SFIODQ&Amendment3.docx

DU100R-17-R-0001 – Q&A’s Continued Amendment 3

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

Answer: The total/value price of the current contract is $4 Million Dollars for a 5 year period.

32. Would the government please provide the average duration of each inbound call received?

Answer: Based on the nature of the a given callers telephonic inquiry, the duration of inbound calls varies significantly from caller to caller, inquiry to inquiry, day to day, and from month to month. Some callers need not interact with an agent because they can utilize the system and various forms of identification, like social security number or FHA loan number, to obtain the information they desire. Others may require the assistance of a Spanish-speaking person to assist them with their inquiry. An average duration of inbound calls received is not tracked.

33. Please furnish average call volumes for day/week/month, peak times and volumes, average length of call, total handle time (is there post call work after the caller hangs up) etc.

Answer: The average monthly call volume is approximately 16,000 calls. This average is comprised of inbound calls processed (all calls that connect to the IVR), outbound calls processed (calls returned from voicemails left, callbacks left, and customer follow ups), calls processed by agents, and calls received from the afterhours voicemail.

As captured in Section 1.2 of the PWS, this contract will require “post call work.” As the background of the acquisition states, “SFIOD is responsible for providing telephone assistance and information services via an SFIOD system to homeowners, lenders, the general public, HOC’s and other government organizations… to pay homeowners any monies due for unearned mortgage insurance premiums or distributive share payments for FHA and Mutual Mortgage Insurance (MMI) Fund mortgages upon termination of the mortgage insurance contract.”

34. Please specify any performance requirements or service levels the government expects, such as average speed of answer, percent of first call resolution, all trunks busy, etc.

Answer: Market research indicates that the average speed of answer for call centers varies between 30-90 seconds. The call center supports inquiries based on the information provided by the callers, the percent of first call resolution is not tracked. Trunk availability is based on anticipated/planned volume that will be determined by the awardee.

35. Will the Government furnish traditional classroom training or a manual, necessary for the staff performing the work for the life of the contract, as new staff come on board?

Answer: Yes. See, PWS Section 1.2 states, “training will be provided by HUD to the awardee that details standard inquiries, questions, general feedback and responses.” Section 3.1 states that “the Government will provide guidance and training when necessary to personnel, as well as, assist with some portion of services or other contractor support. Also, Section 3.4 states that “the government will provide sample documents including the Desk Guide/Operating Manual.”

36. Is the Contractor responsible for paying for any of the training required?

Answer: No. Section 3.1 of the PWS states that “the Government will provide guidance and training when necessary to personnel, as well as, assist with some portion of services or other contractor support.”

37. Provide the number of faxes received.

Answer: Approximately 2,500 faxes have been received monthly.

38. What is the average length of talk time per call?

Answer: See response provided for Question #2.