RFP QAs Round 2.xlsx
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- Customer Satisfaction Survey (CSS) RFP
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- HTC711-20-R-R021
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CSS RFP Q&As
| Q# | Q&A Round | Topic | RFP Document & Para | Question | Answer | |
| 64 | 2 | General | We understand the government has previously completed this work internally and will now outsource the requirements; however, are there any related contracts with incumbents? | Reference Q&A #58. There is no incumbent. | ||
| 65 | 2 | General | The SOW does not mention reminders to prompt non-respondents to take the survey. Are reminders suggested, allowed, encouraged, etc.? | Reference Q&A #17. | ||
| 66 | 2 | Task Order 0001 | Is Task Order 0001 priced separately from the over PWS? Please describe the intent of Task Order 0001. | The contract will be priced at the IDIQ level. Each task order will order the services required and will be priced using the amounts on the IDIQ. | ||
| 67 | 2 | Description of Services | PWS 1.1.2, Pg 2 | Stage 2 - Physical Move. Does the governement anticipate lower response rates for this stage since Service members will likely be in transition, on vacation, and away from their computer when the survey is sent? | No, since the trigger will be at delivery, the Government does not expect the response rate for any stage to go below 30% as stated in the PWS SDS. | |
| 68 | 2 | Description of Services | PWS 1.3, Pg 3 | Will the contractor be required to develop different surveys containing different survey items for different types of deliveries? The PWS for the IDIQ dated July 9, 2020 says: "Identify the question pool. For example, the questions in phase 2 for vehicle delivery would likely be different for than for HHG. {HHG, POV, NTS}?" | ||
| The PWS for Task Order 0001 dated July 30, 2020 simply says: "Identify the question pool. {HHG, }?" | Different survey questions will be required for vehicle deliveries (POV). Task Order 0001 PWS states HHG because that is what will be ordered via Task Order 0001. Should a Task Order be executed to order POV surveys, the corresponding PWS will depict POV survey questions. | |||||
| 69 | 2 | Description of Services | PWS 1.6, Pg 5 | The PWS says that monthly reports should include a trend analysis of all free text comments. Can the government provide more information about the trend analysis - does this include charts and graphs, lists of common terms, written report summary, etc.?). | It is up to the Contractor to propose a technical approach to consolidating these comments from the free text box. Example of a trend analysis might be a group of comments regarding the professionalism of the packing crew. The Offeror might want to group those comments in the monthly report. | |
| 70 | 2 | Description of Services | PWS 1.6, Pg 5 | The PWS says that monthly reports should include a trend analysis of all free text comments. Based on past experience, can DoD provide an estimate of the percentage of completed surveys that contained free text comments? | The Government does not track percentage of completed surveys with free text comments. | |
| 71 | 2 | Description of Services | PWS 1.71, Pg 5 | The PWS indicates that the surveys shall be created in coordination with the Government based on the line of business and phase. How many separate lines of business will require surveys? Are DPS, GHC, NTS and GPC considered separate lines of business, or only DPS and GHC? Are Household Goods, Unaccompanied Baggage, PPM, or Long-Term Storage (Appendix 2) considered separate lines of business? Are there others? | Reference Q&A #21 | |
| 72 | 2 | Description of Services | PWS 1.71, Pg 5 | Can the government describe further the sentence: "One downloadable report shall contain all data elements planned for transition to the data warehouse …". | During the ramp-up period in PWS 1.7, contractor will be required to test triggers, survey results and downloadable reports. | |
| 73 | 2 | Service Delievery Summary | Table | Table says "Response Rate for all CSSs sent => 40% total surveys sent (includes all stages)" and "Response Rate for CSSs sent per stage => 30% ". Are these annually calculated? | Reference Q & A #36 | |
| 74 | 2 | Service Delievery Summary | Table | Table says "Response Rate for all CSSs sent => 40% total surveys sent (includes all stages)" and "Response Rate for CSSs sent per stage => 30% ". What are the options if these rates are not achieved? | These are minimum performance requirements for this contract. If the Contractor does not meet these performance metrics specified in the contract, there could be government intervention to determine why the metric is not being met and ultimately corrective action may be taken by the Government. | |
| 75 | 2 | Appendix 4 | Pg 1, Para 1 & 2 | When is the expected transition from DPS to MilMove and will this change either the data format of the trigger mechanism for sending surveys or the timing? | A trigger will come from either MilMove or DPS. Once MilMove starts accepting shipments, DPS triggers will decrease over time. DPS and MilMove will each have a separate trigger. | |
| 76 | 2 | Attachment 1, Section 1.4 | Pg 3, Para 1 | What mechanism is to be used to provide CSS result data to the Government Data Warehouse? Is this an API mechanism, a file upload or other? | Reference Q & A #24 and #27 | |
| 77 | 2 | Attachment 1, Section 1.4 | Pg 3, Para 1 | How many cell phone numbers does DOD have on file for Service Members who request moving services? | Reference Q & A #7 | |
| 78 | 2 | Attachment 1, Section 1.1 | Pg 1, Para 1 | Is there an app in use or planned as part of MilMove or the current DPS that could be used to send messages to solicit survey responses? | No, there is not currently an App for DPS or Milmove | |
| 79 | 2 | Task Order 0001 PWS | Pg 3, Para 2 | How is the data in the warehouse currently analyzed and reported on? | No data exists today. | |
| 80 | 2 | Task Order 0001 PWS | Pg 3, Para 5 | Does DOD have any data about response rates by move type/distance, Service Member demographics such as household size or branch, time of year, or other data? | Currently, the Government does not maintain data of this type. | |
| 81 | 2 | Vol II - Technical Approach | Pg 58, Para 2 | Are resumes counted within the 35 page limit for the technical proposal? | Yes | |
| 82 | 2 | Attachment 1, 1,3 | Pg 4, Para 2 | How many users for manual triggering will the system be required to support? | Reference Q & A #51 | |
| 83 | 2 | 52.204-21 BASIC SAFEGUARDING OF COVERED CONTRACTOR INFORMATION SYSTEMS | Pg 23, Para 1 | What is the level of security clearance required for Contractor Personnel? | Reference Q & A #63 | |
| 84 | 2 | Instruction Vol II - (1) soliciting customer satisfaction surveys | Pg 58, Para 3 | Whose contact information does DOD capture? For example, the Service Member only? Or a family member point of contact as well? What contact information is provided, e.g., work email, personal email, land line, cell phone number, other? | Reference Q & A #7 | |
| 85 | 2 | Instructions Vol II - (4) | Pg 58, Para 6 | Please confirm that only the overall satisfaction score (top three box on the overall satisfaction question) is included in the performance reporting that DOD maintains on contractor performance? If not, what other measures must not be changed? | Surveys must be evaluated using the Likert scale as indicated in the PWS and in attachment 2. Contractor is required to report all overall satisfaction scores received on the Likert scale by stage. | |
| 86 | 2 | Evaluation Process/Factor 3 | Pg 62, Para 7 | Please confirm that that Offerors may submit a past performance from either the prime contractor or a subcontractor. | Reference Q & A #1 | |
| 87 | 2 | Instructions Vol II- (3) Ramp up | Pg 58, Para 5 | Are DPS and mil.mov the two alternative systems that will provide the triggers to the Offeror's system? Will there be periods of time when more than one will be in use? | PWS Paragraph 1.3 states triggers will be received from MilMove and DPS to trigger surveys. Also, reference Q & A #75 | |
| 88 | 2 | Instructions Vol II- (3) Ramp up | Pg 58, Para 5 | Please clarify how the IGC will be used in the context of the customer satisfaction survey work. | IGC is a Data Warehouse where information will be stored for Government use. | |
| 89 | 2 | Instructions Vol II - (1) Soliciting customer satisfaction surveys | Pg 58, Para 3 | What is the current level of response rate, overall and by stage? | PWS Paragraph 2.0 includes response rates. Also, reference Q & A #42 | |
| 90 | 2 | Attachment - PWS Pre-Move | Pg 2, Para 3 | We would appreciate additional detail about what occurs during the pre-move consultation, e.g., what is the scope and nature of the counseling provided. | Additional information is not provided or necessary for submitting a proposal. | |
| 91 | 2 | General | PWS | The Performance Objectives for response rate is 40% overall and 30% per stage. What is the expected response rate overall (based on experience with this survey)? What tasks will the contractor be expected to undertake to maintain that minimum performance objective, should it drop below? | The overall response rate for surveys sent is 40% (all stages). The Contractor will be responsible for taking corrective action if the response rate falls below 40% or 30% per stage. | |
| 92 | 2 | General | PWS | If there are multiple moves in one year, how will we ensure that personnel are answering about the correct move? Let's say the make a move from location A to B in January, and from B to C in November. If they have up to one year to answer, they could access the surveys about the January move thinking they are actually answering about the move later in the year. | MilMove and DPS triggers will include a unique identifier number associated with the customers move, creating a tie to survey responses for each stage. | |
| 93 | 2 | General | PWS | What percent of responses include free-text comments? Please provide by survey type, if possible. | Reference Q & A #70 | |
| 94 | 2 | General | PWS | How many references are required? | The RFP allows for a maximum of 3 past performance references. | |
| 95 | 2 | General | PWS | The PWS indicates that only one response is allowed per Suvey ID, however this is noted under the example variable "Customer". Should we assume that all individuals (even those in the same household) will have a unique survey ID (as determined by the contractor, but a Customer ID supplied by MilMove/DPS that may be used for multiple individuals to represent a household? Further, we assume that the CSS should only accept one response per Customer ID AND one response per Survey ID. | The trigger will contain contact POC information to initiate the survey. One survey per shipment. | |
| 96 | 2 | General | PWS | For trend analysis of free text comments, can you describe the level of detail required? Do you require human coding/classification of these comments or is automated text analysis acceptable? If comment groups are currently measured, how many unique classifications exist? | Reference Q & A #53 | |
| 97 | 2 | General | PWS | Will contractor have access to historical free-text comments for the development of a codebook/comment groups? | No | |
| 98 | 2 | General | PWS | Will triggers generally send batches of CSS invitees to the contractor system (e.g. hourly/daily packets), or will triggers generally be at the Customer-level (e.g. when a status field is updated after a milestone is complete)? | Reference Q & A #25 | |
| 99 | 2 | General | PWS | For manual triggers, will the contractor need to supply an interface where a data file may be uploaded for processing, or will manual triggers by initiated by a MilMove/DP3 representative (e.g. clicking a "Send CSS Survey" button) that would then send the Customer data via the API. | Reference Q & A #26 | |
| 100 | 2 | General | PWS | What is the desired format for the CSS response data and metadata returned to the Government Data Warehouse (JSON, CSV, Delimited, etc) | JSON is the preferred method. | |
| 101 | 2 | General | PWS | Will a manual submission option be available in the event response data transmission fails? If so, what formats will be acceptable? | A manual replay of the JSON file(s) through the same SFTP mechanism is acceptable for recovery. | |
| 102 | 2 | General | PWS | If the Government determines that a survey response contains inaccurate response data or metadata, will the Contractor be required to make data corrections/updates in the Contractor CSS response database? | The Contractor is responsible to ensure the data is correct. | |
| 103 | 2 | General | PWS | For what period of time will Contractor be required to wareshouse CSS survey responses and Customer metadata? | Reference Q & A #30 | |
| 104 | 2 | General | PWS | What percentage of survey invitations will be delivered by SMS text message? Is there a minimum requirement for text or email, or will this be recommended by the Contractor? | Reference Q & A #7 | |
| 105 | 2 | General | PWS | Can you describe what factors are driving the survey volume changes between the base year, year 1, and year 2+? It appears that March-June and September of Year 1 are anticipated to require higher volume than Years 2+, but all other months will have lower volume that subsequent Years. | During peak season, 15 May thru 30 Sep a large portion of moves occur. Surveys may be heavy during this period. The estimated workload data provided in appendix 1 includes an average of overall moves occurred in the past. | |
| 106 | 2 | General | PWS | For the Optional GPC suveys detailed in Appendix 1 only include PVO shipments and related claims? | Yes, a survey would be required when dropping of a vehicle, picking up a vehicle or submitting a claim (3 stages). GPC and POV are the same program. | |
| 107 | 2 | General | PWS | What is the overall anticipated budget range for this project (by Year)? | Budget information is not releaseable | |
| 108 | 2 | General | PWS | Are CSS's currently conducted as part of DP3? If so… | Reference Q & A #58 | |
| 109 | 2 | General | PWS | Will contractor be required to load active records from legacy survey system into Contractor's system? If so, please describe the volume of records and data format. | No | |
| 110 | 2 | General | PWS | Can you provide examples of current report formats? Headers/fields only (no data) is fine. | There are no current report formats | |
| 111 | 2 | General | PWS | How are surveys currently distributed (e.g. text, email, mobile app)? Please provide the percentage of survey invitations by mode. | Surveys are either submitted by logging into DPS or via phone call. | |
| 112 | 2 | General | PWS | Are the volume estimates referenced completed surveys or the number of survey invitations? | Volume estimates are based on number of expected shipments | |
| 113 | 2 | Attachment 1 | Can the government confirm that Attachment 1 is the PWS for the IDIQ program? | Yes, Attachment 1 is the PWS for the IDIQ contract. | ||
| 114 | 2 | Attachment 1 & 7 | Can the government provide clarification on the difference between Attachments 1 and 7? | Attachment 1 is the IDIQ PWS, which governs the entire contract, and will apply to each order thereunder. Attachment 7 is Task Order 0001 PWS, which only applies to performance under the first task order, which will be awarded subsequent to the IDIQ award. | ||
| 115 | 2 | Attachment 1 & 7 | As a follow-on for question above, if respondents are required to address the Task Order, are there any page limitations; or would the government like responses to fit within the 35 page Technical Volume? | No response to Task Order 0001 is required. | ||
| 116 | 2 | Attachment 2 | Can the government clarify if Attachment 2 Pricing is the pricing spreadsheet for the Task Order or the IDIQ? | Attachment 2 pricing sheet is for the IDIQ. Each subsequent task order will be priced using these prices. | ||
| 117 | 2 | Attachment 7 | Would the government like respondents to include a technical approach for delivering this Task Order? | No technical approach is required for task order 0001. | ||
| 118 | 2 | Genreal | Has this requirement been done before? If so, are there any documents for public view? | Reference Q & A #56 | ||
| 119 | 2 | Genreal | Being fairly new to submissions are the references that are required government only? | Past performance references may be obtained from any Government or non-Government source. They must be deemed relevant and current as described in RFP provision 52.212-2 Evaluation. Any past performance reference material or information submitted will not be released outside the Government. | ||
| 120 | 2 | General | Does the independent contractor's software need to be able to integrate with the government or just be able to communicate the results of said surveys? | The Contractors software does not need to integrate with the Government IT system. | ||
| 121 | 2 | IDIQ PWS 1.6 | Pg 4 | Is the Monthly Report a DATASET that incorporates the previous month’s data (trigger and response data, survey transmission date/time to the customer, date/time the customer saw/received the survey, data/time the customer submitted the response)? | Reference Q & A #36 | |
| 122 | 2 | IDIQ PWS 1.6 | Pg 4 | Will the Government confirm that IN ADDITION to the standard Monthly Report (with trigger and response data, survey transmission date/time to the customer, date/time the customer saw/received the survey, data/time the customer submitted the response), an analysis will be required each month, that will be detailed in a task order, and which may include any of the following: (1) Number of surveys sent, number of surveys returned, including a response rate for surveys returned (e.g. provides response rate based on all 4 stages (pre-move, physical move, post-move, claims (not just dividing received by sent per month). (2) Overall score received (on the Likert scale) by stages (pre-move, physical move, post-move, claims). (3) Overall scoring results for individual questions grouped by each stage. Indicate any trends in survey response rate. (For example, Overall, increases/decreases in ratings/response rates). (4) Trend analysis of all free text comments. (similar/same comments should be grouped in the analysis). | Yes. PWS will be amended to include "reports should inlcude the following, at a minimum:" before the list of (1) thru (4). | |
| 123 | 2 | Atch 2 - Pricing and Atch 7 - Task Order 0001 | Atch 2 says Base Year and Option Years run 1 Dec - 30 Nov. Atch 7 says Base Year runs 1 Dec 2020 - 30 Sep, with Option Years running 1 Oct - 30 Sep. Please clarify. | Attachment 2 refers to the IDIQ period of performance, which is the base contract during which Task Orders can be awarded. Attachment 7 depicts Task Order 0001 period of performance, which will be awarded upon IDIQ award. | ||
| 124 | 2 | Atch 2 - Pricing and Atch 8 - Projected Totals | Atch 2 Base Year quantities are different than Atch 8 Base Year quantities. Please clarify. | Attachment 8 quantities will be awarded under Task Order 0001. Attachment 2 quantities are IDIQ maximum amounts for each year. All task order issued cannot exceed these amounts. | ||
| 125 | 2 | Attachment 1 (IDIQ) |
Attachment 1 (TO 0001)
| Attachment 2 | Para 3.1 | Can the Government please provide guidance and associate amendment on whether offerors are required to submit FFP rates in Column D of the Attachment 2 based on the requirements in Attachment 1 TO 0001 PWS, Attachment 1 (IDIQ) or some other rationale? | FFP rates shall be inserted into Attachment 2 based on the requirements in Attachment 1 PWS (IDIQ), which include all performance required by any potential Task Order. Surveys will be ordered via Task Order using awardee unit rates proposed in Attachment 2. |
| 126 | 2 | Appendix 1 |
Attachment 1 (TO 0001)
| Attachment 2 | Para 3.1 | Please clarify what CSS totals and what full performance start dates should be used by offerors for developing the price volume of the proposal and correct basis document for those totals? | Appendix 1 depicts total estimated CSS surveys to be ordered under the IDIQ contract via Task Orders. The first Task Order will be awarded subsequent the IDIQ, and Attachment 8 depicts the volume to be included in Task Order 0001. Additional Task Orders may be awarded any time during the IDIQ period of performance at prices awarded via Attachment 2. | |||
| 127 | 2 | Appendix 1 | ||||
| Attachment 2 | What percentage of the annual CSS totals include customers that are relocating from/to an OCONUS location? | Over the previous three (3) years, 69% were domestic customers and 31% were international. | ||||
| 128 | 2 | SF 1449 | 1 | Based on requirements yet to be clarified and the time required for the Government to research and response to questions, respectfully request an extension commensurate with the time needed to digest Government clarifications and update proposals accordingly? | Should the Government determine an extension is required, it will be executed via beta.SAM.gov. | |
| 129 | 2 | PWS - Reports | Page 5, para 1.6.4 | Can the Government more detail about what type or results are expected from the trend analysis of the free text comments? | Reference Q & A #53. | |
| 130 | 2 | Attachment 2 | Row 2 states "NOTE: Systems Integration/Interfacing will be ordered a maximum of three (3) times throughout the life of the contract." Our question is: How do we fill out the price sheet for the Systems Integration/Interfacing- do we put the Systems Integration/Interfacing cost for the 3 periods that we choose? If the base period counts as one for the Systems Integration/Interfacing pricing, then do we fill out 2 more periods, or 3 more? | Fill out unit prices for each CLIN in Attachment 2 (except the 6-month extension CLINS, which are auto-calculated). Reference Q & A #45 | ||
| 131 | 2 | HTC711-20-R-R021 CSS RFP: Volume II - Technical Proposal- (1) Soliciting Customer Satisfaction | Page 58, para 2 | "For ensuring high response rates, would an incentive, in the form of a sweepstakes (gift card), be acceptable?" | Incentives are not authorized under this contract. |
&"Times New Roman,Regular"&12Global Household Goods Q&As
RFP #HTC711-19-R-R004
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