RFP_M0026418R0020_Amendment_2.pdf

M0008418SUWWRCC

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

The purpose of this amendment is to provide the follow ing:

1. Government response to questions from industry (Attachment 2)

2. Wounded Warrior Call Center (WWCC) Order (Attachment 3)

1. CONTRACT ID CODE PAGE OF PAGES

S 1 65

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 17-Jul-2018

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X M0026418R0020

X 9B. DATED (SEE ITEM 11)

21-Jun-2018

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer is extended, X is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

17-Jul-2018

CODE

M00264

2010 HENDERSON ROAD

QUANTICO VA 22134-5001

M00264 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

M0026418R0020

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:

ATTACHMENT 2

Solicitation Section Question/Comment

General Question/Section/Reference not provided

Question: How many full-time staff are currently supporting the Marine for Life program and in what tasks?

Answer: Please see Sections 3.2, 5.2 & 7.2 of the Performance

Work Statement and Attachment 1 (Historical Workload) of the RFP.

General Question/Section/Reference not provided

Question: How many part time staff are currently supporting the Marine for Life program and in what tasks?

Answer: Please see Sections 3.2, 5.2 & 7.2 of the Performance

Work Statement and Attachment 1 (Historical Workload) of the RFP.

General Question/Section/Reference not provided

Question: How many contractors are currently supporting the

Marine for Life program and in what tasks?

Answer: The Marine for Life program (M4L) is currently not under contract and therefore currently has zero contractors.

The M4L program is the only Task Area that is not currently under contract. Please see Attachment 1 (Historical Workload) of the RFP for the number of Government personnel that supported Marine 4 Life

General Question/Section/Reference not provided

Question: What is the total inbound call volume for WWCC?

Answer: Please see the RFP, Attachment 1 (Historical

Workload Data) for total incoming and outgoing call volume numbers and figures.

General Question/Section/Reference not provided

Question: What is the total outbound call volume for WWCC?

Answer: Please see the RFP, Attachment 1 (Historical

Workload Data) for total incoming and outgoing call volume numbers and figures.

General Question/Section/Reference not provided

Question: What is the total call volume inbound M4L?

Answer: Please see the RFP, Attachment 1 (Historical

Workload Data) for total incoming and outgoing call volume numbers and figures.

General Question/Section/Reference not provided

Question: What is the total outbound call volume for M4L?

Answer: Please see the RFP, Attachment 1 (Historical

Workload Data) for total incoming and outgoing call volume numbers and figures.

Sections 4.2 and 4.3; page 9 Question: Will the government consider a lower cost solution that provides the 24/7/365 coverage outside of core business hours, (core business hours to be defined by the government) at a centralized location that is not located in Quantico, Camp

Pendleton or Camp Lejeune?

Answer: No. The locations specified in the RFP are relevant and necessary to support the WWR.

Sections 4.2 and 4.3; page 9 Question: Why is the supervisor at Camp Pendleton and Camp

Lejeune required to be there from 1200 to 2000 M-F but the hours of operation on the website say 0730 to 1600 M-F?

Answer: Please refer to the hours of operation stated in the

RFP.

Section 7.1 (d); page 12 Question: What are the current staffing levels for the NMCMs and CCRs at each location?

Answer: Please refer to the RFP, Attachment 1 (Work Volume

Over the Last Year) for staffing levels

GENERAL/Section 5.1.4; page 10 Question: How many full-time contractor FSRs are there currently?

Answer: Please refer to the RFP, Attachment 1 (Work Volume

Over the Last Year) for staffing levels.

GENERAL/Section 5.1.4; page 10 Question: How many part time contractor FSRs are there currently?

Answer: Zero

GENERAL/Section 5.1.4; page 10 Question: How many in person visits do the FSRs conduct per year?

Answer: In accordance with the RFP, the average case load is

24 (par 5.1.4 RFP). Current FSRs are authorized to travel up to

30% of the time. There is no definitive number of visits.

Section 7.2; page 12 Question: Does the government have a preference for where the M4L staff is located?

Answer: Yes, they are to be co-located with the Quantico location. Attachment 1 of the RFP states “The M4L Network operates its program support efforts from Quantico, Virginia”.

Section 4.1 (a,e); page 8 Question: The proposal states that Quantico CCRs must be available from 0730 to 1930EST yet the call center must operate 24/7/365. Please clarify the hours the call center must be staffed with personnel on location in Quantico.

Answer: At the Quantico location, the CCR’s providing support for M4L are required to be present from 0730 to 1930.

CCR’s supporting the Wounded Ill and Injured must be present

24/7/365.

Section 6.1.1.1. (a–c); page 72 Question: For non-key personnel, can the Government confirm that they are not asking for a specific named individual for the position? If no named individual is required, is it the

Government’s intent for this section for the offeror to provide a job description that demonstrates our understanding of the position requirements and our ability to make an effective hire for the position?

Answer: The Government is not requiring non-key personnel to be named individuals for the position. In accordance with section 2.1.1 of the Evaluation Factors, evaluation shall include evaluation of position descriptions and qualifications of non-key personnel to the extent that the qualifications meets/exceeds the RFP requirements. Information provided beyond the position description and qualifications for non-key personnel can lead to a higher rating including a strength.

Section 6.1.1.1. (a–c); page 72 Question: Section 6.1.1.1 states, "At a minimum, offeror shall provide a job description and minimum job qualifications that will be used in hiring for these services. The description and qualifications shall CLEARLY show the offeror’s compliance with all support personnel requirements listed in the PWS". If this is the minimum standard, for responding to this section, what would the Government consider an optimal response to this section’s requirements?

Answer: The offeror should provide a response based on the requirements outlined in the PWS.

Section 7.1 (f); page 12 Question: What is the exact type of subscription to LexisNexis that is required?

Answer: Any subscription version of LexisNexis that enables full capability to research phone numbers and addresses.

Section 15.1 (b.1); page 23 Question: Based on our decades of experience supporting the

Marines, we believe it is more important to be a Marine and to have experience with Warrior Care and Transition than to have a Master’s degree, will the government consider waiving the

Master’s degree requirement in exchange for years of direct experience supporting the Wounded Warrior Regiment and transitioning Marines?

Answer: No. A Master’s Degree is required for the Program

Manager.

Section 18.1., Transition-In; page 28 & Section

6.3.1.; page 73

Question: Section 6.3.1 states, "The Offeror shall submit for the Government’s evaluation and approval an acceptable

Transition Plan. The Government intends to allow 15 days for phase-in." Section 18.1, however, states that "Prior to the end of the existing contract period, the Contractor, in coordination with the Government and the incumbent contractor, shall provide phase-in support for up to thirty (30) days. Complete all transition activities thirty- (30) calendar days after the start date of the order." Can the Government clarify the correct transition-in period?

Answer: The phase in period will be approximately 15 days.

INSTRUCTIONS TO OFFERORS, Section 5.;

Question: Volume II, Past Performance summary of proposal content requires a "List of Agencies that your firm sent Past

Performance Questionnaires (PPQ)(if applicable)." Section

7.1.1., page 73 states that the PPQ should be attached. Does the

Government have a PPQ template for our use?

Answer: Yes, a PPQ has been attached to RFP amendment.

Section 9.1; page 15/Section 10.1; page 15 Question: Will the government furnish existing SOPs? And if yes, can you please share ASAP in order to support this proposal response?

Answer: No.

General Question/Section/Reference not provided

Question: Will the government extend the due date to (30 days from release) to provide industry adequate time to provide a thorough response?

Answer: The Government will extend the due date to 10am, 16

July 2018.

Section 10.1; page 16 Question: Will the government please provide the M4L Order in advance of the response due date to ensure the proposed solution adheres to the requirements in Marine for Life?

Answer: The COR will provide a version of the order during the transition period.

Section 10.1; page 16 Question: Will the government please provide the Wounded

Warrior Regiment Order in advance of the response due date to ensure the proposed solution adheres to the requirements of the

WWCC?

Answer: Yes.

Section 3.4; page 8 Question: Section 3.4 states that, "The WWCC shall use only one (1) toll free telephone number for all incoming calls, and all incoming phone calls to the WWCC shall be answered by a

CCR and filter to the WWCC and M4L as required." Does the contractor need to secure and provide the toll-free number(s) or will the government provide the toll free number(s) to the contractor?

Answer: The contractor needs to secure a line and number will need to be transferred from the incumbent to the new contractor during the transition period.

Section 7.1 (b); page 11 Question: Section 7.1 states that it is the responsibility of the contractor in "maintaining the WWR Mobile Application." Is this WWR Mobile Application currently managed by the incumbent and transitioned to the new contractor upon award, or is it the responsibility of the contractor to build a new WWR

Mobile Application?

Answer: The WWR Mobile Application is currently managed by the incumbent and will be transferred to the new contractor during the transition period.

Section 7.1 (b); page 11/Section 5.2; page 10 Question: What technologies (including any software, websites, applications, social media accounts, etc) will transition from the incumbent?

Answer: Instructions to request access to Web-based applications will be provided to the contractor during the transition period. The WWR Mobile Application and social media site accounts will be transferred to the new contractor during the transition period.

Section 5.2; page 10 Question: Section 5.2 states, "During TRS Marines and family members are educated on the opportunities the M4L Network provides and are encouraged to connect through the website or hotline." Are the website and hotline referenced here provided by the contractor or is this Government managed website and hotline?

Answer: This is a government managed website and hotline.

Section 5.2; page 10 Question: Section 5.2 states, "During TRS Marines and family members are educated on the opportunities the M4L Network provides and are encouraged to connect through the website or hotline." If the website and hotline are provided by the contractor, is the contractor responsible for content management, platform management or both?

Answer: The website will remain managed by the government.

On the website there is the option for the service member/spouse/resource to fill out a form and get connected.

This form will be sent to the call center to handle.

Section 7.2 (d); page 12 Question: For the M4L portion of the work, will the government provide the Customer Management System or does the contractor need to provide it?

Answer: The Government will provide the CMS System.

Section 7.2 (d); page 12 Question: For the M4L portion of the work, if the contractor provides the Customer Management System, can it be hosted at the contractor site and will it be subject to FISMA, FEDRAMP, ATOs, etc?

Answer: The Government will provide the CMS System.

Section 7.2 (d); page 12 Question: For the M4L portion of the work, if the government provides the Customer Management System will you please provide the name of the system/platform used?

Answer: Marine Corps Wounded Ill/Injured Tracking System

(MCWIITS)

Question: Who is the incumbent?

Answer: The WWCC requirement is currently supported by

Bowen Group. Contract # M00264-16-F-0061. Support for the M4L initiatives are not currently under contract.

Question: What amount(s) were paid to the incumbent last year?

Answer: Contract# M00264-16-F-0061 was awarded to The Bowen Group for a total contract value of $7,665,139.20 if all option are exercised. All options have been exercised for this contract.

Question: Is this a budgeted item or end-of-year item?

Answer: This is a budgeted requirement.

Question: Will you need a specific contract vehicle to execute against?

Answer: No

Question: Does the call center need to be a physical location or is a virtual call center acceptable?

Answer: No. The physical locations are stated in the RFP.

Virtual is not an option for this contract.

Question: Do you have an idea of the expected call volume?

Answer: RFP stated the call volume in attachment I.

Question: What are the days/hours of operations?

Answer: See section 9.6 “Hours of Operation” of the PWS. The Call Center shall be staffed and resourced according to the task (24/7/365).

Question: The RFP indicates that there is a desire to have the main call center for this project be located within 10 miles of Quantico as well as satellite call centers in North Carolina and California. The Vendor has existing call centers outside of these States which are already providing the same/similar services. May these call centers be utilized for this requirement?

Answer: No. The RFP clearly states 10 miles from Quantico gate and Camp Lejeune and Camp Pendleton.

Question: Vendor is not a registered SDVOSB, would it be acceptable to partner with an SDVOSB to provide these services?

Answer: The Primary contractor must meet the criteria set in the RFP.

Question: Can you provide more information regarding the role, responsibilities, skill set, pay-ranges, specific qualifications, and background checks necessary for staff

FSRs.

Answer: No, the RFP provides a comprehensive explanation of the roles and responsibilities of the Field Service

Representative.

Section B, Item No. 0006 and 1006; PWS

7.1(e); 15.5

Questions: The NTE amounts for the travel CLINs are

$18,900. PWS Section 7.1(e) states FSRs may require travel up to thirty percent (30%) of the time.

a. Please clarify the statement that FSRs may require travel up to 30% of the time is for non-local travel as defined in the solicitation.

Answer: FSRs must respond and travel to assist based on need.

The need will vary based on the caseload and region.

Therefore, the statement means that the FSR caseload may require travel up to 30% of the time.

Section B, Item No. 0006 and 1006; PWS

7.1(e); 15.

b. If the 30% travel reference is for non-local travel, what is the basis for this level of funding?

Answer: The funding was calculated based on the percentage of travel and the geographical region

Section B, Item No. 0006 and 1006; PWS

7.1(e); 15.5

c. If the 30% travel reference is for non-local travel, then the NTE amount of $18,900 appears to insufficient for the travel required even at levels lower than 30%. If each FSR averages 20% of their time for non-local travel, that constitutes a total of 240 days per year:

(1920 hours x .2) x 5 FSRs = 1920 hours

1920 hours / 8 hours = 240 days

At the current level of funding that would be $78.95 per day to cover food, lodging, gas and any other associated cost for non-local travel. This does not include travel cost for other required activities under the contract?

Answer: The Government accepts the risk of managing the

Travel CLIN at its current stated level. If additional funds are required in order to support efforts aligned within the PWS, the government will obtain funds or manage tasks accordingly.

PWS 3.1; 7.1 Question: The scope of the WWCC effort is to provide a centralized call center capable is to operate a toll-free contact resource 24/7/365 supporting approximately 30,000 WII

Marines. Who is the incumbent contractor for providing services being performed as detailed in PWS 7.1 and what is the contract number?

Answer: The WWCC requirement is currently supported by

The Bowen Group. Contract # M00264-16-F-0061.

PWS 3.2; 7.2 Question: The scope of the M4L Network is to support over

30,000 transitioning Marines annually. Who is currently performing the task detailed in PWS 7.2 – government civil servants, military personnel or contractor staff? If any of the work described in PWS 7.2 is being performed by contractor staff, who is the contractor providing these services and what is the contract number?

Answer: Government civil servants.

PWS 2.2; 7.2; Attachment 1 Question: In PWS 2.2 and 7.2 remarks are made regarding

Regional Network Managers/Coordinators and M4L

Representatives. PWS 7.2(a) states, “The CCR will connect the service member or family member to the Regional Network

Coordinator, M4L Representative and other resources as they apply.” Attachment 1 states, “The M4L Network operates its program support efforts from Quantico, Virginia, with four regional branches and upwards of sixty (60) representatives throughout the nation.” Please clarify which positions/labor categories for the M4L requirements will be included under the

WWCC contract.

Answer: Only the CCR will be included in the WWCC contract. The WWCC role will be to connect the inbound call or form to the proper channel/resource, ie the Regional

Network Coordinator or M4L Representatives.

PWS 3.1 Question: The WWCC effort supports approximately 30,000

WIII Marines with advocacy, resource identification, referral, information distribution and care coordination services. Is the supported population of 30,000 a cumulative number of

Marines, Naval personnel and family members or does the number represent 30,000 Marines?

Answer: The number represents the cases in the System of

Record, MCWIITS. The number includes Marines and Sailors, not families.

PWS 3.2

Questions: The WWCC shall use only one (1) toll free telephone number for all incoming calls, and all incoming phone calls to the WWCC shall be answered by a CCR and filter to the WWCC and M4L as required. The average number of incoming calls from both targeted populations (WWCC and

M4L) is 30 to 35 per day.

a. Will CCRs be dedicated to handling either WWCC or

M4L incoming calls or will CCRs handle both WWCC and

M4L incoming calls?

Answer: That is for the offeror to propose.

b. Is the average number of incoming calls from both targeted populations based upon a historical metric or an estimate of projected incoming calls?

Answer: Historical metric.

c. Depending the answer to the preceding question, what is the historical or projected average length of time for an incoming call from WWCC targeted population? From the

M4L targeted population?

Answer: Case by case each call is different and tailored to the individual and their needs or required support. We do not track average length of calls.

d. Is the 30 to 35 incoming calls per day for all 365 days in the year or based upon a standard 5-day work week?

Answer: This is a M4L reference so it is for a 5 day week.

e. Will incoming call volume levels remain level from month to month or are there months in which the volume of telephone calls surges?

Answer: The volume will fluctuate from month to month.

PWS 3.4 Question: The WWCC will utilize a dedicated/secure telephone system capable of handling multiple simultaneous incoming and outreach phone calls. Does the government require the successful Offeror to use a non-VoIP (Voice Over Internet

Protocol) system, which are unreliable in maintaining connectivity in a high call volume environment? What level of dropped calls is currently being incurred?

Answer: The offeror needs to propose their phone system and provide assurance or evidence that it meets the requirements of the RFP.

PWS 4.1 Question: The Contractor is required to provide a call center within 10 miles of Marine Corps Base Quantico. The requirements of the space to be provided and the infrastructure necessary to support the call center at the stated level of service is substantial. Given the extensive investment this contract will require, why is the period of performance only 24 to 30 months (including extension) as opposed to a normal 36 to 60-month period of performance?

Answer: The period of performance as structured best meets the needs of the Government.

PWS 4.1(a); 7.2(b) and (c) Question: The contract requires providing CCRs to make outreach telephone calls, text messaging and email. Apart for the required response to phone calls and emails as stated in

7.2(b) and 7.2(c) respectively, will CCRs make outreach calls and contacts to the M4L targeted population?

Answer: That is for the offeror to propose if they deem necessary.

PWS 4.1(c)

Questions: The solicitation references providing a mobile application that provides news, images, video and resources to support wounded, ill and injured Marines and their families. Is the mobile application government furnished or is it owned by the incumbent contractor?

Answer: The WWR Mobile Application will transfer from the incumbent to the new contractor during the transition period

PWS 4.1(c)

Who is the current application systems provider?

Answer: The current application hosting information will be provided during the transition period

PWS 4.1(c) Is the Contractor responsible for hosting the mobile application?

Answer: Yes, the contractor must host or coordinate the hosting.

PWS 4.1(e) Question: Please confirm that CCRs will only receive and redirect incoming calls and emails from M4L inquiries Monday through Friday from 0730 to 1930.

Answer: That is correct.

PWS 5.1.2

Question: The WWCC workload consists of a core target population of roughly 30,000 WII Marines and Sailors attached in support of Marines, both active duty and veteran. Required outreach intervals for current injury classification are provided as follows:

(a) Very Seriously Injured Marines are contacted every thirty

(30) day interval

(b) Seriously Injured Marines are contacted every six (6) month interval

(c) Not Seriously Injured Marines are contacted every twelve

(12) month interval

(d) IDES Marines (not affiliated or supported by WWR)

(1) contacted on initial assignment to the IDES within thirty

(30) days

(2) contacted on assignment to the IPEB within fourteen

(14) days

(3) contacted on receipt of official findings within (14) days

(3) Temporary Disability Retirement List (TDRL) Marines are to be contacted annually

Questions:

a. There is a statement in (d) that IDES Marines not affiliated or supported by WWR. Please clarify if Marines assigned to IDES are included in the target population of

30,000 WII Marines and Sailors attached in support of

Marines. If not, how many Marines and Sailors attached in support of Marines are currently or have been processed through IDES in 2015, 2016, 2017 and 2018?

Answer: They are included in the 30,000.

What is the historical average since 2015 of the target population of WII Marines and Sailors attached in support of

Marines assigned to each of the injury classifications listed in

PWS 5.1.2 by location (WWCC in Quantico, Bn-East in Camp

Lejeune and Bn-West in Camp Pendleton)?

Answer: Specific demographic and classification information will be provided during the transition period.

What is the current number of the target population of WII

Marines and Sailors attached in support of Marines assigned to each of the injury classifications listed in PWS 5.1.2 by location (WWCC in Quantico, Bn-East in Camp Lejeune and

Bn-West in Camp Pendleton)?

Answer: Specific demographic and classification information will be provided during the transition period.

PWS 5.1.3

Question: FSRs will be located in multiple locations throughout the United States. Will the FSRs primarily work at military treatment facilities, government provided spaces, or remotely?

Answer: Currently the FSRs primarily work remotely. The contractor will have the flexibility to determine the most feasable work space. The Government will not provide work spaces for FSRs.

PWS 5.1.3 Question: It is stated that the average FSR caseload is 25 disability retired and veteran Marines. At what average FSR caseload will the government require the Contractor to hire additional FSR(s)?

Answer: When the case load average exceeds 30 active cases.

PWS 5.2 Question: Reference is made to TRS Marines and family members. What does TRS stand for?

Answer: Transition Readiness Seminar

PWS 5.2 Question: The paragraph states, “The M4L Network also provides targeted follow up for all transitioning marines who have connected to the M4L Network. The M4L Network uses telephone calls and emails to connect the target population.

The required outreach interval for follow up is post 60 days of first contact with the call center. Based on recent estimates, the workload for this effort is roughly 5,000 calls and 15,000 emails per year.”

Please confirm the 5,000 calls and 15,000 emails are all incoming.

Answer: The call and email estimate is for both inbound and outbound communication.

PWS 5.2 It is stated in this paragraph the required outreach interval for follow up is post 60 days of first contact with the call center.

However, PWS 7.2(b) and 7.2(c) states the required response to phone calls and emails is 24 hours and 48 hours respectively.

Please clarify which response time is correct.

Answer: Follow up to a telephonic request for assistance must be within 24 hours. Follow up to an e-mail request for assistance must be within 48 hours. The post follow up will occur 60 days after the initial response. See below for an example:

Inbound email on 01 July

Initial email response from CCR 02 July

Follow-up phone call/email 02 September

PWS 5.2 Will the CCRs responsible for providing follow up to phone calls and emails from the M4L target population be dedicated to the M4L Network or will they also provide support to the

WII segment of the call center?

Answer: The CCR is responsible for providing follow up to phone calls and e-mails for the M4L target population and the

WII that also fall within the M4L target population.

PWS 7.1(a) Question: The contractor will be required to integrate all platforms/databases that consolidate available resources, specific to the Marine being contacted, and in the location that they have designated during the course of the initial phone call.

Who “owns” these platforms/databases? If the government owns these resources, how will the information be provided to the successful Offeror? If the incumbent contractor(s) owns these resources, how will the successful Offeror obtain them?

Answer: The Government will provide the platform and the contractor will be provided with access instructions.

PWS 7.1(a) Question: Reference is made to a “targeted outreach tool”.

What is the targeted outreach tool? Who owns it? Who develops and distributes this asset? Does the outreach tool interface directly with MCWIITS?

Answer: The targeted outreach tool is the Wounded Warrior

Regiment Resource Locator Tool. The tool is government-owned. The tool does not interface directly with MCWIITS.

PWS 7.1(b); 14.6.2 Question: The Contractor is responsible for supporting Social

Media (SM) Strategy, developed by WWR and in conjunction with WWR initiatives. Please confirm SM platforms listed

PWS 14.6.2 are all of the SM applications to be maintained or updated by the Contractor.

Answer: They are all listed.

PWS 7.1(c) Question: The Contractor shall develop a formal methodology for conducting surveys of the target population and ensuring the validity of the results through sound analytical practices.

What percentage of the target population is required to be surveyed on an annual basis?

Answer: Specific surveying requirements will be provided during the transition period.

PWS 7.1(c) Question: The Contractor must maintain ninety-eight percent

(98%) accuracy of all call log references and ninety-eight

(98%) of responses to customer satisfaction surveys rating the service received as satisfactory or better. What is the current rating for customer service satisfaction surveys that are satisfactory or better?

Answer: 98%

PWS 7.1(d) Question: Approximately three percent (3%) or 1,000 of the overall WWR supported personnel require NMCM support

(1,000 cases / 35,000 WWR population = 3%). Throughout the solicitation reference is made to a target population of 30,000 for the WWCC effort. Which is correct, 35,000 or 30,000?

Answer: 35,000

PWS 7.1(d) Question: Approximately three percent (3%) or 1,000 of the overall WWR supported personnel require NMCM support

(1,000 cases / 35,000 WWR population = 3). Does the supported population include case management services from both NMCMs and Field Service Representatives? If case management services are separate, please provide the percentage breakdown of support coming from NMCMs and coming from Field Service Representatives.

Answer: Combined

PWS 7.1(e) Question: FSRs geographically dispersed throughout the continental United States mitigate complex, open and unresolved cases. FSRs may require travel up to 30% of the time. What is the expected travel radius of each FSR?

Answer: No radius, as required up to 30%.

PWS 7.1(f) Question: Reference is made to the requirement by the contractor to maintain a subscription to Lexis Nexis. What modules of Lexis Nexis does the government require the

Contractor to utilize? There is not a CLIN for ODCs. How is the Contractor to recover the cost for obtaining and maintaining this service?

Answer: The version must furnish the capability to perform a detailed search of phone numbers and addresses. Cost incurred to support a given task area should be applied to the appropriate Task CLIN.

PWS 7.2(a) Question: The CCR will connect the service member or family member to the Regional Network Coordinator, M4L

Representative, and other resources as they apply. Will the

CCR be required to provide a warm-handoff to the appropriate resource (e.g. – M4L Representative) or does the CCR simply need to provide the service member or family member with point of contact information?

Answer: The CCR simply needs provide the service member or family member with point of contact information.

PWS 7.2(f) Question: M4L will require the CCRs to forward all education, employment, and veteran community resources to the Outreach

Specialists at HQMC to be input into the Wounded Warrior

Regiment Resource Locator Tool. How is this transfer of information from CCRs to Outreach Specialists currently being performed? How frequently is the transfer of information being performed?

Answer: Currently, Outreach Specialists are responsible for vetting and connecting the resources to the Regional Network

Coordinators. Resource input occurs on a monthly basis.

PWS 14.6.1 Question: The Performance Requirements Matrix for Outreach

Efforts list specific populations of WII Marines. Please map these populations by location (WWCC in Quantico, Bn-East in

Camp Lejeune and Bn-West in Camp Pendleton) to the appropriate injury category classification presented PWS 5.1.2.

Answer: Specific injury category classification information will be provided during the transition period.

PWS 15.1(b)(1) Question: The minimum education for the Program Manager is a Master’s Degree. The paragraph also references an Assistant

PM with a Master’s Degree as the preferred education. An

Assistant PM is not mentioned anywhere else in the solicitation. However, Attachment 1, Work Volume Over the

Last Year references a Junior Program Manager for Task 5

Program Management. Please clarify if the Assistant PM and

Junior Program Manager are the same position. PWS 15 does not present any qualifications for this position other than the education preference. Are there any additional qualifications for the Assistant/Junior PM?

Answer: The offeror can propose a program management staffing plan that meets the requirements of the PWS. The PM is key personnel. The assistant program manager is non-key personnel and the listed qualifications are preferred. The Junior

Program Manager is a labor category description listed in the

Historical Workload Data attachment which states that it is for informational purposes only. The PWS outlines the requirement.

PWS 15.2 Question: WWCC FSR Supervisor is required if more than 10

FSRs are on the contract. Please confirm a WWCC FSR

Supervisor is not necessary at this time since it is anticipated there will only be 5 FSRs at the start of the contract.

Answer: Correct not needed at this time

PWS 15.3

Question: NMCM is the first-line leadership at the call center providing support to our wounded warriors during various shifts for Call Center operations. The required number of

NMCMs and their case load will vary based upon the needs of the supported population.

a. What injury classification as defined in PWS 5.1.2 are normally assigned NMCMs?

Answer: No specific classification it is based upon the needs identified.

PWS 15.3 b. What is the government’s desired caseload for NMCMs?

Answer: this is for the offeror to propose.

PWS 18.1; Instructions to Offerors 6.3.1 Question: PWS 18.1 states, “Complete all transition activities thirty (30) calendar days after the start date of the order.”

Instructions to Offerors 6.3.1 references a 15 day phase-in provided by the government. Will the transition-in period be

15 or 30 days?

Answer: Fifteen (15 days)

Clauses Incorporated by Reference; Clauses

Incorporated by Full Text

Question: Please confirm the Service Contract Act is not incorporated in the solicitation and not incorporated in any subsequent contract awarded as a result of this solicitation.

Answer: The Service Contract Act (SCA) does not apply to this effort.

Instructions to Offerors 1.5; Instructions to

Offerors 8.1.2

Question: Instructions to Offerors 1.5 references a base period of 12-months, with one 12-month option period and a six month option to extend the contract. Instructions to Offerors

8.1.2 references a requirement to price the base period and four

12-month option periods. Please clarify.

Answer: Please follow the directions of 1.5 Base period of 12-months, with one (1) twelve (12) month option period and a six

(6) month option to extend the contract in accordance with

FAR 52.217-8, Option to Extend Services.

Instructions to Offerors 3.2.1; Instructions to Offerors 5.1

Question: Instructions to Offerors 3.2.1 states electronic submissions via CD is acceptable. Instructions to Offerors 5.1 references that 3 volumes will be required for this effort:

Volume I – Technical (4 copies); Volume II – Past

Performance (4 copies); Volume III Business – (Price) (4 copies); and all volumes – (CD ROM) (1 copy). Please clarify if Offerors are to provide 4 copies of each Volume on printed material.

Answer: Yes, offerors are to submit four copies of all three volumes.

Instructions to Offerors 5.1, Volume I a.;

Instructions to Offerors 6.1.1

Question: Instructions to Offerors 5.1.a does not reference an

Executive Summary. However, Instructions to Offerors 6.1.1 does reference an Executive Summary and states it is excluded from the 50-page limit. Is an Executive Summary required as part of Volume I? Is the Executive Summary the same thing as the Cover letter referenced in Instructions to Offerors 6.1.1 that requires a summary of the material content?

Answer: An Executive Summary is required and is separate from the 50-page limit. The Cover Letter and Executive statement shall not exceed 5 pages combined.

Instructions to Offerors 5.1 Volume III c;

Instructions to Offerors 8

Question: Instructions to Offerors 5.1 Volume III c requires

Offerors to include a Work Breakdown Structure. Instructions to Offerors 8 makes no reference to including a Work

Breakdown Structure. Should Offerors include a Work

Breakdown Structure in Volume III?

Answer: Offerors will not be required to include a Work

Breakdown Structure. Section 5.1 Volume III c will be updated accordingly.

Instructions to Offerors 6; Instructions to

Offerors 7

Question: Are Table of Contents included in Volume I and

Volume II excluded from the respective page limits?

Answer: Yes

Instructions to Offerors 6.1.1.1 Question: The Contractor is required to provide information/documentation for non-key personnel as defined in paragraphs a, b, and c. Paragraph b states, “The offeror must address the relevant background and experience of the non-key personnel in direct support of the PWS.” Is the government saying Offerors must provide this information for contingent hires they have already identified for non-key personnel positions?

Answer: Paragraph b will be change to the following: “The offeror may address the relevant background and experience of the non-key personnel in direct support of the PWS.”

Information provided beyond the position description and qualifications for non-key personnel can lead to a higher rating including a strength.

Instructions to Offerors 6.1.1.2.d Question: Contractor shall ensure that the submitted approach to Performance Execution and Management address all phases required to successfully manage this program, as follows:

d. Standard Operating Procedures (SOP) that details how the contractor will operate their responsibilities in the day-to-day operation of this program.

Are Offerors required to submit proposed SOPs with Volume

I? If so, will the government exclude the SOPs from the 50 page limit since SOPs for complex operations be can very lengthy?

Answer: The Offerors submitted approach shall address all phases required to successfully manage the program including

SOP that details how the contractor will operate day-to-day.

The Government will exclude SOPs from the 50 page limit for

Volume I, however SOPs shall not exceed 50 pages.

Instructions to Offerors 8 Question: Should Offerors include FAR 52.212-3(b)(2) and any fillable DFARS Clauses in Volume III?

Answer: FAR 52.212-3(b)(2) and any fillable DFARS Clauses shall be included in Volume III and shall not count against the

25 page limit..

Instructions to Offerors 8.1.1 Offerors shall use the not-to-exceed amounts provided in

Section B, CLIN 0006, 0007, 1006, 1007, 2006 and 2007.

CLIN 2006 and 2007 are included in Section B. Please clarify.

Answer: CLINs 0007, 1007 & 2007 do not exist. Section 8.1.1 will be revised accordingly.

Instructions to Offerors 8.2 Question: Staff positions based upon contingency hires must include a signed letter of offer/acceptance in Technical Volume

Please confirm this applies only to Key Personnel. Is a copy of the letter of offer/acceptance also to be included in Volume III

Answer: Confirmed. This only applies to Key Personnel.

Letters must be included in Technical Volume 1.

Attachment 1 Question: The Historical Workload Data presents a table detailing the “Work Volume Over the Last Year.” Absent from this table is a Quality Assurance Manager. Given the multiple references of the Contractor required to provide high quality services, providing services to the standards of the

QASP, and the level of customer satisfaction feedback, should

Offerors propose a Quality Assurance Manager?

Answer: The government has detailed its level of acceptable quality standards as outlined in the Quality Assurance

Surveillance Plan (QASP) and of which is outlined the PRS

(Section 14.5). Contractors are encouraged to read this section and ensure compliance and measures that meet the requirements.

Pg 5, Section 4.1 (c) Questions: Item C states a task “Providing a mobile application…”.

Is there a mobile application which meets the requirements in place today?

Will an existing application be maintained and enhanced on this contract or will this be a newly developed application on this contract?

Answer: The current WWR application will be transferred during the transition period.

Pg 8, Section 3.4, Pg 9, Section 5.1 and Pg

10, Section 5.3

Questions: Section 3.4 states that the combined WWCC and

M4L incoming phone call load is 30 to 35 per day.

Section 5.1 denotes a core population of 30,000 WII Marines and Sailors.

Section 5.2 states a M4L workload of 5,000 calls and 15,000 emails per year.

Please provide volume and handle time estimates for:

- WWCC Inbound Calls, Emails, Text, and Social

Media Interactions

- WWCC Outbound Calls, Emails, Text, and Social

Media Interactions

- M4L Inbound Calls, Emails, Text, and Social Media

Interactions

M4L Outbound Calls, Emails, Text, and Social Media

Interactions

Answer: Specific call load information will be provided during the transition period.

Pg 10, Section 6.2 Question: Section 6.2 asks for a conference room with capability to support “up to fifty (50) occupants”

Please provide a minimum occupancy requirement for this conference room.

Answer: 50

Pg 16, Section 12.1 Questions: Section 12.1 requires a Call Center Operations off-site office space located within 10 miles from MCB Quantico’s front gate.

Is the Call Center required within this facility, or would office and conference space for designated PMO, FSR, and the 6 required workstations be acceptable? The facility shall support

Quantico-based WWCC contract employees.

Will Work at Home Call Center staff be acceptable?

Answer: Work at home is not an option for the Quantico, Camp

Lejeune and Camp Pendleton locations. FSRs are authorized to work remotely.

Pg 69, Section 4.2 Question: Are photographs of facilities and related graphics in line with the document allowed?

Answer: Yes

Pg 69, Section 4.2 Question: Are headers and footers less than ll points Times

New Roman acceptable?

Answer: Yes

Pg 69, Section 4.2 Question: 69 Are hyperlinks and cross references to sections internal to the proposal document allowed?

Answer: Yes, however all relevant data/information/material to be evaluated for consideration of award must be written or included within the response to the RFP.

Pg 71, Section 4.2 Section 6.1.1.1 a. Question: Do resumes of key personnel count towards the 50 page limit?

Answer: Yes. Resumes are specifically stated in 5.1 to be part of the materials to which the NTE 50 pages applies.

Pg. 70, Section 5.1 Volume II c. Question: Are subcontractors expected and/or allowed to supply PPQs along with prime contractors. For example, two prime PPQs and one sub PPQ?

Answer: Expected = No. Allowed = Yes

Section 4.1(a) Question: The solicitation states that all CCR's must comply with all WWR and M4L training requirements.

Will the Government provide the requirements, and the training to meet these specifications?

Answer: Yes

Section 4.1(c) Question: Does the mobile application presently exist, or is this a new development project?

Answer: It exists already and will transfer at transition period.

Section 4.1(c) Question: How, and with what frequency, will updates to media - news, images, video, etc. - be provided to contractor to serve through the mobile application?

Answer: As necessary by the public affairs representative of the WWR.

Section 7.2(a) Question: What types of platforms and databases will require integration? How many individual platforms will require some form of customized development/integration?

Answer: The requirement is for data sources such as

Microsoft Excel spreadsheets, Access databases, etc. to be exported to a comma-separated values (CSV) and integrated into one common platform provided by the

Government. No customized development is required to be performed by the WWCC contract staff.

Section 7.2(e) Will the Government provide a copy of the reporting document template prior to the selection of the

Contractor?

Answer: No

Section 9.6 Question: As contractor employees will not have access to Federal workspaces during the listed Federal holidays, specifically at Pendleton and Lejeune, will these employees be able to work from home to fulfill the 24/7/365 HOOP requirement?

Answer: No. The employees will have access to the facility.

Section 13.1 Question: Targeted Outreach - will the Government provide direction regarding targeted outreach, or is the contractor required to develop an outreach plan and strategy?

Answer: Outreach is defined in the RFP and training will be provided by the government and incorporated into your SOP.

Section 15.2 Question: The initial solicitation requires 5 FSR's - are the existing plans to expand scope to the 10 FSR's requiring an FSR Supervisor?

Answer: No, this is in case of a surge in caseloads

Page 50, (l) iii

(iii) The compensation (wage and fringe benefits) plan for all service employees performing work under the contract will be the same as that used for these employees and equivalent employees servicing the same equipment of commercial customers.

Question: We have recognized that the Contractor’s

Customer Care Representatives are to be proposed as

01043 – Customer Services Representative III, as identified in the SCA Wage Determination. Can the

Government please confirm these positions are not exempt from the Wage Determination?

Answer: The SCA does not apply to this requirement

12.2 paragraph 3

The Contractor(s) shall be required to obtain DoD

CACs to work under this PWS. The Contractor(s) are

Question: The paragraph does not say who will initiate the T3 investigation. Propose the following language: “The Site Security Officer (SSO) will be

Page 7 Section 1 Question: Will M4L material (outlining their services) be provided to WWCC?

Answer: Yes, during the transition period

Question: Missing 3.3 is this an error?

Answer: Yes this is an error and has been corrected.

Section 4.1 Question: In Section 4.1 will WWR and M4L training requirement be given to WWCC?

Answer: Yes, during the transition period

Section 4.2 Question: Section 4.2 are all satellite office a physical location and will be manned; 8 hrs for the supervisor and 24/7/365 with CCR & NMCM?

Answer: They are physical locations and the satellites are manned as indicated in the RFP. The WWCC in

Quantico is manned 24/7/365.

Section 4.4 Question: Section 4.4 How long is the semi-annual training for FSR? (days and hours)

Answer: 5 business days (40 hours)

Section 5.1 Question: Section 5.1 How is the cost considered for the increase? Is this negotiable?

Answer: The cost will be considered and negotiable in the case of a national emergency, crisis or casualties of war.

Page 8 Question: Where is Section

5.1.3?

Answer: This a numbering error. Has been corrected.

Section 5.1.4 Question: Section

5.1.4 Is the caseload of 25 annually or monthly for the

FSR?

Answer: Monthly

Section 7.1 Question: Section

7.1 (d) Is it 30,000 or 35,000 as stated early 30k?

Answer: 35,000

Section 7.2 & 15.7 Question: Section 7.2 & 15.7 M4L CCR is it the same as the WWCC CCR worker/position?

Answer: That is for the offeror to propose.

also required to have a favorable T-3, T-3R or NACLC adjudication and to obtain privileged access to required servers. Personnel with unfavorable adjudications are not eligible to perform work on this contract. If the contractor(s) do not have a current adjudication of T-3, T-3R or NACLC, then, prior to commencement of work on this contract, all contractor personnel, at a minimum, must have an initiated Electronic Personnel

Security Questionnaire (EPSQ SF86), which must be reflected as such within the DoD Personnel Security

System (currently Joint Personnel Access System

(JPAS)) to perform work on this task to access

Government systems in support of WWR.

responsible for initiating the T3 with IT Level II for suitability…