RFQ_Q&A.pdf

SOLICITATION: 73351019Q0036

QUESTIONS AND ANSWERS

CUSTOMER EXPERIENCE IMPROVEMENT

1. Question: What is the incumbent contract information?

Answer: This is a brand-new requirement for the Small Business Administration. There is not an incumbent contract.

2. Question: For the past performance requirement, can relevant past experience from key personnel that have supported similar projects be submitted?

Answer: Past experience for key personnel will be evaluated as part of the technical and management approach factor.

3. Question: Do you have an estimated start date for the first Task Order?

Answer: Should the Government decide to award the Sample Task Order, the estimated start date of performance would be 01 August 2019.

4. Question: Can you confirm that all work at the Task Order level can be performed at the

Contractor site?

Answer: Yes, all work is to be performed at the Contractor site, however, travel to an SBA facility may be required. If so, the Government will notify the Contractor prior to performance that travel is anticipated and/or required.

5. Question: Can the Government provide any Indefinite Delivery Indefinite Quantity (IDIQ)

Key Personnel information that should be responded to?

Answer: The Contractor is afforded the opportunity to propose the Key Personnel that they feel is best qualified and necessary to ensure performance on the IDIQ meets the Government’s needs.

6. Question: The evaluation factors are provided; however there is no indication if these factors are of equal importance, ascending importance, or descending importance. Can the Government please provide this weighting, if any?

Answer: In accordance with FAR 13.106-1(a)(2), the Government does not intend to state the relative importance assigned to each evaluation factor.

7. Question: For Past Performance we assume that based on the requirements that are laid out on page 2 that no past performance writeup is necessary. We see that a Past Performance Questionnaire (PPQ) is provided as part of the solicitation. Is it the Governments intent that our company submit the PPQ to our customer to be returned to the Government?

Answer: Correct, a past performance write up is not necessary. The Past Performance Reference may submit their responses to the PPQ directly to the Government.

8. Question: Is it the intent of the Government to evaluate both the IDIQ and Sample Task Order quote? If so, can the Government please clarify how this will be evaluated? Or is the aforementioned meant to mean a price quote only?

Answer: Yes, the Government intends to evaluate both the IDIQ and the Sample Task Order quotes. See Section 7.6 Task Order Procedures and 7.7 Task Order Quotes for how to respond to the Sample Task Order.

9. Question: Does the SBA have a current survey/customer experience management solution to be leveraged? If not, will selection of an experience management/survey solution be selected for use with this project?

Answer: The SBA does not currently have a survey/customer experience management solution to be leveraged. The Contractor should provide a recommended approach as to which survey solution/customer experience management solution to leverage.

10. Question: How should respondents incorporate pricing for software to facilitate the solution

(i.e. Survey/Customer Experience Management, Dashboards, etc)? Or will implementation and software platform selection be a future phase?

Answer: Pricing for software to facilitate solutions should be identified as a separate CLIN under Other Direct Costs. During the prioritization and planning phase, a software platform may be one of the Contractor’s recommended approaches to improve customer experience.

Implementation of the software platform would be incorporated during a future phase.

11. Question: Will the SBA require compliance with FedRAMP to ensure a secure solution?

Answer: Yes, any solution should be compliant with the Office of Management and Budget’s Federal Risk and Authorization Management Program (FedRAMP) to maximize security.

12. Question: What is the timing for award of this contract?

Answer: The anticipated period of performance start date is on or about 1 August 2019.

13. Question: Is this project funded?

Answer: The full minimum guarantee amount is currently available to be obligated.

14. Question: Does the SBA have an existing dashboard solution they want to leverage?

Answer: At this time, the SBA does not have a dashboard solution to leverage.

15. Question: Should respondents be recommending a survey/customer experience management platform as part of their response?

Answer: The SBA does not currently have a survey/customer experience management solution to be leveraged. The Contractor should provide a recommended approach as to which survey solution/customer experience management solution to leverage.

16. Question: Could the Government confirm that the deliverables listed under 2.3 all apply to the five (5) contracting assistance programs listed in 2.2?

Answer: The deliverables listed under 2.3 apply to each contracting assistance program that time permits the examination of.

17. Question: Is there an existing document and artifact repository within the SBA? Has any work been done to aggregate this content?

Answer: The SBA has a Program Evaluation and Evidence Registry but more research is required to determine whether or not documents and artifacts produced from this project would be published publicly.

18. Question: Does the SBA currently use any technology to collect feedback?

Answer: The SBA has primarily used Survey Monkey to collect feedback. The Contractor may recommended an alternative technology product for their approach.

19. Question: What is the SBA’s current Task Order intake process? How will program office requests be vetted?

Answer: Requests to place a Task Order will be accepted when an SBA Program Office can establish a need that falls within the scope of this IDIQ and provide funding to allow for performance to begin.

20. Question: Does the Government have a desired page limit for the Quality Assurance Surveillance Plan required?

Answer: Yes, 5 pages.

21. Question: Would the Government consider raising the single Task Order Limitation to $1,000,000.00?

Answer: The Government does not intend to raise the Task Order Limitation amount.