Attachment 7 - Customer Support Services RFI Responses.pdf

FA441725Q0014 QUESTIONS

1. Given the proposals are due in January, is it likely that the procurement office will aim to award this effort in March?

a. Tentative date of award is 01 March 2024. This is subject to change.

2. Is this estimated to be a five-year contract, with a base year and four one-year options?

a. Per the CLINS listed on page 3 of the SF-1449, this is a five-year contract with a one-year base period and four one-year options.

3. If this effort is a recompete, is it estimated to have a similar scope to the current contract?

a. This is a recompete. However, as requirements change over time, this requirement stands alone and should not be compared to previous efforts.

4. What is the award ID for the current contract?

a. FA441720P0118

5. Is this a recompete requirement? If so, what is the current contract's number?

a. See question #5

6. Is it the intent of the procurement office to award the recompete around the time of the expiration of the current contract?

a. The current contract expires on 31 March 2024. Tentative date of award is 01 March 2024. This is subject to change.

7. Would it be helpful to look at the current contract details (NAICS, value, set-aside, etc) to estimate possible contract details for the recompete?

a. This is a recompete. However, as requirements change over time, this requirement stands alone and should not be compared to previous efforts.

8. Is there any contractor currently performing this service?

a. Yes

9. If yes, would you kindly provide us with the Contract number?

a. See question #4

10. If no, would you kindly provide us with the latest Contract number that has performed this service or similar?

11. Would this work be considered Administration or Customer Service I, II or III?

a. Customer Service at varying levels depending on individual position responsibilities.

12. On the time due, is that Central Time or Eastern Time? The SF1449 did not specify.

a. Block 8 of the SF-1449 specifies local time. Hurlburt Field is in the Central Time Zone.

13. Are there incumbents on this contract? If so, what is contract number and incumbent contractor?

14. PWS Section 1.4 states that there are 5 RAPIDS Terminals that have to be supported. How many sites are there?

a. 1 - There are 5 RAPIDS terminals.

15. Are any of the terminals co-located? This info is needed to properly staff Site Security Managers.

a. No

16. What day should I send an email requesting the DoD Link sent to me so I can submit my proposal?

a. Attachment 4- Addendum to 52.212-1, General Instructions, Section F incorrectly states that the request should be sent no later than 15 January 2024. However, the correct date for DoD SAFE link request emails should be no later than 10 January 2024. An amendment will be issued to correct this.

17. Who is the incumbent, and what is the current contract number?

18. What is the historical number of personnel performing this effort?

a. Total: 8 (5 Contractors and 3 Military members) interchangeably

19. Based on PWS section 6.1.4, how often do emergency or special events occur?

a. These happen 15-20 times a year, occurring more often during the hurricane season.

20. Based on PWS section 1.5.1 – two security managers are required. Will the security managers utilize two of the terminals?

a. No

21. What is the policy for backfill coverage during illness, vacation times, or other reasons in which the key personnel may be absent?

a. We have military members trained and available to fill in their absence.

22. Is there an expected annual work hour for each position?

a. Contractor is responsible for staffing positions to meet workload estimates listed in Appendix 1 of the PWS.

23. The PWS doesn’t list particular qualifications preferred by the Government for the positions. Are there particular qualifications preferred or is it Contractor responsibility to determine?

a. The contractor shall provide two site security managers for each RAPIDS site who are responsible for activating all RAPIDS users and assigning roles for new and existing users; maintain and update local control of system security by adding and assigning Verifying Official (VO) and Super Verifying Official (SVO) roles to users; manage ID card stock and consumables; maintain necessary records for audit IAW RAPIDS/VO; and function as a VO. One SSM must be physically available on site at all times during RAPIDS operations.

24. Can the Government confirm there is one site location for these services as given in PWS 6.1.2?

a. Yes

b. PWS Section 6.1.2 - The Contractor shall perform the required support at

1SOFSS/FSPS located in Building 90210, (212 Lukasik Ave.) Hurlburt Field FL.

25. Can the Government confirm there is one site location for these services as given in PWS

6.1.2?

a. Yes

26. If so, can the Government confirm that 2 site security managers are required to support this one location?

27. The contractor will not be required to work during the listed holidays and Wing Family/Safety days. How many Wing Family/Safety days are expected each year?

a. Family Days: 11

28. Please verify all five RAPIDS workstations must be occupied daily.

29. Does the Government have a preferred wage determination job title for these positions?

a. See question #11

30. Attachment #3, Wage Determinations, cannot be opened; can the Government repost this attachment?

a. SCA Wage Determination 2015-4531 was reposted with Amendment 01. This information is also found on the SAM.gov website.

31. Is the contractor or the Government responsible for the cost of the SECRET security clearance?

a. The contractor awardee will be responsible for these costs.

32. Does the contractor need to have a Facility Security Clearance of Secret, or do just the

Personnel serving on the contract require Secret security clearance?

a. The contractor will need to have a Secret Facility Security Clearance and the personnel will need to have Secret security clearances.

33. Do all members in a Teaming arrangement require FCL Secret clearance? Specifically, if a team member has FCL, does the Prime also require FCL?

a. See question #32

34. Is the Military Personnel Flight or the 1st Special Operations Force Support Squadron the sponsoring agency for security clearances?

35. Is this an existing requirement or is this a new requirement?

36. If this is an existing effort; what is the prior contract award amount, name of incumbent, period of performance, to include the dates of the final option period exercised?

a. See question #4 for the contract number. The contract information is publicly available.

37. Is the current incumbent contract currently fully staffed with qualified personnel at all locations?

38. Does the current incumbent workforce meet all requirements specified in the PWS?

39. Do all of the incumbent personnel currently meet all of the adjudicated Secret Security

Clearance requirements?

a. Yes

40. Can proposed new hires work with an Interim Secret Security Clearance?

41. Please clarify which positions outlined in the PWS (SVO and VO) are designated as

SCA?

a. All positions on this contract are subject to SCA.

42. Which Occupation Code listed in the Department of Labor (DOL), Wage Determination

(WD) 2015-4531 apply to the SVO and VO positions?

a. See question #11

Subfactor 1: Staffing Plan "The Staffing Plan shall identify key personnel such as the Contract Manager and Alternate Contract Manager(s)."

43. Are the Contract Manager and Alternate Contract Manager the only Key Personnel positions required?

44. Are the Key Personnel positions identified on-site?

45. If so, is office space, desks, etc. provided for the Key Personnel positions identified?

Attachment 3 - Past Performance Questionnaire

46. Please confirm CPARS may be submitted to:

SrA Nashawna Browne - e-mail: nashawna.browne@us.af.mil Mrs. Amy Jenkins- e-mail: amy.jenkins.4@us.af.mil

a. That is correct

SEPERATELY AND IN LIEU OF ATTACHMENT 3 - PAST PERFORMANCE

QUESTIONNAIRES

47. Additionally, please confirm a copy of the CPARS may be submitted with the Offerors proposal in lieu of Attachment 3 - Past Performance Questionnaire.

a. CPARS may be submitted to substantiate past performance.

mailto:nashawna.browne@us.af.mil mailto:amy.jenkins.4@us.af.mil

48. The contractor shall provide Defense Enrollment Eligibility Reporting System (DEERS) for five (5) Real-time Personnel Identification System (RAPIDS) terminals at Hurlburt Field.

49. Please confirm the contractor is not required to provide the five (5) RAPIDS terminals, but the labor to operate them.

a. DMDC provides equipment, Contractor is responsible for maintaining existing equipment and signing for new equipment.

50. How many SSM, SVO, VO's (in totality and for each category) are currently staffing all requirements?

a. 3 SSMs, 1 SVO, 8 VO

51. Does DoD feel all duties are being handled with the appropriate efficiency at the current staffing level?

a. Yes

The contractor shall provide two site security managers for each RAPIDS site who are responsible for activating all RAPIDS users and assigning roles for new and existing users;

maintain and update local control of system security by adding and assigning Verifying Official (VO) and Super Verifying Official (SVO) roles to users; manage ID card stock and consumables;

maintain necessary records for audit IA W RAPIDSNO; and function as a VO. One SSM must be physically available on site at all times during RAPIDS operations.

52. Please confirm this requirement is for two (2) SSM's, at the one (1) site as specified in Section 6.1.2

53. Place of Performance, with five (5) terminals, as specified in Section 1.4 Customer Service

54. Please confirm SSM's are allowed to provide breaks, relief and fill-in for VO's as necessary

55. Please confirm SSM's allowed to provide breaks, relief and fill-in for SVO's as necessary?

56. Do SSM's perform services for customer while on duty, or only manage/supervise SVO and VO's?

a. 1 SSM is performing services and 1 is managing/supervising.

The contractor shall provide a minimum of one Super Verifying Official who will manage and examine the audit trails; train new VOs on RAPIDS workstation using RAPIDS training guide;

ensure that all VOs understand their responsibility to read and understand the "Message of the Day"; Download and install new RAPIDS software when instructed to do so; and verify the identity of VOs. SVO may also perform duties of a VO.

57. How many SVO's currently are on-site daily to ensure successful operations?

a. 1

58. Please confirm SVO's are allowed to provide breaks, relief and fill-in for VO's as necessary.

59. How many VO’s are currently on-site daily to ensure successful operations?

a. 8

60. Are SVO's and/or SSM's allowed to provide breaks, relief and fill-in for VO's as necessary, or are all VO's self-relieving for personal relief breaks/scheduled breaks and the lunch hour?

61. Do the VO's currently wear uniforms?

62. How many host RAPIDS sites are associated with this contract?

a. 1

63. How many subordinate remote sites are associated with this contract?

a. 0

64. Are the sites co-located in the Niceville/Hurlburt Area?

65. Is the Government Provided Training provided on-the-job?

66. Is this training accomplished during normal work billable hours or is it completed solely on contractor time?

a. Normal Hours

67. Do any hours during the business day have a higher volume of customers?

a. Yes.

68. What are the high-volume hours during operations?

a. 0730 – 0900 and 1100 - 1300

69. How often do Special Event Service occur during an average year?

a. 15-20

70. Is there any data available for the current contract regarding Special Event, Temporary

Additional Services, or Emergency hours?

71. Will training be provided to the potential candidates on how to use the software for these roles or do they need to already have experience?

72. Will there be equipment provided to the candidates (laptop, desktop, etc.)?

73. What the level of effort is?

a. This is not a level of effort contract. This is a firm fixed price contract with an estimated annual workload listed in Appendix 1 of the PWS. Mission completion is required.

Solicitation page 3, Supplies or Service & Prices or Costs. The solicitation includes a 12-month base period and four option periods of 12 months each. Executive Order 14055, Non- Displacement of Qualified Workers Under Service Contracts, goes back into effect on 12 February 2025. This requires contractors to provide the right of first refusal, including a minimum 10 business day offer acceptance period, to covered incumbent contractor personnel.

74. Can the Government verify that there will be a minimum 14 calendar day transition-in period between contract award and assumption of responsibility?

a. The intent of the Contracting Officer is to have this contract awarded no later than 01 March 2025 for a 01 April 2025 start date.

75. Can the government please provide the federal government equivalent rates for each labor category IAW 52.222-42, Statement of Equivalent Rates for Federal Hires (MAY 2014) (29 U.S.C. 206 and 41 U.S.C. chapter 67)?

a. In accordance with Executive Order 14026, all contracted federal employees for this contract are entitled to a minimum wage of $17.20 (effective as of 31 December 2024). This rate may go up on 01 January 2025. Please consult the latest E.O. update from the White House.

Reference Attachment 4, page 2, paragraph F. This section sates the text size shall be no less than 12 pitch.

76. Could the Government please confirm that Times New Roman 12-point font is acceptable?

a. Yes, Times New Roman 12-pt font is acceptable.

Reference Attachment 4, page 2, paragraph F. This section sates the text size shall be no less than 12 pitch.

77. Would the Government please consider allowing smaller font (e.g., Times New Roman 10-point font) in tables and graphics?

a. For use in tables and graphs only, the Government will accept no smaller than 10-pt font, readable to the average person without magnification.

Reference Attachment 4, page 2, paragraph F. This section states that offer shall be in 8 1/2” X 11” page.

78. Are landscaped pages permitted?

a. Yes, landscaped pages are permitted.

Reference Attachment 4, page 7, paragraph 6. This section states, “In lieu of a Past Performance Questionnaire, if a project is currently available in the Contractor Performance Assessment Reporting System (CPARS), the contractor should attach the evaluation to the questionnaire with the relevant solicitation number and submit directly to the 1st Special Operations Contracting Squadron office before the official closing date and time.”

79. Is it acceptable to include relevant CPARS as an appendix to Factor III – Past Performance or is this required to be a separate submission?

a. The correct location for submission of CPARS is in the Factor III Past Performance section of the offer. It may be included as an appendix. However, all page limitations still apply with appendix included.

Reference Attachment 4, page limitations.

80. Are offerors permitted to include a title page, table of contents, and list of abbreviations and acronyms outside of the page limits set forth for Factors II and III?

a. Page limits include all pages submitted.

Reference Attachment 4, page 8, section 2, Step One. This sections states, “Cover page will be reviewed…for completeness”.

81. Can the government please confirm that the “cover page” refers to the SF1449 included with Factor I – Price Submission?

a. Offerors may use the SF-1449 as a cover page for the Factor I submission in conjunction with the Attachment 6 Pricing Schedule.

Reference Attachment 4, page 4, Factor II, paragraph 2. This section states, “The Staffing Plan shall identify key personnel such as the contract manager and alternate contract manager(s)”.

82. Can the Government please confirm that it is up to the offeror to propose what positions are considered “key personnel” and what the appropriate minimum qualifications are for key positions?

a. See question #43

83. Will there be a phase in period for this effort prior to start of work or in the first weeks of the POP?

a. There is not a phase in period for this effort. If necessary, training will be provided by government personnel during the initial contract period.

Multiple questions were received regarding a lack of past performance for a new contractor looking to receive a government contract award. No past performance is considered neutral in nature and is not punitive to the offeror. Please see the Adjectival Rating table on page 14 of Attachment 4.