91003119R0008_0007.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

Attachment Page

PAGE 2 OF 13 91003119R00080007

The purpose of this amendment is to update the following in Section L:

1. Remove 52.222‐46 Evaluation of Compensation for Professional Employees (FEB 1993)

2. Revise L‐2.2 Proposal Volume Requirements

3. Revise L‐2.2.5 Submission Due Dates

4. Revise L‐2.4.2 Volume 2: Past Performance

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

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

52.204‐7 System for Award Management (OCT 2016) 52.204‐16 Commercial and Government Entity Code Reporting (JUL 2016) 52.204‐18 Commercial and Government Entity Code Maintenance (JUL 2016) 52.215‐1 Instructions to Offerors‐Competitive Acquisition Alternate 1 (OCT 1997) 52.222‐24 Preaward On‐Site Equal Opportunity Compliance Evaluation (FEB 1999) 52.222‐46 Evaluation of Compensation for Professional Employees (FEB 1993)

52.216‐1 Type of Contract (APR 1984)

The Government contemplates award of a indefinite delivery, indefinite quantity contract resulting from this solicitation.

(End of Provision)

52.216‐27 Single or Multiple Awards (Oct 1995)

The Government may elect to award a single delivery order contract or task order contract or to award multiple delivery order contracts or task order contracts for the same or similar supplies or services to two or more sources under this solicitation.

(End of Provision)

52.233‐2 Service of Protest (SEPT 2006)

(a) Protests, as defined in section 33.101 of the Federal Acquisition Regulation, that are filed directly with an agency, and copies of any protests that are filed with the Government Accountability Office (GAO), shall be served on the Contracting Officer (addressed as follows) by obtaining written and dated acknowledgment of receipt from:

MPDSETeam@ed.gov ‐ or ‐ U.S. Department of Education, Federal Student Aid 830 First St NE 9th Floor Washington, DC 20202

(b) The copy of any protest shall be received in the office designated above within one day of filing a protest with the GAO.

(End of Provision)

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 quotation or offer. Also, the full text of a solicitation provision may be accessed electronically at this/these address(es):

https://www.acquisition.gov/far/

(End of Provision)

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3452.215‐70 Release of Restricted Data (MAR 2011)

(a) Offerors are hereby put on notice that regardless of their use of the legend set forth in FAR 52.215–1(e), Restriction on Disclosure and Use of Data, the Government may be required to release certain data contained in the proposal in response to a request for the data under the Freedom of Information Act (FOIA). The Government's determination to withhold or disclose a record will be based upon the particular circumstance involving the data in question and whether the data may be exempted from disclosure under FOIA. In accordance with Executive Order 12600 and to the extent permitted by law, the Government will notify the offeror before it releases restricted data.

(b) By submitting a proposal or quotation in response to this solicitation:

(1) The offeror acknowledges that the Department may not be able to withhold or deny access to data requested pursuant to FOIA and that the Government's FOIA officials shall make that determination;

(2) The offeror agrees that the Government is not liable for disclosure if the Department has determined that disclosure is required by FOIA;

(3) The offeror acknowledges that proposals not resulting in a contract remain subject to FOIA; and

(4) The offeror agrees that the Government is not liable for disclosure or use of unmarked data and may use or disclose the data for any purpose, including the release of the information pursuant to requests under FOIA.

(c) Offerors are cautioned that the Government reserves the right to reject any proposal submitted with:

(1) A restrictive legend or statement differing in substance from the one required by the solicitation provision in FAR 52.215– 1(e), Restriction on Disclosure and Use of Data, or

(2) A statement taking exceptions to the terms of paragraphs (a) or (b) of this provision.

(End of Provision)

3452.239‐71 Notice to Offerors of Department Security Requirements (MAR 2011)

(a) The offeror and any of its future subcontractors will have to comply with Department security policy requirements as set forth in the “Bidder's Security Package: Security Requirements for Contractors Doing Business with the Department of Education” at:http://www.ed.gov/fund/contract/about/bsp.html.

(b) All contractor employees must undergo personnel security screening if they will be employed for 30 days or more, in accordance with Departmental Directive OM:5–101, “Contractor Employee Personnel Security Screenings,” available at:http://www.ed.gov/fund/contract/about/acs/acsom5101.doc.

(c) The offeror shall indicate the following employee positions it anticipates to employ in performance of this contract and their proposed risk levels based on the guidance provided in Appendix I of Departmental Directive OM:5–101:

High Risk (HR): [Contractor ‐ Specify HR positions.].

Moderate Risk (MR): [Contractor ‐ Specify MR positions.].

Low Risk (LR): [Contractor ‐ Specify LR positions.].

(d) In the event the Department disagrees with a proposed risk level assignment, the issue shall be subject to negotiation.

However, if no agreement is reached, the Department's risk level assignment shall be used. The type of screening and the timing of the screening will depend upon the nature of the contractor position, the type of data to be accessed, and the type of

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information technology (IT) system access required. Personnel security screenings will be commensurate with the risk and magnitude of harm the individual could cause.

(End of Provision)

FSA 22‐1 Service Contract Act and Fair Labor Standard Act Requirements in Escalated Contracts, Information for Offerors

(JAN 2013)

The Service Contract Act applies to this contract. The Government has determined that both or either of the following is applicable:

1. The contract will be performance‐based and payment to the contractor will be a percentage based upon actual performance, or

2. The solicitation and resulting contract will be issued on a firm‐fixed‐price basis, the Government anticipates a mix of exempt and non‐exempt personnel during performance of the contract, and escalation is provided for in the contract

By responding to this solicitation, the Contractor is making an affirmative determination that:

1. The contract addresses any price escalation of the fixed contract line item prices of the base and optional periods of performance or ordering periods, including but limited to, built‐in economic price adjustment or other alternative pricing method, as appropriate;

2. The Contractor will care for any future increases in Wage Determinations and Conforming Wage Determinations that the Contractor may request of the Department of Labor, and/or any increases made to comply with an amendment to the Fair Labor Standards Act of 1938 that is enacted subsequent to award of this contract, affects the minimum wage, and becomes applicable to this contract under law; and that no claim shall be made either by the Contractor or the Government as a result of increases or decreases in Wage Determinations, Conforming Wage Determinations, or the minimum wage.

(End of Provision)

FSA 39‐2 Electronic and Information Technology (September 2016)

(a) To be considered eligible for award, the offeror must propose Electronic and Information Technology (EIT) that meet the applicable United States Access Board (Access Board) accessibility standards for Section 508 of the Rehabilitation Act of 1973 (29 U.S.C. 794d), which are stipulated in 36 CFR 1194, as designated below:

_X__ 36 CFR 1194.21, Software applications and operating systems _X__ 36 CFR 1194.22, Web‐based intranet and internet information and applications _X__ 36 CFR 1194.23, Telecommunications products _X__ 36 CFR 1194.24, Video and multimedia products ___ 36 CFR 1194.25, Self‐contained, closed products _X__ 36 CFR 1194.26, Desktop and portable computers _X__ 36 CFR 1194.31, Functional performance criteria _X__ 36 CFR 1194.41, Information, documentation and support

(b) The standards do not require the installation of specific accessibility‐related software or the attachment of an assistive technology device, but merely require that the EIT be compatible with such software and devices so that it can be made accessible, if so required by the agency at any time during the period of performance of the resultant contract, or as stated elsewhere in the contract.

(c) Alternatively, offerors may propose products and services utilizing designs or technologies that provide equivalent facilitation, or substantially equivalent or greater access to and use of a product for people with disabilities. Such offers will be considered to have met the provisions of the Access Board standards for the feature or components providing equivalent facilitation. Offers for products or services meeting some of the applicable provisions will be considered eligible for award if no

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offerors are able to fully meet all applicable provisions of the standards. Awards will not be made to an offeror meeting all or some of the applicable Access Board provisions if award would impose an undue burden upon the agency.

(d) Offerors must submit representation information concerning their proposed EIT products and services. Offerors shall make this representation by completing and submitting the Voluntary Product Accessibility Template located at http://www.Section508.gov with their offer.

(End of Provision)

L‐1 Special Notice to Offerors

L‐1.1 If the offeror fails to submit any of the information required by this solicitation, their proposal will not be considered further for award. All required information must be received prior to the indicated due date and time.

L‐1.2 Offerors are advised that the Government may utilize contractor support to provide technical assistance during the source selection. The exclusive responsibility for source selection will reside with the Government. Proprietary information submitted in response to this solicitation will be protected from unauthorized disclosure as required by Subsection 27 of the Office of

Procurement Policy Act as amended (41 U.S.C. 423) (hereinafter referred to as “the Act”) as implemented in the FAR. These companies are bound contractually by Organizational Conflict of Interest and disclosure clauses with respect to proprietary information. Contractor personnel assisting in the proposal evaluation are considered procurement officials within the meaning of the Act and will take all necessary action to preclude unauthorized use or disclosure of a competing Contractor’s proprietary data.

L‐2 Solicitation Response Requirements

L‐2.1 General

The Offeror shall submit documentation demonstrating their approach for satisfying the requirements of this solicitation.

Proposals shall be clear, coherent, and prepared in sufficient detail for effective evaluation of the offeror’s proposal against the evaluation criteria. Merely repeating FSA’s requirements is insufficient for FSA to evaluate the quality or feasibility of an offeror’s technical proposal. Also, this documentation shall cover all aspects of this solicitation and include the Offeror’s approach for integration and program management activities. Proposals shall clearly demonstrate how the Offeror intends to meet the objectives and successfully implement the requirements and must include convincing rationale and substantiation of all claims. Unnecessarily elaborate brochures or other presentations beyond those sufficient to present a complete effective response to the solicitation are not desired.

The Offeror shall describe in its proposal, through the use of graphs, charts, diagrams and narrative, in sufficient detail for the

Government to understand and evaluate the nature of the approach. In its evaluation, the Government will consider the degree of substantiation of the proposed approaches in the proposal volumes and in response to any discussions, if any. The

Government is seeking proposals with substance.

Offerors shall not enter into any exclusivity agreements with subcontractors. Nothing in the offeror’s teaming agreement or other arrangement with a proposed subcontractor shall prohibit or restrict in any way the ability of the proposed subcontractor from pursuing subcontract or teaming arrangements with other offerors participating in this competition or from entering in any such arrangement. Proposals that include the use of exclusivity agreements will be considered by the Government as deficient and eliminated from consideration.

All correspondence in conjunction with this solicitation shall be directed to MPDSETeam@ed.gov.

L‐2.2 Proposal Volume Requirements

The proposal shall be accompanied by a cover letter (letter of transmittal) prepared on the company’s letterhead stationery.

The cover letter (letter of transmittal) shall identify all enclosures being transmitted and shall be used only to transmit the

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proposal and shall include no other information. The first or title page of each proposal volume shall be in accordance with FAR

52.215‐1, paragraph (c)(2).

Volume Page Limit

1. Technical Proposal Cybersecurity Narrative (15 pages)

Completed checklist within Attachment “02 – Security Technical

Requirements” (no limit)

Performance Work Statement (40 pages)

Deliverables Acceptance Criteria Spreadsheet

Work Breakdown Structure (no limit)

Quality Control Plan (no limit)

Staffing Plan (20 pages)

Key Personnel (no more than 2 pages per resume)

2. Past Performance Supplemental Past Work Experience Narrative (3 pages per experience)

Completed “14 ‐ Past Work Experience Cover Memo” (2 pages each)

Completed “15 – Past Work Experience Reference Questionnaire”

(submitted directly by the reference to MPDSETeam@ed.gov)

Completed “16 – Past Work Experience SLA Track Record Template”

Completed “17 – Consumer Protection Compliance Template”

3. Price Proposal Supplemental Price Narrative (no limit)

Pricing Detail Spreadsheet (no limit)

Completed “18 – Pricing Template”

4. Performance Measurement Completed “19 – Performance Measurement Template”

5. Small Business Participation and Other Solicitation Requirements

No Limit Completed “13 – Teaming Arrangements and Subcontracting Template” Completed “24 – Small Business Participation Plan” Small Business Subcontracting Plan (if applicable) (no limit) Preliminary plan as required in FSA 37‐2 Continuation of Mission Critical

Contractor Services

L‐2.2.1 Page Limitations. The cover letter, title page, as well as sections of proposals comprising table of contents, table of figures, list of tables, a glossary, abbreviations and acronyms do not count against page count limitations. Proposal contents that are found in any page beyond the stated maximum number of pages (page limit in table above) will be removed from the proposal by the Contracting Officer, prior to disseminating the proposal to the Government evaluation teams, and will not be considered in the evaluation.

L‐2.2.2 Format. Text shall be single‐spaced, on 8 ½ x 11 inch page (except as specifically noted), with a minimum one‐inch margin all around. Pages shall be numbered consecutively. 11 x 17 inch‐sized sheets may be used for tables, charts, graphs, or pictures that cannot be legibly presented on an 8 ½ x 11‐inch page. An 11 x 17 inch sheet is equivalent to two 8 ½ x 11 inch pages (with regards to the page count limitations).

Print shall be of a minimum 12‐point font size (Times New Roman or equivalent). Bolding, underlining, and italics may be used to identify topic demarcations or points of emphasis. Graphic presentations, including tables, while not subject to the same font size and spacing requirements, shall have spacing and text that is easily readable.

Each volume in the proposal shall include a copy of the cover letter (letter of transmittal), title page, and table of contents. The table of contents shall list sections, subsections, and page numbers. Each volume shall contain a glossary of all abbreviations and acronyms used. Each acronym used shall be spelled out in the text the first time it appears in each proposal volume.

L‐2.2.3. Redacted Proposals. The Contractor shall be prepared to provide a redacted copy of its proposal to the Contracting

Officer within thirty (30) days after contract award. The redacted proposal shall be suitable for release by the Government under a Freedom of Information Act (FOIA) request. The redacted proposal shall be submitted in an Adobe electronic file

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format. Contractor shall also provide a redacted copy of any subsequent order or modification to this contract at no additional cost to the Government and upon request by the Contracting Officer.

L‐2.2.4 Submission Address. Offerors shall submit electronic proposals to MPDSETeam@ed.gov. FSA's electronic mail (email) file size limitation is 25 MB. However, we recommend sending smaller files to avoid sending and receiving issues. If multiple emails are needed, each email should be separately identified as follows, “91003119R0008 1 of x).” Offerors are advised to submit electronic documents early to ensure timely submission, and should confirm successful transmission/receipt.

L‐2.2.5 Submission Due Dates. All volumes must be received by July 31August 2, 2019 at 4:3012:00 pm Noon Eastern. Failure to provide timely and complete submission of any volumes will result in your organization’s proposal receiving no further consideration for award. For any offeror that submitted past performance volumes prior to the issuance of Amendment 02, a final revised submission will be required.

L‐2.2.6 Electronic Submission Of Proposal.

(a) By submission of a proposal on electronic media, the Offeror must ensure that the submission is readable, in the format specified in the solicitation, and has been verified as free of computer viruses. Delays in transmission resulting in a proposal being received after the time and date specified in L‐2.2.5, will result in that proposal receiving no further consideration for award. Prior to any evaluation, the Government will check all files for viruses and ensure that all information is readable. In the event that any files are defective (unreadable), the Government may choose to only evaluate the readable electronic files. However, if the defective (unreadable) media renders a significant deficiency in the Offeror's proposal, the Government may consider the proposal incomplete and may result in that proposal receiving no further consideration for award.

L‐2.3 Communication with the Contracting Office

The solicitation, attachments, and amendments will be posted on www.fbo.gov. Offerors may e‐mail written questions requesting clarification of the solicitation to the Government at MPDSETeam@ed.gov by 2:00 pm Eastern on Friday, February 8, 2019. Offerors may e‐mail written questions requesting clarification only related to the Performance Management Metrics and

Small Business Participation language added via Amendment 03 at MPDSETeam@ed.gov by 2:00 pm Eastern on June 20, 2019.

Similar questions may be consolidated for a single response. Only those questions relevant to responding to the solicitation will be addressed. Questions received after this date may not be answered. Only proposals submitted in accordance with section L‐

2.2 entitled “Proposal Volume Requirements” of this solicitation will be accepted.

L‐2.4 Information to be submitted as part of the proposal:

L‐2.4.1 Volume 1: Technical Approach

L‐2.4.1.1 – Cybersecurity Compliance

The vendor’s technical proposal shall include the cybersecurity solution that demonstrates the ability to meet Federal Information Security Management Act (FISMA), NIST standards, and all cybersecurity regulations and mandates, including Presidential Executive Order (EO) 13800 ‐ Strengthening the Cybersecurity of Federal Networks and Critical Infrastructure, to Identify, Protect, Detect, Respond, and Recover. The vendor shall ensure that all development and management tools, including project management, version control, code repositories, monitoring, and cybersecurity, etc., are identified in the technical solution and in the system security boundary. This shall be demonstrated in a cybersecurity narrative within this volume.

In addition, Offeror shall demonstrate an approach to achieving cybersecurity compliance. Offeror shall complete the checklist within attachment “02 – Security Technical Requirements.” Offeror shall indicate if the Solution currently meets the requirement. If the offeror indicates that the Solution currently meets the requirement, the offeror shall explain, and as appropriate, provide evidence, which demonstrates how they are meeting the requirement. If the offeror indicates that they do not currently meet the requirement, the offeror shall explain why they do not currently meet the requirement and provide a risk mitigation strategy and an explanation as to how they will meet the requirement and a timeline for meeting the requirement. The checklist will not be counted in the page limits for this volume.

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Offerors shall also provide architecture diagram(s) and corresponding narrative that demonstrates the Offeror’s technical solution and approach for call center security, network, telecommunications, data, desktops, and equipment configuration.

L‐2.4.1.2 ‐ Performance Work Statement

Offeror shall submit a Performance Work Statement (PWS) describing how they will achieve the Objectives, Goals, and

Milestone identified in Section C. At a minimum, the PWS shall describe the following:

a. How the Solution will accurately, effectively, and efficiently execute contact center support and back‐office processing across the full life cycle of student financing, while maintaining attentiveness to customer and partner needs.

b. How the Solution will execute back‐office processing for specialty programs (e.g., PSLF, TPD, TEACH, Perkins, Pell ), claims (e.g., cancellation, forgiveness, and discharge based on bankruptcy, school closure, borrower defense, false certification, unpaid refund, disaster discharge, etc.), and credit disputes and reporting.

c. How the Solution will define and execute an approach to meeting requirements related to reporting and audits.

d. How the Solution will ensure and maintain compliance with applicable Federal consumer protection laws and regulations (including, but not limited to, the Fair Credit Reporting Act, the Fair Debt Collection Practices Act, the Truth in Lending Act, the Privacy Act of 1974, etc.).

Offerors shall also propose acceptance criteria for all deliverables identified in section C.3.4.1, as well as any additional deliverables offerors may propose. Acceptance criteria shall be written in a manner that will allow an independent third party to easily understand and apply in order to determine if the deliverable provided is acceptable. This shall be on a separate spreadsheet and will not be counted in the page limits for this volume. This will be reviewed for informational purposes only and will not be evaluated for award.

L‐2.4.1.3 Work Breakdown Structure

Offeror shall submit a Work Breakdown Structure (WBS) in a graphical hierarchical format that is deliverable based. The WBS shall begin at Level 1 (highest level) and end at Level 3. The WBS shall be traceable to the PWS, price proposal, and schedule.

L‐2.4.1.4 Schedule

Offeror shall submit a Microsoft Project Schedule (version 2010 or newer) that follows best practices in GAO Schedule

Assessment Guide (https://www.gao.gov/assets/680/674404.pdf) and includes activities, resources, dependencies, milestones

(GAO Guide IV), and all deliverables captured in the Work Breakdown Structure (WBS).

L‐2.4.1.5 Traceability Matrix

Offeror shall provide a traceability matrix between the PWS, WBS, Schedule, and the price proposal.

L‐2.4.1.6 Quality Control Plan

Offeror shall submit a Quality Control Plan that details the documentation, implementation, and maintenance of:

a. Subcontractor management;

b. Document/control management;

c. Control of non‐conformances / corrective and preventative actions; and

d. Internal auditing.

L‐2.4.1.7 Staffing Plan

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Offeror shall submit a Staffing Plan that explains their execution strategy and details how the staff will be identified, recruited, developed, managed, and retained to ensure the staff will accurately, effectively, and efficiently execute contact center support and back‐office processing, while maintaining attentiveness to customer and partner needs.

L‐2.4.1.8 Key Personnel

Offeror shall submit the resumes of up to five key personnel. Resumes of the key personnel shall demonstrate their success in managing contact center support and/or back‐office processing. The proposed roles for key personnel shall be identified and described.

L‐2.4.2 Volume 2: Past Performance

Offeror shall provide details of no more than three past work experiences for efforts similar to those described in Section C, showing the success of the personnel and techniques proposed in the offeror’s Technical volume, with at least one year of the experience performed within the last five years. The offeror shall provide both a supplemental narrative and references.

a. Experiences need not be limited to experience with student financing.

Offeror shall submit a supplemental past work experience narrative for each past work experience detailing how the staffing was implemented, sustained, and ultimately delivered success against measurable outcomes (e.g., improved customer satisfaction, drive efficiencies, etc.). In demonstrating its success against measurable outcomes, the offeror shall clearly describe the desired outcome and how that outcome was met or exceeded.

b. Offeror shall identify the name of an individual to serve as a reference for each past work experience. References must have firsthand knowledge of the offeror’s role in performing the past work.

– Offeror shall complete and provide attachment “14 – Past Work Experience Cover Memo” for each reference.

– Offeror shall also provide attachment “15 – Past Work Experience Reference Questionnaire” to each reference for them to complete. The reference must then directly submit the questionnaire to FSA at MPDSETeam@ed.gov by no later than July 31August 2, 2019 at 4:3012:00 pm Noon Eastern.

c. Offeror shall provide five‐year historical performance for key measurable outcomes (offeror’s choice) for efforts similar to those described in Section C on attachment “16 – Past Work Experience SLA Track Record Template.” Performance must be reported as quarterly averages. Offeror shall provide this information by completing attachment “16 ‐ Past

Work Experience SLA Track Record Template.”

d. Offeror shall address its record of adhering to consumer protection laws and regulations by detailing relevant legal proceedings and other matters. Offeror shall provide the information by completing attachment “17 – Consumer

Protection Compliance Template”. Items to be included are:

– Legal proceedings that have reached a final disposition (any court, over the past 5 years) concerning allegations of violating Federal consumer protection laws (e.g., the Consumer Financial Protection Act, the Fair Credit

Reporting Act, the Fair Debt Collection Practices Act, the Truth in Lending Act, the Privacy Act of 1974, etc.) as pertinent to financial services.

– Federal‐level administrative, suspension and debarment proceedings, or any proceedings in or investigations by any Federal adjudicative, deliberative, or investigative body, that have reached a final disposition (over the past

5 years) concerning allegations of violations of federal consumer protection regulations and/or laws as pertinent to financial services.

– Ongoing legal proceedings (any court) concerning allegations of violating Federal consumer protection laws (e.g., the Consumer Financial Protection Act, the Fair Credit Reporting Act, the Fair Debt Collection Practices Act, the

Truth in Lending Act, the Privacy Act of 1974, etc.) as pertinent to financial services.

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– Ongoing Federal‐level administrative, suspension and debarment proceedings, or any proceedings in or investigations by any Federal adjudicative, deliberative, or investigative body, concerning allegations of violations of Federal consumer protection regulations and/or laws as pertinent to financial services.

L‐2.4.3 Volume 3: Price Proposal

The Offeror shall provide a price proposal traceable to the PWS, WBS, and Schedule, which provides the level of effort and associated cost with each level of the WBS.

L‐2.4.3.1 Pricing Template

Offeror shall provide a completed price template, as provided (see attachment “18 – Pricing Template”), in which the Offeror:

a. Provides proposed prices with and without implementation (if applicable) and by operating element and sub‐elements identified;

b. Uses the pricing models outlined for each operating element and/or sub‐elements as specified by FSA in the template;

c. Details all assumptions (e.g., volumes, unit price, adjustment amounts/factors, etc.) which informed prices proposed;

and

d. If proposed, outlines an alternate pricing methodology with the same details required above.

Offerors shall complete the template in its entirety and may not alter the template worksheets “Proposal with Implementation” or “Proposal Combining Impl and O&M”.

L‐2.4.3.2 Pricing Detail Spreadsheet

Offeror shall include the basis of estimate for the prices proposed in the Pricing Template. For additional information on basis of estimates, see https://www.dcaa.mil/Content/Documents/cam/Chapter_09_‐

_Audit_of_Cost_Estimates_and_Price_Proposals.pdf.

In accordance with the Service Contract Act, the Offeror shall indicate the Wage Determination(s) applicable to the staff necessary to accomplish all work.

L‐2.4.3.3 Supplemental Price Narrative

Offeror shall provide a supplemental price narrative including the following information:

a. Rationale for all assumptions that inform prices;

b. Potential additional costs that may arise due to needed integration with existing or future state solutions; and

c. Rationale for alternate pricing methodology, if proposed.

L‐2.4.4 Volume 4: Performance Measurement

Offeror shall submit a template proposing service level targets for performance measures which would be used to measure vendor performance against NextGen vision and goals. This volume will be reviewed for informational purposes only and will not be evaluated for award.

a. Offerors shall provide targets for required performance metrics (see “19 – Performance Measurement Template”).

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b. Offerors may propose additional performance metrics. Offerors shall provide clear metric descriptions, unit of measure, frequency of measurement, rationale for measuring, and annual targets. These measures should indicate BPO‐relevant progress for the NextGen vision and goal, namely

– Providing an efficient and effective customer and partner experience;

– Improving operational flexibility;

– Driving greater operational efficiency; and,

– Improving customer outcomes and facilitating compliance with federal consumer protection laws and regulations, and Title IV legal requirements.

c. Offeror shall complete and submit “19 – Performance Measurement Template” detailing their proposal.

L‐2.4.5 Volume 5: Small Business Participation

Offerors shall submit the following documents, as applicable, depending on whether they are a Small (as defined in Title 13 CFR

Part 121) or Other Than Small Business:

a. All Offerors (both small businesses and Other Than Small Businesses) are required to provide a Small Business Participation Plan (SBPP) in accordance with the instructions in Attachment 24.

– Offerors shall propose the level of participation of Small Businesses (as a small business prime, through subcontracting, and/or through other appropriate business relationships) in the performance of this acquisition. Small business firms shall be specifically identified in the SBPP by name and socio‐economic category and evidenced by a current record in the System for Award Management (SAM).

– The SBPP will become a part of the resultant contract. Notwithstanding any other term of this contract, successful Offerors will be contractually bound to the terms of the SBPP.

– An Offeror will not be eligible for award if it fails to submit an acceptable SBPP.

b. Offerors who are Other Than Small Businesses shall also provide a small business subcontracting plan in accordance with the requirements of FAR 52.219‐9. Subcontracting plans will be reviewed as part of the responsibility determination of the apparent winner to determine if they are acceptable. An Other Than Small

Business will not be eligible for award if it fails to submit an acceptable subcontracting plan. Subcontracting plans shall reflect and be consistent with the commitments offered in the Small Business Participation Plan.

c. All Other Than Small Business Offerors shall provide evidence of their past performance in utilizing small businesses to perform substantive work under existing or completed contracts, and complying with the requirements of FAR 52.219‐8, Utilization of Small Business Concerns and FAR 52.219‐9, Small Business Subcontracting Plan, including the extent to which applicable goals and other small business performance objectives were met or exceeded. This evidence is not limited to the contracts submitted as part of L‐2.4.2 Volume 2: Past Performance. Explanation of efforts where goals were not met shall be provided. Evidence may be in the form of Electronic Subcontracting Reports (eSRS), Contract Performance Assessment Reporting System (CPARS), or a signed letter from an Agency Small Business Official attesting to compliance with the requirements of FAR 52.219‐8, Utilization of Small Business Concerns and FAR 52.219‐9, Small Business Subcontracting.

Offerors with no prior contracts containing FAR 52.219‐8 and/or FAR 52.219‐9 shall so certify. This evidence is excluded from the solicitation page count. FSA reserves the right to obtain small business past performance information other than that described above and to consider other small business past performance in the evaluation.

Note the Department of Education’s Subcontracting goals, each of which must be addressed in the plan(s): Small Businesses

32%, Women Owned Small Businesses 5%, Small Disadvantaged Businesses: 5%, Service Disabled Veteran Owned Small

Businesses 3%, Historically Underutilized Business Zones (HUBZones) 19%. FSA does not have a Veteran‐Owned Small Business

PAGE 13 OF 13 91003119R00080007

(VOSB) goal at this time. Offerors shall refrain from including VOSB goals as part of their SDVOSB percentile. Subcontracting must meet a minimum total of 32%, which is inclusive of all small businesses, regardless of subcategory. Ideally, HUBZones will be geographically dispersed (located in at least two different time zones). Offerors are also expected to increase their percentage of HUBZone utilization to 25% within two years after award, and to 30% within three years after award. This may result in total small business subcontracting exceeding 32%. Offerors are strongly encouraged to exceed the cited goals. The plan will be reviewed for compliance with FAR 19.705‐4.

Offerors shall also include any other solicitation requirements in this volume. Examples include Representations &

Certifications, the Conflict of Interest Disclosure required in EDAR 3452.209‐71, and Attachment “13 ‐ Teaming Arrangements and Subcontracting Template.” These items shall each be separate files in the volume.

1.2

C:\PERFORM\FORMS\S30.FRP

Forms Management

C:PERFORMFORMSS30.FRP

Acrobat PDFWriter 2.01 for Windows D:19971010095222 D:19990614133004 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