DRAFT FA8201-20-R-0007 Hill AFB ITCC Questions and Answers as of 13 May 2020.pdf

Draft FA8201-20-R-0007 Hill Air Force Base Information Technology Consolidated Contract (ITCC) Questions and Answers as of 13 May 2020

To ensure potential offerors (8(a) Prime companies) have access to the same information and documents related to Draft FA8201-20-R-0007 Hill AFB ITCC, all documents are posted on beta.SAM.gov, with the exception of the Attachment 2 Remedy. The number and size of the

Remedy Data poses an issue to process via beta.SAM.gov or email. Therefore, DoD Secure

Access File Exchange (SAFE) service can be used to exchange the data. For instructions to receive Remedy Data, reference Attachment 4 Section L Instructions to Offerors, paragraph

1.2.1.

Here’s a description of the documents on beta.SAM.gov related to Hill AFB ITCC acquisition.

1 NOTICE ID: FA820120R0007 Presolicitation. The FA8201-20-R-0007 Draft Hill

Air Force Base ITCC solicitation was posted 11 Feb 2020 with a 25 Feb 2020 response date. The government is seeking input regarding the draft FA8201-20-R-

0007 solicitation. The response date is changed from 26 Feb 2020 to 12 Mar 2020, 4:00 pm MST

2 The FA8201-20-R-0007 Draft Hill AFB ITCC solicitation is posted with the following attachments.

1.2.1 Draft FA820120-R-0007 Hill AFB Information Technology Consolidated solicitation

1.2.2 Attachment 1 PWS ITCC 12 Mar 2020

1.2.3 Attachment 2 Remedy Data as of 26 Feb 2020

Regardless of when the Remedy Data is downloaded/dropped off in SAFE, the exact data is dropped off to each recipient. The Remedy Data can be requested at any time during the draft solicitation or when the actual solicitation is posted. For the draft solicitation, the response date for receipt of questions, concerns, or input will not be changed based on when Remedy Data is received by the potential offeror. For the actual solicitation, when posted, the response date for receipt of proposals will not be changed based on when the Remedy Data is received by the potential offeror.

1.2.4 Attachment 3 ITCC TEP Matrix

1.2.5 Attachment 4 Section L Instructions to Offerors as of 12 Mar 2020

1.2.6 Attachment 5 Section M Evaluation as of 12 Mar 2020

1.2.7 Attachment 6 List of Attachments as of 12 Mar 2020

3 The FA8201-20-R-0007 Draft Hill AFB ITCC solicitation is posted with the following exhibits.

1.3.1 CDRL Z001 Monthly Status Report

1.3.2 CDRL Z002 Staff Roster

1.3.3 CDRL Z003 Orientation Plan

1.3.4 CDRL Z004 Safety Program Plan

4 Attachments in beta.SAM.gov. As of February 2020, beta.Sam.gov does not allow files/attachments to be deleted once posted. When a file/attachment is updated, the updated attachment will be posted on beta.SAM.gov with an effective date. For example, on 26 Feb 2020, Attachment 2 Remedy Data as of 26 Feb 2020 was posted to replace Attachment 2 Remedy Data. If there are multiple documents with the same attachment number (i.e., Attachment 2 Remedy Data, Attachment 2 Remedy Data as of 26 Feb 2020) the attachment with the later date is the current attachment. By not allowing the removal of attachments, the potential offeror can see the history of the updates in beta.SAM.gov. As of May 2020, beta.Sam.gov allows previously posted attachments to be removed.

5 beta.SAM.gov does not contain functionality for certain actions. For example, Synopsis is not an available function. Therefore, FA8201-20-R-0007 was updated on

26 Feb 2020 to provide notice of synopsis IAW FAR 5.201 and 5.203.

6 Potential offerors are encouraged to read the description of the notice to help identify the purpose of the notice. The description of FA8021-20-R-0007 in beta.SAM.gov is as follows:

FA8201-20-R-0007 Original 11 February 2020 posting purpose is to post the draft

FA8201-20-R-0007 Hill Air Force Base Information Technology Consolidated

Contract to enable potential offerors to provide input. Original response date 25

February 2020 has been changed to 12 March 2020 at 4:00 PM MST.

FA8201-20-R-0007 Update 26 February 2020 purpose is to post the notice of synopsis IAW FAR 5.201. The notice of synopsis includes a copy of the draft solicitation and all attachments. Response date has been updated to 12 March 2020 at

4:00 PM MST.

FA8201-20-R-0007 Update 12 March 2020 purpose is to post the Draft RFP ITCC

Questions and Answers (Q and A) as of 12 March 2020 (38 questions, 10 total pages). Posted updated Attachments 1, 4, 5 and 6. Response date 12 March 2020 has been changed from 12 March 2020 to 20 March 2020 at 4:00 PM MST.

FA8201-20-R-0007 Update 14 May 2020 purpose is to post the Draft RFP ITCC

Questions and Answers (Q and A) as of 13 May 2020 (95 questions, 23 pages). The

Draft RFP is no longer open for questions and no further updates to the Draft RFP will be made after 14 May 2020. The information in the Draft RFP will remain available in beta.SAM.gov until 17 June 2020. Although beta.Sam.gov requires a response date to be input to create the update, the Update 14 May 2020 does not require a response.

7 The potential offeror (8(a) Prime companies) shall address any questions, concerns or requests for clarification to the contracting officer at dawn.schmidt.1@us.af.mil and the contract specialist at bradley.conroy@us.af.mil. When appropriate, answers to questions and concerns will be made available to all potential offerors by posting the questions and answers on beta.SAM.gov. If a subcontractor of the 8(a) Prime has mailto:dawn.schmidt.1@us.af.mil mailto:bradley.conroy@us.af.mil questions or concerns, the potential offerors (8(a) Prime company) shall address the questions, concerns or requests for clarification.

8 NOTICE ID FA820120RITCC. FA8201-20-R-ITCC Hill Air Force Base

Information Technology Consolidated Contract (ITCC) Sources Sought was posted 7

Feb 2020 with the ITCC Industry Day Questions and Answers (Q and A) from the

22-24 Oct 2019 Industry Day. The purpose of the posting is to provide potential offerors the opportunity to have access to the ITCC Industry Day Q and A, the PWS and ITCC Briefing Slides.

When FA820120RITCC was posted, the beta.SAM.gov system did not allow selection of pre-solicitation and defaulted to Sources Sought. Although the notice type is Sources Sought, the government is not seeking additional information regarding potential sources due to the market research and the approved acquisition strategy as a competitive 8(a), Single Award, Firm-Fixed Price (FFP) Indefinite

Quantity Indefinite Delivery (IDIQ) contract.

9 FA820120RITCC is posted with the following attachments.

1.9.1 Industry Day Q and A 22 – 24 Oct 2019

1.9.2 Final ITCC Industry Day Briefing 22 Oct

1.9.3 PWS ITCC 6 Feb 2020

Q1. Can potential offerors meet one-on-one with contracting or the program office to discuss

FA8201-20-R-0007?

A1. No, Industry Day provided one-on-one meetings and additional one-on-one meetings will not be held. Information from Industry Day is available on beta.SAM.gov, reference paragraph 8 above.

Q2. Is there an incumbent on this contract? If so, please provide the incumbent name, current contract number, duration, historical level of effort, and value to the contract.

A2. For information regarding the current contract, reference FA8201-20-R-ITCC Industry Day

Briefing slide 24.

Q3. What are the examples of remote support software tools used by the government for this program?

A3. BMC Client Manager (BCM), specifically Remote desktop and Dameware.

Q4. What is surge regarding this requirement and how will surges be priced?

A4. A description of surge is provided in FA8201-20-R-ITCC Industry Day Q and A question

10. FA8201-20-R-ITCC Industry Day Q and A question 19 provides information regarding how surges will be dealt with.

Surges will not be priced using a separate Firm-Fixed Price (FFP) CLIN or a time and material

(T&M) contract type or pricing arrangement. Separate FFP task orders may be needed for additional support and would have a different Period of Performance (PoP). If the requirement in the separate task orders are needed on a continuing basis, the requirement would be rolled up into the Annual CLS TO.

Q5. Who is the vendor providing support to FSA right now?

A5. Hill Air Force Base, Zone 1, reference FA8201-20-R-ITCC Industry Day Briefing slide 30.

Q6. How many calls are received from FSA on a monthly basis?

A6. For monthly average of tickets, reference FA8201-20-R-ITCC Industry Day Briefing slide

29.

Q7. Will Remedy Data be provided and how do I get the Remedy Data?

A7. Yes, the Attachment 2 Remedy Data is provided via SAFE exchange. The instructions on

Attachment 2 Remedy Data have been updated with the following: to receive Remedy Data via

SAFE exchange, see instructions to request Remedy Data IAW Attachment 4 Section L

Instructions to Offerors, paragraph 1.2.1.

Q8. What is Remedy Data and the purpose of Remedy Data?

A8. Descriptions of Remedy Data and the Remedy ticketing system are described in ITCC

Industry Day Q and A questions 2, 8, and 31.

The use of Remedy Data to prepare proposals is at the discretion of potential offerors.

Q9. Will historical averages of all Remedy Data (tickets) and incident levels be provided to price out CST and CSD elements?

A9. Reference ITCC Industry Day Q and A question 31, 12 months of Remedy data will be provided with the draft Request for Proposal (RFP) to help potential offerors understand the different areas of the PWS (i.e., Program Manager, Consolidated Service Desk, etc). The

Remedy Data provided will include the date and time the ticket was created, what the issue was, the solution, and the date and time the ticket was closed.

The use of Remedy Data to prepare proposals is at the discretion of potential offerors. Pricing of

Technical Subfactors, including Subfactor One CSD Surge Scenario and Subfactor Three CST

Support, is not required.

Offerors are required to comply with FA8201-20-R-0007 Attachment 4 Section L Instructions to

Offerors and Attachment 5 Section M Evaluation and address all cost or pricing data in the Cost /

Price Proposal and Contract Documentation Volumes.

Q10. For the Attachment 4 Instructions paragraph 2.3.1 Subfactor One CSD Surge Scenario, will average number of tickets, level of incidents, and number of users (if possible) in which the

CSD services on a daily basis be provided?

A10. The Attachment 4 Instructions paragraph 2.3.1 Subfactor One CSD Surge Scenario provides information regarding surge information specific to the Subfactor.

Q11. Will labor categories be provided and where can I find them?

A11. Yes, labor categories are provided. Reference FA8201-20-R-0007 Attachment 3 ITCC

Total Evaluated Price (TEP) Matrix for labor categories.

Q12. Will the current incumbent labor categories and certification / classification of each required labor category be provided to accurately build a basis of estimate?

A12. No, the current incumbent labor categories will not be disclosed.

Reference Q11 and A11 for the labor categories provided and where the labor categories are located.

The PWS identifies required certifications including certifications and qualifications that are required to be completed at the time of award for the contractor to be qualified for award.

Offerors are required to comply with FA8201-20-R-0007 Attachment 4 Section L Instructions to

Q13. Will the government provide a breakdown of labor allocation (hours) and full-time equivalents by task area and required level of certifications as required (i.e., a basis of estimate the government would like for an offeror to develop price for the Scenario Efforts and other task areas)?

A13. No, the government is not providing a breakdown of labor allocation hours or full-time equivalents.

The PWS identifies required certifications including certifications and qualifications that are required to be completed at the time of award for the contractor to be qualified for award.

FA8201-20-R-0007 does not require the offeror to develop a price for scenarios or other task areas.

Offerors are required to comply with FA8201-20-R-0007 Attachment 4 Section L Instructions to

Q14. How will a fair and reasonable price be established and evaluated?

A14. Reference the following for Total Evaluated Price:

Attachment 4 Section L Instructions to Offerors paragraph 3.2 Total Evaluated Price (TEP)

Matrix Attachment 3.

Attachment 5 Section M Evaluation paragraph 3.4 Total Evaluated Price (TEP) Matrix

Attachment 3.

Q15. Can maintenance on Giant Voice be clarified?

A15. Reference Attachment 1 PWS paragraph 1.2.4, 1.7, and 2.1 Services Summary #13.

Q16. Can the government clarify PWS paragraph 1.3.1 Client Systems Technician (CST)

Support – End Devices and paragraph 1.3.4 Consolidated Service Desk (CSD)?

A16. Remedy tickets created for the Help Desk will be measured solely for the Help Desk metrics. Once the ticket is submitted to the Tier 2 Support (CST) the metric will start for CST.

The CST time will start once the ticket is assigned to the CST; the time the Help Desk uses will not impact the CST time. The tickets are separated using the Remedy system functions.

Q17. What is the quantity of NIPR vs SIPR devices?

A17. The PWS identifies the approximate number of items to be supported. For example, PWS paragraph 1.3.5 Printer Support identifies approximately 4,500 multi-function and desktop printers; the approximate numbers of printers is not broken out for the quantity of NIPR vs SIPR.

Reference PWS for approximate quantities of end devices. For example, PWS paragraph 1.3.1

Client Systems Technician Support – End Devices supports 19,000 NIPR and SIPR end devices;

the approximate number of end devices is not broken out for the quantity of NIPR vs SIPR.

SIPR devices are approximately less than 3 percent of total devices.

Q18. When the AFNET pushes an untested patch that affects the majority of Hill AFB users, how will resolution time accommodate increased workload?

A18. The metrics the contractor shall meet takes into account surge, an increase of call volume outside normal call volume, including an AFNET push that affects the majority of Hill AFB users. For example, PWS paragraph 1.3.4.2 Consolidated Service Desk (CSD) metrics requires the contractor to respond to all CSD customer calls and tickets for support with the objective of resolving 75% or more of the calls/tickets on first contact. The metric of 75% of incident calls must be resolved on first contact accommodates the increase call volume. The metrics the contractor shall meet have a built in failure rate (i.e., PWS para 1.3.4.2 is 75% vs 100%).

Q19. What is the performance metrics required for this effort?

A19. For performance metrics, reference PWS paragraph 2.0 Service Summary and paragraph

2.1 Service Summary Table.

Q20. When is the delivery of the Staff Roster required? The PWS paragraph 3.8 says to provide initial and updated staffing roster no later than 10 working days after award of contract, and no later than 5 working days after hire of a new employee. The CDRL Z002 says to provide initial list NLT 5 working days after contract award.

A20. The CDRL Z002 is updated to reflect the staff roster is required IAW PWS paragraph 3.8.

PWS paragraph 3.8 also states the Contractor shall provide updated lists as personnel changes occur within 5 business days. For example, if award is made on 15 Jan 2021, the staff roster is required NLT 1 Feb 2021 (10 working days after contract award). As new employees are hired, or changes in personnel are made, updated lists (updated staff roster) are required within 5 working/business days.

Q21. What are the required security clearances?

A21. The PWS identifies required security clearances including security clearances that are required to be complete at the time of award for the contractor to be qualified for award.

Q22. In Attachment 4 Section L Instructions paragraph 2.2 Technical Approach, in the

Technical Volume, address the scenarios, corporate experience, and capabilities and also provide evidence of meeting or exceeding the minimum requirements of each subfactor. What are examples of ‘evidence’ for each subfactor?

A22. The information provided in the offeror’s written technical proposal is the evidence of meeting or exceeding the minimum requirements of each subfactor. Reference Attachment 4

Section L Instructions paragraph 2.1.2 Format and Specific Content. The information in paragraphs 2.2 - 2.3 shall be provided in the written technical proposal and will be used to assess the proposed technical approach in accordance with Section M, Evaluation Factors for Award.

The written technical proposal shall address each of the following to describe the offeror’s proposed approach, methodologies, and capabilities in performing the requirements set forth in the subfactors.

Q23. In Attachment 5 Section M Evaluation paragraph 2.4.1 Subfactor One Consolidated

Service Desk (CSD) and paragraph 2.4.2 Subfactor Two Help Desk, is the CSD and Help Desk the same entity?

A23. Yes.

Q24. In Attachment 4 Section L Instructions paragraph 2.3.1 Subfactor One CSD Surge

Scenario, PWS paragraph 1.3.4.2, can calls answered be from the live Help Desk or can calls be answered by an automated messaging system?

A24. From the live Help Desk.

Q25. In PWS paragraph 1.3.1 Client Systems Technician (CST) Support – End Devices, what is the number of Voice over Internet Protocol (VoIP) end points, how many phones are being supported? Are all the phones VoIP?

A25. PWS paragraph 1.3.1 identifies the average workload for CST contractor support for approximately 19,000 NIPR and SIPR devices. The associated peripheral devices including

VoIP and Soft Internet Protocol (SIP) phones are included in the approximately 19,000 total.

The majority of phones are VoIP and SIP and the multiple brands and types of phones are not separately tracked.

Q26. Will the sign in sheet from Industry Day be posted or can I receive a copy of the sign in sheet?

A27. No, the sign in sheet will not be posted and copies will not be distributed to companies.

Q28. Can the acquisition strategy be changed to Women Owned Small Business set aside or

Small Business set aside?

A28. No, the approved acquisition strategy is competitive 8(a), Single Award, Firm-Fixed Price

(FFP) Indefinite Quantity Indefinite Delivery (IDIQ) contract.

Q29. Can a company arrange a one-on-one meeting with the requiring activity or contracting officer/specialist to discuss company abilities or the draft solicitation?

A29. No, we are no longer conducting one-on-one meetings. Reference ITCC Questions and

Answer Item 7. The potential offeror (8(a) Prime companies) shall address any questions, concerns or requests for clarification to the contracting officer at dawn.schmidt.1@us.af.mil and the contract specialist at bradley.conroy@us.af.mil. When appropriate, answers to questions and concerns will be made available to all potential offerors by posting the questions and answers on beta.SAM.gov. If a subcontractor of the 8(a) Prime has questions or concerns, the potential offerors (8(a) Prime company) shall address the questions, concerns or requests for clarification.

Q30. What is the age of the existing Giant Voice System? For the Giant Voice System, what are the requirements for enhancements to the voice intelligibility and upgrading the system for UFC compliance? What are the requirements for an indoor Mass Notification System?

A31. For Giant Voice requirements, reference Attachment 1 PWS paragraph 1.2.4, 1.7, and 2.1

Services Summary #13.

Q32. Can the government clarify Attachment 1 PWS para 1.2.7.1?

A32. Attachment 1 PWS has been updated as follows:

From

Paragraph 1.2.7 and 1.2.7.1 8570.01-M

To

Paragraph 1.2.7 and 1.2.7.1 DoDD 8140.01, DODM 8570.01, and AFMAN 17-1303

Q33. In PWS paragraph 1.2.4, the contractor shall provide their own transportation in performance of this contract. How will travel cost be reimbursed?

A33. Reference ITCC Industry Day Q and A question 41.

Q34. In PWS paragraph 1.2.4 vehicles shall have the capacity to pick-up and deliver required equipment, how many vehicles are required, are there special requirements for use of a lift/bucket truck, and how will the cost of the vehicles be covered?

A34. The offeror will determine the number of vehicles and type, if any. PWS paragraph 1.2.4 addresses historically, not mandatory, transportation has been satisfied with a large delivery van with approximate dimensions and equipped with a mechanical lift gate. Parking for one delivery vehicle is provided by the Government at Building 850, Hill AFB UT. For Giant Voice support, mailto:dawn.schmidt.1@us.af.mil mailto:bradley.conroy@us.af.mil approximately 10 of 40 stacks require use of a lift/bucket truck and historically, not mandatory, support has been satisfied with lease of a lift/bucket truck. Parking for a leased lift/bucket truck is not provided by the Government. Use of vehicles or lift bucket truck shall comply with the applicable laws, regulations, and policies while on base.

The contractor determines if cost of vehicle are direct or indirect cost based on how the contractor identifies the costs. Costs, including vehicle costs, are not deliverables and a separately priced contract line item for vehicle costs is not included in the contract.

Q35. What government furnished items, including vehicles, are being provided and what is the paragraph in the PWS for government furnished property or equipment?

A35. The ITCC requirement includes government property that is incidental to the place of performance, when the contract requires contractor personnel to be located on a Government site or installation, and when the property used by the contractor within the location remains accountable to the Government. Incidental property is not considered government furnished property or equipment. Therefore, the PWS does not include a paragraph regarding the government property or equipment.

Q36. If certifications are required to provide Giant Voice support, including certifications for

Whelen Mass Notification System, how are the costs of certification covered?

A36. The contractor determines if certification cost are direct or indirect cost based on how the contractor identifies the costs. Costs, including certification costs, are not deliverables and a separately priced contract line item for certification costs is not included in the contract.

Q37. What experience can be used for Attachment 4 Section L paragraph 2.3.4 Subfactor Four

Corporate Experience and Attachment 5 Section M Evaluation paragraph 2.4.4 Subfactor Four

Corporate Experience?

A37. Attachment 4 Section L Instructions Subfactor Four Corporate Experience paragraph 2.3.4 has been updated as follows:

From

The Offeror shall provide information regarding three (3) current or past examples of similar contracts to this requirement. The offeror shall provide examples of their overall corporate experience within the last 5 years in the areas below. Offeror shall address each element below;

however, offeror is not required to address all areas for each example.

To

The Offeror shall provide corporate experience information regarding three (3) current or past examples of similar contracts to this requirement. The three (3) current or past examples can include any contracts awarded to the 8(a) Prime within the last 5 years, awarded between 1

March 2015 and 29 February 2020. Offeror shall address each element below; however, offeror is not required to address all areas for each example.

Attachment 5 Section M Evaluation paragraph 2.4.4 Subfactor Four Corporate Experience has been updated as follows:

From

This subfactor is rated to the degree to which the offeror provides example(s) of previous and current contracts that show total users equal to Hill AFB and performance lasted more than four

(4) years. The rating will be based on the degree to which the contract examples are relevant to requirements of this solicitation as listed below;

To

This subfactor is rated to the degree to which the offeror provides current or past example(s) of contracts that show total users equal to Hill AFB and performance lasted up to (4) years. The rating will be based on the degree to which the contract examples are relevant to requirements of this solicitation as listed below;

Q38. Are there other changes to the Attachment 1 PWS as of 12 Mar 2020?

A38. Yes, PWS paragraph 3.10 Hours of operation was updated as follows:

From

Contractor personnel shall perform the services required under this contract between the hours of

0500 (5:00 am) through 1800 (6:00 pm), To

Contractor personnel shall perform the services required under this contract between the hours of

0500 (5:00 am) through 1700 (5:00 pm), Update 14 May 2020 Added questions 39 through 95

Q39. The solicitation was scheduled to be released in March 2020. What is the anticipated date of release?

A39. The RFP is estimated to be released after 13 May 2020, within the next week.

Q40. Are you anticipating few or many changes in the PWS from the draft to the final?

A40. Few

Q41. Are you still anticipating a best value award?

A41. Yes

Q42. What is the amount of time that will be provided from final release of RFP to submittal of response?

A42 Information on proposal submissions will be provided in the RFP.

Q43. How has the current contract performing as far as maintaining staff and managing the spending?

A43. For performance metrics required for this effort, reference PWS including paragraph 2.0

Service Summary and paragraph 2.1 Service Summary Table.

Q44. Will the government allow conversation with the PM or government leads?

A44. Industry Day provided one-on-one meetings and additional one-on-one meetings will not be held. Information from Industry Day is available on beta.SAM.gov, reference paragraph 8 above. See also A1 and A29.

Q45. PWS 1.2.4. Can the government provide the historical quantity of each type of vehicle

(delivery van, passenger vehicle/truck, and forklift, bucket lift) to be provided by the contractor?

A45. PWS 1.2.4 identifies historically, not mandatory, what vehicles were used to satisfy the requirement.

Q46. PWS 1.3.6. Expeditor. Can the government confirm the historical workload of this service, how many assets delivered per year? How many tickets per year?

A46. For information regarding the Expeditor support, reference FA8201-20-R-ITCC Industry

Day Briefing slide 35 and PWS paragraph 1.3.6.

Q47. PWS 1.3.6.1. Does the government provide forklifts for the IT Depot Warehouse or will these need to be contractor furnished?

A47. Yes, the government provides the forklift for the IT Depot Warehouse.

Q48. PWS 1.3.6.1. Can the government provide Addendum IV?

A48. Addendum IV has been removed from the PWS.

Q49. PWS 1.4 Server Admininistration Services. Can the government provide the quantity of servers and related components required to be maintained / managed by the contractor? Quantity of physical servers, web servers, and cloud servers? Can the government confirm if there are any disaster recovery or COOP requirements?

A49. For information regarding the Expeditor support, reference FA8201-20-R-ITCC Industry

Day Briefing slide 36 and PWS paragraph 1.4. The PWS is intentionally broad to allow for mission flexibility. The quantity is subject to change, amounts and type will change. The PWS paragraph 3.10 address requirements for contractor to respond to and support natural disaster, commitments up to and including a declared war that would generate increased mission requirements, and support of contingencies.

Q50. PWS 1.6 Unit Software Management Services. Can the government confirm if the contractor is responsible only for USLM duties within the 75ABW/SC, or are USMS required for all other tenants at Hill AFB?

A50. Yes, 75ABW/SC only. Reference PWS paragraph 1.6 Contractor USLM shall be accountable for all assigned software assets within 75ABW/SC.

Q51. PWS 3.10 Hours of operation. Can the government confirm if the hours of operation are for a Monday through Friday work week, or Monday through Sunday?

A51. Monday through Friday

Q52. Attachment 4 Section L paragraph 2.3.4 and Attachment 5 Section M paragraph 2.4.4.

Will the government allow submission of more than 3 examples of corporate experience?

A52. Yes.

Q53. Attachment 4 Section L paragraph 2.3.4 and Attachment 5 Section M paragraph 2.4.5, Will the government consider declaring that corporate experience examples do not count against the 30 page limitations of the Technical Volume.

A53. No.

Q54. Attachment 4 Section L paragraph 2.3.4 and Attachment 5 Section M paragraph 2.4.6.

Will the government provide more details regarding the format and details expected regarding the information we are to provide regarding our 3 corporate experience examples?

A54. Attachment 4 Section L paragraph 2.3.4 Subfactor Four Corporate Experience and

Attachment 5 Section M paragraph 2.4.4 Corporate Experience released with the RFP will provide the details regarding the information for corporate experience; additional information is not provided.

Q55. PWS 1.0. States "...Contractor shall be compliant with 75 ABW/SC and AFNet policy and standards…". To better align our response to the Government's operational environment, can the

Government provide access to these policies, standards, and/or other relevant governance?

A55. The policies and standards named in the PWS are available to the public.

Q56. PWS Section 1.1, Section 3.24 and Addendum III. The Government references several plans (Personnel Management Plan, Program Management Plan, Safety Program Plan, Orientation Plan) which are to be provided "…upon award…". Can the Government clarify their expectations for the delivery of these documents?

A56. The minimum guarantee order is the Post Award Conference with delivery of the CDRL

A004 Safety Program Plan. The Safety Program Plan is required prior to the commencement of work, reference Addendum III Safety Requirements and CDRL A004 Safety Program Plan. The

PWS and CDRLs describe the requirements for the plans and rosters. For example, PWS paragraph 1.1.1 Human Resource Management Plan and Personnel Management Plan, upon award, would be delivered during the orientation/transition period. The Orientation Plan shall be delivered IAW PWS 3.24 and CDRL A003 Orientation Plan during the orientation/transition period.

Q57. Section 3.24 and Addendum III. References states there will be a 30-60 day

Orientation/Transition period, and that the Safety Program Plan can be delivered "… After

Contract award and prior to commencement of work...". Can the Government confirm

Orientation/Transition period starts at the time of Award and ends at "...commencement of work..."; where as commencement of work is characterized by completion of all transition activities (as identified in Section 3.24) and beginning of contract execution under the responsibility of the new Prime? Can the Government confirm all plans identified in PWS as being required at "Award" are expected to be completed during the Orientation/Training period prior to "...commencement of work..."?

A57. The 30-60 day Orientation/Transition period will start upon period of performance start date of award of the Phase In/Transition Task Order. The Phase In/Transition Task Order is not a requirement to be proposed for this solicitation. The Phase In/Transition Task Order will be proposed during the Phase In/Transition Period during the orientation/transition period.

Reference A56 for delivery requirements of rosters and plans.

Q58. PWS Reference A) Section 1.3.4,; B) Section 1.5.3,; C) Section 1.7.3. Reference A delineates between an "incident" and "work order" and defines a work order as a "...new service or capability request...". References B and C address "new requirements" for Networks and Giant

Voice Perspective and mention role of the Technical Review board (TRB) in these requirements.

(There is no reference to new server requirements). Can the Government clarify whether the

"work orders" mentioned in Reference A include only new requirements associated with End-

User Hardware/Software/ Services (to include eTool and TAA)?

A58. Yes, the definition of work orders is for new requirements and requires creation of work-orders for end-user issues (computer, phone, network, or any other back shop required to assist the user). Server administration support for this contract does not require the set-up of new servers.

Q59. PWS Reference A) Section 1.3.4,; Reference B) Section 1.5.3,; and Reference C) Section

1.7.3, page 16. Reference A delineates between an "incident" and "work order" and defines a work order as a "...new service or capability request...". References B and C address "new requirements" for Networks and Giant Voice Perspective and mention role of the Technical

Review board (TRB) in these requirements. If the "work orders" identified in reference A are limited to just End-User Hardware/Software/ Services (to include eTool and TAA), can the

Government confirm whether these are solely for standard already approved requests which do not need TRB processing? Or if they go through some approval process before reaching the

CSD?

A59. The CSD only creates work orders and the back shops determine if the work order requires

TRB. There are work orders that do not require TRB.

Q60. PWS Reference A) Section 1.3.4,; Reference B) Section 1.5.3,; and Reference C) Section

1.7.3. Reference A delineates between an "incident" and "work order" and defines a work order as a "...new service or capability request...". References B and C address "new requirements" for

Networks and Giant Voice Perspective and mention role of the Technical Review board (TRB) in these requirements. If the "work orders" identified in reference A are limited to just End-User

Hardware/Software/ Services (to include eTool and TAA), can the Government confirm all new

Networks, Giant Voice, and Server requirements are assigned a ticket and clarify the ticket workflow? Specifically, do they pass through the CSD or go directly to functional sources of support?

A60. The CSD would only create work orders or incidents for network issues (i.e., port activation, phone issue). The CSD's primary function is first call resolution. Anything they cannot resolve, they should route to a back shop or other workbox in the AIS. Incidents and work orders for network, giant voice, and servers are entered other ways, such as, online AIS, CFP, by back shops, SCXP, Program Managers, etc.

Q61. PWS Reference A) Section 1.3.4,; Reference B) Section 1.5.3,; Reference C) Section

1.7.3,; Reference D) Section 1.3,; Reference E) Section 2.1. References indicate a potential difference in scope of support between End-User End-User Hardware/Software/ Services (to include eTool and TAA) and Network, Giant Voice, and Server functional areas. The End User functional area has metrics associated with completion of tickets involving incidents and new requirements (work orders), but the metrics for the other functional areas focus on response

(server), and PMIs (Network and Giant Voice). Can the Government clarify what metrics the

Contractor will be operating under during our response to incidents or new requirements regarding Network, Server, and Giant Talk services?

A61. Although Section 1.4 not listed in “column A” of the question - metrics include response time to received Work Orders and Incidents, amount of time Work Orders/Incident is open, or until to closed. Some Work Orders/Incidents may have several servers listed; these times may be averaged across the total number of systems.

Q62. PWS Reference Section 2.1. Reference lists metrics the Contractor will user to drive, measure, report, and adjust workforce behavior on this contract. Can the Government confirm if these metrics represent the level of service the 75ABW is expected to provide to their users through the accumulation of Government and contractor efforts and/or the service level expected from the Contractor?

A62. Metrics are based solely on the contractor performance, there is no government/contractor mixed metrics.

Q63. PWS Reference Section 2.1. Reference lists metrics the Contractor will use to drive, measure, report, and adjust workforce behavior on this contract. For tickets forwarded to functional areas under the responsibility of the Contractor, can the Government clarify whether the "clock" on these metrics start at the time the Contractor receives the request or the time they were received by CFP or any other applicable interface between the user and the contractor?

A63. The "clock" starts once the contractor has been notified by Remedy, not based on when the

CFP was notified.

Q64. PWS Reference Section 2.1. Reference lists metrics the Contractor will use to drive, measure, report, and adjust workforce behavior on this contract. If these metrics will be used to formally evaluate contractor performance, how will the Government account for failures to meet a metric which are outside the control or responsibility of the contractor? For example, waiting on user availability, changes in priority by the Government, Government driven resource levels, dependency on other support offices, funding for parts, etc.

A64. Metrics are designed with built in failure time, this is why no metric is 100%. Failure occurs. When circumstances outside of the contractors control occur the government is aware and considerate of those circumstances.

Q65. PWS Reference Section 1.3. Can the Government clarify the number of VIP network accounts they have across both all Networks? Can the Government clarify their process and criteria for being classified as a VIP?

A65. The numbers for VIP network accounts are not separately tracked. VIP network accounts include O‐6 or above, Command Chief, Group Commanders & Deputy Group Commanders, to include civilian equivalents.

Q66. PWS Reference Section 1.3.4.13. Reference (and other areas throughout the PWS) indicates the "priority" of a request is based on taking the "urgency" and "impact" classification from the user and applying this to a "priority" matrix to determine actual priority level of the ticket from a support perspective. As they have the same titles, can the Government confirm the urgency classification provided by the user and the final priority done based on the priority matrix are not the same things? The first being from the user perspective and the other being from the enterprise support perspective; with the latter being used to determine restoral/completion times and prioritization of work?

A66. The priority and urgency are the same. The CSD ultimately decides priority (critical, high, medium, low) based on the type of impact. The user does not determine priority. And yes, priority drives restoral/completion times and metrics are based on those times.

Q67. PWS Reference Section 1.3.4.13. Reference indicates the Contractor will be provided a

"priority matrix" to support triage of all support requests. Can the Government clarify how often this list is updated, who provides this matrix, and what the process is for resolving any conflicts in priority?

A67. The Communications Focal Point resolves any conflicts with priority. The matrix is based on AF Enterprise Service standards, and 75 ABW/SC leadership maintains and modifies, as needed. It rarely changes. It will be provided by the Government.

Q68. PWS Reference Section 1.3; Reference Section 1.3.4.9,; Reference Section 1.3.4.11,;

Reference Section 1.6.2. References mention CFP and the PWS includes other references to a shared support responsibility between the Government and the Contractor. Can the Government clarify the relationship between the Contractor and the CFP and contractor and any other sources of support?

A68. The CFP and Contractor depend on each other for flow of information. Hill AFB desires a relationship between all support entities that works towards a common goal of success. Success is derived from strong working relationship and cooperation. But, the contractor’s performance is measured independently.

Q69. PWS Reference Section 1.3.2,; Reference Section 1.3.3,. Reference states weekly maintenance checks are to be performed on all eTool clients located in eTool cabinets, as well as

TAA Kiosks. Are these physical or remote checks?

A69. These checks are a mixture of both.

Q70. PWS Reference Section 1.5.7.. Reference states "...Contract shall resolve wireless incident tickets within 24 hours…". As this equates to a High priority being applied, can the

Government confirm whether this response is for incidents involving a single user or the entire network infrastructure?

A70. Single use

Q71. PWS Reference Section 1.3.4 CSD. Can the government clarity the actual number of users and devices that need support relative to this contract. For example, PWS para 1.3.4 states

18,000 users and 24,000 devices. However, ITCC Draft FA820120R0007 document states

"Provide IT support services to approximately 24,000 Hill AFB personnel" (ref page 4

Requirements) and PWS para 1.3.1 states "19,000 NIPR/SIPR devices. What user and device numbers should we go by?

A71. The PWS identifies the approximate number of items to be supported. The approximate numbers in the PWS can be used. Also see A17 and A25.

Q72. Attachment 5 section 2.4.4. Please clarify past performance requirements. Will only those past performances that have had a duration of 4 years or more will be evaluated.

A72. Attachment 4 Section L paragraph 2.3.4 Subfactor Four Corporate Experience and

Attachment 5 Section M paragraph 2.4.4 Corporate Experience released with the RFP will not provided. See also A54.

Q73. How many FTEs support this effort?

A73. The government is not providing full-time equivalents. See also A13.

Q74. PWS Reference Section 3.8. Contractor Employees. “The Contractor shall maximize the use of cross-utilization of personnel and provide the Government initial and updated staffing rosters, including; Contractor employees’ names, cross-utilization metrics, security clearance status and position titles. (CDRL Z002).”

Given the “as needed” frequency requirement for CDRL Z002 Staff Roster, can the Government clarify the use of the Staff Roster to report metrics?

Given that CDRL Z002 makes no reference to metrics, could the Government describe the specific information it requires contractors to provide as “cross-utilization metrics”?

A74. Staffing Roster will not be used to measure metrics. As new employees are hired, or changes in personnel are made, updated lists (updated staff roster) are required within 5 working/business days. If cross utilization is used, the staff roster identifies the personnel that will be used for cross utilization and where they will be cross utilized. See also A20.

Q75. PWS Reference 1.3.3 Client Systems Technician Support for Time and Attendance

Kiosks. As written

“Resolution/Completion Time:

90% of all eTools tickets must be resolved/completed according to the time listed for each priority from ticket creation

Priority Time

Critical 4 Hours

High 1 Day

Medium 2 Days

Low 3 Days”

Is reference to eTools a cut and paste error?

A75. No, these are electronic tools used by the government.

Q76. PWS Reference 1.3.4. Consolidated Service Desk. Is there limiting factors to the number of CSD call service positions?

A76. No.

Q77. PWS Reference 3.10. Hours of operation. As written, “The hours of operation are subject to change and can be different for each area of operation. The Government will provide specific work hours for the Contractor upon request.” Will the government provide the required support hours by supported customer?

A77. PWS paragraph 3.10 addresses hours of operation. See also A38 and A51.

Q78. Attachment 4 Section L, 2.3.4. Sub factor Four Corporate Experience. Given the complexities in managing and executing a large IDIQ task order-based contract, will the

Government consider experience managing comparable IDIQ contracts among the relevancy and eligibility criteria for corporate performance?

A78. Attachment 4 Section L paragraph 2.3.4 Subfactor Four Corporate Experience and

Attachment 5 Section M paragraph 2.4.4 Corporate Experience released with the RFP will not provided. See also A54 and A72.

Q79. PWS Reference 1.3.1 Client Systems Technical Support, 1.3.4 Consolidated Service Desk.

Para 1.3.1 states there are approximately 19,000 NIPR and SIPR devices but para 1.3.4 states approximately 18,000 users and 24,000 end devices. Can the government provide the actual number of authorized users and end devices that this contract provides operations and maintenance support.

A79. The PWS identifies the approximate number of items to be supported. See also A17, A25, A71.

Q80. PWS Reference 1.3.4 Consolidated Service Desk. What version of Remedy is currently in use?

A80. The version of Remedy is subject to change.

Q81. PWS Reference 1.3.4 Consolidated Service Desk. Does the CSD have the ability to monitor the Hill AFB DoDIN infrastructure, if so what application do they use?

A81. The CSD does not monitor the infrastructure. That is taken care of by the Communications

Focal Point (CFP) and Network Management Personnel.

Q82. PWS Reference 3.10.1. The Contractor may be required to observe all energy days and/or other down days as directed by OO-ALC Center Commander and/or AFMC at no cost to the

Government. Can the government provide an average number of days they estimate for energy or down days?

A82. OO-ALC Center Commander down days are rare, exact number is unknown. The AFMC down days include approximately five per year.

Q83. PWS Reference 1.1 Program management. Will the government provide office space for the Contractor ITCC PM? If so, how much space will be provided?

A83. Yes, reference PWS 1.1 and FA8201-20-R-ITCC Industry Day Briefing slide 26.

Q84. PWS Reference 1.4. Server Administration. Is Assured Compliance Assessment Solution

(ACAS) the official scanning tool? If not what tools are they using to scan the infrastructure?

A84. ACAS is the official scanning tool.

Q85. PWS Reference 1.4. Server Administration. What is the tool used to push patches within the network? Do they use SCCM?

A85. SCCM is used, also use BMC Clint Management (BCM) on NIPR, and ESM (homegrown tool) on SIPR.

Q86. Will the government clarify the amount of FTEs expected for Help Desk?

A86. The government is not providing full-time equivalents and therefore, clarification of provided full-time equivalent amounts is not applicable. See also A13 and A73.

Q87. With the recommendations in place to help prevent the spread of COVID-19 including but not limited to washing hands, avoiding close contact with people who are sick and putting a distance between yourself and others (at least 6 feet), will the government consider modifying submission requirements to include an online submission?

A87. No. The recommendations of prevent the spread of COVID-19 can be adhered to in compliance of the Attachment 4 Section L Instructions to Offerors to be released with the RFP.

Q88. Will the government allow past corporate experience from subcontractors?

A88. Attachment 4 Section L paragraph 2.3.4 Subfactor Four Corporate Experience and

Attachment 5 Section M paragraph 2.4.4 Corporate Experience released with the RFP will not provided. See also A54 and A72.

Q89. Reference Attachment 4 Section L paragraph 2.3.4 Subfactor Four Corporate Experience and Attachment 5 Section M paragraph 2.4.4 Corporate Experience. Will the government lower the corporate experience of 8(a) Prime from 3 to 1 current or past examples?

A89. No. Attachment 4 Section L paragraph 2.3.4 Subfactor Four Corporate Experience and

Attachment 5 Section M paragraph 2.4.4 Corporate Experience released with the RFP will not provided.

Q90. Will the government use a T&M CLIN to meet unknown surge requirements or unknown requirements due to COVID-19? Under what set of circumstances might the Government consider this approach?

A90. No. Surges will not be priced using a separate Firm-Fixed Price (FFP) CLIN or a time and material (T&M) contract type or pricing arrangement. Separate FFP task orders may be needed for additional support and would have a different Period of Performance (PoP). If the requirement in the separate task orders are needed on a continuing basis, the requirement would be rolled up into the Annual CLS TO. If the unknown requirements are determined to be out of scope of this

IDIQ, the out of scope work will require a separate contract action. Also see A4.

Q91. Has the acquisition schedule signficantly shifted due to issues caused by COVID-19?

A91. No. March 2020 was the estimated release of the RFP and was adjusted to May 2020 to extend the Draft RFP to allow more time for industry to submit questions. With the exception of release of RFP in May 2020, the acquisition schedule has not significantly changed and the estimated award of January 2021 remains unchanged.

Q92. PWS Reference 1.7 Giant Voice. With Giant Voice as a new requirement, what are the government FTE expectations?

A92. The government is not providing full-time equivalents. The PWS including paragraph 1.7 addresses acceptable performance and how the performance to be measured to enable the contractor to propose delivery of the required services.

Q93. Are there additional changes to the 12 Mar 2020 version of Attachment 1 PWS?

A93. Yes, the PWS used during the draft RFP, Attachment 1 PWS ITCC 12 Mar 2020 has been revised. The PWS to be released with the RFP contains a few changes. The PWS to be released with the RFP is the PWS that is required to be used to prepare proposals in response to the RFP.

Q94. Can additional questions be submitted in regards to pre-solicitation notice FA8201-20-R-

0007?

A94. No. Pre-solicitation Notice FA8201-20-R-0007 Hill AFB ITCC includes the Industry Day information, Synopsis information, and Draft RFP FA8201-20-R-0007 information. Questions regarding the pre-solicitation notice received after 13 May 2020 will not be answered.

The Presolicitation Notice FA8201-20-R-0007 Hill AFB ITCC will remain visible on sam.BETA.gov at least through 17 June 2020 to allow access to the information. Offerors are reminded documents contained in the Pre-solicitation Notice should not be utilized to prepare proposals. For example, Draft FA8201-20-R-0007 Attachment 1 PWS ITCC 12 Mar 2020 should not be used to prepare the RFP. The use of Attachment 2 Remedy Data to prepare proposals is at the discretion of potential offerors.

Q95. What is the difference in the CDRLs numbered Z001 with Draft RFP and…