AMD01 CG305-21.pdf

AMENDMENT OF SOLICITATION/ MODIFICATION OF CONTRACT 1. CONTRACT ID CODE PAGE OF PAGES

1 1

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

AMD01 08/27/2021

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

FEDERAL PRISON INDUSTRIES, UNICOR

400 FIRST STREET, N.W.

WASHINGTON, DC 20534

ATTN: Vivian Drammeh, Contract Specialist

SEE BLOCK 6.

8. NAME AND ADDRESS OF CONTRACTOR (No., street, country, State and Zip Code) (x) 9A. AMENDMENT OF SOLICITATION NO.

CO305-21 ⊠

9B. DATED (SEE ITEM 11)

08/13/2021

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

CODE FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENT OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and the date specified for receipt of Offers is extended, XX__ 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 1 copies of the 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 number. 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 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 APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

(X) 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 1 copies to the issuing office.

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

The solicitation identified in block 10 A is hereby amended as followed:

Questions & Responses are included on Attachment 01.

Pricing Sheet is included on Attachment 02.

Business Management Questionnaires is included.

As provided, all other terms and conditions remain unchanged.

A signed copy of this solicitation and amendments must be included with your proposal.

15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

Vivian Drammeh, Contract Specialist

15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED

___________________________________________ BY _________________________________________ 08/27/2021 (Signature of the person authorized to sign) (Signature of contracting officer)

NSN 7540-01-152-8070

PREVIOUS EDITION UNUSABLE

30-105

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA

FAR(48 CFR) 53.243

SOLICITATION: CG305-21, 6200009043 – HELP DESK

QUESTIONS ARE CLOSED.

1) Will this contract award cover managing new staff, current staff, or both? UNICOR would like to maintain the current staff. It is understood that some staff may not wish to move over and there is at least one vacancy that will need to be filled.

2) Given the potential for high turnover rate of staff, what are the time requirements to backfill staff?

UNICOR contractors must pass a background check that is done by the Bureau of Prisons. This would affect the time to backfill so we do not place a specific requirement.

3) What is the age of the equipment provided by the government? All equipment provided is less than 3 years old.

4) What are the guidelines for a technology refresh on government provided equipment? UNICOR refreshes the Service Desk equipment every 3 years.

5) What does the “Guaranteed minimum of $140,000” mean? Guaranteed minimum is the amount guaranteed to the awardee over this time period.

6) Is there an implied “and” or “or” between requirement #1 and requirement #2 under section Department of Justice Contractor Residency Requirement? IMPLIED OR

7) Must all 3 residency requirements be met or just 1? JUST 1

8) Is the intent to have staffing at each of the locations: Central Office, Butner, Allenwood or Victorville?

Currently only the Central Office Service Desk is staffed with contractors but as business needs change, the other locations may also need additional staff.

9. What is the current system used? We use the Heat Ticketing systems to log issue requests. Our users are on Windows 10 operating system.

10. What software is used? Basic Office products and SAP are the core software with support but other specialty software is also available to our users.

11. Service Desk Technician Level I versus Level II. The position requirements on pages 3-4 identify requirements for both a Level I and Level II, but the Item List on page 7 only identifies Level II technicians. Please clarify. There are currently no Level I technicians but as business needs change there may be a requirement.

12. Please provide the “Business Management Questionnaire” mentioned on page 23 that you want offerors to use in their proposal submission. BUSINESS MANAGEMENT QUESTIONNAIRE ARE

INCLUDED WITH AMENDENT 01

13. The ITO on page 21 states that Key Personnel will be a part of the evaluation. Are resumes required?

Which positions are Key Personnel positions? YES RESUMES ARE REQUIRED. ALL POSITIONS ARE KEY

PERSONNEL

14. Section B identifies each labor category with a quantity of 1 and a unit of each. Please clarify, is each referring to the price per hour? Day? Week? Month? Or year? The unit is the price per hour.

15. What type of Help Desk Ticking System is presently being used? Heat Ticking System

16. Are the changing of passwords the responsibility of the Contractor or the Government? Each individual who has an account is responsible for changing their account passwords. Passwords used in the administration of systems is the responsibility of the Government.

17. The Solicitation Number on the 1499 is Wrong. THE SOLICITATION NUMBER IS CG305-21

18. Page 8, Best Commercial Customer Category. QUESTION: Is UNICOR considering removing the SDVOSB set-aside category if a GSA Schedule, SWEP or any other Federal Schedule provider can be found.? NO

19. Page 9 Investigative Procedures for Consultants, Consultants and Volunteers. QUESTION: Will the Government accept the results of EVerify employee checks? The Government will provide a Public Trust background investigation

20. Page 10 Will the Government be paying for the Urinalysis The Government will provide an Public Trust background investigation

21. Page 21 Instructions to Offers - Rating - QUESTION: Will Companies with no or limited Past Performance be given a Neutral Rating? YES

22. Can Empyee's Past Performance be counted? Past Performance: Contractors must identify previous federal, state, and local governments and private contracts that they have completed within the last 3-5 years and that are similar size, value, and type to the contract being evaluated. List at least three (3) no more than five (5) contracts for evaluation.

23. Can a Company with a Neutral Rating but with an "Outstanding Technical Approach and Understanding, Outstanding Personnel and a Good Price be Awarded this Contract? Award will be based on the best value to the Government considering the evaluation factors..

24. Is this an entirely new requirement? NO

25. If this is not a new requirement can you share with us the current name of the incumbent and whether or not they capable of bidding this effort again? THE VENTURA GROUP. THEY CAN PROVIDE A

PROPOSAL

25. Has this effort been funded for FY 22 and beyond? NO

26. If teaming how many Past Performances does the Prime need to show? (3) no more than five (5) contracts for evaluation.

27. Are Past Performances allowed by a teaming partner? NO

28. Can an Executives experience be used as Past Performance?

29. Are there any Security Clearance required? REFER TO RFP PART 1: INFORMATION, INVESTIGATIVE

PROCEDURES FOR CONTRACTORS, CONSULTANTS AND VOLUNTEERS

30. What is the structure for Proposal responses (i.e. page count for each section)? 31. Are you planning to award in FY 21 or FY 22? FY2021

32. Can you share the current Level of Effort for this requirement? The tasks for each position have different levels of effort depending on the complexity of the request.

33. Place of performance states Washington, DC. However, there are four separate locations. Will onsite support be required for four separate locations? The Washington DC staff, the main service desk handles the Tier 1 calls and reassigns as needed to Government Tier II staff at the other locations.

Technical Support is currently provided remotely for all 60 sites. as business needs change, the other locations may also need additional staff.

34. The Government has placed information in block 17a including a statement that says NA. Block 17 a should be blank.

35. Page 23 0f RFQ states “Each proposal package shall consist of the following completed and signed documents: SF1449, all amendments issued, and three Business Management Questionnaires of recent and relevant contracts for the same or similar items in accordance with FAR 52.212-1(b)(10) for past performance evaluation.” BUSINESS MANAGEMENT QUESTIONAR IS INCLUDE IN AMENDMENT 1

36. The directions do not state that pricing is to be submitted. How does the Government want pricing submitted? If it is in accordance with the table at the top of page 7, please confirm that Del. Date in the far right column equals Delivery Date, and that is equivalent to the start of the contract. Also, should the table be replicated for each of the four option periods on the IDIQ or the total for all 5 years per labor category be included on one table? TABLE AT THE TOP OF PAGE 7 HAS BEEN REPLACED WITH

ATTACHMENT 3. PLEASE FILL OUT ALL PRICING INFORMATION ON ATTACHMENT 3 AND SUBMIT

WITH YOUR PROPOSAL

37. Please reconfirm the due date for this procurement by providing it in response to answers to questions. REFER TO PAGE 1, BLOCK 8 OF THE RFP

38. Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories? TABLE AT THE TOP OF PAGE 7 HAS BEEN

REPLACED WITH ATTACHMENT 3. PLEASE FILL OUT ALL PRICING INFORMATION ON ATTACHMENT 3

AND SUBMIT WITH YOUR PROPOSAL

39. Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. UNICOR IS fully satisfied with the current contractor.

40. Has the current contract gone full term? YES

41. Have all options to extend the current contract been exercised? YES

42. Who is the incumbent, and how long has the incumbent been providing the requested services?

THE VENTURA GROUP – BASE YEAR WITH 2 OPTIONS

43. To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award? NONE

44. How are fees currently being billed by any incumbent(s), by category, and at what rates? Monthly invoices

45. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Apx $982,000

46. Is previous experience with any specific customer information systems, phone systems, or software required? Yes. Must be familiar with Windows 10 Operating system and Microsoft office products

47. What is the minimum required total call capacity? Total minimum capacity of 100 calls/tickets per week.

48. What is the minimum simultaneous inbound call capacity Minimum simultaneous inbound call capacity is less than 10 calls\tickets.

49. What is the maximum wait time? n/a

50. What is the maximum hold time? n/a

51. What percentage of inbound calls must be answered by a live operator? all

52. Is there a minimum or maximum number of operators and supervisors? no

53. What are the required language options? English

54. What is the required degree of dedication for the call center? THIS IS NOT A CALL CENTER

REQUIREMENT

55. What is the required degree of dedication for the operators? THIS IS NOT A CALL CENTER

REQUIREMENT

56. Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact? Live operator is the initial contact for phone calls.

THIS IS NOT A CALL CENTER REQUIREMENT

57 Could you please confirm the set-aside for this requirement, is it for SDVO or for Small Business ?

SDVOSB –Service Disabled Veteran Owned Small Business

58. Pg. 4 - Will the government clarify if the Service Desk Technician II requires an A+ certification or is the certification only a substitute for years of experience? Substitute for years of experience.

59. pg. 4 - Will the government clarify if the System Administrator requires certification or is the certification only a substitute for years of experience? Substitute for years of experience.

60. Pg. 5 - Will the government clarify if the Network Administrator requires certification or is the certification only a substitute for years of experience? Substitute for years of experience.

61. Pg. 5 - Will the government clarify if the Junior Network Administrator requires certification or is the certification only a substitute for years of experience? Substitute for years of experience.

62. Pg. 6 - Will the government clarify the requirements for the IT Security Operations Analyst? Currently the requirement states: "Junior Network Administrator" and will it require any certifications or is the certification only a substitute for years of experience? The current requirement should read “IT Security Operations Analyst” Certifications are not required but can be used to substitute for years of experience.

63. Pg. 6 - Will the government clarify which computer skills are required for each labor category or are all computer skills required for every FTE? Not all skills are required but each labor category should have a mix of the listed computer skills.

64. Pg. 7 - Will the government clarify if Item No 00001 is for Service Desk Technician Level II or if it is supposed to be Service Desk Technician Level I

65. Pg. 7 - Will the government clarify if Item No 00006 is a duplicate for Network Administrator or it the government intends for 2 FTE? There is a Network Administrator and a Security Analyst

66. Do we bid as if we will be filling all 7 spots? The bid should be an hourly rate for each labor category.

67. Is the Service Desk Supervisor role a government position? YES

68. Approximately how many phone calls and emails come in a day for the Help Desk? 25 phone calls and 50 tickets per day

69. Approximately how many tickets a week are created? 250+

70. What are the weekly/monthly metrics we will be measured on? N/A

71. Will we have access to the Heat ticketing system database so we can run our own metrics to ensure we are continually outperforming contract requirements? NO

72. How many users at each location? Centralized service desk responds to a total of 2000 users with Tier I issues. Tier II and above issues are assigned to other groups

73. Are all servers centrally located or distributed between sites? Distributed between sites How many servers at each location? N/A

74. How many workstations at each location? Total of 2000 workstations but only 200 maintained by CO staff.

75. How many network devices (Switches/Routers/Firewalls) are at each location? N/A

76. What workstation peripherals or other equipment is the contractor responsible for maintaining besides Servers and Workstations? Printers and in the case of networking staff switches, cables and routers

77. What virtualization software do you use (Hypervisor/VMWare/Citrix) and what version do you use? Contractors do not support host systems.

78. What version of Windows Server are you currently using? 2012 and 2016

79. What Endpoint Protection software are you currently using (McAfee/Defender/Symantec)?

Symantec

80. Any unusual or proprietary software to be supported? NO

81. Will the team be on call or ever called into work after normal working hours? Overtime is possible

82. Please confirm that this is a new requirement. If this is a recompete, what is the current contract number and who is the incumbent? THIS IS A NEW PROCUREMENT FOR FY2022

83. Will the agency be utilizing hourly rates from the Wage Determination for each position? If so, please identify the Occupation Code(s)/Title(s) for each position. NO

84. Is there a page limit for the technical response? NO . Key Personnel (Resumes) must meet all requirements listed within the Statement of Work to include any certificates requirements.

85. What is the estimate weekly ticket number s? 250+

86. Is the incumbent currently meeting all KPI's? YES

87. What is the total number of desktops laptops thin clients and mobile devices? Total 2000 devices only 200 supported by CO Help desk staff

88. Is the help desk available to push patches if needed? No

89. Are there current Esso peas in place for call in workflows? N/A

90. Is there an active SharePoint site for knowledge management? YES

91. Are there active FAQ pages for using user access? YES

92. Are there active self-help password options? NO

93. Is there an online ticketing self-help management system? NO

94. Are there RMM tools which are remote monitoring and management & what are they? Microsoft Endpoint Configuration Manager

95. What is the average speed to answer for incoming calls? N/A

96. What is the first contact resolution rate? 45%

97. Is there an organizational metric looking to be reduced for the service desk? NO

98. Is there any support for peripheral equipment such as scanners and printers? Yes

99. Is the helpdesk responsible for inventory of any equipment? Yes but only for the CO devices

100. What is the current number of backlogged open trouble tickets? Less than 100

101, Is there any plans to migrate to O365? YES

102. What are the ticket breakouts in priorities? User Administration and Resource Access tickets are the priorities

103. What is the percentage of tickets being resolved off hours? 5%

104. Is there a remote access availability for helpdesk agents? yes

105. Are there active feedback surveys to the customers being used? yes

106. Are there live chat options for the service desk? yes

107. Are there email to ticket options for the service desk? no

108. Should we include travel costs in our quote if personnel located in Washington, DC must travel to the other locations (PA, NC, and CA)? If yes, how often will travel be expected and to which locations?

Yes and travel may be to any of the 60 UNICOR sites. There will be an estimated 20 trips total.

Proposal does not need to include travel costs. This will be cost reimbursable CLIN on the awardees contract.

109. Re: Key Personnel as stated in Section 52.212-2, Evaluation, can the government please explain how it will evaluate the Key Personnel, i.e., will it be based on price only or does the offeror need to submit resumes? RESUMES ARE REQUIRED

110. How many end users are currently being supported? 2000

111. When is this work expected to begin? 10/01/2021

112. If this opportunity is funded, will it be funded incrementally? . GUARANTEED MINIMUM $140,000.00 will be funded

113. We would like to respond to this solicitation, but are not clear about the requirements for Key Personnel. Are we required to submit resumes for all Key Personnel identified in the PWS? YES

114. With regard to pricing for the different geographic locations. Can the government please specify which two other locations should be priced given that rates can vary by labor market? Only pricing for the Washington DC location needed

115. The RFQ specifies 3 sections for our response: Past Performance, Key Personnel, and Pricing. Under evaluation criteria it states, “an exceptional approach and understanding of the requirements”. Under section 52.252-1 Solicitation Provisions, it states " Each proposal package shall consist of the following completed and signed documents: SF1449, all amendments issued, and three Business Management Questionnaires of recent and relevant contracts for the same or similar items in accordance with FAR 52.212-1(b)(10) for past performance evaluation." Can the government please specify where we should present our approach? KEY PERSONAL/RESUMES

116. Current staffing indicated, can the government please confirm that support at Central, Washington DC office is currently remote, and that there is no support currently at Allenwood, Butner, and Victorville. There is Tier 2 Support at the other locations but these are Government workers. Current staffing is centralized at the Washington DC office.

117. The RFQ states that there are 800 users at the UNICOR Central Office. Can the government please specify the number of users for secondary support for UNICOR sites nationwide? Can the government please specify the number of users in Allenwood, Butner, and Victorville? The helpdesk employs a centralized model. All calls come into the Central Office and are reassigned to remote staff as needed

118. Can the government please elaborate on the number of tickets that are processed daily/weekly/monthly/annually, by location? Centralized service desk that processes a minimum of 250 tickets per week.

119. Can the government please provide a list of your hardware and software to include versions? Main support requirements are for HP Laptops, mobile thin clients and desktop thin clients. Microsoft laptops and Surface tablets. HP Desktops. Software used is Microsoft Office Products and some small business use products.

120. The IT Security Operation Analyst role it says “Junior Network Administrator requires 2 years of experience with patching and vulnerability management. “ That is a error, this should read “IT Security Operations Analyst”

121. Should it say “IT Security Operation Analyst requires 2 years of experience with patching and vulnerability management. “ ? YES

SOLICITATION: CG305-21, 6200009043 – PRICING ATTACHMENT 02

CLIN 01 - Service Desk Technician Level II – 1 each

$________________ BASE YEAR

$________________ OPTION YEAR 1

$________________ OPTION YEAR 2

$________________ OPTION YEAR 3

$________________ OPTION YEAR 4

CLIN 02 - Service Desk Technician Level II – 1 each

$________________ OPTION YEAR 2

CLIN 03 - System Administrator

$________________ OPTION YEAR 2

CLIN 04 - Network Administrator

$________________ OPTION YEAR 1

$________________ OPTION YEAR 2

CLIN 05 - Network Administrator

$________________ OPTION YEAR 1

$________________ OPTION YEAR 2

CLIN 06 - IT Security Operations Analyst

$________________ OPTION YEAR 1

$________________ OPTION YEAR 2

CLIN 07 - Junior Network Administrator

$________________ OPTION YEAR 2

UNICOR, Federal Prison Industries, Inc.

Business Management Questionnaires

Solicitation Number: CG305-21

INSTRUCTIONS: Offerors submit recent and relevant information concerning contracts and subcontracts (Federal, State, local government or private) which demonstrates their ability to perform the proposed effort: (One contract reference per form. Form may be duplicated)

Contract Number: ________________________________________________________

Contractor (Name, Address, Zip Code & Telephone # & Email Address):

Type of Contract: _________________________ Contract Dollar Value: ___________

Date of Award:_________________________ Date Completed: __________________

(If not completed, provide status):

Type/Extent of Subcontracting:

Complexity of Product/Service:

Percentage of work completed by your company:________________________________

Description of supply/service (s) provided, location, company name, relevancy of work:

Name, Address, Telephone Number, E-mail of the Contact person & their position and company name: