Questions_from_CDS_RFI_(answers)_06242016.pdf

Questions from CDS RFI (HSFE60-16-I-0005)

1. Would the government please provide information regarding the average handle time for calls at each call center? FMIX 5mins, NFIP General Inquiries 3mins.

2. Does the government envision any specific enhancements to the Map Service Center and

Engineering Library? FEMA envisions an all-digital engineering library and enhanced Map

Service Center that meet the TMAC recommendation #16 from the annual report.

3. Section I – Description and Purpose of the SOO, notes the NFIP Flood Insurance Reform Act

(FIRA) Inquiry Toll Free Line and the NFIP General Information Toll Free Line; however, item 4 under 3.0 Requested Information of the RFI notes consolidation of the NFIP General Inquiries Call

Center and the FEMA Map Information eXchange (FMIX). Would the government please confirm that consolidation would be comprehensive of all three components (NFIP FIRA Inquiry Toll Free

Line, NFIP General Information Toll Free Line, and FEMA FMIX)? The Call Center consolidation only includes the FEMA FMIX and NFIP General Information call center. The NFIP General

Information call center includes the NFIP Flood Insurance Reform Act (FIRA) Inquiry Toll Free

Line, the NFIP General Information Toll Free Line and a secondary general information toll free line.

4. Would the government consider a consolidated enterprise-wide services solution that increases productivity, drives competitive cost savings and promotes Next Generation technology using innovative ideas? FIMA would consider any solution that meets the objectives of the SOO.

5. Will the government provide a bidders library and plan on defining the acquisition strategy? We will provide this information if we issue an RFP.

6. Does the government anticipate one-on-one sessions with the bidders? Not at this stage but we may in the future.

7. Would the government please provide production environment metrics as related to Objective 7?

FIMA requires production metrics that meet industry best standards for this type of requirement.

Please provide recommendations for the type of metrics that would be helpful to provide if an RFP is issued.

8. Would the government provide insight to the current status with respect to the FDCCI initiative?

As of March DD, 2016, FDCCI is superseded by the Data Center Optimization Initiative (DCOI) established in this memorandum. The DCOI, requires agencies to develop and report on data center strategies to consolidate inefficient infrastructure, optimize existing facilities, achieve cost savings, and transition to more efficient infrastructure, such as cloud services and inter-agency shared services. Please comment on a) the feasibility of consolidating Mapping Information

Platform (MIP) and MSC data centers and, b) any risks/issues/concerns with this and solution and a recommended approach to mitigating these (if possible).

9. Does the government currently have a cloud service that is able to provide disaster recovery capability? No.

10. To what extent is your data center environment virtualized (%, number of systems, etc.)? FIMA utilizes VMWARE for parts of the Mapping Information Platform. Otherwise, assume a low level of data center environment virtualization.

11. Are you using cloud storage? No.

12. Would you consider SaaS, PaaS, and IaaS? FIMA would prefer solutions that minimize the amount of GFE required. FIMA would prefer solutions that minimize the amount of GFE required.

13. RFI Page 4, Section 4.2

We assume the cover page and table of contents are outside the 6 page limit for the whitepaper.

Please confirm. Yes, your assumption is correct.

14. RFI Page 4, Section 4.2

Would the Government please consider allowing a smaller font (for example, 10-point) for tables and graphics. Yes.

15. RFI, p. 3, RFI Section 3

Please define the data sets that comprise the MIP data center. The MIP and the MSC are separate certified and accredited systems operated by FEMA. Components (applications and data) of these systems are distributed across both major data centers. More detail will be provided in with the RFP, although there is substantial publicly available material existing. In general, the MIP is used to manage work for FEMA and houses the tracking databases for flood risk projects and letters of map change. It also houses tools to support those activities and stores the engineering data and project documentation. The MSC is primarily the repository and public access site for all of the published preliminary and final products from flood risk projects and letters of map change.

16. RFI p. 3, RFI Section 3

Please define the data sets that comprise the MSC data Center. See answer for question #15.

17. RFI, p. 2 of 4; and SOO pp. 2, 8 , 15 RFI - Section 2 and SOO Sections I, VIII and X

Please clarify if there are three call centers that will potentially be consolidated or two? (There are potentially conflicting references in the RFI and SOO documents.) See answer for question #3.

18. RFI, p. 2 of 4; and SOO pp. 2, 8 , 15 RFI - Section 2 and SOO Sections I, VIII and X

Can you provide the contract structure for each call center (example: cost per call or Fixed Price

Not-to-Exceed). FEMA is open to any solution that meets the objectives of the SOO.

19. RFI, p. 3 RFI-Section 3

Can you provide more details how IT support to Regions currently provided and desired changes?

This is a key area where we are seeking industry input through the RFI process.

20. SOO, p. 8 of 30, VIII. CDS Objectives, Objective 2

What percentage of the engineering library exists in digital format?

The Library will be 100% digital by March 2017.

21. SOO, p. 8 of 30, VIII. CDS Objectives, Objective 2

What is the volume of data and type entering the engineering library on an annual basis? What percentage of that data is submitted in hard copy format? The Library only handles digital data, we store paper copies of LOMCs temporarily (30-45 days) even though they are scanned just in case there was a problem with the original scan.

22. SOO, p. 8 of 30, VIII. CDS Objectives, Objective 2

How many internal data requests are received on a monthly basis? Approximately 135 IDRs are received/month.

23. SOO, p. 8 of 30, VIII. CDS Objectives, Objective 2

How many external data requests are received on a monthly basis? Approximately 151 EDRs are received/month.

24. SOO, pp. 8-9 of 30, VIII. CDS Objectives, Objective 3

Please provide examples of historical typical vs. surge contact volumes for each affected call center so we can better understand magnitude of effort. This information will be provided if an RFP is issued.

25. SOO, p. 9 of 30, VIII. CDS Objectives, Objective 4

What data and systems make up the Risk Management Data Management System? The “Risk

Management Data Management System” is intended to describe a future state approach that comprehensively manages all the important data and systems for FEMA’s Risk Management

Directorate.

26. SOO, p. 9 of 30, VIII. CDS Objectives, Objective 4

Please describe in more detail the type of FEMA regional data management and access that the platform will need to support. FEMA is seeking recommendations from industry that support this objective.

27. SOO, p. 14-15 X. CDS Assumptions & Constraints

Please identify the contracts under which each of the call centers to be consolidated currently operate? FMIX is under the CDS contract. NFIP General Information is under a small business contract.

28. SOO, p. 14-15 X. CDS Assumptions & Constraints

Please identify who are the primary callers of each call center and describe in more detail their typical inquiries?

The FMIX call center receives primarily mapping related inquiries.

The NFIP General Information call center receives primarily Insurance related inquiries.