91003119R0008_0002.pdf

NSN 7540-01-152-8070 STANDARD FORM 30. (Rev. 10-83) Previous Edition unusable Prescribed by GSA FAR (48 CFR) 53.243

Page of Pages AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1. Contract ID Code

2. AMENDMENT MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (if applicable)

6. ISSUED BY CODE 7. ADMINISTERED BY (If other than item 6) CODE

(x) 9A. AMENDMENT OF SOLICITATION NO.

9B. DATED (SEE ITEM 11)

10A. MODIFICATION OF CONTRACT/ORDER NO.

8. NAME AND ADDRESS OF CONTRACTOR (NO., Street, Country, State and ZIP Code)

CODE FACILITY CODE

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.

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 ______ copies of amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

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

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. 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 NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, 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)

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

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

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.

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

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

15B. CONTRACTOR/OFFEROR 16B. UNITED STATES OF AMERICA

(Signature of person authorized to sign)

15C. DATE SIGNED

(Signature of Contracting Officer)

16C. DATE SIGNED

Attachment Page

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The purpose of this amendment is to update the following:

1. Section J to add Attachment 23 – Responses to Questions

2. Section L‐2.2.5 to revise the Submission Due Date

Additions are in bold and underlined. All other terms and conditions remain unchanged.

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SECTION J – LIST OF ATTACHMENTS

Attachment Title

01 As‐is Updated

02 Security Technical Requirements

03 Finance Technical Requirements (and Financial Requirements Attachments)

04 Additional Current State Technical Constraints (updated 2/5/19) (and Additional Current State Technical Constraints Attachments – updated 2/5/19)

05 Current State Customer Tasks

06 Current State Partner Tasks

07 Top Customer Pain Points

08 Information Resources Program Elements (IRPE) Supplement

09 Life of the Loan Servicing Intended State

10 Existing FSA Contact Centers (Non‐exhaustive)

11 FSA 39‐5 Monthly Vendor Reporting Deliverable Template (August 2018)

12 FSA 04‐2 Universal Electronic Records Management Requirements

13 Teaming Arrangements and Subcontracting Template

14 Past Work Experience Cover Memo

15 Past Work Experience Reference Questionnaire

16 Past Work Experience SLA Track Record Template

17 Consumer Protection Compliance Template

18 Pricing Template

19 Performance Measurement Template

20 Initial Authorization to Operate Timeline Actions

21 TBM Data Report Template

22 OMB Guidance for BY20 Submission Requirements

23 Responses to Questions

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SECTION L – INSTRUCTIONS, CONDITIONS, AND NOTICES TO OFFERORS OR RESPONDENTS

L‐2.2.5 Submission Due Dates. The Past Performance volume shall be submitted by March 1, 2019 at

4:30 pm Eastern. Failure to provide timely and complete submission of the Past Performance volume will result in your organization’s proposal receiving no further consideration for award.

The Government will determine a post the proposal due date for the remaining all volumes after an award for the Enhanced Processing Solution is made. Offerors will be notified of the due date via a solicitation amendment. For any offeror that submitted past performance volumes prior to the issuance of Amendment 02, a final revised submission will be required.

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Number Question Response

To the extent that the submission for Volume 2 past performance permists submission of at least 3 but no more than 5 past work experiences for Contact Center Support and

Back Office Processing, please advise whether this range of 3‐

5 recommendations applies to Contact Center Support and

Back Office Processing separately or as a combined submission.

Offerors shall provide a combined total of at least 3 but no more than 5 total past performance references (i.e., not 3‐5 for contact center and 3‐5 back office).

If we wish to use FSA as a Past Work Experience reference, do we need to have FSA complete Attachment 15 – Past

Performance Reference Questionnaire? If so, to whom at FSA should we send the questionnaire?

Yes, offerors shall send the questionnaire to an individual in

FSA who is familiar with the offeror's performance.

How should we respond to the past performance metrics if the entity specializes in one of the defined metric areas ‐ and all the metric categories would not be applicable (contact center, back office processing and life of loan servicing)?

Vendors shall respond to all metric areas to the greatest extent possible. In the event one or more metric categories are not applicable, please state "N/A" and describe why the metric is not applicable.

For past performance experience narrative and reference, how many teaming partner's past work experiences and references can a BPO primary solution use?

There is no limitation on how many of the total of at least three (3) but no more than five (5) past work experiences an

Offeror may elect to include from a teaming partner or subcontractor.

For Attachment 15 – Past Work Experience Reference

Questionnaire, if a question is not applicable to the contract, should the reference leave it blank, use N/A, or some other indicator?

If the question is not applicable to the contract, the reference should mark that question "N/A."

For Attachment 15 – Past Work Experience Reference

Questionnaire, in situations where a bidder's teaming partner's reference is used as a part of the past performance submission, does the teaming partner's reference have to submit this form twice to cover both the teaming partner and the bidder?

If a company is submitting past performance questionnaire as a prime, as well as a subcontractor or teaming member for another prime, then the questionnaire will need to be submitted for each prime. Attachment 15 ‐ Past Work

Experience Reference Questinnaire will be updated via a future amendment to include a field to indicate the name of the prime contractor.

If the BPO Provider submits more than 3 past performance work examples and references, can the additional past performance work examples have less than 3 years of SLA metrics without negatively affecting the evaluation?

Yes.

For Attachment 16 ‐ Past Work Experience SLA Track Record

Template, should there be a 'life of loan servicing' option in pull‐down menu on column B?

No, offerors shall select from the provided drop down menu.

U.S. Department of Education

Office of Federal Student Aid

Next Generation Financial Services Environment

Attachment 23 – Responses to Questions

Business Process Operations

Responses to questions submitted that were relevant to responding to the solicitation have been provided below. Similar questions have been combined. FSA will post the responses to the remaining relevant questions as soon as possible.

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Currently there are 25 lines provided which does not accommodate all of the information requested. Should we complete an Attachment 16 spreadsheet for each past performance example we submit?

Per L‐2.4.2, Offeror shall complete one copy of Attachment 16

‐ Past Work Experience SLA Track Record Template. Offeror shall provide three‐year historical performance for three key

SLA metrics (offeror’s choice), for contact center support, back‐office processing, and life of loan servicing. Three key

SLA metrics for three to five experiences will result in filling out 9 to 15 rows.

Can a prime bidder use a teaming partner's past work performance and reference if the teaming partner is also a prime bidder on the same component?

Yes.

Is the ‘supplemental narrative’ something different from, and in addition to, an overall description of the past work experience? Or, is the ‘supplemental narrative’ the bulk of, or the entirety of, the three‐page work experience description?

Per L‐2.2, offerors shall submit a Supplemental Past Work

Experience Narrative of 3 pages per experience. Per L‐2.4.2.c, the supplemental narrative should include the description for the past work experience.

Can a reference decline to answer questions on the "15 ‐ Past

Performance Reference Questionnaire Template" if the information is sensitive or confidential?

Yes.

For Past Performance responses, can more than one reference be provided per past performance experience if any individual reference does not have a complete three years of knowledge of the contract?

No.

Can we provide one overall Volume 2 Past Performance section introduction that will precede subsections with prescribed Cover Memo (2 pages each) followed by each Past

Work Experience narrative (3 pages each)? If so, shall it be page‐limited or page‐unlimited section introduction? If page‐ limited, please specify the page limit for an overall section introduction.

Offerors may not add additional cover memos to the Past

Performance volume.

For the Past Work Experience SLA Track Record Template, may we provide more than 3 metrics per experience?

No.

Can FSA confirm our understanding that the 3‐page limit on the Past Work Experience Narrative does not include the 2‐ page limit for the Past Work Experience Cover Memo

(attachment 14) in the Past Performance Volume?

FSA confirms.

Ref L‐2.4.2.f: FSA requests a listing of all litigation against a vendor as a measure of consumer protection compliance. This type of broad request can be prejudicial to large firms operating multiple businesses in multiple jurisdictions, where various lawsuits and other actions may arise in the normal course of business. Would FSA amend its request to require a listing only of those lawsuits and other actions alleging a violation of federal consumer protection laws that have resulted in a final judgment against the offeror?

No.

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Reg L.2.4.2 – Offerors are required to provide references for past performance experiences. In a case where the offeror itself is providing life‐of‐loan customer service and back‐office support for their own loan portfolio, can the offeror use their own experience as a reference?

No.

Ref L.2.4.2 Past Performance ‐‐ If an offeror currently has a contract for ED Servicing and a separate contract for ED

Collections, would they count as separate “past work experiences” since they have different work requirements, contracting officers, contract terms/requirements, etc, or would they have to be submitted as a single “past work experience” since both contracts are ultimately with ED?

The two experiences could be submitted as separate past work experiences.

Ref L.2.4.2 Past Performance ‐‐ Will offerors be disqualified or rated unfavorably if they submit an SLA metric that is not available for each quarter during the three‐year period as long as they explain the unpopulated area on the Template? For example, if an offeror’s performance was rated in the

Contractor Performance Assessment Reporting System

(CPARS), data would not be available for each quarter as the assessments are typically filed on an annual basis.

Offerors shall provide metrics that are available on a quarterly basis to the greatest extent possible. In the event that quarterly metrics are not available, offerors shall provide an explanation within the template.

Ref M.1.1 Evaluation Factors ‐‐ Will offerors be rated unfavorably or have relevance deemed insufficient if a past performance project includes data reflecting performance outside of the most recent three‐year period? For example, offerors performing default collection services for FSA as part of the “Unrestricted” pool (comprised of other‐than‐small agencies) have not received formal rankings in the form of

Competitive Performance and Continuous Surveillance (CPCS) results since 2015, though many agencies have continued performing work for FSA through the current date.

Per L‐2.4.2.e, Offerors shall provide three‐year historical performance for three key SLA metrics.

Could FSA confirm that it’s FSA’s intent for the EPS vendor to continue providing services related to BPO after the separate

EPS vendors are fully operational?

The Enhanced Processing Solution will cease providing transitional Business Process Operations no more than 12 months after the separate Business Process Operations vendors are fully operational. This change will be incorporated via an amendment to the Enhanced Processing

Solution solicitation.