Q ARound229Feb08.xls
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- FA4452-08-R-0006
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Q A Round 2
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Sheet1
| 18-Feb-08 | |||
| Reference | Questions | Gov Response | |
| 1 | What is/are the Configuration Management Log systems currently being used? | The system that is used for the library is called CMLTS (Configuration |
Management Library Tracking System). It is an access database system build by the government.
| 2 | What are the monitoring tools used by the system? | Most systems have NetIQ, all are provided by the government |
| 3 | Please provide a comprehensive description of each system’s architecture. | New Appendix 19 |
| 4 | What is the current Automatic Call Distribution (ACD) system? | Added to PWS: "Automated Call Distribution (ACD) System enables the customer to reach the party to whom they wish to speak to in a timely manner. It improves the quality and reliability of calls received by the customer service center. |
The Call Center Management Information System (CCMIS) helps to manage groups of agents effectively. The Call Center ACD function is augmented with a full set of supervisory features, to include advanced Management Information Systems (MIS) that provide both near real-time screens and historical reports. CCMIS generates both near real-time displays and historical reports of agent and group performance. This specialized software provides agent and group performance monitor screens, historical archiving and reports, load management capabilities, and profile maintenance.
The CCMIS is a critical component of the overall ACD system in that it is able to provide detailed reports of call center activities. ACD reporting and displays enable the call center manager to adjust the level of service on an ongoing basis as well as provide printed " in appendix 17reports on agent, line, and system activity that help staff management achieve the service level objectives. CCMIS is the software controlling the database, reports, and administration of the ACD System
| 5 | Could the government please provide the complete equipment list? Providing a complete and accurate equipment list will ensure that all systems are considered as the offerors prepare their respective bids, thus lowering the risk of critical systems not being accounted for - thereby reducing the risk of mission impacts. | The equipment list provided is all that will be provided at this time, until inventory is done following contract award. | |
| 6 | Section 1.6, Help Desk -Page C1-6 | Does the government and/or the incumbent workforce have concerns regarding transitioning into a 24/7 operation? A 24/7 operation may not align with the MEO’s current work schedules. | Since we are combining 7 contracts some things are changing from the way the MEO does it today. Basically work is being added…this is one example. |
| 7 | Within the PWS, sections 1.5.1.1 and 1.6.1 both reference password reset. In Appendix 7, GDSS is marked as "No" for 1.5.1.1, but "Yes" for 1.6.1. The only areas in Appendix 1 that may address the account reset are shown below: | The information in Appendix 7 is accurate now. | |
| · Number of customer requests for account creations and modifications - normal period | A) Are service providers to assume there is no password reset work for GDSS since the workload is N/A in Appendix 1? | Added to Appendix 1 | |
| · Number of customer requests for account creations and modifications - surge period | B) If there is password reset work, could the Government please provide the workload data associated with this task, and is the workload properly identified for all systems (GATES, CAMPS, ACFP, etc)? | Added to Appendix 1 | |
| 8 | Q&A’s posted on 15 February 2008 | When will answers be provided to those questions with “Answer Pending” as the Government response in the Q&A’s posted on 15 February 2008 and which remain unanswered in the PWS posted 25 February 2008, specifically numbers 13, 17, 34, 37, 38, 52, 79, and 99 (first occurrence on worksheet line 121). | All pending questions have been addressed |
| 9 | Q&A’s posted on 15 February 2008, Question 56: Section Appendix 1, Page unnumbered, Table Row GDSS System Specific “Number of Hardware/Software Upgrades” Table Column “Wkld Vol” – and – Section Appendix 7, Page unnumbered, Table Row “1.5.2.2 Hardware & Software Upgrades” and next four subordinate rows, Table Columns “GDSS”; Question: Which appendix is correct? Appendix 1 states workload is not applicable (N/A); Appendix 7 states the task applies to GDSS; Government Response: Appendix 7 has been corrected | There were no changes to either Appendix 1 or Appendix 7 related to this question, so this question remains open. | There will be in the next version. Appendices 1 & 7 should match up now. |
| 10 | Q&A’s posted on 15 February 2008, Question 61: Section Appendix 1, Page unnumbered, Table Row COINS System Specific “Number of hardware assets inventoried and documented”, Table Column “Wkld Vol” – and – Section Appendix 7, Page unnumbered, Table Row “Receive, document and maintain EC inventory for assigned assets IAW Program Support”, Table Column “COINS”; Question: Which appendix is correct: Appendix 1 provides workload data; Appendix 7 states the task does not apply to COINS?; Government Response: Appendix 7 has been corrected. | There were no changes to either Appendix 1 or Appendix 7 related to this question, so this question remains open. | See previous comment |
| 11 | Q&As posted on 15 February 2008, Question 64, Section Appendix 1, Page unnumbered, Various Systems’ Tables – and – Section Appendix 7, Page unnumbered, Table Row “1.5.2 SA Maintenance” and next fourteen subordinate tasks, Various Table Columns; Question: What is the workload associated with the referenced Service Names in Appendix 7 for all systems to which the tasks apply?; Government Response: System Admin Maintenance in App 7 is included in workload est. in System Admin. categories in App 1. | There is no “Work-unit Name” in Appendix 1, “Commercial Activity” 3-Systems Administration which can be construed as applying to Appendix 7 Table Row “Perform metrics analysis” which was one of the items referenced in the original question. Will the Government provide this workload? | Fixed |
| 12 | 1. Q&As posted on 15 February 2008, Question 68, Section Appendix 1, Page unnumbered, All Systems’ Tables – and – Section Appendix 7, Page unnumbered, Table Row “1.6.1 Customer Support” and next seven subordinate rows, All Table Columns; Question: What is the workload associated with the referenced Service Names in Appendix 7 for all systems to which the tasks apply?; Government Response: Customer support in App 7 is included in workload est. in System Admin., Customer Request for Account Modifications in App 1. | The “Work-unit Name” referenced in the Government Response shows “N/A” for GDSS. Based on the C2 Remedy statistics the incumbent’s historical workload averages 8,900 password resets/unlocks per month for GDSS, a significant workload offerors cannot include in their FFP calculations if the data is not in the PWS. Will the Government provide this workload? | This information has been updated with all the current workload estimates |
| 13 | 1. Q&A’s posted on 15 February 2008, Question 80, Section Appendix 8, Page unnumbered, Paragraphs All; Question: How many personnel are presumed to be required to travel on each trip? What is the duration of travel for each trip? What type of support (system administration, database administration, etc.) is required for each trip?; Government Response: 375 reworking Appendix 8 (Travel) to specify travel purpose, duration, and frequency | The Government response in the form of modifications to Appendix 8 and additions to Appendix 1 Workload did not provide the information required to accurately compute travel burden in terms of personnel costs. Without destinations or approximate travel times (which contribute to overtime burden), trip durations, the number of personnel required to travel or indications of required skill sets (System Analysts, System Administrators, or Database Administrators); or a more precise trip purpose than “system maintenance” as supplied in Appendix 1 updates, we cannot adequately compute staffing levels required to support both TDY and onsite operations. Example: Appendix 1 CAMPS workload entry “Number of man hours on system maintenance (OCONUS locations only)” is 600 hours/per trip. Is this 1 person for 600 hours (although not likely at Appendix 8 cost of $4K per person), 10 people at 60 hours each, more reasonable at $4K, or some other number in between? Will the requirement be clarified? | The government will not dictate the number of people it takes to perform the work in the PWS. This is up to each bidder to determine and submit in their proposals. |
| 14 | Q&A’s posted on 15 February 2008, Question 81, Section Appendix 8, Page unnumbered, GCCS “Budget for approximately 14 trips per year to 13 CONUS sites at $2,000 per person”; Question: Is this 14 trips per year to each of 13 locations (182 trips) or total of 14 trips per year?; Government Response: 375 reworking Appendix 8 (Travel) to specify travel purpose, duration, and frequency | The Government did not provide a response to this question in the modifications to Appendix 8. Will the requirement be clarified? | It is 14 trips total to 13 possible locations at $2000 per person. |
| PWS Dated 20 Feb 2008 | |||
| 15 | Section C-1, Page C1-3, Paragraph 1.4.1. Inventory Control, added sentence “The Service Provider shall have personnel with valid government driver’s licenses.” | This is an unqualified imperative; please clarify this is a mandatory personnel qualification statement only if the Service Provider desires to use a government vehicle in conjunction with inventory disposal. | It is mandatory if any personnel will be using the Government Owned Vehicle (GOV). GOV use is not required. |
| The added sentence addresses disposal but not new equipment transportation; will a government vehicle be available for pick-up and delivery of new equipment? | GOV can be used if needed, as long as requirements are met as outline in answer to question 7 of the 15 Feb 08 comments. | ||
| 16 | Section C-1, Page C1-5, Paragraph 1.5.2.2. Hardware & Software Upgrades, added sentence “The Service Provider shall be responsible for configuration of workstations only.” | Please clarify this statement. Is the service provider not to be responsible for configurations of any devices other than workstations? | They are responsible for all CM work outlined in the PWS |
| 17 | Section C-2, Page C2-3, Table Row “Accurate documentation, routing and resolution of customers’ request”, Table Column “Performance Threshold”: No more than 2% of customer’s requests require rework due to Service Provider Error and to the appropriate work center/activity for resolution within 15 minutes of notification. | Please clarify the phrase “ … and to the appropriate work center/activity … ” | This means routing the rework to the appropriate workcenter/activity that is performing the work. The workcenter will vary based on what the issue is and how the bidder chooses to organize themselves. This may also mean elevation to another workcenter outside of the contractor |
| Please clarify the distinction between this Performance Threshold’s assumed requirement to route/elevate “to the appropriate work center/activity” and the next Performance Threshold’s requirement to “ … elevate the request to the appropriate work center/activity … ”. | There is no distinction between the two requirements. Every customer issue will require different workcenters/activities to resolve. | ||
| 18 | Section C-2, Page C2-3, Table Row “Customers receive the correct answers and assistance to their issues in a timely fashion”, 2nd occurrence, Table Column “Performance Threshold”: When customer request can not be resolved at the help desk, the Service Provider shall elevate the request to the appropriate work center/activity IAW Appendix 12, “System Specific Outage Thresholds” timelines 100% of the time for technical issues. | The relevance of Appendix 12, System Specific Outage Thresholds, which deals with Operational Reporting criteria, to customers’ requests for assistance is unclear. The majority of customers’ requests, even on technical issues, are not tied to system outages. Will the Government provide the actual threshold for this requirement or clarify the reference? | Elevation is required if it moves beyond the scope. |
| 19 | Section C-2, Page C2-3, Table Row “Timely response to AMC/A3, A4, Defense Courier System (DCS) functionals, and/or Water Ports Systems (WPS) high priority requests to change data inputs” | PWS Appendix 7 now states Service Name 1.6.2 Data Administration applies only to ACFP and ASIFICS. Are DCS and WPS functionals customers of these systems? | Go off of what Appendix 7 states. |
| 20 | Section C-4, Page C4-4, Paragraph 4.4.3. Measuring Customer Satisfaction. | This paragraph is overly prescriptive and cost prohibitive. Implementing a methodology of “Customer satisfaction surveys for each performance objective” would lead to numerous surveys aimed at extremely focused customer groups. Suggest the Service Provider be allowed to submit a methodology which measures customer satisfaction in each of the major functional areas rather than each “performance objective”. | The government would like to use surveys to measure customer satisfaction. |
| 21 | Section C-4, Page C4-6, Paragraph 4.5.2.1 | As currently stated this prohibits Service Provider personnel from unlocking areas for access by private sector individuals “engaged in performance of authorized work requirements” i.e. Sun technicians performing warranty work on supported equipment. Recommend rewording the paragraph or indicating with whom the Service Provider must coordinate to grant access to these individuals. | If an issue does exist, it can be resolved after contract award. |
| 22 | Section C-4, Page C4-7, Table embedded in Paragraph 4.6.1 | For consistency within the table, add "on-call after duty hours" where on-call is required Monday - Friday (see VPN and Data Administration.) | Updated |
| 23 | Section C-4, Page, Paragraph 4.8 , “All other replacement employees will be trained at the Service Provider’s expense.” | Recommend this sentence be removed. The training courses listed in paragraphs 4.8.1 through 4.8.5 are developed and administered by the Government and must be taken by both initial and replacement employees performing the prescribed duties or accessing government systems. | Changed the sentence to: "All other replacement employees will be trained at the Service Provider's expense, other than training outlined in paragraphs 4.8.4 and 4.8.5." |
| 24 | C-4, PageC4-9, Paragraph 4.11.1.1 | Reword paragraph. Remove references to "new Service Provider” and “Government work-force.” As stated you could conclude the new Service Provider will not be a Government work-force. Reword more in line with paragraph 4.11.1.2 using the terms "existing workforce" and "Service Provider". | These terms make the information easier to follow and will remain in the next verison of the PWS. |
| 25 | Section C-4, Page C4-9, Paragraph 4.11.1.1, “The new Service Provider shall provide qualified personnel to fully staff each FA in order to observe, interface, and work with the incumbent Government work-force.” | This statement is contradictory to statements in paragraphs 4.11 and 4.11.1. Please clarify: does the Government intend for the Service Provider to be at 100% manning at the start of the phase-in period? | No |
| 26 | Section C-4, Page C4-11/12, Paragraph 4.14, “ … referenced directives, regulations, manuals, pamphlets, technical orders, instructions and other guidance.” | Define the term "other guidance" Does this term include significant changes in hardware requiring additional manpower and a subsequent change to the contract? | This information cannot be provided at this time. The most up to date information available in all areas is in the latest version of the PWS. |
| 27 | Section Appendix 7, Pages unnumbered, “Service Names” versus Appendix 1, “Work-unit Name”. | Will the Government consider providing workload data based on the Service Names used in Appendix 7? | Appendix 1 and 7 have been matched up now |
| 28 | Section Appendix 1, Pages unnumbered, Various Tables (CAMPS/GATES/GCCS System Specific), Added Table Rows for man hours expended in CONUS/OCONUS maintenance activities. | Do the numbers of hours provided in “Wkld Vol” include travel time? | This is just workload |
| 29 | Section Appendix 7, Page unnumbered, Table Row “Maintain and report metrics as directed by Government”, Table Column “ASIFICS” | Table entry is “Yes”, however no Configuration Management tasks identified for ASIFICS. What metrics will the Service Provider be maintaining and reporting? | They have been added to the PWS. |
| 30 | Section Appendix 7, Table Column “ASIFICS” – and - Section Appendix 1, Page unnumbered, Table “ASIFICS System Specific | The only workload data provided for ASIFICS is in the commercial activity “Technical Help Desk” yet Appendix 7 identifies ASIFICS tasks in Configuration Management, Systems Administration, Help Desk, Data Administration, and Database Monitoring. Which appendix is correct? | More workload data has been added for all systems. |
| 31 | Section Appendix 7, Page Unnumbered, Table Row “Maintain currency of Government provided manuals, Blue Book and data dictionary” | Does workload data in Appendix 1 with Work-Unit Name “Number of new operational documents received from PMO” apply to all Appendix 7 Service Names associated with “1.4.2.2. Document Control”? If no, will the Government provide this workload? If yes, why not provide only one Appendix 7 Service Name “Receive and maintain new operational documents received from PMO” to eliminate confusion? | Yes |
| 32 | Section Appendix 7, Page unnumbered, Table Row “1.5.1.2 Network Access” and next nine subordinate rows | Referenced Service Names are a mixture of direct customer support, system monitoring, and system maintenance actions. There is no associated workload in Appendix 1. What is the workload associated with the referenced Service Names? | Appendix 1 and 7 have been matched up now |
| 33 | Section Appendix 7, Page Unnumbered, Table Row “Trouble ticket creation” – and - Section C-1, Page C1-6, Paragraph 1.6 Help Desk, “Customer requests come from various sources e.g. e-mail, classified and unclassified telephone and walk-in. As part of Help Desk support, the Service Provider shall provide customer support, and trouble ticket tracking.” | There is no “Work-unit Name” in Appendix 1, “Commercial Activity” 2‑Technical Help Desk for Appendix 7 Service Name “Trouble ticket creation”. Based on the C2 Remedy statistics the incumbent’s historical workload averages 14,181 trouble tickets created per month. The addition of systems to the PWS will increase this workload. Without workload data in the PWS, offerors cannot include this workload in their FFP calculations. Will the Government provide this workload? | Fixed |
| There is no workload in Appendix 1 for incoming or outgoing telephone calls. Based on ACD statistics the incumbent’s historical workload averages 10,000+ incoming and 12,000+ outgoing help desk telephone calls per month. The addition of systems to the PWS will increase this workload. Without workload data in the PWS, offerors cannot include this workload in their FFP calculations. Additionally, in Section C-2 the Government is requesting the offerors “propose industry best practices for speed to answer rate, level 1 resolution rate, and trouble call resolution rate.” Workload is required to propose these standards and to present a staffing plan capable of meeting the proposed standards. Will the Government provide this workload? | All the workload combined equates to the phone calls. Putting phone calls in would be duplicate information since the workload is presented by category. Phone calls always generate a workload of some kind and that should be reflected in the categories seen in Appendix 1. |
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