12-8_REAC_TAC_all_questions.docx

1. Is this a new contract, a follow on, or a turnover. If a turnover, who is the incumbent and what is the old contract number and amount? Is the incumbent eligible to bid?

Answer: It is a new contract and the incumbent is eligible to respond.

2. Is there a current vendor managing this program? If so, can you please provide some more specific details about how things are going with the current vendor?

Answer: HUD is managing the program and current vendor supports the resources contract and it is going well.

3. Is the current vendor or incumbent willing to help us in transitioning services as to minimally impact your operations?

Answer: A short transition period (30 days) maybe possible if there is adequate time in transitioning service from old to new

4. Can you please provide historic service level, call volume, ticket request, etc information for the following agents and the number of agents that are currently staffed per level?

a. Tier 0

b. Tier 1

c. Tier 2

d. Tier 3 Answer: Historic service levels were given as an attachment 5 in the solicitation which includes data from previous years for the call volume and expected call volume is mentioned in the performance work statement. The exact staffed per level is a decision that must be made by each contractor based on their technical approach and historical call volume in different business areas.

5. The RFP states that call volume and the need for TAC services are to rise. How do we respond to being able to meet SLA’s without knowing exactly what is to happen? Do we have the opportunity to provide information on costs for additional agents, should call volume/service request levels increase above a certain number?

Answer: PWS. 1.1 The REAC TAC is a multi-channel contact center, currently fielding approximately 150,000 mission-critical Service Requests annually from a broad range of internal and external HUD customers, split roughly evenly between Office of Housing and Office of Public & Indian Housing program business partners.

Service Request volume, expected to nearly double to 275,000 annually. Expected drivers in the increase in volume to be, assuming contact center activities (PIH Information Resource Center & Multi-family End Users Support System), increases in REAC-supported programs (physical inspections) and Disaster Relief Support among others Attachment 5 provides a view of the actual call data from previous years.

6. Will the government allow a smaller point type font in tables and graphics? We recommend a 9 point type font be allowed.

Answer: Tables are exempt from font size restrictions but are counted against the page limitation for the section they are submitted under.

7. Will the government exempt this schedule from the 6 page limitation?

Answer: The schedule is counted against the page limitation.

8. Currently the HUD PIH-Information Resource Center (PIH-IRC) provides answers to “general HUD program status … questions” related to PIH’s rental assistance program from the same sources listed in paragraph 1.3.2 of the RFP. Paragraph 1.3.2 also mentions a “single point of contact” for the services and sources listed. Does this mean the PIH-IRC services will be incorporated into the REAC-TAC?

Answer: As far as 1.3.2 states: “PWS 1.3.2 Provide a single point of contact for Departmental Customer group Business Partners and Program Participants by answering general HUD program status and technical questions from all sources, including but not limited to property owners and managers, property inspectors, HUD Field Office and other HUD staff, housing authorities, management agents, residents, sponsors, other HUD and government officials and the general public.” This means for current REAC business areas. Other call center programs within HUD may fall under the TAC in the future but there are currently no specific plans to transfer programs.

9. What labor categories should be used for the Customer Service Representative positions?

Answer: This is a performance based contract. The government cannot dictate how a contractor is to staff beyond the key personnel.

10. Per RFP 1.1 – Current service volume is 150,000 annually. It is projected that this volume will increase to 275,000 annually. Over what time frame is the projected to occur?

Answer: This volume may increase in two or three parts, first early 2015 then a possible steady increase over the next 1-2 years after that.

11. 2. How long is the transition period with the current contractor?

Answer: As per PWS we have transition-out should be executed in last 30 calendar days prior to the Contract’s expiration based on GTR and GTM request.

12. 3. What is the Government’s level of effort for this project? Section C3.1.1 indicates up to 42 personnel.

Answer: Performance wok statement talks about the key personnel’s requirement, how many seats and capacity government can provide onsite. Since it is a performance based contract and it depends on contractor capability and technical approach to complete all the Tasks listed.

13. 4. How many staff are required for the mail room?

Answer: One staff person required in the mail room as a minimum.

14. 5. What is the daily, weekly, monthly volume for the mail room?

Answer: About 15,000 to 20,000 per annum.

15. 6. On page 4 of the RFP’s Instructions, it instructs the Offeror to bid “Fully Burdened Hourly Rates”, However Attachment 2 suggests the presentation to include both direct and indirect rates for its staff and subcontractors costs. Does HUD want the “Fully Burdened Hourly Rates” used exclusively in Attachment 2, without the direct & indirect presentation? Resulting in the “x Rate/Hour” to be the “x Fully Burdened Hourly Rate” in Attachment 2.

Answer: Please provide the response in the both the formats, as listed one in PWS and two as per the attachment 2. Yes, “x Rate/Hour” to be the “x Fully Burdened Hourly Rate” in Attachment 2.

16. C.1.1 9 What is the methodology currently in use for calculating customer satisfaction?

Answer: Currently methodology for the customer satisfaction has two ways: 1. Email notification from the current Inquiry system and 2. Email blast based on the customer contact email distribution.

17. C.1.4.3 13 Can HUD provide the types and volume of outbound calls, mail campaigns, faxes, e-mail, in-person and other interactions not handled by phone?

Answer: All the types mentioned in the question itself and volume is: The REAC TAC is a multi-channel contact center, currently fielding approximately 150,000 mission-critical Service Requests annually from a broad range of internal and external HUD customers, split roughly evenly between Office of Housing and Office of Public & Indian Housing program business partners.

Service Request volume, expected to nearly double to 275,000 annually. Expected drivers in the increase in volume to be, assuming contact center activities (PIH Information Resource Center & Multi-family End Users Support System), increases in REAC-supported programs (physical inspections) and Disaster Relief Support among others Attachment 5 provides a view of the actual call data from previous years.

18. C.1.4.5 14 Can HUD provide a list and detailed information on any current initiatives underway or planned to help HUD to become a learning organization?

Answer: HUD to become a learning organization, we have initiatives planned to adopted new inquiry system. HUD goals to achieve call services for new technologies.

19. C.1.4.11; C.1.4.12 14 Are there existing training courses and materials that will be transitioned, or will they be created from scratch and subsequently updated? If so, can HUD provide examples or a list of those training courses?

Answer: Yes, there are existing materials and they will be transitioned for all the business areas still in the REAC business area. Training is given on an as needed basis if any sub-system is having a major change, but not on regular basis.

20. C.1.4.8 14 What is the scope and magnatude of the existing KnowledgeBase content and FAQs to be transitioned?

Answer: KnowledgeBase and FAQs are about 1200 items and expected to grow as new inquiries are submitted that have not been addressed before.

21. C.1.4.8 14 Are the CSRs currently using scripting to respond to service requests or just the KnowledgeBase and FAQs?

Answer: KnowledgeBase and FAQs

22. C.3.1 30 The RFP provides that 42 seats will be provided at the DC call center. Are those seats available exclusively for 42 CSRs? Alternatively, is the expectation that those 42 seat are for CSRs and additional program personnel (Program Manager, Deputy Program Manager, Training Manager etc.)?

Answer: 42 seats are for every one included on the contract and temporarily we have two office spaces for Program Manager and Deputy Program Manager but the number of individuals proposed is based on the contractor’s technical approach.

23. C.3.3 31 Will the non-CSR team members use Government Furnished Equipment or contractor furnished equipment to perform their daily functions?

Answer: Entire contract team, who are full time contractor employees will use government furnished equipment.

24. C.3.3.2 31 We assume that the offeror will be required to implement the SRMA solution as part of its approach and further assume that the SRMA system will selected and purchased by HUD before award. Is this a correct assumption?

Answer: HUD is currently planning on purchasing a new system at some point in the future; there is not currently a time line for it. This contract has nothing to do with the purchase of a new SRMA solution, resources and technology are two parallel efforts, the TAC will be using the existing system as is until a new system is purchased.

25. C.6.10 35 What is the transition period? On page 35 of the RFP, The government states that the contractor shall provide, 90 days after the post award meeting, a detail transition plan to the GTR. It also states that the final 30 days of the contract regardless of each contract period end will be a transition period. Can HUD please clarify the exact length of the transition period?

Answer: As per PWS we have transition-out should be executed in last 30 calendar days prior to the Contract’s expiration based on GTR and GTM request.

26. C.7.2.21 43 Are there any special timeliness metrics or components expected for Special Handling Service Request resolution?

Answer: TAC performance process SOP is in place which explains the service request initiation to closure for the resolution.

27. C.7.2.19 44 We assume there is no requirement to produce training or KnowledgeBase materials in any other language than English. Is this correct? Will self-service options need to be in any other languages?

Answer: Only English is required.

28. C.7.2.20 44 How is timeliness measured for referrals to the contact center? Is it when the customer makes initial contact or when HUD REAC TAC receives/acknowledges referral?

Answer: Initial contact or/and receives/acknowledge is done on the first call contact basis, email notification is sent immediately after entering the ticket into the system.

29. C.7.2.23 45 Is the requirement to provide an investigative report on every compliment or complaint or, rather, by statistically significant feedback trends? Does this apply to all channels?

Answer: We take compliments and complaints seriously so it is on every investigative report

30. C.7.4 48 Is there an existing taxonomy of problem codes for KnowledgeBase entries or will this need to be established?

Answer: Currently we don’t have problem codes as such; we store the knowledgebase items based on the business area category and sequentially generated Item code.

31. C.7.4 49 Is it expected that the back-up to the KnowledgeBase be accessible by CSRs or simply a secure archive system?

Answer: Yes currently backups and archive procedures are in place.

32. C.7.4.1 49 We assume the develop, maintain, and deploy TAC KnowledgeBase means that we’re responsible for updating and maintaining content within the system, rather than the actual deployment of the system. Is this a correct assumtion?

Answer: Yes responsible for updating and maintaining within the system.

Answer: KnowledgeBase entries are updated as needed bases based on the new requirements or new releases or it can also come from escalated tickets. Microstrategy is already used within the Department now there is not requirement to purchase, Department already have license and used for reporting supposes with in the REAC office.

Answer: HUD/REAC performs 3 or 4 release per year and for every release we have 1 or 2 weeks of UAT test cycle, so it depends if the application changes are major or minor are and how much CSRs will be involved in UAT process (could be few days or couple of weeks)

35. C.11 89 The RFP provides that failure to meet established performance standards will result financial disincentives. Can HUD expand on its explanation of the financial disincentives?

Answer: Page 90 has a performance requirement summary chart for disincentives.

36. C.11 90 Call Abandonment Rate – will technical issues with Avaya be factored into the calculation of the contractor's call abandonment rate?

Answer: No as long as the call Abandonment is tracked a ticket is submitted for the technical issue and communicated with the GTR, GTM and CO or CS.

37. 52.222-42 99 Do the labor rates for the four employee classes given include fringe benefts?

Answer: yes

38. Instructions, Conditions, and Notices to Bidders 140 The solicitation stipulates that the offeror is to submit a Proposal Matrix. Is that Proposal Matrix excluded from the Technical Approach page limitation of 6 pages?

Answer: No the matrix and table of contents or index does not go against the page limitation. However, any appendixes or charts do count against the limitation and the government will only evalutate the information up to the page limit this disregard all additional information.

39. Instructions, Conditions, and Notices to Bidders, A-1 - Proposal Matrix 140 Should the Proposal Matrix be placed in the beginning or the end of the proposal?

Answer: The proposal matrix should be at the beginning.

40. Instructions, Conditions, and Notices to Bidders 141 The solicitation requires the offeror to provide (as part of the Management Plan) the “labor mix and level of effort” for the contract? Can the Department provide additional clarity on the format you desire for the presentation of this information? Additionally, is it the intent of the Department for this information to be presented in this volume versus Volume II (Business Volume)?

Answer: The labor mix contanined in the management plan is a general description of the labor catigories that will be used to meet you individual technical approach. The business response provides the cost breakdown of that effort.

41. Instructions, Conditions, and Notices to Bidders, A-4 - Past Performance 141 In the second bullet, where it states that if the offeror is proposing to subcontract, the offeror shall submit a separate chart and narrative described for the past performance above, for the proposed subcontractors. Can you clarify? Should a separate Att 3 and a narrative be submitted for the prime contractor and subcontractor or should a separate subcontracting plan be submitted?

Answer: Each should have a past performance chart submitted but a separate management plan is not required for the prime and the subcontractor. The managmemetn plan should cover both the prime and subcontractor’s work.

42. Instructions, Conditions, and Notices to Bidders 142 The subcontract between the prime contractor and the subcontractor must be included in the propsal submission. Are we correct in assuming that the sub-contract is part of the Price/Business Volume?

Answer: Yes.

Answer: Cover Page and Table of Contents are excluded from the 6 page limit.

44. Instructions, Conditions, and Notices to Bidders 143 We assume that the narratives for the past performance (1 page limit per past performance) are not included in the total page count for Volume I – is that correct?

Answer: That is correct they are not counted in the total page limitation because not all offerors will provide the same number of past performance information (depending on subcontracting or experience).

45. Instructions, Conditions, and Notices to Bidders 143 The Department has developed a detailed list of requirements (starting on page 16 of the solicitation and ending on page 90). However, the Department is providing only 16 pages for the Technical Proposal (6 for the Technical Approach and 10 for the Management Approach). We request that the Department increase the page count to 25 pages for the full Technical Proposal – 15 pages for the Technical Approach and 10 pages for the Management Approach. Alternatively, if the Department intends to keep the total page count to 16 pages, would be acceptable if we used some of the page count intended for the Management Section in the Technical Approach section?

Answer: Based on the information necessary we feel the page limitation is adequate to provide the basic information needed to evaluate responses and make an award decision.

Answer: We cannot release the incumbent’s name but yes they are eligible to submit an offer.

47. Attachment 2 and 151 Contract Pricing Proposal Format and Price Attachment 2 states, “Offerors shall provide the breakdown of its price by task . . . for the base period for all services required by the PWS.” Please advise if a breakdown of price by task is also required for the option years and the 6-month extension for the Option to Extend Services clause at FAR 52-217-8.

Answer: Yes all years must have proposed pricing contained in the description and specification section of the solicitation. The breakdown using attachment 2 is only required for the initial task order ( which is being evaluated during the award of the IDIQ) read the explanation under initial task order award on page 4 of the solicitation.

48. 142 B.3 The RFP states that “the offeror shall include in its business proposal submission a complete copy of its negotiated and signed subcontract/consultant agreements.” Please advise if any applicable joint venture documents should also be submitted.

Answer: Yes it should be submitted

49. 150 Evaluation Factors The RFP states “In evaluating Past Performance, HUD will address four components – recency, relevancy, quality, and sufficiency. This factor’s primary emphasis is to assess the past performance of the proposed prime contractor (or in the case of joint ventures or some other teaming arrangement, the primary member of the team). However, if significant subcontracting/use of other teaming arrangements is anticipated, the past performance history of the proposed subcontractors/other team members must also be evaluated.” Based on our reading of the above-quoted language, an offeror submitting a bid as a joint venture (JV) could potentially provide HUD with more than 5 past performance examples (e.g., 5 for each JV partner) for the prime contractor. Is that correct? Given that the JV would be the prime contractor, it only seems fair and reasonable that an offeror submitting a bid as a JV be allowed to submit a total of 5 past performance examples for the prime contractor. Otherwise, JV offerors would be provided an unfair advantage in that they could submit more than 5 past performance examples for the prime contractor.

Answer: Section A.4 of the instructions to offerors states: If the offeror is proposing to subcontract (or use joint ventures/ partners, or other entities other than the prime contractor to perform) more than 20% of the contract value, the offeror shall submit a separate chart and narrative described for past performance above, for the proposed subcontractor(s). No unfair advantage is given to contractors in a joint venture or prime and subcontractor relationship because the government is not limited to the information submitted for past performance (page 150 final paragraph on past performance.

50. 31 Government Provided Equipment and Services The RFP states that the Government “will furnish equipment and services to the Contractor for use in the performance of the tasks within this contract…” including “CCMB-approved HUD standard and limited use software applications and tools per CCMB Platform Standards Decisions page at: http://hudatwork.HUD.GOV/po/i/it/sd/devlife/def/ccmb/platform_dec.cfm or software applications listed on the CCMB’s Other CCMB Decisions page (after application to and approval by the CCMB): http://hudatwork.HUD.GOV/po/i/it/sd/devlife/def/ccmb/other_dec.cfm.” Since these links are non-functional, can HUD provide live links or a complete list of applications and tools that will be provided by the government?

Answer: HUD will provide working links for external sources or upload the documents as attachments.

51. Section B.3 on Page 142 Section B.3 on Page 142 states “Please provide your proposal via e-mail to Joel.J.Bartholomew@hud.gov”. However, Paragraph (d) in Section AS 2102 – Limitation on Size of Technical Proposal on Page 143 states “Offerors are encouraged to use recycled paper and to use both sides of the paper”. Can you please clarify if the proposal needs to be emailed or does a paper copy needs to be mailed? If a paper copy needs to be mailed, where should the paper copy be mailed to?

Answer: Email attachment is preferred delivery method.

52. Paragraph (b) in Section AS 2102 - page 143 Paragraph (b) in Section AS 2102 – Limitation on Size of Technical Proposal on Page 143 states “A page is considered to be one side of a single sheet of 8½” x 11” paper, single spaced, using not smaller than 12 point type font”. Can you please clarify if a lower font size can be used in graphics and in tables?

Answer: A font no smaller than 9 point is acceptable in graphs and tables.

53. Att_5_TAC_Service_Requests_Data_2012-2014 Att_5_TAC_Service_Requests_Data_2012-2014 document provides the service requests across years. Can you please provide a breakdown of the service requests by Tier 1, Tier 2 and Tier 3?

Answer: Tier 1 has 90% of resolution and 10% is Tier 2 and Tier 3 from the TAC Service Requests Data.

54. Section B.3 on Page 142 Section B.3 on Page 142 states “Complete all required provisions and clauses (if the information is not available through the SAM (formerly CCR, ORCA and EPLS) website)”. Can you please confirm that this information is not required if the information is available through SAM?

Answer: If the information in a specific clause, such as representations and certifications is updated and available in SAM is does not need to be submitted separately.

55. Section 1.2 on Page 10 The section states "Major Systems, custom applications …supported by TAC include" MF Housing systems like TRACS, IREMS etc. Our understanding in that these are currently not supported under the current TAC contract. Is this is accurate, please confirm?

Answer: MF users who are accessing secure systems and MF application having WASS ids, those users will call in to TAC for password resets and user roles. Supported by TAC is till escalation level but not at first contact resolution.

56. SF 1449 Block #10 1 Could the Government please confirm the Size Standard for NAICS 561421, as the New SBA Size Standard table shows $15M?

Answer: The size standard is $14M

57. C.1.1 Background / Overview 9-10 For staffing and pricing purposes will the government provide the status of the TACI that was scheduled for completion during the first quarter of FY2015. For staffing and pricing should vendors use an annual call volume of 275,000 calls?

Answer: Government will provide the status of TACMI initiate as we get management approvals

58. C.1.1 Background / Overview 9-10 Has the new service request management application (SRMA) been implemented? If not, what is the anticipated implementation timeframe?

Answer: The new service request management application has not been implemented yet. The timeframe is not certain but expected to complete by May or June 2015.

59. C.1.2.4, C.1.2.6 through C.1.2.22 Information Technology Infrastructure and Environment 10-12 Are there defined SLAs for CASS, SalesForce, UserVoice, EIV, LOCCS/eLOCCS, FASS-MF, FASS-PHA, IREMS, MASS, PASS, PHAS, PIC, SCG, QASS, WASS, RASS, TRACS, NGMS, DCG, HUD-SS and other apps that are utilized in this contract? Is the support for these apps outside the scope of this contract? Is there an OLA between this project and the above apps? Are all of these covered under C.3.1.3 through C.3.3.1?

Answer: Currently all these applications are supported by this contract, basically this contact center is to support all the above mentioned applications.

60. C.1.3.2 Purpose 13 How do we collect information from all the sources?

Answer: Provide services necessary to respond to Service Requests from multi-channel sources (telephone, email, web-submissions, fax, intra-office mail and regular postal mail, etc.)

61. C.1.3.4 Purpose 13 From where do we get information to answer the questions?

Answer: KnowledgeBase, FAQs and escalations to the business areas if not able to answer from the knowledgebase and FAQs

62. C.1.3.6 Purpose 13 How can we get to know about the problem or answer to the question before they arise ?

Answer: Based on the release information through the release briefing document from all business areas.

63. C.1.4.9 Objectives 14 Where do we store the Service Request Information of Customers?

Answer: Currently stored in CASS system, Inquiry management system.

64. C.3.1.1 through C.3.3.1 Government Furnished Items 30-31 What is the single most important component that is point of failure? Is this in scope of this contract? If not, how does this gets escalated?

Answer: WASS Login issues, reset of passwords for every 90 days and get escalated to WASS system.

65. C.3.1.1 Government Provided Property 30 Does the Government anticipate that 42 Contractor personnel will be required to support the TAC at the Capital View Building?

Answer: Government has a capacity of 42 seats at Capital View Building, Contractors should proposes a number of contractor personnel based on their capabilities and their specific technical approach to the requirements of the PWS.

66. C.3.1.2 Government Provided Property 30 It is our assumption that all the network infrastructure (WAN), IVR/ACD, and scripts are not part of this contract. If it is, which of the above is in scope?

Answer: Government provides network infrastructures and scripts meaning required software, knowledgebase and tools

67. C.3.1.2 through C.3.3.1 Government Furnished Items 30-31 Who monitors the connectivity? What is the handshake protocol between this contract’s PM and the network ops group? Is there an OLA (operating level agreement) between this project team and the network project team?

Answer: GTR and GTM will working with Facility and communication groups and responsible for handshake between contracts and other network ops group.

68. C.3.1.2 through C.3.3.1 Government Furnished Items 30-31 Are all of the PCs, printers, LAN, routers outside the scope of this contract?

Answer: Support for PCs, printers, LAN, routers are supported by another current HUD infrastructure (HITS helpdesk) and TAC will use all the above mentioned Government Furnished items at capital view building

69. C.4.7.1 Contractor Furnished Items 32 Is Project Manager a FTE or partial?

Answer: FTE and key personnel

70. C.4.7.2 Contractor Furnished Items 33 Is Deputy Project Manager a FTE or partial?

Answer: FTE and key personnel

71. C.4.7.3 Contractor Furnished Items 33 Is Training Manager a FTE or partial?

Answer: Depends based on individual technical approach.

72. C.4.7.4 Contractor Furnished Items 33 Is KnowledgeBase Manager a FTE or partial?

Answer: F Depends based on individual technical approach.

73. C.4.7.5 Contractor Furnished Items 33 Is Reports Manager a FTE or partial?

Answer: Depends based on individual technical approach.

74. C.4.7.6 Contractor Furnished Items 33 Is Quality Assurance/Control Manager a FTE or partial?

Answer: Depends based on individual technical approach.

75. C.4.9.1 Quality Control, Quality Assurance and Continuous Quality Improvement 33 The PWS references Six Sigma. Are contractors required to be Six Sigma certified? If so, to what level?

Answer: There is no certification required. Project management and Quality Assurance and controls are expected to operate at six sigma levels

76. C.4.9.3 Quality Control, Quality Assurance and Continuous Quality Improvement 33 The PWS references the ability to support CMMI Level 3. Is CMMI Level 3 for Services required for this effort?

Answer: Contractor is expected to operate and show maturity of operations at CMMI level 3 but it is not a requirement.

77. C.6.12 Transition at Contract Start 35 What is the average approval time for the PIV process and for authorization to be granted to the HUD systems?

Answer: PIV process is done with GSA outside of HUD control, usually it may take anywhere from 1 to 6 months, does not have a certain time for PIV process. The current contractor’s personnel are PIVed and if the incumbent does not get the award they are required to be given first right of refusal for the new contract.

78. Will the Government allow for staff to begin supporting the Call Center on an interim basis while the final PIV approval is being obtained?

Answer: Government does not allow contractors to access the computers until PIV is complete for security reasons.

79. Will the Government accept NACI investigations performed by other Federal Civilian agencies?

Answer: Yes as long as NACI is active, eQIP and USAccess is common process between all the Federal agencies

80. C.7.1 Task 1 – General Tasks 36 Could the Government please provide the process flow diagram for tasks (7.1.1 – 7.1.12)?

Answer: We currently do not have any process flow diagram but we are open to the contractors creativity to improve the current process or propose a better process flow for improvement of current process.

81. C.7.1.1 Five-Tiered Service Request Resolution Process 37 Tier -1 : Outbound Communications a) What is the yearly volume of outbound communication?b) How do we resolve Service Request prior to customer call?

Answer: Outbound communications are done before any major submissions are required from the customers before financial year end or in some cases of fiscal year end. Providing information/instructions beforehand and requesting customers to check their user ids are active will avoid last minute submissions and this way the outbound communications resolve the service request prior to customer calling in.

82. Tier 1: Inbound Service Requestsa) What is the yearly volume of Inbound Service Requests? b) From which media (telephone, e-mail, web submissions, fax, post or in person) do we get highest Inbound Service Requests?

Answer: Tier 1 has 90% of resolution from the call volume provided in the attachment TAC Service Requests Data.

83. Tier 2: Internally Escalated Service Requests a) What is the yearly volume of Internally Escalated Service Requests?

Answer: 10% is Tier 2 and Tier 3 combined from the call volume provided in the attachment TAC Service Requests Data.

84. Tier 3: Externally Escalated Service Requests a) What is the yearly volume of Externally Escalated Service Requests?

Answer: 10% is Tier 2 and Tier 3 combined from the call volume provided in the attachment TAC Service Requests Data

85. C.7.1.2 Sample Work Flow Inbound Service Requests 38 a) What is the volume of calls handled per day?b) After business hours, to whom should we direct the caller? d) After 72 hours, is the request from Tier 2 automatically moved to Tier 3 or should we keep track of the request?

Answer: Per day call volume can be derived from provided attachment TAC Service Requests Data document, once the ticket is escalation to the business area, the ticket does not needed to be track, because either it is expected to get fixed in some release or deferred to business and closed at inquiry management system.

86. C.7.1.5.1 Days/Hours of multi-channel contact center operations 39 Do we have shifts for CSRs, as the working hours total 13hrs 30 min?

Answer: Yes, under the current contract some CSRs start early and some late to cover the entire working hour period

87. C.7.2 Task 2 – Processing Customer Service Requests 42-46 Could the Government please provide process flow diagrams for each of the subtasks (7.2.1 – 7.2.31)?

Answer: We currently do not have any process flow diagram but we are open to the contractor’s creativity to improve the current process or propose a better process flow for improvement of current process.

88. C.7.3 Task 3 – Super-User Profile and Requirements Analysis 46-48 a) Which category of employee is responsible for managing Super User profile and requirement analysis? b) How many employees (FTE or partial) are required to fulfill this task?

Answer: Experienced senior FTE or SMEs will be responsible for managing the super users requirements, number of FTE is this required are depends on the capability and maturity of the contractor, This is performance based contract government cannot tell you the exact number.

89. C.7.5 Task 5 – Automated Call Distribution (ACD) System Monitoring and Management 52-55 Could the Government please provide flow charts for the subtasks?

Answer: We currently do not have any process flow diagram but we are open to the contractor’s creativity to improve the current process or propose a better process flow for improvement of current process.

90. C.7.8 Task 8 – Outbound Communications ListServ and Mass Email Support 57 What is the current volume of email flow?

Answer: About 3000 outbound communications ListServ and Mass Email support, this is done few times a year a needed basis.

91. C.7.12 Task 12 – REAC Inbound Mail & Facsimiles and Outbound Mail 69 What is the yearly volume of REAC Inbound Mail & Facsimiles and Outbound Mail?

Answer: About 15,000 to 20,000 per annum

92. C.7.12.3 Task 12 – REAC Inbound Mail & Facsimiles and Outbound Mail 69 Which carrier is used for outbound mails?

Answer: FedEx and USPS

93. C.9.1, C.9.1.1, C.9.2 & C.11 Periodic Evaluation Final Evaluation Performance Standards: Performance Requirements Summary Chart 81, 82 & 89 May it be assumed the Government will alleviate or suspend any disincentives or penalties while any hires are being processed in transition for their Public Trust adjudication?

Answer: PIV process issues that cause delays will not be considered for disincentives or penalties as long as the contractor is making an effort to provide the information required to PIV individuals and is submitting any requested PIV information timely.

94. Our understanding that this requirement may cause a delay in meeting SLAs. Such delay may disrupt SLA/performance metrics due to the convenience of the Government that is no fault to the Contractor.

Answer: Such issues need to be communicated to contracting office and will not be considered for disincentives or penalties if the contractor is not at fault for delays.

95. Access to HUD Facilities 108-109 Should those performing on this contract possess a Public Trust access equivalent to the required level within this RFP or national security clearance from a different HUD organization or an external agency, be acceptable, upon verification by REAC and HUD PERSEC, for performance without waiting on a new HUD adjudication?. If so, what address/POC may a perm cert or access verification be sent?

Answer: Yes other agency public trust access is relevant, however GTR and or GTM has to get the security verify it and get activated in HUD systems. After the contract is awarded any completed security clearance can be submitted to aid in the PIV process. The GTR will provide details when they become relevant.

96. 52.212-3 OFFEROR REPRESENTA-TIONS AND CERTIFICATIONS-COMMERCIAL ITEMS (b)(1) Annual Representations and Certifications 125 The clause references Online Representations and Certifications Application (ORCA) website. This website has been replaced by the System for Award Management (SAM) Website. Should the reference be changed to reflect this? Please clarify.

Answer: SAM is correct the clause is updated.

97. Instructions, Conditions, and Notices to Bidders 140 Could the Government please extend the proposal submission due date to 4 weeks after posting of responses to our questions?

Answer: Due to current time restraints the extension is not realistic.

98. A.2 Technical Approach 140 In order to provide a detailed project schedule, would the Government consider excluding the project schedule from the page count for the Technical Approach Answer: No the project schedule must meet the page limitation. For evaluation purposes the project schedule is intended to be a brief overview of the contractor’s approach to schedule.

99. A.2 Technical Approach 140 As we have to demonstrate our capabilities for all the tasks mentioned in the RFP, could the Government please extend the page limit for the Technical Approach section?

Answer: No based on our research the page limitation is adequate.

100. A.3 Management Plan 140-141 Should we provide resumes for Key personnel?

Answer: Resumes are not required and will be counted against the page limitation for management plan if they are submitted.

101. If yes, is this excluded from the page limitation in the Management Plan section?

Answer: see above

102. B.1 Completed SF1449 141 Should we provide signed acknowledgement of amendments?

Answer: yes

103. B.2 Price 141 Is there a page limitation for the Price proposal?

Answer: No there is not a page limitation for pricing but the only thing that will be evaluated in the business proposal will be the pricing submitted. Any extraneous data or technical information submitted with pricing will be ignored.

104. B.2 Price 141 Should we add Representations & Certifications?

Answer: Separate Representations & Certifications are only required if you are not currently registered with and up to date with SAM.

105. B.3 AS 2102- Limitation on Size of Technical Proposal 143 Can Appendices be added to the Technical proposal and not count toward the page limit?

Answer: All data submitted (unless specifically exempted) will be counted against the page limitation. Therefore, any appendices will be counted and must conform to the page limitation.

106. B.3 AS 2102- Limitation on Size of Technical Proposal 143 Will the Government allow fold-out pages sized 11x17 be used for graphics/charts? Will this count as one (1) page/ Answer: A page is considered 1 8 ½ by 11 sheet (in electronic or printed format) anything larger would be considered two pages.

107. General Would the Government provide existing staffing levels, including the number of Professional staff members and the number of Wage Determination staff?

Answer: Current staff levels are not relevant because this is a performance based contract and the level of staff for each offorer will vary based on technical approach.