Questions_regarding_RFQ_HSBP1016Q0034_for_EVUS_Call_Center.xlsx

XLSX spreadsheet 27 KB Posted May 24, 2016

Attached to: EVUS CALL CENTER
Solicitation number: HSBP1016Q0034
Issued by: Department of Homeland Security Customs and Border Protection

View the file

Other files

File	Type	Posted
Questions_and_Answers_II.docx	DOCX document	May 25, 2016
HSBP1016Q0034.pdf	PDF	May 18, 2016
BID_SHEET.xlsx	XLSX spreadsheet	May 18, 2016
WAGE_DETERMINATION.pdf	PDF	May 18, 2016

On GovTribe

Work with this file

Download the original file
Contacts named in this file
Similar government files
Ask GovTribe AI about this file

Try for free Login

Text version

The file's text, extracted by GovTribe without its formatting.

Questions submitted 5.20.2016

Question	Reference	Page	Section	Reference	Question or	PMO Response
Number	Document	Number(s)	Number(s)	Text	Comment
1	RFQ#: HSBP1016Q0034	1	Cover Page	Offer due Date/Local Time 1:00 pm EST 06/01/2016	Please provide a two (2) week extension of the due date from the date the Government provides answers to the questions.	No. Initial answers provided right away.
2	RFQ#: HSBP1016Q0034	3	I.1 Schedule of Supplies Services	I.2 Delivery Schedule	The period of performance for item #10 Base Period is from 7/25/2016 to 7/24/2017. Why is the delivery date for item #10 listed as 7/19/2016? Why are the delivery dates for items #20, #30, and #40 not listed?	Simple type-o. Scheduled date will be 7/25/16 subject to change based on RFP review process/schedule.
3	RFQ#: HSBP1016Q0034	22	II.26 Safeguarding of Sensitive Information, (e) Authority to Operate	The Contractor shall not input, store, process, output, and/or transmit sensitive information within a Contractor IT system without an Authority to Operate (ATO) signed by the Headquarters or Component CIO, or designee, in consultation with the Headquarters or Component Privacy Officer.	Is the Contractor required to obtain an ATO for the contractor-provided CRM, optional IVR, and/or optional ACD systems?	Yes
4	RFQ#: HSBP1016Q0034				Please confirm the following project schedule dates in the RFQ:	Specific dates of IOC and FOC have not been defined. 10/16 and 11/16 are the timeframes.
	RFQ#: HSBP1016Q0034			Initial Operating Capability (IOC) will begin in October of 2016	7/25/16 to 9/30/16 - Transition Period
	RFQ#: HSBP1016Q0034			with the system scheduled to reach Full Operating Capability	10/1/16 to 10/31/16 - Initial Operating Capability
	RFQ#: HSBP1016Q0034	27	1. Background	(FOC) by November of 2016.	11/1/16 to 7/24/17 - Full Operating Capability
5	RFQ#: HSBP1016Q0034	27	2. Scope	The Government will provide workstations, hardware to include but not limited to computers, copiers, dedicated phone lines, and other Government Furnished Equipment (GFE) infrastructure deemed necessary.	Will the Government provide Internet connectivity for the GFE PC workstations?	Yes each work space will have internet access. Each desk will have laptop computer with docking station, monitors, telephones, mouse, key boards.
6	RFQ#: HSBP1016Q0034	27	2. Scope	The Government will provide workstations, hardware to include but not limited to computers, copiers, dedicated phone lines, and other Government Furnished Equipment (GFE) infrastructure deemed necessary.	Are contractors allowed to install client software on the GFE PC workstations? Will the Government provide servers as GFE? Will the Government provide database management systems (DBMS) as GFE?	Any vendor software that is installed has to be approved. Vendor will not be allowed to install any software, the vendor will be allowed to provide guidance and provide oversight of vendor supplied software.
7	RFQ#: HSBP1016Q0034	27	2. Scope	The Government will provide workstations, hardware to include but not limited to computers, copiers, dedicated phone lines, and other Government Furnished Equipment (GFE) infrastructure deemed necessary.	Will the Government provide Chinese keyboards for the GFE PC workstations to write correspondence in Chinese characters?	Phone call only will be in Mandarin Chinese. All email correspondence will be in English.
8	RFQ#: HSBP1016Q0034	27	2. Scope	The Government will provide workstations, hardware to include but not limited to computers, copiers, dedicated phone lines, and other Government Furnished Equipment (GFE) infrastructure deemed necessary.	Will the Government provide the telecommunication circuits and toll free number(s) as GFE?	No. The government will provide a local (202) telephone number.
9	RFQ#: HSBP1016Q0034	28	2. Scope	Estimated EVUS Call Center Volume in First Year	Should the contractor propose the estimated talk time, wrap time, and performance standard(s) based upon its experience operating contact centers?	Vendor should leverage knowledge and experience of running previous Call Centers.
10	RFQ#: HSBP1016Q0034	28	2. Scope	Estimated EVUS Call Center Volume in First Year	What is the projected average call volume by hour for each day of the week?	See adjacent chart for year 1 initial estimates (call and emails) *Please note the EVUS Call Center is a new function serving a new program for CBP. Thus, it is not possible to make a high confident level project about the contact volume initially.		Tier 0 Call	Tier 1 Call	Tier 2+Call
11	RFQ#: HSBP1016Q0034	28	2. Scope	Estimated EVUS Call Center Volume in First Year	Please provide the projected volumes for emails, written correspondence, and faxes.	See adjacent chart for year 1 initial estimates (call and emails) *Please note the EVUS Call Center is a new function serving a new program for CBP. Thus, it is not possible to make a high confident level project about the contact volume initially.		Volume	Volume	Volume
12	RFQ#: HSBP1016Q0034	28	2. Scope	Estimated EVUS Call Center Volume in First Year	Please confirm Tier 1 call volume numbers are subset of Tier 0 call volume.	Tier 0 are the most entry level, ascending to Tier 2+ which are the most technical, research oriented, and in depth correspondence.	General Questions	28952	11218	220
13	RFQ#: HSBP1016Q0034	28	2. Scope	Estimated EVUS Call Center Volume in First Year	What is the expected average call handling time?	In line with the Industry average	Application Assistance	19063	12012	5397
14	RFQ#: HSBP1016Q0034	28	2. Scope	The provided information call center will be established with language appropriate translators, especially English and Mandarin Chinese, to serve the traveling public via telephone calls and emails.	1. Please confirm only English and Mandarin Chinese speaking staff is needed. 2. Do you anticipate Cantonese speaking callers (it is a commonly spoken dialect)?	Currently for the EVUS Program is only applicable to the People's Republic of China (PRC). Thus, the Call Center will only have English and Mandarin Chinese speaking staff at this time.	Application Mistakes	7824	1752	5784
15	RFQ#: HSBP1016Q0034	28	2. Scope	The provided information call center will be established with language appropriate translators, especially English and Mandarin Chinese, to serve the traveling public via telephone calls and emails.	What email tool will the call center staff be using?	The vendor will have to supply their own CRM tool.	Total:	55839	24982	11401
16	RFQ#: HSBP1016Q0034	28	2. Scope	The provided information call center will be established with language appropriate translators, especially English and Mandarin Chinese, to serve the traveling public via telephone calls and emails.	Will the call center staff be needing to type in Chinese? If so, will they be supplied with a Chinese keyboard?	All email correspondence will be responded to in English.
17	RFQ#: HSBP1016Q0034	28	3.1 CRM	The Vendor shall provide a Customer Relationship Management System (CRM).	Should the CRM customization and implementation costs be included in the fixed prices in Section I.1 Schedule of Supplies Services? Should the CRM licensing costs be included in the fixed prices in Section I.1 Schedule of Supplies Services? Should the CRM operational and technical support costs be included in the fixed prices in Section I.1 Schedule of Supplies Services?	Yes, all applicable cost should be identified and included in the submitted proposal.
18	RFQ#: HSBP1016Q0034	28	3.1 CRM	The Vendor shall provide a Customer Relationship Management System (CRM).	Does the Government require a premise-based or cloud-based CRM?	The government, its ISSO and OIT POC will evaluate proposals with cloud based and premise-based CRM and assess the most efficient path forward in terms of cost, schedule, performance. Non-cloud based CRM may be recommended.
19	RFQ#: HSBP1016Q0034	28	3.1 CRM	The Vendor shall provide a Customer Relationship Management System (CRM).	Are cloud-based CRMs required to be FedRamp certified?	Recommended
20	RFQ#: HSBP1016Q0034	28	3.1 CRM	The Vendor shall provide a Customer Relationship Management System (CRM).	How will the CRM be utilized to schedule appointments? Will the contractor-provided CRM be required to interface to a Government-provided appointment scheduling system?	The Call Center will not be scheduling appointments, as this is an informational only call center.
21	RFQ#: HSBP1016Q0034	28	3.1 CRM	The tool is required to be supported by OFO's Mission Support team to be installed on government computers.	Does "to be supported by OFO's Mission Support team" mean that the Government will provide ongoing operations and maintenance support for the contractor provided CRM? Does "to be installed on government computers" require the contractor provided CRM software be installed on Government-provided servers and/or PC workstations?	The government will provide general helpdesk operations and maintenance on all government owned systems. Vendor may need to provide software modifications or operational maintenance.
22	RFQ#: HSBP1016Q0034	29	3.2 IVR	The tool is required to be supported by OFO's Mission Support team to be installed on government computers.	Does "to be supported by OFO's Mission Support team" mean that the Government will provide ongoing operations and maintenance support for the contractor provided optional IVR? Does "to be installed on government computers" require the contractor provided optional IVR software be installed on Government-provided servers and/or PC workstations?	The government will provide general helpdesk operations and maintenance on all government owned systems. Vendor may need to provide software modifications or operational maintenance.
23	RFQ#: HSBP1016Q0034	29	3.2 IVR	The Vendor may need to provide IVR equipment and support.	Please identify the required IVR features and functionality. For example, speech recognition, text-to-speech, data dips to the CRM database and/or GFE databases.	Recommended:

Multichannel Routing (telephone, CRM, text, email) Voice Self-Service Real-Time Historical Reporting (Historical Reporting, QA Reporting, Interaction Recording Reporting, Interaction Reporting, and Interaction Tracking) Workforce Optimization Outbound Dialing CRM Integration Business Process Automation Multichannel Recording Performance Monitoring Workforce Management Strategic Planning Quality Management Speech Analytics Customer Surveys Encrypted Recordings Workflow Documentation System Documentation

Based on past performance, vendor can provide recommendations for most efficient features and functionality of software. *Note other potentially acceptable phone systems can be in the form of an Attend that plays recordings and routes calls to queues, not necessarily interactive via voice.

24	RFQ#: HSBP1016Q0034	29	3.2 IVR	The Vendor may need to provide IVR equipment and support.	Are cloud-based IVRs required to be FedRamp certified?	Recommended. *Note other potentially acceptable phone systems can be in the form of an Attend that plays recordings and routes calls to queues, not necessarily interactive via voice.
25	RFQ#: HSBP1016Q0034	29	3.2 IVR	The Vendor may need to provide IVR equipment and support.	Since the IVR is optional ("The Vendor may need to provide"), should the IVR customization and implementation costs be included in the fixed prices in Section I.1 Schedule of Supplies Services? Should the IVR licensing costs be included in the fixed prices in Section I.1 Schedule of Supplies Services? Should the IVR operational and technical support costs be included in the fixed prices in Section I.1 Schedule of Supplies Services?	Recommended to display with and without IVR/ACD.
26	RFQ#: HSBP1016Q0034	29	3.2 IVR	The IVR should integrate with the CRM.	Please define the functional requirements for integrating the IVR to the CRM. For example, what data is the IVR required to collect from the caller and update the CRM database? What data is the IVR required to read from the CRM database and speak to the caller using text-to-speech?	Recommended:

Knowledge Management (Internal) Policy Automation Multichannel Contact Center (telephone, email) Survey’s and Feedback Collaboration Dynamic Context-Driven Agent Consoles Agent Scripting Dynamic Agent Workflow Email Response Management Omni-Channel Contact Center Integration Automated Routing Automated Navigation and Dynamic forms Dynamic Analytics and Reporting Security and Mission Critical operations (Fed RAMP approved w/at least a minimal provisional ATO)

Based on past performance, vendor can provide recommendations for most efficient features and functionality of software.

27	RFQ#: HSBP1016Q0034	29	3.2 IVR and 3.3 ACD	IVR and ACD	What is the current phone system used by the Government for the IVR and ACD system to connect to?	Avaya
28	RFQ#: HSBP1016Q0034	29	3.3 ACD	The tool is required to be supported by OFO's Mission Support team to be installed on government computers.	Does "to be supported by OFO's Mission Support team" mean that the Government will provide ongoing operations and maintenance support for the contractor provided optional ACD? Does "to be installed on government computers" require the contractor provided optional ACD software be installed on Government-provided servers and/or PC workstations?	The government will provide general helpdesk operations and maintenance on all government owned systems. Vendor may need to provide software modifications or operational maintenance.
29	RFQ#: HSBP1016Q0034	29	3.3 ACD	The Vendor may need to provide ACD technology and support.	Are cloud-based ACDs required to be FedRamp certified?	Recommended.
30	RFQ#: HSBP1016Q0034	29	3.3 ACD	The Vendor may need to provide ACD technology and support.	Please identify the required ACD features and functionality. For example, call recording, CRM screen pops, web chat, workforce management.	Based on past performance, vendor should provide recommendations for additional features and functionality of software. Web chats and screen popup are not required.
31	RFQ#: HSBP1016Q0034	29	3.3 ACD	The Vendor may need to provide ACD technology and support.	Since the ACD is optional ("Vendor may need to provide"), should the ACD customization and implementation costs be included in the fixed prices in Section I.1 Schedule of Supplies Services? Should the ACD licensing costs be included in the fixed prices in Section I.1 Schedule of Supplies Services? Should the ACD operational and technical support costs be included in the fixed prices in Section I.1 Schedule of Supplies Services?	Recommended to display with and without IVR/ACD. *Note other potentially acceptable phone systems can be in the form of an Attend that plays recordings and routes calls to queues, not necessarily interactive via voice.
32	RFQ#: HSBP1016Q0034	29	4. Operational Requirements	The contract will be awarded on July 25, 2016 to allow the Contractor to clear personnel and set up the call center for full operation on October 1, 2016.	In RFP Section 11.4 Security Clearance/BI Requirements, the Government states: "Estimated completion of the investigation is approximately ninety (90) to one-hundred twenty (120) days from the date the completed forms are received in the Security Programs Division." Please increase the transition period to 120 calendar days.	No.
33	RFQ#: HSBP1016Q0034	29	5.2 Task 2 Content Development	Items that Contractor will be required to develop, update and review may include, but are not limited to CSR scripts (including voice, email, and written correspondence), IVR language, reference materials, and consumer messages.	Does the Government anticipate that content development would be a full-time position? Who is responsible (Government or contractor) for installing and updating the content in the CRM, ACD, and IVR systems?	Please clarify your question?
34	RFQ#: HSBP1016Q0034	29	5	Answer general eligibility requirements and program questions	What is the default language the call center staff should use when answering calls? English or Mandarin Chinese?	English
35	RFQ#: HSBP1016Q0034	31	5.3 Task 3 Training	Policy: Knowledge of relevant policy necessary to respond to general and application specific questions from the caller.	Will the Government provide EVUS policy and standard operating procedures as Government Furnished Information?	Yes
36	RFQ#: HSBP1016Q0034	31	5.3 Task 3 Training	As such, Contractor shall ensure all CSRs and other staff are thoroughly trained on Call Center operational protocols and supporting software solutions.	What are the software solutions that are provided by the Government? For example, what is the Operating System running on the PC and are there any language-specific softwares?	The working operating system will be Windows 7 enterprise and is a controlled operating image system. No language specific software.
37	RFQ#: HSBP1016Q0034	32	5.4 Task 4 Quality Assurance	This includes English for inbound and outbound telephone and written correspondence as well as e-mail, web chat and faxed inquiries.	Is the ACD required to support web chats?	Not required.
38	RFQ#: HSBP1016Q0034	32	5.4 Task 4 Quality Assurance	The Vendor shall provide 100% recording of calls, which will be stored in a secure, federally-compliant fashion that will be selectively available for quality assurance purposes.	Is the ACD required to support call recording? Please identify the number of months that call recordings are required to be stored online.	In line with the Industry average
39	RFQ#: HSBP1016Q0034	32	5.4 Task 4 Quality Assurance	Also, the QA data shall be fed to the data analytics platform.	Is the data analytics platform GFE? Please identify the name and manufacturer of the GFE data analytics platform. Please identify the type of QA data (e.g., voice recordings) to be "fed" to the GFE data analytics platform. What data transfer methods are supported by the GFE data analytics platform?
40	RFQ#: HSBP1016Q0034	32	5.4 Task 4 Quality Assurance	The vendor shall provide 100% recording of calls, which shall be stored in a secure, federally-compliant fashion that will be selectively available for quality assurance.	1. What is the length of time the recorded calls need to be stored? 2. Will Government provide storage for the call recordings?	In line with the Industry average. No.
41	RFQ#: HSBP1016Q0034	32	5.5 Task 5 Reporting	Contractor shall provide a "Weekly Status Report" containing volume, quality, headcount, top ten topics, and trend analysis.	Is the CRM required to capture data about "top ten topics"?	Please clarify your question?
42	RFQ#: HSBP1016Q0034	32	5.5 Task 5 Reporting	Standard call center performance metrics are desired in order to measure and manage the program effectively.	Should the contractor propose standard call center performance metrics?	Yes.
43	RFQ#: HSBP1016Q0034	34	7.1 Key Personnel	Key personnel may include a Project Manager, Call Center Manager, Training Supervisor, Quality Assurance Manager, and/or Workforce Manager.	Is the Project Manager the only required key personnel position? Is the Project Manager required to be full-time? Is the Project Manager required to work on-site at CBP facilities? Are contractors allowed to propose other personnel positions, e.g., content manager?	The Vendor should propose personnel within the scope of the tasks required/listed for this proposal.
44	RFQ#: HSBP1016Q0034	34	7.1 Key Personnel	Key personnel may include a Project Manager, Call Center Manager, Training Supervisor, Quality Assurance Manager, and/or Workforce Manager.	The Government references a "Workforce Manager". Will the Government provide a workforce management tool?	No.
45	RFQ#: HSBP1016Q0034	34	7.2 Recruitment and Staffing	Contractor shall determine the appropriate staffing levels to handle peak and off-peak hours of operations.	What is the projected average hourly volume for the peak hours in a day? What is the projected average hourly volume for the peak days in a week?	See response for question #10. Most callers are anticipated to come from China, thus there is a 12hour time difference.
46	RFQ#: HSBP1016Q0034	35	7.2 Recruitment and Staffing	Have the ability to compose professional correspondence without requiring additional training.	Are CSRs required to compose professional correspondence in English, Mandarin, or both?	All email correspondence will be responded to in English.
47	RFQ#: HSBP1016Q0034	38	11.4 Security Clearance/BI Requirements	The Contractor shall submit within ten (10) working days after award of this contract a list containing the full name, social security number, and date of birth of these people who claim to have successfully passed a BI by the CBP, or submit such information and documentation as may be required by the Government to have a BI performed for all personnel.	Contractor will be submitting candidates for BI throughout the transition and Initial Operating Capability (IOC) periods. Please replace "within ten (10) working days" to "during the transition and Initial Operating Capability periods".	The vendor can submit candidates during the transition, however the government we will need an initial list to begin BI for candidates. Enough time must be allowed for candidates to go through the process in time for IOC/FOC. Vendor will be able to add additional candidates as needed.
48	RFQ#: HSBP1016Q0034	38	11.4 Security Clearance/BI Requirements	Security Background Data, Paragraph 2 "…shall either be U.S. citizens or have lawful permanent resident status. The following security screening requirements apply to both U.S. citizens and lawful permanent residents who are hired as contractor personnel...."	Please confirm that lawful permanent residents will be eligible to complete the required paperwork and obtain a Public Trust Clearance. Based on the reference a lawful permanent resident is adequate as long as all other screening requirements are met. Please confirm.	There are certain citizenship requirements and exceptions which must be met in order to do so. They are located in DHS Instruction 121-01-007-01, Chapter 2, Part 13 and 14.
49	RFQ#: HSBP1016Q0034	40	III.5 Addendum to Instructions to Offerors, Factor 1 Technical Capabilities	The offeror shall list all equipment, supplies, and staff that will be necessary to perform the tasks listed in the SOW.	Please confirm that the offeror is only required to "list" the equipment, supplies, and staff that will be necessary to perform the tasks listed in the SOW and NOT respond to the SOW requirements.	Correct, list in the bid submitted by Vendor.
50	RFQ#: HSBP1016Q0034	40	III.5 Addendum to Instructions to Offerors, Factor 1 Technical Capabilities	The offeror shall list all equipment, supplies, and staff that will be necessary to perform the tasks listed in the SOW.	Please confirm that "tasks listed in the SOW" refer to SOW 5 - Task 1: Project Management; Task 2: Content Development; Task 3: Training; Task 4: Quality Assurance; Task 5: Reporting	Correct.
51	RFQ#: HSBP1016Q0034	40	III.5 Addendum to Instructions to Offertory, Factor 2 Past Performance	Offeror shall provide references (up to 3 projects) for previous projects for services similar to the tasks described in the PWS.	Please confirm that the three past performance references may be provided by the SDVOSB prime contractor and/or subcontractors.	The preference is the prime, but if submitting a Sub-Contractor past performance, you must indicate as such.
52	RFQ#: HSBP1016Q0034	42	Factor 3 Price	Award will be made to the lowest priced offeror who meets the above minimum requirements to be considered technically acceptable.	Please confirm that the evaluation will be based on lowest price, technically acceptable (LPTA).	Correct.

&14&F page &P of &N

File details come from the government source that posted it. Updated Nov 14, 2017.