FA252125QB114 Response to Q A 31Jul25.pdf

The purpose of the amendment is to provide a response to questions to FA252125QB114-Que Management System as stated below.

A. The following responses to questions for subject combined synopsis solicitation.

Question 1:

What specific Reporting/Analytics is required?

Answer 1:

Advanced Analytics: Access to detailed analytical data and reporting tools, enabling supervisors to monitor team performance, identify trends, and make data-driven decisions. This includes the ability to generate custom reports and export data for further analysis.

Question 2:

Question regarding Salient/Characteristics

“Virtual training for all staff members at both VCCs" Answer 2:

Some queue management companies only offer a virtual training option. The cost associated with providing in-person training from outside the local area is deemed cost prohibitive. If whoever, a company is local to Patrick SFB in-person training may be considered.

Question 3:

Approximately how many staff members will be required training?

Answer 3:

Up to 20 personnel

Question 4:

“Unlimited staff accounts and accounts for supervisors” Answer 4:

This number is based on the number of staff members

Question 5:

Can the government provide any guidance on any required features for staff and supervisor accounts?

Answer 5:

Staff accounts require comprehensive access to customer data and systems, enabling complete management of the customer experience throughout the entire lifecycle. This includes, but is not limited to, the ability to create, modify, and delete customer records; manage customer communications; resolve customer issues; and analyze customer data to improve the overall customer experience. Due to the sensitive nature of this access, stringent security protocols are in place, including regular security audits, and role-based access controls to ensure data privacy and integrity.

Supervisor Accounts:

In addition to the full range of access granted to Staff accounts, Supervisor accounts provide elevated privileges necessary for overseeing team performance, maintaining data accuracy, and ensuring optimal workflow management. Supervisor accounts include, but are not limited to, the ability to:

• All Staff Account Permissions: All access and capabilities outlined for Staff accounts are included.

• Data Correction: The ability to correct errors in customer data entries, ensuring data accuracy and compliance. This function is subject to audit trails and requires justification for any modifications made.

• Account Management: The ability to add, delete, and modify staff accounts within their assigned team or department. This function requires adherence to established onboarding and offboarding procedures and is subject to audit.

• Advanced Analytics: Access to more detailed analytical data and reporting tools, enabling supervisors to monitor team performance, identify trends, and make data-driven decisions.

This includes the ability to generate custom reports and export data for further analysis.

• Queue Management Dashboard: Access to a comprehensive dashboard providing real-time visibility into queue status, workload distribution, and agent performance. This allows supervisors to effectively manage resources, prioritize tasks, and optimize workflow efficiency.

Question 6:

We are performing independent research on the Combined Synopsis/Solicitation (FA252125QB114).

We would like to know if this is a brand new contract OR if there is (was) an incumbent performing these services.

Answer 6:

New requirement and no incumbent

Question 7:

If not brand new, could you please provide the current / previous contract number?

Answer 7:

None

Question 8:

1. Does the QMS need to support a customer accounts in order to join a VCC queue?

Answer 8:

Customer will not be able/required to create an account.

Question 9:

2. If a customer reserves a VCC time slot, what should happen if they later cancel that visit or are a no-show?

Answer 9:

If the customer cancels the visit or is a no-show, another customer should be able to take that time slot or be moved up in the queue for service. If enough time remains prior to the appointment, the time slot should be made/viewable for another customer to request it.

Question 10:

3. Regarding exporting data reporting/analytics, a common file format is CSV (comma separated values) that can be opened by most spreadsheet and CMS applications. Is it acceptable that CSV is the only available format for export?

Answer 10:

No, more options must be available, including Microsoft Office products.

Question 11:

4. Regarding staff and supervisor accounts for the QMS, what should a supervisor be able to do on the system that a staff person should not?

Answer 11:

In addition to normal staff access, supervisors should be able to correct errors, add/delete accounts, access analytical data, and use an overall queue management dashboard.

Question 12:

5. How soon can a customer reserve a time slot? (Ex. Same Day, Same Day+1) Answer:

Six months in advance.

Question 13:

6. How far in advance can a customer reserve a time slot?

Answer 13:

Six months in advance.

Question 14:

Is there an incumbent contractor? If so, what is its name and contract number?

Answer 14:

See question 6 response.

Question 15:

Reference: Page 1 Salient Characteristics; Second bullet

Do the Patrick and Cape Canaveral Visitor Control Centers (VCCs) have video displays installed in the desired locations with power and video connectivity?

Answer 15:

Both VCCs will be equipped with video displays and connectivity to support a queue management system. It is our intent to work with the awardee to ensure equipment purchased by the government meets system requirements.

Question 16:

If the VCCs do not have monitors installed, Is the purchase and installation of the video monitors in the scope of this contract or will that be handled by the Government?

Answer 16:

This will be handled by the government. It is our intent to work with the awardee to ensure equipment purchased by the government meets system requirements.

Question 17:

Reference: Page 2; Due Date Times; Due dates for RFQ questions and the final quote are written as 12AM (0000 hrs).

Is the intent to have these due at 12PM (1200 hrs) per the dates/times in sam.gov?

Answer 17:

The Questions were due 22 Jul 25, 12:00PM, EST Time. Please acknowledge all amendments and modifications issued to the solicitation.

Question 18:

Page 2: Delivery 90 Days ARO Question: Is the Government opposed to a vendor’s quote that recommends upgrading the VCCs one at a time to minimize disruptions but may require a total period longer than 90 days to implement at both VCCs?

Answer:

The solicitation requested 90 days’ delivery; however, you quote what your delivery time will be.

Question 19:

Question: What Is the anticipated award date for this contract?

Answer 19:

Date, time to be determined.

Question 20:

Incumbent Contractor Can the Government confirm whether there is an incumbent contractor currently providing queue management systems at either Visitor Control Center? If so, could the Government please provide the incumbent contractor’s name and contract number?

Answer 20:

See question 6 response.

Question 21:

New Requirement vs. Replacement Is this solicitation for a newly implemented queue management capability, or does it represent a replacement or upgrade to an existing system currently in use?

See question 6 response.

Question 22:

Existing System Considerations If this requirement replaces a current system, are there any legacy migration, integration, or technical dependencies that offerors should consider in our technical approach?

Answer 22:

See question 6 response.

Question 23:

Estimated Budget Range Does the Government have a target budget range that it is willing to share to assist with pricing alignment?

Answer 23:

No, the government will not provide any pricing information.

Question 24:

Evaluation Criteria Clarification Can the Government confirm whether the technical, price, and past performance evaluation factors will be weighted equally, or if one is more significant in the best value determination? How will startups without past performance be assessed?

Answer 24:

Evaluation will be in accordance with 52.212-2 Evaluation-Commercial Products and Commercial Service.

Question 25:

Would the FBI be open to evaluating a pilot/MVP using non-classified test data to assess redaction automation and summarization capabilities in a sandbox environment, prior to requiring facility clearance?

Answer 25:

This requirement is not for the FBI.

Question 26:

Is there an anticipated timeline or fiscal year target for when this RFI may transition to a formal solicitation or contract opportunity?

Answer 26:

Award will be made upon evaluation of the quotes after the solicitation close.

Question 27:

Are there preferred Microsoft tools or platforms (e.g., Azure GCC/GCCH, Power Platform, Copilot) that the FBI's EVC already supports or prioritizes for future automation initiatives?

Answer 27:

This requirement is not for the FBI.

Question 28:

Would the FBI consider bundling the AI automation pilot with a support services IDIQ or BPA vehicle to allow rapid task order issuance if the pilot proves successful?

Answer 28:

This requirement is not for the FBI.

Question 29:

What is the time frame for this contract? Or is this determined by contractor proposal?

Answer 29:

See questions 26 response.

Question 30:

I hope you're well. I am reviewing Solicitation FA252125QB114 for the Queue Management System and would appreciate clarification on the estimated number of visitors expected annually across the Patrick SFB and Cape Canaveral SFS Visitor Control Centers.

Answer 31:

Numbers from Apr – Jun 2025 show an estimated 14K guest actions at PSFB and 11.3K at CCSFS.

Question 32:

Could you kindly provide:

The approximate number of individuals expected to use the system annually at each location

Answer 32:

Numbers from Apr – Jun 2025 show an estimated 14K guest actions at PSFB and 11.3K at CCSFS.

Question 33a:

Whether there is a monthly or daily average available for planning SMS volume Answer 33a:

Numbers from Apr – Jun 2025 show an estimated 14K guest actions at PSFB and 11.3K at CCSFS.

Question 34:

Will the government provide the physical display screens for use in the Visitor Control Centers, or is the vendor expected to supply, install, or configure this hardware as part of the system?

Answer 34:

In consultation with the vendor, the government will purchase the required physical display screens.

Question 35:

Is the vendor responsible for hosting the queue management system and associated data, or will the government provide a hosting environment (e.g., GovCloud or DoD managed infrastructure)?

Answer 35:

The vendor must host the system.

Question 36:

If the system is vendor-hosted, should the associated hosting costs be included in the total firm-fixed price, or can they be presented separately as a recurring line item (monthly or annually)?

Answer 36:

All costs must be included in the total firm-fixed price.

Question 37:

Are there any specific cybersecurity compliance requirements or certifications such as FedRAMP or NIST 800-171 that the hosting platform or software solution must meet?

Answer 38:

As the queue management system is hosted on a vendor-provided platform independent of government systems and does not require customers to input protected information, no additional government-specific requirements are mandated. However, the vendor is required to adhere to all applicable laws and industry standard practices concerning cybersecurity and information protection.

Answer 39:

May virtual training be delivered as pre-recorded/on-demand modules, or must it be conducted live via instructor-led virtual sessions?

Answer 39:

Training may be pre-recorded/on-demand, however, vendors must be able to provide a real time Q&A capability especially during system launch.

Question 40:

Enqueue:

1)Enqueue – Are QR codes to be printed or Digital Screens Answer: QRCs will be printed as well as a direct link posted on an official government website.

2)Are customer screens present, showing place in line or strictly text/email?

Answer 40: Both, live updates will be posted on screens at the appropriate locations, as customers are served, other customers will live updates moving closer to service within the queue.

3)Do you want this by way of Mobile App or Only Web Form Signup?

Answer 40a: Both.

4)Would the user need a Predictive Wait Time, i.e., “You have been placed in <queue>. Your wait time is approximately 30 minutes,” etc.

Answer 40b: Yes.

Question 41:

Displays:

1)Will there need to be a visual display (i.e., TV) showing people's place in line?

Answer 41: Yes, these will be supplied by the government.

2)Will there need to be a visual component on the user's phone showing place in line (i.e., you are 29th in line, …, you are 28th , etc.), or will this be text/email only notification Answer 41a: This is a text/email only function to include a notice to proceed to the lobby as you are getting closer to being served.

Question 42:

Dequeue:

1) How/Where are customers dequeued?

Answer 42: Dequeue is managed through an application or is web based for employees to use and manage service.

i.e., Is it Many Agents dequeuing 1 by 1 Answer 42a: Multiple employees must be able to dequeue customers simultaneously as service is completed, this can be done through an application or is web based.

2)Where does the Dequeue happen? i.e.

Answer 42b: Dequeue is managed through an application or is web based for employees to use and manage service.

a)A Workstation via a web portal available to employees?

Answer 42c: Yes b)A mobile apps available to employees?

Answer 42d: The dashboard for employees to use and manage service can be web based or an application.

c) An integration into another service?

Answer 42e: No.

d) An dequeue API to be consumed by another product?

Answer 42f: No.

Question 43:

Integration:

1) Are there any existing systems to consider?

Answer 43: No.

Dashboard:

1)Live View Metric Tiles Needed?

Answer 43a: Yes.

1)i.e., Queue A: # in Queue, Average Wait Time, etc.

Answer 43b: Yes.

2)Histogram Wait Tiles?

Answer 43c: No, names only and their place in line represented by their number in the queue.