RFP 70FA6020R00000003 - Questions and Responses.pdf

70FA6020R00000003 - Questions and Responses

1) To allow a complete review of the Solicitation, can FEMA please extend the date for Questions to August 7th

The due date for questions will not be extended.

2) To allow for a comprehensive proposal, can FEMA please extend the date for RFP Response by 30 days?

The due date for Phase 1 submissions will not be extended.

3) Can FEMA please provide more detailed business volumes, like prior RFPs. Volumes include, but are not limited to:

• Monthly Policy Volumes (ex. New Business, non-money endorsements, money endorsements, cancellations.

• Monthly Claims Volumes

• Daily call volumes, including Avg Handle Time, Avg Hold Time, Percent to Voicemail/IVR

Average hold time

• calendar year 2019 – approximately two minutes

• January – July 2020 – approximately two minutes

Percent of calls to Voicemail/IVR

• 0.2% of all calls go to voicemail for both calendar year 2019 and January – July 2020

Refer to Section 8.3.1 of the PWS. Attachment E of the RFP lists the historical policy information.

4) Can FEMA please define the Recovery Time Objective (RTO) and Recovery Point Objective (RPO) that the solution needs to be able to meet in the event of a disaster

In the event of a disaster or emergency circumstance, it is expected that services and support are restored as soon as possible but no longer than 72 hours from the time of the event.

5) Does the Disaster Recovery CLIN cover costs related to normal claims examination expense (aka ULAE) or is bidder to cover SFIP/GFIP claims costs via the Fixed Price per Policy?

Claim costs are paid under the Letter of Credit

6) To allow vendors sufficient time to develop comprehensive bids and incorporate responses to any vendor questions, can the customer please consider granting a 2-3 week extension, to allow vendors to provide more thorough responses?

The due date for Phase 1 submissions will not be extended.

7) Attachment A - PWS - Performance Requirements Summary 7.19 5c and 5d Attachment B – QASP -

Customer Experience and Agency Service - Are the AQL requirements to be calculated as monthly averages?

Yes.

8) Attachment A – PWS Attachment B – QASP - Performance Requirements Summary QASP Appendix A -

There are Differences in the AQL between the QASP and the PWS in a number of sections. Which takes precedence?

The AQLs were updated in the PWS to match the QASP.

9) Attachment A - PWS - Performance Requirements Summary - 7.19 5c.1 and 5d.1 AQL 1- The requirement of 85% of calls are answered by a live representative in the first 30 seconds conflicts with the calculation

"Call handled divided by calls offered time 100 equals performance requirement % for # of calls answered.

Can FEMA clarify?

These are separate and different entities. The requirement of 85% of calls answered by a live representative takes into consideration the possibility of call ‘hang ups’ before reaching a call queue.

The calculation takes all calls into consideration.

10) Attachment A - PWS - Performance Requirements Summary Attachment B – QASP - 1.f Claims Check

Mailed within 7 business days - Is the receipt of signed Proof of Loss just the signed form, or is it receipt of all Proof of Loss documentation to support the claim payment in addition to the signed form?

The signed Proof of Loss form as well as all documentation supporting the claim payment are required to meet this requirement.

11) Attachment D - Disaster Field Support (actual page is labeled as Attachment C) - Price Schedule - Footnotes indicate that Disaster Field support will be handled as a Task Order. Was this FEMA's intent given the time required for a TO to be executed?

Yes, a task order will be issued. No CLINs can be executed or billed against without a task order in place.

12) RFP - E.1.b - The allotted time for the Corporate Experience Video is 15 minutes. Is FEMA directing that the

Project information (7 bullets beginning with Project title) needs to be read aloud in the video before the offeror’s response each question?

The information in this section shall be included and read aloud in the Offerors response to each question.

13) RFP - B Step 1: Phase One Instructions - Since offerors who fail to provide a valid video YouTube link and any visual aids will not be eligible, will FEMA acknowledge receipt and ability to view video?

Yes, FEMA will acknowledge receipt. However, it is up to the Offeror to verify they are providing a valid video YouTube link.

14) RFP - Will FEMA acknowledge receipt of submissions required for this RFP?

Yes, FEMA will acknowledge receipt of submissions received.

15) B.3 Price Schedule - CLINs 0001, 0002, 0003 - Will FEMA exclude transition costs from the overall evaluated price to create an equitable valuation for all bidders?

Yes, the transition costs will be evaluated for reasonableness but will not be included in the overall evaluated price.

16) B.3 Price Schedule - Various CLINs - Will transition costs related to assumption of a WYO's book of business (as contemplated in PWS 7.15) be considered as a pass-through cost not to exceed an agreed amount?

No additional cost will be paid for assumption of policies from any WYO that leaves the NFIP program. The fixed unit price per policy set forth in the price schedule applies to any and all assumed policies with no other addition compensations. No fixed priced unit prices under the price schedule will be adjusted for assumption of polices.

17) B.3 Price Schedule - CLIN 0011 - Does the NFIP Direct IT Hosting/Operations and Maintenance price only include cloud hosting costs, or does this also include costs of ongoing ATO compliance, regular system enhancements, maintenance, and updates of the contractor's systems?

Offerors shall include all IT-related (system, environment, security, etc) costs required to meet all of the contract requirements in their proposals.

18) B.3 Price Schedule - CLIN 0014 - The CLIN for Customer Correspondence (PWS 7.7) is included in the base period, but not in the option periods. Was this intentionally omitted from the option periods?

This was in error. The government expects support for Customer Correspondence (PWS 7.7) will be performed for the duration of the entire Period of Performance of the contract. Please include a response within your technical and business proposals covering the base period and all option periods.

Section B.3 has been updated to include this CLIN in the Option Periods.

19) B.3 Price Schedule - CLINs 1009, 2009, 3009, 4009 - CLIN 1009, 2009, 3009 and 4009 for NFIP Direct

Hosting/Operation and Maintenance using government-owned IT system is included in each of the option periods but is not included in the base period. Was this intentionally omitted from the base period?

This was in error. The government expects support for NFIP Direct Hosting/Operation and

Maintenance will be performed for some portion of the base period. Please assume 6 months to obtain an Authority to Operate (ATO) during the base period. During those 6 months, the government does

NOT expect support for NFIP Direct Hosting/Operation and Maintenance. Please include a response within your technical and business proposals covering support for NFIP Direct Hosting/Operation and

Maintenance during the remainder of the base period (6 months), after an ATO is obtained. Section

B.3 has been updated to include this CLIN in the Base Period.

20) B.3 Price Schedule - CLIN 1009, 2009, 3009, 4009 - Under CLIN 1009, 2009, 3009 and 4009 “Option Item -

NFIP Direct Hosting/Operations and Maintenance using Government owned IT systems(s)", please confirm the Government owned IT system means the existing platform currently used to service the NFIP Direct. If so, please provide additional detail. Costing and requirements may vary considerably if this is anticipated to be the SOR for all work performed under the contract.

No, the current NFIP Direct hosting platform is not a Government Owned IT system.

21) B.13 Letter of Credit - Historically, the letter of credit covered such items as banking fees, storage, and cost of the FICO. Are these items still being covered by the letter of credit?

The Letter of Credit will only include the items listed in Section B.13.

22) E.1 Proposal Instructions; (B) Step 1: Phase 1, Evaluation Factor 1 - Corporate Experience (via Video

Submission) - If we choose to engage one or more highly experienced subcontractors can we reference their experience in the Corporate Experience video submission?

No, as stated in the RFP, only the experience of the Prime will be evaluated.

23) E.1 Proposal Instructions; (B) Step 1: Phase 1, Evaluation Factor 1: Corporate Experience (via Video

Submission) - Is it okay to include pictures or screen shots in the Corporate Experience video submission?

Can you provide examples of what may be included?

Offerors may use visual aids relevant to their responses to questions. Additional graphics, screenshots, or pictures can be included but are unnecessary. An example video is included at the link in the RFP.

24) E.1 Proposal Instructions; (B) Step 1: Phase 1, Evaluation Factor 2 - Proof of Current Authorization and

Certification of Compliance for Hosting any IT Solution(s) on a Government-Only Cloud-Hosting

Environment - In order to meet the requirements of Evaluation Factor 2, is it sufficient to provide our AWS

GovCloud Access Approval email along with screenshots of the FedRAMP.Marketplace.Gov Authorization

Details showing that the CSP (cloud service provider) meets the requirements of Government only, FedRAMP moderate (or higher) at the IaaS and PaaS levels?

Offerors must provide the name of the Cloud Service Provider they are using to provide the cloud hosting services which has been authorized and reported on the FedRAMP Marketplace at the moderate (or higher) IaaS and PaaS levels.

25) E.1 Proposal Instructions; (D) Step 3: Phase 2 Oral Presentation, Past Performance and Price; Phase 2

Participation and Instructions: Rules of Engagement for Oral Presentations - Will presenters be allowed to have personal notes or materials, not for distribution but only for reference, as part of their presentation?

Yes, the Offeror may have individual notes.

26) E.1 Proposal Instructions; (D) Step 3: Phase 2 Oral Presentation, Past Performance and Price; Phase 2

Participation and Instructions: Rules of Engagement for Oral Presentations - Is sharing our screen in Zoom the same as uploading documents to Zoom?

Yes, Offerors may share their screen in lieu of uploading documents.

27) E.1 Proposal Instructions; (D) Step 3: Phase 2 Oral Presentation, Past Performance and Price; Phase 2

Participation and Instructions: Rules of Engagement for Oral Presentations - Can we bring flip charts containing materials prepared in advance of the oral presentation, or are flip charts only to be filled in during the presentation?

Yes, flip charts may contain materials prepared in advance of the presentations.

28) E.1 Proposal Instructions; (D) Step 3: Phase 2 Oral Presentation, Past Performance and Price; Phase 2

Technical Volume Instructions - Past Performance (written submission) must be included in the Phase 2

Technical Volume. Please confirm that the Past Performance references to be included within the Phase 2

Technical Volume are additional pages not counted towards the page limit, similar to the resumes.

The only Technical written submission is Past Performance. The Phase 2 Technical Volume

Instructions apply to the Past Performance Submission and is limited to five (5) pages. As stated, the key personnel resumes and letters of commitment do not count toward the five (5) page limit.

29) E.1 Proposal Instructions; (D) Step 3: Phase 2 Oral Presentation, Past Performance and Price; Phase 2

Technical Volume Instructions - Please confirm that the following items that are typically part of the

Technical Volume are not counted towards the page limit: Cover page, cover letter, table of contents, table of exhibits and list of acronyms.

Yes, the cover page/cover letter, table of contents, table of exhibits, and list of acronyms will not count toward the page limit.

30) E.1 Proposal Instructions; (D) Step 3: Phase 2 Oral Presentation, Past Performance and Price; Phase 2

Business Proposal - Will a Small Business Subcontracting and Staffing Plan need to be included in the Phase

2 Business Proposal?

Yes, a Small Business Subcontracting and Staffing Plan shall be included in the Phase 2 Business

Proposal submission. This section has been updated in the RFP.

31) 7.2.4 Payment methods accepted - Please provide a breakdown of the number of payments by type (i.e., credit card, paper check, wire transfer or money order) currently processed.

The Government does not individually track this information. The answer to this question does not impact a Offeror’s ability to respond to the RFP.

32) 7.8.16 Printed Material Stock - How many and what types of printed materials must the Contractor keep in inventory to meet this requirement? What inventory will transition to the contract awardee?

Section 7.8.16 is to stock and furnish to adjusters and other stakeholders in connection with claims processing. These are to be made available electronically and in paper format. Inventory stock not emblazoned with incumbent’s information such as return addresses, will be transitioned.

33) B.3 Price Schedule - Various CLINS - Please confirm the mapping of PWS requirements to CLINs on the

'PWS to CLIN Mapping’ included below are correct.

See below for the correct CLIN to PWS Mapping.

PWS Description Base Period CLINs

7 Performance Objectives

7.1 Transition/migration in 0001 - 0002 - 0003

7.2 Issue and administer accurate and timely NFIP Products, including NFIP

Direct-only products, to further FEMA’s mission and maximize stakeholder confidence in the NFIP.

0004 - 0005 - 0006 - 0007 - 0008

0009 - 0010

3 Coordinate with FEMA and its partners to identify eligible survivors and issue Group Flood Insurance Policy (GFIP) certificates to those that qualify.

0007 - 0008

7.4 Operate the Special Direct Facility (SDF), and seamlessly transition policy administration of Severe Repetitive Loss (SRL) policies with minimal policyholder disruption.

0009 - 0010

7.5 Flood Insurance Reform Act of 2004: The Parameters for FIRA 2004 0012, 0013, 0014

7.6 Design and implement scalable, customer-focused customer service solutions to consistently and effectively serve NFIP stakeholders.

0012, 0013, 0014

7.7 Support correspondence activities in accordance with the timelines and reporting requirements set forth in applicable NFIP rules and regulations, as well as those set forth in the QASP.

7.8 Provide scalable and cost-effective solutions for the processing and adjudication of claims at normal and surge levels in accordance with

NFIP rules and regulations.

0004 - 0005 - 0006 - 0007 - 0008

0009 – 0010, 0017

7.9

Policy Appeals 0004 - 0005 - 0006 - 0007 - 0008

0009 - 0010

7.10 Claims Appeals 0004 - 0005 - 0006 - 0007 - 0008

0009 - 0010

7.11 Provide innovative, secure, Government-approved Information Technology solutions.

0011, 0016, 0018

7.12 Design, implement, and provide metric reporting to continuously improve the customer experience (Data & Reporting)

7.13 Accurately handle/manage and report on all NFIP Direct financials in accordance with the timelines set forth in applicable rules and regulations of the GAAP, NFIP, and the QASP.

7.14 Provide a test laboratory for the testing of program innovation and pilot initiatives that further FIMA's guiding principles and the FEMA mission.

7.15 Develop and maintain a plan for the assumption of WYO company policies and execute the plan as necessary.

0015, 0004-0010

7.16 Promote the sale of flood insurance. 0012- 0017

7.17 Transition Out 4016

7.18 Program Enhancements and Miscellaneous Support 0012- 0016