FIMA_FID_Industry_Day_Webinar_091619_Questions_and_Answers.pdf

FIMA FID Industry Day (Webinar) Questions and Answers

Q1: What types of financial and budgeting management consultant services will be provided by the NFIP Contractor?

A: The Standard Operations Contractor will provide subject matter expertise to FIMA’s Fund Management Directorate and Federal Insurance Directorate, to oversee the financial and statistical information for the NFIP.

Q2: When and where do you anticipate posting the RFI for Portfolio Management requirements?

A: In the coming weeks, we will be posting a RFI to share more about this requirement and gain insight on the industry capabilities that are best suited to meet our organization needs.

Q3: $6-15M estimate for portfolio management?

A: Correct, this is the current estimate at this time. The estimated range is subject to change.

Q4: NFIP communication RFI was released in August and a solicitation will be posted in January 2020? Correct?

A: The Market Research as a Service (MRAS) RFI was released on August 26th and closed on September 9th, 2019.

We also posted a Sources Sought Notification on Fed Biz Ops September 12th and will be open until September 26th at 9:00 am

EST.

We plan to release the solicitation in the Spring of 2020.

Q5: Can the government confirm the current size standard for existing contracts associated with each requirement? Thank you!

A: The NFIP communications and Program Management Contracts were set-aside for Small Business.

Q6: Regarding upgrading technology, will vendors have the opportunity to meet with the IT Program Managers and Portfolio Managers to discuss current Industry Technology, importantly find out FEMA's Technology pain points and how can we in the IT Industry support and improve FEMA's organization.

A: Additional industry engagement opportunities will be announced and publicized on FBO.gov for each procurement.

Q7: Can you elaborate more on the fraud analytics, is this related to policy procurement, underwriting or claims?

A: Use of analytics for oversight and fraud detection applies across the program – impacting all aspects of the NFIP, including underwriting, claims, industry oversight, and more.

Q8: What expectations are there for the NFIP Direct provider to develop marketing and communications approaches separate from the FID M&O Branch?

A: FEMA’s expectations for marketing and communications will include but not limited to the below topics. FEMA looks for coordination of efforts as needed with FID’s Marketing and Outreach (M&O) Branch

• Policy growth and retention

• GFIP Retention

• Regional marketing to NFIP Direct agents. (FID’s M&O

Branch will focus activities on the policyholder in this section).

Q9: How will FEMA-generated initiatives be selected for the test laboratory? Will the contractor be involved in helping shape or suggest initiatives?

A: Labs will be selected based on various FEMA initiatives and FEMA also looks for contractor innovations in working towards common goals.

Q10: Will the entire contract be FFP? If so, how will the government ensure enough flexibility to successfully support the test-laboratory function, which can be very open-ended?

A: The NFIP Direct contract is likely to be a hybrid, containing fixed price as well as potentially cost reimbursable, labor hour, and/or time and material elements.

Q11: Will there be any additional requirements to the current scope of work?

A: At this time there are no additional requirements under the scope of work however, they are still subject to change.

Q12: What Call Center data will be required to be obtained and reported to show customer service goals are met?

A: The contractor should be able to supply FEMA with call measurements to support Service Level Agreement (SLA) numbers are met. Categories of measurement may include but not limited to: calls abandoned, abandonment rate, average handle time, average speed of calls answered, etc.

Q13: Will the call center be combined with other FEMA call centers or remain with the Direct contractor?

A: No, the NFIP Direct Call Center will not be combined with other FEMA call centers. The Direct will continue to house a Call Center that focuses on NFIP Direct customers however FEMA reserves the right if other call center additions are warranted.

Q14: - What vehicles is government considering for release of these solicitations?

A: Final acquisition plans have not yet been approved.

Q15: Will you share the answers in doc form?

A: Answers to all questions received will be posted digitally to the appropriate venues (FBO, GSA, etc.).

Q16: Will the government please clarify the Organizational Conflict of Interest (OCI) restrictions for contractors serving on multiple contracts? (For example: may a contractor who is working on NFIP Direct support NFIP Communications?)

A: FEMA's strives to have the highest ethical standards of fairness during the acquisition process. In some cases, contractors selected for certain awards will have a limitation to future contracting based on the nature of the contract received. All potential OCIs will be evaluated on a case-by-case basis.

Q17: Will the Communications Contractor's work be aligned with the Risk MAP suite of contracts where they intersect? Two examples include: (1) The Risk MAP CERC Contract's current draft PWS for the upcoming solicitation includes support to Floodplain Management and Insurance. How will that support differ from the Communications Contract noted Here? (2) With Risk Rating 2.0 and (previous) connections between mapping and insurance rates, the Risk MAP contracts (PTS and CERC) will involve numerous community engagement opportunities that would benefit from better connections with the Insurance Communications contractor. Will the Communications Contract include connections with Risk MAP to utilize all avenues for communication and align messaging, etc.?

A: The NFIP Communications Contract is expected to work closely with FIMA staff to ensure alignment of messaging on the value of flood insurance to current and future policyholders, including close coordination with other FIMA contracts.

The work to support the NFIP Communications contract is separate from any work being provided under the CERC contract to the Federal Insurance Directorate. The draft PWS for the future CERC contract includes scope for Regions to educate on flood insurance during community engagement activities. We anticipate this may include the CERC contractor sharing pre-approved campaign and marketing materials developed by the NFIP Communications contract as part of their community engagement activities. At this time, the Government anticipates this Regional Insurance support to be a separate task order to be defined at a later date.

Q18: What would the procedure be for proposing novel contract ideas to FID for standard business operations?

A: Offerors should outline their approach in their technical proposals.