Contractor Questions with Government Responses (RFP W81WXH21R0033) - RFP Amendment 2.xlsx
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- CJB-21-1111
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Department of the Army Medical Command
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Sheet1
| Solicitation #: W81XWH21R0033 | ||
| inTransition Outreach Call Center and Transitional Support Programs Support Services to DHA J-9 | ||
| Vendor Questions and Government Responses | ||
| # | Request for Proposal (RFP) |
Performance Work Statement (PWS) Question Vendor's RFP / PWS Document Reference Government Response RFP / PWS Document Reference
| 1 | Can the Government please confirm in which CLIN Task 1: Outreach should be included? It is not listed as a Task under CLIN 0001. | PWS - Section B - Supplies or Services and Prices, RFP pg 3 ITEM NO 0001 Outreach & Contract General Support Services. Contractor to provide Outreach…...with the attached PWS. Task 2, Section 2.2.2, Task 3 2.2.3 and Task 4. 2.2.4 and includes 15-day transition | CLIN's 0001, 1001, 2001, 3001, and 4001 in RFP Section B are updated to include PWS Task 1 Section 2.2.1 | RFP Section B , CLINs 0001, 1001, 2001, 3001, and 4001 |
| 2 | Should the contractor include Government travel as part of its cost build-up? | PWS - Section B - Supplies or Services and Prices, RFP pgs 5,6 CLIN 0005-0008 Call Center Staff Meeting Support IAW PWS Section 2.2.6 | PWS Section 2.2.6 states that "the contractor shall allow for quarterly staff meetings where the Government DHA staff travel TDY to the Call Center location or meet with call center staff via voice/video conference." RFP "Additional Instructions to Offerors," Section (c)PRICE PROPOSAL CONTENT/(2) PRICING SHEET (a.2 added) is updated with further details. | RFP Additional Instructions to Offerors, Section (c)PRICE PROPOSAL CONTENT/(2) PRICING SHEET |
| 3 | Who does the Government define as "third party" - the awarded Contractor, another Contractor, or another Government entity? | PWS 2.1.1 MPR, RFP pg 29 Program Evaluation performed by third party organizations is essential as it relates to the verification of the effectiveness of PHCoE's Outreach/Transition Support Contact Call Center program." | "Third party" refers to entities outside of the direct Government leadership of inTransition and the awarded contractor. Any third party evaluations of inTransition or inTransition captured metrics would be conducted at the request of the Government and in accordance with the Contracting Officer's (KO's) approval. | PWS Section 2.1.1 MPR |
| 4 | Will the Government request a quote for each third-party evaluation data request that requires data analysis beyond what is specified required in the PWS? | PWS 2.1.1 MPR, RFP pg 30 The Government reserves the right to make a determination as to the extent of the information requested and the fee quote provided by the Contractor in response to the request for additional data. | See revised PWS Section 2.1.1. Yes, then the Government will determine whether or not to move forward with the data request. | PWS Section 2.1.1 MPR |
| 5 | Would the government consider extending the transition-in period from 15 days to 30 or 45 days? A transition-in period of 30 days would align with the incumbent contract transition out period of 30 days. | PWS 2.1.4 a Incoming Transition Plan, RFP pg 31 The duration for the incoming transition plan is expected to be 15 days. | No, the transition-in period shall remain 15 days. | PWS Section 2.1.4 a Incoming Transition Plan |
| 6 | For the Transition In Plan, will existing business rules for the incumbent contract be available to the incoming contractor to ensure streamlined and gap-free transition for the Government? | PWS 2.1.4 a Incoming Transition Plan, RFP pg 31 | Following award, the incumbent's transition-out plan will be shared with the awardee. | PWS Section 2.1.4 a Incoming Transition Plan |
| 7 | The Outgoing Transition Plan outlined references a 30 day transition. Should the contract be awarded to a new contractor, will the transition out for the incumbent be for 30 days or align with the 15 day Transition In Plan timeline described in 2.1.4? | PWS 2.1.4 b Outgoing Transition Plan, RFP pg 31 | The transition out for this requirement is 30 days per the PWS. | PWS Section 2.1.4 b Outgoing Transition Plan |
| 8 | Can the Government confirm that all three lists provided to the Contractor on the same day? | PWS Specific Tasks, RFP pg 33 inTransition Call Center Call Surge Plan - inTransition receives three monthly lists of separating Service member names from DHA. | It is extremely rare for all three lists to not arrive at the same time. However, occasionally, one list is delayed due to issues within DHA. Should a delay occur, the COR and KO will work with the contractor to adjust timelines as appropriate. | PWS Section 2.1.7 |
| 9 | Will data, outcomes and effectiveness of previous Outreach strategies be available to incoming contractor for analysis and to leverage effective strategies and develop improvements? | PWS 2.2.1 Specific Tasks - Task 1 Outreach, RFP pg 35 | Yes, as applicable, and if the outreach strategy is available. | PWS Section 2.2.1 Specific Tasks - Task 1 Outreach |
| 10 | There is not a requirement to provide a Supervision Plan with the proposal. Can the Government confirm that the Contractor would submit the Supervision Plan post-award? | |||
| PWS 2.2.2 inTransition Program Call Center, RFP pg 42 Supervision Plan must be approved by the Government and COR prior to contract award. | See Revised PWS Section 2.2.2.1 | PWS 2.2.2 inTransition Program Call Center, RFP pg 42 | ||
| 10 | Can the Government confirm that this contract is Firm Fixed Price? | PWS 3.3 Invoicing and Receiving Report Instruction, RFP pg 52 Invoicing and Receiving Report Instructions - Cost Plus Fixed Fee | This is a Firm Fixed Price Contract w/Cost ODC CLINS. PWS Section 3.3 is updated. | PWS Section 3.3 |
| 12 | Can the call center be "virtual" with the coaches and call center staff working remotely? | PWS 5.1 Place of Performance, RFP pg 55 Place of Performance - All Call Center activities shall be performed at the contractor’s site. | Yes, the call center can be virtual with coaches and call center staff working remotely. | PWS Section 5.1 Place of Performance |
| 13 | Can the Government provide COVID-specific guidance for remote work of personnel supporting PHCoE given current COVID-related state and travel restrictions? | PWS 5.1 Place of Performance, RFP pg 55 Place of Performance - The Contractor shall perform primary Outreach activity at the Government’s facilities in Silver Spring, Maryland. All Call Center activities shall be performed at the contractor’s site. | Key (on-site) personnel should live within the National Capital Region. At present, the PHCoE telework policy is that personnel are allowed to telework 2 days per week after a hire-on period of 60 days. Current COVID-19 related policy is that personnel may use maximum telework, although a return to the office, and traditional telework policy, is anticipated following the lifting of COVID-19 restrictions. Current outreach is virtual, although pending the lifting of travel restrictions, it is expected that the Outreach Specialists resume in-person outreach as described in the RFP. | PWS Section 5.1 Place of Performance |
| 14 | Should this be a maximum (vs. minimum) of 3 abandoned calls per month? | PWS 8.2 Performance Requirements Summary Matrix, RFP pg 66 Incidence of abandoned calls are kept to a minimum of three a month. | "Minimum" changed to "maximum" in PWS Section 8.2 and in the Performance Requirements Summary Matrix in Section 4 of Attachment 5 Draft QASP. | PWS Section 8.2 and in the Performance Requirements Summary Matrix in Section 4 Performance Requirements Summary Matrix |
| 15 | Will the government require large prime contractors to meet the DoD Small Business Subcontracting Goal percentages for socio-economic classifications (SDB, WOSB, HUBZone, SDVOSB) as prescribed by the SBA? | Section L; 5. Small Business Participation, RFP pg 125 *The Government recognizes that these goals are stated as a percentage of the total contract value for the small business participation plan; whereas, the goals included in the subcontracting plan (FAR Clause 52.219-9) are stated in terms of a percentage of total subcontract dollars. | Per the RFP, this requirement has an overall "goal" of 10% SB participation. RFP "Additional Instructions to Offerors," Section (d)6 SMALL BUSINESS SUBCONTRACTING PLAN (SBSP) states that "the Offeror shall submit with their proposal a SBSP that addresses all factors in FAR Clause 52.219-9. The SBSP shall be a separate document from the SBPP and will be used to determine contractor responsibility. In addition to the SBSP, Offerors shall certify compliance with FAR Clause 52.209-6 and provide sufficient information for the Government to determine responsibility of its proposed subcontractors." | RFP Additional Instructions to Offerors, Section (d)6 SMALL BUSINESS SUBCONTRACTING PLAN (SBSP) |
| 16 | Pg. 120 states that the Base Period is ten months of performance. Pg. 126 states that the Base Period if the Date of Award through 12 months of performance inclusive of 15 day Transition-In period. Can the Government confirm the actual length of the base period? | Section L; 4. Estimated Level of Effort, RFP pg 126 Pg. 120 states that the Base Period is ten months of performance. Pg. 126 states that the Base Period if the Date of Award through 12 months of performance inclusive of 15 day Transition-In period. | The Base Period of Performance is 12 months in duration inclusive of 15 days transition-in. RFP "Additional Instructions to Offerors" Section 2 PERIOD OF PERFORMANCE is updated with "Base Period – (Inclusive of 15-Day Transition-In Period) Twelve (12) months of performance." | RFP Additional Instructions to Offerors, Section 2 PERIOD OF PERFORMANCE |
| 17 | Can the government please provide additional detail regarding the call volume estimates given? Are these average totals over multiple years? The total amount from one year etc.? | PWS - (4) Estimated Level of Effort, RFP pg 126, 127 Base Period Estimated Call Volume Table | These are monthly estimates at the highest end of anticipated volume. The estimated average number of outbound names to call per month is 6,300. It is estimated that 5-10% of these will enroll in coaching. There are also an estimated average of 800 calls made into the call center per month, where an estimated 80% will enroll. | RFP Section L "Estimated Level of Effort" |
| 18 | Can the Government provide the average monthly number of coaches enrolled in inTransition? | PWS - (4) Estimated Level of Effort, RFP pg 127 | Based on past estimates, 5-10% of inbound enrollees will agree to coaching while 80% of those who contact the call center "inbound" will enroll. | RFP Section L "Estimated Level of Effort" |
| 19 | Can the Government provide Average Handle Time for the call tiers and types? | Section L; 4. Estimated Level of Effort, RFP pg 127 | The majority of OUTBOUND calls go directly to voicemail or are not otherwise picked up. These would be less than 60 seconds each. When an outbound call is answered, and the person is available for the coaching intake, then the call might be 10 minutes. INBOUND calls are typically made with the express purpose of enrolling in coaching or seeking materials from the PHRC. These would likely be 5-10 minutes each, although there are significantly fewer inbound calls than outbound. | RFP Section L "Estimated Level of Effort" |
| 20 | Can the Government provide the approximate number of call center staff working the call center today? | PWS - (4) Estimated Level of Effort, RFP pg 127 | 1. The current contract operates on the same structure (i.e. a priced |
"calls per month" based on volume structure as per our RFP). As such;
2. Our RFP provides the estimated numbers (i.e. number of calls per month);
and
3. Contractors are to provide their approach (pricing - based on their design of staffing, etc.) to meet the PWS requirements, metrics, and estimated workload, as well as a "price per call" pricing as outlined in the RFP.
| RFP Section L "Estimated Level of Effort" | |||||
| 21 | Can the Government provide the average number of crisis calls requiring warm hand-off the call center receives each month? | PWS - (4) Estimated Level of Effort, RFP pg 127 | Crisis calls occur occasionally and the call center should then provide warm-handoff transfer to the appropriate crisis intervention line (e.g., 911, Veterans Crisis Line). | RFP Section L "Estimated Level of Effort" | |
| 22 | Can the Government provide the number of Service members currently enrolled in coaching in order to allow the Offeror to address active case transition in the incoming transition plan? | PWS - (4) Estimated Level of Effort, RFP pg 127 | There are between 450 and 1,500 service members receiving coaching in any given month. | RFP Section L "Estimated Level of Effort" | |
| 23 | Will the government provide protocols that specify when a warm hand-off is clinically indicated? | PWS , RFP pg 43 The Contractor shall provide “warm hand-offs” (person-to-person) for calls when clinically indicated. | "Such as when a caller is in crisis and emergency services are engaged" is added to RFP Section 2.2.2.1, Call Center Requirements #21. A warm handoff is indicated when the caller is determined to be in crisis and emergency services are engaged (e.g., 911 or the Veterans Crisis Line). | RFP Section 2.2.2.1, Call Center Requirements #21 | |
| 24 | Will the government provide training materials with which to train Call Center staff on psychological health and traumatic brain injury topics, or will the contractor develop the training on these topics? | PWS, RFP pg 44 The Contractor shall ensure that all Call Center staff receive monthly training on a broad spectrum of customer service, psychological health, and traumatic brain injury topics | The Government will NOT provide training materials with which to train contractor employees in regards to PWS Section 2.2.3.8. | PWS Section 2.2.3.8 | |
| 25 | Is that FAQ information accurate for purposes of this solicitation? | PWS, RFP pg 39 The inTransition Program website FAQ No. 12 had the following question and answer. (https://www.pdhealth.mil/resources/intransition/intransition-faq#12) "Does the coach provide telephonic therapy or other health care services? No. Our coaches are not intended to act as a substitute or replacement for mental health care, but they do facilitate access to and continued use of mental health services by service members/veterans." | Yes, the FAQ information on the inTransition Program website is accurate for purposes of this solicitation. | ||
| 26 | To promote fair competition and to limit any disruption as well as to ensure the quality of care to our service members and veterans, we respectfully request a 30 day transition-in period versus the 15 day transition period referenced in PWS Section 2.1.4. | The transition-in period shall remain 15 days. | PWS Section 2.1.4 | ||
| 27 | States: "In addition to providing outreach and promotion for inTransition...and relevant activities of the PHCoE Component Centers." | ||||
| Q: What are “other relevant PHCOE programs" and what are the "other PHCoE Component Centers?" | RFP Section C | ||||
| PWS Pg 26 | This is referring to other PHCoE initiatives such as the Real Warriors Campaign or Clinical Practice Guidelines as created by the PHCoE Clinical Care Team. These other PHCoE initiatives are at the request of the Government and in coordination with the contractor. | PWS Section 1.1 | |||
| 28 | States: “Task plus some ad hoc requirements is included in the evaluation metrics already identified as part of this contract expansion.” | ||||
| Q: Please describe how this contract has expanded, i.e., have additional tasks been added to the current contract? | RFP Section C | ||||
| PWS Pg 29 | PWS Section 2.1.1 is updated and now states, "All support furnished by Contractor for the inTransition/Outreach Call Center Program, Outreach Efforts under this Task is included in the evaluation metrics already identified as part of this contract." | PWS Section 2.1.1 | |||
| 29 | States: "The Government reserves the right to make a determination as to the extent of the information requested and the fee quote provided by the Contractor in response to the request for additional data. Additional data information requests will include: • Extracted Records...• Metrics reporting." | ||||
| Q: What is the “fee quote” referring to? Has this been exercised in the past? How often (once a month, once a quarter, etc.)? | RFP Section C | ||||
| PWS Pg 30 | PWS Section 2.1.1 is updated and now states, "The Government reserves the right to make a determination as to the extent of the information requested and if it wishes to act upon the fee quote provided by the Contractor in response to the request for additional data." The intention of this statement is that after the contractor has provided a fee quote for the Government's request for additional data collection and reports in support of program evaluation research, the Government would review and determine if they wish to exercise those funds for that purpose, or not. No historical information is available. | PWS Section 2.1.1 | |||
| 30 | States: "As part of this effort, the Contractor shall prepare and deliver a WBS Dictionary describing the efforts under this contract expansion". | ||||
| Q: Please describe how this contract has expanded. | RFP Section C | ||||
| PWS Pg 30 | Expansion is not applicable and has been removed from the following PWS Sections: 2.1, 2.1.1, 2.1.3, 3.0, 3.1, and 4.6 Deliverable 1. | PWS Section's 2.1, 2.1.1, 2.1.3, 3.0, 3.1, and 4.6 Deliverable 1 | |||
| 31 | States: "Regardless...Names on the list are contacted 3 times within 30 days of the Contractor’s receipt of the names so to confirm program enrollment, conduct the intake, and then schedule the first coaching session. The three calls are all made within a seven (7) day period." | ||||
| Q: Please confirm that names on the list must be contacted within a 30-day period after receipt of the lists. Once the first call is made, three calls are made within a 7-day period. For example, contractor receives list on Day One and assigns a bank of outbound calls to a pool of agents with start dates to begin their 7-day window to make three calls. Is that accurate and meet the intent of this requirement? | RFP Section C | ||||
| PWS Pg 33 | Yes, that interpretation is accurate and meets the intent of the requirement. | RFP Section C | |||
| 32 | States: "Task 3. Contractor will develop a sunset/transition out plan for inTransition, to include Call Center, Outreach efforts, and PHRC, within one year of award of contract. Review and recommendations shall be based on successful psychological health-related campaigns that were previously phased or transitioned out and must be approved by Government leadership and COR.” | ||||
| Q: What is the reference to the word, "sunset"? It appears as though this program may be subsumed by another program in the future. Would you please elaborate on or clarify what this means? | RFP Section C | ||||
| PWS Pg 37 | The "sunset/transition out plan" plan refers to the plan by which the contractor who is awarded THIS contract will hand over the contract to maintain continuity of support services to the next contractor if/when this contract is recompeted. | PWS Section 2.1.4 | |||
| 33 | States: "Ensure that coaching services are available to assist service members and veterans...both CONUS and OCONUS with transition related needs, Monday through Friday, unless otherwise mutually agreed upon with service member/veteran and call center personnel...". |
Pg 47: “The Contractor shall ensure the continuous service provision by live and trained personnel at the offsite Call Center to support both inTransition and the PHRC. Call Center services are available 24 hours per day, seven (7) days per week, with no disruption and support the reception of inbound calls, provision of outbound calls, intakes, coaching, and the PHRC so to meet the below requirements.”
Pg 48, Subpara (8): “Provide all Call Center services 24 hours per day, 7 days per week, and 365 days per year.”
Comment: The content on these pages seem to be in conflict.
| Q: Does the contractor have to provide coaching services Monday-Friday, or 24/7/365? | RFP Section C | |
| PWS Pg 42, Para 8 | The call center must provide call center services 24 hours per day, 7 days per week, and 365 days per year, to conduct intakes and or otherwise triage the caller to the PHRC. However, the coaching services will take place Monday-Friday, unless otherwise and mutually agreed upon by the service member/veteran and call center coach. PWS Section 2.2.2.1 is updated and now states, "all aspects of the inTransition Call Center will provide live, in-vivo, support 24 hours per day, seven days per week, 365 days per year, with coaching services available Monday through Friday unless otherwise mutually agreed upon by the service member/veteran and the call center coach;" and PWS Section 2.2.3.7 is also updated and now states, "provide live Call Center availability services 24 hours per day, 7 days per week, 365 days per year, with coaching services available Monday through Friday unless otherwise mutually agreed upon by the service member/veteran and the call center coach. | PWS Section's 2.2.2.1 and 2.2.3.7 |
| 34 | States: “Ensure that all coaches are licensed mental health professionals (i.e., social work, psychology, marriage and family therapy, behavioral health counseling). Call Center personnel may have lesser professional qualifications and are suitable to support the outbound calls to service members, conduct intakes, and support those who contact the PHRC. All Call Center personnel must have demonstrated clinical experience in triage, care management, motivational interviewing, and crisis counseling. All coaches should have at least three (3) years’ experience providing care in a health care setting.” | |
| Q: Request clarification. Para above goes from coach qualifications to other “Call Center personnel” and does not indicate what the “lesser professional qualifications” that are suitable... . Then within the same para it states that “All Call Center personnel must have...”clinical experience in triage, care management, motivational interviewing and crisis counseling...". These imprecise definitions may cause a wide range of what is acceptable for non-coaches. Request specific clarity in what is acceptable for the "all other Call Center Personnel" category? | RFP Section C | |
| PWS Pg 42, Subpara 10 | Coaches, the contractor employees who provide the coaching support services of inTransition, must be licensed mental health professionals with 3 years experience providing clinical care. Other call center staff, such as those who initially answer the phone and triage the caller to a coaching intake, should have experience as well, but to a lesser degree. For example, a nurse may have this experience, as well as someone who worked at a crisis call line. PWS Section 2.2.2.1 is updated to state, "10) Ensure that all coaches are licensed mental health professionals (i.e., social work, psychology, marriage and family therapy, behavioral health counseling). Other Call Center personnel may have lesser professional qualifications and are suitable to support the outbound calls to service members, conduct intakes, and support those who contact the PHRC. All Call Center personnel must have demonstrated experience in triage, care management, motivational interviewing, and crisis counseling; for example, a nurse may have this experience as well as a someone who has worked at a crisis call center or other mental health-related environment. All coaches should have at least three (3) years’ experience providing care in a health care setting." Additionally, PWS Section 2.2.3.7 is also updated to state, "Call Center triage support staff and those who support the PHRC should have healthcare experience (e.g., 1-2 years of experience with direct service delivery) and licensing credentials (e.g., RN) that are consistent with the outreach, patient education, and support missions of the inTransition program." | PWS Section's 2.2.2.1 and 2.2.3.7 |
| 35 | Pg 44: Discusses training, “Training. inTransition Call Center Training," followed by paragraphs on staffing. Then, Pg 48, Para 2.2.3.8 header “inTransition Call Center Program Training” is followed by training requirements of which some are identical to Pg 44 and some are different. | |
| Comment: Recommend consolidating these paragraphs for ease of evaluation. | RFP Section C | |
| PWS Pg 44, 48 | Training removed from PWS Section 2.2.2.1 and PWS Section 2.2.3.8 is updated. | RFP Section C |
PWS Pg 44, 48
| 36 | Q: Do any of the identified Key Personnel positions (page 132), or any other positions, have a confirmed associated sensitivity level, e.g., ADP/IT Level I, II, or III, and by extension a required background investigation? | RFP Section C | |
| PWS Sec 6.4, Pg 59 | No. | ||
| 37 | FAR clause 52.222-41, Service Contract Labor Standards, is marked as incorporated. | ||
| Q: Will the Government please provide the labor categories so offerors may price in compliance with SCLS? | RFP Section I Contract Clauses Pg 100 | Yes, see FAR Clause 52.222-42 added to the RFP | |
| 38 | States: 15 day transition. Seems unreasonable given the level of effort and staffing requirements. |
Q: Will the Government increase to “no more than 30 days”?
States: “Transition Out Period – Expiration of Any Option Period through thirty (30) days of performance."
| Comment/Q: If transition-in is 15 days and transition-out is 30 days, the Government will be paying for 15 days to the incumbent, while the new awardee assumes FOC on Day 16. Will the Government adjust the transition-in period of 15 days to 30 days to coincide with the outgoing transition period? | RFP Section L | ||
| ITO Pg 120 | The transition-in period shall remain 15 days. | PWS Section 2.1.4 | |
| 39 | States: "If a subcontracting relationship is proposed, the offeror shall submit the consent of its proposed principal subcontractor(s) to disclose their past performance information to the prime Contractor (offeror) along with the Offeror’s proposal submission. | ||
| Q. What is the Government’s definition of “principal subcontractor”? Per the paragraph above on Pg 124, offerors are required to submit references for each subcontractor regardless of whether it is a “principal”? | See revised RFP. Past Performance shall be provided for all proposed Subcontractors. | RFP | |
| 40 | Level of Effort Tables - The Level of Effort tables show estimated totals for each of the sub-tiers within each tier as one total. The totals are not represented based on which band those calls fall within. | ||
| Q: Based on the assumption that "per call" prices will be different based on the "band" the calls fall within each month, is it the Government's expectation that calls be billed at the corresponding rate for each band OR that all calls going back to Call #1 be billed at the "per call" rate for the band in which the Government finishes the month? Example, if the "per call" rate for 1-4,000 calls is $.50 and the "per call" rate for 4,001-10,000 calls is $.48, and the month ends with 10,500 calls, will the contractor invoice for 4,000 calls at $.50 per call and the remaining 6,500 calls at $.48 or will the Government expect that ALL 10,500 calls be billed at $.48 per call? | RFP Section L | ||
| ITO Pg 126 | For the purposes of this hypothetical question, the Government expects that the first 4,000 calls be billed at $.50 per call and the remaining 6,500 calls be billed at $.48 per call. | RFP Section L | |
| 41 | #2 PERIOD OF PERFORMANCE. "The estimated period of performance for this proposal is: Base Period – (Inclusive of 15-Day Transition-In Period) Ten months of performance. Option Period 1 – Expiration of Base Period through twelve (12) months of performance. Option Period 2 – Expiration of Option Period 1 through twelve (12) months of performance. Option Period 3 – Expiration of Option Period 2 through twelve (12) months of performance. Option Period 4 – Expiration of Option Period 3 through eleven (11) months. Transition Out Period – Expiration of Any Option Period through thirty (30) days of performance. Note: Anticipated award date is 16 July 2021". |
Section B of the original solicitation identifies CLINs 0001-0008 as "12 months". Page 81 of the original solicitation identifies CLINs 0001-0008 with a Period of Performance=14 July 2021-13 July 2022 (12 months). Attachment 3 updated with Amendment 0001 identifies the column header with Period of Performance as "base year 12 months."
| Q: Will the Government please clarify that the Base Period is equal to 12 months and not 10 months as noted in Amendment 0001, pg. 15? | RFP Amendment 0001 Section L | |||
| Pg 15 | The Base Period of Performance is 12 months in duration inclusive of 15 days transition-in. RFP "Additional Instructions to Offerors" Section 2 PERIOD OF PERFORMANCE is updated with "Base Period – (Inclusive of 15-Day Transition-In Period) Twelve (12) months of performance." | RFP Additional Instructions to Offerors, Section 2 PERIOD OF PERFORMANCE | ||
| 42 | #3 SUPPLEMENTAL PRICING WORKSHEETS. "Offeror’s are to complete the pricing in the Call Volume Pricing Matrix Sheet (Attachment 3) provided (which should coincide with the Call Volume Pricing in RFP Section B). Contractor shall apply proposed Call Volume pricing (i.e. offerors proposed “price per call”) by the anticipated level of effort (Estimated Monthly Call Volume in para (4) below), multiplied by the number of months in the CLIN (12 for base through OP3 and 11 for OP4) to provide a total CLIN Price (1 JOB) for each Call Center Support CLIN (0002,1002, 2002, 3002, 4002)." The estimated call volumes shown in para (4) Pgs 127-131 appear high, particularly when the Base Period, OYs 1-4, which are all 12 months, are compared to OY 5 which is only one month. | |||
| Q: Will the Government clarify if the estimated calls per tier reflected in Para (4) on Pgs 127-131 are MONTHLY (as noted in Section 3 instructions) or are those estimated call volumes ANNUAL? | RFP Amendment 0001 Section L | |||
| Pg 21 | These are monthly estimates at the highest end of anticipated volume. The estimated average number of outbound names to call per month is 6,300, although recent numbers have been around 5,500 per month. It is estimated that 5-10% of these will enroll in coaching. There are also an estimated average of 800 calls inbound to the program of which 80% actually enroll in coaching. | RFP Section L | ||
| 43 | Can the Government please specify what are all the GFE (Government Furnished Equipment) provided by the Government as specified in Attachment 7? | The anticipated GFE is laptops for on-site personnel (specifics will be provided post-award). | ||
| 44 | Can the Government please specify the list of material required for Bill of Material? | This will be provided if/when Contractor purchased/acquired GFE is required. | ||
| 45 | Can the Government please clarify “the Government is requesting preferred pricing and/or discounted pricing equivalent to offeror’s lowest GSA Schedule or other Government contract or other preferred rates” (Section C Page 125 of 141) whether the Government is requesting GSA schedule/pay rates or not? | No, the Government is requesting discounted pricing per the RFP which states "Additional Instructions to Offerors," Section (c)PRICE PROPOSAL CONTENT states, "As the Government intends to award without discussions (per FAR 52.212-1 (g), the Government is requesting preferred pricing and/or discounted pricing equivalent to offeror’s lowest GSA Schedule or other Government contract or other preferred rates." | RFP Additional Instructions to Offerors, Section (c)PRICE PROPOSAL CONTENT | |
| 46 | Can the Government please provide the level of clearance for the Key Personnel? | The level of clearance for key personnel is Public Trust. No Secret or TS clearance is required. No DD254 is required for this contract. | ||
| 47 | Can the Government please clarify the number of months for base period as in the period of performance from page 120 of 141 and in Call Volume Spreadsheet has given 10 months whereas in the Pricing Sheet Labor has given 12 months? | The Base Period of Performance is 12 months in duration inclusive of 15 days transition-in. RFP "Additional Instructions to Offerors" Section 2 PERIOD OF PERFORMANCE is updated with "Base Period – (Inclusive of 15-Day Transition-In Period) Twelve (12) months of performance." The Base Period of Performance in Attachment 3 Call Volume Spreadsheet was updated via RFP Amendment 1. | RFP Additional Instructions to Offerors, Section 2 PERIOD OF PERFORMANCE | |
| 48 | Can the Government please provide “SMALL BUSINESS SUBCONTRACTING PLAN (SBSP)” document as we are unable to download the document from the provided link? | The provided link is updated to https://www.acquisition.gov in RFP "Additional Instructions to Offerors," Section (d)6 SMALL BUSINESS SUBCONTRACTING PLAN (SBSP). | RFP Additional Instructions to Offerors, Section (d)6 SMALL BUSINESS SUBCONTRACTING PLAN (SBSP) | |
| 49 | Can the Government please specify the number of minutes for “per call”? | It depends. The majority of OUTBOUND calls go directly to voicemail or are not otherwise picked up. These would be less than 60 seconds each. When an outbound call is answered, and the person is available for the coaching intake, then the call might be 10 minutes. INBOUND calls are typically made with the express purpose of enrolling in coaching or seeking materials from the PHRC. These would likely be 5-10 minutes each, although there are significantly fewer inbound calls than outbound. | ||
| 50 | Can the Government please provide information regarding staffing for the call center 24/7/365 FTE and PT staffing levels for the current project, Can the government please provide • Current Week-Day Staffing (FTE & PT) |
• Shift 1 (Mon – Fri, 12a to 8a) # FTEs per shift =?
• Shift 2 (Mon – Fri, 8a to 4p) # FTEs per shift =?
• Shift 3 (Mon – Fri, 4p to 12a) # FTEs per shift =?
• Weekend Staffing (FTE & PT)
• Shift 1 (Sat & Sun –12a to 8a) # FTEs per shift =?
• Shift 2 (Sat & Sun – 8a to 4p) # FTEs per shift =?
• Shift 3 (Sat & Sun – 4p to 12a) # FTEs per shift =?
1. The current contract operates on the same structure (i.e. a priced "calls per month" based on volume structure as per our RFP). As such;
2. Our RFP provides the estimated numbers (i.e. number of calls per month);
and
3. Contractors are to provide their approach (pricing - based on their design of staffing, etc.) to meet the PWS requirements, metrics, and estimated workload, as well as a "price per call" pricing as outlined in the RFP.
51 Can the Government please provide the average daily and per shift hourly call volume (covering 24/7)? 1. The current contract operates on the same structure (i.e. a priced "calls per month" based on volume structure as per our RFP). As such;
2. Our RFP provides the estimated numbers (i.e. number of calls per month);
and
3. Contractors are to provide their approach (pricing - based on their design of staffing, etc.) to meet the PWS requirements, metrics, and estimated workload, as well as a "price per call" pricing as outlined in the RFP.
| 52 | Can the Government please provide the historic call volume increase or decrease on weekends? | This information is not available. |
| 53 | Can the Government please provide any identifiable, event-related, or seasonal call volume spikes that occur at varying times throughout the year? | There does not tend to be event-related spikes of meaningful significance so to initiate a surge. However, very occasionally lists from DHA are delayed thereby causing a backlog of names. When this occurs, the KO and COR will work with the Contractor to plan a course of action to address the surge. |
| 54 | Can the Government please provide how many total FTE’s are currently on staff responding to call volume? | 1. The current contract operates on the same structure (i.e. a priced |
"calls per month" based on volume structure as per our RFP). As such;
2. Our RFP provides the estimated numbers (i.e. number of calls per month);
and
3. Contractors are to provide their approach (pricing - based on their design of staffing, etc.) to meet the PWS requirements, metrics, and estimated workload, as well as a "price per call" pricing as outlined in the RFP.
55 Can the Government please provide how many total PT employees are currently on staff 1. The current contract operates on the same structure (i.e. a priced "calls per month" based on volume structure as per our RFP). As such;
2. Our RFP provides the estimated numbers (i.e. number of calls per month);
and
3. Contractors are to provide their approach (pricing - based on their design of staffing, etc.) to meet the PWS requirements, metrics, and estimated workload, as well as a "price per call" pricing as outlined in the RFP.
| 56 | Can the Government please provide , what are the SLA’s requirements? | Yes, see FAR Clause 52.222-42 added to the RFP |
| 57 | Can the Government please provide the current hourly bill rate that the current vendor receives for each FTE’s providing call service support? | 1. The current contract operates on the same structure (i.e. a priced |
"calls per month" based on volume structure as per our RFP). As such;
2. Our RFP provides the estimated numbers (i.e. number of calls per month);
and
3. Contractors are to provide their approach (pricing - based on their design of staffing, etc.) to meet the PWS requirements, metrics, and estimated workload, as well as a "price per call" pricing as outlined in the RFP.
58 Can the Government please provide the management structure currently in place for the existing call center team? 1. The current contract operates on the same structure (i.e. a priced "calls per month" based on volume structure as per our RFP). As such;
2. Our RFP provides the estimated numbers (i.e. number of calls per month);
and
3. Contractors are to provide their approach (pricing - based on their design of staffing, etc.) to meet the PWS requirements, metrics, and estimated workload, as well as a "price per call" pricing as outlined in the RFP.
| 59 | Can the Government please provide the winning bidder be required have a tracking software? | It is expected that the contractor have the capacity to record all calls, collect metrics based on calls as required, and maintain meaningful notes to assist the coach in maintaining coaching continuity between calls. | |||
| 60 | Can the Government please provide the average quarterly attrition rate of FTEs hired to perform this work? | This information is not available. | |||
| 61 | Can the Government please provide information regarding Turnover, are there any key drivers in the system that would attribute to customer support team turnover? | This information is not available. | |||
| 62 | Can the Government please provide information regarding the outreach campaign to veterans worldwide, what measurable impact does the government believe this will have on call volume? | Current outreach is made at the VA-level as well as with other entities that support veterans. Veterans are eligible for this service so it is incumbent on the program to socialize it with them. | |||
| 63 | With CLINs X005 – X008 (Call Center Staff Meeting Support) that have been aligned to PWS 2.2.6, is it the government’s intent for the Contractor to provide travel accommodations for the Government DHA staff? | No. PWS Section 2.2.6 states that "the contractor shall allow for quarterly staff meetings where the Government DHA staff travel TDY to the Call Center location or meet with call center staff via voice/video conference." RFP "Additional Instructions to Offerors," Section (c)PRICE PROPOSAL CONTENT/(2) PRICING SHEET is updated with further details. | RFP Additional Instructions to Offerors, Section (c)PRICE PROPOSAL CONTENT/(2) PRICING SHEET | ||
| 64 | PWS 3.2 states the Contractor is required to provide direct labor information to include the person’s name, job title, and quantity of hours worked for each pay period at a minimum. Since all labor is FFP, can the government confirm the successful offeror is not required to provide this information? | PWS Section 3.2 is updated. The following sentence is removed, "Direct labor backup information shall reflect the person’s name, job title, and quantity of hours worked for each pay period at a minimum." | PWS Section 3.2 | ||
| 65 | PWS 4.2 states that all deliverables shall be submitted using Microsoft Office suite of tools (e.g., Word, Excel, and PowerPoint). Would the Government also consider allowing the Contractor to submit deliverables in PDF? | Yes, PDF would be allowable pending COR approval. However, many deliverables, such as metrics, are repurposed by the Government for additional dissemination, and the ability to easily cut/paste information is critical. | PWS Section 4.2 | ||
| 66 | The titles for the tier structure described in PWS 2.2.2.1, Section B, and the workload tables beginning on PWS page 127 do not align for any of the tiers. For example, Tier V is referred to as “Tier V – Inbound - Non-coaching” in PWS 2.2.2.1, “Tier V – In-Transition Outbound Models Initial Voicemails” in Section B (Amendment 1), and “TIER V inTransition No Contact Calls” in the workload tables. The misalignment is unclear, especially in the case of Tier V since it covers “Inbound” or “Outbound” depending what part of the solicitation is referred to. This misalignment also impacts attachments 3 and 12. Could the government please align the titles throughout the solicitation? | This information was updated via RFP Amendment 1. | RFP Amendment 1 | ||
| 67 | Reference Additional Information to Offerors, Section 4. a (1) “The Proposal content shall be no smaller than Times New Roman font 12 pitch. Exhibits, graphics, charts, captions, etc., shall be no smaller than 10 pitch.” Pitch measures the number of characters and spaces in one horizontal inch. Modern word processing systems are not capable of measuring pitch and instead measure point, which is the height of a character. Can the government please change “pitch” to “point” in the instructions? | "12 pitch" is changed to "12 point" and "10 pitch is changed to 10 point" in RFP "Additional Instructions to Offerors" Section 4.a.(1) PAGE LIMITS. | RFP Additional Instructions to Offerors, Section 4.a.(1) PAGE LIMITS | ||
| 68 | Reference Section C. PWS 2.1.4 “Draft Incoming Transition Plan”. Will the successful offeror be provided a list of incumbent contractor personnel? | No | |||
| 69 | Reference Section C. PWS 5.1 Place of Performance “All Call Center activities shall be performed at the contractor’s site.” Are there any restrictions or requirements for the location of the call center? | The Call Center must be CONUS per DoD requirements. Call center may be virtual. | |||
| 70 | Reference 2016 Solicitation number W81XWH16R0002, CLIN 5001 Transition Out. It appears the transition out period for the current contract is 30 days. Would the government please consider allowing the incoming contractor a 30-day transition in period for this contract. | The transition-in period shall remain 15 days. | |||
| 71 | The transition period was shortened from 30 days (Presolicitation) to 15 days (Final RFP). What factors and/or conditions did the Government consider to allow for the reduced timeline and ensure timely and successful go-live (full performance) on Day 16? | 2.1.4 Transition-In Plan pg 31 | Fifteen days Transition was determined to be sufficient for this requirement. | ||
| 72 | Will the government issue to the successful offeror a copy of the incumbents transition out plan for necessary coordination? | Following award, the incumbent's transition-out plan will be shared with the awardee. | |||
| 73 | Will the government update the solicitation to reflect the date of award. Ref Pg 81 - CLIN start date 14-JUL-2021 | ||||
| Ref Pg 121 - Anticipated award date is 16 July 2021. | Multiple Date of Award pg 81, 121 | Per revised RFP, anticiapted award date is 14 Jul 21. | |||
| 74 | Invoicing and Receiving Report Instructions is based on a Cost Plus Fixed Fee contract type. The anticipated award for labor CLINs is FFP. Will the government update instructions to reflect FFP. | 3.3 Invoicing and Receiving Report Instructions – Cost Plus Fixed Fee pg 52 | This is a Firm Fixed Price Contract. PWS Section 3.3 is updated. | PWS Section 3.3 | |
| 75 | Can the government clarify that the timeline for the kick-off meeting is inclusive of the 15-day transition period. | Task 3; Kick-off Deliverable 5.a pg 38, 54 | The Contractor shall convene a kick off meeting within ten (10) business days after contract award. | PWS Section's 2.2.1 and 4.6 Deliverable 5.a. | |
| 76 | Does the government plan to provide appropriate clearances to outreach personnel to allow for access to on installation MTFs and events? | 2.2.1 Task 1: Outreach pg 35 | All onsite contractor employees who are "key personnel" will receive a Common Access Card (CAC), as a CAC is needed to access Government buildings. | ||
| 77 | Can the government provide data or metrics on how often a surge plan has been activated in the last 3 years? | 2.1.7 inTransition Call Center Call Surge Plan pg 33 | The surge plan was activated once in the last 3 years. | PWS Section 2.1.7 | |
| 78 | CLINs 1001/2001/3001/4001 all reference (Includes 30 Day Transition-In Period IAW PWS Section 2.1.4 (a), won't this only occur in CLIN 0001? | Section B Supplies or Services and Prices pg 7, 11, 15, 19 | "(Includes 30 Day Transition-In Period IAW PWS Section 2.1.4 (a))" is removed from CLIN's 1001, 2001, 3001, and 4001. | RFP Section B | |
| 79 | Call Center triage support staff and those who support the PHRC should have at least 2 years of triage experience. What are the specific credentialing requirements for these personnel, other than or in addition to the suggested RN? | Section C ¶2.2.3.7 inTransition Call Center Suggested Staffing and Requirements pg 49 | PWS Section 2.2.3.7 states, "Call Center triage support staff and those who support the PHRC should have healthcare experience (e.g., 1-2 years of experience with direct service delivery) and licensing credentials (e.g., RN) that are consistent with the outreach, patient education, and support missions of the inTransition program." Additionally, PWS Section 2.2.2.1 states, "Other Call Center personnel may have lesser professional qualifications and are suitable to support the outbound calls to service members, conduct intakes, and support those who contact the PHRC. All Call Center personnel must have demonstrated experience in triage, care management, motivational interviewing, and crisis counseling; for example, a nurse may have this experience as well as a someone who has worked at a crisis call center or other mental health-related environment." | PWS Section 2.2.3.7 and 2.2.2.1 | |
| 80 | ¶2.2.3.10 says "...contractor personnel must submit necessary information to be issued a clearance prior to reporting for performance." and ¶6.4 says "...guidelines for submittal of Automated Data Processor/Information Technology (ADP/IT) security clearances"... while ¶6.9.1 says "The Contractor will NOT require access to classified data to perform this task." and ¶8.6.2 Contractor access to classified information - "Not applicable to this contract." Are clearances required or are they not? | Section C ¶2.2.3.10, ¶6.4, ¶6.9.1, ¶8.6.2 Key Personnel Performance/Replacement. Personnel Security. | |||
| Contractor access to classified information. Pg 49, 59, 65, 72 | The level of clearance for key personnel is Public Trust. No Secret or TS clearance is required. No DD254 is required for this contract. | ||||
| 81 | For clarification, can the government confirm if Section 508 applies. | Section C ¶8.10 Section 508 Requirement pg 73 | Yes, Section 508 applies, and "not applicable for this requirement" is removed from PWS Section 8.10. | PWS Section 8.10 | |
| 82 | Solicitation Section F shows Base POP of 12 months begins 14-Jul-2021; however, Amendment 1 on page 15 states Anticipated award date is 16 July 2021 and Base Period (inclusive of 15-day transition-in period) is ten months of performance and on page 21 states Base Period is Date of Award through 12 months. Should bidders price a 10- or 12-month Base Period, and what date should be used as a start date for pricing purposes? | Section F, Deliveries or Performance, page 81 RFP. Amendment 1, Section 2. Period of Performance, page 15. Amendment 1, Section 4 Level of Effort, page 21 | Per revised RFP, anticipated start date is 14 Jul 21. The Base Period of Performance is 12 months in duration inclusive of 15 days transition-in. RFP "Additional Instructions to Offerors" Section 2 PERIOD OF PERFORMANCE is updated with "Base Period – (Inclusive of 15-Day Transition-In Period) Twelve (12) months of performance." | RFP Additional Instructions to Offerors, Section 2 PERIOD OF PERFORMANCE | |
| 83 | FAR 52.222-41(f) Successor Contracts mandates the wages and fringe benefits provided in any collective bargaining agreement would be the minimum; does the incumbent on this contract have a collective bargaining agreement with its employees? If yes, please provide the number of employees, wages, years of service, and fringe benefits package descriptions so that offerors may comply with this requirement. | Section I pg 100 | Yes, see FAR Clause 52.222-42 added to the RFP | ||
| 84 | Section I calls out FAR 52.222-41 Service Contract Labor Standards and FAR 52.222-44, yet there is no Wage Determination among the attachments. Will the customer provide the relevant Wage Determination(s) or should offerors provide their own? | Section I pg 100-101 | Yes, see FAR Clause 52.222-42 added to the RFP | ||
| 85 | Would the government consider expanding the page count from 5 to 10 pages for the Transition-In plan? | Section L / (1) Technical Approach / 2.1.4 Transition-In Plan Instructions, Conditions and Notices to Bidders pg 122 | Yes. RFP "Additional Instructions to Offerors, Section's 4.a.(1) and 4.b.(1) are updated accordingly. | RFP Additional Instructions to Offerors, Section's 4.a.(1) and 4.b.(1) | |
| 86 | Can the government confirm the validity period. Ref 52.212-1 (c) Period for acceptance of offers. The offeror agrees to hold the prices in its offer firm for 30 calendar days from the date specified for receipt of offers. Ref Pricing Spreadsheet (b) Offerors’ proposals shall remain valid for a minimum of 120 days from the date of submission. | Section L 52.212-1 INSTRUCTIONS TO OFFERORS--COMMERCIAL ITEMS (JUN 2020) |
(2) PRICING SHEET: pg 117, 126
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