41_-_Q&A_Amendment_01.pdf

RFP 47QFCA19R0003 – Q&A

Attachment 41

Questions and Answers

47QFCA19R0003

PART #

Paragraph

Paragraph Title Question Government Response

RFP

Rephrased: [Will the Government consider revising the solicitation to address AbilityOne/NIB participation?]

Yes. Please see revised language at RFP

Section 6.2.1.2.6 c, Section 7.1 c, Attachment 43.

1.0 and 2.0 Introduction and

Scope of work

Who is Military One Source's incumbent provider of these services?

The incumbent is Beacon Health Options

(formerly ValueOptions).

1.0 and 2.0 Introduction and

Scope of work

What is Military OneSource's satisfaction level with the current provider?

The Government will not provide current program performance information.

4 4.12.2

MINIMUM

REQUIREMENTS

OF STATE

CONSULTANTS

PROGRAM

Do the 53 state consultants need to be individually confirmed with our proposal response. For example do we need to know the specific individuals that we will have in each state and their credentials for the RFP response?

The Government allows the offeror to use

TBD for all non-Key Personnel that are not known at time of proposal submittal. Please see RFP Section 6.3.1 of the RFP.

5.0 SPECIAL

CONTRACT

REQUIREMENTS

(552.212-4

ADDENDUM

CONTINUED)

5.3.3 Director of Call

Center Operations

The Government changed the education requirements for this position in the final RFP released on 12/06/2018. This represents a change in qualifications for this position from the initial draft PWS released in 2017 and eliminates candidates with proven call center operations experience who hold degrees in other relevant fields, such as mental health. Will the Government consider updating this requirement to Bachelor’s degree and 5 years related experience. If the

Government will not update the qualifications, please provide a rationale for the change to the specific education background.

The minimum requirement for the Director of Call Center Operations has been updated to allow for Bachelor's degrees in the field related to Mental Health as well. Please see

Section 5.3.3 of the RFP for the updated language.

Paragraph Title Question Government Response

5.0 SPECIAL

CONTRACT

REQUIREMENTS

(552.212-4

ADDENDUM

CONTINUED)

5.18 Invoice

Submission

Does the Government have EDI/clearinghouse for monthly invoice submission?

Section 5.18 of the RFP is in regards to

Military OneSource program invoice submissions.

5.0 SPECIAL

CONTRACT

REQUIREMENTS

(552.212-4

ADDENDUM

CONTINUED)

5.19 Invoice

Requirements

Upon submission of the draft invoice, is there a prescribed timeline by which the Government will provide approval to the contractor to submit such invoice for payment via FEDSIM's ASSIST system?

The Government does not have a prescribed timeline due to the different levels of complexity related to invoicing on different contract types.

5.0 SPECIAL

CONTRACT

REQUIREMENTS

(552.212-4

ADDENDUM

CONTINUED)

5.19.2

Firm-Fixed-Price

(FFP) and Firm-

Fixed-Unit Price

(FFUP) CLINs

Second sentence states "The invoice shall include the period of performance covered by the invoice

(all charges shall be within the active period of performance) and CLIN number and title." Is the period of performance referencing the Invoicing period or the CLIN period? For example, Is an invoice for the period of performance 10/1/2019 -

10/31/2019 to include only costs incurred within the invoice period or may the invoice include any previously unbilled effort incurred within the base period of performance?

The PoP is referencing the invoice period.

However, the contractor may invoice for lagging charges as long as the appropriate

PoP is listed next to those charges.

5.0 SPECIAL

CONTRACT

REQUIREMENTS

(552.212-4

ADDENDUM

CONTINUED)

5.21.2

Commercial

Supplier

Agreements

Regarding the last sentence of this clause, does the

Government intend for the awardee to provide an irrevocable, perpetual, paid-up, royalty-free license (i.e., at no extra charge to the Government) to support contractors and the successor contractor to access and use commercial software tools under

No, Section 5.21 was deleted from RFP

Amendment 01.

Paragraph Title Question Government Response a Supplier Agreement upon the termination or expiration of this contract?

552.212-4

ADDENDUM

CONTINUED)

1.0 and 2.0 Introduction and

Scope of work Why is Military OneSource out to bid? The Government has a bona-fide need.

Addendum to

52.212-1 6.2.1.2.6

Pass/Fail Elements

(Tab G)- Small

Business

Subcontracting

Plan

What is the subcontracting goal for this contract?

Is there a percentage requirement?

Whereas RFP Section 6.2.1.2.6 sets forth pass/fail minimum plan content requirements for further proposal consideration, as stated in the Attachment

43 template, "Adapt the Model Plan to fit your subcontracting situation, while reflecting best faith efforts and realistic stretch goals. This model does not establish minimum requirements for an acceptable plan. It reflects objectives GSA and DoD encourages Contractors to adopt. Don’t merely repeat the DoD target goals, but put thought into maximum practicable opportunities that might be possible and achievable." Also note, that an offeror's plan/goal percentages may then be subject to negotiation in accordance with RFP

Section 7.1 c.

ADDENDUM TO

52.212-1

GENERAL

INFORMATION

For proposal purposes only, offerors shall use a

Program Start date of February 1, 2019.- please advise what the realistic expectation is to have the program start date? (as 2/1/19 is not realistically possible)

The Government plans to award in the first quarter of Calendar Year 2019.

ADDENDUM TO

52.212-1

INSTRUCTIONS

6.3.1 Program Staffing

Plan

The majority of non-Key Personnel are subject to

FAR 52.222-17, Nondisplacement of Qualified

Workers. Accordingly, the requirement to provide

The Government does not require the names for all non-Key Personnel. Please see

Section 6.3.1 of the RFP, "If the names of

Paragraph Title Question Government Response

TO OFFERORS—

COMMERCIAL

ITEMS (AUG

2018)

CONTINUED

"names of all non-Key Personnel" coupled together with the Government's stated intention to evaluate the comprehensiveness of the staffing

(RFP 7.6.2) could provide an unreasonable advantage to the incumbent. Will the Government revise their direction of the naming of non-Key

Personnel?

all non-Key Personnel are not known prior to offer submission, the offeror may indicate TBD in the Program Staffing Plan.

The names of non-Key Personnel are the only identifiers that may remain unspecified in the Program Staffing Plan. The offeror shall supply all requested information for all proposed personnel regardless of whether a name or TBD is provided."

ADDENDUM TO

52.212-1

INSTRUCTIONS

TO OFFERORS—

COMMERCIAL

ITEMS (AUG

2018)

CONTINUED

6.3.6 Corporate

Experience

As part of the two references that must be "the offeror's direct experience," in order to avoid unduly restricting the competition, will the

Government consider a contract reference under which a wholly-owned subsidiary of the offeror was the prime contractor, so long as the proposal reflects a firm commitment for the wholly-owned subsidiary to participate meaningfully in contract performance?

Yes, the Government will consider

Corporate Experience references from an offeror's wholly-owned subsidiary as part of the Corporate Experience references primed by the offeror. Please see Sections 6.3.6 and

7.6.3 of the RFP for updated language.

ADDENDUM TO

52.212-1

INSTRUCTIONS

TO OFFERORS—

COMMERCIAL

ITEMS

(AUG 2018)

CONTINUED

6.3.6 Corporate

Experience

Please confirm that the reference to

"projects/programs" does not preclude consideration of multiple different contracts for similar projects/programs.

Per Section 6.3.6 "All three projects/programs shall be contracts or orders for the performance of actual technical requirements. Master contract vehicles (e.g., Blanket Purchase

Agreements (BPA), Indefinite

Delivery/Indefinite Quantity (IDIQ) contracts) do not satisfy the Corporate

Experience requirement unless submitted together with TO(s) awarded and performed under the master contract vehicle, where the aggregate of the orders are similar in size, scope, and complexity to this requirement.

Paragraph Title Question Government Response

Furthermore, a project/program reference that consists of multiple TO references from a single master contract vehicle are acceptable only if the individual TO references are from the same client company/agency name and demonstrate interrelated requirements. Multiple contract/TO references must include an individual contract/TO number, value, and period of performance."

Attachment 21

Service

Level agreement

Line Item 51

Reference: Health & Wellness cases scheduled for appointment-92% within 3 business days.

Question: Please clarify if the requirement is to identify and offer appointment times within 3 days as opposed to scheduling as final scheduling would be dictated by the participant's schedule.

The contractor shall offer Health &

Wellness cases an appointment within 3 business days. Final scheduling is based on the participant's schedule.

Attachment 21

Service

Level

Agreement

Line Item 10

"Call Center- Follow Up Attempts-100% as agreed to by caller and as clinically appropriate"

Can the Government provide us with the definition of clinically appropriate so that we can adequately define the staffing need to achieve SLA and pricing?

The offeror should refer to Section 4.4.2.9 regarding the requirements for Outbound

Contract Services. Please see Attachment 21 of the RFP for the updated language.

Attachment 21 Line 68 SLA

Line 68 within Attachment 21 states that State

Consultant and Outreach Assistant training/orientation shall be completed as required by the Government. What are required training/orientation topics for the State Consultants and Outreach Assistants?

The requirements for training are in Section

4.1.7 of the RFP. Please see Attachment 21 of the RFP for the updated language.

Attachment 36 Corporate

Experience

Section 14 of

Template

The requirement reads: "Project Description, include Services Provided, Relevance in Size, The requirement as stated in Attachment 36 is correct. The Government is using

Paragraph Title Question Government Response

Description

Format

Scope, Complexity, Performance-Based". It seems that the end of the requirement was cut off, can the government identify what performance-based information they are looking for?

shorthand in the template to save space for the offeror's responses. The Government wants to know if the Corporate Experience reference was performance-based and how performance was measured.

Attachment 38 Attachment

Historical Data

Attachment

Could the Government please differentiate between total phone contacts (row 8 ) and total outbound calls (row 10)?

Total phone contacts include general information phone calls, cases opened by phone and follow-up attempts. See Section

4.4.2.9 of RFP for outbound calls.

Attachment 38 N/A N/A Since 2017, what is the total monthly inbound call volume 8:00 AM-5:00 PM; Monday-Friday?

The Government is not able to provide this information.

Attachment 38 N/A N/A Since 2017, what is the total monthly inbound call volume 5:00 PM-8:00 AM; Friday-Monday?

The Government is not able to provide this information.

Attachment 38 N/A N/A What is the total monthly outbound call volume

8:00 AM-5:00 PM Monday-Friday?

The Government is not able to provide this information.

Attachment 38 N/A N/A What is the total monthly outbound call volume

5:00 PM-8:00 AM; Friday-Monday?

The Government is not able to provide this information.

Attachment 38 N/A N/A What is the monthly Average Handle Time for inbound call volume?

The Government is not able to provide this information.

Attachment 38 N/A N/A What is the monthly Average Handle Time for outbound call volume?

The Government is not able to provide this information.

Attachment 38 N/A N/A Are there other forms of outbound tasks? (email, fax, chat, etc.)

There are no additional forms of outbound tasks other than those stipulated in the RFP.

Attachment 38 N/A N/A What are the Average Handle Times associated with each outbound task besides telephonic?

The Government is not able to provide this information.

Attachment 38 n/a n/a

Do you have any historical utilization data on other services requested in the PWS such as:

Special Needs, Adoption, Child Care, Elder Care, Relocation, Pet Care, Everyday Issues, etc.?

Historical utilization data on these services are identified on the “FY14 through FY17

Summary” tab in Attachment 38, under

WorkLife.

Attachment 38 n/a n/a Can you provide historical call volume of The Government is not able to provide this

Paragraph Title Question Government Response domestic calls vs international calls?

information.

Attachment 20 N/A

DIRECTOR OF

IT/COMMUNICA

TIONS AND

INFORMATION

SECURITY

MANAGER

In accordance with Attachment 20, we assume the

Director of IT/Communication Resources and the

Information Security Manager are not considered key personnel. We seek this clarification as

Section 5.3 Key Personnel identifies these two positions as Key Personnel and 100% dedicated to the Military OneSource contract. Typically these resources are responsible for the information operations and security of all, or multiple, lines of business for an organization and not required to be dedicated to a single contract. Is our assumption accurate?

The Director of IT/Communication

Resources and the Information Security

Manager are considered Key Personnel and are required to be 100% dedicated to the

Military OneSource Program. Please see

Attachment 20 of the RFP for updated language.

Attachment 24 -

Quality Assurance

Surveillance Plan

(QASP)

Surveillance

Methods

The requirement states "Government sampling: the

Government will have access to contractor systems and may conduct both qualitative and quantitative reviews of the data contained therein."

The offeror assumes this pertains to only systems used to track and monitor QASP standards, and does not include other contractor systems such as legal or financial systems. Please confirm.

Yes, the contractor systems are proposed systems that are directly supporting the

Military OneSource Program.

Attachment 24 -

Quality Assurance

Surveillance Plan

(QASP)

Military

OneSource State

Consultants

QASP requirement indicates the initial plan of support is due 3 months after award. Our understanding is that the support plan is developed in collaboration with State Joint Force

Headquarters and other key stakeholders, but this will not be possible during the 90 day transition period. Will the Government consider extending this requirement to 6 months after award to allow the contractor's State Consultants the opportunity

The QASP requirement for the "initial" plan of support is 3 months after award. The

Government does expect full collaboration of the "initial" plan during the 90 day transition-in period.

Paragraph Title Question Government Response to connect and collaborate with those stakeholders to develop a comprehensive initial plan?

Attachment 38 -

Historical Data

Non-Medical

Counseling - In-

Person Counseling

Sessions

Conducted

Will the Government expand the Historical data provided to include of the location of in-person counseling sessions by state?

The Government is not able to provide this information.

Attachment 43

43; FAR

52.219-9/

GSAR

552.219-72

MODEL PLAN

TEMPLATE

Veteran-Owned Small Business goal – FAR

52.219-9 Small Business Subcontracting Plan and

GSAR 552.219-72 Preparation, Submission, and

Negotiation of Subcontracting Plans include veteran-owned small business, but attachment 43 –

Model Plan Template does not. Please clarify if veteran-owned small business should be included in the goals for the small business subcontracting plan to be submitted.

Attachment 43 reflects the actual DoD published small business subcontracting goals for FY18 published at https://business.defense.gov/About/Goals-and-Performance/, which do not reflect

Veteran-Owned Small Business as a separate category. Offerors submitting master/individual plans shall still comply with the pass/fail subcontracting plan content requirements (inclusive of the requirement to address veteran-owned small business). Attachment 43 has now been modified to reflect veteran-owned small business as a category. Attachment 43 is a mere guide, however. Offerors are ultimately responsible for tailoring it, as necessary, for proposal purposes.

CONTINUATION

SHEET, BLOCKS

19-20, SCHEDULE OF

SUPPLIES/

SERVICES

Base

Period

CLIN 0002, 0003,

What is the intended effect of the “ceiling” prices on CLINS 2, 3, and 5, not the unit prices?

The ceiling shall be established to set a spending cap but is not intended to otherwise impact proposed FFUP pricing.

CONTINUATION CLIN 0005 The Government requires offeror to provide tax CLIN X005 Non-Medical Counseling are

Paragraph Title Question Government Response

SHEET, BLOCKS

19-20, SCHEDULE OF

SUPPLIES/

SERVICES

services including tax filing and help desk support, however the CLIN structure does not provide a mechanism for the contractor to recover costs.

Will the Government consider establishing a cost reimbursable ODC for CLIN 0005 to recover the cost of tax filing and help desk support?

FFUP CLINS, therefore all estimated costs to support the requirements of Tasks 8, 9, and 10 shall be included in the Session

Prices to include ODCs.

Cover Letter

Will the Government consider a two week extension to the January 7, 2019 due date for Parts

II, III, and IV? Such an extension will allow the offerors sufficient time to prepare a comprehensive proposal while minimizing the impact of the holidays. It is likely there will be a significant amount of questions and this will allow the offerors sufficient time to give a more responsive and best possible proposal.

The Government has released an Advanced

Notice and held Due Diligence sessions.

The timeline proposed in those events has not changed. Therefore, the Government does not plan to change the Due Date for offeror proposals.

Cover Letter N/A N/A

To allow industry more time to incorporate answers to technical questions and due to the fact that key requirements were changed in the final

RFP (e.g. all key personnel now being required to be 100% dedicated to the contract), will the

Government consider providing a 2-4 week extension?

The Government has released an Advanced

Notice and held Due Diligence sessions.

The timeline proposed in those events has not changed. Therefore, the Government does not plan to change the Due Date for offeror proposals.

Coversheet N/A N/A

This solicitation is being procured by GSA. Does a contractor bidding on this contract have to have a

GSA schedule?

No, this is an Open Market Competition.

DESCRIPTION

OF

EVALUATION

FACTORS FOR

AWARD (IN

LIEU OF 52.212-2

7.6.3

Factor 3:

Corporate

Experience

Please confirm that the holistic evaluation of corporate experiences may include the evaluation of more than three corporate experiences.

Per Section 6.3.6 "The offeror shall provide

Corporate Experience for three projects/programs performed within the last five years." The Corporate Experience factor will be evaluated based only on three experiences.

Paragraph Title Question Government Response

EVALUATION—

COMMERCIAL

ITEMS)

N/A N/A N/A

As written, the RFP’s corporate experience section restricts offerors to provide corporate experience references from the offeror’s direct experience as a prime contractor. This runs counter to the general rules governing past performance credit as summarized by the GAO in IAP World Services, Inc., B-407917.2 (July 10, 2013). ‘An agency may properly attribute the experience or past performance of parent or affiliated company to an offeror where the firm’s proposal demonstrates that the resources of the parent or affiliate will affect the performance of the offeror. The relevant consideration is whether the resources of the parent or affiliated company – its workforce, management, facilities or other resources – will be provided or relied upon for contract performance such that the parent or affiliate will have meaningful involvement in contract performance.’

Accordingly, the agency should modify the corporate experience section to permit the submission and consideration of past performance of any parent corporation or affiliated entity of an offeror, provided that the parent or affiliated entity will have meaningful involvement in the execution of the awarded contract.

Past Performance is not a factor. Please see

Sections 6.3.6 and 7.6.3 of the RFP for updated language.

Performance Work

Statement 4.3.1

Transition-in

Support

As envisioned by the RFP, transition-in costs are included with the Program Management CLIN.

However, the Program Management CLIN is fixed

The Government has considered creating a separate CLIN for transition-in and has determined that it is not necessary.

Paragraph Title Question Government Response monthly over the contract year. This creates a situation where recovery of transition-in costs would have to be recovered over a number of months. We request that the Government establish transition-in as a separate CLIN in the pricing structure.

Performance Work

Statement 4.3.1

Transition-in

Support

The RFP envisions that transition-in costs are inlcuded with the CLIN pricing for Program

Management. For contractors other than the incumbent contractor this presents a significant disadvantage, because the incumbent contractor will have no / lower transition costs. We request that the Government create a separate transition-in

CLIN and not include transition-in costs in any price comparison as part of the price evaluation

The Government has considered creating a separate CLIN for transition-in and has determined that it is not necessary. Per

Section 7.0 of the RFP; "All evaluation factors other than price, when combined, are significantly more important than price".

Performance Work

Statement 4.3.2

Transition-out

Support

As envisioned by the RFP, transition-out costs are included with the Program Management CLIN.

However, the Program Management CLIN is fixed monthly basis over the contract year. This creates a situation where recovery of transition-out costs would have to be recovered over a number of months. We request that the Government establish transition-in as a separate CLIN in the pricing structure.

The Government has considered creating a separate CLIN for transition-out and has determined that it is not necessary.

Performance Work

Statement 4.3.2

Transition-out

Support

We assume that transition-out is priced at the end of Option Year 4. Please confirm.

Yes, for proposal purposes the transition-out shall be priced as part of Option Period 4.

Performance Work

Statement 4.4.2

Military

OneSource Call

Center Minimum

Requirements

The Government requires the offeror have a call center within a 10 miles radius of the Pentagon.

The offeror assumes this distance is measured in land/road mileage rather than air miles. Please confirm this distance is measured in air miles.

Yes, the Government's intent was that the distance is to be measured in land/road mileage not air miles. Please see section

4.4.2 of the RFP for updated language.

Paragraph Title Question Government Response

Performance Work

Statement

4.11.2.3 Outreach

Will the Government provide historical volumes, or anticipated volumes, of the number of

SMS/MMS the contractor will be expected to deliver per month to ensure contractor incorporates adequate staff resources to fully support this requirement?

The Government is not able to provide this information.

Performance Work

Statement

4.11.2.3 Outreach

Will the Government provide a data exchange mechanism to update the Government CMS with

Opt-out requests?

No. The contractor shall update participant profiles in the CMS to identify participant opt-out requests. Please see section 4.11.2.3 of the RFP for updated language.

Performance Work

Statement

4.11.2.3 Outreach

The contractor is required to send SMS/MMS to target audience as directed by the Government.

Please confirm that Government will provide the contact numbers for the targeted audience that has opted-in to receive SMS/MMS to the contractor for each outreach? If the Government will not provide the contact numbers, please confirm that the contractor will have the ability to query the

Participant phone numbers from the Government

CMS.

The Government will provide the contact information for the targeted audience that has opted-in for outreach. Please see

Section 4.11.2.3 of the RFP for updated language.

Performance Work

Statement and

Attachment 22

4.11.2.1 Distribution and

Shipping

To ensure the offeror is prepared to manage distribution volumes, will the Government provide historical data for FY 2016 and FY 2017 of the quantity of shipments each month?

The monthly average for educational and marketing materials ordered for FY2016 was 135,694. The monthly average for

FY2017 was 95,377. Lower utilization in

FY2017 was due to item availability during

Military OneSource rebranding project.

Performance Work

Statement and

Attachment 22

4.11.2.1 Distribution and

Shipping

To ensure the offeror is prepared to manage distributions volumes, will the Government provide historical data for FY 2016 and FY 2017 for the average weight per package shipped?

The Government is not able to provide this information.

Paragraph Title Question Government Response

Performance Work

Statement and

Attachment 22

4.11.2.1 Distribution and

Shipping

Tab 1 "Master Material Listing" reflects FY 2011 volumes. Will the Government update Attachment

22 in order to reflect FY 2017 inventory?

Please see Attachment 22 of the RFP for updated information.

Performance Work

Statement and

Attachment 22

4.11.2.1 Distribution and

Shipping

Will the Government provide cube data points available for each item to include case and skid cube?

The Government is not able to provide this information.

Performance Work

Statement and

Attachment 22

4.11.2.1 Distribution and

Shipping

Will the Government provide data to reflect how often items are added to or removed from the inventory?

Inventory fluctuates based on the needs of participants. Predictive data is not available.

Performance Work

Statement and

Attachment 22

4.11.2.1 Distribution and

Shipping

What data points are provided for any new item added to the program?

The Government is not able to provide this information.

Performance Work

Statement and

Attachment 44 -

Case Management

System (CMS)

Call Center User

Guide

4.4.2.7 Wounded Warriors

The CMS user guide references Recovering

Warrior. Please confirm this is the data that will be captured and reported on for Wounded Warrior services as described in the PWS section?

Yes, recovering warrior data will be captured and reported as Wounded Warrior described in the PWS Section 4.4.2.7.

PWS 4.0 4.1.3

COORDINATE A

PROGRAM

KICK-OFF

MEETING

Should the cost of travel associated with events such as the kick-off meetings and all other travel needed for the contract, that will be incurred by

Program Management staff, be billed through the

Travel CLIN (CLIN 7B) or is this travel expected to be part of the FFP of the Program Management

CLIN (CLIN 1)?

The only billable travel cost that should be charged to the Travel CLINs (X007B

Strategic Outreach Long-Distance Travel) shall be in support of Task 11 Strategic

Outreach Support. All billable travel cost for Program Management Support shall be included in the FFP Program Management

CLINs (X001).

PWS 4.0 4.1.6

PREPARE TRIP

REPORTS

Is all Travel, requiring a Trip Report, billable under the Travel CLIN (CLIN 7B)?

Trip reports are only required for billable travel under CLINs X007B.

PWS 4.0 4.1.8.1

MINIMUM

REQUIREMENTS

Submissions of reports shall be in Microsoft

(Word or Excel) format and "uploaded directly to

The tool used by the Government is e-mail, but others may be required as directed by

Paragraph Title Question Government Response

FOR MONTHLY

REPORTS

a folder specified by the Military Community

Support Programs Team upon award." What mechanism will be used to provide remote access to the folder structure?

the Government post award.

PWS 4.0 4.1.8.1

MINIMUM

REQUIREMENTS

FOR MONTHLY

REPORTS

There appears to be a discrepancy in the annual reporting requirements. The PWS no longer reflects the need for annual reporting; however, in

Attachment 18, Reporting Requirements, there are two references to annual reporting, found in

Sections 2.19 and 2.20.9. Please clarify if the requirement for annual reporting remains and if so, are there any other annual reporting requirements outside of Attachment 18 Sections 2.19 and 2.20.9.

The annual reporting requirements that are mentioned in Attachment 18 are part of the

Military OneSource Report, which is also deliverable 18 in the RFP and is mentioned in Section 4.1.8.1 of the RFP. The Military

OneSource Report is a monthly report that has annual delivery as well per Attachment

18 of the RFP.

PWS 4.0 4.2.2

CASE

MANAGEMENT

SYSTEM (CMS)

SUPPORT

REQUIREMENTS

This paragraph discusses costs associated with

ECA's. Is this cost to be billed through the ODC

CLIN (CLIN 7C) or is this cost intended to be part of the FFP Program Management CLIN (CLIN 1)?

Paragraph 4.2.2 is under Task 2 Case

Management Support. All billable cost related to Tasks 1, 2, and 3 shall be included in the FFP for CLINS X001.

PWS 4.0 4.4.2.10

INTERPRETATI

ON AND

TRANSLATION

SERVICES

Are costs for interpretation and translation services to be included as part of the FFP in CLIN 2 or are they to be billed under the ODC CLIN (CLIN

7C)?

The only billable ODCs that should be charged to the ODC CLINs (X007C

Strategic Outreach ODCs) shall be in support of Task 11 Strategic Outreach

Support. All billable ODCs for Task 4

Military OneSource Call Center Support shall be included as part of the FFUP for

CLINs X002 (Call Center Operations).

PWS 4.0 4.10.3

MINIMUM

REQUIREMENTS

FOR TAX

SUPPORT

SERVICES

Please clarify what is meant by, “the contractor shall also offer Tier I/Level 1 help desk capability for the tax filing service".

The Government requires the contractor to offer help desk support for participant queries and issues with electronic tax filing.

Please see Section 4.10.3 of the RFP for updated language.

Paragraph Title Question Government Response

PWS 4.0 4.12.2

MINIMUM

REQUIREMENTS

OF STATE

CONSULTANTS

PROGRAM

Are the labor and travel expenses of the local outreach assistants to be billed under the Travel and ODC CLINs (CLINs 7B and 7C)?

The billable Labor, Travel, and ODCs in support of Task 11 (Strategic Outreach

Support) shall be appropriately billed to

CLINS X007A, X007B, and X007C based on the type of cost being billed.

PWS 4.0 4.3

TRANSITION

SUPPORT

Section 4.3 – Transition Support – contains a set of activities the Contractor must do to support transition-in (4.3.1) and transition-out (4.3.2).

Would the Government consider including a separate CLIN for transition-in and for transition-out so that bidders are able to accurately display these costs?

The Government has considered making this a separate CLIN and decided that an additional CLIN is not required.

PWS 4.0 4.4.2.6

SPECIALTY

CONSULTANTS

Please describe the minimum education requirements for Specialty Consultants.

The education requirement for specialty consultants mirrors that for triage consultants in PWS 4.4.2.1. Please see

Section 4.4.2.6 of the RFP for updated language.

PWS 4.0 4.10.3

MINIMUM

REQUIREMENTS

FOR TAX

SUPPORT

SERVICES

Paragraph 4.10.3 states that eligible participants shall be able to link directly to the tax filing service via the restricted Military OneSource web presence. In a review of the existing environment, it appeared that the tax filing link was located on the .mil site rather than the contractor web presence. Is it the Government's intent to move the tax filing services from the .mil site to the contractor's web presence?

No, eligible participants shall be able to link directly to the tax filing service via the

Government public website

(militaryonesource.mil). Please see Section

4.10.3 of the RFP for updated language.

PWS 4.0 and

Attachment 21

4.1.7.e and

SLA 36

TRAINING

PWS 4.1.7.e states Mandated Reporting and Duty to Warn training shall be renewed every six months for Military OneSource call center staff;

and annually for non-medical counselors and network providers, health and wellness coaching

The Government requires Restricted

Reporting, Mandated Reports and Duty to

Warn Reports and protocols refresher training for call center staff every six months as outlined in PWS Section 4.1.7.e.

Paragraph Title Question Government Response and financial counselors. Additionally, it states

"training shall be renewed on an annual basis, with the exception of Restricted Reporting, Mandated

Reports and Duty To Warn Reports and protocols training, which shall be renewed every six months for Military OneSource call center staff only."

Attachment 21 (SLAs) indicates that refresher training for Military OneSource staff shall be provided every six months and does not stipulate that the training provided every six months is for

Mandated Reporting and Duty to Warn only and only for call center staff. Please clarify the requirement of annual refresher training.

Please see Attachment 21 of the RFP for the updated language.

PWS 5.0 5.18

INVOICE

SUBMISSION

This solicitation is being procured by GSA. Do quarterly sales and IFF payments need to be made on this contract?

No, quarterly sales and IFF payments do not apply to this standalone, open market contract.

PWS 5.0 5.19.3

T&M OTHER

DIRECT COSTS

(ODCs)

Please clarify if a Request to Initiate Purchase or a

Consent to Purchase is required for each ODC?

An approved RIP/CTP will be required for each purchase. The contractor shall not make any purchases without an approved

RIP from the FEDSIM COR or an approved

CTP from the FEDSIM CO. Please see

Section 5.19.3 of the RFP for updated language.

PWS 5.0 5.2.1

COMMERCIAL

SUPPLIER

AGREEMENTS

Please clarify (1) that the commercial supplier agreements would only apply on agreements the government approved to be billable as an ODC and (2) can the Government provide examples of what agreements may be applicable?

Re: commercial supplier agreements, note that FAR Clause 552.232-39 is now removed as it is redundant to 552.212-4(u).

Also note that RFP Section 5.21 language is now deleted and is labeled "reserved". All remaining commercial supplier agreements language in this RFP apply to any commercial supplier agreement regardless

Paragraph Title Question Government Response of which task or CLIN is implicated. The commercial supplier agreement requirements therefore do not only apply to agreements associated with Government-approved ODC. The Government is not providing examples, as it is incumbent upon the offeror to ascertain when it may encounter potential commercial supplier agreements which would be subject to this

RFP language as it performs the contract in accordance with its technical approach.

PWS 6.0 6.2.1.2.1

SOLICITATION,

OFFER AND

AWARD (SF

1449) (TAB B)

This paragraph states offeror shall execute blocks

30 (a-c) of SF1449. Please confirm that offerors are to complete blocks 12, 17, 23, and 24 as well.

Also, if offerors are to complete blocks 23 and 24, will the SF1449 be revised to make those respective blocks editable?

The offeror shall complete blocks 12 and 17 of the SF1449. The offeror shall not complete blocks 23 and 24 of the SF1449.

Rather, the offeror shall complete the

SF1449 continuation sheet as provided in the Microsoft Word version of the RFP provided in Amendment 01.

PWS 6.0 6.2.1.2.4

SUBCONTRACT

OR

SUPPORTING

DOCUMENTATI

ON (TAB E)

Section 6.2.1.2.4 of the RFP states that "The prime contractor shall specifically state whether the estimated costs of any proposed subcontractor will be in excess of $10M over the life of the contract for Government accomplished Equal Employment

Opportunity (EEO) verification purposes." Could the government please clarify the EEO requirement and whether it will impact subcontractors eligible to support the MOS contract?

The EEO requirements are set forth in FAR

Subpart 22.8. This portion of the regulation flows from E.O. 11246 mandates. The specific requirement set forth in RFP

6.2.1.2.4 is driven by the Government requirement to comply with the FAR 22.805 pre-award clearance function. Note also clause 52.222-26 – Equal Opportunity, prescribed at 22.810(e) is invoked in the solicitation within 52.212-5. Until offerors submit proposals meeting the RFP Section

6.2.1.2.4 requirements, the Government is in no position to complete the pre-award

Paragraph Title Question Government Response verification in order to ascertain whether there is a subcontractor eligibility impact.

PWS 6.0

Section 6.3 and

Subsection

6.3.9

SUBMISSION OF

THE WRITTEN

TECHNICAL

PROPOSAL

(PART III) and

ORAL

TECHNICAL

PROPOSAL

PRESENTATION

SLIDES

Section 6.3 describes the submission requirements for Part III, and Subsection 6.3.9 states the requirements for the Oral Technical Proposal

Presentation Slides. Should offerors include copies of their presentation slides in both the Part III and

Part IV submissions, thus submitting a total of 16 copies of the Oral Technical Proposal Presentation

Slides?

The Oral Technical Presentation Slides are to be submitted as part of the Part III submittal and shall be bound separately from the other Part III submittals. Part IV is the Oral Technical Presentation and does not require an additional submittal of the

Oral Technical Presentation Slides.

PWS 7.0 7.5

OVERTIME AND

EXTENDED

BILLING HOUR

PRACTICES

We anticipate there would be situations where a staff member would need to work past the end of their shift to assist a participant caller and complete appropriate documentation, i.e., Duty to

Warn and Mandated Reporting cases. Would circumstances like this be considered overtime or extended hours billing practices that adversely impact or affect the Government’s requirements?

Overtime is not authorized as separately reimbursable under this contract. Please see

Section 7.5 of the RFP for the updated language.

RFP 4.11.2.2 Event Support

In order for Bidders to provide accurate and comparable Event Support Pricing, will the

Government provide a plug number for the number of events supported each contract year?

Yes, the Government anticipates approximately 300 events each year. Please see Section 4.11.2.2 of the RFP for the updated language.

RFP 2.1

What verification beyond a verbal statement of eligibility will be required on intake when participants call into the call center?

Currently participant verification includes a verbal statement of eligibility and viewing a military identification card upon intake for non-medical counseling sessions.

RFP 4.1.8

Monthly Reports

Objective

Are participant outcomes metrics defined by the contractor or does the gov't require specific

Participant outcome metrics are defined by the Government, the QASP and the

Paragraph Title Question Government Response measurements? contractor's QCP.

RFP 4.1.8

Monthly Reports

Objective

Will the government provide a sample monthly report?

The Government will not provide an example monthly report preaward.

Contractor formats are acceptable upon

Government acceptance post award.

RFP CLIN 1006

Mandatory FFUP

CLIN

Under which CLIN would legal counseling be provided?

Legal counseling is not a requirement or permissible under this contract.

RFP Scope of Services

Is the expectation that the contractor will provide assistance during critical incidents? If so, is there a maximum number of critical incidents per year that should be included within pricing?

The contractor is only obligated to support the requirements in the RFP which does not reference "critical incidents."

RFP 4.10.1

Financial

Counseling

Will participants referred to financial counseling be limited to 12 sessions per incident per year?

No, per Section 4.10.1 of the RFP, "Financial counseling is not limited to 12 sessions per person per issue."

RFP 4.1.9.1

Minimum

Requirements for

Quality Control

Does the Gov't have a required percentage of non-medical counseling records the contractor is required to review ?

No, the Government does not have a required percentage of non-medical counseling records the contractor is required to review.

RFP 4.8.9

Requirements for

All Non-Medical

Counseling

What is the point of reference (e.g. members' home, military installation) for the 15 mile/30 minute standard for face-to-face counseling?

The point of reference is at the member's desired location at time of face-to-face counseling appointment. Please see Section

4.8.9 of the RFP for updated language.

RFP 4.8.10 Credentialing

"All network providers and supervisors shall have submitted required docmentation and have undergone credentials review/verification by the contractor of all items in this section prior to performing under this contract."

As Network Providers would not be contractor employees, what supervison is the Government expecting the Network Supervisor to perform?

The Government expects the offeror to propose their best solution to ensure services provided under this contract by network providers that are in scope and adhere to all applicable requirements.

Paragraph Title Question Government Response

There are no duties for this position listed in the

PWS or Attachment 20.

RFP 1.0/2.1

Introduction/

Eligible

Participants

In the Introduction, the Government estimates 5.2 million total participants in the MOS program, with a breakdown of the specific demographic groups comprising this estimate detailed in

Attachment 2. However, Section 2.1c-f and subsequent paragraphs introduce demographic groups that do not apprear to be represented in the

Government's total participant estimate in either the Introduction or Attachment 2. How many additional participants should offerors estimate from these demographic groups?

The demographic groups in Section 2.1c-f and subsequent paragraphs of the RFP are included in the estimated 5.2 million total participants. Those demographic groups make up a small percentage of the participants. The Government believes that the historical information provided with the

RFP provides the most accurate tool for estimating participant's use of Military

OneSource services in the future.

RFP 3

Applicable

Documents &

References

The QASP requirement for the "initial" plan of support is 3 months after award. The Government does not expect collaboration during the 90 day transition-in period.

The Government does expect full collaboration of the "initial" plan during the

90 day transition-in period. The

Government will discuss applicable products, resources, etc., with the contractor during transition-in. The Government will discuss applicable products, resources, etc., with the contractor during transition-in.

RFP 4.1.7 Training

The Government references the objective of the contractor training program is to ensure MOS call center staff, non-medical counselors and network providers, health and wellness coaches, and financial counselors are current on military-specific service matters, terminology, and emerging issues. Are other contractor staff (e.g., State Consultants, Outreach Assistants, Financial

Manager, Subcontract Manager, administrative

All Military OneSource contract personnel are subject to training requirements in 4.1.7.

Please see Section 4.1.7 of the RFP for the revised language.

Paragraph Title Question Government Response personnel not in the call center) subject to the training requirements listed in 4.1.7a-p?

RFP 4.1.7 Training

What training materials from the incumbent program will be provided to the contractor during transition?

The Government does not plan to provide incumbent training programs post award.

RFP 4.1.7 Training

To facilitate offerors' development a staff training plan, please provide the duration and maximum participant counts for the Government-provided

CMS training.

The Government-provided CMS training is approximately one-hour in length and may be conducted virtually. The Government will provide additional information during transition-in.

RFP N/A N/A

The "My Training Hub" page on the current MOS site

(https://www.militaryonesource.mil/web/mos/train ing-resources) contains reference to self-directed courses; however, the PWS only directs the contractor to conduct webinars. If the contractor will be required to develop participant-facing learning events other than webinars, please provide the estimated volume of courses to be developed, the anticipated duration of each, and the estimated level of interactivity.

The Government does not require participant-facing learning events other than webinars, unless otherwise directed by the

Government.

RFP 4.3.1

Transition-In

Support

In the 4.3.1 introduction, the Government states that all transition activities shall be completed 90 calendar days after approval of final Transition-In

Plan and further clarifies in 5.0 that program start will be 10 days after contract award; however, in

4.3.1a, the Government states that contractor staff shall respond to incoming calls 91 days after contract award. Does the 90-day transition period begin at program award or upon approval of the

The 90-day transition-in period begins at final Transition-In Plan approval. Please see

Section 4.3.1 of the RFP for the updated language.

Paragraph Title Question Government Response final Transition-In Plan?

RFP 4.12.2

Minimum

Requirements of

State Consultants

Program

Will the existing catalogue of Government-approved family support programs and resources currently being used on the MOS contract be provided during transition?

Yes, the existing catalogue of Government-approved family support programs and resources currently being used on the

Military OneSource contract will be provided during transition-in.

RFP 5.1

Annual IA and PII

Training

Are network providers included in the requirement to take the Cyber Awareness Challenge and PII courses?

Yes, network providers included in the requirement are required to take the Cyber

Awareness Challenge and PII courses.

RFP 6.2.1.1.1

OCI Statement and

NDA (Tab A)

Will offerors be permitted to provide additional signed OCI statements for any candidates that onboard to the proposal development process following the December 28th deadline but before the January 7th deadline for submission of offers?

Yes, additional OCI statements will be permitted and shall be flagged as changes to the original submittal. However, any new

OCI statements shall be included with the

January 7th Part II submission.

RFP 6.5.1

Technical and

Management

Approach

The Government requests offeror's technical and management approach to meet support service objectives and functional areas; however, "functional areas" is not defined anywhere in the solicitation. Please define what is meant by

"functional areas."

The term functional areas was removed from the sentence. Please see Section 6.5.1 of the RFP for the updated language.

RFP

52.212-4

Contract

Terms and

Conditions

Commercia l Items

Inspections/

Acceptance

Does the Government wish to receive the labor rate attributable to profit within the Price Volume submission or post award?

Offerors shall submit this information with the Price Volume (not post-award).

RFP 5.3.x Key Personnel

Will the government allow for the substitution of relevant work experience for educational requirements? (e.g. on OASIS 6 years of relevant experience can be used in lieu of a bachelor's

No, the required work experience and educational requirements must be met as written in the Key Personnel section of the

RFP.

Paragraph Title Question Government Response degree)

RFP 4.2.1

Case Management

Support Objective

Can the Gov’t provide any information about the

CMS in terms of productivity measurements (e.g., average time it takes to document an intake, assessment, complete case records, etc)? Any additional information about the productivity of the CMS would be helpful information to have for purposes of projecting staffing productivity and associated labor costs.

The Government is not able to provide this information.

RFP 2.1 2.1.1.

Should the bidder assume that participants who are residents/citizens of foreign countries and located

OCONUS are subjected to international data laws or would all be considered to be on American soil

(i.e. bases only)?

Accordingly, without a full DoD General

Counsel opinion, MC&FP must solely continue to ensure privacy compliance with

DoD 5400.11-R ("DoD Privacy Program"), the Privacy Act of 1974 (As Amended), the

Privacy provisions of the Health Insurance

Portability and Accountability Act

(HIPAA), DFARS 252.204-7012, NIST

Special Publication (SP) 800-53 Revision 5, and NIST SP 800-53 Revision 5 - Appendix

J. The application of these standards should in fact closely mirror the intended outcomes of GDPR.

RFP 4.5.2 4.5.2.b Can you please provide a copy of militaryonesource.mil style guide?

A copy of the most current militaryonesource.mil style guide will be provided post-award.

RFP 4.5.2 4.5.2.e

Will web requests be proxied from US IP

Addresses or if not, would it be possible for

Source IP Addresses to be provided?

No, there will be no proxying of web requests. Accesses to the site will be direct connections via service members and family members home and/or work Internet connections. Those stationed OCONUS will generally be coming from foreign IP

Paragraph Title Question Government Response address space unless they are on a Military

Installation using government computers. In that case, the connection may be proxied, but DoD does not provide MC&FP any information about addresses or proxies. Per

Section 4.5.2.e. that contractor's technical infrastructure and capabilities shall support

24/7 operations with resources available to both CONUS and OCONUS participants

RFP 4.6.1 4.6.1

If a contractor or subcontractor currently holds a valid FISMA-Moderate ATO, does this either relieve or otherwise reduce the scope of the IA audits?

The Government will not respond to questions that the Government considers to be a possible solution.

RFP 4.7.1 4.7.1

If a valid FISMA-Moderate ATO is obtained and annual self assessments are reviewed by sponsoring agencies, will that fulfill the third party assessment requirement?

The Government will not respond to questions that the Government considers to be a possible solution.

RFP 5.3.7 5.3.7.a

For COCO portions of the contract, is there an expectation to maintain DoD 8570 level of certifications for IAT and IAM? If so, would it be

Entry, Intermediate, Advanced or all of the above?

The requirement to have DoD 8570 level certifications still stands. Specifically, the reference section requires "Certified DoD

8570.01 – M – IAM Level III."

RFP,

Attachment 20

5.3 Key Personnel

The position descriptions and requirements in

5.3.x and Attachment 20 differ (e.g., the Director of IT/Communication Resources and…