Help_Desk_Questions_and_Answers.docx
DOCX document 33 KB Posted
- Attached to
- Account Management and Help Desk Support Federal contract opportunity
- Solicitation number
- HSCG38-14-R-410004
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| ALC_Data_Center_Hourly_Inspection_06.pdf | ||
| ISD_Visitor_Log_03.pdf | ||
| Help_Desk_Solicitation_Amend_2.pdf | ||
| Modification_0001_Help_Desk.pdf | ||
| Questions_and_Answers_HSCG38-14-410004_(2).docx | DOCX document | |
| Help_Desk_PWS_revised_page_30 _PPQ_date.pdf | ||
| Questions_ _Answers_HSCG38-14-R-410004.docx | DOCX document | |
| PPQ_Help_Desk_Revised_Due_Date.docx | DOCX document | |
| Help_Desk_Wage_Determination_(5).pdf | ||
| Help_Desk_NDA_(7).pdf | ||
| Notice_For_Filing_Agency_Protest(2)_.pdf | ||
| Help_Desk_Schedule_(3).pdf | ||
| Help_Desk_PWS_(4).pdf | ||
| Help_Desk_PPQ_(6).pdf |
Show all 14
On GovTribe
Work with this file on GovTribe
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Questions and Answers 12/31/13
Q: Based on the RFP, the requirement appears to be mainly for computer related occupations. Based on this, does the Government believe the SCA wage determination is applicable? If so, can the Government elaborate on what SCA labor categories would apply to the functional areas listed in the estimated FTE table on page 7 of the PWS?
A: Tier 1 and Tier II Support are most closely associated with Data Entry Operator II, DOL code 01152. Account Management and Account Auditor are required to be able to perform the duties of the data entry operator as well as more complex duties. The PM should be able to perform all of the above duties plus supervise.
Q: Does the Government plan to post an official RFP/RTOR with instructions or are the only instructions the FBO notice?
A: The only instructions are the FBO notice
Q: Does the coverpage, list of acronymns, and index count against the page count?
A: No
Q:Does the Government require the offer to sign an SF30 or SF1449?
A: No
Q: The requirement states "During a power outage lasting more than four hours, monitor the generator fuel levels. (SOP/ISD-287)" Will the offerors personnel be expected to conduct refueling of the generator if fuel levels are found to be low?
A: No. They will have a number to call to have the generator re-fueled.
Q: Does the Government have an expected award date for this solicitation?
A: Award date has not been determined at this time.
Q: Do the resumes of key personnel count towards the maximum 10pg count listed in the FBO announcement?
A: No
Q: The PWS references the DD254 but no copy was provided. Can the Government provide a copy of the DD254?
A: DD254 is not available at this time. But, the classification for all work performed under this contract will be "Sensitive But Unclassified".
Q: Can the Government elaborate on what it means by Plant Shutdowns? Is this the same as base closesures or is it not applicable to this TO?
A: Plant Shutdown is not a base closure. ALC typically has one plant shutdown day a year which has normally been the Friday after Thanksgiving. This will not apply to the Help Desk.
Q: The PWS states "The Government will evaluate offers for award purposes by adding the total price for all options to the total price for the basic requirement." Can the Government explain how it will evaluate the different price submissions based on the service levels listed in the price schedule (i.e. 18000 - 25000 users, 25000 - 30000 users, etc)?
A: The following example is provided. The same evaluation process will be carried out for base and option periods.
CLIN 1 18000-25000
CLIN 2 18000-25000
CLIN 3 18000-25000
CLIN 4 18000- 25000
Total CLIN 1-4 18000-25000 $_____
CLIN 1 25001-30,000
CLIN 2 25001-30,000
CLIN 3 25001-30,000
CLIN 4 25001-30,000
Total CLIN 1-4 25001-30,000 $______
Q: As each task area support requirements dictate access to the various systems within the network, are there DHS and/or USCG certification criteria 'minimum requirements' for support personnel? Example COMPTia Net+, Sec+, A+, etc A: No
Q: As CLINs are identified for each Task section, for each year, there is no specified area to identify PM costs. Will the government revise this document to reflect a task area for Program Management (to address costs)? And if not, where does a vendor apply PM costs within the document?
A: The PM cost should be considered and included in the cost of CLINS 1-4
Q: Is there a collective bargaining agreement (CBA) associated with this work?
A: No
Q: Can the Government provide the number of FTE's currently supporting this requirement?
A: 15 personnel are currently working on the contract (Nine personnel working at the Help Desk, three Account Management personnel, two Account Auditors and one Program Manager.)
Q: Can the Government provide the average number of users that have increased annually over the past 3 years?
A: Average number of users for 2011: 16,364. Average number of users for 2012: 17,723. Average number of users for 2013: 19,629
Q: Are any of the task areas listed in the PWS new requirements or expanded requirements from the previous task order?
A: No
Q: How many individuals are currently working on the contract and what are the SCA labor categories?
A: 15 personnel are currently working on the contract (Nine personnel working at the Help Desk, three Account Management personnel, two Account Auditors and one Program Manager.) The nine personnel are most closely associated with Data Entry Operator II.
Q: What is the average handle time (AHT) of the calls?
A: This information is not readily available.
Q: What is the average number of calls per hour?
A: This information is not readily available.
Q: What is the average speed of answer (ASA)?
A: This information is not readily available.
Q: We would like to have the opportunity to offer the existing project manager as key personnel. Is it possible to have contact information for this individual?
A: This information cannot be provided.
Q: Page 6, Section 6 Can you provide average monthly number of calls, emails, and "walk-in" contacts?
A: There are approx 2,500 per month. 62% are via email, 34% are via phone and 4% are walkins.
Q: Page 6, Section 6 Can you provide call, email, and "walk-in" dispersion – Time of day weekly?
A: This information is not readily available.
Q: Page 6, Section 6 Can you provide call, email, and "walk-in" dispersion – Time of day monthly?
A: This information is not readily available.
Q: Page 6, Section 6 Can you provide call, email, and "walk-in" dispersion – Time of day yearly?
A: This information is not readily available.
Q: Page 6, Section 6 Does the supplier have to use the USCG Incident Management tool (HEAT)?
A: Yes. All tasking must be documented through the appropriate work request ticketing system which is currently HEAT.
Q: Page 11, Section 10 Are all necessary facilities in place currently?
A: Yes
Q: Page 3, Section 5 Are all 508 compliance communications (TTY) capabilities in place currently?
A: Yes
Q: Page 9, Section 8.3 Are expected SLAs built into the HEAT system and automated?
Answer: HEAT does automatically track the time it takes to resolve each assignment. The reports to track this data are manually executed.
Q: Page 9, Section 8.3 Does the HEAT system track SLAs?
Answer: HEAT does automatically track the time it takes to resolve each assignment. The reports to track this data are manually executed.
Q: Pages 7-10, Sections 7-9.2.2 Where are the reports being pulled from? Existing systems?
A: The product used to pull data from HEAT is Stonefield Query.
Q: Page 7-8, Section 7 Is current report generation automated or a manual effort?
A: Reports are manually built and manually run. The report has to be created only once and then can be reused as required.
Q: Page 7, Section 6 What skill level is required for a Tier 1 tech?
A: This information cannot be provided.
Q: Page 7, Section 6 What skill level is required for a Tier 2 tech?
A: This information cannot be provided.
Q: Page 7, Section 6 A: What skill level is required for the Account Management Team?
A: This information cannot be provided.
Q: Page 7, Section 6 What skill level is required for the Account Auditors?
A: This information cannot be provided.
Q: Page 7, Section 6 What skill level is required for Program Manager?
A: This information cannot be provided.
Q: Pages 12-15, Section 15 Who will pay for the Financial and Criminal Background checks?
A: The government will pay for the National Agency Check with Inquiries (NACI) background investigation.
Q: Page 7, Section 6 Can a list the following be provided?: 1) Current Job titles and functional responsibility descriptions for each person provided under the current contract. 2)Experience for each of those and the number of people in each role under the current contract A: There are currently nine personnel working at the Help Desk, three Account Management personnel, two Account Auditors and one Program Manager.
Q: On page 12 the PWS listed the following sites listed above. We understand the primary place of performance is Elizabeth City, North Carolina; however, will our personnel be requested to travel to the other sites to provide on site support, or are we staffing personnel at these sites in addition to the primary place of performance?
A: Personnel may be requested to travel to the other sites to provide onsite support.
Q: Would the Government please provide the number of individuals currently supporting each Task Order? Are they all FTEs or are some of them part time? Are there currently any positions unfilled for over 30 days?
A: Task 1 - 7 personnel, Task 2 - 2 personnel, Task 3 - 3 personnel, Task 4 - 2 personnel, 1 Program Manager oversees all task. All personnel are full time. There are currently no positions unfilled for over 30 days.
Q: Page 11, Section 11, Place of Performance, as it relates to Teleworkers can the government provide whether there are any teleworkers currently on any of the tasks? If yes, how many per task and what locations are they working from?
A: Task 3 and Task 4 currently have teleworkers. Task 3 has three teleworkers who telework two days per week. Task 4 has two teleworkers who telework two days per week. They all telework from their respective homes.
Q: It is specified on Page 5 under section 6: Specific Tasks - "The following tasks should be quoted separately based on the following level of ALMIS/CG-LIMS Users:”
a) 18,000 - 25,000 b) 25,001 - 30,000
c) 30,001 - 35,000 d) 35,001 - 40,000 However on page 7 the table estimates the FTEs for just 18,000 - 25,000. Do you anticipate the same level of effort for each tier above (this would bring the number of FTEs shown on the table from 17 to 68) A: The FTE estimate provided is for a user base of 18,000 - 25,000 users. The FTEs required to support a user base greater than 25,000 is the responsibility for the vendor to determine.
Q: PWS Section 14 states that On-Site Manager shall be considered as key person, and resumes are required. Could you please give requirements or job description with education, qualifications, and experience requirements for the On-site Manager.
A: There are no education requirements for the On-Site Manager. The On-site Manager must have the ability to understand the requirements as stated in the PWS and ensure they are complied with.
Q: Regarding the disincentive fee, the Government states it will take the average of the four priority levels and if it falls below 90% then it will trigger the disincentive fee. (Example: Priority 1 % + Priority 2 % +Priority 3 % +Priority 4% divided by 4). However, section 8.3 indicates the requirement is for Priority 1 to be above 85% and Priority 2, 3, and 4 above 90%. Does this mean that an offeror can be compliant for the requirement in 8.3 but still get penalized by the disincentive fee? (i.e. 85 + 90 + 90 + 90 / 4 = 88.75%
A: Amendment 0001 has been posted to change PWS page 10, Section 9.2.2 From: less than 90 % To: less than 88%
File details come from the government source that posted it. Updated .