Amendment_1_-_Questions_ _Answers.pdf

FA2823-16-R-6001 Combined Synopsis/Solicitation Questions and Answers

1. Whether we need to come over there for meetings?

2. Is there an industry day scheduled for this RFP?

Answer to #1-2 above: At this time, a neither site visit, nor industry day is scheduled for this effort.

3. Can we submit our proposals via email?

4. Appendix B - Instructions to Offers, the instructions indicate that an original plus one copy of each volume is required. However, it also indicates that proposals may be emailed ("Proposals must be hand delivered, electronically mailed, or mailed to arrive at the following address by the required dates"). Please validate that if proposals are emailed, only a single instance of each volume is required.

5. Please confirm that e-mail submission of the proposal files is acceptable for proposal submission.

6. Regarding submission, is it acceptable to submit the response electronically? If so, how do we accommodate the requirement for “Original + 1 Copy”, should we send two copies of the same electronic file?

Answer to #3-6 above: Electronic mail (email) is acceptable. If proposal is submitted other than by email, an original + one copy is required. If submitted by email, then only one submission copy is required.

7. Who is the incumbent?

8. Is there an incumbent for these services? If so, please provide incumbent’s name(s) and contract number(s).

9. Who is the incumbent for the current contract?

10. Is there an incumbent currently performing these services? If so, who is the incumbent?

Answer to #7-10 above: FA2823-10-C-0025 awarded to General Infomatics, Inc., 1749 Old Meadow Rd, Mclean, VA 22102

11. Will staff members be allowed to continue on working with the new awarded company?

Answer to #11 above: Yes. Incumbent hires will have first right of refusal.

12. There is an Air Force wide Referral Management contract that will be awarded this spring. Is Eglin AFB aware of this upcoming contract that encompasses many of the same services as this solicitation?

Answer to #12 above: Yes. Eglin is aware of the pending AF Referral Management contract.

13. In reference to Section 3. IV Past Performance References "Contractor is responsible for providing the Government the completed Appendix B questionnaires provided back to the offeror by their references as part of the Past Performance Proposal in Volume III.”

14. In Appendix D- Past Performance Questionnaire the instructions state for the questionnaire to be returned to John Sarver. Are completed questionnaires to be returned to the contractor or the contracting office?

15. Past Performance References. Appendix B, Section C.3.c requires that contractors provide the government the completed Appendix B questionnaires provided back to the offeror by their references as part of the volume. Appendix D (Questionnaire) requires references to submit questionnaire via email or fax to John Sarver directly.

16. We believe the government was referencing Appendix D – Questionnaire in Section L.C.3.c instead of Appendix B. Please confirm this is just a typo. Or, provide the correct form for an offeror to complete as part of Appendix B – Instructions to Offerors.

17. Appendix B, Instructions to Offerors. Section A, Notes states that, “the Offeror is responsible for providing the government the completed Appendix D questionnaires.” Appendix D, Past Performance Questionnaire requests that the client send the questionnaire directly to the government POC, John Sarver.

18. Does the government wish Offeror’s submit all questionnaires to the government on behalf of our client? NO. Appendix B, Instructions to Offerors, Section A should read, “The Offeror is responsible for providing the Past Performance Reference a copy of the Past Performance Questionnaire for completion.”

Answer to #13-18 above: The Offeror is responsible for providing a copy of the Appendix D, Past Performance Questionnaire to the Past Performance Reference. The Reference is to complete the questionnaire and return questionnaires back to John Sarver as instructed in Appendix D.

19. How will a contractor be able to include Appendix D – Questionnaire as part of our proposal volume if it is required to be submitted directly to the government?

20. Should an offeror only include the Appendix D with questions 1-4 completed by Offeror as part of the proposal volume?

21. If Offeror is supposed to submit, should this be in Volume IV? Should they be sealed envelopes?

22. Or, should questionnaires be submitted directly from our client to the government POC as stated on questionnaire form?

23. The instructions to offerors requests that references return completed past performance questionnaires to the offeror for inclusion in Volume IV, however the instructions on the provided questionnaire ask references to return the questionnaires to the Government and not to send the completed questionnaire to the Contractor. Can the Government clarify who the past performance references should return completed questionnaires to?

24. Please confirm that Attachment D – Past Performance Questionnaires are to be returned to the Offeror, and the Offeror will include them in their submission.

25. Please confirm that Attachment D – Past Performance Questionnaires are not required to be sent directly to the Eglin AFB Contract Officers by the Past Performance Government entity.

Answer to #19-25 above: Volume III - Past Performance Proposal will be submitted separately from Volume IV - Past Performance Refernces. The past performance reference evaluator will forward the completed Appendix D questionnaires directly to John Sarver as instructed in Appendix D.

26. Should the Past Performance Questionnaire be Appendix D?

Answer to #26 above: Past Performance Questionnaire is Appendix D

27. Will the government be providing an SF form for the procurement to enable offerors to acknowledge all contract terms/conditions and FAR clauses of the requirement?

Answer to #27 above: Contract terms & conditions are found within solicitation FA2823-16-R-6001.

After award is made the Government will provide a SF 1449 for both parties to sign

28. Past Performance Information. Appendix B Section L.C.2 and L.C.3. Where should the Offeror submit a full description/narrative of our past performance work experience by contract – in Volume III or Volume IV?

Answer to #28 above: Descriptive past performance language is to be provided in Volume III

29. Past Performance Information. Appendix B Section L.C.2 and L.C.3. Should narratives on contracts include contract value, POP, contracting POCs, etc.? Is there any format required?

Answer to #29 above: Within Volume III, include only information relative to demonstrating satisfaction with overall job performance. Volume IV will contain contract values, PoP and POC's.

Refer to Appendix B.4. "Format for all proposal Volumes shall be as follows."

30. Appendix B, L.c.1.iii, bullet 3 – Resumes and/or job descriptions. Are resumes excluded from the page count?

Answer to #30 above: No. Submit resumes and/or job descriptions.

31. What was the awarded amount for contract?

32. What is the previous contract value?

33. What is the current annual contract value/cost?

34. What is the total value of their current contract?

Answer to #31-34 above: $5.5M; however, this includes service to HurlBurt Field FL. Hurlburt is not included in this solicitation. The portion awarded for Eglin AFB Hospital separately was $4,605,909.00

35. What is the Period of Performance on the last contract?

36. Can the Government provide the number of years that incumbent staff have been working at the facility?

37. When does current contract end?

Answer to #35-37 above: Incumbent Contract Period of Performance is 01Oct2010 to 31Mar2016

38. We noticed there is no wage determination in this RFP?

Answer to #38 above: WD 05-3033 (Rev. -17) posted on 01/05/2016 applies to this RFP

39. Is their consumables paper, printer ink….etc… that will need to estimate in the proposal for the contractor? Does the government provide these consumables?

Answer to #39 above: No, All equipment and consumables to perform this effort are provided by the government.

40. What is considered relative past performance? Our company has several contracts providing clerical duties, scheduling appointments for transitioning AF personnel however no hospital/medical related contracts. Does relative mean it has to be medical related?

Answer to #40 above: Refer to Appendix B, Section C.3. Recent And Relevant Information, and Apendix C, Addendum to 52.212-2, Section B, Past Performance Relevancy Definition table.

41. What would the FLSA min wages for each of the current position levels?

Answer to #41 above: The FLSA addresses overtime pay in the instance the normal workday/workweek hours are exceeded. The FLSA goes on to define a premium rate of not less than one and one-half times the established rate (in good faith by the contract) is to be compensated to the employee for overtime.

42. Is the incumbent eligible to bid on this requirement?

Answer to #42 above: yes

43. Whether companies from Outside USA can apply for this? (From India or Canada)

44. Can we perform the tasks (related to RFP) outside USA? (From India or CANADA)

Answer to #43-44 above: No. Staff must be on campus.

45. To assist in the development of the required transition plan, what is the Government’s expected timeframe (i.e. 15 days, 30 days, etc.) for the transition for the proposed contract?

46. Based on the calendar presented in the solicitation, when will transition start (April 1st or prior)?

How long is transition?

Answer to #45-46 above: This is entirely up to the offeror to develop. Refer to Appendix B, Section C.1.(b)iv "Transition and Phase Out Plans" for guidance

47. Volume III - Past Performance Proposal, Appendix B, Section L.C.2. Does the government only want independent awards, surveys and overall job commendations/letters and metrics for contracts listed in Volume IV as references? Or, can the offeror provide contract narrative’s associated with each of the customer satisfaction information provided.

Answer to #47 above: Volume III is subjected to a 15 page limit

48. Appendix D - PPQ, if the majority of a PPQ response ratings for a contract are "Substantial Confidence", will the over confidence level of the contract be given a rating of "Substantial Confidence"?

Answer to #48 above: Appendix D - PPQ will be evaluated and given an overall rating by the individual completing said PPQ prior to return to Mr. Sarver or MSgt Slater.

49. Do you have a current phone system that is used? If so can you provide the name of the phone system?

Answer to #49 above: T-Metrics ACD (Auto Matic Call Distributor)

50. Can you provide the number of staffing members per site (primary clerks and overflow)?

Answer to #50 above: 18-24 personnel

51. How many FTEs are currently staffed for each department and are there any vacancies?

Answer to #51 above: No there are no vacancies; 18-24 personnel.

52. Section 1. Scope of Work, what type of reports will the contractor be responsible for providing? If related to data within the government system, will the contractor be granted access to the government system?

Answer to #52 above: See the PWS for contractor provided reports and yes all are pulled from the government system, and yes the contractor will have access

53. Section 1.1.1 (l), the PWS states “Answer any overflow calls from MTF information desk.” Can the government clarify what type of overflow calls could be anticipated?

Answer to #53 above: Hospital info desk ends at 1500 and has a lunch break, when the desk is not manned it rolls over to the appointment que, people normally ask for information lab hours, pharm hours, or to speak to a clinic

54. Section 1.1.2.2, is Eglin using the Fax Forward capability?

Answer to #54 above: No, we do not have fax forward, but we have Fax Press which is similar and provides the same function

55. Appendix A- Workload Estimate states RMC hours can vary for Haims scanning. What are the specific variations of hours?

Answer to #55 above: We would not be opposed to someone working until 1700-1800 to scan into Haims. Haims can be more user friendly on the off hours

56. Appendix B, Section L.C.b.ii (bullet 4) – Staffing and Scheduling refers to emergency work. Since this contract is designated as non-essential services, please define what is considered emergency work that the staff would need to support and be scheduled for?

Answer to #56 above: Any hours after normal duty hours, at this time no emergency work is anticipated

57. Is there a proposed wage determination classification for the clerks scheduling these appointments etc….? What is the wage determination classification?

Answer to #57 above: WD 05-3033 rev 17 applies. We do not tell the vendors how to classify their personnel.

58. For place of performance it is located on Government facility? How many desks, phones and computers are provided by the USAF?

Answer to #58 above: Up to 24 workstations and necessary equipment will be provided by the government (refer to PWS).

59. What is the current number of FTEs currently performing each function at each of the four locations?

Answer to #59 above: 18-24 personnel

60. What is the equivalent GS level or [Fair Labor Standards Act] FLSA category of employees currently performing these functions?

Answer to #60 above: There are no GS positions currently performing these duties. Refer to the WD 05-3033 rev 17 to classify your personnel and determine compensation.

61. Has the current team of employees consistently met all of the performance standards as Published in PWS section 2?

Answer to #61 above: Yes

62. Can you provide us with the most recent Contractor Manpower Reporting Application (CMRA) “non- Proprietary/cleansed” summary?

Answer to #62 above: Proprietary information is present and will not be released.

63. What is the approximate number of overflow calls per day/week/month/year from the MTF to the

CACC?

Answer to #63 above: From the info desk it can be anywhere from 15-20 a day

64. Reference: [PWS] Section 5 APPENDIX A - WORKLOAD ESTIMATE EGLIN AFB, FL: a. What is the average amount of time spent on each of the following transactions at the CACC: incoming calls, Outgoing calls and appointment transactions? The CACC receives approximately, 25,000 incoming calls and makes 10,000 outgoing calls monthly, while making approximately 20,000 appointment transactions.

65. Reference: [PWS] Section 5 APPENDIX A - WORKLOAD ESTIMATE EGLIN AFB, FL: b. What is the average amount of time spent on each of the following transactions at the RIMC: new consults, incoming calls, outgoing calls and walk in patients? New consults which historically amount to 7,000 a month, outgoing calls approximately 6,000 monthly, incoming calls of 4,000 monthly, walk in patients approximately 20 a month

66. What is the average amount of time spent on each of the following transactions at the RTPEC:

enrollment/registration and Tricare plus enrollment? The RTPEC emollment /registration process estimates approximately 250 transactions. The Tricare Plus enrollment figures are estimated to be approximately 20 a month.

67. What is the average amount of time spent on each of the following transactions at the IMCAD:

incoming calls and appointments? The IMCAD estimates approximately 4,000 incoming calls monthly and estimates making 2,000 appointments (booking, canceling, changing and telephone consults).

Answer to #64-67 above: All dependent on the type of call, type of transaction, and the experience level of the agent answering it.

68. What is the current number of phones currently being used for each function at each location?

What types of phones and messaging service is used?

Answer to #68 above: No more than 24 phones are used. T-Metrics ACD (Auto Matic Call Distributor) is the phone system used.

69. What type of appointment software and other software is being used? Would client consider using COTS scheduling programs such as: Practice Fusion or Nue Med? Is intelligent routing software being used? Cloud services?

Answer to #69 above: The standard Government Medical software that is used DOD wide, CHCS, AHLTA, etc.

70. Could you give us a current list of all forms used in the performance of the PWS?

Answer to #70 above: Currently there are no forms for agents to complete

71. Which positions would be considered “key personnel”?

Answer to #71 above: The offeror is to define who they consider to be key personnel

72. Can the Government provide the Wage Determination that should be used for the SCA rates?

Answer to #72 above: WD 05-3033 rev 17 posted on www.wdol.gov on 01/01/2016 applies

73. If there is an incumbent can you please provide a current staffing profile?

Answer to #73 above: General Infomatics, Inc is the incumbent and no current staffing profile will be provided.

74. Is the on-site-supervisor and the Service Provider Manager and the PM the same person?

Answer to #74 above: The government refers to the Service Provider Manager in section 4.1.1. of the PWS.

75. Since training is a mandatory requirement, please confirm that mandatory training is included in our cost.

Answer to #75 above: The government required training is typically accomplished during work hours.

76. Regarding training, will the training be provided all on-site? Will travel be involved in order to attend training? Is there a schedule for mandatory training?

Answer to #76 above: The government currently does not train the contractors, they do their own

OJT

77. In addition to the CAC, will personnel require a Public Trust clearance? If a Public Trust is required, what is the base average handle time to get the Public Trust clearance?

Answer to #77 above: National Agency Check is the clearance that is done and they are granted temporary clearance as soon as the application is turned into the security manager.

78. Appendix B, section C. ii “Staffing and Scheduling”, fourth bullet specifies “staffing after normal duty hours work, special occasion work, emergency work, peak workload periods, overlapping and simultaneous tasks”. Please clarify how often work will be required outside of the normal duty hours. Please clarify what constitutes “special occasion work”, “emergency work”, “peak workload periods”. How many after normal duty hours were required in 2015?

Answer to #78 above: None

79. Appendix B, section C. iv “Transition and Phase Out Plans” third bullet states “Service Provider will be given access to applicable Government facilities only after security clearances have been validated”. Please specify what type of security clearances are required for this solicitation.

Answer to #79 above: National Agency Check is the clearance that is done and they are granted temporary clearance as soon as the application is turned into the security manager.

80. How many man hours per year are there for mandatory training?

Answer to #80 above: Mandatory training is usually done during work hours. There is no "set aside" hours for training

81. Work load estimates show roughly 33,000 incoming calls per month. Can we get call volumes based on time of day for scheduling purposes for a typical and peak month?

Answer to #81 above: No

82. Is there any additional application training required outside of the PWS?

Answer to #82 above: Busiest hours are typically 0700 - 0900 and 1100 -1300

83. Does the contractor have admin/supervisor rights to the ACD? If no, how does the contractor assign agents to specific call queues?

Answer to #83 above: Not at this time, Most applications are taught with On the Job Training

84. Will the contractor personnel be housed in a central common facility or distributed throughout a campus?

Answer to #84 above: Central with the 1 IMC clerk located in the clinic

85. What is the total number of work stations that will be provided to the contractor?

Answer to #85 above: Up to 24

86. Are remote agents allowed, i.e. remote access to the systems but stationed off-site?

Answer to #86 above: No

87. Call Volume – Will a monthly call volume trend by day by hour be provided prior to proposal submission?

Answer to #87 above: No

88. Will a current staffing plan be provided prior to proposal submission?

Answer to #88 above: No. Offerors are required to provide their own staffing plan.