86614820R00003 REAC-TAC Call Center Solicitation.pdf

SEE ADDENDUMIS CHECKED

CODE 18a. PAYMENT WILL BE MADE BY

CODE

FACILITYCODE

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

OFFEROR

HUD-NFWP

1670 BROADWAY 23RD FLOOR

OFFICER

OFFICE OF THE CHIEF PROCUREMENT

US DEPARTMENT OF HUD

HUD-P CODE 16. ADMINISTERED BYCODE

X

X

561422

SIZE STANDARD:

% FOR:SET ASIDE:UNRESTRICTED ORHUD-NFWP

RFPIFB

10. THIS ACQUISITION ISCODE

RFQ

14. METHOD OF SOLICITATION

13b. RATING

NAICS:

SMALL BUSINESS

06/18/2020 1400 ET

05/15/2020

303-672-5482ADRIAN BLACKMAN

(No collect calls)

INFORMATION CALL:

FOR SOLICITATION 8. OFFER DUE DATE/LOCAL TIMEb. TELEPHONE NUMBER a. NAME

4. ORDER NUMBER3. AWARD/ 6. SOLICITATION

86614820R00003

5. SOLICITATION NUMBER

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS 1. REQUISITION NUMBER PAGE OF

1 96 See ScheduleOFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

DENVER CO 80202-4801

TELEPHONE NO.

17a. CONTRACTOR/

WASHINGTON DC 20410

451 7TH STREET SW

HUD-P

15. DELIVER TO

DENVER CO 80202-4801

1670 BROADWAY 23RD FLOOR

OFFICER

OFFICE OF THE CHIEF PROCUREMENT

9. ISSUED BY

7.

2. CONTRACT NO.

EFFECTIVE DATE

$16.50

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW

ISSUE DATE

DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

11.

SEE SCHEDULE

12. DISCOUNT TERMS

THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13a.

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

8(A)

US DEPARTMENT OF HUD

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

X

24.

AMOUNT

23.

UNIT PRICE

22.

UNIT

21.

QUANTITY

20.

SCHEDULE OF SUPPLIES/SERVICES

19.

ITEM NO.

Inv Approver/COR: DAVENPORT, MICHAEL Inv Approver/COR Backup1: BLACKMAN, ADRIAN Inv Approver/COR Backup2: STUART, CHRISTOPHER Period of Performance: 09/01/2020 to 08/31/2021

0001 REAC/TAC Call Center Base Year (PIH) Requisition No: RCS-PX-2020-00013

Delivery: 08/31/2021

Continued ...

(Use Reverse and/or Attach Additional Sheets as Necessary)

HEREIN, IS ACCEPTED AS TO ITEMS:

X

XX

DATED

ADRIAN C. BLACKMAN

. YOUR OFFER ON SOLICITATION (BLOCK 5),

INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE SET FORTH

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DELIVER

ARE

ARE

31c. DATE SIGNED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (Type or print)

ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY ADDITIONAL

SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

26. TOTAL AWARD AMOUNT (For Govt. Use Only)

OFFER

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA - FAR (48 CFR) 53.212

ARE NOT ATTACHED.

ARE NOT ATTACHED.

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

30b. NAME AND TITLE OF SIGNER (Type or print)

30a. SIGNATURE OF OFFEROR/CONTRACTOR

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

25. ACCOUNTING AND APPROPRIATION DATA

29. AWARD OF CONTRACT:

REF.

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE

32c. DATE 32b. SIGNATURE OF AUTHORIZED GOVERNMENT REPRESENTATIVE

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED:

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

40. PAID BY39. S/R VOUCHER NUMBER38. S/R ACCOUNT NUMBER

37. CHECK NUMBER

FINALPARTIAL

36. PAYMENT

FINALPARTIAL

35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER33. SHIP NUMBER

COMPLETE

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

42d. TOTAL CONTAINERS42c. DATE REC'D (YY/MM/DD)

42b. RECEIVED AT (Location)

42a. RECEIVED BY (Print)

41c. DATE41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

STANDARD FORM 1449 (REV. 2/2012) BACK

24.

AMOUNT

23.

UNIT PRICE

22.

UNIT

21.

QUANTITY

20.

SCHEDULE OF SUPPLIES/SERVICES

19.

ITEM NO.

0001A 5.1 Transition-In 1 EA

(Not Separately Priced)

0001B 5.2 Service Request Reports Total Includes: 1 EA

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Not Separately Priced)

0001C 5.3 KnowledgeBase Management Total 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Not Separately Priced)

0001D 5.4 ACD and CRM Support Total; Includes: 1 EA

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

Continued ...

32f. TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT REPRESENTATIVE

96 2 of

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

3 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Not Separately Priced)

0001E 5.5 Department Customer Support Monthly 12 MO

(Not Separately Priced)

0001F 5.6.3 Program Management Plan 1 EA

(Not Separately Priced)

0001G 5.6.5 Ad Hoc Reports 15 EA

(Not Separately Priced)

0001H 5.7 Transition-Out Optional Task 1 JZ

(Not Separately Priced)

0002 REAC/TAC Call Center (PIH) Option Period 1

(Option Line Item)

0002A 5.2 Service Request Report Total Includes: Option 1 EA

Period 1

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Option Line Item)

(Not Separately Priced)

0002B 5.3 KnowledgeBase Management Total Option Period 1 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Option Line Item)

(Not Separately Priced)

0002C 5.4 ACD and CRM Support Total; Option Period 1 1 EA

Includes:

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

Sponsored by GSA

FAR (48 CFR) 53.110

4 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0002D 5.5 Departmental Customer Support Option Period 1 12 MO

(Option Line Item)

(Not Separately Priced)

0002E 5.6.5 Ad Hoc Reports Option Period 1 15 EA

(Option Line Item)

(Not Separately Priced)

0002F 5.7 Transition-Out (Optional Task); Option Period 1 JZ

(Option Line Item)

(Not Separately Priced)

0003 REAC/TAC Call Center (PIH) Option Period 2

(Option Line Item)

0003A 5.2 Service Request Report Total Option Period 2 1 EA

Includes:

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Option Line Item)

(Not Separately Priced)

0003B 5.3 KnowledgeBase Management Total Option Period 2 1 EA

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

5 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

Option Period 2

(Option Line Item)

(Not Separately Priced)

0003C 5.4 ACD and CRM Support Total; Option Period 2 1 EA

Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0003D 5.5 Departmental Customer Support Monthly Option 12 MO

Period 2

(Option Line Item)

(Not Separately Priced)

0003E 5.6.5 Ad Hoc Reports Option Period 2 15 EA

(Option Line Item)

(Not Separately Priced)

0003F 5.7 Transition-Out (Optional Task) Option Period 2 1 JZ

(Option Line Item)

(Not Separately Priced)

0004 REAC/TAC Call Center (PIH) Option Period 3

(Option Line Item)

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

6 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

0004A 5.2 Service Request Report Total Option Period 3 1 EA

(Option Line Item)

(Not Separately Priced)

0004B 5.3 KnowledgeBase Management Total Option Period 3 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Option Line Item)

(Not Separately Priced)

0004C 5.4 ACD and CRM Support Total; Option Period 3 1 EA

Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0004D 5.5 Departmental Customer Support Option Period 3 12 MO

(Option Line Item)

(Not Separately Priced)

0004E 5.6.5 Ad Hoc Reports Option Period 3 15 EA

(Option Line Item)

(Not Separately Priced)

0004F 5.7 Transition-Out (Optional Task) Option Period 3 1 JZ

(Option Line Item)

(Not Separately Priced)

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

7 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

0005 REAC/TAC Call Center (PIH) Option Period 4

(Option Line Item)

0005A 5.2 Service Request Reports Total Includes: 1 EA

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly Option Period 4

(Option Line Item)

(Not Separately Priced)

0005B 5.3 KnowledgeBase Management Total Option Period 4 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Option Line Item)

(Not Separately Priced)

0005C 5.4 ACD and CRM Support Total; Option Period 4 1 EA

Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0005D 5.5 Departmental Customer Support Option Period 4 12 MO

(Option Line Item)

(Not Separately Priced)

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

8 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

0005E 5.6.5 Ad Hoc Reports Option Period 4 15 EA

(Option Line Item)

(Not Separately Priced)

0005F 5.7 Transition-Out (Optional Task) Option Period 4 1 JZ

(Option Line Item)

(Not Separately Priced)

0006 REAC/TAC Call Center (MFH)

Requisition No: RCS-PX-2020-00015

Delivery: 08/31/2021

0006A 5.1 Transition-In 1 EA

(Not Separately Priced)

0006B 5.2 Service Request Reports Total Includes: 1 EA

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Not Separately Priced)

0006C 5.3 KnowledgeBase Management Total 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Not Separately Priced)

0006D 5.4 ACD and CRM Support Total; Includes: 1 EA

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

9 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

5.4.2.4.7 App Development Monthly

(Not Separately Priced)

0006E 5.5 Department Customer Support Monthly 12 MO

(Not Separately Priced)

0006F 5.6.3 Program Management Plan 1 EA

(Not Separately Priced)

0006G 5.6.5 Ad Hoc Reports 15 EA

(Not Separately Priced)

0006H 5.7 Transition-Out Optional Task 1 JZ

(Not Separately Priced)

0007 REAC/TAC Call Center (MFH) Option Period 1

(Option Line Item)

0007A 5.2 Service Request Reports Total Option Period 1 1 EA

Includes:

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Option Line Item)

(Not Separately Priced)

0007B 5.3 KnowledgeBase Management Total Option Period 1 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Option Line Item)

(Not Separately Priced)

0007C 5.4 ACD and CRM Support Total Option Period 1 1 EA

Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

10 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0007D 5.5 Departmental Customer Support Monthly Option 12 MO

Period 1

(Option Line Item)

(Not Separately Priced)

0007E 5.6.5 Ad Hoc Reports Option Period 1 15 EA

(Option Line Item)

(Not Separately Priced)

0007F 5.7 Transition-Out (Optional Task) Option Period 1 1 JZ

(Option Line Item)

(Not Separately Priced)

0008 REAC/TAC Call Center (MFH) Option Period 2

(Option Line Item)

0008A 5.2 Service Request Reports Total Option Period 2 1 EA

Includes:

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Option Line Item)

(Not Separately Priced)

0008B 5.3 KnowledgeBase Management Total Option Period 2 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

11 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Option Line Item)

(Not Separately Priced)

0008C 5.4 ACD and CRM Support Total Option Period 2 1 EA

Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0008D 5.5 Departmental Customer Support Monthly Option 12 MO

Period 2

(Option Line Item)

(Not Separately Priced)

0008E 5.6.5 Ad Hoc Reports Option Period 2 15 EA

(Option Line Item)

(Not Separately Priced)

0008F 5.7 Transition-Out (Optional Task) Option Period 2 1 JZ

(Option Line Item)

(Not Separately Priced)

0009 REAC/TAC Call Center (MFH) Option Period 3

(Option Line Item)

0009A 5.2 Service Request Reports Total Option Period 3 1 EA

Includes:

5.2.1 Respond to Service Requests Monthly

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

12 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Option Line Item)

(Not Separately Priced)

0009B 5.3 KnowledgeBase Management Total Option Period 3 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Option Line Item)

(Not Separately Priced)

0009C 5.4 ACD and CRM Support Total Option Period 3 1 EA

Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0009D 5.5 Departmental Customer Support Monthly Option 12 MO

Period 3

(Option Line Item)

(Not Separately Priced)

0009E 5.6.5 Ad Hoc Reports Option Period 3 15 EA

(Option Line Item)

(Not Separately Priced)

0009F 5.7 Transition-Out (Optional Task) Option Period 3 1 JZ

(Option Line Item)

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

13 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

(Not Separately Priced)

0010 REAC/TAC Call Center (MFH) Option Period 4

(Option Line Item)

0010A 5.2 Service Request Reports Total Option Period 4 1 EA

Includes:

5.2.1 Respond to Service Requests Monthly

5.2.2 Conduct Monthly Calls to

Inquirers/Customers Monthly

(Option Line Item)

(Not Separately Priced)

0010B 5.3 KnowledgeBase Management Total Option Period 4 1 EA

Includes: 5.3.1 KnowledgeBase Content Development

Monthly

5.3.2 Escalated Services Requests Monthly

5.3.3 CRM KnowledgeBase Management Tasks Monthly

(Option Line Item)

(Not Separately Priced)

0010C 5.4 ACD and CRM Support Total Option Period 4 1 EA

Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Community Cloud Tasks Monthly

5.4.2.2 Salesforce Community Cloud Tasks Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.7 App Development Monthly

(Option Line Item)

(Not Separately Priced)

0010D 5.5 Departmental Customer Support Monthly Option 12 MO

Period 4

(Option Line Item)

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

14 96

CONTINUATION SHEET

REFERENCE NO. OF DOCUMENT BEING CONTINUED PAGE OF

(A) (B) (C) (D) (E) (F)

86614820R00003

(Not Separately Priced)

0010E 5.6.5 Ad Hoc Reports Option Period 4 15 EA

(Option Line Item)

(Not Separately Priced)

0010F 5.7 Transition-Out (Optional Task) Option Period 4 1 JZ

(Option Line Item)

(Not Separately Priced)

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

Real Estate Assessment Center Technical Assessment Center (REAC/TAC Call Center) Solicitation No. 86614820R00003

Table of Contents Page

PART I - THE SCHEDULE

SECTION B - Supplies or Services/Price……………………………………………………………………16

SECTION C - Description/Specifications…..……………………………………………………………

SECTION D - Packaging and Marketing……………………………………………………………………22

SECTION E - Inspection and Acceptance………………………………………………………….……

SECTION F - Deliveries or Performance…………………..………..……

SECTION G - Contract Administration………………………………………………………………….….26

SECTION H - Special Contract Requirements………………….……

PART II - CONTRACT CLAUSES

SECTION I - Contract Clauses………….……………………………………

PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

SECTION J - List of Documents, Exhibits and Other Attachments………………………………….……53

PART IV – REPRESENTATIONS AND INSTRUCTIONS

SECTION K – Representations, Certifications and Other Statements of Offerors……………………….54

SECTION L – Instructions, Conditions, And Notices to Bidders………………………………

SECTION M – Evaluation Factors for Award……………………………………………………

PART I - THE SCHEDULE

SECTION B - SUPPLIES OR SERVICES AND PRICES/COST PART

B.1 CONTRACT DEFINITION

A Fixed-Price Contract to be awarded for this requirement of commercial services. The purpose of this contract is to provide services for HUD’s REAC TAC Multi-channel Contact Center.

B.2 DESCRIPTION OF SERVICES

The purpose of the Call Center is to provide:

General information Service Requests Service Requests on specific programs, applications, and services Technical assistance with Departmental systems Fulfillment requests Referrals to other Departmental or Governmental contact centers Congressional Service Requests Emergency or disaster-related Service Requests Contingency-related Service Requests, i.e., per activation HUD Continuity of Operations Plan Records Updating Requests Appointment scheduling/rescheduling Compliment/Complaint Service Requests Public comments/Customer surveys/feedback

The Contractor shall furnish the necessary personnel, equipment, supplies, and services, as required to meet the requirements of the Government.

In addition to providing TAC Customer and TAC Departmental Customer support services, the Contractor shall perform all technical and management functions, as described in this PWS, to plan, design, implement, operate, and manage the contact center.

The Contractor shall provide any special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the diverse needs of the Government.

B.3 GEOGRAPHIC AREA AND PERIOD OF PERFORMANCE

The location of the call center is at the Government’s facilities located at 425 3rd Street, SW Washington, DC 20024 (REAC Office - Capital View Building) and at the REAC Mail Room located at the Potomac Center Office Facilities, 550 12th Street, SW, Washington, DC 20024.

This contract will have 1 (One Year) Base Period and 4 (One Year) Option Periods.

Period of Performance:

Base Period 09/01/2020 to 08/31/2021 Option Period 1 - 09/01/2021 to 08/31/2022 Option Period 2 – 09/01/2022 to 08/31/2023 Option Period 3 – 09/01/2023 to 08/31/2024 Option Period 4 – 09/01/2024 to 08/31/2025

B.4 CONTRACT LINE ITEM NUMBERS AND PRICES

B.4.1. The amount to be paid to the contractors for performance of the tasks as described in Section C of this contract will be as set forth in paragraph B.5.4 of this Section.

B.5.4 CONTRACT UNIT AND TOTAL PRICES

BASE YEAR – 09/01/2020 TO 08/31/2021

CLIN DELIVERABLE DESCRIPTION QTY

Unit of Issue

UNIT

PRICE

TOTAL

AMOUNT

REAC/TAC Call Center Base Year CLIN

0001A – CLIN 0001H 1 JB $

0001A 5.1 Transition In 1 JB $

0001B

5.2 Service Request Report Includes:

5.2.1 Respond to Service Requests

5.2.2 Conduct Outbound Calls to

Inquirers/Customers

12 MO $ $

0001C

5.3 KnowledgeBase Management Includes

5.3.1 KnowledgeBase Content Development

5.3.2 Escalated Services Requests

5.3.3 CRM KnowledgeBase Management

Tasks

12 MO $ $

0001D

5.4 ACD and CRM Support Includes:

5.4.1 ACD Management

5.4.2 CRM Management

5.4.2.1 Salesforce Administrator Tasks

5.4.2.2 Salesforce Community Cloud Tasks

5.4.2.3 Service Cloud Tasks

5.4.2.4 Platform App Builder Tasks

5.4.2.4.1 Data Modeling and Management

5.4.2.4.2 Security

5.4.2.4.3 Business Logic and Process

5.4.2.4.4 User Interface

5.4.2.4.5 Reporting

5.4.2.4.6 Mobile

5.4.2.4.7 App Development

12 MO $ $

0001E 5.5 Departmental Customer Support 12 MO $ $ 0001F 5.6.3 Program Management Plan 1 JB $ 0001G 5.6.5 Ad Hoc Reports 15 EA $ $ 0001H 5.7 Transition-Out Optional Task 1 JB $

OPTION YEAR 1 – 09/01/2021 TO 08/31/2022

CLIN DELIVERABLE DESCRIPTION QTY

Unit of Issue

UNIT

PRICE

TOTAL

AMOUNT

REAC/TAC Call Center Base Year CLIN

0002A – CLIN 0002F 1 JB $

0002A

5.2 Service Request Report Includes:

5.2.1 Respond to Service Requests

5.2.2 Conduct Outbound Calls to

Inquirers/Customers

12 MO $ $

5.3 KnowledgeBase Management Includes:

5.3.1 KnowledgeBase Content Development

0002B 5.3.2 Escalated Services Requests

5.3.3 CRM Knowledgebase Management

Tasks

12 MO $ $

0002C

5.4 ACD and CRM Support Includes:

5.4.1 ACD Management

5.4.2 CRM Management

5.4.2.1 Salesforce Administrator Tasks

5.4.2.2 Salesforce Community Cloud Tasks

5.4.2.3 Service Cloud Tasks

5.4.2.4 Platform App Builder Tasks

5.4.2.4.1 Data Modeling and Management

5.4.2.4.2 Security

5.4.2.4.3 Business Logic and Process

5.4.2.4.4 User Interface

5.4.2.4.5 Reporting

5.4.2.4.6 Mobile

5.4.2.4.6 App Development

12 MO $ $

0002D 5.5 Departmental Customer Support 12 MO $ $ 0002E 5.6.5 Ad Hoc Reports 15 EA $ $ 0002F 5.7 Transition-Out Optional Task 1 JB $

OPTION YEAR 2 – 09/01/2022 TO 08/31/2023

CLIN

DELIVERABLE DESCRIPTION QTY

Unit of Issue

UNIT

PRICE

TOTAL

AMOUNT

REAC/TAC Call Center Base Year CLIN

0003A – CLIN 0003F $

0003A

5.2 Service Request Report Includes:

5.2.1 Respond to Service Requests

5.2.2 Conduct Outbound Calls to

Inquirers/Customers

12 MO $

0003B

5.3 KnowledgeBase Management Includes:

5.3.1 KnowledgeBase Content Development

5.3.2 Escalated Services Requests

5.3.3 CRM Knowledgebase Management

Tasks

12 MO $ $

0003C

5.4 ACD and CRM Support Includes:

5.4.1 ACD Management

5.4.2 CRM Management

5.4.2.1 Salesforce Administrator Tasks

5.4.2.2 Salesforce Community Cloud Tasks

5.4.2.3 Service Cloud Tasks

5.4.2.4 Platform App Builder Tasks

5.4.2.4.1 Data Modeling and Management

5.4.2.4.2 Security

5.4.2.4.3 Business Logic and Process

5.4.2.4.4 User Interface

5.4.2.4.5 Reporting

5.4.2.4.6 Mobile

5.4.2.4.6 App Development

12 MO $ $

0003D 5.5 Departmental Customer Support 12 MO $ $ 0003E 5.6.5 Ad Hoc Reports 15 EA $ $ 0003F 5.7 Transition-Out Optional Task 1 JB $

OPTION YEAR 3 – 09/01/2023 TO 08/31/2024

CLIN DELIVERABLE DESCRIPTION QTY

Unit of Issue

UNIT

PRICE

TOTAL

AMOUNT

REAC/TAC Call Center Base Year CLIN

0004A – CLIN 0004F 1 JB $

0004A

5.2 Service Request Report Includes:

5.2.1 Respond to Service Requests

5.2.2 Conduct Outbound Calls to

Inquirers/Customers

12 MO $ $

0004B

5.3 KnowledgeBase Management Includes:

5.3.1 KnowledgeBase Content Development

5.3.2 Escalated Services Requests

5.3.3 CRM Knowledgebase Management

Tasks

12 MO $ $

0004C

5.4 ACD and CRM Support Includes:

5.4.1 ACD Management

5.4.2 CRM Management

5.4.2.1 Salesforce Administrator Tasks

5.4.2.2 Salesforce Community Cloud Tasks

5.4.2.3 Service Cloud Tasks

5.4.2.4 Platform App Builder Tasks

5.4.2.4.1 Data Modeling and Management

5.4.2.4.2 Security

5.4.2.4.3 Business Logic and Process

5.4.2.4.4 User Interface

5.4.2.4.5 Reporting

5.4.2.4.6 Mobile

5.4.2.4.6 App Development

12 MO $ $

0004D 5.5 Departmental Customer Support 12 MO $ $ 0004E 5.6.5 Ad Hoc Reports 15 EA $ $ 0004F 5.7 Transition-Out Optional Task 1 JB $

OPTION PERIOD 4 – 09/01/2024 TO 08/31/2025

CLIN DELIVERABLE DESCRIPTION QTY

Unit of Issue

UNIT

PRICE

TOTAL

AMOUNT

REAC/TAC Call Center Base Year CLIN

0005A – CLIN 0005F 1 JB $

0005A

5.2 Service Request Report Includes:

5.2.1 Respond to Service Requests

5.2.2 Conduct Outbound Calls to

Inquirers/Customers

12 MO $ $

0005B

5.3 KnowledgeBase Management Includes:

5.3.1 KnowledgeBase Content Development

5.3.2 Escalated Services Requests

5.3.3 CRM Knowledgebase Management

Tasks

12 MO $ $

0005C

5.4 ACD and CRM Support Includes:

5.4.1 ACD Management Monthly

5.4.2 CRM Management Monthly

5.4.2.1 Salesforce Administrator Tasks

Monthly

5.4.2.2 Salesforce Community Cloud Tasks

12 MO $ $

Monthly

5.4.2.3 Service Cloud Tasks Monthly

5.4.2.4 Platform App Builder Tasks Monthly

5.4.2.4.1 Data Modeling and Management

Monthly

5.4.2.4.2 Security Monthly

5.4.2.4.3 Business Logic and Process Monthly

5.4.2.4.4 User Interface Monthly

5.4.2.4.5 Reporting Monthly

5.4.2.4.6 Mobile Monthly

5.4.2.4.6 App Development Monthly

0005D 5.5 Departmental Customer Support 12 MO $ $ 0005E 5.6.5 Ad Hoc Reports 15 EA $ $ 0005F 5.7 Transition-Out Optional Task 1 JB $

Total Base Year and All Options $

SECTION C – PERFORMANCE WORK STATEMENT (PWS)

SEE SECTION J – ATTACHMENT 1

SECTION D - Packaging and Marking

D.1 ENVIRONMENTALLY SAFE PACKAGING

The contractor shall package non-breakable deliverables (reports, proposals, studies, etc.) using environmentally safe packaging materials (e.g., recycled paper). All deliverables shall be packaged and marked in the most economical manner possible and in accordance with the best commercial practices and provide adequate protection during shipping and handling.

(End of Text)

D.2 PAYMENT OF POSTAGE AND SHIPPING COSTS

All postage and shipping costs related to the submission of the information (including reports and forms) required by this contract shall be paid for by the contractor. The price specified in Section B is inclusive of all postage, shipping and delivery charges.

(End of Text)

D.3 MARKING

All information submitted to the Contracting Officer or COR shall clearly indicate the contract number for which the information is being submitted.

(End of Text)

D.4. REPORT FORMAT

All reports shall be delivered to the COR in .PDF format.

(End of Text)

SECTION E - Inspection and Acceptance

E.1 FAR 52.252-2 CLAUSES INCORPORATED BY REFERENCE FEB 1998

This contract incorporates one or more clauses by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. Also, the full text of a clause may be accessed electronically at this/these address(es): http://www.acquisition.gov/far/index.html

End of Clause

NUMBER TITLE DATE

FAR 52.246-4 INSPECTION OF SERVICES-FIXED-PRICE AUG 1996

E.2 HUDAR 2452.246-70 INSPECTION AND ACCEPTANCE MAY 2017

Inspection and acceptance of all work required under this contract shall be performed by the Contracting Officer’s Representative (COR) or other individual as designated by the Contracting Officer or COR.

(End of Clause)

E.3 AVAILABILITY OF RECORDS

Throughout the entire life of the contract, the Contracting Officer or duly authorized representative(s) shall have full and free access to the contractor’s books, documents, papers and records that are pertinent to activities under the contract, including all those books, documents, papers and records.

(End of Text)

E.4 QUALITY INSPECTION CRITERIA

See Section C – Performance Work Statement (PWS).

SECTION F - Deliveries or Performance

F.1 FAR 52.252-2 CLAUSES INCORPORATED BY REFERENCE FEB 1998

This contract incorporates one or more clauses by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. Also, the full text of a clause may be accessed electronically at this/these address(es): http://www.acquisition.gov/far/index.html

(End of Clause)

NUMBER TITLE DATE

FAR 52.242-15 STOP-WORK ORDER AUG 1989

FAR 52.242-17 GOVERNMENT DELAY OF WORK APR 1984

F.2 HUDAR 2452.237-77 TEMPORARY CLOSURE OF HUD FACILITIES MAR 2016

(a)(1) The Department of Housing and Urban Development observes the following days as holidays—

New Year's Day Martin Luther King's Birthday Washington's Birthday Memorial Day| Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day

Any other day designated by Federal law, Executive Order or Presidential Proclamation.

(2) When any holiday specified in (a)(1) falls on a Saturday, the preceding Friday shall be observed. When any such holiday falls on a Sunday, the following Monday shall be observed. Observances of such days by Government personnel shall not be cause for additional period of performance or entitlement to compensation except as set forth in the contract. If the contractor's personnel work on a holiday, no form of holiday or other premium compensation will be reimbursed either as a direct or indirect cost, unless authorized pursuant to an overtime clause elsewhere in this contract.

(b)(1) HUD may close a HUD facility for all or a portion of a business day as a result of-

(A) Granting administrative leave to non-essential HUD employees (e.g., unanticipated holiday)

(B) Inclement weather

(C) Failure of Congress to appropriate operational funds

(D) Or any other reason.

(2) In such cases, contractor personnel not classified as essential, i.e., not performing critical round-the-clock services or tasks, who are not already on duty at the facility shall not report to the facility. Such contractor personnel already present shall be dismissed and shall leave the facility.

(3) The contractor agrees to continue to provide sufficient personnel to perform round-the-clock requirements of critical tasks already in operation or scheduled for performance during the period in which HUD employees are dismissed and shall be guided by any specific instructions of the Contracting Officer or his/her duly authorized representative.

(c) When contractor personnel services are not required or provided due to closure of a HUD facility as described in this clause, the contractor shall be compensated as follows—

(1) For fixed price contracts, deductions in the contractor's price will be computed as follows—

(A) The deduction rate in dollars per day will be equal to the per month contract price divided by the number of business days in each month.

(B) The deduction rate in dollars per day will be multiplied by the number of days’ services are not required or provided.

If services are provided for portions of days, appropriate adjustment will be made by the Contracting Officer to ensure that the contractor is compensated for services provided.

(2) For cost-reimbursement, time-and-materials and labor-hour type contracts, HUD shall not reimburse as direct costs, the costs of salaries or wages of contractor personnel for the period during which such personnel are dismissed from, or do not have access to, the facility.

(End of Clause)

F.3 HUDAR 2452.251-70 CONTRACTOR EMPLOYEE TRAVEL OCT 1999

(a) To the maximum extent practical, the Contractor shall make use of travel discounts which are available to Federal employees while traveling in the conduct of official Government business. Such discounts may include, but are not limited to, lodging and rental car rates.

(b) The Contractor shall be responsible for obtaining and/or providing to his/her employees written evidence of their status with regard to their performance of Government contract work needed to obtain such discounts.

(End of Clause)

F.4 DELIVERY SCHEDULE

Contractor shall perform per the instructions within SECTION J - PWS - Attachment 1 of this solicitation.

SECTION G - Contract Administration Data

G.1 INVOICE SUBMISSIONS

G.1.1 HUDAR 2452.232-70 PAYMENT SCHEDULE AND INVOICE SUBMISSION

(FIXED-PRICE) (DEVIATION MAY 2017)

(a) Payment schedule. Payment of the contract price (see Section B of the contract) will be made upon completion and acceptance of all work unless a partial payment schedule is included below.

(b) Submission of invoices. (1) The Contractor shall obtain access and submit invoices to the Department of Treasury Bureau of Fiscal Services’ Invoice Platform Processing System via the Web at URL:

https://arc.publicdebt.treas.gov/ipp/ fsippqrg.htm in accordance with the instructions on the Web site. To constitute a proper invoice, the invoice must include all items required by the FAR clause at 52.232– 25, ‘‘Prompt Payment.’’ (2) To assist the government in making timely payments, the contractor is also requested to include on each invoice the appropriation number shown on the contract award document (e.g., block 14 of the Standard Form (SF) 26, block 21 of the SF– 33, or block 25 of the SF–1449).

(c) Contractor remittance information. The contractor shall provide the payment office with all information required by other payment clauses or other supplemental information (e.g., contracts for commercial services) contained in this contract.

(d) Final invoice payment. The final invoice will not be paid prior to certification by the Contracting Officer that all work has been completed and accepted.

(End of Clause)

G.1.2 INVOICE SUPPLMENT INSTRUCTIONS

(a) Contractor Remittance Information

To constitute a proper invoice, the invoice must include all items required by FAR clause 52.232-25, Prompt Payment and the following information and/or attached documentation:

(i) Contract Number and applicable Task Order Number

(ii) Contractor’s name, address and telephone number

(iii) Payee account number (Federal Tax ID Number)

(iv) Invoice Number and date

(v) Attach an alphabetical list of each conference or event invoiced, dates and price

(vi) Applicable accounting and appropriation data

(vii) Total amount due

(viii) Contractor’s signature

(b) Payment Offices, COR, and Contracting Officer Contact Information

PAYMENT OFFICE SUBMISSION

Submit the original of the following Invoice Email Address: accountspayable@fiscal.treasury.gov (the email invoice will constitute the original Invoice

COR SUBMISSION – Submit copies of the following (Items may be emailed directly to the COR):

1. Invoice for Services

2. Invoice Summary

3. HUD-94210-F1

COR Address:

Department of Housing & Urban Development ATTN: Michael Davenport U.S. Department of Housing and Urban Development (HUD) PIH Procurement and Contract Services 451 7th Street, SW Washington, DC 20410 Email: michael.davenport@hud.gov

CONTRACTING OFFICER Submission – Submit copies of the following:

1. Invoice for the contract

2. Invoice Summary

3. HUD-94210-F1

Contracting Officer Address:

U.S. Department of HUD Office of the Chief Procurement Officer (OCPO) Western Field Contracting Operations (WFCO) Attn: Adrian Blackman Contracting Officer/ Contract Specialist 1670 Broadway Avenue, 23rd Floor Denver, CO 80202

G.2 HUDAR 2452.237-73 CONDUCT OF WORK AND TECHNICAL GUIDANCE APR 2019

(a) The Contracting Officer will provide the contractor with the name and contact information of the Contracting Officer’s Representative (COR) assigned to this contract. The COR will serve as the contractor’s liaison with the Contracting Officer with regard to the conduct of work. The Contracting Officer will notify the contractor in writing of any change to the current COR’s status or the designation of a successor COR.

(b) The COR for liaison with the contractor as to the conduct of work is [to be inserted at time of award] or a successor designated by the Contracting Officer.

(c) The COR will provide guidance to the contractor on the technical performance of the contract. Such guidance shall not be of a nature which:

(1) Causes the contractor to perform work outside the statement of work or specifications of the contract

(2) Constitutes a change as defined in FAR 52.243-1

(3) Causes an increase or decrease in the cost of the contract

(4) Alters the period of performance or delivery dates; or

(5) Changes any of the other express terms or conditions of the contract.

(d) The COR will issue technical guidance in writing or, if issued orally, he/she will confirm such direction in writing within five calendar days after oral issuance. The COR may issue such guidance via telephone, facsimile (fax), or electronic mail.

mailto:michael.davenport@hud.gov

(e) Other specific limitations [to be inserted by Contracting Officer]:

(f) The contractor shall promptly notify the Contracting Officer whenever the contractor believes that guidance provided by any government personnel, whether or not specifically provided pursuant to this clause, is of a nature described in paragraph (b) above.

(End of clause)

SECTION H — SPECIAL CONTRACT REQUIREMENTS

H.1 HUDAR CLAUSE 2452.203-70 PROHIBITION AGAINST THE USE OF FEDERAL

EMPLOYEES APR 2019

In accordance with Federal Acquisition Regulation 3.601, contracts are not to be awarded to Federal employees or a business concern or other organization owned or substantially owned or controlled by one or more Federal employees. For the purposes of this contract, this prohibition against the use of Federal employees includes any work performed by the contractor or any of its employees, subcontractors, or consultants.

(End of Clause)

H.2 SUPERVISION OF CONTRACTOR’S STAFF

The HUD COR/CS/CO is not responsible for and shall not supervise the contractor’s staff. All direction from the Government will be provided to the contractor and any individual designated in the Key personnel clause “HUD 2452.237-70.”

(End of Text)

H.3 ADDITIONAL RESPONSIBILITIES AND PERMITS AND LICENSING REQUIREMENT

The contractor shall take proper health and safety precautions to protect workers, the public and the property of others. The contractor shall, without additional expense to the Government, obtain and maintain any necessary permits, franchises, licenses, insurance, certifications, or other authorizations as required in the performance of the contract and comply with any federal, city, state, county and municipal laws, codes and regulations applicable to the performance under this contract. The contractor shall ensure that these additional responsibilities apply to all subcontractors.

(End of Text)

H.4 CONTRACTOR PERFORMANCE ASSESSMENT REPORTING SYSTEM (CPARS)

(a) On October 1, 2010, the Department of Housing and Urban Development (HUD) implemented the use of the Contractor Performance Assessment Reporting System (CPARS) that is managed by the Department of Defense (DOD). CPARS assesses a contractor’s performance and provides a record, both positive and negative, on a given contractor during a specific period of time. Each assessment is based on objective facts and supported by program and contract management data, such as cost performance reports, customer comments, quality reviews, technical interchange meetings, financial solvency assessments, construction/production management reviews, contractor operations reviews, functional performance evaluations, and earned contract incentives.

CPARS has connectivity with the Federal Past Performance Information Retrieval System (PPIRS). PPIRS is the system used to collect and retrieve performance assessment reports from Federal agencies for use in source selection determinations. Completed CPARS report cards are transferred to PPIRS on a weekly basis and are available for source selection purposes. CPARS is for UNCLASSIFIED use only.

(b) Contractors do not have to register in CPARS. They are given access by the Government Focal Point when a contract is issued to the contractor. The contractor will receive a temporary password, fill in their account information (phone number, name, title, etc.) change their password, read the rules of behavior and then, they will be able to access CPARS.

(c) The following is the website for access to the system: www.cpars.gov Telephone Contact Voice Phone: (207) 438-1690 http://www.cpars.gov/

Email Contact: webptsmh@navy.mil (End of Text)

H.5 NAICS CODE

The North American Industry Classification System (NAICS) code for this acquisition is 561422 Telemarketing Bureaus and Other Contact Centers. The business size standard is $16.5 million dollars.

mailto:webptsmh@navy.mil

PART II — CONTRACT CLAUSES

SECTION I — CONTRACT CLAUSES

I.1 FAR 52.252-1 SOLICITATION PROVISIONS INCORPORATED BY REFERENCE FEB 1998

This solicitation incorporates one or more solicitation provisions by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. The offeror is cautioned that the listed provisions may include blocks that must be completed by the offeror and submitted with its quotation or offer. In lieu of submitting the full text of those provisions, the offeror may identify the provision by paragraph identifier and provide the appropriate information with its quotations or offer. Also, the full text of a solicitation provision may be accessed electronically at this address(es):

http://farsite.hill.af.mil http://www.acquisition.gov/far/ http://www.hud.gov/offices/cpo/hudar.cfm

(End of Clause)

I.2 FAR 52.252-6 AUTHORIZED DEVIATIONS IN CLAUSES APR 1984

(a) The use in this solicitation or contract of any Federal Acquisition Regulation (48CFR Chapter1) clause with an authorized deviation is indicated by the addition of “(DEVIATION)” after the date of the clause.

(End of Clause)

I.3 FAR 52.252-2 CLAUSES INCORPORATED BY REFERENCE FEB 1998

This contract incorporates one or more clauses by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. Also, the full text of a clause may be accessed electronically at this/these address(es): http://www.acquisition.gov/far/index.html

(End of Clause)

FAR CLAUSE TITLE DATE

52.202-1 Definitions NOV 2013 52.203-3 Gratuities APR 1984 52.203-5 Covenant Against Contingency Fees MAY 2014 52.203-7 Anti-Kickback Procedures MAY 2014

52.203-8 Cancellation, Rescission and Recovery of Funds for Illegal or Improper Activity MAY 2014

52.203-12 Limitation on Payments to Influence Certain Federal Transactions OCT 2010 52.203-14 Display of Hotline Posters OCT 2015 52.203-16 Preventing Personal Conflicts of Interest DEC 2011

52.203-17 Contractor Employee Whistleblower Rights and Requirements to Inform Employees of Whistleblower Rights APR 2014

52.204-4 Printed or Copied Double-Sided on Postconsumer Fiber Content Paper MAY 2011

52.204-9 Personal Identity Verification of Contractor Personnel JAN 2011 52.204-13 System of Award Management Maintenance OCT 2018 52.204-21 Basic Safeguarding of Covered Contractor Information Systems JUN 2016 52.215-2 Audit and Records – Negotiation OCT 2010 52.215-10 Price Reduction for Defective Certified Cost or Pricing Data AUG 2011 http://farsite.hill.af.mil/ http://www/ http://www.hud.gov/offices/cpo/hudar.cfm http://www/

52.223-6 Drug Free Work MAY 2001 52.227-1 Authorization and Consent DEC 2007 52.227-2 Notice and Assistance Regarding Patent and Copyright Infringement DEC 2007 52.227-14 Rights in Data - General MAY 2014 52.229-3 Federal, State, and Local Government FEB 2013 52.232-1 Payments APR 1984 52.232-8 Discounts for Prompt Payment FEB 2002 52.232-11 Extras APR 1984 52.232-17 Interest MAY 2014 52.232-23 Assignment of Claim MAY 2014 52.232-25 Prompt Payment, Alternate I JAN 2017 52.232-39 Unenforceability of Unauthorized Obligations JUN 2013 52.232-40 Providing Accelerated Payments to Small Business Subcontractors DEC 2013 52.233-1 Disputes – Alternate I (DEC 1991) MAY 2014 52.233-3 Protest After Award, Alternate I JUN 1985 52.233-4 Applicable Law for Breach of Contract Claim OCT 2004 52.237-3 Continuity of Services JAN 1991 52.242-1 Notice of Intent to Disallow Cost APR 1984 52.242-13 Bankruptcy JUL 1995 52.244-6 Subcontracts for Commercial Items JAN 2017 52.245-1 Government Property JAN 2017 52.245-9 Use and Changes APR 2012 52.246-25 Limitation of Liability - Services FEB 1997 52.248-1 Value Engineering OCT 2010 52.249-4 Termination for Convenience of the Government (Services) (Short Form) APR 1984 52-249-8 Default (Fixed-Price Supply and Services) APR 1984

I.4 FAR 52.204-1 APPROVAL OF CONTRACT DEC 1989

This contract is subject to the written approval of the Contracting Officer and shall not be binding until so approved.

(End of Clause)

I.5 FAR 52.212-5 CONTRACT TERMS AND CONDITIONS REQUIRED TO IMPLEMENT

STATUTES OR EXECUTIVE ORDERS — COMMERCIAL ITEMS JAN 2020

(a) The Contractor shall comply with the following Federal Acquisition Regulation (FAR) clauses, which are incorporated in this contract by reference, to implement provisions of law or Executive orders applicable to acquisitions of commercial items:

(1) 52.203-19, Prohibition on Requiring Certain Internal Confidentiality Agreements or Statements (Jan 2017) (section 743 of Division E, Title VII, of the Consolidated and Further Continuing Appropriations Act, 2015 (Pub. L. 113-235) and its successor provisions in subsequent appropriations acts (and as extended in continuing resolutions)).

(2) 52.204-23, Prohibition on Contracting for Hardware, Software, and Services Developed or Provided by Kaspersky Lab and Other Covered Entities (Jul 2018) (Section 1634 of Pub. L. 115-91).

(3) 52.204-25, Prohibition on Contracting for Certain Telecommunications and Video Surveillance Services or Equipment. (Aug 2019) (Section 889(a)(1)(A) of Pub. L. 115-232).

(4) 52.209-10, Prohibition on Contracting with Inverted Domestic Corporations (Nov 2015).

https://www.acquisition.gov/content/part-52-solicitation-provisions-and-contract-clauses#i52_203-19 https://www.acquisition.gov/content/part-52-solicitation-provisions-and-contract-clauses#id189A70O0P1N https://www.acquisition.gov/content/part-52-solicitation-provisions-and-contract-clauses#unique_252523041 https://www.acquisition.gov/content/part-52-solicitation-provisions-and-contract-clauses#i1062680

(5) 52.233-3, Protest After Award (Aug 1996) (31 U.S.C. 3553).

(6) 52.233-4, Applicable Law for Breach of Contract Claim (Oct 2004) (Public Laws 108-77 and 108-78

(19 U.S.C. 3805 note)).

(b) The Contractor shall comply with the FAR clauses in this paragraph (b) that the Contracting Officer has indicated as being incorporated in this contract by reference to implement provisions of law or Executive orders applicable to acquisitions of commercial items:

X (1) 52.203-6, Restrictions on Subcontractor Sales to the Government (Sept 2006), with Alternate I (Oct 1995) (41 U.S.C. 4704 and 10 U.S.C. 2402).

X (2) 52.203-13, Contractor Code of Business Ethics and Conduct (Oct 2015) (41 U.S.C. 3509)).

__ (3) 52.203-15, Whistleblower Protections under the American Recovery and Reinvestment Act of 2009 (June 2010) (Section 1553 of Pub. L. 111-5). (Applies to contracts funded by the American Recovery and Reinvestment Act of 2009.)

X (4) 52.204-10, Reporting Executive Compensation and First-Tier Subcontract Awards (Oct 2018) (Pub.

L. 109-282) (31 U.S.C. 6101 note).

__ (5) [Reserved].

__ (6) 52.204-14, Service Contract Reporting Requirements (Oct 2016) (Pub. L. 111-117, section 743 of Div. C).

__ (7) 52.204-15, Service Contract Reporting Requirements for…