�not�specify�a�requirement�for�Letters�of�Commitment�the�RFQ�quote� package.�Please�ensure�your�quote�package�includes�all�requirements�as�outlined�in�Section�L� and�that�you�would�be�prepared�to�fulfill�the�scope�in�full�should�you�be�issued�the�award� Q10.�Can�the�Government�please�provide�the�current�total�contract�life�cycle�value?� [A10].�Please�reference�answer�[A1].� Q11.�Why�has�this�bid�been�released�at�this�time?� [A11].�The�Government�has�a�need�for�these�services�and�is�therefore�soliciting�for�them�to�be� performed.� Q12.�Please�describe�your�level�of�satisfaction�with�your�current�or�recent�vendor(s)�for�the�same� purchasing�activity,�if�applicable.� [A12].�Please�reference�the�Combined�Synopsis/�Solicitation�which�states,�“Because�the� specifications�are�performance�based,�it�is�the�responsibility�of�the�Quoter�to�review�the�entire� solicitation�and�base�their�quote�on�the�solicitation”.��� Q13.�Has�the�current�contract�gone�full�term?� [A13].�Yes.� Q14.�Have�all�options�to�extend�the�current�contract�been�exercised?� [A14].�Yes.� Q15.�Who�is�the�incumbent,�and�how�long�has�the�incumbent�been�providing�the�requested�services?� [A15].�Please�reference�Section,�“Notice�Concerning�Solicitation,�Current�Contractor”�and�Section,� “Combined�Synopsis/Solicitation”.� Q16.�How�are�fees�currently�being�billed�by�any�incumbent(s),�by�category,�and�at�what�rates?� [A16]:�Contractors�are�responsible�for�determining�and�identifying�a�staffing�plan�that�will�meet� the�performance�requirements�outlined�in�the�solicitation.�While�the�contract�does�not�dictate� labor�categories,�anticipated�labor�categories�to�meet�the�scope�are�Customer�Service� Representative�II�and�Customer�Service�Representative�III.�Please�reference�the�applicable�Wage� Determination�included�in�this�solicitation�as�well�as�the�SCA�Directory�of�Occupations�for� additional�details�on�those�labor�categories.�� Q17.�What�estimated�or�actual�dollars�were�paid�last�year,�last�month,�or�last�quarter�to�any� incumbent(s)?� [A17].�Please�reference�Section,�“Notice�Concerning�Solicitation,�Current�Contractor”�and�Section,� “Combined�Synopsis/Solicitation”.� Q18.�Please�provide�a�complete�list�of�the�means�of�inbound�and�outbound�communication�the�call�center� must�accommodate.� [A18].�Reference�Exhibit�6,�Call�Center�Data�History.��� Q19.�Is�previous�experience�with�any�specific�customer�information�systems,�phone�systems,�or�software� required?� [A19].�Scope�requirements�are�provided�in�the�Performance�Work�Statement�in�the�solicitation.� Please�reference�Section�C�in�full.�Also�reference�M.2.II,�Prior�Experience�in�full.�

����Amendment�0001�

Q20.�What�is�the�minimum�required�total�call�capacity?� [A20].��Reference�Exhibit�6,�Call�Center�Data�History.��Also�reference�M.2.II,�Prior�Experience�in� full.� Q21.�What�is�the�minimum�simultaneous�inbound�call�capacity?� [A21].��Reference�Exhibit�6,�Call�Center�Data�History.��� Q22.�What�is�the�maximum�wait�time?� [A22].��Reference�Exhibit�6,�Call�Center�Data�History.��� Q23.�What�is�the�maximum�hold�time?� [A23].��Reference�Exhibit�6,�Call�Center�Data�History.��� Q24.�What�percentage�of�inbound�calls�must�be�answered�by�a�live�operator?� [A24].��100%,�reference�Exhibit�5,�Acceptable�Quality�Level.��� Q25.�What�percentage�of�calls�must�be�resolved�without�a�transfer,�second�call,�or�a�return�call?� [A25].�100%�of�calls�must�be�resolved�without�a�transfer.�There�may�some�second�calls�or�return� calls�when�providing�updates�to�the�tenants�concerning�service�request.�Reference�Exhibit�5,� Acceptable�Quality�Level,�“Routing,�Delivery,�and�Closeout”.� Q26.�What�is�the�maximum�percentage�of�calls�that�can�be�terminated�by�the�caller�without�resolution?� [A26].�There�is�no�maximum�percentage.�If�a�tenant�request�that�a�work�request�be�terminated�the� call�center�will�notify�the�appropriate�personnel�to�cancel/close�out�the�work�request.� Q27.�Is�there�a�minimum�or�maximum�number�of�operators�and�supervisors?� [A27].�The�contractor�is�responsible�for�identifying�a�staffing�schedule�that�meets�the�Scope� requirements�within�the�Performance�Work�Statement�of�the�solicitation.�Please�reference�Section� C�in�full.� Q28.�What�are�the�call�center's�hours�of�operation?� [A28].�Reference�Section�C.1.4.2,�for�the�hours�of�operation�requirement.�� Q29.�What�are�the�required�language�options?� [A29].�Reference�Section�1.10.3,�English�is�the�required�language�for�services.�

Q30.�What�is�the�required�degree�of�dedication�for�the�call�center?� [A30].�The�contractor�is�responsible�for�identifying�a�staffing�schedule�that�meets�the�Scope� requirements�within�the�Performance�Work�Statement�of�the�solicitation.�Please�reference�Section� C�in�full.� Q31.�What�is�the�required�degree�of�dedication�for�the�operators?� [A31].�The�contractor�is�responsible�for�identifying�a�staffing�schedule�that�meets�the�Scope� requirements�within�the�Performance�Work�Statement�of�the�solicitation.�Please�reference�Section� C�in�full.� Q32.Are�callers�required�or�allowed�to�connect�with�a�message�verification�system�or�pre-recorded� message�before�connecting�to�a�live�operator,�or�must�a�live�operator�be�the�initial�contact?� [A32].�No,�this�requirement�calls�for�live�operators;�reference�Exhibit�5,�Acceptable�Quality�Level.��� Q33.�What�information�is�to�be�included�in�call�logs?� [A33].�Please�reference�Exhibit�3�of�this�solicitation.� Q34.�What�was�your�average�monthly�call�volume�over�the�past�year?� [A34].�Please�reference�Exhibit�6�of�this�solicitation.�

����Amendment�0001�

Q35.�What�is�the�current�number�of�seats�for�operators�and�supervisors�at�your�existing�call�center?� [A35].�Contractors�are�responsible�for�determining�and�identifying�a�staffing�plan�that�will�meet� the�performance�requirements�outlined�in�the�solicitation,�and�ensuring�staffing�plan�meets�the� hours�of�operation�requirement�in�Section�C.1.4.2.�Also�reference�Section�F.1.,�Place�of� Performance.� Q36.�What�is�the�current�average�wait�time�for�phone�calls?� [A36].�Reference�Exhibit�6,�Call�Center�Data�History.��� Q37.�What�is�the�current�average�handle�time�for�phone�calls�and�other�types�of�communications?� [A37].�Reference�Exhibit�6,�Call�Center�Data�History.��� Q38.�What�is�the�current�average�after-call�work�time�for�operators?� [A38].�Reference�Exhibit�6,�Call�Center�Data�History.��� Q39.�Over�the�past�year,�what�is�the�percentage�of�calls�received�in�English�versus�non-English?� [A39].�No�calls�were�received�in�other�than�English-�(0%).��Reference�Section�1.10.3,�English�is�the� required�language�for�services.�

Q40.�Over�the�past�year,�what�percentage�of�calls�received�were�in�Spanish?� [A40].�No�calls�were�received�in�Spanish-�(0%).�Reference�Section�1.10.3,�English�is�the�required� language�for�services.�

Q41.�What�time�of�day,�days�of�the�week,�or�times�of�the�year�do�calls�typically�peak?� [A41].��Reference�Exhibit�6,�Call�Center�Data�History.��� Q42.�Would�General�Services�Administration�(GSA)�consider�allowing�Contractors�under�NAICS� Code�561422�(Telemarketing�Bureaus�and�Other�Contact�Centers)�with�PSC�D399�to�respond?��The� small�business�size�standard�under�this�NAICS�is�also,�$16.5M.�� [A42].��Thank�you�for�your�input.�GSA�will�not�be�amending�our�requirements.�

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