REAC-TAC Solicitation - Questions.xlsx
XLSX spreadsheet 17 KB Posted
- Attached to
- HUD REAC/TAC Call Center Federal contract opportunity
- Solicitation number
- 86614820R00003
About this file
This document contains questions and answers regarding a solicitation for contractor support of the Department of Housing and Urban Development's Real Estate Assessment Center Technical Assistance Center call center operations. Key details include: the solicitation requires call center and Knowledge Base management support for 125,000 to 150,000 annual service requests across multiple contact channels. Tasks involve tiered service request processing as well as outbound calls and email campaigns. The period of performance is for a one year base period and four one-year options. Pricing is to be submitted as a firm fixed price for work performed onsite at government facilities. Approximately 22 incumbent contractors currently support these functions. Responses are due by June 19, 2020.
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Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| 86614820R00003 REAC TAC PWS Amend A0001.pdf | ||
| 86614820R00003 REAC-TAC New Solicitation Amend A0001.pdf | ||
| PAST PERFORMANCE REAC TAC.docx | DOCX document | |
| 86614820R00003 REAC TAC PWS.doc | DOC document | |
| 86614820R00003 REAC-TAC Pricing Format.docx | DOCX document | |
| 86614820R00003 REAC-TAC QASP.pdf | ||
| Nondisclosure-Agreement-between-HUD-and-Potential-Offeror.docx | DOCX document | |
| 86614820R00003 WD No. 2015-4281 Rev 16 dtd 4-23-2020.pdf | ||
| 86614820R00003 REAC-TAC Call Center Solicitation.pdf |
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Text version
Sheet1
| # | RFP/PWS Sections | Reference Page | Questions | Clarification/Response |
| 1 | RFP Section L.12 Submission of Proposal | RFP Page # 89 of 96 | The proposal submission date is stated as Friday, June 18, 2020. Please confirm if the proposal submission date is Thursday, June 18, 2020 or Friday, June 19, 2020? | Amended to read Friday June 19, 2020 |
| 2 | RFP Section L.8 (e) Size Limits of Parts I and II | RFP Page # 88 of 96 | Can the tables have 10 point type font? | Tables can have 10 point type font only |
| 3 | RFP Section L.8 (d) Part II Section III - Pricing Schedule (Section B) | RFP Page # 88 of 96 | The RFP states: "Although the Government has proposed to have the work performed on site in a Government facility, to make an informed decision regarding the location of the work to be performed, the cost/price proposal shall include labor rates and other costs of work to be performed at the government site, and a separate cost/price proposal to perform the work at the contractor’s site." Will the cost/price proposal based on work performed at contractor's site play any part or will be used for the Lowest Price Technically Acceptable (LPTA) evaluation process? | Amendment deletes the paragraph to show the price should reflect the work performend at the Government's Facility only |
| 6 | RFP Section M Part II - Business Proposal | RFP Page # 94 of 96 | RFP states that "the reasonableness of the total price proposed will be evaluated". Please confirm if Government would use "Price Realism" as an evaluation factor for evaluating performance risk? | As a fixed price contract, it is the intent to determine if the price is reasonable. Price realism will only be used if it is determined the price proposed maybe a risk factor. |
| 7 | PWS Section 5.4.3 CRM Management | PWS Page # 20 of 34 | Are the tasks listed under PWS Section 5.4.3 (CRM Management) with in scope of or being performed as part of the current incumbent REAC TAC Call Center contract? | Section 5.4.3 (CMR Management) scope is partially performed with current incumbent |
| 8 | PWS Section 5.4.3 CRM Management | PWS Page # 20 of 34 | Please specify the contract under which the tasks listed under PWS Section 5.4.3 (CRM Management) are being performed? | The new contractor is expected to perform all the tasks listed under Section 5.4.3 (CMR Management) |
| 9 | PWS Section 5.4.3 CRM Management | PWS Page # 20 of 34 | How many Full-Time Equivalents (FTEs) are currently providing CRM Management tasks listed under PWS Section 5.4.3? | Approximatly 22 contractors |
| 10 | PWS Section 5.4.3 CRM Management | PWS Page # 20 of 34 | Is the current REAC TAC Call Center Incumbent contractor providing CRM Management tasks listed under PWS Section 5.4.3? | Current PWS does not have CRM management tasks |
| 11 | PWS Section 5.4.3 CRM Management | PWS Page # 20 of 34 | Please confirm that all the CRM Management tasks listed under PWS Section 5.4.3 are expected to be steady state maintenance tasks only? | CRM management scope is listed under 5.4.3 are expected to be steady state |
| 12 | PWS Section 5.4.3 CRM Management | PWS Page # 20 of 34 | Please confirm that any new development or any new functionalities to be added related to CRM Management tasks listed under PWS Section 5.4.3 is out of scope for this firm fixed-price contract? | No new development or new functionalities will be added to CRM Management; |
| 13 | PWS Section 1.9 Special Qualifications | PWS Page # 7 of 34 | Is it Government's expectation that offeror's team should include 4 separate individuals for the 4 special qualifications listed under PWS Section 1.9? | Governemnt expectation is listed in the tasks according to the section 5.4 and section 1.9 |
| 14 | PWS Section 1.9 Special Qualifications | PWS Page # 7 of 34 | Are the special qualifications listed in PWS Section 1.9 going to be used for "Technical Acceptability" evaluation process? | Yes special qualifications will be used in the evaluation process |
| 15 | PWS Section 7 Performance Requirements Summary | PWS Page # 32 of 34 | Please confirm that the requirements listed in the Performance Requirement Summary (PRS) chart are applicable for REAC TAC Call Center peak call volume periods as well? | Yes |
| 16 | PWS Section 1.9 Special Qualifications | Can substantial Salesforce experience be substituted for the Salesforce certifications? | No | |
| 17 | PWS Section 1.9 Special Qualifications | Government mentioned 5 certifications as special qualification, does the government expect the contractor to develop and deploy Salesforce modifications within this contract? | Yes as specified in section 1.9; no new development or deployment isd required | |
| 18 | Will the government provision the software and SaaS licenses (ACD, Salesforce, etc.) required to provide call center services? | Yes, Government curently have and will provide all the required Environments, Licenses and Softwares. | ||
| 19 | What level of clearance is requirements for contractor staff to access government facilities and systems to provide service on the TAC contract? | Current PIV process (Public Trust Clearness) | ||
| 20 | Could government please clarify the due dates for questions as Friday June 1 does not align to the 2020 calendar. | Revised in solicitation amendment A00001 | ||
| 21 | PWS Section 1.13 Page 8 and Section 5.1 Page 17 | Transition In period is not consistent throughout the doc. Page 8 – 60 days and page 17 – 30 days | Revised in solicitation amendment A00001 | |
| 22 | Performance standard for the CRM Management Task are: "a) Standard: Deployed changes in Salesforce org shall be published in the [CRM] Set Up Audit Trail Log no later than one business day after deployed change. | No new development or new deployment is required to maintain steady state; if any changes happens because of production issues, changes to the Trail log needs to be maintained and documented | ||
| AQL: One business day deviation from standard. | Standand 2 days plus 1 Business day deviation is allowed. | |||
| b) Standard: CRM Set Up Audit Trail Log saved to SF Files no later than five business days after the end of each fiscal quarter. | No new development or new deployment is required to maintain steady state; if any changes happens because of production issues, changes to the Trail log needs to be maintained and documented | |||
| AQL: Two business day deviation from standard." | Standand 2 days plus 2 Business day deviation is allowed. | |||
| Please clarify the contractor's responsibility is to publish Set up audit trail log and saved in SalesForce Files rather than developing and deploying modifications in Salesforce. | Audit Trail Log is an existing functionality of Salesforece and the contractor is expected to track and document. | |||
| 23 | Does quarantine affect the place of performance? | This contract is conducted at the Government's facility; during the pandemic, the governement has made arrangements to continue services with the current contractor to work offsite. | ||
| 24 | PWS - Page 3 of 34. Section 1.2 Background | What percentage of the 125,000 to 150,000 annual mission-critical service requests are resolved at Tier I level? | Percentages are mention in the PRS table Page 32 | |
| 25 | PWS - Page 4 of 34. Section 1.2 KnowledgeBase Content | What is the number of service requests that were resolved at First Call? | Percentages are mention in the PRS table Page 32 | |
| 26 | PWS - Page 6 of 34. Section 1.4 Description of Services | How many incumbent contractor personnel are supporting the current contract? | Approximatly 22 contractos | |
| 27 | PWS - Page 17 of 34. Section 5.2 Service Request Support | Please provide the average time to resolve Tier 1, Tier 2 and Tier 3 service requests? | Tier1 and Tier 2 services are performed by the contractor, However Tier 3 is performed by Governement Staff in terms of resolutions and closing of the cases. | |
| 28 | PWS - Page 17 of 34. Section 5.2 Service Request Support | Please confirm that the Government Staff are providing Tier 3 Externally Escalated service requests? | Governemt staff is performing the Tier 3, which are escalated within Salesforce system by Tier 1 and Tier 2 staff. | |
| 29 | PWS - Page 17 of 34. Section 5.2 Service Request Support | What is the average monthly number of Tier Minus 1 Outbound calls placed by the Technical Assistance Center? | About 10 to 12 mass Tier minus 1 outbound emails per year | |
| 30 | PWS - Page 18 of 34. Section 5.2.2 Conduct outbound calls to Inquiries/Customers | Please provide the average number of monthly out-bound calls by the Technical Assistance Center? | About out-bound 300 calls per month on very high end | |
| 31 | Solicitation - | Page 89-of 96 Section L.11 and L.12 | Can the government please clarify the date and days of the dates listed in the on the pages? | Please see revised dates in solicitation Amendment A00001 |
| 32 | Solicitation - | Page 93 of 96 | Please provide clarification as to whether this should be QUALITY MANAGEMENT PLAN (PART I - SECTION IV) or is this the Management Plan section? | Quality Management Plan |
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