70SBUR25R00000006 Q_A.pdf

70SBUR25R00000006

Language & Interpretation Support Services

Question & Answers

1) Can you advise which particular languages you plan to secure translation services for?

Answer: Attachment 25.1, which starts on page 72 of the RFP package lists the required languages.

2) I’m reaching out to request clarification on a few items regarding the current solicitation. Specifically, will prospective candidates be required to hold active Top Secret clearances at the time of award, or will interim clearances be acceptable?

Answer: Top Secret clearances are not required.

3) Is there an anticipated backlog for clearance processing that we should factor into our planning?

Answer: There is no reported backlog in the background investigation processing.

4) We would also like to confirm whether the number of candidates submitted at the time of proposal must be final, or if there will be an opportunity to add candidates later to the scope of services— depending on the availability of personnel with the required languages and credentials. This would help us ensure the most qualified individuals are aligned with the program’s needs.

Answer: Awarded vendors will be able to regularly add additional candidates as available to increase support, however for purposes of evaluating proposals only immediately available and anticipated candidates as indicated may be listed.

5) Given these considerations, would it be possible to request an extension to the solicitation period to allow for additional clarity around candidate requirements, their potential locations, and inventory planning?

Answer: We do not anticipate extending the due date at this time; however, the Government will consider if an extension is needed as the due date approaches.

6) DHS USCIS has recently seen a decrease in the total minutes per year. Would the Government provide an updated estimate of the total minutes/year for each language that more accurately reflects the actual usage?

Answer: We do not plan to update the estimated minutes.

7) Will the Government weigh Prime Past Performance more heavily than Offerors' Teammate Past Performance to demonstrate ability to meet USCIS RAIO requirements?

Answer: Past Performance will be scored per the instructions.

8) Can you confirm the expected processing time for background investigations, including entry on duty (EOD) determinations and full fitness determinations?

Answer: 30-60 days

9) What are the most common reasons for delays or denials in the background investigation process?

Answer: The investigations are conducted by our Security team. There will be a post-award conference with security and these questions can be addressed at that time directly with our security team.

10) Are there any specific security clearance levels required beyond the Public Trust determination?

Answer: No

11) What is the process for requesting a waiver to allow a non-U.S. citizen to work on the contract for non-IT-related roles?

Answer: None. This can be addressed at the post-award conference with our security team.

12) If a contractor employee has lived outside the U.S. for more than two years in the last five years, would they be ineligible for the contract? Are there any exceptions?

Answer: Refer to the Security Requirements in the solicitation. No exceptions.

13) Will USCIS provide off-network versions of required training for contractors who do not have USCIS network accounts?

Answer: Yes

14) Are there specific security measures that contractors should implement to protect sensitive but unclassified information (SBU) beyond what is outlined in the contract?

15) What is the timeline and process for issuing Personal Identity Verification (PIV) cards to new employees after a favorable EOD determination?

Answer: N/A, PIV cards will not be issued.

16) If there is a delay in PIV issuance, how will that impact contract performance? Will employees be allowed to begin work under an escort?

17) What is the process for handling lost or stolen PIV cards? Are there penalties for failure to return them upon termination?

18) Will contractor employees need to undergo additional screening each time they enter a USCIS facility?

Answer: No, any on-site services provided will be escorted as required.

19) Is there a process for expediting background checks for key personnel to prevent delays in contract start-up?

Answer: This can be addressed at the post award conference with awardees.

20) Are there any anticipated modifications or updates to security requirements that we should be aware of during contract performance? Involving CMMC or NIST requirements?

21) Will USCIS provide a designated point of contact for resolving security clearance issues that arise post-award?

Answer: This can be addressed at the post award conference with awardees.

22) Will the Government please have Past Performance as an Appendix which does not count towards page count limitation?

Answer: USCIS has increased the total page limit to 25 pages.

23) Are the on-site interpreter locations only the 13 USCIS offices? If there are other locations that could be requesting on-site services please provide a list of them.

Answer: On-site locations may consist of any necessary Asylum Office. Office locations may change over the course of performance if offices close or new offices open. Approved travel is included specifically for Sign Language Interpretation only and would be approved as needed.

24) Evaluation Factor Instructions - Page 110, third paragraph, sentence 8 states:

“Since Technical Subfactor 3: Past Performance is not included in the PWS, any Offeror provided supporting information for Past Performance should be included at the end of the Technical Proposal but is subject to the same formatting and total page limitations described above for the Technical Proposal” Are the pages containing Past Performance Supporting Information included or excluded from the 20 page limitation for the Technical Proposal?

Answer: Past performance is excluded from the page count of the technical proposal. USCIS has increased the total page limit to 25 pages for the technical proposal.

25) How many vendors are currently utilized for the services requested by this RFP?

Answer: This RFP is a follow on to 70SBUR20Q00000003 which resulted in the award of three Blanket Purchase Agreements. The only remaining active agreement is 70SBUR20A00000004 with Lionbridge Global Solutions.

26) Can you please describe how interpreting requests will be distributed among all of the vendors? Is there a primary vendor for all services that will receive the bulk of requests? Is there a primary vendor for each service that will receive the bulk of requests for that specific service?

Answer: There will not be a “primary vendor”. RAIO will distribute the calls by priority levels depending on the site. All vendors awarded will be a primary/secondary/tertiary vendor for multiple sites.

27) Who are the incumbents and what are their current fees?

Answer: The incumbent contractor is Lionbridge Global Solutions. We will not provide their line-item pricing as that is proprietary information, but there is publicly available information through GSA eLibrary.

28) Have you exercised all renewal options with your existing provider(s)?

Answer: The Blanket Purchase Agreement with Lionbridge Global Solutions included a five-year ordering period, which is scheduled to expire on 7/31/2025.

29) Why is USCIS going out to RFP at this particular time? To elaborate, we are interested in knowing whether this bid is being issued due to the completion of all option years under the existing contract, if there are performance-related reasons leading to a termination or non-renewal of the current agreement, or if the decision to go out to bid is driven by current market conditions that could potentially offer more competitive pricing for the required services.

Answer: The Blanket Purchase Agreement with Lionbridge Global Solutions included a five-year ordering period, which is scheduled to expire on 7/31/2025.

30) Can you please share your anticipated annual budget or historic spend under this contract?

Answer: USCIS will not distribute the Government’s internal budgeting amounts. This solicitation is to establish an IDIQ and provides a guaranteed minimum of $100,000.

31) When is the anticipated award date and how will vendors be notified?

Answer: The anticipated award is in June. IDIQ awardees will be notified by email that they have received an award. An award notice will be posted to SAM.gov publicly informing all interested parties of the awards.

32) Quality Control - Page 52, 2nd Paragraph, 3rd sentence

“The Quality Control Plan shall include a transition period to ensure the interpreters are cleared and ready to take interviews within the thirty (30) days.” This is a very tight timeframe for clearance turnaround, what are the ramifications if USCIS is unable to adjudicate the vendor’s interpreter and translator applications within the 30 day timeframe, impacting the vendors capability to meet contract requirements?

Answer: This requirement has been in multiple contracts and multiple vendors never had any issues meeting this requirement. If there are delays due to the government, we may make exceptions as necessary.

33) When will questions be answered? Can USCIS ensure that vendors have sufficient time to review responses prior to the bid submission date (and if necessary, extend the deadline)?

Answer: Responses to the questions are being provided at the preproposal conference and issued in an amendment posted to SAM.gov. Sufficient time is being provided and no extension to proposal due date is anticipated at this time.

34) Does USCIS have any existing Translation Memory? How long have you been utilizing Translation Memory with your current vendor?

Answer: No.

35) Will you be transitioning your existing Translation Memory database to the new vendors?

36) What translation process does your incumbent vendor use? Do you have a preference for a specific model (traditional human vs. AI-supported)?

Answer: USCIS prefers traditional human translation.

37) Can you please describe how translation projects will be distributed among all of the vendors?

Answer: USCIS will make this determination once the contract is awarded and we assess the awardees’ full capacity/full capabilities.

38) What pain points are you looking to address that you did not have fulfilled by your current language service provider:

1. Connect times

2. Technology integrations?

3. Data and Reporting?

4. Customer Service?

5. Price?

6. Quality?

7. Implementation experience and scalability?

Answer: Interpreter availability for rarer languages/dialects. An optimal outcome would be Interpreter availability for any language at any time

39) In the Price + Proposal worksheet, the only yellow areas are in lines 4, 5, 15 and 16. Does USCIS want separate pricing by case type in addition to lines 4 and 5?

Answer: USCIS does not want separate pricing by case type; there are different categories for USCIS internal budgetary reasons only, not to allow separate pricing by case type.

40) Line 17 Sign Language Interpretation - Is this lump sum for all expected on-site requests. How is the vendor expected to estimate a lump sum without knowing the requirements in years 1 to 5?

Request that this CLIN be modified to have CLINs for the vendor quote ASL, CDI and spoken language on-site on the be hour basis. Additionally, CLINS should be added to allow the vendor to provide pricing for ASL, CDI and spoken languages via video remote interpreting.

Answer: Line 17 is strictly for reimbursable travel. A price proposal is not required for this line as per the PWS and SF-1449: In-Person Travel Costs when needed, Quotes would be provided and approved by the Government with FFP funds obligated in advance of the travel). Solicitation/Contracts will specify no G&A, overhead, profit, fee, or any other markup is permitted on travel pricing. Order for these services will be Firm Fixed Price.

41) PWS 6.2. Videoconferencing is included as a possible method of delivery for interpretation. Please confirm that videoconferencing will only be requested in conjunction with virtual sign language interpretation services.

Answer: No, videoconferencing capabilities may be needed for interpreting services as well.

42) PWS 6.2.2. The PWS states "The Government will offset the number of unaccommodated calls by the number of prescheduled calls that were not placed by the Government." The current BPA also contains the following provision which is not included in the RFP: "Scheduled calls that do not take place shall be documented on the invoice summary report, and the Government will pay up to the 20 minutes of the scheduled call." As prescheduling represents a significant cost to the vendor, will the government consider reinstating this provision to partially compensate vendors when the government does not place a call?

Answer: No. The Government will offset the number of unaccommodated calls per the PWS.

43) PWS 6.2.4. The PWS states: "The Contractor shall provide the Government with telephonic connectivity, equipment, and technology support to operations to include: Use of Microsoft Teams for routine calls, videoconferencing, and an option for closed captioning." Please clarify if the contractor's interpreters are expected to use Microsoft Teams in any capacity outside of virtual sign language interpretation.

Answer: Yes, for interpreting services as well.

44) PWS 11.4. Please confirm that the SCA occupational code, 30110, applies to all of an offeror’s individual providers of service under this contract, including independent contractors.

Answer: USCIS included the applicable wage determination but does not advise Contractors regarding specific labor categories that apply to Contractor employees. USCIS recommends that Contractors reach out to the Department of Labor for more specific guidance regarding labor categories for their staff.

45) PWS 11.4. Please confirm that the SCA occupational code cited, 30110 for Foreign Language Translator, also applies to those individuals working for an offeror who are providing primarily or exclusively oral interpretation over the phone.

Answer: USCIS included the applicable wage determination but does not advise Contractors regarding specific labor categories that apply to Contractor employees. USCIS recommends that Contractors reach out to the Department of Labor for more specific guidance regarding labor categories for their staff.

46) The small business subcontracting goal of 47% is extremely aggressive, particularly in light of the fact that there is also one contract that is anticipated to be awarded to a small business prime. Few small business language providers have the capability to handle the rare languages and security clearance requirements contained in the RFP. In addition, the high percentage of subcontracting required will create higher pricing for DHS. Given the fact that USCIS has previously had small business subcontractors that have not performed up to standard, will the Government consider lowering this percentage to allow offerors to put forth the best possible price and the most reliable services?

Answer: The small business goals flow from the departmental goals at the Department of Homeland Security. The subcontracting plan does not impact the scoring of the offeror’s proposal. The review of the subcontracting plan is a pre-award activity applicable to other than small (i.e., large) business offerors that have been selected as apparent successful offerors. (i.e. prospective awardees).

47) I noticed a 5% set-aside listed for WOSB-certified companies. Will this contract indeed have a 5% set-aside portion for WOSB companies? We are a SWaM (Small-Woman-Minority-Owned), WOSB, and WBE certified company. Will you be giving priories to companies with our credentials?

Answer: The 5% for WOSB is part of the subcontracting plan which is a requirement for companies that are considered “other than small”. There is not a set aside at the prime contract level for WOSBs.

48) Please clarify the pages that need to be completed and submitted to be fully considered for this contract? Please note the pages and required documents or information?

Answer: Please refer to the proposal instructions starting on page 107 for guidance regarding what must be included in the proposal package.

49) Is the deadline for document submission April 30th, 2025?

Answer: No. The proposals are due on May 8, 2025.

50) Are there any incentives offered to small, woman-minority-owned businesses for this contract?

51) What is the expected volume of work for translation and interpretation services? Can the work be distributed between government chosen large and small companies?

Answer: Attachment 25.1, which starts on page 72 of the RFP package, includes estimated quantities for the services. The work will be distributed among the IDIQ awardees.

52) When is the expected start date for this contract?

Answer: Expected start date is August 1, 2025.

53) What is the expected volume if this contract is distributed between large and small providers?

Answer: The guaranteed minimum for each awardee is $100,000. USCIS will follow the ordering procedures stated on page 14 when placing task orders.

54) Anything else / important that bidders need to know about?

Answer: USCIS recommends that contractors thoroughly review the RFP package in its entirety.

55) When will Q&A be released to the public?

Answer: When the amendment is posted to SAM.gov

56) Depending on when Q&A will be released, will USCIS consider extending the due date by two weeks?

Answer: No extensions are anticipated at this time.

57) Due to page restriction, can we embed files within our submission?

58) Is vendor required to bid for all services or can vendor bid for one or more categories.

Answer: The price proposal requires the contractor to complete all of the yellow highlighted cells for all services, see footnote at the bottom of the price proposal spreadsheet.

59) Is it assumed that "Sign Language" stated in the RFP is American Sign Language? Are other sign languages requested? If so, please specify.

Answer: Sign Language requests are predominately for American Sign Language (ASL) and Certified Deaf Interpreters (CDI). Less commonly, there are sometimes requests for foreign sign language.

The term “Sign Language” in the RFP includes requests for foreign sign language. However, they are not common enough to be able to specify all possibilities in the RFP.

60) How many requests for Sign Language have there been in the last 12 months and how many hours/minutes were needed and used? For each signed language, including ASL?

Answer: Estimations are listed in the RFP, however estimated at 1-2 per month. Sign Language Interviews are of similar duration to all interviews, with some potential extra duration for the setup of the accommodation to be necessary.

61) What is the average time frame of an ASL appointment, and other signed languages if used?

Answer: See answer to Question 60 above regarding estimated duration of sign language appointments, including ASL, CDIs, and foreign sign language interpreters. As noted above in response to Question 59, Certified Deaf Interpreters are also commonly required, and infrequently foreign sign language is requested.

62) Can you share what has worked well with the current vendor’s performance as it pertains to document translation?

Answer: The USCIS expectation is document translation in required languages, with a quick turnaround of documents and accurate translation.

63) Are there any areas where the current vendor has struggled to meet expectations or timelines regarding document translation?

Answer: USCIS will not discuss current or past performance as part of this RFP.

64) Are there any current workflow challenges or inefficiencies that USCIS is hoping to improve with this new contract?

Answer: USCIS is hoping to to improve reliable, on-demand and prescheduled access to foreign languages, especially the less common/more rare languages and dialects.

65) How are translation requests currently submitted and managed—through a portal, email, or another system?

Answer: Document translation requests are handled via email.

66) If a new vendor is selected, will any existing assets—such as glossaries, translation memory, or style guides—be transferred or made available?

Answer: USCIS Forms that are commonly required to be read by interpreters during interviews will be electronically provided to awarded vendors prior to notice to proceed. There is no translation memory, style guides, or other items as part of this effort.

67) Use of Resources for Written Translation Services. Will vendors be required to use only domestic resources for written translation services, or is the use of global (offshore) resources acceptable?

Answer: Document Translators must follow the same requirements outlined in security requirements for all contract employees.

68) Translation rates often vary by language. Would DHS/USCIS consider modifying the Price Proposal to reflect the languages listed in Attachment 25.1 – Required Languages (Tables A and B)? If not, may vendors submit a separate pricing attachment for these languages?

69) Would DHS/USCIS consider adding a line item to the Price Proposal for the hourly cost of Desktop Publishing, Formatting, and Basic Layout services?

70) Does this contract impose any wage-related compliance requirements beyond ensuring that all employees (not contractors) are paid at least the minimum wage of $15.00 per hour, in accordance with Executive Order 14026?

Answer: The wage determinations are included in the attachments section of the RFP package starting on page 98. Questions regarding the application of the minimum wage should be directed to the Department of Labor.

71) Are contractors required to implement any government-mandated training or certification programs beyond their existing internal training processes?

Answer: Contractors are required, per the solicitation, to ensure that employees complete all required USCIS training (such as privacy and other items). There is no required certification program.

72) What specific elements are expected as part of the “transition support in/out plan,” particularly in relation to onboarding into or offboarding from government systems?

Answer: There is no interconnection with government systems as part of this effort. Elements include ensuring adequate quantity of interpreters are cleared through the USCIS background check process, and ensuring infrastructure is available to begin accepting USCIS calls for interpreters.

73) Does the transition period include a requirement to complete any government-approved training or certification processes? If so, what is the typical timeframe allotted for completion?

Answer: Government training will be required, reference clause 52.224-3 Privacy Training on page 34.

74) Could DHS/USCIS provide an example or template of a previously approved transition plan to help inform our proposed approach?

75) Is being listed on the GSA schedule a requirement or part of the response evaluation / point awarding?

Answer: No, this is an open market solicitation.

76) What key performance metrics will USCIS use to evaluate contractors?

Answer: See evaluation factors in the RFP package under 52.212-2.

77) Will we need to integrate into USCIS platforms for call tracking, reporting, or invoicing?

Answer: There will be no integration into any USCIS or Government system.

78) How many IDIQ contracts does the government anticipate awarding under this RFP?

Answer: Three to five IDIQ awardees

79) Would subcontracting be mandatory for large businesses?

Answer: A large business is required to submit an acceptable subcontracting plan.

80) In the technical proposal scoring sheet, it was listed that proof of number of interpreters is to be detailed in the technical proposal. Considering the page limit, what would be the best way for us to provide proof that we actually have those number of interpreters?

Answer: USCIS is not specifying a method. Examples of prior contracts may be used to demonstrate capacity for the number of interpreters for any given language. The prior contract examples used to support the number of interpreters are not limited to the three contracts that are included under the past performance evaluation subfactor. Include information in the proposal demonstrating the proposed interpreters are ready to start the EOD process.

81) Could you clarify this sentence in the RFP and exactly what we need to do with the adjectival rating in the technical proposal scoring sheet: "Offerors are not required to self-assign, and the Government will not be assigning, overall adjectival ratings for the Technical Factor or any of the Technical Subfactors."?

Answer: The adjectival ratings are for individual responses to questions using the technical spreadsheet. The scoring sheet results in an overall numerical score, not an overall adjectival rating.

82) What are the preferred variants of the following?

Arabic Hindi French Pidgin English

Could you please clarify whether the DHS/USCIS mandatory training courses are required only for OSI interpreters?

Answer: Languages and Dialects requested are outlined in the RFP. USCIS does not have a preference as our needs change sporadically. Mandatory training is for all contract personnel assigned officially to the contract (such as interpreters and program managers).

83) Do the confidentiality and neutrality statement requirements—signed three (3) business days prior to performing services—also apply to on-demand interpreting?

Answer: Yes.

84) Is one of the previous incumbents a small business?

Answer: Yes, one of the inactive Blanket Purchase Agreements was with Transperfect Translations International Inc., which is a small business.

85) Will contractors handle travel arrangements directly, or will USCIS assist with travel logistics and reimburse separately?

Answer: Travel arrangements will be handed by contractors following required federal travel regulations, must be pre-approved prior to any expenditure, and will be reimbursed.

86) Will most interpretation sessions be scheduled or handled on demand?

Answer: The majority of interpretation sessions are on demand. The pre-scheduled portion represents a smaller percentage of the requirement, usually for harder to fulfill/obtain languages or dialects.

87) What is the required delivery time for translated documents after request?

Answer: Turn-around time for translated documents varies, however the usual requested turn-around time is 3-7 business days.

88) The PWS has specified "adequate number of interpreters for specific languages". May we ask if the adequate number is based on the existing EODs from the bidders or the bidder could include eligible candidates who might be able to receive reciprocal public trust as well?

Answer: An adequate number of interpreters represents the ability of a contractor to meet pre-scheduled and on-demand requests for languages and/or dialects without a failure to provide an interpreter in a requested language.

89) Will each awardee under the IDIQ be guaranteed a minimum dollar value or baselevel task order?

Answer: Yes, each IDIQ awardee will receive a minimum guarantee of $100,000.

90) It was mentioned that Lionbridge's line item pricing could be found on the GSA website. Can you elaborate on this, and if not, does that mean they used the GSA contract as a price?

Answer: The prior solicitation was issued under the GSA contract. Information regarding pricing is available for contractors to search on GSA eLibrary. This current solicitation is open market.

91) Will all ASL services be prescheduled?

Answer: Yes, all ASL services will be pre-scheduled and coordinated with contractors, whether virtual or on-site (which will require additional pre-service coordination for any necessary travel requirements)

92) Section 6.1 of the Performance Work Statement (page 42) states: “In addition, the Contractor shall be able to receive, confirm and process written and verbal interpretation requests through Microsoft Teams twenty-four (24) hours per day, Sunday through Saturday, including holidays”. Can the Government define the word process as used here?

Answer: Process is used in this context to define the steps of completing interpretation requests and the completion of electronic confirmations of pre-scheduled requests.

93) Is there a minimum technical score required on the Technical Proposal Scoring Sheet for vendors to be eligible for award and/or later on-ramping during contract execution?

Answer: A minimum technical score is not applicable. The evaluation method will result in the highest technically rated offerors being considered for award.

94) Can the Government confirm that all yellow boxes on the Technical Proposal Scoring Sheet are to be filled out by Offerors, including self-ratings of Superior/Good/Satisfactory for scored categories?

Answer: Yes, all of the yellow boxes must be filled out by the Offerors. There should not be any blank responses.

95) Language proficiency requirement could be assessed by the vendor with consistent matrix or it has to meet other requirements?

Answer: Language proficiency will be assessed and verified by the vendor under the requirements of the PWS: The interpreters are required to be fluent in one (1) or more foreign languages in accordance with (IAW) American Council of the Teaching of Foreign Languages (ACTFL), Interagency Language Roundtable (ILR) or Common European Framework of Reference for Languages (CEFR) or equivalent.

96) Section 7.3 states "The Government considers the following to be an adequate number of interpreters who are fluent in the most frequent required languages to meet this PWS requirement:

Spanish 100, Arabic 10, , Russian 10, Haitian Creole 10, Portuguese 10, Mandarin 10, French languages 10, and Wolof 1." Can you clarify how this list and requirement was determined? Several of the top 10 languages in Table A (Punjabi, Farsi, Korean, Pashto, Hindi) are not included at all.

Answer: This list was derived based on the Agency’s historical experience with multiple contractors to be minimally capable to provide required language service needs and is not meant to be an all-inclusive list for all required languages and/or dialects.

97) Will provisional (preliminary) Entry on Duty (EOD) approvals be accepted to allow interpreters to begin working while full background investigations are pending? Additionally, can you clarify whether expedited or interim approvals are available for urgent requests involving rare or hard-to-source languages, and what the expected turnaround time would be for such cases?

Answer: Interpreters will only be able to provide interpretation when Entry on Duty (EOD) approvals are received from the security department. These EOD approvals may be preliminary with full investigation pending.

No interim approvals will be available to allow interpreters to provide service without EOD approval.

Expedited approvals will be discussed, if required, at the post award kickoff with USCIS security and awarded vendors.

Expected turnaround time for EOD approvals varies significantly based on the applicant’s background and is typically 30-60 days.

98) What platforms are being used for virtual services (Zoom, Teams, something else) and would the vendor be providing the links for these or that would fall on the government to provide the link?

Answer: Primarily USCIS utilizes standard telephonic lines as well as increasingly Microsoft Teams with built in Dial-pad functions for telephony. In an instance where links are required, the Government would provide them. Please note that the Microsoft Teams integration for telephonic calls does not allow for ‘tones’ to be sent via the dial pad during calls.

99) Section 6.2.3 (page 46) requires that vendors "accommodate sign language requests such that a confirmation of scheduling is provided within seventy-two (72) hours (three (3) calendar days)" whereas Section 6.2 (page 43) allows for more time to confirm other languages: "the contractor shall respond back within five (5) business days’ notice to the Government to confirm the date and time requested". Especially considering that onsite requests for sign language interpreting (to include CDI) services may require the arrangement of travel, would the Government consider removing this 3-day confirmation requirement for sign language? Limiting the time for confirmation to only three days after receipt of a request for services may limit the Government's opportunity to achieve fulfillment of (sign language) requests. Vendors will be more likely to be able to fulfill requests if they are given at least the five days mentioned in section 6.2. Would the Government consider instead allowing offerors to have more time to confirm sign language requests ?

Answer: This requirement is not to have service provided with travel within the timeframe. This requirement is for the vendor to provide confirmation within the timeframe of a scheduled service.

This requirement will not be changed.

100) For asylum and refugee-related ASL interpretation requests, do applicants typically have full fluency in ASL, or is Certified Deaf Interpreter (CDI) assistance often required to bridge language or communication gaps? Additionally, do you encounter a need for sign language interpretation in languages other than ASL, such as International Sign or other country-specific sign languages?

Answer: CDI is commonly, but not always, required. ASL is most commonly requested, however sometimes other country-specific sign languages are requested.

101) What is the expected timeline from submission of EOD packages to approval for interpreter candidates?

Answer: Expected turnaround time for EOD approvals varies significantly based on the applicant’s background and is typically 30-60 days.

102) Will provisional (preliminary) Entry on Duty approvals be accepted to allow interpreters to begin working while full background checks are pending?

Answer: No interim approvals will be available to allow interpreters to provide service without EOD approval.

Interpreters will be able to provide interpretation when Entry on Duty (EOD) approvals are received from the security department. These EOD approvals may be preliminary with full investigation pending.

103) Can USCIS confirm that EOD packages must be submitted at least 30 days before the interpreter’s proposed start date?

Answer: Interpreters will not be allowed to provide service without an EOD approval.

Expected turnaround time for EOD approvals varies significantly based on the applicant’s background and is typically 30-60 days

104) What is the average processing time for background investigations by OSI PSD, particularly for interpreters who are Legal Permanent Residents versus U.S. Citizens?

Answer: Expected turnaround time for EOD approvals varies significantly based on the applicant’s background and is typically 30-60 days

105) Will USCIS provide regular updates on EOD status or delays to ensure proactive pipeline management?

Answer: Awarded vendors are included in communications between USCIS and applicants, as well as informed of any EOD approvals, denials, or delays. Awarded vendors are able to reach out to the security office to inquire about pending status if required.

106) What is the anticipated frequency and notice period for language surges related to mass migration or other emergency events?

Answer: The frequency of surges in language requirements varies significantly based on world events and other situations out of the control of USCIS. Any anticipated or experienced surges will be communicated to awarded vendors at the soonest knowledge of the events.

107) Will the Government provide forecasted surge triggers to help with proactive staffing?

Answer: The frequency of surges in language requirements varies significantly based on world events and other situations out of the control of USCIS. Any anticipated or experienced surges will be communicated to awarded vendors at the soonest knowledge of the events.

108) Which additional platforms (besides Microsoft Teams) is USCIS currently considering or piloting for scheduling and conducting interpretation sessions?

Answer: At this time, USCIS currently uses standard telephonic lines and Microsoft Teams with telephonic integration. Other platforms may be utilized in the future, however no current pilot is in process.

109) Will the selected contractor be notified in advance of new platforms, and what technical requirements will be provided for integration?

Answer: Yes. Awarded vendors will be notified in advance of any platform changes and requirements, as well as potentially requested to test for functionality.

110) Are there any compatibility or compliance standards (e.g., FedRAMP) that alternate platforms must meet?

Answer: Any additional platform USCIS may transition to will comply with all required Government standards.

111) Will test environments be provided for onboarding interpreters to new digital tools?

Answer: Awarded vendors will be notified in advance of any platform changes and requirements, as well as potentially requested to test for functionality.

112) Can USCIS confirm whether the contractor may utilize a proprietary or third-party platform to manage the call routing and interpreter interface for on-demand interpretation services? Specifically, would USCIS allow use of a platform that:

• Automatically routes incoming interpretation requests based on language, interpreter availability, and required qualifications

• Allows interpreters to securely log in, receive, and accept assignments in real time

• Tracks interpreter response times, call durations, and session metrics for performance reporting

Answer: Contractors may utilize any platform on contractor end for call handling if it is able to meet the PWS requirements, including requirements to receive calls and provide reporting.

113) If such a platform is permitted, are there any specific USCIS requirements—such as integration capabilities, user authentication protocols, or data residency/compliance standards—that must be met for its use under this contract?

Answer: Contractors may utilize any platform on contractor end for call handling if it is able to meet the PWS requirements, including requirements to receive calls and provide reporting.

114) How will performance be measured for calls that are delayed due to Government-side delays rather than contractor issues?

Answer: Prescheduled calls that incur a Government-side delay will offset unaccommodated calls by the contractor.

115) What are the current challenges USCIS is facing with interpreter availability, especially for less common languages or during off-hours and holidays?

Answer: USCIS has experienced difficulty with harder to fulfill languages or dialects.

116) Have there been consistent issues with interpreter no-shows, tardiness, or delays in connecting to on-demand services?

Answer: USCIS will not discuss current or past performance with existing vendors.

117) Can USCIS clarify its expectations for prescheduled interpreter call confirmations—specifically, the 20-minute buffer and what constitutes a no-show?

Answer: Expectation for pre-scheduled calls is the interpreter is made available at the date and time requested for minimally the duration requested. Due to delays in applicant processing, the Government may not be able to connect to the interpreter at the scheduled start time, thus the 20-minute buffer.

Per the PWS, if the Government does not provide notification of a delay or connect to the scheduled call after the 20 minutes, the interpreter may be cancelled and the contractor’s unaccommodated call rate will be offset by the Government caused cancellation.

118) Will interpreters be compensated for prescheduled calls that are canceled within 20 minutes of the scheduled time?

Answer: Per the PWS, if the Government does not provide notification of a delay or connect to the scheduled call after 20 minutes, the interpreter may be cancelled and the contractor’s unaccommodated call rate will be offset by the Government-caused cancellation.

119) Can the Government confirm the required format and template for the Monthly Interpreter Language/EOD Report and if it includes both pending and approved EODs?

Answer: Examples may be provided to awarded vendors; however, the report should generally include counts of approved and pending by language along with any other information the contractor feels is pertinent.

120) Is there a preferred backup method if Microsoft Teams becomes unavailable during interpretation?

Answer: USCIS currently uses standard telephonic lines and Microsoft Teams with telephonic integration. Standard telephonic connection would be a backup in the event Teams is unavailable.

121) Will the Government provide specific quality control benchmarks that align with the Section on Quality Control?

Answer: The contractor is responsible for the creation and maintenance of the quality control plan.

USCIS will monitor and benchmark per the Performance Metrics listed in the PWS.

122) Please provide historical volumes for (i) on-demand OPI, (ii) pre-scheduled telephonic interpretation and (iii) video remote interpretation (listed as Video Conferencing Interpretation in the solicitation), or VRI. Please provide historical volumes for each category. If a further breakdown is also available by language for each service delivery method, would you please provide those numbers as well?

Answer: See attachment 25.1 for estimated quantities on this RFP.

123) Would the Government revise Price Proposal to differentiate among on-demand OPI, pre-scheduled telephonic interpretation and video remote interpreting, or VRI? The industry standard is to bill for OPI by the minute, pre-scheduled telephonic interpretation by the hour and VRI by the hour. The industry standard for minimums: OPI: no minimum, pre-scheduled telephonic interpretation: 1 hour and VRI: 1 hour.

124) Please advise how to reflect in the Technical Proposal requirements for sections in the PWS where in multiple sections the Government listed that deliverables in such sections are to be delivered upon award only (for example, 9. Quality Control, 14. Staffing Plan, etc.).

Answer: The deliverables that are due upon award do not need to be included in the proposal package and would be provided at the award stage.

125) Please advise how to document existing and to-be-recruited personnel, as per Technical Proposal Scoring Sheet. Please note that cell F13 in Technical Subfactor 1 worksheet How many Interpreters meeting the PWS requirements does the Offeror currently have available to being the Entry on Duty (EOD) Application process immediately after award? Proof of these numbers detailed in the Technical Proposal (Section 25 consistent with the PWS Section 25). Section 25 makes reference to:

25. ATTACHMENTS:

25.1. REQUIRED LANGUAGES

25.2. CONFIDENTIALITY/NEUTRALITY STATEMENT

Answer: USCIS is not specifying a method. One potential example to demonstrate capacity could be prior contracts and explaining the number of interpreters for any given language on those prior contracts. The prior contract examples used to support the number of interpreters are not limited to the three contracts that are included under the past performance evaluation subfactor. Include information in the proposal demonstrating the proposed interpreters are ready to start the EOD process.

126) Please advise re 52.212-3 Offeror Representations and Certifications—Commercial Products and Commercial Services (May 2024) (DEVIATION 25-01) (Feb 2025): The Offeror shall complete only paragraph (b) of this provision if the Offeror has completed the annual representations and certification electronically in the System for Award Management (SAM) accessed through https://www.sam.gov. There is no checkbox in paragraph (b). We complete our annual representation and certification electronically in SAM. How are we to fill out 52.212-3 Offeror Representations and Certifications—Commercial Products and Commercial Services (May 2024) (DEVIATION 25-01) (Feb 2025)?

Answer: Paragraph (b) only applies when an offeror is making an exception to the Representations and Certifications on their SAM profile. In that scenario, the Offeror would identify the applicable paragraphs at (c) through (v) of this provision that the offeror has completed for the purposes of this solicitation only.

127) Please advise re 52.212-3 Offeror Representations and Certifications—Commercial Products and Commercial Services (May 2024) (DEVIATION 25-01) (Feb 2025), paragraph (k). The contracting officer is to check a box to indicate if paragraph (k)(1) or (k)(2) applies. No box is checked.

Answer: Paragraph (k) is blank because the Contracting Officer is not citing an exemption from the application of the Service Contract Labor Standards.

128) Please advise re 52.212-3 Offeror Representations and Certifications—Commercial Products and Commercial Services (May 2024) (DEVIATION 25-01) (Feb 2025), paragraph (p). Does it apply to legal entities only since physical owners would not have CAGE codes?

Answer: If the Offeror is not making any exceptions to the Representations and Certifications from their SAM profile, then no action is needed. If the Offeror would like to make an exception to Ownership or Control of Offeror in paragraph (p), then they would complete this section and include it with their proposal.