Amend_0001_19R0036_Call_Center_Qs_and_As.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1. CONTRACT ID CODE PAGE OF PAGES 1 6

2. AMENDMENT/MODIFICATION NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (If applicable)

0001 2019 OCT 18

6. ISSUED BY CODE 7. ADMINISTERED BY (If other than Item 6) CODE

COMMANDER NAVY INSTALLATIONS COMMAND

NAF ACQUISITIONS BRANCH N945

5720 INTEGRITY DRIVE, BLDG 457

MILLINGTON, TN 38055-6500

POC: James Pritchard/james.i.pritchard@navy.mil

(901) 874-6879

SAME AS BLOCK 6

8. NAME AND ADDRESS OF CONTRACTOR No., street, county, State and ZIP Code) X 9A. AMENDMENT OF SOLICITATION NO.

Prospective Offers’

HDQMWR-19-R-0036

9B. DATED (SEE ITEM 11)

2019 SEPT 30

Modification of Contract/Order

10B. DATED (SEE ITEM 13)

CODE FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers 10/31/19@ 12:00 p.m. CST is extended, is not ext-.

Ended

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning One (1) copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. Accounting and Appropriation Data (if required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACT/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF CNICINST 7043.1.

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return 1 copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

The purpose of this amendment is as follows:

1. Questions and Answers are attached in the following pages.

2. The Contracting Officer has changed from Peggy Baysingar to James Pritchard.

3. All other items remain unchanged.

15A. NAME AND TITLE OF SIGNER (Type or print) 16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

15B. CONTRACTOR/OFFEROR 15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 16C. DATE SIGNED

BY

(Signature of person authorized to sign) (Signature of Contracting Officer)

NSN 7540-01-152-8070

PREVIOUS EDITION UNUSABLE

30-105 STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

AMENDMENT 0001 | HDQMWR-19-R-0036

QUESTIONS/ANSWERS

AMENDMENT 0001 | HDQMWR-19-R-0036 QUESTIONS AND ANSWERS

Numb er Question CNIC Answer/Comments

1 Who is the current incumbent and what is the contract number? Immersion Hospitality

2 What is the total obligated budget for the current contract and the total contract value over the full contract term? $11,927,769.76 (Base + 3 OYs)

Can you provide us with the call arrival/distribution pattern/volumes for dayshift, evenings, night shifts, and weekends? Refer to the RFP, Section B CLIN Structure and Section C -5.5.2

How many customer service representative does the incumbent have supporting the existing call arrival volume for each shifts and weekends? Determination will need to be made by prospective offeror

5 How many managers, supervisors, and team leads from the current contractor supporting the program? Determination will need to be made by prospective offeror

6 Is the Navy open to additional communication channels in support of this project such as webchat or texting? Not at this time

What is the estimated percentage or average numbers per month or year of live agent calls that are English, Spanish, and other language against the total calls received? All agents shall English speaking

Is the cost for the National Agency Check and Inquiries clearance reimbursed to the contractor? After the person is cleared and hired? No

9 What is the level of security clearance will the customer service representative have to access the VA system?

National Agency Check with Inquiries (NACI) and U.S. Citizenship

Is the Navy opened for a blended model to support the operations between our call center facilities in the US and Manila Philippines? To reduce/mitigate some of the costing for the government. No, the call center operation shall be completely based in the U.S.

11 What is the current volume of outbound customer care and reservations calls per month?

Average call projections listed in RFP on page 7 of 58

Are outbound calls counted on the pricing table in the call answered counts? If, not how/where are they counted from? They are included in the count.

13 Can you provide us a copy of any existing prerecorded scripts or documented messages and FAQ's? Call scripts included in RFP. Recorded promos change periodically and are typically 3-4 sentences. Contractor must provide voice to record.

On page 6 item H states that 20% of overall monitored calls shall be reviewed for quality assurance. Please define a monitored call. A call center supervisor will randomly listen to calls to ensure contract requirements are met. The NAFI will also conduct periodic mystery calls.

15 Would the contractor have access to the GFE system reports for overall reporting requirements?

The NAFI will send the contractor booking reports (e.g.

confirmed/modified/cancelled reservations attached to the call center sales channel). The contractor is responsible for issuing reports based on contractor provided phone system (e.g. call answers, average hold time, etc).

Is there any expected future changes in the system/program that may affect the SLA's or may impact the volume of calls?

Possible privatization of military lodging may decrease number of properties/call volume.

Are there special software requirements by the contractor? e.g. including merchant account set-up for payments, CRM, etc.

The contractor is responsible for providing a call center phone system to handle the call tree/phone switch, voice promos during hold time, and tracking call volume by hotel brand (NGIS/NG). The call center will not be taking payments. The call center is expected to capture this information in the NAFI provided reservation system.

18 Please reconfirm the due date for this procurement by providing it in response to answers to questions. Ref RFP page 1, Box 9

19 Why has this bid been released at this time? NAFI is near end of current call center service contract.

Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. Level of satisfaction is high

21 Has the current contract gone full term? The current contract is in OY3 quickly approaching OY4

22 Have all options to extend the current contract been exercised? The current contract is in OY3 quickly approaching OY4

23 Who is the incumbent, and how long has the incumbent been providing the requested services? Immersion since 2015

24 How are fees currently being billed by any incumbent(s), by category, and at what rates? Invoices will be sent to COR as outlined in Section G.2 of this RFP

25 What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Reference Question #2

Please provide a complete list of the means of inbound and outbound communication the call center must accommodate.

The NAFI will provide access to reservation system. The contractor is to provide full call center system for in and outbound call capability and tracking.

Is previous experience with any specific customer information systems, phone systems, or software required? Call center service/system is required.

28 What is the minimum required total call capacity? Call projections in RFP list requirements.

29 What is the minimum simultaneous inbound call capacity? NAFI doesn't mandate a minimum simultaneous in bound call capacity as long as queue, hold, and/or call time contracted standard is met.

30 What is the maximum wait time? Answer all in-bound calls within the first ring (may be a call tree recording to provide guest with options to route call). Ensure queue time (before agent answers call) is less than 4 minutes.

31 What is the maximum hold time? Answer all in-bound calls within the first ring (may be a call tree recording to provide guest with options to route call). Ensure queue time (before agent answers call) is less than 4 minutes.

32 What percentage of inbound calls must be answered by a live operator? 100%. Calls dropped on the guest's end is exempt.

33 What percentage of calls must be resolved without a transfer, second call, or a return call? 100%

34 What is the maximum percentage of calls that can be terminated by the caller without resolution?

There is not a maximum percentage of calls that can be terminated/ended on the guest/caller side.

35 Is there a minimum or maximum number of operators and supervisors?

NAFI does not set number as long as contract requirements are met (e.g.

queue, call, and/or hold times).

36 What are the call center's hours of operation? 24/7/365 37 What are the required language options? English

38 What is the required degree of dedication for the call center? 24/7/365

39 What is the required degree of dedication for the operators? Shift option coverage for requirement of 24/7/365

Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?

Yes, a call tree/pre-recorded message with options to route the call will be used prior to connecting to a live operator.

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained? Recordings of calls will need to be maintained for a minimum of 90 days

42 What are the recording and storage requirements for non-phone communications? Email communications must be maintained for contract year.

What information is to be included in call logs?

Calls received, calls answered, call backs, abandoned calls, and abandoned %, average wait time, average call time by program (NGIS/NG) and totaled for entire operation. Group booking information will need to be reported by: calls received, calls answered, call backs, abandoned calls, average wait time, average call time. This will need to be provided monthly as well as a yearly report.

44 What was your average monthly call volume over the past year? Average call projections listed in RFP

45 What is the current number of seats for operators and supervisors at your existing call center? Answered previously - Redundant

46 What is the current average wait time for phone calls? Answered previously - Redundant

47 What is the current average handle time for phone calls and other types of communications? Answered previously - Redundant

48 What is the current average after-call work time for operators? Answered previously - Redundant

49 Over the past year, what is the percentage of calls received in English versus non-English? Answered previously - Redundant

50 Over the past year, what percentage of calls received were in Spanish? Answered previously - Redundant

51 What time of day, days of the week, or times of the year do calls typically peak? Answered previously - Redundant

52 Is there an incumbent currently performing on this requirement? Task C-5.1 Answered previously - Redundant

53 What deliverables are expected during the 3-month transition period? Task C-5.3 Fully Operational call center - Refer to Section C-5.1 B

54 Will the toll -free number stay the same 1-877-NavyBed?

Task C-5.3 yes

55 Will Navy route the 1-877-NavyBed toll number to Contractor? Task C-5.3 yes, the number can be ported to contractor

56 Should a callback queue be available for customers?

Task C-5.4 yes

57 Does client have a desired length of ring time? Task C-

5.2 Answered previously - Redundant

58 What is the programming code used to build the reservation systems? Are they 508 compliant? Task C-9 The NAFI provided reservation system meets current DOD/IA standards.

NAFI will also provide government furnished workstations/connectivity in order to maintain security standards.

59 Are reservation emails automatically generated? Confirmation and cancellation emails are auto-generated from reservation system.

60 Are volumes available by monthly breakdown for a year?

So that cycles and trends can be identified. Task C-5.5.2 Contractor's call center system is expected to provide this information.

61 What WD occupation code or job title would be appropriate for these positions? Task H.7 Job title is up to your HR and/or defined by your company

62 Please confirm the questionnaire submissions are to be submitted directly from our references back to you. Yes, per the instructions in the RFP Page 57, Para 1

63 What is the annual dollar value of the current contract? Reference Question #2 64 What is the current contract? HDQMWR-16-C-0006 65 Who is the incumbent? Reference Question #1

66 Are outbound calls counted on pricing tables in the call answered counts? Yes

a. If not, how/where are they accounted for?

67 Does vendor have access to GPE system reports for overall reporting requirements?

NAFI will send contractor number of reservations confirmed, modified, cancelled and group bookings via call center sales channel to add to monthly reporting expected from contractor.

Call Projections - is there further breakdown of historical data provided by hourly, daily, overnight and weekend?

Task C-5.5.2 No

69 What are the projected volumes after privatization? Unknown at this time

70 Is there expected start/stop timeframe for privatization plan in 2020? Unknown at this time

71 Are email or web chat services required? Email communication is a requirement

72 Are there special software requirements by contractor?

The NAFI will provide reservation system and government furnished workstations/connectivity in order to maintain security standards.

Contractor is required to provide call center phone system.

The RFP states that the calls must be taken within the U.S. Can the employees taking the calls be work from home agents Yes, as long as they are located in the U.S.

74 Does the RFP require SOC2 compliance?

National Agency Check with Inquiries (NACI) and U.S. Citizenship

75 Can companies from Outside USA can apply for this?

(Like from India or Canada) No

76 If out of country, do we need to come over there for meetings? Companies outside the U.S. will not be considered.

77 Can we perform the tasks (related to RFP) outside USA?

(Like from India or Canada)

No, the call center operation and tasks performance shall be completely based in the U.S.

78 Can we submit the proposals via email? Yes, this is the preferred method of receipt

Will there be a demo of the login process and system our agents can use? Is there one login for each agent or is it a companywide login

Yes, a training will be held with the selected contractor. A login for each agent is required and will be issued.

Is there a system/website our agents will be logging onto to book the reservations/check for available dates or will our agents be physically calling the properties every time there is an inquiry/booking? Answered previously - Redundant

RFP page 2 of 58 includes a pricing table to be used that lists various levels of calls and requests a unit price and a total price for level. Is the government seeking a price per call or a management fee to cover all costs of providing services at those levels? management fee to cover all costs of providing services at those levels

RFP pages 5 - 6 of 58, Section C-5.2 A and B state that the contractor shall “Answer all in-bound calls within the first ring” but also “Ensure queue time (before agent answers call) is less than 4 minutes.” Is it acceptable if the contractor’s phone system “answers” the inbound call on the first ring as long as an agent answers the call in less than four minutes? Yes

RFP page 6 of 58, Section C-5.4 C states the contractor shall “provide the necessary phone services to support multiple callers 24/7 based on the peak and non-peak call volume per month.” Does the government have historical volume to show the peak and non-peak call volume per month as that information would help vendors identify staffing requirements to meet those peak volume times?

The awardee will be able to obtain this info during the transition phase from the incumbent

RFP page 7 of 58, Section C-5.5 A, Call Center Requirements/Guest Service Objectives, states that one of the objectives is to “provide a single 24x7x365 toll free Guest Reservations call center to serve as a single point of presence for all lodging programs.” RFP page 8 of 58, Section C-8.1. Federal Holidays lists the federal holidays that are observed. Would the vendor’s call center observe these federal holidays and be closed, or would the contractor be required to provide call center services on these days? Call center is required to be operational 24/7/365

RFP page 10 of 58, Section C-9. Government/NAFI Furnished Equipment lists the systems accessible to the contractor for use in meeting PWS requirements. Are these systems all internet based systems? If yes, are they accessed only through specific browsers? Yes

RFP page 11 of 58, Section F.3 Deliverables requires the vendor to provide a monthly report that includes “NCLP reports shall at a minimum include cost sharing” and “Average time taken to answer the telephone, broken down by time of day….” What cost sharing information is required? Please clarify what is meant by “by time of day.” Is this in terms of 1:00 p.m. to 2:00 p.m. or minute by minute?

NCLP properties are listed in the RFP. These locations require booking partnership hotels were the NAFI receives 10% of the per diem of the area. The NCLP reservation system will be provided to the contractor to obtain this information. The time of day is to be considered normal business hours: 7:00 AM-5:00 PM, 5:00 PM-mid-night and mid-night to 7:00 AM Central Time Zone.

RFP page 18 of 58, Section H-6. Protection of Personal Identifiable Information (PII) states that “The On-Line program offered must adhere to Department of Defense (DoD) mandates and best practices for securing and safeguarding Personally Identifiable Information (PII).”

What online program is the vendor expected to provide?

The contractor is responsible for reviewing, understanding and implementing the DOD mandates and best practices for securing and safeguarding PII based on the listed instructions via policy links on the RFP. With these responsibilities contractors should ensure that their employees:

Safeguard DON information to which their employees have access at all times. Obtain DON management's written approval prior to taking any DON sensitive information away from the office. The DON manager's approval must identify the business necessity for removing such information from the DON facility.