Pre-Quote Conference Agenda Call Center 6_3_2020.pdf

PRE-QUOTE CONFERENCE

Monday, June 1, 2020 1:00 P.M. Pacific

*VIRTUAL CONFERENCE

Call Center and Facilities Operations Support for GSA Region 10 locations in Washington, Alaska, Idaho, and Oregon

SOLICITATION 47PL0220Q0014

Everyone in attendance for the Pre-Quote Conference will be signed in on the attendance sheet, (which will be posted to beta.SAM.gov following the conference).

Karisa Kelley, Contract Specialist (CS) led the pre-quote meeting and the virtual conference.

1. CONFERENCE PURPOSE

The purpose of the pre-quote conference is to provide potential quoters with general information about the solicitation. It is not intended to be a comprehensive description of all requirements of the solicitation and subsequent contract. All quoters shall ensure they read and understand the solicitation in full.

Any oral responses to questions raised during the conference shall not be construed as an official answer. All questions and official answers will be documented in writing via an amendment to the solicitation package posted to beta.SAM.gov.

2. GENERAL

This procurement is for Call Center and Facilities Operations Support for GSA Region 10:

Location: Physical worksite to be identified by the contractor. Personnel under this contract will not be required to physically report to a federal facility.

This solicitation is posted as full and open under NAICS 541618.

3. CURRENT CONTRACTOR

The current contractor is McKinstry Essention, LLC, located in Seattle, Washington. The current monthly price is $21,667.00. 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.

4. PERFORMANCE PERIOD / PRICE ADJUSTMENT

This is a firm-fixed price contract with the possibility of 1 base year plus 4 option years. Performance for the base year is expected to commence on October 1, 2020. At time of award, GSA reserves the right to reduce the base year period of performance to less than 12 months (but no less than 6 months) and any reduction to the base year period of performance will result in a revised start date for the option years. The option years will remain at the anticipated 12-month period of performance.

The contract price may be adjusted at each option period in accordance with the Fair Labor Standards Act with the actual increase or decrease in wages and fringe benefits determined by any changes to the wage determination.

Therefore, all option year pricing must be based on the pricing in the current wage determination.

5. SCOPE OF WORK

This is a non-personal services contract to provide GSA Call Center support services for GSA’s facility management branch. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform GSA Call Center services as defined in this Performance Work Statement (PWS), except for those items specified as government furnished property and services. The Contractor shall perform to the standards in this contract.

1.7.2. Experience, Software Knowledge and Skills:

Contractor to determine any other proficiencies needed to meet or exceed minimum quality standards, and appropriate terms and conditions of the contract. GSA has identified the following knowledge and skills necessary to perform the PWS.

Be proficient with:

IBM® Maximo Asset Management Software 7.6 or greater GSA systems such as NCMMS after contract award, training on required service procedures will be provided by the Government. Microsoft Windows - currently supported IBM Version Microsoft Office 2010 (Professional) Google Applications (not limited to: Google Mail, Google drive, Google Calendar) Foxit Phantom PDF Editor or equivalent

a. This support includes dispatch, but is not limited to: receive facility service requests by various electronic mean and create, monitor, update and close-out of work requests, including any action(s) taken by various service personnel.

b. Use Government provided electronic web based tool for creating, updating and reporting on active and historical work requests.

c. Data input using GSA National Computerized Maintenance Management System.

d. Contractor will provide electronic web based tool for maintaining call out procedures and building contact list. Migrate Historical Data to New Systems (if applicable).

e. Hours of Operation: Provide 24-hour operations, 7-days a week to include federal holidays. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When providing contract employees, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

f. The Contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services.

(Reminder: This is not a summation of the requirements in full, just a reiteration of some of the elements.)

6. QUALIFICATIONS OF PERSONNEL (C.1.10.)

Refer to section C.1.10 for specific information related to personnel qualifications.

7. BASIS OF AWARD (M.1)

Evaluations will be conducted in accordance with FAR Subpart 12.6 and 13.5.

An award will be established with the responsible contractor whose quote conforms to the requirements outlined in this RFQ and is most advantageous to the Government based on the best value determination. GSA will determine best value to the Government based on evaluation of price with non-price factors considered. The combined weight of the non-price factors is more important than price.

The technical criteria (non-price factors), listed in descending order of importance, for this requirement, are as follows:

• Operating Procedures Plan

• Prior Experience

• Past Performance

The solicitation will require vendors’ quote packages to price options, which will be included in the overall evaluation of offers for award in accordance with FAR Subpart 17.2. The quote must submit firm-fixed prices for every line item listed under each performance period in the SF18.

Only those quote packages that fully meet all submission and eligibility requirements as outlined in the RFQ will be considered acceptable.

Note: The Government intends to evaluate quotes and award without discussions with the quoter. Therefore, the Quoter's initial quote should contain the Quoter's best terms. The Government reserves the right to conduct discussions if the Contracting Officer later determines them to be necessary.

8. DESCRIPTION OF EVALUATION FACTORS

Please ensure to reference Section M.2 in total for evaluation Factors and explanations.

1.16. Operating Procedures. The contractor shall provide a written procedures document to COR/CO with the submission of the quote package. The procedures document shall provide a detailed plan describing the methods and/or procedures the Contractor will use to assure the requirements, incorporating all updates, describing non-proprietary methods or procedures and ensuring performance standards are met or exceeded during the contract. Use Section 2 for appropriate procedure definitions. (See, Deliverables, 6.3.1.c.)

The operating procedures should include, but not limited to the following:

The outcomes envisioned for the GSA.

The technology the Contractor will use to implement the Facility Management Call Center.

o Define the proposed Contractor products and any specific requirements.

General procedures for current calls and/or dispatch services.

o Methodology to confirm receipt of inbound work order closeout requests.

o Methodology to document and report for outbound messaging receipt, misdirected calls, steps taken to resolve, and the time required to correct the error from the time of the original request until the request was corrected.

o Methodology to store, update and utilize call out procedures.

o Policy and specific procedures for responding to emergency alarms, bomb threats, or suspect incendiary devices, in each facility being served.

Performance standards (Contractor’s measures of success) such as:

o Customer Service Representative Performance measures.

o Call handling measures (hold time, routing, delivery verification, abandoned calls, etc.)

Verification that quality standards have or have not been met.

Staffing plan to include key personnel.

II. Prior Experience

This criterion will measure the breadth, depth and relevance of a contractor’s prior experience in performing projects similar in size, scope and complexity to the one described in this solicitation.

Similar size is primarily determined by experience with comparable dispatch volume demonstrated by a minimum volume of 2,000/month of requests by various electronic means.

Similar scope is defined by performance of the same type of services (reference paragraph below for additional details).

Or similar complexity is defined by the same types of facilities; for general office and courthouse space.

Previous projects may have been governmental (federal, state, or local) or private sector contracts.

Experience on similar projects for the Federal Government is considered an asset.

Prior experience by predecessor companies and or affiliated key personnel and subcontractors may be considered.

By the closing date for receipt of quotations, the contractor is requested to submit a detailed descriptive listing of a minimum of 3 projects that meet the following:

Minimum of 5 years of recent (within past 7 years) of highly successful experience operating a Facility Management Call Center including all management, supervision and labor services of similar scope and type of services delineated in this PWS. Highly successful is defined as meeting/exceeding many contract requirements with few and minor problems while implementing highly effective corrective actions when necessary.

Projects must show experience utilizing a proven and tested state-of-the-art Computerized Maintenance Management System (CMMS) infrastructure (hardware, software, operations and telecommunications network)

Projects include receipt of service requests by telephone, email, integrated fax, Internet and Building Monitoring and Control System (BMC) coded messages and immediately distribute work request to appropriate service providers.

For Contractor Team Arrangements (CTA), joint ventures, or any major subcontractor arrangements, the teaming agreement between both parties should be submitted detailing ownership stakes, roles and responsibilities. Projects may be submitted for the CTA/joint venture as an entity or for an individual member of the CTA/joint venture.

Prior experience working together in a CTA/joint venture minimizes risk to the Federal Government.

More recent experience may be deemed to have greater importance than less recent experience.

The detailed description submitted for each project should include, as a minimum, the following information:

a. Average monthly call volume under the contract.

b. Type of facility, nature of tenant mission and population, square footage.

c. Description of services provided and the offeror’s level of responsibility and authority on the project.

d. Date of contract start and completion, including options.

e. Name, title, address, telephone number, and email of customer contact. It is incumbent on the offeror to ensure the reference information is current and accurate.

A cover sheet for the contractor’s use (Attachment 1) is provided in the solicitation. This cover sheet will provide for a summary of the information above, however, the contractor will still be required to submit detailed information further describing the project.

III. Past Performance

Past performance will be evaluated by analysis of the information requested and provided under Prior Experience (above), as well as information obtained through interviews with the offeror’s customers and/or the building's owner or a representative of the owner.

In addition to those references provided directly by the offeror, the Contracting Officer may identify and analyze the relevant past performance of the offeror on any other contract on which they have performed within the past seven

(7) years of which the Contracting Officer has knowledge or obtains knowledge, to include, but not limited to, the Past Performance Information Retrieval System (PPIRS) and Federal Awardee Performance and Integrity Information System (FAPIIS).

9. INSTRUCTIONS FOR SUBMITTING QUOTE (L.1)

Quote packages are to be furnished electronically to karisa.kelley@gsa.gov no later than June 12, 2020, at 2:00 PM Pacific. All quote packages received after the due date and time will be considered late and will not be evaluated for award.

Provided below are instructions for the preparation and submission of quotes. The purpose is to establish requirements for the format and content of quotes so that quotes are complete, contain all essential information and can be evaluated equitably.

The RFQ package shall be as follows:

1. Pricing Information - Signed Standard Form 18, including pricing for base and all option years and acknowledgement of any amendments NOTE: To date Amendment 001 was issued on Thursday 5/28/2020.

2. Completion of 52.204-24 Representation Regarding Certain Telecommunications and Video Surveillance Services (Reference Section K).

3. Quoters are to include a completed copy of the provision at 52.212-3, Offeror Representations and Certifications- Commercial Items, with their quote.

4. Prior Experience (Attachment 1) in accordance with Section M.2. Reminder that Prior Experience must meet the relevancy criteria outlined in M.2.II.

5. Vendor Validation Information (Attachment 4).

6. Operating Procedures - The contractor shall provide a detailed plan describing the methods and/or procedures the Contractor will use to assure the requirements and performance standards are met or exceeded with the submission of the quote package. Contractor shall ensure Operating Procedures addresses ALL items identified in Section 1.16.

7. Subcontracting Plan - To be completed by the offeror and submitted with the proposal. GSA may accept and incorporate the subcontracting plan following award.

Ensure your SAM.gov records are active, accurate and complete based on the NAICS code assigned to this procurement (541618).

The quoter should also ensure that company name and address information stated on any quote document is an exact match with the information in SAM.gov.

10. CHANGES TO THE SOLICITATION

Any change to the solicitation will be issued by amendment. Quoters will be responsible for monitoring beta.SAM.gov for amendments and/or additional information.

All quotes submitted must acknowledge all amendments to the solicitation by signing each amendment in Blocks 15a – 15c and returning with your quote. Failure to do so may result in the disqualification of the quote as being non-responsive.

11. QUESTIONS

As mentioned previously, any oral responses to questions raised during the conference shall not be construed as an official answer. All questions and official answers will be documented in writing via an update to the solicitation package posted on beta.SAM.gov.

Questions regarding the solicitation must be submitted in writing to Karisa Kelley, Contract Specialist at karisa.kelley@gsa.gov and Jessica Wilde, Contracting Officer, at jessica.wilde@gsa.gov. The deadline for submitting all questions is by June 4, 2020. All questions and answers will be posted on beta.SAM.gov.

Prepared by:

Karisa Kelley Contract Specialist Acquisition Management Division GSA, PBS, Northwest/Arctic Region karisa.kelley@gsa.gov