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- Attached to
- Wounded Warrior Call Center Outreach and Support Federal contract opportunity
- Solicitation number
- M00264-21-R-0003
- Issued by
- United States Marine Corps
About this file
This is a request for proposal for wounded warrior call center outreach and support services. The solicitation seeks a contractor to provide call center operations at Marine Corps Base Quantico in Virginia, as well as satellite operations at Camp Lejeune in North Carolina and Camp Pendleton in California. Services include answering calls, conducting outreach to wounded Marines and sailors, staffing social media accounts, and providing field support representatives. The incumbent contractor provides similar services under an existing contract. Offerors must propose staffing plans and pricing to support approximately 35,000 wounded individuals and family members. Submissions are due through the DoD SAFE portal. The opportunity is set aside for small businesses and offers a single base year and four option years of performance.
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Q&A
| WWR Call Center Outreach and Support Attachment 1 | |||
| M00264-21-R-0003 Question & Answer Document | |||
| Insert additional rows in the applicable section as necessary | |||
| Question # | RFP Reference (with PWS Section number, page number, and paragraph number, as applicable) | Question (Please provide clear, concise questions. Any question that is not clear is at risk of not being answered.) | Answer (To be provided by the Government as soon as possible after close of Question period.) |
| Technical Questions | |||
| 1 | Page 29 Section 5.2 paragraph 3 | Is there a specific number of CCR's needed for the VA location? | As Attachment 2- Historical Data indicates, there are 11 CCRs at the Wounded Warrior Call Center in VA. A vendor may propose a different amount within its comprehensive staffing matrix and detail how it will operate their responsibilities in the day-to-day operation for successful execution of PWS requirements. |
| A | Page 32 section 6.2 paragraph 4 | What is the total number CCR's staff needed at Camp Lejeune? | As Attachment 2- Historical Data indicates, there are 2 CCRs at Camp Lejeune. Also note, that due to an increase in calls related to the IDES referrals, a third CCR would be beneficial. A vendor may propose a different amount within its comprehensive staffing matrix and detail how it will operate their responsibilities in the day-to-day operation for successful PWS requirement execution. |
| 3 | Page 33 Task 3 paragraph 4 | What is the total number CCR's staff needed at camp Pendleton? | As Attachment 2- Historical Data indicates, there are 2 CCRs at Camp Pendleton. Also note, that due to an increase in calls related to the IDES, a third CCR would be beneficial. A vendor may propose a different amount within its comprehensive staffing matrix and detail how it will operate their responsibilities in the day-to-day operation for successful PWS requirement execution. |
| 4 | RFP page 31, PWS 6.1 | PWS 6.1 requires contractors to have IS(s), switch/networks, call management system, toll free phone system, facility, etc. available within the first 30 days transition. Will the government require contractors to have an authority to operate for its contractor facility to access government systems remotely? If so, please provide the systems for contractor connectivity. | Yes the government will require contractors to have an authority to operate at its contractor facility to access government systems remotely. All required systems have existing ATOs and SORNs. To keep the Common Access Cards (CAC) active, users must maintain a usmc.mil e-mail address. Users must login into the Marine Corps Enterprise Network (MCEN) every 30 days. All required systems will be accessed through a Virtual Private Network (VPN) or CAC Authentication. The systems are WWR SharePoint Site Collection and Marine Corps Wounded Ill and Injured Tracking System (MCWIITS). |
| 5 | RFP page 31, PWS 6.1 | PWS 6.1 requires contractors to have IS(s), switch/networks, call management system, toll free phone system, facility, etc. available within the first 30 days transition. This requirement is extremely restrictive for contractors that do not already have a facility up and running with government system connectivity established (such as, other than the incumbent contractor). This short timeframe could open the government up to potential protest for unfair procurement processes. We recommend that you re-evaluate the requirements and allow for at least 60 days for contractors to finalize leasing, purchase equipment, get trades in local area to run lines, receive ATO/connectivity from government, transition workload to contract awardee and fully stand up this site. | The current contract received six (6) proposals in response to the solicitation, and the previous contract received four (4) proposals in response to the solicitation with the same 30-day transition period requirement. The current contractor was actually fully functional within a 15-day transition time. Based on the amount of previous solicitation responses and the fact both contractors did not have an existing facility prior to award, the 30-day transition period appears to be sufficient. |
| 6 | RFP page 31, PWS 6.1 | Does the primary phone systems (e.g., PBX, switch, etc) need to be physically located at the Quantico site? | No, the primary phone systems do not need to be physically located at the Quantico site. |
| 7 | RFP page 31, PWS 6.1 | Does the required backup phone systems (e.g., PBX, switch, etc) need to be physically located at the Quantico site? | No, the backup phone systems do not need to be physically located at the Quantico site. |
| 8 | RFP page 31, PWS 6.1 | How will the personnel at the Quantico site access the MCWIITS system or any/all other government system? | The personnel at the Quantico site will access the MCWITTS and other government systems via contractor provided computers configured to government IT standards to allow CAC readers. Contractor personnel will require CAC cards, which will enable PKI access using a commercial computer configured with the correct software and settings. |
| 9 | RFP page 31, PWS 6.1 | Is there any specialized hardware necessary to access the required govenrment systems from the contractor facility? Or, is it accessed via a CAC enabled website? | There is no specialized hardware necessary to access the required government systems from the contractor's facility; all government systems are accessible via CAC enabled website. |
| 10 | RFP page 31, PWS 6.1.1(a) | During non operational hours, will the government's call management system at the satellite locations automatically roll over calls to the Quantico Call Management system? | During non-operational hours, the government's call management system at the satellite locations will require coordination with the local base telephone company to ensure continuous and successful roll overs happen; the government will assist in this process. |
| 11 | RFP page 31, PWS 6.1.1(a) | During non operational hours, what is the estimatated/maximum number of roll over calls that could be transferred to the Quantico Call Management system from Camp Lejuene and Camp Pendleton call centers? | Rollover calls transferred from the satellite contact centers to the Quantico Call Management system show up as an incoming call. They have not been tracked separately. |
| 12 | RFP page 32, PWS 6.1.3 | Please provide information on the text messaging system currently in use. | The contractor's current text messaging system for the Quantico center's primary telephony system cannot be shared because it is providing details regarding their offer. |
| 13 | RFP page 32, PWS 6.1.5 | What contact information search tool is currently in use? | The contractor's current contact information search tool cannot be shared because it is providing details regarding their offer. |
| 14 | RFP page 35, PWS 8 | PWS 8 states, 'The Contractor must provide a fully qualified replacement for any employee that will be absent." Would the government further define what is meant by absent, such as number of days absent? | Absent is defined as not present at work when scheduled and would not meet the requirement to have a fully staffed and capable call center. Please see PWS Section 8. |
| 15 | RFP page 35, PWS 8 | PWS 8 states, 'The Contractor must provide a fully qualified replacement for any employee that will be absent." Does this requirement pertain to all employees on the contract (PM, Supervisors, CCRs, NMCMs, FSRs)? Or, does it pertain only to contractor facility personnel? Or, does it pertain to only a single labor category? | The requirement to provide a fully qualified replacement for any employee that will be absent applies to all personnel working under the contract. If a staff will be out or absent then someone who is fully qualified will be identified to cover their shift. It is understood that there may be instances of emergency or illness that will preclude immediate replacement. Pleazse see PWS Section 8. |
| 16 | Historical Workload - Attachment II, page 2, historical staffing | Attachment II provides historical staffing for each position at each location. Are the number of position listed all full time equivalents (FTEs)? If not, please identify how many by position are consider part-time equivalents (PTEs)? | Attachment 2 historical staffing are all FTEs; there are no PTE's on the contract since part-time employees are not eligible for clearances required to obtain a CAC. |
| 17 | Historical Workload - Attachment II, page 2, historical staffing | Does the current staffing listed for the WWCC include after hours staffing required for transfer of calls from satellite locations (Camp Lejeune and Camp Pendleton)? | Under the current contract, the WWCC after hours staff includes all staff required to answer rollover calls. |
| 18 | Historical Workload - Attachment II, page 3, List of equipment / systems provided by the Government | Historical workload proivdes that the governmetn will provide PC, phone, workspace, cell phones provided during COVID-19 pandemic (will continued to be provided) for Satellite Contact Centers. (a) Is this contract considered mission essential? (b) Are satellite contact center personnel allowed to support contact center via telework (e.g, home location or other office location)? | (a) The Wounded Warrior Regiment determined the Call Center and Contact Center services do not meet the criteria considered to be essential contractor services. (b) In accordance with PWS Section 14, all effort under this requirement is performed at the noted physical locations, with the exception of the FSRs. Telework, other than what is approved for the current COVID-19 pandemic is not authorized. Approval for situational telework requires approval from the COR or Contracting Officer. Any telework agreements due to the potential of the ongoing pandemic will be reached after the initial transition in period through the PM, the COR, and the Contracting Officer. |
| 19 | Historical Workload - Attachment II, page 3, List of equipment / systems provided by the contractor | (a) Will the contractor provided equipment (e.g., laptop) for FSR personnel need to access any government systems? If so, which ones? (b) Will a CAC reader be required on the laptop? | (a) The contractor provided equipment for FSR personnel will need to access MCWIITS, SharePoint, Share Drive. The systems will be the same for all personnel. |
(b) Yes, the contractor's equipment requires either a CAC reader on the computer or an external CAC Reader connected to the laptop, as the systems require a CAC to access them.
| 20 | RFP page 33, PW's 6.4.1 Task 4, Field Services | Please confirm all FSR personnel will be housed at a contractor facility of its own choice? Or, are FSR personnel required to report to a government site to check-in or perform daily duties? | In accordance with PWS Section 6.4.1, the contractor must provide an FSR at each of the identified five (5) locations. The requirement does not stipulate where the FSR will be housed. FSR personnel are not required to physically report at a government site to check in or perform daily duties. |
| 21 | RFP page 33, PWS 6.4.4 | PWS 6.4.4 states that, "contractor will train and ensure operational readiness within 60 days for all additional newly hired FSRs." This statement conflicts with the current transiton plan timeline of 30 days. Please clarify if the contractor has 30 or 60 days to staff and transition the contract? Or, if contractor has 60 days? | In accordance with PWS Section 6.4.4, the contractor will train and ensure operational readiness within 60 days for all additional, newly hired (emphasis added) FSRs. The initial five locations will be staffed and trained within the transition time of 30 days. The 60 days applies to any FSR personnel throughout the life of the contract, i.e. other than during the transition period. |
| 22 | RFP page 37, PWS 10. Security Requirements | Based on the historical information in Attachment II, current staffing for all services is at 33 positions. However, PWS Section 10 states, "the US governmetn will initate up to 10 background investigations." Do all positions require a government background investigation and a CAC to perform duties? If so, will the government please modify this requirement to read for all proposed personnel defined in a contractor's staffing matrix. If not, which positions require a CAC and background investigation? | Yes, all positions require a CAC and background investigation. The Government is limiting the amount of investigations it will initiate (up to 10 over the life of the contract) so that the contractor utilizes personnel that already have a a completed investigation. The limit is in the government's best interest to prevent the potential financial abuse of the cost of investigations that end up not supporting the requirement long term. |
| 23 | RFP page 32, PWS 6.2 Task 2 | Do CCRs assigned to government satellite contact center at Camp Lejeune provide social media support? If so, please update the PWS to include this requirement and provide workload for this site in historical information. | CCRs at Camp Lejeune do not provide social media support; this is conducted at the Quantico call center location. Please see revised PWS Section 5.2.1 for clarification. |
| 24 | RFP page 32-33, PWS 6.3 Task 3 | Do CCRs assigned to government satellite contact center at Camp Pendleton provide social media support? If so, please update the PWS to include this requirement and provide workload for this site in historical information. | CCRs at Camp Pendleton do not provide social media support; this is conducted at the Quantico call center location. Please see revised PWS Section 5.2.1 for clarification. |
| 25 | Historical Workload - Attachment II and RFP page 85, Factor 2 - Staffing | Since contractors are required to submit a staffing matrix showing proposed labor mix and labor hours for each CLIN, can the government provide incoming call volumes, outgoing call volumes, peak volumes by month and type for each location to be supported (e.g., WWCC, Camp Lejeune, Camp Pendleton) so that contractors price and propose more accurately in their response? | Outgoing calls are targeted by best time to reach the Recovering Service Member (RSM) based on time zone; usually 1000-2200 ET. |
Incoming calls average only 9 per day and is very unpredictable.
Outgoing call volumes are driven by the Current Injury Classification Outreach Requirements (VSI, SI, NSI, IDES phases).
Due to staffing model to accommodate 24/7/365 operations, the greatest number of outgoing calls are conducted Tues-Thurs when the greatest number of staff are present.
Outgoing calls for 2020 averaged 166 per day.
Higher outgoing volumes occur when conducting natural disaster outreach.
The number of outbound calls decreased beginning in June due to ongoing review and correct classification of MCWIITS cases as well as increased NMCM cases (they are not conducting general outreach).
Average monthly call volume by location for CY 2020 thru end of Sept.
WWCC: Incoming: 279 Outgoing: 5062 WWBn-W: Incoming: 10 Outgoing: 116 WWBn-E: Incoming: 7 Outgoing: 111
WWCC monthly incoming and outgoing calls accompany Amendment 0002; please see the attachment.
| 26 | RFP page 38, PWS 10.3 - Visit Authorization Letter | Are contractors to submit visit authorization letter CDRL for all personnel on this contract? Or, only for personnel that will work or access a government site (e.g., required only for Camp Lejeune & Camp Pendleton personnel, PM only)? | ALL contractor personnel working under the contract must be listed on the VAL. |
| 27 | Historical Workload - Attachment II - Historical Amount of time an FSR spent with each case | Please clarify workload information for amount of time an FSR spent with each case. Is this referring to total amount of time on a WII case? Or, is it referring to amount of time in-person visits took? | The information refers to the amount of time one in-person visit took. |
| 28 | Attachment 2 - Historical Information | The historical information provided for 2019 shows volume of outbound and inbound calls, emails received, contacts via social media is for only the months of May through December. Why are the months of January through April not provided? Is data not available? Is this data provided indicative of a normal year for WWCC operations? | There is no data available for January to April 2019. The data provided is indicative of three quarters of a normal operational year. |
| 29 | Attachment 2 - Historical Information | The historical information provided shows volume of outbound and inbound calls, emails received, contacts via social media is for only for 2019. Is any historical information available for 2020? | Historical information available for 2020 averages 166 outgoing calls per day and 9 incoming calls per day. This information is specific to the Quantico Call Center. |
| 30 | Attachment 2 - Historical Information | The first metric provided in the attachment is average monthly call volume (out and in) over the past year is from June 2019 through May 2020. Please include the inbound and outgoing call volume for the months of January through May 2020 in the table titled Historical volume of outgoing calls by month (for 2019):. | Average monthly call volume by location for CY 2020 thru end of Sept. |
WWCC: Incoming: 279 Outgoing: 5062 WWBn-W: Incoming: 10 Outgoing: 116 WWBn-E: Incoming: 7 Outgoing: 111 (WWCC information is further broken down in Amendment 0002's attachment.)
| 31 | Attachment 2 - Historical Information | The attachment indicates that a need for an additional CCR at Camp Pendleton and Camp Lejeune. Does the government anticipate the additional CCR at each location with the start of the new contract or at some future date? If at a future date, can the government estimate when each CCR be added to the staff? | The government anticipates the additional CCR at both locations upon completion of the transition-in period for the new contract. |
| 32 | Attachment 2 - Historical Information | The Historical FSR travel costs during 2019 unrestricted travel shows 2 invoices. Is this the total unrestricted travel costs fo all of 2019? What has been the travel costs to date for 2020? | The historical FSR travel costs is the cost of travel for 2019. There has been no travel in 2020 due to COVID-19 pandemic travel restrictions and safety concerns. |
| 33 | Attachment 2 - Historical Information | Historical number of in-person visits by the FSR during 2019 is stated to be 208 in-person visits with and in support of RSMs. Please confirm this is the total number of visits for all 5 FSRs for the entire year of 2019 or is it just May through December. | The historical number of in-person visits by the FSR represents all visits for the FSR's for 2019 from May to December. There were no FSR visits during January to April 2019. |
| 34 | PWS Page 32, Section 6.1.5 | Section 6.1.5 states, "The Contractor will initiate and maintain a subscription to a contact information search tool, subject to approval by the COR, to research specific Marine and Veteran contact information (phone, email, address)." Does the government have preferred search tool? What search tool has been traditionally used for this requirement? | The government does not have a preferred search tool. Providing details of previous contractor's search tools would reveal details about an offer and cannot be shared. |
| 35 | PWS Page 35, Section 8.1.2 | FSRs are considered "Critical Positions". Previous solicitations have not tagged the FSRs as "Critical Positions". Why has the government now determined FSRs to be "Critical Positions"? | The FSR is not a critical position and was removed as a critical position in the PWS, Section 8. Please see Amendment 0001. |
| 36 | Attachment 2 - Historical Information | For the average monthly call volume over the past year, is the number of incoming and outgoing calls spread equally over the week, Monday through Sunday, or on average are there certain days in which the incoming calls and outgoing calls are greater than other days of the week? For example is the call volume greater on Friday, Saturday and Sunday than the other days of the week. If so, please provide that information. | Incoming calls maintain a fairly consistent rate each day, averaging 9 per day. |
Outgoing call volumes are driven by the Current Injury Classification Outreach Requirements (VSI, SI, NSI, IDES phases).
Due to staffing model to accommodate 24/7/365 operations the greatest number of outgoing calls are conducted Tues-Thurs when the greatest number of staff are present. Outgoing calls for 2020 have averaged 166 per day.
Higher outgoing volumes occur when conducting natural disaster outreach.
| 37 | PWS Page 31, Section 6.1.1(a) | The contractor is required to provide single toll-free telephone system. Are contractors reuired to utlize non-VoIP system? VoIP systems have historically been less reliable in maintaining connectivity in a high call volume environment. As a percentage of total calls what volume of calls that are "dropped" will be acceptable? | There is not a requirement for a non-VoIP. VoIP has proven to be successful and continues to be used. No dropped calls are acceptable. This is the purpose of the backup telephony system. |
| 38 | PWS Page 28, Section 4 and PWS Page 29, Section 5.1 | The objective of this Performance Work Statement (PWS) is to provide the supported population - active duty, separated, retired, veteran - of approximately 35,000 WII Marines, Sailors attached to Marine Corps units, and their family members. Section 5.1 presents a table that details the current injury classification outreach requirements. Can all 35,000 be categorized in on of the categories in the table presented in Section 5.1. | All 35,000 WII can be categorized in one of the categories in the table at PWS Section 5.1 with the inclusion of another category: Unknown (Unk) severity. The Unk represent 29.95% of the population. When Unk is included, then all of the cases are represented in one of these categories. This category is currently being updated in order to fit into one of the other categories. |
| 39 | PWS Page 29, Section 5.1 and Attachment 2 - Historical Information | Section 5.1 presents a table that details the current injury classification outreach requirements. On page 2 of the Historical Information includes Contact % by category (VIS, SI, NSI) with one of the categories being Unk 29.95%. Can examples of "unknown" contacts be provided? Does it include those current injury classification of IDES, TDRL/PDRL and Assessments? If not what is the population of IDES and TDRL/PDRL supported and how many assessments done annually? | The "Unk 29.95%" represents the personnel in MCWIITS that do not have a current severity assigned to their case. Examples of this category may be due to not having a PCR at the incident or, the case was created manually and did not require a PCR at the initial incident. This category may include the IDES cases and the TDRL/PDRL personnel. All personnel referred to the IDES are contacted as directed by the PWS 5.1. Every Marine referred to the IDES or placed on the TDRL/PDRL is assessed there are average of 30 a week placed in the IDES and 10 to 20 on the TDRL/PDRL . |
| 40 | PWS Page 32, Section 6.4.3 | The Contractor will provide equipment, furniture, materials, supplies, and other effects as required for all FSRs in the performance of this effort. Will the FSR work primarily at Military Treatment Facilities, government provided spaces or remotely? | The FSRs will work remotely from one of the locations listed at PWS Section 6.4.1. |
| 41 | PWS Page 30, Section 5.3 and PWS Page 32, Section 6.1.2 | Reference is made to various platforms/databases and social media platforms. Who owns these platforms? If the incumbent contractor, how will the awardee obtain them? | The government owns accounts for the social media platforms. The WWR COMMSTRAT Officer will provide access. |
| 42 | PWS Page 41, Section 14 | During the COVID Pandemic, have any personnel working at Quantico, Camp Lejeune and/or Camp Pendleton being working remotely. If so, is this still going on and how long will the government allow this to continue? Will the government placed any restrictions on the awardee on working remotely? | Under the current contract, some staff are working remotely to ensure proper social distancing efforts. This is not considered the normal, telework is only an option during the current COVID-19 pandemic. Upon DoD Approval to return all personnel to the workplace, contractor personnel will be required to work from the locations in the PWS, Section 14 and telework will not be an option without approval from the COR or Contracting Officer. |
| 43 | PWS Page 31, Section 6.1 | Previous requirements of the WWCC included a Mobile Application. Has the Mobile Application been eliminated? | The mobile application requirement has been removed from the solicitation's PWS requirements. |
| 44 | PWS Page 28, Section 4 | The PWS states in numerous places the population supported by the WWCC operation is approximately 35,000. It further states that the supported population is subject to change. Please provide the minimum and maximum populations supported since the inception of the WWCC and how the Regional Contracting Office handled the FFP adjustmets for contractor staffing changes to accomodate these fluctuations. | The WII population has been consistent for the last several years, and population changes are not anticipated due to the ebb and flow of active supported cases. Some of the previous iterations of the contract did not allow for cases to be suspended or moved to an inactive status; therefore the Regional Contracting Office did not execute modifications for Fops adjustments. |
| 45 | PWS Page 29, Section 5.2.1 and Attachment 2 - Historical Information | WWCC CCRs will typically work in shfits supporting 24-hour operations with manning dictated by anticipate incoming call volume and availability of target pouplation for outreach. The Historical Date provided stipulates peak call per time of day, but does not provide metrics on call volume throughout the day. Please provide average call volume by hour for each day. | The call volume throughout the day is not tracked on an hourly basis. The contractor is only required to track the daily totals - not maintain an hourly call log. |
| 46 | PWS Page 31, Section 6.1.1 | The Contractor will provide a fully operations Call Center located within a 10 mile radius of MCB Quantic's Main Gate 1….. Does the incumbent contractor have a fully operational call center that meets this requirement? Is the 30 day transition period include standing up a fully operational call center? Was the incumbent contractor able to meet this requirement? | Yes, the incumbent contractor does have a fully operational call center, and it was built from scratch meeting the PWS requirements within a 15-day transition period. Yes, the 30-day transition period does include standing up a fully operational call center, as further clarified by the revision in FAR 52.212-1 Addendum, Section IV, Factor 1. The incumbent contractor was fully operational with a 15-day transition period, while the previous contractors, were fully operational in the required 30 day transition period. As addressed above in question 5, the call center's location and the 30-day transition period did not prevent competition. (Please note Amendment 0001 which modified the call center's location requirement.) all were able to go from nothing to fully operational. |
| 47 | PWS Page 29, Section 5.2.1 | CCRs answer all incoming calls… Is there a requirement to follow-up to initial incoming calls. If so, how soon are CCRs required to follow-up and are these calls part of the outgoing call metrics provided with Attachment 2 - Historical Information? | Not all calls require a follow-up. Follow-up calls are on a case by case basis and are dependent on the CCR being able to address all concerns, provide requested information, or answer all questions during the initial phone call. If the CCR cannot initially fulfill the aforementioned, then a follow-up phone call is required and is documented in MCWITTS. Follow-up calls are counted in the outgoing call matrix. The government anticipates vendors will define any follow-up processes and procedures and address this in their SOP. |
| 48 | PWS 33, Section 6.4.1 | Reference is made to WII population fluctuations and the possiblity of adding FSRs to the contract. Who will make the decision to add FSRs and what criteria will be used to make this decision? | The government will make the decision to add FSRs based on case ratio and input from the contractor. |
| 49 | PWS 37, Section 9.2 | Does the government have a current Transition-Out plan from the incumbent contractor? | The government does not have a current Transition-Out plan from the incumbent since this plan is not required until 90 days prior to the end of the contract. |
| 50 | PWS Page 28, Section 4 | Reference is made in this section and throughout the PWS of supporting 35,000 WII Marines, Sailors attached to Marine Corps units, and their family members. Is the supported population of 35,000 a cumulative number of Marines, Naval personnel and family members or does the number represent 35,000 Marines? | The number represents a cumulative number of Marines (to include family members) and Sailors attached to or in support of Marine Corps units. |
| 51 | PWS 17, pg43,17.3 | Paragraph states the government will provide telephones, internet, computers, and computer peripheral and connectivity. As evidenced by the current pandemic, restricted access to government facilities and infrastructure resulting in government directed telework, will the government provide computers capable of remote work and cell phones? If not, will the government reimburse costs associated with use of contractor provided telephones? | The government will provide phones and remote capable computers to the Camp Lejeune and Camp Pendleton locations; therefore the contractor will not be reimbursed for costs associated with contractor provided telephones for these locations. The government will not provide phones or remote capability to the contractor's Quantico call center facility. |
| 52 | PWS IV, pg85,Factor 2 | Is a resume and letter of intent required for all 6 critical positions listed in PWS Section 8.1 (Program Manager and 5 Field Service Representatives)? | The resume and letter of intent are only applicable to the PM. |
| 53 | PWS Section 6.1, Task 1, Subsection 6.1.2, Social Media (SM) Requirements Page 32, Paragraph 1 | In addition to monitoring interactions with the accounts, and responding to requests for assistance in a timely manner, the attached table indicates that there will be 20 required content posts per week across Facebook and Twitter, with additional posts as required to Flicker and YouTube. Will the contractor be responsible for creating all content and are there guidelines for content creation? | The contractor will be responsible for creating the content in coordination with the COR and the WWR COMSTRAT Officer for all social media posts. Guidelines will be provided by the government after award. |
| 54 | PWS Section 6.1, Task 1, Subsection 6.1.2, Social Media (SM) Requirements Page 32, Paragraph 1 | In addition to monitoring interactions with the accounts, and responding to requests for assistance in a timely manner, the attached table indicates that there will be 20 required content posts per week across Facebook and Twitter, with additional posts as required to Flicker and YouTube. Approximately how frequently will content be required for Flicker and YouTube (weekly, monthly, quarterly, etc)? Will the contractor be responsible for creating this content? | Flicker and YouTube social media monitoring have been removed from the PWS. Please see PWS Section 6.1.2. |
| 55 | RFP page 32, PWS 6.1.2, Social Media Requirement | PWS 6.1.2 defines 24x7x365 monitoring of, response to requests for assistance on apps/social media sites, and content posts to social media sites. |
a. Is Flickr still used under this contract?
b. Who is responsible for the posted content required 2x daily, M-F for FB and Twitter and as required to Flickr/YouTube? The contractor or the government?
| Flicker and YouTube are removed from the requirement as noted above in question 54. The posted content is created by contractor and approved by the government for FB and Twitter. | ||
| 56 | RFP, Historical Information – Attachment 2 | Average monthly call volume and peak call volume per day are both provided in the historical information. |
a. Does these call volumes include just calls for the WWCC in Quantico? Or, do they include call volumes for WWCC/Quantico, Camp Lejeune, and Camp Pendleton?
b. If they do not include satellite site volumes (Lejeune and Pendleton), can the government provide volumes for those locations?
c. If they do include satellite site volumes (Lejeune and Pendleton), can the government provide the breakdown by geographic location so that a contractor may propose correct staffing by location as required by the RFP?
Historical average monthly call volumes included all locations. Average monthly call volume by location for CY 2020 thru end of Sept.
WWCC: Incoming: 279 Outgoing: 5062 WWBn-W: Incoming: 10 Outgoing: 116 WWBn-E: Incoming: 7 Outgoing: 111
| Pricing Questions | |||
| 57 | RFP page 3, Schedule B, CLIN 0001 - Quantico Call Center Support | PWS 6.1 requires contractors to have IS(s)/networks/call management system, phone system, equpiment, facility, etc. available within a 30 days transition period. Contractors are required to stand-up a full contractor facility within 10 miles of Quantico gates. This requirement is extremely restrictive for contractors that do not already have a facility up and running with government system connectivity established (such as, other than the incumbent contractor). As this a small business NAICS code, will the government be adding a separate transition CLIN for initial facility/equipment/supplies costs so that small business contractors may be evaluated fairly against incumbent contractor that would not have these upfront costs, and so that contractors can recoup that initial cost within the transition period? | The government does not plan to add a separate transition CLIN. As answers to questions 5 and 47 indicate, the incumbent contractor and previous contractors met the requirement within a 30-day or less transition period. The WWR call center requirement has historically been awardedas a 100% small business set-aside. |
| 58 | RFP page 86, Factor 5, paragrph 5 AND page 85, Fact 3 Management | Paragraph 5 states, "this contract may be incrementally funded. The offeror is forewarned that partial funding may be used to execute this contract and when applicable, the incorporation of clause 252.232-7007 Limitation on Government's Obligation will be utilized." Additionally, Factor 3 Management states, "Transition in shall not be separately priced." As this is a SDVOSB set aside with NAICS at $12M size standard, he requirement to not proivde a CLIN for the transition in period puts undue financial burden on to partial funding, especially if funding is terminated early in the base year and the business is unable to recoup the transition costs. Will the government consider adding a CLIN for the transtion in period? | Please see the response above in question 57. |
| 59 | Instructions to Offerors Page 85, Volume II Technical Proposal | Transition in shall not be separately priced, the cost attributed to transitioning in shall be included in the fixed price. What CLIN should Offerors include transition in price/cost? | Offerors should include transition-in price/cost to a CLIN(s) of their choice. |
| Solicitation Questions | |||
| 60 | Section 52.212 Paragrah 2 page 83 | Is there a recipient code needed for uploading the proposal on the SAFE website? | Please see the revisions in FAR 52.212-1, Instructions that clarifies the process to utilize DoD SAFE. |
| 61 | RFP page 84, PWS IV Proposal Content | Requirement states, "All terminology must comply with Marine Corps Order (MCO) 3040.4 and MCO 6320.2, and Wounded Warrior Regiment Order 3000.1, 3000.2B, and 6300.1." Would the government please provide information on these specific Orders? | Although the orders can be located on the internet with a normal search, MCO 6320.2, and WWROs 3000.1, 3000.2, and 6300.1 are included as attachments with Amendment 0002. |
| 62 | RFP page 85, Factor 1 Geographic Requirement | This section requires offerors to submit sufficient evidence to inlcude address, land lines/ phone service records, leasing agreements, or letter of intent. If an contractor is planning on standing up a location upon award, and therfore, submitting a letter of intent from a leasing agreement, are land lines/phone service records required as part of the submission? Or, will a signed leasing agreement suffice to fulfill this requirement? | If an Offeror submits a letter of intent from a leasing agreement, land lines/phone service records are not required. A signed leasing agreement is sufficient. |
| 63 | RFP page 85, Factor 2 Staffing | This section requires offerors to submit resumes for all critical positions to include PM and FSRs. As incumbment personnel may become available to offerors after award, will the government consider changing this requirement to provide 1 or 2 representative resumes for the FSR critical positions, as this requirement provides undue advantage to the incumbent contractor? | The FSR is no longer considered a critical position. |
| 64 | Sol. # M0026421R0003, Sec 10. Secty Reqmt, Page 38 | Is the T3 applicable to the entity (contracting company) or just the Contractors working on the project? | The T-3 is the level of background investigation required of individuals. The requirement for this level of investigation is due to the fact that the IT System required to perform duties (MCWIITS) is designated as an IT Level II System. |
| 65 | Contract Terms and Clauses, Page 75, FAR Clauses 52.222-41 and 52.222-43 | FSRs perform many of the same tasks as Wounded Warrior Regiment (WWR) Recovery Care Coordinators (RCCs). For the WWR RCC contract Wage Determination (WD) 2014-0042 for Advocates has been incorporated into the WWR RCC contract since RCCs are performing the same scope of work Advocates and are subject to Service Contract Labor Standards; WD 2014-0042 is not available on the beta.SAM Website. If WD 2014-0042 is not incorporated into this solicitation and subsequent contract, DOL can consider the awardee to non-compliant with the Service Contract Labor Standards? Please incorporate FAR Clauses 52.222-41 and 52.222-43, and WD 2014-0042 into the soliciation. | The FSR performs tasks more closely aligned with the District Injured Support Coordination(DISC) Program rather than the RCC Program. The DISC program are mobilized Reserve Marines who are geographically located based upon the needs of the government. |
This requirement utilizes precedence set by the Contracting Officer for the current Call Center contract in that the personnel to be employed under this contract do not qualify as "service employee" as defined in 41 USC chapter 6701.
| 66 | PWS Page 28, Section 1 | The contract is a follow-on for the RCP's Sergeant Merlin Geman, Wounded Warrior Call Center. Please provide the incumbent contract number. | The current contract is M000264-18-C-0013. |
| 67 | Instructions to Offerors Page 85, Volume II Technical Proposal | Factor 3, Management, limits the page count to 50. Will the government exclude the SOPs from 50 page limit since SOPs for complex operations can be very lengthy? | No, the page limit for Factor 3, Management will remain at 50 pages for the Draft SOP. |
| 68 | Instructions to Offerors Page 85, Volume II Technical Proposal | Resumes that exceed minimum will therefore become the new minimum qualification for future replacements. Please confirm that any person filling a critical position with qualifications that exceed the minimum qualifications that leaves the contract must be filled with a person with qualifications that exceeds the minimum qualifications. If so, please confirm that this requirement applies to FSRs and that mimimum qualifications can fluctuate upwards for all FSR positions. | A person filling a critical position with qualifications that exceed the minimum qualifications must be filled by a person at least equal to the qualifications of the person leaving. This requirement does not apply to FSRs since FSRs are not considered a critical position. In addition, please see PWS Section 20. |
| Miscellaneous Questions | |||
| 69 | RFP page 83 - proposal electronic submission requirement | Does the DoD SAFE portal have a limit on file size it is able to accept in a upload? If so, what is the maximum file size allowed? | According to the DoD SAFE website, at safe.apps.mil, the service allows files up to 8.0 GB. |
| 70 | RFP | Are any of the positions listed in the historical workload/PWS considered wage determination and governed by SCLS standards? If so, which positions (e.g., CCR, NMCM, etc.)? And, if position is SCLS, will the government provide wage determinations? | SCLS is not applicable to the PWS positions. This requirement utilizes precedence set by the Contracting Officer for the current Call Center contract in that the personnel to be employed under this contract do not qualify as "service employee" as defined in 41 USC chapter 6701. |
| 71 | Section L(II), page 83 of 90, final paragraph | Volume IV files are requested to be in Excel format. Are we to provide the Written Narrative and completed CLIN schedule within the provided Pricing File (Attachment 5)? Or can we develop a Volume IV in word/adobe and provide the pricing file (Attachment 5) separately? | The written Volume IV- Pricing narrative may be submitted in a separate Word or Adobe format (pages count towards the page limitation). The required Volume IV- Pricing CLIN schedule is submitted by completing the SF 1449 Continuation Sheet (pages are not counted towards the page limitation). |
| 72 | Section L(III), page 83 of 90, Proposal Format Bulleted List | If Cover pages are included in the page count, does the government require the page number to be included on these? | All pages of the Offeror's proposal requires a page number as noted in FAR 52.212-1- Addendum III; Proposal Format. |
| 73 | Section L(III), page 83 of 90, Proposal Format Bulleted List | Will the page limits for the individual Factors be measured independently? Which Factor will the administrative pages (Cover Page, TOC, appendices, Letter of Intent, Resumes, etc) be counted against? | FAR 52.212-1 Addendum states the page limit for each Volume and factor, as applicable. Administrative pages for the Volumes and factors are included within the page limitations of that Volume and/or factor. |
| 74 | Section L(III), page 83 of 90, Proposal Format Bulleted List | Request that Letters of Intent and Resumes be excluded from page count. Resumes and letters of intent for 6 people will take up, at minimum, 12 pages, leaving just 8 pages, at most, for Factors 1 and 2 | The page limitation for Volume II- Technical Proposal has increased from 20 pages to 23 pages for Factors 1 and 2 to account for a resume and letters of intent. Additionally, more pages are now available since there are fewer resumes and letters of intent required because the FSR is no longer considered a critical position, as noted in Question 63. Please see FAR 52.212-1 Addendum. |
File details come from the government source that posted it. Updated .