DU100R-17-R-0001__SFIOD_Q_&As.docx

Solicitation No.: DU100R-17-R-0001

Questions and Answers

1. Is there an incumbent, if so can you provide the name, contract number and eligibility to bid on the new contract?

Answer: The incumbent is Nolan Group LLC, Contract Number DU100R-14-C-06.

2. The solicitation refers to a state-wide Service Center, but is not specific, should this be Nationwide?

Answer: There are no boundaries for incoming calls. The contractor is required to provide, operate and maintain call center support services for all incoming calls.

3. What is the current monthly average transaction and call volume?

Answer: An approximate monthly average of 10,000 calls are received.

4. How many FTE's are currently required to support the work?

Answer: There is not a required number of FTE’s, this number will vary based on each company’s individual approach. The offeror needs to ensure that the total number of FTE’s are required to support this requirement per the solicitation documents, including the PWS.

5. Is there a need for any contractor software or is everything government furnished?

Answer: The contractor will be required to use HUD’s system SFISnet, as indicated in Section 1.2 of the PWS.

6. Will the government please confirm that CPARS can be used in lieu of Past Performance Questionnaire (PPQs)?

Answer: Yes. A CPARS Report can be submitted by the offeror in lieu of PPQ.

7. Will the Government provide a full list of technologies currently used?

Answer: No. Refer to Q.5.

8. Will the Government confirm that there are two key personnel – a contract/project manager and alternate?

Answer: Refer to Section 4.5. The Contractor must provide a Contract/Project Manager and an alternate. These are baseline (minimum) key personnel requirements of the government.

9. Are there SLA’s in place? And if so, can the Government provide details?

Answer: There are no SLA’s in place. All SLA license are the responsibility of the Contractor.

10. Are the positons SCA?

Answer: Yes.

11. Should DOL wage determination rates be used?

Answer: Yes. The applicable wage determination rates should be used. The final wage rates will be part of the contract award.

12. Is there an incumbent contractor and will that contractor be allowed to bid as a prime contractor and who is the incumbent?

Answer: The Nolan Group. The prime is not eligible to participate on this re-compete.

13. What is the total value/price of the current contract and periods covered?

Answer: $4 Million Dollars.

14. Does HUD require contractor to retain phone numbers and services being used by incumbent or provide new phone numbers and services?

Answer: No. HUD owns all 1-800 numbers and the contractor will be using these numbers. Any other numbers will require authorization of the GTR.

15. The PWS, Section 4.4 mentions records, reports and data. Are these documents to be provided to HUD in electronic or paper format, and at what frequency?

Answer: The weekly status reports deliverables are required to be submitted weekly, see Section 6.0 of the PWS. The government representatives will provide more guidance at a later date. Also see Section 5.2.

16. HUD’s PWS Section 4.6 Identification of Contractor Employees, states that “All Contractor/subcontractor personnel shall wear company picture identification badges as to distinguish themselves from Government employees.” Is this really required since services will be performed at Contractor’s facility?

Answer: Yes.

17. In PART VI – Evaluation of the Offer – Past Performance, it is stated that “All references will be first assessed for recency and HUD will consider only references performed within the three years immediately prior to submission of the proposal”. If a substituted Key Personnel has past performance that is older than 3 years, should the past performance be listed and the reference omitted? Or would it be considered that the Offerer has no relevant past performance?

Answer: Refer to Attachment 1 - Instructions To Offerors, Past Performance Section.

18. Training is the only item listed under Government Furnished property.

Does this mean that contractor will furnish a tool free telephone number and all supporting telecommunications equipment and access, to include carrier charges?

Answer: The government will also provide toll-free numbers. See Answer to Q.15.

19. Does the SFIOD SSC also provide Tier 1 support such as password reset, system access issues or Tier 2 support for the systems (SFISnet and FHA Connection) or does the SFIOD SSC only handle inquiries for issues with refund requests?

Answer: It is the decision of the Contractor to decide the IVR and ACD resources.

20. What ACD tool is currently used by the incumbent? Does it include IVR capabilities?

Answer: The IVR and ACD are required to be compatible for synchronization purposes. It is the decision of the company to select their own ACD.

21. When do you plan on awarding the contract?

Answer: It is anticipated that contact award will occur by August, 2017.

22. Where is the current operation being performed?

Answer: At the contractor’s facility.

23. Per the Performance Work Statement (PWS) Section 1.2 – IS the contractor responsible for mailing the HUD Form 27050-B and if so, approximately how many are mailed per month?

Answer: No.

24. Is there a need for foreign language translation other than Spanish?

25. Will the documents for review be in electronic format, or will they be sent to the contactor’s agency?

Answer: Electronic format.

26. If we are unable to submit the RFP electronically, are we allowed to hand deliver the RFP and if the answer is yes, please provide the appropriate address for hand delivery.

Answer: Only electronic submissions will be accepted.

27. Answering Incoming Calls and Faxes

Respond to all telephonic and written inquiries within 24 hours from homeowners, lenders, other offices in HUD, Home Ownership Centers (HOC), other government organizations, and the general public. Is there a requirement to support inquiries from Social Media sources?

Answer: No.

28. Will the contractor be required to use the existing software/call management system?

29. Special Qualifications mentions two employees that are bilingual in English and Spanish. Are there any other technical qualifications required for the key personnel and/or systems?

30. Is Personal Identity Verification (PIV) necessary for the contractor to have employees go through?

Answer: Yes.