Amendment 1.pdf

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a) By completing items 8 and 15, and returning or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letter or electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

E. IMPORTANT: Contractor is not is required to sign this document and return copies to the issuing office.

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1. CONTRACT ID CODE

2. AMENDMENT/MODIFICATION NUMBER 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQUISITION NUMBER 5. PROJECT NUMBER (If applicable)

7. ADMINISTERED BY (If other than Item 6) CODE

STANDARD FORM 30 (REV. 11/2016)

Prescribed by GSA FAR (48 CFR) 53.243

FACILITY CODE

9A. AMENDMENT OF SOLICITATION NUMBER

9B. DATED (SEE ITEM 11)

10A. MODIFICATION OF CONTRACT/ORDER NUMBER

10B. DATED (SEE ITEM 13)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers is extended. is not extended.

12. ACCOUNTING AND APPROPRIATION DATA (If required) copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NUMBER AS DESCRIBED IN ITEM 14.

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER

NUMBER IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation data, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15C. DATE SIGNED

15A. NAME AND TITLE OF SIGNER (Type or print)

16C. DATE SIGNED

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

PAGE OF PAGES

6. ISSUED BY CODE

8. NAME AND ADDRESS OF CONTRACTOR (Number, street, county, State and ZIP Code) (X)

CODE

15B. CONTRACTOR/OFFEROR

(Signature of person authorized to sign)

16B. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

Previous edition unusable

Amendment 0001

Jill Johnson

The purpose of this amendment is to: 1) Provide responses to questions received; and 2) amend Sections L & M; and Attachments 1,3,5, and 10.

Office of Acquisitions National Cancer Institute National Institutes of Health 9609 Medical Center Dr Bethesda, MD 20892-9705

75N91019R00008

1 16

12/10/2019

12/10/2019

National Cancer Institute’s Call Center 75N91019R00008 Amendment 1

I. Questions and Answers:

Q1. The Technical Proposal page limit is 50 pages. What is the page limit for the entire proposal, including attachments? Section B2 on page 2 of Attachment 1, identifies specific attachments that do not count as part of the 50page limit. Would other attachments count toward that page limit?

GOVERNMENT RESPONSE: There is no page limit to the entire proposal. All attachments other than those identified in Section B2 on page 2 of Attachment 1 included in the Technical Proposal count towards the 50 page limit count of the Technical Proposal. Please see revised Attachment 1 Section B2 included in this amendment.

Q2. Is the response to the scenario “Client Experience” required on page 3 of Attachment 5, “Additional Technical Proposal Instructions”, to be provided as an attachment or contained within the body of the Technical Proposal?

GOVERNMENT RESPONSE: The response to the scenario “Client Experience” required on page 3 of Attachment 5 is to be provided as part of the Technical Proposal.

Q3. Please clarify the specific proposal submission requirements as the Solicitation and Attachment 1 contain conflicting information as follows:

a. Solicitation, p. 64, “Authorized Official and Submission of Proposals” states in part that: “Proposals will be typewritten, paginated, reproduced on letter size paper, printed/copied double-sided, on at least 30 percent post-consumer fiber paper, as required by FAR 4.302 (b)”.

b. Attachment 1, “Packaging and Delivery of the Proposals for Use with the NIH electronic Contract Proposal Submission (eCPS) Website”, references online submission requirements throughout (see I.A Proposal Submission).

GOVERNMENT RESPONSE: Proposals are to be submitted electronically using the NIH electronic Contract Proposal Submission (eCPS) Website.

Q4. Please clarify the letter of commitment requirements as the Solicitation and Attachment 5 contain contradictory instructions as follows:

a. The Solicitation, on p. 81 under “3. Additional Personnel” states in part:

For all proposed personnel who are not currently members of the offerors staff, a letter of commitment or other evidence of availability is required.

b. Page 3 of Attachment 5 under “d. Additional staff (if proposed by offeror)” states:

ii. Letter of commitment/availability of all additional personnel;

GOVERNMENT RESPONSE: When proposing named personnel not currently employed by the offeror, a letter of a letter of commitment or other evidence of availability is required.

Q5. Amendment Notifications: We have concerns about notifications associated with this RFP (which we signed up to receive). On Wednesday, 11/19, we received notification about an update to the Original Solicitation as follows: This change is for Solicitation number: 75N91019R00008 and Title: National Cancer Institute's Contact Center. DISABLED VETERANS CALL CENTER, LLC adde... View Details. When clicking on the link, however, there were no updates to the original solicitation. Was this notification sent in error? We have contacted the Federal Service Help Desk and they were also not able to see any updates either and advised to email Kari Peterson.

GOVERNMENT RESPONSE: The notification was generated by beta.sam and not initiated by NCI. The notice was meant to inform interested parties of Disabled Veterans Call Center, LLC interest in the opportunity.

Q6. On page 15 of Attachment 3, item 6 references “…. Follow up phone surveys (1 month, 4 months, 7 months, 13 months”). The current follow-up phone surveys to assess a veteran’s smoking cessation status do not include the 1 month interval due to overlap with usual proactive call-back service. Is the 1 month follow-up phone survey a new requirement, as listed?

GOVERNMENT RESPONSE: Follow up phone survey intervals have been amended to remove 1 month (4 months, 7 months, 13 months). Please see revision to Attachment 3 included in this amendment.

Q7. Please clarify what is meant by “local time” and the “time specified” for proposal submissions as the solicitation contains ambiguous instructions as follows:

a. Item 8 on age 1 of the Solicitation indicates that proposals must be submitted by “11:30 AM local time on December 18, 2019.”

b. Item A.4 on Attachment 1 states: “Offerors are solely responsible for submitting proposals and any modifications or revisions so as to reach the Government office designated above by the date and time specified in the solicitation.”

GOVERNMENT RESPONSE: Proposals must be submitted by 11:30 AM Eastern Standard Time on December 18, 2019.

Q8. Please clarify whether documents that comply with Section 2: Mandatory Qualification Criteria (page 1 of Attachment 5) count as part of the 50 page limitation of the Technical Proposal.

GOVERNMENT RESPONSE: ONC Certifications do not count as part of the 50 page limitation of the Technical Proposal. Please see revised Attachment 1 Section B2 included in this amendment.

Q9. NIH-2043 form is provided as a Business Proposal attachment in Section J, but is referenced in Attachment 5, Additional Technical Proposal Instructions, as part of the

Technical Proposal. Should this form be included in the Business or Technical Proposal sections?

GOVERNMENT RESPONSE: NIH-2043 form should be included in the Business Proposal.

Q10. The proposal title pages are required to reference whether the proposal is an original or a copy. As the proposal will be submitted electronically via eCPS per Attachment 1, Packaging and Delivery of Proposals for Use with the NIH electronic Contract Proposal Submission (eCPS) website, is it required to note original or copy?

GOVERNMENT RESPONSE: The proposal title pages are not required to reference whether the proposal is an original or a copy. See revised Section L and attachment 5 included in this amendment.

Q11. Under the heading of Basic Cost/Price Information – am I reading this correctly as the prime vendor being required to provide ‘certified cost and price information’?

We have a GSA Schedule 70 which provides negotiated hourly rates for contact center services under the GSA’s new Contact Center Automated Solutions SIN – 132

20. Would we be compliant if we were to bid these rates for the required price table contained within the RFP?

GOVERNMENT RESPONSE: This will be a cost reimbursement type contract where the offeror is required provide all cost and pricing data requested. Furthermore, during execution of this award, the offeror is required to account and invoice for all applicable elements included in Attachment 16 “INVOICE/FINANCING REQUEST AND

CONTRACT FINANCIAL REPORTING INSTRUCTIONS FOR NIH COST-

REIMBURSEMENT CONTRACTS, NIH(RC)-4”

Q12. Do SCA wages apply to this contract?

GOVERNMENT RESPONSE: Yes, the Service Contract Act applies to this procurement. See Section I.6. of the solicitation.

Q13. Which Labor Categories require a level 5 C clearance as referenced on page 62, into page 63 (section d)?

GOVERNMENT RESPONSE: A Position Sensitivity Designation of Level 5: Public Trust - Moderate Risk includes those positions involving access to personal, private, proprietary, financial records, or sensitive but unclassified/controlled unclassified information. The unauthorized disclosure of which could cause moderate damage to the program or realizing moderate personal gain to individuals, business entities, or government programs or operations. The designation is not labor category specific and may not involve all staff. The offeror will identify staff who will access sensitive information.

Q14. Is the incumbent eligible to rebid?

GOVERNMENT RESPONSE: Yes

Q15. If our proposed solution does not require the use of subcontractors to support the contact center, is the offeror still required to submit a Small Business Subcontracting Plan? (page 86)

GOVERNMENT RESPONSE: Compliance with FAR 52.219-9 is required when contract exceeds a total estimated cost of $700,000 for the entire period of performance.

Q16. What is the breakout of each call type to include: Percentage (%) of Total Volume, Number of Calls by Interval (hour/day of week), Handle Time, and By Language (English v. Spanish)? (page 104)

GOVERNMENT RESPONSE: NCI Contact Center 2018 Volume and Handling Time data is provided in Attachment 9.

Q17. With respect to data storage, will the use of cloud-based servers be permitted?

GOVERNMENT RESPONSE: Systems, including telecommunications, to be used by the contractor are procured by the Government. The Contractor is responsible for the facilities, security, and equipment necessary to access and comply with those systems.

The current systems in use are outlined on page 8 of Attachment 5 and current compatibility requirements are included in Task 11 on page 11 of the NCI Contact Center

SOW.

Q18. What is the expected duration of call/ticket data storage?

GOVERNMENT RESPONSE: NCI’s call retention policy is 13 months.

Q19. Will NCI provide access to their existing Learning Management System (LMS) and/or other vetted training content?

GOVERNMENT RESPONSE: The Government will provide existing NCI-approved initial training modules at the start of the contract. Development of new training modules and updating of existing modules shall be the responsibility of the Contractor.

Q20. Will the contractor/vendor have access to the existing knowledge management system and/or knowledge management content?

GOVERNMENT RESPONSE: The Government will provide access to the existing knowledge management system and content.

Q21. Please reconfirm the due date for this procurement by providing it in response to answers to questions.

GOVERNMENT RESPONSE: Proposals must be submitted by 11:30 AM Eastern Standard Time on December 18, 2019.

Q22. Why has this bid been released at this time?

GOVERNMENT RESPONSE: The Government intends to award a contract or contracts resulting from this solicitation to the responsible offeror(s) whose proposal(s) represents the best value after evaluation in accordance with the factors and subfactors in the solicitation.

Q23. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

GOVERNMENT RESPONSE: Contractor Performance information may not be released to other than Government personnel and the contractor whose performance is being evaluated in accordance with FAR Part 42.

Q24. Has the current contract gone full term?

GOVERNMENT RESPONSE: Yes, this acquisition is a recompetition of contract HHSN261201700010C awarded to Fred Hutchinson Cancer Research Center (May 1, 2017 – April 30, 2020).

Q25. Have all options to extend the current contract been exercised?

GOVERNMENT RESPONSE: Yes, this acquisition is a recompetition of contract

Q26. Who is the incumbent, and how long has the incumbent been providing the requested services?

GOVERNMENT RESPONSE: This acquisition is a recompetition of contract

Q27. To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

GOVERNMENT RESPONSE: The Government will evaluate proposals in accordance with the factors set forth in PART IV, SECTION M of this RFP.

Q28. How are fees currently being billed by any incumbent(s), by category, and at what rates?

GOVERNMENT RESPONSE: HHSN261201700010C is a cost plus fixed fee contract as described in FAR 16.306.

Q29. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

GOVERNMENT RESPONSE: The government declines to answer.

Q30. Is previous experience with any specific customer information systems, phone systems, or software required?

GOVERNMENT RESPONSE: Please see Attachment 5, page 8 for information regarding Facilities, Security, Equipment and Systems.

Q31. What is the minimum required total call capacity?

GOVERNMENT RESPONSE: Standards for Service Access and Service Quality are outlined in Attachment 3, pages 15-18.

Q32. What is the minimum simultaneous inbound call capacity?

Q33. What is the maximum hold time?

GOVERNMENT RESPONSE: The maximum time per hold is five minutes.

Q34. What percentage of inbound calls must be answered by a live operator?

Q35. What percentage of calls must be resolved without a transfer, second call, or a return call?

Q36. Is there a minimum or maximum number of operators and supervisors?

GOVERNMENT RESPONSE: No.

Q37. What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

GOVERNMENT RESPONSE: NCI’s call retention policy is 13 months. NCI records 100% of all calls.

Q38. What are the recording and storage requirements for non-phone communications?

GOVERNMENT RESPONSE: Non-phone interactions are saved in existing Government systems as appropriate for the contact type. Retention policies vary based on established program protocols but are maintained a minimum of 13 months.

Q39. What information is to be included in call logs?

GOVERNMENT RESPONSE: Required call log information is configured within the existing Government systems.

Q40. What is the current number of seats for operators and supervisors at your existing call center?

GOVERNMENT RESPONSE: There is no set number of seats for operators and supervisors except as already stated in the solicitation. The existing call center’s numbers are based on their unique technical approach and therefore may not be equivalent to an Offeror’s number of seats needed to fulfill their technical approach.

Q41. Over the past year, what is the percentage of calls received in English versus non- English?

GOVERNMENT RESPONSE: Approximately 92%.

Q42. Over the past year, what percentage of calls received were in Spanish?

GOVERNMENT RESPONSE: Approximately 8%.

Q43. What time of day, days of the week, or times of the year do calls typically peak?

GOVERNMENT RESPONSE: Contacts to the NCI Contact Center follow a seasonal pattern, peaking in the Spring and Fall. Contacts are heaviest during the beginning of the week, with contacts heavier in the morning hours.

Q44. Does the FTE values for Information Specialists include any non-productive time?

(Section L.d)

GOVERNMENT RESPONSE: An FTE is considered to be 2080 hours which calculates to 8 hours per day, 5 days a week.

Q45. Is a language translation service used for languages other than English and Spanish? (Attachment 3 - SOW)

GOVERNMENT RESPONSE: A language translation service is not currently used for languages other than English and Spanish.

Q46. What percent of contacts are offered survey? Is survey offered for all channels?

What survey platform is utilized? Will this platform be contractor or NCI furnished?

Attachment 3 - SOW)

GOVERNMENT RESPONSE: Current sampling percentage of all contacts is set by OMB NO: 0925-0208 (expiration date 11/30/2021) and does not exceed 25% of all contacts on NCI Contact Center channels and includes 100% sampling on Options for U.S. Department of Veterans Affairs (VA) Quitline Service (Attachment 3, page 14). The survey platform is included in the existing Government systems.

Q47. Does NCI have a comprehensive performance management tool that consolidates data / metrics and performance for all channels & Information Specialists? What system is used for Social Media Management & Response? RightNow? Are Voice Mails left on Cisco UCCE or Verizon IVR? (Attachment 3 – SOW and Attachment 5)

GOVERNMENT RESPONSE: Yes. Systems, including telecommunications, to be used by the contractor are procured by the Government. The Contractor is responsible for the facilities, security, and equipment necessary to access and comply with those systems. The current systems in use are outlined on page 8 of Attachment 5 and current compatibility requirements are included in Task 11 on page 11 of the NCI Contact Center SOW. Social Media management and response is platform native and voicemails are left on the Cisco UCCE.

Q48. Are all Information Specialists skilled to support all channels? Voice, Chat, Email, etc. If so, are interactions prioritized for delivery to agent by channel? (Attachment 3 -

SOW)

Q49. What is the current training timeline for a new hire Information Specialist?

Classroom vs OJT? eLearning? (Attachment 3 - SOW)

GOVERNMENT RESPONSE: The current initial training timeline is approximately 8 weeks. Current method of instruction varies.

Q50. Does NCI have an LMS system used to track training, eLearning and historical learner progress and performance? Will the contractor provide or will it be NCI furnished? (Attachment 3 - SOW)

GOVERNMENT RESPONSE: The NCI does not utilize an LMS system to track Contact Center training.

Q51. In the current set up, what concurrency is running in chat? (Attachment 9)

GOVERNMENT RESPONSE: The average number of simultaneous chats is two.

Q52. Available time is stated as 99%. What is included in the 1% unavailable? How is training, break, coaching, supervisor huddles, etc. accounted for? (Attachment 9)

GOVERNMENT RESPONSE: Aux codes are used to track NCI Contact Center agent time when not accepting interactions.

Q53. What is the assumed transition period from Incumbent to new Contractor? Is this transition planned to begin on or about May 1, 2020? When will new contractor begin handling contacts? (Section F)

GOVERNMENT RESPONSE: The transition period is dependent on the date of award and will be a minimum of 30 days.

Q54. Is the NCI incumbent currently utilizing any Work At Home Agents?

Q55. For pricing purposes, confirm all government-furnished equipment and systems.

(Attachment 3 11.A.1.,Task 12: A., Attachment 5 – 3.D)

GOVERNMENT RESPONSE: Systems, including telecommunications, to be used by the contractor are procured by the Government. The Contractor is responsible for the facilities, security, and equipment necessary to access and comply with those systems.

The current systems in use are outlined on page 8 of Attachment 5 and current compatibility requirements are included in Task 11 on page 11 of the NCI Contact Center

SOW.

Q56. Confirm Single Principal Investigator/Project Director and Program Director is a single position. If so, which job title is preferred? (L.2.b.1.b.1., M.5.B.2.)

GOVERNMENT RESPONSE: These titles refer to the same position. Please use Program Director.

Q57. Confirm phrases: “Title Page”, “Cover Page” and “first page of the proposal” all share a single meaning. If so, confirm all requested information for the Title Page/Cover Page/first page of the proposal may be combined into a single document at the beginning of the proposal package. (L.2.a.2.I., 2.c.2., Attachment 1. II.B.2.a., L.1.c.2.)

GOVERNMENT RESPONSE: “Title Page”, “Cover Page” and “first page of the proposal” share a single meaning, however the technical and business proposal should each contain a title page/cover page.

Q58. Confirm the Transition-In Plan is excluded from the Technical Proposal page count due to the plan being required of non-incumbent bidders only. (Attachment 1. II.B.2, Attachment 3 Section 3.A.b, L.2.a.14.K, Attachment 3, Task 13, 1.)

GOVERNMENT RESPONSE: The Government concurs, the Transition-In Plan is excluded from the Technical Proposal page count. Please see revised Attachment 1 Section B2 included in this amendment.

Q59. Confirm mandatory qualification criteria documentation is excluded from the Technical Proposal page count. (Attachment 1. II.B.2, Attachment 5: Section 2)

GOVERNMENT RESPONSE: ONC Certifications do not count as part of the 50 page limitation of the Technical Proposal. Please see revised Attachment 1 Section B2 included in this amendment.

Q60. Confirm the Scenario Response is excluded from the Technical Proposal page count. (Attachment 1. II.B.2, Attachment 5 3.A.c, M.5.A.9)

GOVERNMENT RESPONSE: The response to the scenario “Client Experience” required on page 3 of Attachment 5 is to be provided as part of the Technical Proposal and does count towards the page count.

Q61. Confirm Key Personnel letters of availability and intent are excluded from the Technical Proposal page count. (Attachment 1. II.B.2, Attachment 5. 3.B.a.vi.)

GOVERNMENT RESPONSE: Key Personnel letters of availability and intent are excluded from the Technical Proposal page count. Please see revised Attachment 1 Section B2 included in this amendment.

Q62. Confirm Attachment 6 is excluded from the Technical Proposal page count.

Indicate where Attachment 6 is required to be placed in the Technical Proposal response.

(Attachment 1. II.B.2, Attachment 6)

GOVERNMENT RESPONSE: Attachment 6 is to be included as part of the offeror’s Technical Proposal and does count towards the 50 page limit.

Q63. Confirm “Year 6” and “Year 7” in Attachment 6 are not required. (Attachment 6, Article B.2.)

GOVERNMENT RESPONSE: The Government concurs “Year 6” and “Year 7” in Attachment 6 are not required to be completed.

Q64. Key Staff includes Program Director. The Budget Format does not include the required key staff position of Program Director. Confirm Program Director hours are required in the personnel table of labor hours. (Attachment 10 (page 256), Attachment 5 Key Staff)

GOVERNMENT RESPONSE: Program Director hours are required in the personnel table of labor hours. The revised estimated total hours are 800,280. Please see revised Solicitation Section L Level of Effort, Page 62 Chart and Attachment 10 included in this amendment.

Q65. Confirm proposal submission is required via eCPS. If so, confirm paper submission is not required and labeling ‘original copy’ or ‘copy X of Y’ is also not required.

(L.2.a.2., Attachment 1. A.1., L.1.a.c.1.)

GOVERNMENT RESPONSE: Proposals are to be submitted electronically using the NIH electronic Contract Proposal Submission (eCPS) Website. Offerors are not required to label proposals ‘original copy’ or ‘copy X of Y’.

Q66. Science Writer is a personnel position listed in the personnel budget. For pricing purposes, please provide a job description and/or requirements for this position.

(Attachment 10. 1.)

GOVERNMENT RESPONSE: An NCI Contact Center Science Writer(s) (SW) responds to more complex written correspondence in English and consults on similar Spanish inquiries. SWs triage and handle only written correspondence (letters) and Cancer.gov E-mail. SW will be competent and proficient in their ability to:

a. Identify the information needs of clients;

b. Provide information that meets the needs of clients;

c. Provide information in accordance with quality standards, and according to NCI policies and procedures;

d. Collect data on each interaction using the tools provided by NCI;

e. Meet all key performance indicators of the contract;

f. Use of Microsoft Office;

g. Write using plain language and knowledge management databases and provide responses using NCI information resources;

h. Develop responses using standard templates; and

i. Utilize systems and technology for each access channel.

Q67. Confirm if Offer Experience is required in the Business Proposal, Technical Proposal and/or both. If the Technical Proposal or both, confirm this is excluded from the Technical Proposal page count. (L.2.c.11.b, Attachment 5, 3.C., M.5.C, L.2.a.13)

GOVERNMENT RESPONSE: Offeror’s Experience is to be included in the Technical and Business Proposals as described in the RFP. Experience when included in the Technical Proposal is included in the 50 page limit.

Q68. Confirm this evaluation factor is referencing Attachment 5: Additional Technical Proposal Instructions. (M.5.A.9)

GOVERNMENT RESPONSE: The Government concurs, Section M 5. A. 9. refers to Attachment 5. See revised section M.5.A9

Q69. Confirm Key Personnel letters of availability and intent are required of incumbent and contingent hire personnel. (Attachment 5. 3.B.a.vi.)

GOVERNMENT RESPONSE: When proposing named personnel not currently employed by the offeror, a letter of a letter of commitment or other evidence of availability is required.

Q70. For pricing purposes, provide the current outreach level of effort. Please provide a summary of the type of outreach that is currently being performed. Is it the intent of NIH to increase or decrease the current outreach efforts? (Attachment 3. Task 7)

GOVERNMENT RESPONSE: Attachment 3, Task 7 is a new contract task.

Q71. Regarding the strategic outreach plan, please confirm the inclusion of NCI’s programs and priorities (NCI designated Cancer Centers, National Clinical Trials Network, And NCI Community Oncology Research Program) is limited to the handling of inquiries on behalf of NCI. (It is not outreach on behalf of NCI’s programs external to the contact center.) (Attachment 3. Task 7.1.)

GOVERNMENT RESPONSE: Please review Attachment 3, Task 7.

Q72. If a vendor is not proposing any new EIT, is the VPAT form in Attachment 8 required? If it is, the number of pages may be significant (Attachment 8 is 27 pages).

Will the Government exclude this attachment from the page count?

GOVERNMENT RESPONSE: The VPAT form is not required and will be excluded from the page count if submitted, however all deliverables submitted are to be 508 complaint. Please see revised Attachment 1 Section B2 included in this amendment.

II Revisions to Sections of the RFP:

Solicitation Section L Level of Effort, Page 62 Chart

The Government's requirement for the work set forth in the Statement of Work of this solicitation is estimated to be 806,520 800,280 direct labor hours. It is estimated that the labor hours are constituted as specified below and will be expended approximately as follows:

Labor Category Year 1 Year 2 Year 3 Year 4 Year 5 Program Director 2080 2080 2080 2080 2080 Contact Center Manager 2080 2080 2080 2080 2080 Training Manager 2080 2080 2080 2080 2080 Oncology Nurse Educators 4160 4160 4160 4160 4160 Science Writer 4160 4160 4160 4160 4160

Resource Coordinator 2080 2080 2080 2080 2080 Supervisors 16640 22880 22880 24960 24960 Information Specialists/ Agents 83200 93600 104000 104000 104000 Budget Analyst 1040 1040 1040 1040 1040 Total 117520 134160 144560 146640 146640

Options for VA increased Services Labor Category Option A

Year 1 Option B

Year 2 Option C

Year 3 Option D

Year 4 Option E

Year 4 Training Manager 520 520 520 520 520 Supervisors 4160 4160 4160 4160 4160 Information Specialist/ Agents 14560 14560 18720 18720 20800 Total 19240 19240 23400 23400 25480

Solicitation Section L 2. Authorized Official and Submission of Proposal, Page 64

The proposal must be signed by an official authorized to bind your organization and must stipulate that it is predicated upon all the terms and conditions of this RFP. Your proposal shall be submitted in the number of copies, to the addressees, and marked as indicated in the Attachment entitled, PACKAGING AND DELIVERY OF PROPOSAL, Part III, Section J hereof. Proposals will be typewritten, paginated, reproduced on letter size paper, printed/copied double-sided, on at least 30 percent post consumer fiber paper, as required by FAR 4.302(b), and will be legible in all required copies. To expedite the proposal evaluation, all documents required for responding to the SOLICITATION should be placed in the following order:

I. COVER PAGE

Include RFP title, number, name of organization, DUNS No., identification of the proposal part. ,and indicate whether the proposal is an original or a copy.

Solicitation Section M.5.A. Understanding of the Work/Technical Approach 40pts,

5. Demonstrated ability to operate a Contact Center that delivers complex health information and to meet all key performance indicators of the contract.

9. Demonstrated ability to perform Scenario: Client Experience See Attachment 18 5:

Additional Technical Proposal Instructions.

Attachment 1 Packaging and Delivery of Proposals (eCPS), Page 2

B. Page limitations:

1. The total page count of the Technical proposal shall not exceed _50_ pages.

2. Total page count does not include:

a. Title and Back Page; Table of Contents; Section Dividers that do not contain information other than title of Section; and

b. The Human Subject and Clinical Trial Information Form, if required by the solicitation.

c. Resumes

d. OCN®, CPON®, AOCNP® and AOCNS® certifications

e. Key Personnel letters of availability and intent

f. Transition-In Plan (if applicable)

g. VPAT form (if applicable)

3. Pages exceeding limitations will be removed from the proposal and will not be considered.

Attachment 3 SOW Options for U.S. Department of Veterans Affairs (VA) Quitline Services, Page 15

1. Conduct ongoing assessment of VA quitline outcomes through follow-up phone surveys (1 month, 4 month, 7 months, 13 months) and reengage clients, as defined by the VA quitline services protocol, who may have relapsed;

Attachment 5 Additional Technical Proposal Instructions, Page 1

General Instructions

SECTION 1

1. PROPOSAL TITLE PAGE. Include RFP title and number, name of organization, DUNS number, proposal part, and identify if the proposal is an original or a copy.

2. PROPOSAL SUMMARY AND DATA RECORD (NIH-2043)

3. TABLE OF CONTENTS

Attachment 10: Additional Business Proposal Instructions, Page 1

1. Budget Format

Personnel Base

Period Hours/Year

Option Year Two

Option Year Three

Option Year Four

Option Year Five

Total

Program Director 2,080 2,080 2,080 2,080 2,080 10,400

Contact Center Manager 2,080 2,080 2,080 2,080 2,080 10,400

Training Manager 2,080 2,080 2,080 2,080 2,080 10,400

2 Oncology Nurse Educators 4,160 4,160 4,160 4,160 4,160 20,800

Science Writer 4,160 4,160 4,160 4,160 4,160 20,800

Resource Coordinator 2,080 2,080 2,080 2,080 2,080 10,400

Supervisors 16,640

(8) 22,880

(11) 22,880

(11) 24,960

(12) 24,960

(12) 112,320

Information Specialists/Agents 83,200

(40) 93,600

(45) 104,000

(50) 104,000

(50) 104,000

(50) 488,800

Budget Analyst 1,040 1,040 1,040 1,040 1,040 5,200

Total Personnel 117520 134160 144560 146640 146640 689,520

Options for Increased Capacity

Personnel Option A

Hours/Year

Option B

Option C Option D Option E Total

Training Manager 520 520 520 520 520 2,600

2 Supervisors 4,160 4,160 4,160 4,160 4,160 20,800

7 Information Specialists/Agents

14,560 14,560 18,720 (9)

18,720 (9)

20,800 (10)

87,360

Total Personnel 19,240 19,240 23,400 23,400 25,480 110,760

• Materials, Supplies and Other Direct Costs- List all prices, units, etc., to detail how the calculations were made.

• Indirect Costs- List the rates applied and the base the rate is applied to.

• Travel- List individual trips.