Attachment 3 - Questions and Responses-Revised 4.10.2023.pdf

ATTACHMENT 3

QUESTIONS TEMPLATE

Document Page/ Section

Question Government’s Response

N/A N/A Is the govt able to provide the current incumbent name along with the task order number

Tauran Management Group/ 50310218P0044. The FFP, 5 year contract has an aggregate value of $57,168.

50310223R0005.pdf Page 6 / C- 2.2

Can the SEC OIG provide the estimated number of calls the hotline will receive on average per month?

Although this amount may vary, publicized data shows a total of 186 hotline complaints for the period of October 2022– March 2023.

50310223R0005.pdf Page 6 / C- 2.2

Can the SEC OIG provide any historical call detail reports to show if there are any patterns on the call arrival to the hotline by day of week or time of day?

This is not information that has been tracked or requested of the incumbent or predecessor contractors. As such, it is not available.

50310223R0005.pdf Page 6 / C- 2.2

Can the SEC OIG provide more details on what ‘web based system’ the contractor will be required to access and maintain?

Does this web based system already exist or is this part of the contractor responsibility to develop and maintain?

The contractor will develop and maintain its own web based system.

See www.govcomhotline.com/sec

Please reconfirm the due date for this procurement by providing it in response to answers to questions.

Please see RFP Section L- Instructions.

When is the anticipated award date?

NLT May 31, 2023

Can you please provide greater details on how proposals will be evaluated and how the

The Government will make a comparison of all technical and price proposals to determine which proposal offers best value. See RFP Section M.

http://www.govcomhotline.com/sec selected vendor(s) will be chosen?

Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure?

If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

You must submit prices according to Attachment 2 – Pricing Template.

However, you may also provide alternative pricing/ fee structure with rationale for consideration.

Alternative pricing, which can be clearly presented in any way, shall be submitted under Volume II -Pricing.

Labor categories should be presented under Volume II – Pricing. The labor categories should be aligned with the occupations in the corresponding Wage Determination.

Has the current contract gone full term?

The current contract expires June 30, 2023.

How are fees currently being billed?

Fees are currently billed as shown in Attachment 2 – Pricing Template.

Is previous experience with any specific customer information systems, phone systems, or software required?

See the following:

Section C – Scope of Work Section F – Deliverables Section L – Instructions

What is the maximum wait time?

See revised Section C-2.2

What is the maximum hold time?

See revised Section C-2.2

What percentage of inbound calls must be answered by a live operator?

100%. See revised Section C-2.2

What percentage of calls must be resolved without a transfer, second call, or a return call?

The government doesn’t anticipate the need for transferred calls. 100% of all calls require resolution in accordance with Section C.

What is the maximum percentage of calls that can be terminated by the caller without resolution?

100% of the calls require resolution via report. The report must be filed and would include a statement regarding the point at which the caller terminated the call.

Is there a minimum or maximum number of operators and supervisors?

No. The awardee is responsible for managing its labor mix.

What is the required degree of dedication for the call center?

The contractor must be able to comply with the requirements of Section C and C-2.2, specifically, with respect to response times.

What is the required degree of dedication for the operators?

The contractor must be able to comply with the requirements of Section C and C-2.2, specifically, with respect to response times.

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

Due to the nature of this requirement, conversations shall not be recorded.

What are the recording and storage requirements for non-phone communications?

See revised Section C-7.

What information is to be included in call logs?

Specifics will be finalized with the awardee after contract award.

However, specific requirements are available in Section C.

What was your average monthly call volume over the past year?

See https://www.sec.gov/oig/semiannual-reports

What is the current number of seats for operators and supervisors at your existing call center?

The government does not have a call center. Information regarding the incumbent’s business will not be sought and/or released by the government.

What is the current average handle time for phone calls and other types of communications?

Average handle time may be 20-40 minutes per call. Web forms are submitted as received and should not take more than a few minutes

What is the current average after-call work time for operators?

This information isn’t known to the government.

What time of day, days of the week, or times of the year do calls typically peak?

This information isn’t known to the government.

https://www.sec.gov/oig/semiannual-reports https://www.sec.gov/oig/semiannual-reports

Solicitation Page 5 C-2

We would like to understand the historical call arrival pattern for this project. Would you please provide a historical report of the call volumes by each 30-minute interval for two weeks?

This information isn’t known to the government nor is the government interested in seeking this information.

Solicitation Page 6 C-3

How many FTE agents will be required?

Offerors are required to develop, propose, and manage its own labor mix.

Solicitation Page 5 C-2

Will there be unique coverage requirements for Holidays? If so, please provide the Holiday coverage requirements.

No, the coverage requirement remains unchanged at 24/7 throughout the year.

Solicitation Page 7 C-4

Will SEC OIG provide any training material?

SEC provided training, which is required for all personnel who will be assigned to this requirement, is specific to handling non-public information. This electronic based training should take approximately 1 hour.

Solicitation Page 7 C-4

Historically, what has been the duration of live call training (nesting) for new hires?

The contractor is wholly responsible for training its new hires. As such, this information isn’t known to the government.

Solicitation Page 7 C-5

Can this be staffed by work-at-home agents?

Yes, as long as the data connection is secure (like a VPN) and no records, computer or notes, etc, are left unsecured.

Additionally, all services must be provided within the CONUS. See revised Section C-2.3.

Will this opportunity be awarded to a single vendor?

Yes. See revised instructions at Section L.

What is the anticipated contract start date and term of the contract including option years?

Will there be an opportunity to discuss the solution before it is awarded, or otherwise demonstrate vendor's capabilities?

Does SEC seek a dedicated team or shared queue service?

How does the SEC wish to handle languages other than English, such as Language Translation service?

Please elaborate on how long from contract award notice to go-live.

Will SEC accept pass-through costs for variable services such as language line?

See Section F

Not likely but the government may seek clarification at the CO’s discretion.

In accordance with Section C, the SEC seeks a contractor that is qualified to render all services, as required. The solution is up to the Offeror’s discretion.

N/A.

See Section C-2.1 and C-3.

The awardee will have at least 30 days between award and go-live (Jul

1) dates.

No. See Section C-2.1 and C-3.

Section C does not require language lines for this requirement.

n/a n/a What is the biggest motivation to change provider? What would be the feature you would like to see in the new system that you don’t have it now?

The government is motivated in re-procuring these services based on the current contract’s expiration date of June 30, 2023. The SEC requires all that is shown in Section C.

50310223R005 11/G-2 If it is a fixed annual fee, why would there be a requirement of

Vendors may not charge for services before those services are rendered.

As such, services are paid on a month-invoices being submitted on a monthly basis?

to-month basis throughout the year, after those services are rendered.

50310223R005 6/C-2.2 How should the contractor assess urgency for prioritization and categorization to SEC

OIG?

See revised Section C-2.2.

50310223R005 6/C-2.2 Is the complaint’s preference based on waiving confidentiality (as noted in RFP) or anonymity (more common for hotlines)?

Please described the secure methods of communication as approved by SEC OIG

The operator will record the complainant’s preference on maintaining or waiving confidentiality or anonymity. This is a “Hotline” requirement.

See Section H-6.

50310223R005 6/C-2.2 What is the anticipated frequency that the contractor will participate in virtual meetings and conference calls?

While meetings may be required a bit more before the go-live date to ensure there will be no gap in service, other meetings are infrequent but will be requested, as deemed necessary but the COR(s).

50310223R005 6/C-2.2 What is the anticipated frequency that the contractor will participate in on-site meetings (per page 6 of RFP)? Where the location and what is the duration of the on-site meetings?

The government doesn’t anticipate any on-site meetings but may require them, as deemed necessary.

If and when an on-site meeting is required, it would be conducted at the Headquarters office.

50310223R005 6/C-2.2 Could you elaborate on the need to “provide monthly summaries.”

Would dashboards and access to summary reports within platform satisfy need or does SEC seek a bespoke monthly metrics report?

See Section C for the contract’s requirements.