M00264-16-R-0018_P0001.docx

M00264-16-R-0018

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 30 - BLOCK 14 CONTINUATION PAGE

The following have been added by full text:

QUESTIONS AND ANSWERS

The following questions were asked in response to the solicitation M00264-16-R-0018. The respective answers are provided below each question.

1. Question: Whether companies from Outside USA can apply for this?

Answer: Ref PWS 10.1. The call center will be in the continental US but have global reach.

1. Question: Whether we need to come over there for meetings?

Answer: There will be no need to come to our facility for meetings. Meetings will be handled via conference call

1. Question: Can we submit the proposals via email?

Answer: Emailed proposals will not be considered. Offers must be submitted in accordance with 52.212-1 Addendum – Instructions, Conditions, and Notices to Offerors

1. Question: Please clarify Appendix 1 "Pilot Program Usage" DSTRESS Line Chat Volume (chart title) is the chat volume live voice or chat box interactions or other video?

Answer: The chat function is conducted over chat box interactions.

1. Question: Do you have any current data (e.g. average number of calls/interactions and average length/handling times) for 2013, 2014 and 2015 for the following areas:

Answer: The Government will not provide this information based on the confidential and proprietary nature of said information.

1. Question: Is General DSTRESS line: live voice via phone, web chat box, email, and Skype video conferencing?

Answer: Yes

1. Question: As default back-up line to 19 USMC installation: live voice via phone, web chat box, email, and Skype video conferencing. How many warm transfers performed per/month/year? How long are the lines open during the transfers or how long are the handle times?

Answer: The Government will not provide this information based on the confidential and proprietary nature of said information.

1. Question: As default back-up for SAPR helplines for UVA/VA: live voice via phone, web chat box, email, and Skype video conferencing. How many average warm transfers performed per/month/year? How long are the lines open during the transfer or how long are the handle times?

Answer: The Government will not provide this information based on the confidential and proprietary nature of said information.

1. Question: Please provide us a sample copy of the live phone intake script, intake forms, and surveys used, if available?

Answer: DSTRESS is anonymous; there are no intake script/intake forms. Personnel should have clinical judgment when answering the DSTRESS calls. Surveys only ask about the client/caller experience of the call. No specific caller information is collected by surveys.

1. Question: Under call management 4.8.1 how many layer/menu does the IVR system have? Is the IVR used on all calls received? If not, what area of the program is it used and how long are the menus (e.g. seconds or minutes)?

Answer: The IVR has one (1) layer/menu with the intent that a live person answers each call. Menus are as stated in 4.8.1 language of PWS.

1. Question: Is there a transition plan or procedure available for us to see?

Answer: There is a transition in and transition out procedure in place. Upon award the information will be provided.

1. Question: Since there is no recording, can compliance be completed by way ghost calling by our management/QA team to grade the quality of the call as we are interacting with the agent?

Answer: No ghost calling. If a client/caller requests a call back a live person must make the call to reach out at the time that was agreed upon between the client and the call center person.

1. Question: What is the total amount of the current contract? 1st year? 2nd year? 3rd year? 4 year?

Answer: Full contract information cannot be provided. The total current Contract M00264-16-C-1015 amount is $287,616.06, and the period of performance is for Three (3) months, and Three (3) One (1) month options..

1. Question: Who is the current incumbent company? Is this still a Pilot Program or is this an active contract? How many CCRs are currently assigned?

Answer: TriWest Healthcare Alliance Corp. This is not a pilot program, it is an active contract. Historically, there have been no more than 6 CCRs.

1. Question: Is there a report template available that we may be able to mirror or are we expected to develop our own template?

Answer: Please see APPENDIX 1 in the PWS for reporting examples (pages 17-21)

1. Question: Are 100% CCRs expected to be prior military (Marine/Navy/etc.) veterans/dependents? Can people be trained on the Marine culture? Can we have a formal Marine/Navy as a Train-the-Trainer to train CCRs

Answer: Ref PWS 4.4.2 prefer Marine/Navy/etc experience. The Government will provide Marine acculturation as part of the training upon award. For marine/by marine concept. Reference PWS Section 1.2.3

1. Question: All dedicated staff for this solicitation are required to have security clearances...correct? Does this clearance process occur through your agency or ours?

Answer: Reference PWS 8.0. It is the awarded vendors responsibility to have Confidential Security Clearance for each employee through their agency.

1. Question: From a HIPAA perspective, how long are case files open before data can be deleted?

Answer: There is no case/individual data that is collected or held unless it is a client email (PWS 4.2.1). The DSTRESS line is anonymous.

1. Question: Is it possible to get a high-level overview of the training program (slide-deck) before contract award?

Answer: The Government will provide this information upon award..

1. Question: Is there an incentive for a Service-Disabled Owned Small Business during the bidding process?

Answer: This is a Total Small Business Set-Aside. There will be no additional incentive for a Service-Disabled Owned Small Business

1. Question: Will the USMC be providing BoldChat licenses for the website functionality?

Answer: It will be the awardee’s responsibility to determine which chat function is utilized and ensuring all licensing requirements for chat functions are current.

1. Question: Are there any additional travel and/or ODC requirements for this contract?

Answer: No additional travel outside of information defined in PWS 9.0 required.

1. Question: 7.1 Business Volume: There is a 20-page Business Volume limit, however there is a requirement to include 22 pages of the SF1449 (pages 3-24), can the Government increase the page limit or exclude the SF1449 pages from the page count restrictions?

Answer: Section 7.1, Business Volume (III) (b.), should read: “SF1449 pages 1 through 5 - Price Proposal;). This change has also been reflcted in Section 10.1.1. The NTE 20-pages shall remain in the solicitation as is.

1. Question: Request correction of proposal time due of 12AM on the 1449.

Answer: The poposal submission has been revised as follow: Proposal must be submitted no later than 1:00 P.M., EST 11 July 2016.

1. Question: SOW 5.0, please clarify what position is key?

Answer: All positions under PWS Section 5.0 are considered key positions.

1. Question: SOW 6.6, please clarify are key resumes excluded from the technical volume page count?

Answer: Resumes for Key Personnel, are excluded from the technical volume page count.

1. Question: Instructions 7.1.c & 8.1.1, please clarify is the compliance matrix excluded from the technical volume page count?

Answer: No, the compliance matrix is not excluded from the technical volume page count.

1. Question: Does the current contract holder have an updated count of total calls received for a calendar year, or a period of performance that would be equivalent to a year of data?

Answer: The Government will not provide this information based on the confidential and proprietary nature of said information.

1. Question: Currently, is there a total headcount of employees for the contact center?

Answer: Yes there is a total headcount. Because this information is confidential and proprietary we cannot provide exact number .However, Historically, there have been no more than 15 employees.

1. Question: Is the current contract holder able to re-submit to this request?

Answer: All proposals that are received will be evaluated in accordance with the solicitation.

**********************END OF QUESTIONSAND ANSWERS*******************

SECTION SF 1449 - CONTINUATION SHEET

SOLICITATION/CONTRACT FORM

The required response date/time has changed from 11-Jul-2016 12:00 AM to 11-Jul-2016 01:00 PM.

TABLE OF CONTENTS

The below Table of Contents has been added

The following have been modified:

INSTRUCTIONS TO OFFERORS

52.212-1 Addendum – Instructions, Conditions, and Notices to Offerors

1.0 Multiple Offers

The Regional Contracting Office, National Capital Region (RCO-NCR) does not encourage Offerors to submit multiple proposals presenting alternative terms and conditions for satisfying the requirements of this solicitation.

2.0 Overview

2.1 The Government intends to award a single FFP contract for a 1 base year, 4 option years, and one six (6) month option period should FAR 52.217-8, Option to Extend Services be invoked.

2.2 The Government will award utilizing FBO resulting from this solicitation to the responsible Offeror whose proposal, conforming to the solicitation, represents the best value to the Government, price, and other factors considered. The following factors shall be used to evaluate proposals in descending order of importance:

2.2.1 In determining the best value, Factor 1 - Technical Capability and Factor 2 – Staffing, are equal in importance to each other and each are significantly more important that Factor 3 – Past Performance. All non-price factors, when combined, are significantly more important than Factor 4 – Price.

2.3 Each Offeror shall submit a proposal that clearly and concisely describes its response to the requirements of the solicitation. Use of general or vague statements such as “standard procedures will be used” will not satisfy this requirement. Unnecessary elaboration or presentations beyond what is sufficient to present a complete and effective solution are not desired and may be construed as a lack of understanding of the requirement.

3.0 Guidance

3.1 The proposal must be prepared in accordance with these instructions. Failure to do so may result in the Offeror’s submission being determined to be unacceptable and ineligible for award. Your submission will be screened by the Contracting Officer or a designee upon receipt to ensure completeness and compliance with the instructions contained in the RFP. Elimination of an Offeror is at the sole discretion of the Contracting Officer.

3.2 The purpose of this procurement is to provide a 24/7/365, Marine-specific call center, providing phone, chat, and video-telephone capability for anonymous, non-medical, short-term, solution-focused counseling for circumstances across the “Stress Continuum”, including but not limited to stress and anger management, grief and loss, the deployment cycle, parent-child relationships, couples communication, marital issues, relationships, relocations, and suicidal crisis. The counseling approach is psycho-educational, which helps participants learn to anticipate and resolve challenges associated with the military and post-active duty lifestyles. This non-medical support is aimed at increasing resilience and preventing the development or exacerbation of mental health conditions that may detract from military and family readiness.

4. Confidential Information

4.1 The Freedom of Information Act (FOIA) and its amendments have resulted in an increasing number of requests from outside the Government for copies of task order qualifications and proposals/proposals submitted to federal agencies. If a Offeror’s submissions contain information that he/she believes should be withheld from such requestors under FOIA on the grounds that they contain “trade secrets and commercial or financial information” (5 USC 552(b)(4)), the Offeror should mark its submissions in the following manner:

4.2 The following notice should be placed on the title page: “Some parts of this document, as identified on individual pages, are considered by the submitter to be privileged or confidential trade secrets or commercial or financial information not subject to mandatory disclosure under the Freedom of Information Act. Material considered privileged or confidential on such grounds is contained on page(s) _______.”

4.3 Each individual item considered privileged or confidential under FOIA should be marked with the following notice: “The data or information is considered confidential or privileged, and is not subject to mandatory disclosure under the Freedom of Information Act.”

5. Submission of Questions and Proposals

5.1 Questions

5.1.1 All questions must be received by 28 June 2016 at 1:00 PM EST. All questions submitted for this solicitation must be electronically sent to the following e-mail addresses: iishsha.rucker@usmc.mil and Jamie.dufrene@usmc.mil.

5.1.1.2 Note: Due to the firewall at Quantico, please be advised that it is the Offeror’s responsibility to ensure all electronic submittals of questions are received by the KO in the timeframe given above.

5.2 Proposals

5.2.1 Electronic proposals are not authorized for this solicitation and will not be considered for evaluation. Your proposal must be submitted no later than 1:00 P.M., EST 11 July 2016. To maximize efficiency and minimize the effort involved in the proposal evaluation process, the Offeror must comply with the following instructions for proposal format and content. A proposal that does not comply with these instructions may be considered non-responsive and may render the Offeror ineligible for award. For each proposal submission, provide (1) Original Technical Volume, (3) Redacted Technical Volumes, (3) Past Performance Volumes, and (1) Original Business Volume.

Provide your offer in the respective volumes to the following Point of Contract (POC) and address prior to the cutoff date/time:

5.2.2 Quotations shall be sent via Federal Express, private courier, hand delivered, or mailed, to the following address:

Attention : Iishsha Rucker, Contract Specialist Regional Contracting Office, NCR 2010 Henderson Road Marine Corps Base (MCB) Quantico VA 22134-5001

6.0 PROPOSAL FORMAT

6.1 In addition to the paper copies identified above, the Offeror shall submit all proposals information in electronic format on a Compact Disk (CD). Text and graphics portions of the electronic copies shall be in a Portable Document File (PDF) format readable by Adobe Acrobat Reader. Data submitted in spreadsheet format shall be readable by Adobe Acrobat Reader or MS Excel 2007 or earlier. In case of conflict between the paper copy and the electronic copy of the quotations submitted, the paper copy shall take precedence. The Offeror is required to provide one (1) original and three (3) redacted copies of the technical volume. The redacted volumes shall not display any company identification information (i.e. company, company logos, names of key personnel, and any references to the company). Interested Offerors must contact the contract specialist via e-mail for Offeror’s code. This code is to be used throughout the redacted copies of the proposal submission in lieu of the company name or logo and it must be clearly identified on each page of the redacted technical volume of the proposal. NOTE: Please submit a cover letter with the redacted quotation addressed to Iishsha Rucker with the company’s contact information. In order to obtain the alpha numeric Offeror’s code, please e-mail iishsha.rucker@usmc.mil.

6. 2 In order to maximize efficiency and minimize the time for proposal evaluation Offerors should submit their proposals in accordance with the format and content specified.

PLEASE NOTE: Your subject line should read “DSTRESS Line Call Center RFP M00264-16-R-0018”.

7.0 Proposal Content

7.1 The proposal shall contain the following volumes/sections:

Technical, Volume (I)–Not to Exceed (NTE) 25-pages and shall include:

a. Technical Volume Cover Letter with Name of Firm, CAGE code, DUNS code, Tax ID, Statement of Registration in the System for Award Management (SAM), Solicitation Number, and Vendor POC and Alternate POC information (name, title, telephone number, email);

b. Table of Contents;

c. Compliance Matrix;

d. Letters of Commitment from Key Personnel (if not currently employed by Offeror); and,

e. Technical Capability and Staffing Information (shall reference the Solicitation/PWS).

Past Performance, Volume (II) – NTE 15-pages and shall include:

a. Past Performance Cover Letter with Name of Firm, CAGE code, DUNS code, Tax ID, Statement of Registration in the System for Award Management (SAM), Solicitation Number, and Vendor POC and Alternate POC information (name, title, telephone number, email);

b. Submit no more than three (3) Past Performance references that may be reviewed within PPIRS ONLY submit a Past Performance Questionnaire (PPQ) if a CPARS was not conducted for their reference;

c. Self – Assessment of references provided (Per listed firm).

Business, Volume (III)-NTE 20-pages and shall include:

a. Formal Proposal Letter with Name of Firm, CAGE code, DUNS code, Tax ID, Statement of Registration in the System for Award Management (SAM), Solicitation Number, and Vendor POC and Alternate POC information (name, title, telephone number, email);

b. SF1449 pages 1 through 5 - Price Proposal;

c. Supporting material including proposed labor categories, labor hours, and labor rates; and,

d. Backup information and data that will allow evaluators the ability to understand how the vendor’s pricing was developed. (CD Excel spreadsheet data shall be UNLOCKED)

The NTE count does not include the Cover Letters and Executive Statements or Table of Contents. Please Keep Cover Letter and Executive Statements less than 5 pages combined. If a proposal volume exceeds the above page limitations, all pages in excess of the limitation for each volume will not be considered in order that all proposals are treated equally.

3.3 The Offeror shall demonstrate the ability, resources and experience required to perform the requirements in the PWS, including the detailed procedures and methods to be used. All information must be presented in sufficient depth for the Government to make a comprehensive evaluation of the Offeror's understanding of the PWS and the Offeror's capability for successful performance. Pricing Information shall not appear anywhere in the Technical Volume (I), which shall address only the technical requirements.

8. Volume I – Technical

8.1 Technical Approach

8.1.1 The Offeror’s technical proposal shall not exceed 25-pages and include the Compliance Matrix, discussion of Factor (1) Technical Capability and Factor (2) Staffing and Letter of Commitment (if required). Title pages and executive summaries (to include company’s mission statement) are excluded from the 25-page limit.

The Offeror shall identify any Key Personnel, who may include the Program Manager, Behavior Health Counselor (BHC), and BHC Supervisor and shall include resumes for all Key Personnel and Letters of Commitment for all Key Personnel who are not currently employed by the Offeror.

The Offeror shall address Factor 1 - Technical Capability and Factor 2 - Staffing Information. The Technical Capability and Staffing Information shall include:

The Cover Letter should identify the RFP number, corporate principal submitting the proposal, key points of contact within the firm who are authorized to bind the firm, (e.g. contracts, pricing, technical), and a summary of the material content.

A Table of Contents and Compliance Matrix pertinent to the proposal’s material organization and providing traceability from the Offeror’s submission, to the PWS, to the evaluation criteria, and to other solicitation sections as necessary. Specifically, the Compliance Matrix is a cross-reference table that tells evaluators where they can find responses to specific RFP requirements.

Data previously submitted, or presumed to be known, i.e. descriptions of previous projects performed for the Government, cannot be considered as a part of the proposal unless physically incorporated in the proposal. Clarity, completeness, and conciseness are essential.

8.1.1.1 Factor 1. Technical Capability

The proposal should clearly address the Offeror’s understanding of the technical and programmatic requirements outlined in the PWS and these instructions; ensuring their discussion articulates their capability so as to provide continuous quality support to satisfy the PWS outlined programmatic requirements. The discussion should provide the evaluators with an understanding of the Offeror’s capacity to support the PWS identified mission areas; demonstrate an understanding of the priorities and emerging issues within those areas; state the degree of experience in performing the same or similar services; and specify resources available to execute a comprehensive approach that ensures quality performance and use of the staff resources to meet PWS objectives. The discussion should include, describing PWS objectives that can be accomplished by the technical approach; describing the benefits and advantages of that approach; and effectively illustrating the roles of staff and team resources to execute the intended PWS .

8.1.1.2 Factor 2. Staffing

The proposal should clearly demonstrate the Offeror’s management of staffing approach suitable to respond to the types of requirements delineated in the PWS, consistent with their technical approach. The discussion should provide a comprehensive approach to managing the requirements identified in the PWS; assurance of consistent quality of performance; capacity for handling matters of staffing and resource balancing; and ensuring complementary roles between the Contractor’s managers and Government staff.

The Offeror should demonstrate its ability to define an effective management of staffing approach complementary to the proposed technical solution set forth in response to the criteria in the PWS. This includes identifying responsibilities and roles of team members in attaining performance objectives; describing the processes and quality measures associated with executing the PWS; and illustrating the roles of staff and team resources relevant to the approach so as to ensure suitable oversight and control of performance execution. Collectively, the integrated approach should demonstrate to the evaluator that the Offeror possesses the capabilities and resources to establish and operate an efficient organization that is both responsive and flexible to meet the requirements. The roles of the key personnel should be annotated and included in the proposal. This includes a detailed discussion of the roles of the support team, substantiated performance, and appropriate use of staff resources to accomplish the intended work set forth in the PWS and must include the following information:

0. Certification that the individuals named are available for assignment the date the contract is effective.

0. Document depth of experience in addressing the types of requirements specifically called out in the PWS. Contractor will be evaluated on the experience, skill, and qualifications of the proposed key personnel and the project staffing strategy, estimated hours and labor mix and the likelihood that this combination will adequately minimize risk and successfully complete the requirements of this contract.

0. Resumes for key personnel should demonstrate the correlation, understanding, and ability stated in PWS Sections 4, 5, and 6. The Behavioral Health Counselor (BHC) will have all state/federal licensure standards met before starting active call center duties.

9. Volume II – Past Performance

9.1 Factor 3. Past Performance

The Offeror’s past performance proposal shall not exceed 15-pages, not including Past Performance Questionnaire (PPQ). The proposal should address the quality of an Offeror’s recent (performed within three (3) years of the RFP issued date) and relevant (similar in size and scope) past performance based on the input received from the Offeror, its references and other reliable sources contacted by the Government. Offerors that have no record of past performance (i.e. new businesses) must submit a signed and dated past performance certification statement to that effect. The Offeror should provide no more than three (3) references demonstrating relevant past performance involving the quality of performing the same or similar services within the last three (3) years. Include the following fields:

The PPQ is included as an attachment to the RFP for use ONLY if the provided references are not expected to be in PPIRS (a CPARS assessment has not been completed). The Offeror shall provide a copy of the PPQ to each of their applicable reference with instruction to return to iishsha.rucker@usmc.mil no later than 11 July 2016 at 13:00 pm EST.

Past performance information shall be obtained from any other sources available to the Government, to include, but not limited to, the Past Performance Information Retrieval System (PPIRS), Federal Awardee Performance and Integrity Information System (FAPIIS), Electronic Subcontract Reporting System (eSRS), or other databases; interviews with

Program Managers, Contracting Officers, and Fee Determining Officials; and the Defense Contract Management Agency.

10 Volume III – Business Volume

10.1 Factor 4. Price

10.1.1 The Offeror’s price proposal shall not exceed 20-pages, including a Formal Proposal Letter and Price Proposal consisting of the SCHEDULE OF SUPPLIES/SERVICES; Contract Line Item Number (CLIN) structure (pages 1 through 5 of the SF1449). In accordance with FAR 8.405-4, the Price Proposal should reflect the Offeror’s best pricing available. Supporting materials shall include proposed labor categories, labor hours, and labor rates. Pricing information shall not appear anywhere in the Technical Volume.

10.1.2 Offerors are required to price the base, option year CLINs. The prices for all option items and 52.217-8, Option to Extend Services will be evaluated in accordance with FAR 52.217-5, Evaluation of Options. The evaluation of 52.217-8 will be accomplished by taking 6 months of pricing from the last Option year and adding that to the total proposed contract price. This will be for evaluation purposes only. The Government makes no guarantee that the option periods will be exercised. It will be the Government’s unilateral right to exercise any option periods and, once option periods are exercised; the Contractor is required to perform the work when ordered during the scheduled period of performance keeping in mind that this solicitation is competitive and should reflect the Offeror’s most competitive price and terms.

10.2 Completeness. The Offeror must sign the SF1449, acknowledge all amendments, and include the below information in its proposal submission. At a minimum, the following areas must be addressed:

(End of Provision)

(End of Summary of Changes) image1.wmf