Attachment_1_Respondent_Information_and_Questionnaire.pdf

Attachment 1 — Respondent Information and Questionnaire

How to use this workbook Complete the yellow cells. Tabs 1 and 2 are requested from all respondents; tabs 3 through 6 are requested from firms interested in performing as a prime contractor or major subcontractor, and partial answers are welcome. Text cells expand as you type; there is no word limit inside the workbook, but the capability statement submitted separately is limited to 15 pages (5 for teaming-only responses).

Tab 1 — Respondent Information Company identification, size and socioeconomic status under both candidate NAICS codes, intended role, ownership, and certifications.

Tab 2 — Capability Matrix For each functional area of the anticipated requirement, indicate whether your firm performs it today, at what scale, and whether you would perform it yourself or through a teammate.

Tab 3 — Industry Questions The questions in Section 5 of the notice. Answer those that apply. Where you recommend a change, state the change and the reason.

Tab 4 — Draft Standards OPM's draft performance standards and proposed acceptable quality levels. For each, indicate achievability, the standard you meet on comparable programs, and how you define and measure it.

Tab 5 — Baseline Data Indicative program volumes (2021 baseline). No entry required; provided for scale.

Tab 6 — What OPM Has Not Listed The most important tab. List any requirement, control, deliverable, interface, or performance standard that OPM has not listed but that you would expect a well-run program of this scale to specify, with the level you consider acceptable and the cost or risk consequence of omitting it.

Proprietary information Mark proprietary entries by typing 'PROPRIETARY' at the start of the cell. Responses may be reviewed by Government support contractors bound by non-disclosure agreements.

Disclaimer This is not a solicitation. Responses are not offers, will not be reimbursed, and do not obligate the Government.

BENEFEDS Follow-On Sources Sought Notice / Request for Information — responses due Monday, October 26, 2026, 3:00 p.m. Eastern Time, to James.Faulkner@opm.gov and Dennis.Hodges@opm.gov. Return this workbook as an Excel file (do not convert to PDF).

Tab 1 — Respondent Information (all respondents)

# Item Response 1 Company legal name and any trade name (dba)

2 Street address, city, state, ZIP

3 Unique Entity ID (UEI)

4 CAGE code

5 Website

6 Point of contact — name, title, email, telephone

7 Business size under NAICS 524292 (Small / Other than small)

8 Business size under NAICS 541611 (Small / Other than small)

9 Socioeconomic categories that apply (SB, 8(a), HUBZone, SDVOSB/VOSB, WOSB/EDWOSB) and SBA certification status

10 Intended role: prime contractor / joint venture or mentor-protégé / subcontractor — and functions you would perform in that role

11 Ownership or control by an insurance carrier, benefits administrator, or other participant in FEDVIP, FSAFEDS, or FLTCIP (describe), or by a foreign entity (describe)12 Contract vehicles held relevant to this work (e.g., GSA MAS categories, GWACs)

13 Relevant certifications and authorizations (SOC 1 / SOC 2 Type 2, FedRAMP authorizations and level, ISO 27001, PCI DSS, URAC or similar)

14 Number of employees and most recent three-year average annual receipts (optional; used only for market research)

15 Would your firm attend a virtual one-on-one session the week of November 2, 2026 if invited? (Yes / No)

Complete the yellow cells. Size status: state 'Small' or 'Other than small' under each NAICS code using the current SBA Table of Size Standards (13 CFR 121.201).

Tab 2 — Capability Matrix

Functional area (anticipated requirement, Section 3.2) Perform today How performed Largest comparable scale Years performing

Notes

Web and mobile-responsive enrollment portal with authenticated accounts Eligibility screening, self-certification, and anomaly edits

Open Season peak processing (tens of thousands of enrollments per day) Post-enrollment validation against payroll pre-validation and HR data feeds Enrollment maintenance (status changes, dependents aging out, retirements, survivors) Daily and full-file enrollment reconciliation with carriers

Multi-payroll billing engine (50+ payroll/annuity providers on different calendars) Payment posting, adjustments, refunds (pre-tax via payroll; post-tax direct) Direct billing and automatic bank withdrawal / card payments (PCI DSS)

Custodial funds management, daily cash reconciliation, remittance to carriers and Government Allotment administration for flexible spending accounts

Premium administration for individually rated insurance (per-payor premium tables) Bilingual (English/Spanish) contact center with IVR, email/secure message, mail, TTY/relay, interpretation Contact center surge staffing for a five-week annual peak

Case management (CRM) with exportable history and 100% call recording Customer satisfaction measurement and quality monitoring

Communications: plain-language, Section 508-conformant content;

annual campaign Decision support / plan comparison tools

FISMA authorization (ATO) at Moderate impact for a Federal system

FedRAMP-authorized cloud hosting (state level)

Identity proofing/authentication at IAL2/AAL2 (login.gov or equivalent)

WCAG 2.1 AA conformance with Accessibility Conformance Report

For each functional area: 'Perform today' = Yes / Partial / No. 'How performed' = In-house / Teammate / Not offered. Scale: the largest comparable program (lives, accounts, transactions, or interfaces) on which your firm performs the function today.

Continuity of operations / disaster recovery with tested RTO/RPO

Data conversion of millions of records with reconciliation controls and mock conversions Interface development and certification with third parties (batch files, SFTP, APIs) Fraud, waste, and abuse program (hotline, referrals, annual report)

Independent SOC 1 Type 2 audit of the service organization

Government reporting and read-only data access; ad hoc reporting

Transition-in from an incumbent and transition-out to a successor

Tab 3 — Industry Questions (Section 5 of the notice)

Ref Question Response

5.1.1 Identify any function, deliverable, control, interface, or service OPM has not listed but that you consider standard for a program of this scale, and why it should be specified.

5.1.2 Identify any listed requirement that is obsolete, duplicative, or better expressed as an outcome, and propose replacement language.

5.1.3 Identify any requirement or description that appears to presume a specific system, tool, process, vendor, or the current provider's way of operating, and how OPM could state it neutrally.

5.1.4 What Government-furnished information would you need to price and plan with confidence, and when?

5.2.1 See Tab 4 for standard-by-standard responses. Add any general comment on the draft standards here.

5.2.2 List performance standards OPM has not included that you would expect for this program (digital channel service levels, self-service containment, first-contact resolution, data quality/reconciliation aging, payment exceptions, accessibility conformance rate, security patch timeliness, Open Season readiness) and the level you consider acceptable Use Tab 6 for detail5.2.3 Comment on the proposed deduction approach (deductions tied to specific standards, capped as a percentage of period service fees, corrective action period, written rebuttal) and on incentive/deduction structures you have seen work well.

5.3.1 Is a Start-Up Period of approximately nine months sufficient? Identify the critical path and the Government and incumbent actions it depends on.

5.3.2 Describe your data conversion approach (mock conversions, reconciliation controls, single cutover after Open Season) and the risks you see.

5.3.3 What cooperation would you need from the outgoing contractor and from the FSAFEDS and FLTCIP Administrators, and how should OPM secure it contractually?

5.4.1 Comment on FedRAMP cloud versus on-premises hosting, the expected impact level (OPM anticipates Moderate), and the elapsed time you would plan for authorization.

5.4.2 Comment on using login.gov for enrollee identity proofing and authentication, including integration effort and populations needing alternatives.

5.4.3 Describe how your solution exchanges data with payroll providers, carriers, and administrators today, and any interface standard OPM should adopt.

Answer the questions that apply. Where you recommend a change, state the change and the reason. Type 'N/A' if a question does not apply to your firm.

5.4.4 Describe how you achieve and maintain WCAG 2.1 AA conformance and test with assistive technology.

5.4.5 Describe any use of artificial intelligence or automation you would propose (IVR, web chat, correspondence drafting, quality monitoring, translation, fraud detection), how you would govern it (human review, transparency to customers, data handling, accuracy and bias testing), and how you would comply with Federal AI policy on a Federal system5.5.1 Comment on fixed service fees per enrollment/account/payor per pay period and on pre-priced optional line items for growth beyond stated bands. In particular, should transition-in costs be separately priced and paid on completion of Start-Up, or recovered through the service fees over the contract term, and how would each approach affect your price and your willingness to compete? Would a different 5.5.2 What contract length, including options, would be necessary to recover transition investment at competitive fee levels?

5.5.3 Which requirements or risks would most affect your price, and what information could OPM provide to reduce contingency pricing?

5.6.1 Identify any aspect of the requirement, evaluation approach, or schedule that would prevent your firm from competing or that appears to favor a particular solution or provider, and how OPM could address it.

5.6.2 Comment on the two-phase evaluation approach and on minimum-experience criteria that would fairly establish capability without excluding qualified firms.

5.6.3 Would oral presentations, system demonstrations, or a draft RFP for comment improve your ability to propose? What response time would you need after release?

5.7.1 Small businesses: which functions could your firm perform as prime or subcontractor, at what scale, with what teaming arrangements?

5.7.2 All respondents: is a 30-percent small business participation requirement achievable, and which functions are most suitable for small business performance?

5.8.1 Any other comment, question, or recommendation.

5.8.2 Comment on the appropriateness of NAICS 524292 (versus 541611 or another

Tab 4 — Draft Performance Standards for Industry Comment

ID Domain Draft standard Proposed AQL Measurement (draft) Achievable? Your standard on comparable programs

Definition / measurement comments Suggested change

CS-1 Customer service Telephone speed of answer — outside Open Season 85% of calls answered within 30 seconds

Monthly; queue time from entry to live answer; IVR time excluded

CS-2 Customer service Telephone speed of answer — Open Season 80% within 90 seconds;

last day of Open Season excluded from this

Monthly for Open Season months

CS-3 Customer service Call abandonment ≤ 5% outside Open Season; ≤ 8% in Open Season

Monthly; calls abandoned after 20 seconds in queue

CS-4 Customer service Call blockage (busy/no access) ≤ 1% Monthly; carrier reports

CS-5 Customer service Email / secure message response 99% within 3 business days (5 in Open Season)

Monthly; substantive response, not acknowledgment

CS-6 Customer service Written correspondence (mail) response 95% within 10 business days

Monthly; receipt to mailing

CS-7 Customer service Case resolution 95% of cases resolved within 5 business days;

100% within 15

Monthly; CRM

CS-8 Customer service Quality monitoring / information accuracy ≥ 2% of calls or 4 per CSR per month evaluated; ≥ 97% accuracy on sampled t t

Monthly; Government may validate by sample

CS-9 Customer service Customer satisfaction ≥ 90% satisfied or very satisfied

Monthly post-contact survey; annual survey

SYS-1 System Availability — customer-facing systems 99.9% monthly excluding approved maintenance;

99.95% during Open S ith h

Monthly; synthetic monitoring

SYS-2 System Web page performance 95% of page loads ≤ 3 seconds at peak

Monthly; synthetic monitoring

SYS-3 System Capacity Load test to 2× baseline peak day before each Open Season — pass

Annual; test report

SYS-4 System Scheduled file exchange timeliness 99% of scheduled files transmitted on schedule

Monthly; transfer logs

SYS-5 Security Vulnerability remediation Critical ≤ 15 days; High ≤ 30 days — 100%

Monthly; scan results/POA&M

SYS-6 Security Incident reporting 100% within OPM-required times (e.g., 30 minutes / 2 hours / 24 hours by t )

Per incident

SYS-7 Accessibility Section 508 / WCAG 2.1 AA ACR current; Level A defects fixed ≤ 30 days, AA ≤ 60 days — 100%

Quarterly; ACR and defect log

SYS-8 Continuity COOP/DR test Annual test meeting stated RTO/RPO; report within 30 days

Annual

ENR-1 Enrollment Enrollment transaction accuracy ≥ 99.5% Monthly; Government sample

ENR-2 Enrollment Carrier enrollment files 98% of daily files accurate and transmitted by next business day

Monthly

Proposed acceptable quality levels (AQLs) are drafts derived from Federal and industry benchmarks. For each: Achievable = Yes / Yes with conditions / No. State the standard you meet on comparable programs and how you define and measure it (including exclusions).

ENR-3 Enrollment Post-Open-Season FEHB information to carriers 100% within 7 business days after Open Season

Annual

ENR-4 Enrollment Enrollment validation 95% validated within two pay cycles; unresolved cases actioned

Monthly

ENR-5 Enrollment Dependent-eligibility controls Anomaly edits in production; quarterly dual-enrollment/anomaly audit;

100% f fl d d

Quarterly

PA-1 Premium administration

Bill files by payroll cutoff 99.5% Monthly

PA-2 Premium administration

Payments posted 99% within 2 business days of receipt

Monthly

PA-3 Premium administration

Refunds Post-tax 99% within 15 business days; pre-tax submitted to payroll 99% ithi 3 b i d

Monthly

PA-4 Premium administration

No-payment / missed-deduction resolution 99.5% within two pay cycles

Monthly

PA-5 Premium administration

Billing accuracy ≥ 99.9% of bills correct Monthly; Government sample

PA-6 Premium administration

Carrier/administrator reconciliations Completed per schedule;

98% of discrepancies resolved within 10 b i d

Monthly/quarterly

FM-1 Financial management

Remittance of premiums, allotments, and OPM fees 100% accurate and on schedule (exact match)

Per remittance

FM-2 Financial management

Daily cash reconciliation Completed daily;

variances resolved within 5 business days — 100%

Monthly

FM-3 Financial management

Independent audit SOC 1 Type 2 annually with no material exceptions

Annual

PM-1 Program management

Deliverables 95% on time (100% for designated critical deliverables); 90% t d fi t

Monthly

PM-2 Program management

Corrective action plans 100% within 7 business days of notice

Per event

PM-3 Program management

Stakeholder inquiries (carriers, payroll providers, OPM) 98% answered within 3 business days (5 in Open Season)

Monthly

PM-4 Program management

Key personnel vacancies Filled within 30 days — 100%

Per event

SU-1 Start-Up Authority to Operate No later than 30 days before Performance Start Date

Milestone

SU-2 Start-Up Interface certification Major payroll providers 90 days before start; all others 45 days before t t

Milestone

SU-3 Start-Up Mock conversions At least two full mock conversions reconciled to zero unreconciled d /b l

Milestone

SU-4 Start-Up Operational readiness review Passed no later than 30 days before Performance Start Date

Milestone

Tab 5 — Baseline Data (indicative; calendar year 2025 unless noted)

Dimension Baseline value Source FEDVIP enrollments / enrollees / covered lives 6,400,729 enrollments (3,786,364 dental; 2,614,365 vision); 4,042,626 unique enrollees; 8,130,567 covered lives

— as of 01/06/2026, reflecting Open Season 2025 elections. As of 09/01/2026: 6,492,915 enrollments; 8,188,219 covered lives.

Monthly activity reports, Dec 2025 and Aug 2026

FEDVIP enrollment mix (as of 01/06/2026) Dental: 1,567,909 Self; 1,382,905 Self Plus One; 835,550 Self and Family. Vision: 1,088,858 Self; 968,452 Self Plus One; 557,055 Self and Family.

Monthly activity report, Dec

FEDVIP population mix Federal civilian 4,826,735 enrollments (75%); uniformed services 1,573,994 (25%). Annuitants ≈ 24–25% of enrollments; retired military ≈ 18–23%.

Monthly activity report, Dec

FEDVIP carriers Plan year 2025: 12 dental and 5 vision carriers. Plan year 2026: 11 dental and 5 vision (HealthPartners Dental exited). New carrier contracts expected for plan years beginning 01/01/2028.

Monthly activity reports; OPM Open Season materials

FEDVIP premium method (as of 01/05/2026) Payroll 50.6%; annuity 42.0%; automatic bank withdrawal 7.2%; direct bill 0.2%. Uniformed services: annuity

69%, ABW 29%.

Monthly activity report, Dec

FEDVIP premiums administered Approximately $3.89 billion in calendar year 2025 across 17 carriers; approximately $4.20 billion projected for 2026.

Monthly activity report (MPR table)

FSAFEDS accounts 522,943 accounts; 469,905 participants (2021 figure — current figure will accompany the solicitation). Allotment administration only.

2022 Appendix D

FLTCIP payors (as of 01/02/2026) 233,534 total: pension 88,381; automatic bank withdrawal 66,850; direct bill 49,042; payroll 29,261. Declining;

program closed to new applications since 12/19/2022.

Monthly activity report, Dec

Payroll and annuity providers Six major providers ≈ 95% of deductions; more than 50 additional providers; more than 150 employing agencies (2021 lists — current lists will accompany the solicitation).

2022 Appendices H, I, J, K, N

Contact center — calendar year 2025 1,630,906 calls to the toll-free number; 937,304 offered to agents (IVR containment 42.5%); 33,872 callers used the callback option. Outside Open Season: 51,000–84,000 agent calls per month, average speed of answer 1.7–5 seconds, abandonment ≤ 0.15%.

Monthly activity report, Dec

Contact center — Open Season 2025 (11/10–12/08/2025)

November: 266,569 calls to toll-free number, 164,113 to agents, ASA 52 seconds, abandonment 1.6%.

December: 294,290 calls, 179,784 to agents, ASA 191 seconds, abandonment 4.6%. Daily counts and last-day peak will accompany the solicitation (2021 last-day peak ≈ 53,000 calls).

Monthly activity report, Dec

Email and written inquiries — calendar year 2025 12,091 emails received (research team) plus 17,706 automated quick replies = 26,872 engagements;

November–December ≈ 5,000 emails received.

Monthly activity report, Dec

Spanish-language calls ≈ 11,350 per year (2021 figure). 2022 Appendix C

Web traffic — calendar year 2025 8.75 million sessions; 88.4 million page views. November 2,161,000 sessions and 28.4 million page views;

December 2,006,897 sessions. Outside Open Season 340,000–650,000 sessions per month. Mobile 32–38% of sessions. Summer 2026 traffic elevated (≈ 157,000 sessions per week) during login.gov linking outreach.

Monthly activity reports, Dec 2025 and Aug 2026

No entry required. Figures are from the program's monthly activity reports (counts as of early January 2026) except where a 2021 figure is noted. OPM intends to furnish complete current data, including Open Season daily statistics and payroll-provider detail, with any solicitation.

Enrollment transactions Outside Open Season: 486,305 new enrollments in 2025 (266,122 dental; 220,183 vision); ≈ 85% completed online, remainder through customer service. Open Season 2025 daily counts will accompany the solicitation (2021: ≈ 7,500 per day average, 43,000 on the last day).

Monthly activity report, Dec

Identity and authentication BENEFEDS.gov (moved from .com in September 2024); phishing-resistant MFA since December 2023; login.gov integration live since early 2026 — 1,082,783 enrollee accounts linked (26.5%) as of 09/10/2026, plus 151,716 non-enrollee accounts.

Monthly activity report, Aug

Records to convert at Start-Up All active enrollment, payor, and participant records plus premium and allotment history back to 2004–2006;

history record counts will accompany the solicitation.

2022 Q&A; PWS

Paper enrollments Exception basis only. 2022 Appendix A

Tab 6 — What OPM Has Not Listed

# Type Requirement or standard OPM should add Why it matters (risk or outcome protected) How it should be measured (metric, AQL, frequency)

Where it belongs (functional area / PWS section)

Cost or schedule consequence of omitting it

Your firm's current practice

List any requirement, control, deliverable, interface, or performance standard that OPM has not listed but that you would expect a well-run enrollment and premium administration program of this scale to specify. One item per row. This tab is the most valuable part of your response.