RFP HT001125R0047 QA inTransition Svcs.pdf

PWRFP HT001125R0047

inTransition Contact Center Svcs

RFP Questions and Responses

Q1 Does the Government require the call center to be on-location or if a remote set-up within the state of Virginia would be suitable?

DHA

Response Refer to Revised Attachment 1-PWS Section 1.7.1.

Q2 Can the Government provide details on the estimated size or value of the contract?

DHA

Response Refer to Revised Attachment 1-PWS Part 7, Exhibit 2.

Q3 Is this a brand-new contract or is (was) an incumbent performing these services. If not a brand-new contract, could you provide the current/previous contract number?

DHA

Response

This is a recompete requirement. The incumbent is Leidos, and the contract number is

W81XWH21C0077.

Q4

The inTransition Contact Call Center primarily stated that the opportunity was coming out on or about May 13, 2025, and further stated that the NAICS code for the requirement would be 561422 with a Small Business Size Standard of $25.5M. Is the procurement coming out as a Small Business Set Aside under the GSA MAS Contract SIN 561422 or a full and open Small Business Set Aside under the SIN 551422?

DHA

Response

HT001125R0047 is a Small Business Set Aside. Refer to Section 10 of the SF1449 and the Addendum to FAR 52.212-1.

Q5 Will a DoD IL4 call center be required for this opportunity?

DHA

Response

This requirement meets the definition of Controlled Unclassified Information (CUI). An Information Impact Level (IL) 4 will be required at a minimum.

Q6

Solicitation section 2.2.2.1 inTransition Program Call Center Operations, Call Center Requirements, a., 2) states that the contractor will "contact all service members on the monthly DHA-provided lists." Will the Government please provide insight as to how many Service Members are included across all monthly lists (on average)?

DHA

Response

RFP HT001125R0047 will result in a new contract. Refer to Attachment 1-PWS for details of the requirement.

Q7

Solicitation section 2.2.2 inTransition Program Call Center, inTransition Program Models, 2. notes:

"Outbound Model- Calls made by inTransition Call Center personnel to separating or separated service members (SM) who are automatically enrolled in inTransition per DHA-PI 6490.01 and DODI 6490.10 or whose names are provided by a DHA-provided monthly list."

Does the Government anticipate any changes to the scope of eligibility specified in the 2021 Solicitation?

DHA

Response

RFP HT001125R0047 will result in a new contract. Refer to Attachment 1-PWS for details of the requirement.

Q8 Does the Government anticipate an orals presentation requirement for this opportunity?

DHA

Response Oral presentations are not required. Refer to Addendum to FAR 52.212-1 for offeror instructions.

Q9 Does the Government anticipate a FedRAMP Moderate- or IL4-authorized call center or case management system requirement for this opportunity?

DHA

Response

This requirement meets the definition of Controlled Unclassified Information (CUI). An Information Impact Level (IL) 4 will be required at a minimum.

Q10

The Government's response to Amendment 2, Question #17 of the 2021 solicitation clarifies that the call volume estimates provided in (4) ESTIMATED LEVEL OF EFFORT are monthly estimates at the highest end of anticipated volume. Will the Government please provide a 5-year historical average of call volume to allow interested offerors to determine adequate staffing levels?

DHA

Response

The Government has provided historicals from the last 2yrs. Refer to Revised Attachment 1-PWS Section 5.2.6.

Q11 The Government's response to Amendment 2, Question #22 of the 2021 solicitation notes that there were between 450 and 1,500 service members receiving coaching in any given month in 2021. Does the Government anticipate a similar coaching population size for this opportunity in 2025?

DHA

Response

RFP HT001125R0047 will result in a new contract. Refer to Attachment 1-PWS for details of the requirement.

Q12 Will the Government please provide insight as to how the recent Memorandum of Understanding signed 23 MAY 2025 by the Secretaries of the Department of Defense and Veterans Affairs will affect this requirement?

DHA

Response

While the MOU outlines a framework for collaboration, specific implementation details have not yet been provided that may further clarify the impact to this requirement.

Q13 Could you please confirm if it is still active and if it will be solicited as a Small Business Set-Aside

(SBSA)?

DHA

Response

HT001125R0047 is a Small Business Set Aside. Refer to Section 10 of the SF1449 and the Addendum to FAR 52.212-1.

Q14 Are vendors with nearshore contact center operations are eligible to participate?

DHA

Response Refer to Revised Attachment 1-PWS Section 1.7.1.

Q15 In reference to the RFP, can the requirements of PWS Section 6.5.3 be removed?

DHA

Response PWS Section 6.5.3 has been removed. Refer to Revised Attachment 1-PWS.

Q16

Could the Government provide clarification on the Volume 2-page count? As written, it appears that the volume is limited to 3 pages, however, the requirement is to submit a “minimum” of 3 recent and relevant contracts. If an offeror wants to submit more than the minimum of 3 past performances, it will exceed the page count.

DHA

Response

Refer to Revised Addendum to the FAR 52.212-1, Proposal Volumes, b. Volume 2-Past Performance.

Q17

The RFP states, “Level of Effort (LOE): The Government estimates that this acquisition will require an approximate LOE, as outlined in Part 7 of the PWS. Upon review of Part 7 of the PWS, it does not appear that a level of effort (LOE) is provided.” In addition, Sub-factor 1- Staffing/Key Personnel on pg. 25 of 79 cites, “While deviations are permitted, if the Government determines the deviation substantially increases the risk of unsuccessful performance, the deviation will be marked as a deficiency, and the proposal will be ineligible for award.” Given the significant importance of this information for acceptable bids, request that the Government provide the LOE referenced in the Instructions.

Response Refer to Revised Attachment 1-PWS Part 7, Exhibit 2.

Q18 FAR Clause 52.222-41, Service Contract Labor Standards, has been included in the solicitation. Are there any incumbent inTransition service employees receiving pay and benefits as a result of this regulation (FAR 52.222-41 and Title 29 C.F.R Part 541)?

DHA

Response

The Government is not aware of the pay and benefits being received under the current contract.

That is determined by the Department of Labor.

Q19

RFP states, “The proposal shall identify the following key personnel assigned to work under the resulting contract: Program Manager (PM); Data Analytics SME; IT SME: Contact Center Coaches (2); and Three Contact Center Program Staff.” Attachment 3, Personnel Qualifications, includes an Outreach Specialist, but it is not specified as Key Personnel in Sub-factor 1, Staffing/Key Personnel. Please confirm that the Outreach Specialist is also considered key personnel and requires submission of a 1-page resume.

DHA

Response

The Outreach Specialist is not Key Personnel. Attachment 3-Personnel Qualifications is for all personnel anticipated under contract.

Q20

The RFP states, “Volume 1-Technical Capability (40 pages)- No more than 40 Adobe PDF pages, including Appendices and Attachments. Resumes should be no longer than 1 page.” Are the 1-page resumes considered separate and excluded from 40-page limit? if not, that would require at least 8 pages of resumes (and possibly 9 if we are to include an Outreach Specialist). This provides only 32 pages remaining for the technical volume response, including a Project Management Plan, Quality Control Plan, and detailed plans for Contact Center Operating, Contact Center Volume and Case Tracking; Technology Integration; Data Analytics; Coaching Services; and Optional inTransition Support. Would the Government reconsider having resumes included as an Attachment to the technical volume to permit sufficient page count to address all other requirements cited by the RFP?

DHA

Response Resumes are not included as part of the 40-page page limit.

Q21

Reference RFP page 27, “Factor 3: Price.” Question: A firm fixed price contract type is appropriate when the risk involved is minimal or can be predicted with an acceptable degree of certainty, neither of which is the case for the inTransition Support Services contract. Because requirements are largely driven by external demand and can fluctuate significantly, would the Government consider changing the contract type to time and materials or cost reimbursable?

DHA

Response The contract type will remain as firm-fixed priced (FFP).

Q22

Reference PWS page 11, Section 1.20.b (Surge Plan). Question: The PWS states that a surge is triggered when volume increases 15 percent above historical volume, but there is no ceiling on what constitutes a surge. For pricing purposes, what volume increase percentage should be assumed for the surge support line items?

DHA

Response

Refer to PWS Section 5.2.6 for historicals. Refer to Attachment 2-Pricing Sheet for calculated percentage for the Surge CLINS.

Q23

Reference PWS page 25, Section 5.2.6. Question: The RFP states that “The minimum number of outbound contacts to be made for automatically enrolled and direct referrals will also be determined by the Government.” For pricing purposes, how many outbound contacts should be attempted for automatic enrollees and direct referrals?

DHA

Response

The requirement is not structured based on call volume. Refer to Attachment 2-Pricing Sheet and the Addendum to FAR 52.212-1, c. Pricing.

Q24 Reference PWS page 25, Section 5.2.6. Question: Historically, what is the average length of each inbound call?

Response Refer to Revised Attachment 1-PWS, Section 5.2.6.

Q25 Reference PWS page 25, Section 5.2.6. Question: The PWS states that historically there have been 2,750 active coaching cases at any given time. How many coaching contacts occur monthly per active coaching case?

DHA

Response Refer to Revised Attachment 1-PWS, Section 5.2.6.

Q26 Reference PWS page 25, Section 5.2.6. Question: Historically, what is the average length of each coaching contact?

DHA

Response Refer to Revised Attachment 1-PWS, Section 5.2.6.

Q27

Reference PWS page 32, Section 5.3.1 Outreach (optional). Questions: For budgeting purposes:

1: How many in-person panel presentations, within and inter-agency briefings, MTF and VA site visits, and conference presentations should vendors anticipate for each year of the contract?

2: How many conferences or events should vendors expect to facilitate and/or attend in each year of the contract?

3: Please provide more detail on the scope of coordinating and/or conducting media relations and other outreach activities.

5: What volumes of inTransition brochures, wallet cards, one-page informational documents and/or video segments to promote inTransition should vendors anticipate developing, printing, storing, and shipping to Military Medical Treatment Facilities in each year of the contract?

DHA

Response

Outreach services are optional, and travel costs associated with this service are included in Attachment 2-Pricing Sheet. The Contractor will determine the support needed based on the event.

The number conferences and site visits for the resulting contract is to be determined. The amount of materials needed in support of Outreach tasks will be determined by the Contractor.

Q28 Reference PWS page 33, Section 5.3.2. Telephonic Outreach to Automatically Enrolled Service Members (optional). Question: Historically, how many separating service members are identified on the monthly DHA-provided lists?

DHA

Response Refer to Revised Attachment 1-PWS, Section 5.3.2.

Q29 Reference PWS page 33, Section 5.3.3. Psychological Health Resource Center (PHRC) (optional). Question: Historically, how many contacts does the PHRC receive in a month?

DHA

Response Refer to Revised Attachment 1-PWS, Section 5.3.3.

Q30

Reference PWS page 36, Section 6.5.3. Question: What information should be submitted with the proposal to substantiate CMMC certification if the third-party assessment is in progress (to be completed by time of contract award but not in place at time of proposal submission)?

DHA

Response PWS Section 6.5.3 has been removed. Refer to Revised Attachment 1-PWS.

Q31 Reference PWS page 36, Section 6.5.3. Question: Please confirm that an offeror is not eligible for award if the CMMC Level 2 certification results have not been posted in SPRS at the time of award.

Response PWS Section 6.5.3 has been removed. Refer to Revised Attachment 1-PWS.

Q32

PWS – Pt. 1.0 General Information: 1.5 Scope

1. Question: Pg 3 - If coaches are referring participants to mental health services and not providing counseling or therapy, is there flexibility to allow a non-licensed professional such as a program coordinator or navigator to perform the requirements?

2. Question: Since the services are performed virtually, does it matter whether clinicians are licensed in certain states only? For example, can Texas-licensed clinicians offer coaching services to any clients, regardless of the client’s location?

DHA

Response

Q1: No, IAW DHA-AI 6490.02. Refer to Revised Attachment 1-PWS Section 5.2.5.

Q2: Yes. Refer to response provided for above.

Q33

PWS – Pt. 1.0 General Information: 1.12.2 Additional Key Personnel Question: Pg. 7 – Will the awardee have flexibility to determine the length of service for the two contact center coaches? Are we correct to understand that those coaches are expected to train staff to manage the expected volume of ~2,000 cases each month?

DHA

Response

All personnel will perform for the life of the contract. The Contractor will provide training for all staff IAW PWS 5.2.8.

Q34

PWS – Pt. 3 Government Furnished Property, Equipment, and Services: 3.3 Utilities Question: Pg. 16 – Given that the call center will serve clients outside the continental United States, is there any expectation that awardees have licensing or call center operations established outside of the continental United States (OCONUS)?

DHA

Response No. Refer to Revised Attachment 1-PWS Section 1.7.1.

Q35

PWS – Pt. 5 Specific Tasks: 5.2.7.1 Contact Center Procedures

1. Question: Pg. 27 -#15 - Are these coaching tasks and follow-ups expected to be performed by two (2) coaches? What is the coach-to-participant staffing ratio?

2. Question: Pg. 29 - #24 – Do any government agencies in addition to ICE need to collect data on inTransition participants.

DHA

Response

Q1: Refer to Revised Attachment 1-PWS Part 7, Exhibit 2. Offerors shall propose the best level of effort, and labor mix required to accomplish the work being requested IAW the Addendum to FAR 52.212-1.

Q2: The PWS does not require any government agency to collect data. ICE is a customer satisfaction survey/comment card system.

Q36 Which specific telehealth, chat and secure-form platforms are approved, and will APIs be provided for integration into the contractor’s CRM?

DHA

Response

The contact center software requirements are to be determined by the Contractor and meet the DoD requirement for CUI. No integration is required.

Q37 Will APIs for telehealth, chat and secure-form platforms be provided for integration into the contractor’s CRM if applicable?

DHA

Response

The contact center software requirements are to be determined by the Contractor and meet the DoD requirement for CUI.

Q38 The RFP states the contractor will be evaluated on their plan to supervise mental health professionals, yet the PWS explicitly says staff are not providing clinical care. Please clarify expectations regarding licensed mental health professionals.

DHA

Response

Licensed mental health professionals are mandated IAW DHA-AI 6490.02. Refer to Revised Attachment 1-PWS Section 5.2.5.

Q39 The PWS (Section 1.6.1.1) states that the contractor may not begin performance until the incumbent contract ends, but also requires transition-in activities within 15 business days. Can you clarify the expected start date of the transition-in period relative to contract award and incumbent contract end?

Response

The transition-in will be period is contingent upon the anticipated contract start date which cannot be determined at this phase of the acquisition.

Q40 The PWS states key personnel must be available day one, but the RFP allows 30 days for staffing beyond key personnel. Can you confirm that non-key personnel must be onboarded within 30 days of contract award?

DHA

Response

Key Personnel shall be available day one and all other personnel within 30 days of award IAW PWS Section 1.6.1.1.

Q41 The PWS mentions “referral sources” must be identified and trained during transition-in. Can you clarify if the government provides these sources, or the contractor must independently establish them?

DHA

Response IAW PWS Section 1.6.1.1, this is provided by the Contractor and included it the Transition-in Plan.

Q42 Is the “electronic record format” mentioned in the Transition-in Plan (PWS 1.6.1.1) referring to a government-provided system, or is the contractor expected to provide a custom data platform?

DHA

Response The system is provided by the Contractor.

Q43 The PWS requires the Transition-in Plan be submitted for approval by the COR and CO, but the CDRL states it is due NLT five days post-award. Which governs the final due date?

DHA

Response Refer to Revised Attachment 1-PWS Section 1.6.1.1.

Q44 The Transition-out Plan (PWS 1.6.1.2) must be submitted “NLT 60 days before contract end,” but the associated CDRL does not specify this due date clearly. Can you confirm the required submission deadline?

DHA

Response

PWS Section 1.6.1.2 and the CDRL 5 are consistent. The Transition-out Plan is to be submitted NLT 60 days before the final exercised option or end of contract, whichever comes first.

Q45 The PWS requires transfer of source code, maintenance updates and compiled/uncompiled versions during transition-out. Does this requirement apply to contractor-developed systems only, or also to COTS platforms used in service delivery?

DHA

Response Removed. Refer to Revised Attachment 1-PWS Section 1.6.1.2.

Q46 Can the government provide a list of all systems, hardware warranties and software licenses currently used in the performance of this work?

DHA

Response The Government is not aware of this information as it is proprietary to the incumbent.

Q47 Does the incumbent utilize proprietary software to manage cases or is it managed by commercially available software platforms? If commercial, list those technologies.

DHA

Response The Government is not aware of the incumbent’s software, as it is proprietary to the incumbent.

Q48

Section 1.7.3 on page 6 states that business hours are from 0800-1700 ET and PT, Monday- Friday excluding holidays. PRS#1 on page 40 states that the contractor shall provide 24/7 response to inquiries and triage to appropriate location. Can you please clarify the performance expectation and whether an automated response outside of business hours in acceptable?

Response Refer to Revised Attachment 1-PWS, Section 5.2.7.

Q49

This section of the PWS states that the draft QCP shall be submitted to the COR and CO for review and approval prior to the contract start date. Once approved, the final QCP shall be submitted within 15 business days of award and will be updated annually thereafter. The notice of award normally precedes the contract start date. Can the government please clarify the requirements for submitting the QCP?

DHA

Response

IAW PWS Section 1.10.1 and Addendum to FAR 52.212-2 (b) Sub-factor 2, the draft QCP shall be submitted prior to contract start date (with proposal) and final QCP within 15 business days of award.

Q50

On page 6 of the PWS, it speaks to the QCP. The language makes it sound as though a QCP is NOT due as part of the response to this solicitation. However, page 27 of the RFP says that a QCP must be submitted with the RFP response. Can the government please clarify the requirements for submitting the

QCP?

DHA

Response

IAW PWS Section 1.10.1 and Addendum to FAR 52.212-2 (b) Sub-factor 2, the draft QCP shall be submitted prior to contract start date (with proposal) and final QCP within 15 business days of award.

Q51 This section does not include a reference to the outreach specialist. This position however is mentioned in sections 1.7.1, 3.4, 4.4 and in Attachment 3 (Personnel Quals) in conjunction with requirements for other key personnel. Is this position a key position for the purposes of this solicitation?

DHA

Response

The Outreach Specialist is not Key Personnel. Attachment 3-Personnel Qualifications is for all personnel anticipated under contract.

Q52 Is the PM alternate also a key position?

DHA

Response The PM Alternate is not Key Personnel.

Q53 The RFP (page 25) states key personnel qualifications are in Attachment 7.1.4, but the PWS references Section 7.1.6. Can you confirm the correct attachment that defines key personnel qualifications?

DHA

Response Updated. Refer to Revised Attachment 1-PWS.

Q54 The PWS (Section 1.13) gives the government unlimited rights to all data and software. Can the contractor propose a commercial off-the-shelf (COTS) solution without full rights transfer of COTS IP?

DHA

Response

A contractor may be able to propose a COTS solution even if the PWS (Section 1.13) states the government obtains unlimited rights to all data and software. The contractor should ensure that any proposed COTS solution aligns with relevant FAR (Federal Acquisition Regulations) and DFARS (Defense Federal Acquisition Regulation Supplement) clauses regarding COTS and intellectual property rights.

Q55 What DHA networks is the contractor required to access to perform the requirements under this contract and which contractor staff will be granted that access?

DHA

Response Refer to Revised Attachment 1-PWS Section 3.4. They need access to the DHA Domain.

Q56 On page 11 of the PWS, it states that the draft PMP will be submitted before the contract start date and that the final will be submitted five days after award. The notice of award normally precedes the contract start date. Can the government please clarify the requirements for submitting the PMP?

DHA

Response

IAW PWS Section 1.19 and Addendum to FAR 52.212-2 (b) Sub-factor 2, the draft PMP shall be submitted with proposal submission and final within 5 days of award.

Q57 On page 11 of the PWS, it speaks to the PMP. The language makes it sound as though a PMP is NOT due as part of the response to this solicitation. However, page 27 of the RFP says that a PMP must be submitted with the RFP response. Can the government please clarify the requirements for submitting the

PMP?

DHA

Response

IAW PWS Section 1.19 and Addendum to FAR 52.212-2 (b) Sub-factor 2, the draft PMP shall be submitted with proposal submission and final within 5 days of award.

Q58 Can you provide historical data for the past two years related to surges in call volume and the additional contact center staff that have been required to meet this need?

DHA

Response Refer to Revised Attachment 1-PWS Section 5.2.7 (b).

Q59 Will computer equipment also be provided to the alternate PM and to the administrative support POC and alternate (page 20)?

DHA

Response Refer to Revised Attachment 1-PWS Section 3.4.

Q60 "Is there a required or expected call volume–to–FTE ratio to guide staffing model development?"

DHA

Response No. The requirement is not structured based on call volume.

Q61 How many emails are received on a daily basis, on average, in the DHA inTransition mailbox?

DHA

Response An average of 5 emails are received daily in the DHA inTransition mailbox.

Q62 How many IRB applications, reports and presentations does the contractor create or support the creation of on a monthly basis, on average?

DHA

Response An average 4 per year.

Q63 How many reports in support of third-party program evaluation efforts does the contractor create or support the creation of on a monthly basis, on average?

DHA

Response An average of one third-party program evaluation annually.

Q64

Section 5.2.2.2 speaks to maintaining ongoing program metrics and data on the DHA SharePoint site. It references individuals receiving coaching services, inbound and outbound contacts, etc. Is this the primary database for maintaining all data/records related to individuals receiving contacts or coaching support services through the inTransition Program?

DHA

Response No. The DHA SharePoint will be utilized IAW PWS 5.2.2.2.

Q65

"The solicitation and PWS reference various IT capabilities required to support inTransition operations, including telephony, call tracking, case management, data reporting, security and analytics. However, it is not clear whether the government will provide a fully integrated IT platform or expects the contractor to furnish and operate some or all of the IT system components.

Can DHA please clarify:

1. Will the government provide the full IT platform (including telephony, CRM/case management, data reporting and analytics systems) for use by the contractor?

2. If not, which components of the technical architecture are expected to be provided by the contractor, and which, if any, will be government-furnished?

3. Can DHA provide a description of the current technical architecture used by the incumbent contractor?

4. Which parts of the current system, if any, will remain in place and available to the new contractor after transition?"

DHA

Response

All aspects of the contact center are to be owned and operated by the Contractor and meet the DoD requirement for CUI. The IT platform used by the incumbent is proprietary.

Q66 Please clarify the delineation of roles between the licensed mental health care providers fulfilling the coaching roles and the remainder of the contact center staff personnel taking inbound or making outbound calls. Please also provide a staffing ratio of licensed coaches to other contact center personnel.

DHA

Response

Q1: Refer to Revised Attachment 1-PWS Section 5.2.5.

Q2: Offerors shall propose the best level of effort, and labor mix required to accomplish the work being requested IAW the Addendum to FAR 52.212-1.

Q67 What is the system that coaches and call center staff use to gather, store and track data for service members and/or veterans receiving inTransition services? Is it a government system? If it is a contractor-owned system, how will data be migrated from the incumbent's system to the awardee's system?

DHA

Response

All aspects of the contact center are to be owned and operated by the Contractor and meet the DoD requirement for CUI. No migration will be performed.

Q68

Section 5.2.7.1.2 requires reporting of emergent or crisis situations or irregularities in service provision within two hours of the event and a follow-up report within 24 hours of the event. Section 1.7.3 on page 6 states that business hours are from 0800-1700 ET and PT, Monday- Friday excluding holidays. Can you please explain expectations for the two-hour and 24-hour reporting requirements if incidents occur during a weekend or holiday?

DHA

Response Emergent reporting will only occur if received during business hours.

Q69 So that offerors can develop an LOE, can the government provide the number of conference presentations the contractor may support?

DHA

Response An average 4 per year.

Q70 So that offerors can develop an LOE, can the government provide an estimate of the number of outreach products the contractor may create?

DHA

Response

The Government is not able to provide an estimate of products needed as each event varies and services are optional. Any products remaining from the current contract will be provided to the Government and transferred to the new contractor.

Q71 "Is there a preferred or incumbent case management or telephony platform (e.g., Salesforce, NICE, Genesys) the government intends to continue using?”

DHA

Response The platform used is owned and operated by the Contractor.

Q72 Is an Authority to Operate (ATO) required for the contractor’s system? If so, what is the process and timeline for obtaining it? What reporting or audit requirements will apply to the system?

DHA

Response No.

Q73 Will the client require direct access to the system or data (specifically if the system is provided by the contractor)? If yes, what are access methods and to what specific resources (if any)?

Response No.

Q74 Which roles on the contract require IA certification? What level of IA is required per role?

Response

Q1. The IT SME Q2. IA level required is listed in current version of DoDM 8140.03 (latest version)

Q75

In section 6.5.3, it states that "The Contractor shall have a current (i.e., not more than three years old) CMMC Level 2 certificate, issued by an authorized CMMC Third Party Assessment Organization (3PAO), results posted in the SPRS at time of contract award." As a JV Mentor-Protege concept includes use of mentors' infrastructure by the protege, will the government accept the mentor CMMC L2 certification in a situation where the proposal is submitted by a joint venture formed under the authority of an SBA-approved mentor-protege agreement?

DHA

Response PWS Section 6.5.3 has been removed. Refer to Revised Attachment 1-PWS.

Q76 What roles on the contract are required to access CUI? Is access through government systems or through contractor systems?

DHA

Response

All services in this requirement meets the definition of CUI. Access to government systems will not be required.

Q77

PRS 1, 5 and 6 all suggest that there is a requirement for 24/7/365 live support. PRS 1 requires voicemail messages be acknowledged within 24 hours. PRS 5 has a requirement for immediate response to crisis communications. PRS 6 requires response within two hours of an incident involving threat to live and a full report within 24 hours. Section 1.7.3 on page 6 states that business hours are from 0800-1700 ET and PT, Monday- Friday excluding holidays. Please clarify the performance expectations with regard to crisis response and the hours of operation for the contact center.

DHA

Response Emergent reporting will only occur if received during business hours.

Q78 Outreach is listed as an optional activity, however the PRS 22 specifies conducting four outreach activities per month. Can the government please clarify if conducting those activities are optional or required tasks?

DHA

Response PRS 22 will be required when Outreach tasks are activated.

Q79 The preceding solicitation included variable pricing for variations and levels of inbound and outbound responses, as well as staffing prices. Does the absence of those details mean that only a staffing LOE and related ODCs will be the basis of the total evaluated price?

DHA

Response

No. Variable pricing was not included in this solicitation. Pricing inputs are Government plug-in amounts that should be included with labor. Refer to Revised Addendum to FAR 52.212-1, c.

Pricing.

Q80

Attachment 5 appears to only provide qualifications for key personnel. For example, it does not provide qualifications for the administrative support POC described on page 20 of the PWS. Do the personnel requirements in Attachment 3 Personnel Quals for Call Center Staff only apply to the three key contact center program staff listed on page 8 of the PWS or do the quals apply to all call center staff supporting the inTransition Contact Center?

DHA

Response Attachment 3-Personnel Qualifications is for all personnel anticipated under contract.

Q81 CDRL A003 requires a Data Dictionary submission. Will DHA provide a template or schema for this data dictionary, or should the contractor propose one?

Response The Government does not provide a templates or schema.

Q82 CDRLs include reports with metrics, statistics and source documentation. Are sample formats or performance benchmarks provided for these reports, or should the contractor propose them?

DHA

Response The Government does not provide sample formats or performance benchmarks.

Q83 Several CDRLs reference coordination with the DHA MA office. Will this office be the COR or a separate oversight function?

DHA

Response The DHA MA is the program being supported and the office in which the COR resides.

Q84 For Attachment 4, some CDRLs cite DI-MGMT forms without clear tailoring instructions. Will the government provide tailored guidance for data elements, formatting and submission frequencies?

DHA

Response No. Refer to the DI-MGMT referenced in each CDRL for formatting.

Q85 The CDRL portfolio mentions “electronic delivery,” but no technical specification for submission (e.g., portal, email, file format). Can you confirm the required submission method and platform?

DHA

Response Refer to Revised Attachment 1-PWS, Exhibit 1.

Q86 "What is the minimum required number of coaching staff at contract start and throughout performance?"

DHA

Response

Offerors shall propose the best level of effort, and labor mix required to accomplish the work being requested IAW the Addendum to FAR 52.212-1.

Q87 “What is the minimum required number of contact center staff at contract start and throughout performance?"

DHA

Response

Offerors shall propose the best level of effort, and labor mix required to accomplish the work being requested IAW the Addendum to FAR 52.212-1.

Q88 Form 1449 instructions state that "OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24 AND 30." Can the government confirm those are the sections for the offeror to complete as opposed to Section 8 and 14?

DHA

Response Updated. Refer to Revised Addendum to FAR 52.212-1 (b) Proposal Content, subpar. 2

Q89 Are there any font type, size and margin requirements for the three volumes?

DHA

Response Updated. Refer to Revised Addendum to FAR 52.212-1 (b) Proposal Content.

Q90

b. Volume 2-Past Performance (3 pages)- Subcontractor past performance consent forms are required to be included in the past performance volume (Attachment 3). Attachment 3 is Key Personnel Descriptions.

Is there another attachment that is referring to the required Consent Form?

DHA

Response Updated. Refer to Revised Addendum to FAR 52.212-1 (b) Proposal Content, subpar. 3b.

Q91

In the instructions to offerors, the solicitation states “Joint Venture and Teaming Arrangements- If considering a joint-venture or teaming arrangement, the primary offeror must demonstrate that the affiliate will perform more than 50% of the resulting contract. Sufficient information shall be submitted with the proposal, such as a copy of the signed arrangement, i.e., documented affiliation, teaming agreement or joint venture.” In a situation where the proposal is submitted by a joint venture formed under the authority of an SBA-approved mentor protege agreement, will it be acceptable for the protege to perform 40% of the resulting contract as provided for in 13 § 125.8 (C)(1)?

DHA

Response Yes, in accordance with FAR 52.219-14(g)(1).

Q92

Given the volume of questions submitted and the potential impact of the responses on offerors’ proposal strategies and solution development, would the government consider extending the proposal submission deadline to allow offerors sufficient time to incorporate any clarifications or changes resulting from the Q&A process?

DHA

Response Refer to Amendment 0001.

Q93

PWS 6.5.3.1 requires the contractor to possess a current CMMC Level 2 certificate, issued by an authorized CMMC Third Party Assessment Organization (3PAO). The CMMC Final Rule became effective on December 2024 (Phase 1 allows for CMMC self-assessment of Level 1 and Level 2) with discretion to require Level 2 assessment. Phase 2, requiring a 3PAO assessment, is not implemented until December 2025. Currently, 3PAOs are booked through mid-year 2026, significantly delaying many compliant small businesses from receiving the certificate.

Taking this into consideration, would the government revise this requirement to CMMC Level 2 self-assessment (compliant with Phase 1) or a Level 2 mock assessment with an authorized 3PAO, providing a Level 2 audit is scheduled during the period of performance?

DHA

Response PWS Section 6.5.3 has been removed. Refer to Revised Attachment 1-PWS.

Q94 PWS Part 3 – GFE, 3.4 Equipment. The PWS states that computers will be provided for the PM, Data Analyst, and Outreach Specialist. Will the contractor provide computer equipment for the other staff to access the DHA network or software at any point?

DHA

Response No. Refer to PWS Part 4.

Q95 PWS 3.4.1: Is the GFP Module the same as the Contact Center System, or is a contractor-provided contact center as a service software solution part of the requirement?

DHA

Response

The contact center software requirements are to be determined by the Contractor and meet the DoD requirement for CUI.

Q96 PWS 4.3: Please provide more descriptive contact center software requirements

DHA

Response

The contact center software requirements are to be determined by the Contractor and meet the DoD requirement for CUI.

Q97 PWS 6.6.3: Please provide more detailed requirements of the information system. Information system development/procurement is not listed in the specific tasks.

DHA

Response

PWS 6.6.3 has been removed. The contact center software requirements are to be determined by the Contractor and meet the DoD requirement for CUI.

Q98 PWS 6.6.3: Is the referenced information system GFP or contractor procured?

DHA

Response PWS Section 6.6.3 has been removed.

Q99 PWS 6.6.3: Is the referenced information system hosted on the DHA network or contractor site network?

Response PWS Section 6.6.3 has been removed.

Q100 Solicitation, Evaluation: To maximize competition and minimize risk, would the government consider evaluating the Factor 1 technical capability for confidence level and incorporated into the tradeoff instead of just acceptable/unacceptable?

DHA

Response

Evaluation of technical capability will remain. Risks will be minimized via evaluation of past performance.

Q101

Solicitation Instruction/Evaluation: If Factor 1 is found to be technically acceptable, the current criteria only competitively evaluate past performance and price. To ensure a thorough description of offerors’ past performance and subsequently a higher level of competition, please increase the past performance page limit to 15 with no limit on the quantity of references.

DHA

Response

Refer to Revised Addendum to the FAR 52.212-1, Proposal Volumes, b. Volume 2-Past Performance.

Q102 PWS 5.2.6: Is coaching or any other service provided by licensed mental health professionals considered clinical, or nonclinical?

DHA

Response The services being performed are non-clinical.

Q103 Solicitation Instructions: Proposal Volumes Item c. Volume 3-Price. Instructions do not state that a written price narrative is required, is the offeror permitted to submit a Price Narrative to accompany the Price Volume?

DHA

Response Refer to the Revised Addendum to FAR 52.212-1, c. Pricing.

Q104 How many incumbent personnel currently provide these services?

DHA

Response The Government is not aware of how many personnel are current providing the service.

Q105 Is this a Service Contract Act (SCA) wage determination (WD) contract?

DHA

Response The resulting contract is subject to SCA standards.

Q106 Will interim access be allowed as new staff await final adjudication of their clearances?

DHA

Response Refer to Revised Attachment 1-PWS, Section 1.16.1.

Q107 Are incumbent staff currently located in the Capital Region or dispersed throughout the continental US?

DHA

Response

RFP HT001125R0047 will result in a new contract. Refer to Attachment 1-PWS for details of the requirement.

Q108 Attachment 2: Will the Government please confirm the origin of the totals for CLINs xxx1, xxxx2, and xxxx5?

Response The question is unclear. All CLINS should include all costs IAW the Attachment 2-Pricing Sheet.

Q109 Attachment 2: Should proposals include $15,000.00 in the proposed staffing costs (CLINS 00001 and Options)?

DHA

Response Yes. Refer to the Revised Addendum to FAR 52.212-1, c. Pricing.

Q110 Attachment 2: If proposing as a Joint Venture (JV); Tab 2 Labor Breakdown, column C asks for the business name. Should responders list the JV name in the column or individual business names within the JV?

DHA

Response The individual business names.

Q111 Sick hours under the service contract act: Sick leave for contracts E.O. states 1 hour for every 30 hours worked, or up to 56 hours a year. Attachment 2 states to use 40 hours of sick leave. Do we follow Attachment 2 or E.O. for contractors under the service contract act?

DHA

Response Updated. Refer to Revised Attachment 2-Pricing Sheet.

Q112 Attachment 2: Tab 1 says to use $10,000 for the CLINS xxxx2 as a plug figure from Tab 3, but the sheet has $9,996 as the plug figure. Should we change the figure to $10,000 or keep it at $9,996?

DHA

Response Attachment 2 notes approx. for CLIN XXX2 and are not to be changed.

Q113 Does the Government approve assumptions to be included in the pricing volume?

DHA

Response No. Pricing shall be submitted IAW the Addendum to the FAR 52.212-1, c. Pricing.

Q114 Attachment 2, Tab 2: For staffing, are only Key Personnel to be included or all staff, with a "TBD" next to unidentified staff at time of proposal?

DHA

Response Pricing should be provided for all staff at proposal submission.

Q115 Will the Government accept a past performance reference for work performed by one of our current employees in lieu of a reference for work performed by our company, as a whole?

DHA

Response

Past performance shall be submitted IAW the Addendum to the FAR 52.212-1. b. Past Performance.

Q116 Will government please clarify if it is 3 attempts to contact service members/veterans within 7 days of first outreach attempt or 2 attempts?

DHA

Response Make 3 attempts IAW Attachment 1-PWS, PRS 7.

Q117

Outreach Specialist is not listed under key personnel but is listed in 1.7.1. Is the Outreach Specialist intended to be Key personnel? Outreach Specialist is not listed under key personnel but is listed in 3.4. Is the Outreach Specialist intended to be Key personnel? Outreach Specialist is not listed under key personnel but is listed in 4.4. Is the Outreach Specialist intended to be Key personnel?

DHA

Response Outreach Specialist is not Key Personnel.

Q118 Can the government clarify if the PMP is due at proposal submission or after contract award?

Response Refer to Revised PWS Section 1.19 and CDRL 6.

Q119

Will the government please clarify the specific aspects of the inTransition Contact center that are delivered 24/7 and the specific aspects of the inTransition Contact Center are delivered during standard business hours (M-F, 0800-1700 ET and PT). Section 1.7.3 and 5.2.7 appear to provide conflicting requirements.

DHA

Response Refer to Revised PWS Section 5.2.7.

Q120 Attachment 3 is personnel qualifications and Attachment 4 is the CDRL portfolio. Neither attachment is related to past performance. Can the government please provide the subcontractor past performance consent form?

DHA

Response Updated. Refer to Revised Addendum to FAR 52.212-1 (b) Proposal Content, subpar. 3b.

Q121 Can the government please confirm that the performance consent forms do not count towards the past performance page count?

DHA

Response Consent forms are not included in the page count.

Q122 Can the government please confirm that the government's intent is that each past performance submission are a maximum of three pages in length for a total of 9 pages for all three references?

DHA

Response Past Performance will be one page per reference.

Q123 Will the government confirm that the quality control plan is excluded from the 40-page technical volume page count and should be added as an Appendix?

DHA

Response QCP is not included as part of the page limit.

Q124 Will the government confirm the program management plan from the 40-page technical volume page count and be added as an Appendix?

DHA

Response PMP is not included as part of the page limit.

Q125 As there are quite a large number of requirements to be included in the transition in and transition out plan, will the government confirm the transition in and transition out plans are excluded from the 40-page technical volume page count and should be an Appendix?

DHA

Response Yes, they are included in the page counts. Refer to Revised Addendum to FAR 52.212-1

Q126 Will the Government please confirm that Tab1 Total Evaluated Price should have the same Unit Price for CLINs 5001, 5002, and 5005 inTransition Support as for CLINs 4001, 4002, and 4003 inTransition Support?

DHA

Response

Tab 1 should include the total all cost associated with providing the service. Refer to Attachment 2- Pricing Sheet and the Addendum to FAR 52.212-1, c. Pricing.

Q127 To ensure compliance and consistency among proposals, will the Government please clarify which Travel plug will be used by Offerors for the Base through Option Year 4?

DHA

Response

Refer to Addendum to the FAR 52.212-1, Proposal Content, (3)-Proposal Volumes, c. Volume 3- Price.

Q128 Will the Government please confirm that that the calculation will be corrected with the revision of the Unit Price for CLIN 5001 inTransition Support?

DHA

Response No changes will be made to CLIN 5001.

Q129 Will the Government please confirm the 1,880 productive hours per FTE is correct?

DHA

Response Refer to Revised Attachment 1-PWS Part 7, Exhibit 2.

Q130 The Government file "Attachment 2- Pricing Sheet" has a tab for "Tab 2 Labor Breakdown" but no way to break out staffing by year, should bidders insert rows to show yearly staffing, or will the Government provide an updated pricing sheet?

DHA

Response Refer to Attachment 2-Pricing Sheet and the Addendum to FAR 52.212-1, c. Pricing.

Q131 Will the Government please confirm that the plug-in amounts provided are ceilings only for materials within the CLINS, and that other costs (labor, material, etc.) may also be included in the monthly CLIN pricing?

DHA

Response Yes. Refer to Attachment 2-Pricing Sheet and the Addendum to FAR 52.212-1, c. Pricing.

Q132 Will the Government please confirm that the plug-in amounts provided are ceilings only for travel within the CLINS, and that other costs (labor, material, etc.) may also be included in the monthly CLIN pricing?

DHA

Response

Plug-ins have been provided for Material Costs and Travel. Refer to Addendum to the FAR 52.212- 1, Proposal Content, (3)-Proposal Volumes, c. Volume 3-Price.

Q133 Will the government please confirm that the minimum of 1 year of experience for an IT SME is correct?

DHA

Response Yes, it is correct.

Q134 Would the government consider adding a transition CLIN?

DHA

Response

CLINS will not be added for transition periods. Transition-in will be at the expense of the incoming Contractor IAW PWS Section 1.6.1.1.

Q135

"Key Personnel disconnect between RFP and PWS.

RFP Instructions note proposal shall identify the following key personnel assigned to work under the resulting contract: Program Manager (PM), Data Analytics SME, IT SME, Contact Center Coaches (2), Three contact center program staff.

PWS notes Key Personnel as PM and others “at time of award”: Data Analytics Subject Matter Expert (SME), Information Technology SME, Contact Center coaches (two), Three contact center program staff.

Please confirm that resumes and letters of commitment are required for all key personnel (Program Manager (PM), Data Analytics SME, IT SME, Contact Center Coaches (2), Three contact center program staff) at time of submission."

DHA

Response

Resumes are required for Key Personnel IAW the Addendum to FAR 52.212-2, Factor 1, Sub-factor 1.

Q136

To ensure accurate compliance planning and pricing assumptions, can the Government please confirm whether any of the referenced clauses are intended to be incorporated into the resulting contract, and if so, whether they will be added prior to award, at the time of award, or incorporated later by modification.

• FAR 52.227-14 – Rights in Data – General

• FAR 52.231-1 – Allowable Costs

• FAR 52.232-7 – Payments under T&M Contracts

• FAR 52.242-15 – Stop-Work Order

• FAR 52.204-21 – Basic Safeguarding of Covered Contractor Information Systems

• FAR 52.204-23 – Prohibition on Certain Telecommunications Equipment

• DFARS 252.239-7010 – Cloud Computing Services

• DFARS 252.204-7019 – Notice of NIST SP 800-171 DoD Assessment Requirements

• DFARS 252.204-7020 – NIST SP 800-171 Assessment Requirements

• DFARS 252.204-7021 – CMMC Level 2 Requirements

DHA

Response

The Government will determine the appropriate clauses for this requirement. Clauses issued with the RFP will flow into the award, if applicable.

Q137 inTransition Support Services FFP inTransition Support Services IAW Part 5.1-5.2.8. "Recommend changing ""Part"" to ""PWS""

DHA

Response Updated.

Q138 SF1449 "Para 5.3.1.1 does not exist in the document. Recommend changing ""5.3.1.1"" to ""5.3.1"

DHA

Response Updated.

Q139

"Question: What is the DHA's expectation for the three key ""contact center program staff""?

Q. What are the specific roles for which the DHA is requesting to list them as key personnel?

Q. Do you prefer offerors to identify three senior agents or simply contact center personnel at the discretion of the offeror that meet requirements in Attachment 1?”

DHA

Response

Q1: They are key personnel and are essential to the success of the program Q2: Refer to Revised Attachment 1-PWS Section 5.2.6-5.2.7 and Attachment 3 Q3: Contact Center Personnel at the offeror’s discretion

Q140 "During the period between award and kickoff, there will be 10 days. However, the awardee is required to be fully operational on day 16, less than a week after the kickoff.

Q. Is this the DHA's intent? "

DHA

Response

Yes, this is the Government’s intent. In accordance with Revised Attachment 1-PWS Section 1.6.1.1 states Contractor shall include their plan to shift to full performance on the 16th business day of performance.

Q141 Q. How will the DHA apply the range of definitions in its evaluation of offerors if the only technical ratings that can be earned by an offeror are "Acceptable" or "Unacceptable"? Would the DHA consider rank-ordering acceptable bids based on demonstrated strengths?

DHA

Response

Q1: Refer to Revised Addendum to the FAR 52.212-2.

Q2: No. Refer to Revised Addendum to the FAR 52.212-2.

Q142

"We understand that RFPs typically exclude pricing information. However, when demonstrating an approach, methodology, process, the DHA benefits from contractors providing ""proof points"" which are generally representative of our corporate experience in performance of either current or past contract execution.

Q. May offerors provide short summaries/proof points of…