RFP QAs Round 1.xlsx
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CSS RFP Q&As
| Q# | Q&A Round | Topic | RFP Document & Para | Question | Answer |
| 1 | 1 | Past Performance | RFP Vol III Past Performance; page 58, para. 7. | Can sub-contractors Past Performance be used? | Subcontractor Past Performance may be submitted. If offerors choose to submit subcontractor Past Performance, they shall submit a narrative outlining the aspects of the requirement for which each subcontractor will be utilized. RFP will be amended to reflect this requirement. |
| 2 | 1 | Minimum CSS rating level desired | RFP Vol II Technical Approach; page 58, para. 6 | Are there minimum performance levels (KPIs) that Transcom management is expected to maintain in terms of customers satisfaction--e.g. 80% ratings are 4 or higher on Likert scale)? | PWS Paragraph 2.0 indicates the acceptable performance levels for contractor performance. USTRANSCOM does not have a minimum level of customer satisfaction to achieve. |
| 3 | 1 | Historical CSS ratings | RFP Vol II Technical Approach; page 58, para. 6 | Is there a history of customer satisfaction ratings for different segments of the community of customers? | A history of customer satisfaction ratings exists, but the data do not correlate properly to the scoring system of this requirement. |
| 4 | 1 | Milmove | Appendix 4 Triggering Systems ; Page 1, para. 2 | MilMove is in the prototype stage. What is the anticipated timetable for full operation of Milmove? | Yes, MilMove is in the prototype stage. We anticipate MilMove will be able to send out CSS triggers starting 1 Mar 21. |
| 5 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | It is mentioned that "manual triggering by an authorized user logging in to the CSS system shall be supported for times when the interface is not available." Can the Government confirm that the "manual triggering" will be done by an authorized Government user? | Yes, manual triggering would be done by an authorized Government user for times when the interface in not available. |
| 6 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | When and how will the government provide contact information regarding customers that are meant to receive a CSS survey? | Triggers will include customer contact information for the CSS Contractor to initiate the sruvey. |
| 7 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | Will both email and phone be provided for each customer, or will just one means of communication for each customer be provided? | Customers will provide their preferred method of communication (i.e. mobile number, email, etc.) that information will be passed to the CSS contractor in the Trigger. Customers may provide multiple means of contact or one method of communication. |
| 8 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | It is mentioned that "information shall be provided in order to properly trigger the survey." Will the government describe what information will be provided? | See Question #7 |
| 9 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | It is mentioned that "information shall be provided in order to properly trigger the survey." Is this the point at which email and/or phone number for the respondent will be provided? | See Question #6 |
| 10 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | It is mentioned that "information shall be provided in order to properly trigger the survey." Will the timezone of where the respondent is located be included as part of the information provided to trigger the survey? | The trigger will include the origin and destination locations. The CSS contractor will determine the timezone from this information. |
| 11 | 1 | IDIQ PWS Secion 1 | First Paragraph in the section, Pg 1 | Where will customers receiving the CSS survey(s) be located? | Customers receiving the surveys will be located globally. |
| 12 | 1 | IDIQ PWS Secion 1 | First Paragraph in the section, Pg 1 | Will customers receiving the CSS survey(s) be located within the US and Canada, or will they be located anywhere in the world? | See Question #11 |
| 13 | 1 | IDIQ PWS Secion 1 | First Paragraph in the section, Pg 1 | For Question 4 above, should we reference cell phone number rather than phone number? | See Question #7 |
| 14 | 1 | RFP General Information | (4) Page Limitations, Pg 56 | Can a Cover Letter be included and if so can that be excluded from the Page Limit fo Volume II? | Yes, If offerors choose to submit a cover letter, they shall do so with their Business Proposals (Volume I) and will not count towards the page limit. |
| 15 | 1 | RFP Volume I Business Proposal | (2) RFP Information Sheet, Pg 57 | Can the content in Attachment 6 be inserted into Volume 1 or does Attachment 6 have to be provided as a separate file/attachment? | Attachment 6 may be submitted with Volume I, but must retain the same format and content. |
| 16 | 1 | RFP Volume III Past Performance | 2nd Paragraph, Pg 58 | The RFP states "Each Offeror shall provide a Past Performance Reference Submission Sheet (Attachment 4) for each reference submitted" - Can the content in Attachment 4 be inserted into Volume III or does Attachment 4 have to be provided as a separate file? Note: The Header in Attachment states "Attachment 3". | Attachment 6 may be submitted with Volume I, but must retain the same format and content. |
| 17 | 1 | IDIQ PWS Section 1.6 , Reports | 1st Paragraph, Pg 4 | The RFP states "Customers have up to one year to complete surveys". Did the previous contractor send reminders to the respondents to complete the survey? | The current DPS system sends survey reminders up to 3 times after the initial survey is sent. The offerors technical approach should include a plan for survey reminders in order to achieve the 40% survey return rate. |
| 18 | 1 | Attachment 2 - Pricing Sheet | The CLINS for the Option Years are not numbered correctly (e.g. Option Period One Stage 1 - Pre-move Surveys should be 1001). Can the government provide a revised pricing sheet? | The Government will provide a revised pricing sheet via Solicitation Amendment. | |
| 19 | 1 | RFP Volume I Business Proposal | (4) FAR 52.212-3 Alt I, Pg 57 | Can the government clarify if this form must be submitted even if our representations and certifications are current in SAM.GOV? | If an offeror has completed annual representations and certifications electronically via the SAM Website, the offeror shall complete only paragraph (b) of provision 52.212-3 Alt I. |
| 20 | 1 | 1.7.1. Development of surveys by line of business and phase. | First Paragraph in the section, Pg 5 | How many questions are there per phase within each of the lines of business? | Each phase will have one or more questions sent (PWS Paragaph 1.1). Contractors may propose changes to attachment 2 to be evaluated with their proposal. (See Attachment #2 for questions per phase). The exact questions and content to be sent will be agreed upon between the Government and the Contractor at task order issuance. |
| 21 | 1 | 1.7.1. Development of surveys by line of business and phase. | First Paragraph in the section, Pg 5 | Please confirm there are three lines of business (HHG, POV, NTS). | Yes, there are 3 lines of business for surveys (HHG, POV and NTS) |
| 22 | 1 | 1.7.1. Development of surveys by line of business and phase. | First Paragraph in the section, Pg 5 | This question refers to the following statement: "The surveys shall be created in coordination with the Government based on the line of business and phase. Some example survey questions are included in Attachment 2. The survey question bank shall be validated using the manual triggering process." Will questions within each line of business (in a particular phase) be the same for all respondents or will there be a set of questions (bank of questions) that will be created through a randomized/rotation process? | Each line of business will have similar, but unique, survey questions sent to customers. For instance, if someone is storing a vehicle under the POV contract, we would not want the survey question to ask how was the packing experience? Their question would be a slightly different question that may ask how was your vehicle drop off experience, or something similar. |
| 23 | 1 | Appendix 2 - Survey Questions; Question #2 of the CSS2 (Physical Move Services) questionnaire example | Question 2, Pg 2 | Question #2 reads as follows "2. Evaluate the services, with 1 being the lowest satisfaction and 5 being the highest satisfaction, provided at origin by the moving company such as: courtesy of the loading crew, providers were clean, neat, easily identifiable as company employees and crew exhibited professional behavior." For this example, would a respondent be asked to rate all of the attributes (e.g. "courtesy of the loading crew," "providers were clean") in this question, or just one of the attributes? If the respond is meant to rate one attribute at a time, how will it be determined which attribute the respondent will be rating (e.g. will attributes be rotated)? | Free text comments should be included in the survey for the customer to indicate which part of the move experience was satisfactory or not satisfactory. |
| 24 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | API - are there any specific protocols and format that are needed or standard web services would suffice? | DPS is anticipating a standard web service will be used. MilMove is planning an API to be used. |
| 25 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | Would each trigger have an individual record to initiate the CSS or collection of records? | It is anticipated the web service/API will contain triggers published by individual record. |
| 26 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | Manual triggers would be a simple web form or file upload capability for mass trigger creation? | Manual process (web form or file upload) would be determined by the CSS contractor's system. DPS/MilMove will provide information to the Gov authorized user as described in the PWS. |
| 27 | 1 | Triggering | IDIQ PWS Section 1.3, Pg 3 | Would there be any APIs available to transfer data to Global Exchange or GeX? Any additional methods avaible for e.g. Secure File transfers, portal upload, etc for fail safe? | The preferred method is SFTP. Government is not aware of any APIs. |
| 28 | 1 | PWS | 1.1, Pg 2 | To ensure compliance with the 24 hour after triggers sent to the contractor, we assume that triggers received on Friday’s can be sent on Monday’s that are not an approved Federal holiday or the first duty day after a Federal holiday. Please clarify? 2) Will the Government be providing the physical (time zone) location of the customer with the trigger information at the time the survey is required to ensure the contractor can be compliant with the times surveys can be sent? | Yes, PWS Paragraph 1.1 indicates surveys are not to be sent on weekends or holidays. See Question 10 for timezone location of the customer. |
| 29 | 1 | PWS | 1.1, Pg 2 | Will the Government clarify whether offerors should estimate the cost of this requirement in our FFP price for each year, or will the awardee be allowed to work with KO/COR to negotiate a modification to our contract price at the time the request for change is initiated? | Offerors shall estimate the cost of this requirement as a FFP for each year at the IDIQ level. Task orders will be issued and priced using these amounts. Any changes post-award will be by contract modification. |
| 30 | 1 | PWS, Information Technology Systems | 1.2, Pg 2 & 3 | How long will the contractor be required to store and maintain Government sensitive/PII information on customers before it can be purged from our systems? 2) Will the contractor be required to purge customer PII from the reports prior to transmission to the Government? | Once the CSS contractor confirms survey information and reports are received and stored in IGC for warehousing and not needed to meet PWS SDS requirements the PII information can be purged from the Contractor's IT system. |
| 31 | 1 | Attachment 3/PWS - Systems Integration | 1.3, Pg 3 | Does the “Government’s Data Warehouse” and “Government IT System” icon in the Attachment 3 equate to the same system (s) interface that the contractor will be sending reports and transferring data or are there two different system/interfaces that must be developed during the ramp up period? The last requirement in the references seems to infer there are two separate systems that need to be interfaced. If so, please update the drawing in attachment 3 and text in this section to ensure the offerors understanding of Government’s requirements/current infrastructure are clear. 2) Does the Government’s IT System/Data Warehouse (IGC) reside on NIPRNET or set outside the Government’s NIPR firewalls so data can be more easily accessed by commercial contractors/move vendors in both directions? If the Government systems are on NIPRNET, will the Government provide the necessary Government email address/CAC/security protocols/APIs for the data interface to work in both directions? | There are 3 interfaces required. 2 separate interfaces with MilMove and DPS for the purpose of receiving triggers and 1 interface with IGC, where completed surveys and reports will be sent. Appendix 3 shows step 1 as interface with DPS and MilMove and step 4 shows data being transferred to IGC as another interface point. Dale: can you help answer? |
| 32 | 1 | PWS - Systems Integration/Trigger Table | 1.3, 3 | Will the Government be providing the customer’s location and contact cell phone during transit so that awardee will be able to comply with PWS requirements to only send surveys between 0800 and 1800, and be able to follow up with customers via text who have not responded to the CSS in order to achieve a 40% > response rate? | See Question #6 and #7 |
| 33 | 1 | Attachment 3 - Visual of Future Process Graphic | We assume the dashed arrow pointing towards the contractor infers the DoD customers responses to the surveys that the contractor sends. Please clarify? 2) If our assumption in question 1 is correct, what does the arrow pointing towards the DoD Customer through email icons denote? Please explain or update the graphic accordingly? | Step #3, in the Appendix 3 visual aid, indicates the customers response is sent to the CSS Contractor when complete. The envelopes and cell phone texts pictorials are just examples of how the surveys may be sent back to the contractor from the customer. Contractors are invited to propose their own unique solution to gathering survey information. | |
| 34 | 1 | PWS - Ramp Up | 1.7, Pg 5 | It appears the PWS is requiring complete ramp up plan to submitted with the proposal, will the Government consider excluding the ramp up plan from page count? 2) If not, will the Government consider changing this requirement to the contractor approach to ramp up to full performance operations as many of the requirements will not be known until the Government kick-off and technical exchange meetings after award? | The ramp-up plan should clearly identify activities required and the timeframes associated with accomplishing each Performance Work Statement (PWS) requirement. As stated in the RFP, The Government will evalute this plan as part of the offerors technical response to the RFP in order to ensure contractors are capable of integrating their IT system with the Government's IT systems. The technical page count remains 35. |
| 35 | 1 | PWS - Service Delivery Summary Table | 2.0, Pg 6 | Can the Government explain how this performance standard will measured triggers that are sent on Thursday or Friday when a Government holiday or weekend is involved? | Assuming the SDS reference is in regards to calculating the requirement to trigger a survey within 24 hours. The Government will use the data sent from DPS or MilMove to determine if the survey was sent within 24 hours, weekends and holidays will be excluded when determining if this requirement is met. |
| 36 | 1 | PWS - Summary Delivery Summary Table | 2.0, Pg 6 | Can the Government explain how and the frequency that this performance standard will be measured (e.g. monthly, annually by contract year) given the DoD customer has up to a year to respond to the survey as stated in para 1.6. 2) Will the Government Transportation offices and DoD Customer Commanders be emphasizing the requirement to respond to the survey? 3) If the response rate for each individual survey stage is =>30%, can the Government explain how the response rates for all survey sent is =>40% will be calculated? 4). The RFP states only completed surveys will sent to the Government IGC, can the Government please clarify how response rates will be calculated? | The frequency of this performance metric will be evaluated monthly for the duration of the contract. The Government will encourage customers to complete surveys. The metric for response rates will be updated as completed surveys are received, up to 12 months prior. |
| 37 | 1 | PWS - Government Furnished Property/Information | 3.4, Pg 7 | Will Government be providing the DoD customer location (e.g. to determine time zone) during each phase or while in transit to meet the PWS requirement that survey can only be sent during 0800-1800 in the customer local time zone? Will the Government be providing the DoD Customer’s cell phone information so that the survey and/or reminders may be sent if survey are not returned in the timely manner. | See Questions #6 and #7 |
| 38 | 1 | PWS - Security Requirments | 3.6, Pg 7 | Can the Government explain who is the third party and is this different than the Government description and graphic that triggers are coming from a Government IT Systems/IGC? | PWS Paragraph 3.6 states "The Contractor will be fed information from a third party system that identifies when each CSS is to be sent". In this instance a third party system refers to DPS/MilMove and IGC. |
| 39 | 1 | PWS - Confidentiality and Non-Attribution Statement | 4.6, Pg 10 | Was it the Government’s intent to add the Cyber Incident Reporting to the SDS? If so, recommend adding it in the amendment to the PWS (if any). 2) If the Cyber Incident Reporting requirement is intended to be an SDS performance objective and threshold, please clarify the definition of “timely” in the performance objective so that performance threshold can be clearly understood by offerors and evaluated by the Government after award. | RFP will be amended to include Cyber incident reporting as a requirement in the SDS. Timely includes "the contractor is required to notify USTRANSCOM as soon as practicable, but no later than 24 hours after discovering a reportable cyber-incident will be a contract". |
| 40 | 1 | PWS - Cyber Assessments and Mitigation Plan | 5.1, Pg 11 | Please clarify that the initial Plan of Action IAW Appendix 5 and 6 shall be submitted along with the Self Assessment within 30 days after award? | Yes, Attachments 5 and 6 will be submitted within 30 days after contract award. |
| 41 | 1 | RFP - Clauses Incorporated by Reference, 52.222-4 STATEMENT OF EQUIVALENT RATES FOR FEDERAL HIRES (MAY 2014); Instructions to Offerors, Vol IV Price, Attachment 2 | Pg 40 | Questions: 1) Has the Government determined that this vehicle is designated or falls under the provisions of the service contract act? 2) Is there any requirement to propose labor categories or associated rates on this IDIQ or at the TO level? | The performance of this contract falls under the provisions of the Service Contract Act (SCA) via RFP clause 52.222-41. The awardee will be required to comply with the SCA, but there is no requirement to propose labor categories for the IDIQ or any Task Order thereunder. |
| 42 | 1 | RFP - Instructions to Offerors, Vol II, Technical approach | Pg 58 | Comment: The PWS SDS states there is a requirement ensure a =>40% response rate across all stages and there is a separate requirement to ensure a =>30% for each stage. Question: Please clarify the minimum requirement for response rates for across all stages and for each stage. | PWS, SDS 2.0 states the minimum requirements for all survey response rates (all 4 stages) is 40%. The 30% threshold is to ensure we are getting adequate amount of responses from each stage of the moving process. |
| 43 | 1 | RFP - Instructions to Offerors, Vol II, Technical approach | Pg 58 | Questions: 1) Are the offerors proposed changes, graphics, images to Appendix 2 to be submitted with the proposal? 2) If so, will the Government consider excluding these files from the page count as appendix 2 is currently 4 pages? | Offerors proposing changes to Appendix 2 will be included in the page count, volume II Technical. |
| 44 | 1 | RFP - Instructions to Offerors, Vol II, Technical approach | Pg 58 | Questions: 1) Does the Government consider any major subcontractor or survey tool vendors to be included in the definition of the offeror? 2) If so, would Government consider allowing the prime to include one relevant past performance citation from a major subcontractor in the limit of three citations where all RFP Past Performance requirements apply to the subcontractor as well? 3) If not, will the Government accept additional citations from major subcontractors and provide guidance thereof. | See Question 1 |
| 45 | 1 | RFP - Instructions to Offerors, Vol III, Past Performance; Attachment 2 Note | Pg 59 | The note in attachment 2 states that Systems Integration/Interfacing will be ordered a maximum of three times throughout the life of the contract yet the spreadsheet reflects that offerors should price 3 times for the base year and each option year, totaling 15. Please clarify? | The interface clin may be orderd at any time during the IDIQ period of performance depending on the timing the interface is ordered. For instance, if the Government orders an interface via task order in the base year, the base year price will be paid. If the Government oders the interface in option year 1, option year one price would be paid and so forth. |
| 46 | 1 | RFP - Evaluation – Commercial Items; Instructions to offerors, Vol IV | Pg 63 | Comment: The guidance between the RFP Instructions to Offerors and Evaluation Criteria and what is available to be priced in Attachment 2 appear to contradict each other. Question: Please clarify whether offerors are required to price the 6 month extension in Attachment 2. | Attachment 2 will automatically calculate the unit prices and TEP of each CLIN for the 6-month extension of services based on the unit prices proposed in the final option period, as stated in provision 52.212-2 Evaluation. |
| 47 | 1 | Task Order 0001 | Question: Does the government expect a technical response to Task Order 0001? | No, a technical response is not required for task order 0001. The evaluation will take place at the IDIQ level. Task Order 0001 will be issued at the prices established on the IDIQ. | |
| 48 | 1 | General | Will the Government confirm that this is a funded project? | The Government has established the interface CLIN for the base period, to be awarded on task order 0001, to fund the guaranteed minimum for the IDIQ. After Task order 0001, funding will be included with each subsequent task order. (i.e. when the Government orders the services through issuance of a task order, each task order will include funding). | |
| 49 | 1 | General | What is the budget for the first task order under the IDIQ? | See Question #48 | |
| 50 | 1 | IDIQ/PWS | Pg 1 | With regards to users of the system, will only the contractor have access or would the Government like Government personnel to have access too? | PWS, Paragraph 1.3, Triggering requires authorized government users to have acess for manual triggering. |
| 51 | 1 | IDIQ/PWS | Pg 1 | If the Government would like Government personnel to have access to the survey system, how many Government users will there be? | Less than 1,000 |
| 52 | 1 | IDIQ/PWS - 1.2 Information Technology System | Pg 2 | Will the Government please confirm that that the IT System for survey must be FedRAMP authorized at the Moderate level? | Compliance with NIST SP 800-171 applies. In addition, if the contractor plans to use an external cloud service provider in performance of the contract, then the cloud service provider (e.g., AWS, Azure, etc.) is required to have a Federal Risk and Authorization Management Program (FedRAMP) authorization at the moderate level. |
| 53 | 1 | IDIQ/PWS - 1.1 CSS | Pg 2 | The PWS notes that free text boxes must be permitted to capture up to 3,000 characters per survey. Is the Government planning on reviewing these manually? Or is it critical that an Automated Text Analytics capability is provided with the ability to analyze thousands of different topics per survey in unlimited levels? | PWS, Paragraph 1.6 states "4) Trend analysis of all free text comments. (similar/same comments should be grouped in the analysis)". It is up to the contractor to propose a technical plan to report free text comments. |
| 54 | 1 | IDIQ/PWS - 1.1 CSS | Pg 2 | The PWS notes that feedback should be captured from surveys. However, feedback on the experience of moving through PCS is captured on many other channels including Facebook, Twitter and other social channels. Is it important to the Government to also be able to capture feedback from these channels? If so, should social feedback, capture and analysis also be fully contained in an IL2/FedRAMP Moderate environment? | No, the Contractor is not required to capture information through social media channels. |
| 55 | 1 | IDIQ/PWS - 1.1 CSS | Pg 2 | The experience of undertaking a move can also be impacted by the service aspect when personnel are making calls into a service center regarding an issue. Is the Government interested in also capturing feedback relating to these experiences including automated analysis of speech patterns of service calls? | No. |
| 56 | 1 | IDIQ/PWS |
1.7 Ramp Up
| Pg 5 | Is there an incumbent currently performing this scope of work? If so, who? | No. |
| 57 | 1 | IDIQ/PWS |
1.7 Ramp Up
| Pg 5 | What IT system is currently being used for the surveys? | This contract is not replacing any existing surveys collected today. |
| 58 | 1 | IDIQ/PWS |
1.7 Ramp Up
| Pg 5 | How many contractor personnel are currently distributing the surveys and working on the current system? | DPS (government) currently surveys customers for stages 2 and 3. Those surveys will continue for customers who move under DPS. The Government currently evaluates those surveys in order to calculate a best valuse score for transportation service providers to receive a score in an effort to gain additional work through DPS. The first task order under this IDIQ will survey DPS for stages 1 and 4, counseling and claims. These areas are not surveyed today. The remaining surveys to be solicited under task order 0001 will be for MilMove. Once customers start using MilMove all 4 stages of the surveys will be solicited for those moves through CSS contractor. |
| 59 | 1 | IDIQ/PWS |
1.8 Post Award Meeting
| Pg 5 | Will the kick off meeting be virtual or at an onsite location? If at an onsite location, where will the meeting be held? | PWS, paragraph 1.8 states, "The contractor shall attend a Government-hosted post-award meeting at a Government identified location as scheduled by the Government upon award". The location and meeting format will be determined at time of award and will likely be based on travel restrictions associated with COVID-19. |
| 60 | 1 | IDIQ/PWS |
3.1 Type of Order
| Pg 6 | Does the Government anticipate more than one task order? If so, what will be part of the PWS in future task orders? | Yes, the Government anticipates more than one task order being issued for these services. The overall IDIQ contract period is 5 years. Additional task orders will likely be issued for collecting surveys under GPC and NTS in the future. |
| 61 | 1 | IDIQ/PWS |
3.3 Place of Performance
| Pg 7 | Does the Government anticipate any onsite meetings with the contractor? If so, where? | If on-site meetings are required USTRANSCOM is located at 508 Scott Drive, Scott AFB, IL 62225. Also, see question #59 |
| 62 | 1 | IDIQ/PWS |
Security Regulation Guidelines
| Pg 12 | Will the Government please confirm that this work is unclassified? | Yes, this contract is considered unclassified |
| 63 | 1 | IDIQ/PWS |
Security Regulation Guidelines Pg 12 Are there any types of security clearances needed for personnel working on this project? No security clearance is required. Awardee shall comply with the PWS and contract to protect PII and any other sensitive Government information.
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RFP #HTC711-19-R-R004
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