D.1 Draft RFP Q&A.xlsx
XLSX spreadsheet 28 KB Posted
- Attached to
- Wounded Warrior Outreach and Resource Support Services-Request for Proposal Federal contract opportunity
- Solicitation number
- M0026426R0001
- Issued by
- United States Marine Corps
About this file
This document is a Draft RFP Questions and Answers (Q&A) spreadsheet for the Wounded Warrior Outreach and Resource Support Services solicitation (M00264-26-R-0001) issued by the United States Marine Corps. The Q&A covers technical, pricing, and solicitation-related questions across 30 distinct inquiries, addressing critical aspects of the contract such as standard operating procedures, staffing requirements, call center operations, and performance expectations. Key details include: the contract involves managing a Wounded Warrior Call Center (WWCC) with contact centers at Quantico, Camp Lejeune, and Camp Pendleton, requiring services like customer care representatives, non-medical case managers, and field service representatives.
Specific operational insights reveal the current contract uses a PBX telephony system, C3X CRM system, and requires social media monitoring of Facebook and Instagram during working hours. The government will provide initial training, access to Marine Corps systems, and government-furnished equipment at installations. The solicitation emphasizes a performance-based approach, giving offerors flexibility in staffing ratios and implementation strategies. The previous contract number was M0026421C0007, and the draft RFP indicates a 25-page technical volume limit, with specific requirements for past performance documentation and background investigation provisions limited to 10 investigations over the contract's lifecycle.
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Text version
Q&A
| RFP Attachment 1 | OFFEROR: [Insert Name] | ||
| Sergeant Merlin German Wounded Warrior Outreach and Resource Support Services | |||
| M00264-26-R-0001 Question & Answer Document | |||
| Contractor: 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 | 4.2, pg 95, 4.2.2 "Management Plan". | Background: The draft solicitation and PWS state: Par 4.2, pg 95, 4.2.2 Management Plan: “A detailed description of the proposed Standard Operating Procedures addressing (at a minimum), the required content listed in the Delivery Schedule table at PWS Section 7." |
Par 4.2. pg 95 "Volume II Technical: Factor 1: "page limitation: 25 total pages. ALL pages count, with exception of RFP Attachment 2. All material beyond page 25 will neither be read nor evaluated. RFP Attachment 2 shall remain as an Excel document and submitted as an attachment.)”
The previous two solicitations stated the SOP requirement as follows:
2018 “Standard Operating Procedures (SOP) that details how the contractor will operate their responsibilities in the day-to-day operation of this program.
2020 “The Offeror must submit a Standard Operating Procedure (SOP) as required in the PWS in Draft form. The Offeror’s Draft SOP must detail how it will operate their responsibilities in the day-to-day operation for successful execution of the PWS requirements. Details should include its management approach and processes, and quality measures.”
Technical volume page limits for the past two solicitations were longer, which facilitated offeror submissions of detailed SOPs 2018: 50 pages. 2020: 70 pages
Question/Recommendation: We recommend amending 4.2.2 of the Management Plan to state: "The Offeror must submit a Standard Operating Procedure (SOP). At a minimum, it must contain the required content in the Delivery Schedule table at PWS Section 7. The SOP must detail how the offeror will operate its responsibilities in the day-to-day operation for the successful execution of the PWS requirements. It should provide insight into the offeror's understanding of Wounded Warrior Regiment (WWR) and Wounded Warrior Call Center (WWCC) operations. To accommodate a draft SOP with sufficient detail to demonstrate the offeror’s management approach and understanding of WWR and WWCC operations, we recommend increasing the technical volume page count to 60 pages or directing that the draft SOP be submitted as an attachment.
| The Government will consider increasing the page limit and revising the Technical Volume instructions. | ||
| 2 | 4.2, pg 95, 4.2.3 "Staffing Matrix". | |
| 4.4, pg 97, 4.4.1 "Price Submission" | Background: for the past 2 RFPs the government provided that SCA was not applicable to this work, please see the following for additional information: |
1. During the 2018, solicitation, during Q&A the government provided, "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. See amendment 3 dated 17 July 2018, question 11 on page 19 of 65.
2. During the 2020, solicitation, during the Q&A the government answered the following 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?" The government's response was, "The SCA does not apply to this requirement." See attachment Q & A spreadsheet from 2020, question 70.
The draft solicitation requires the offeror’s to complete a staffing matrix to “… identify and map its company position name to the occupation code and position description per the Department of Labor (DoL) Occupational Outlook Handbook (https://www.bls.gov/ooh/) for each of the positions proposed for this effort.
Request: The government remove SCA mandate and align this RFP with the prior 2 solicitations for the same requirements. In addition, remove the mapping of company position names to DoL Handbook from both the staffing matrix RFP Attachment 3 and the price workbook RFP Attachment 4. Given this is a Firm Fixed Price contract, the government does not require DoL mapping, the prescribed labor categories are sufficient.
| It is likely a Wage Determination will accompany the solicitation, therefore, the instructions at FAR 52.212-1 Addendum will remain. | |||
| 3 | PWS Section 10 pg. 42 | Is a T3, or Secret Clearance, required for all positions, to include CCR's? | Please see PWS 10 for this information. |
| 4 | PWS Section 6.2.1, pg. 35 | Will the incumbent's Call Center/Contact Center phone numbers transfer to the awardee? | Yes, the number will need to be ported. Revisions are likely to PWS 6.2 |
| 5 | PWS Section 6.2.1, pg. 35 | What telephony system (e.g., ACD, IVR, VOIP) is being used currently? | The current telephony system is PBX |
| 6 | PWS Section 6.2.2, pg. 35 | Will the Government provide a historical level of effort on the Social Media (SM) engagement? | Historically, SM engagement is: 21 direct message engagements and 69,000 monitored posts. The requirement has changed from previous iterations; the current requirement will monitor Facebook and Instagram during working hours in accordance with PWS 6.2. There is no requirement to generate or make posts. |
| 7 | PWS Section 6.1.1, pg. 34 | Will the Government provide initial and/or ongoing training and training materials for the required positions? | Yes, the Government will provide initial and ongoing training with materials for the required positions. |
| 8 | PWS Section 6.1.1, pg. 34 | How frequently will Government training classes be scheduled? | Training classes will be scheduled as often as necessary or at the request of the contractor. |
| 9 | PWS Section 5.2, pp. 32-33, Section 6.3, p36 | Can the government confirm which proposed positions (e.g., CCRs, NMCM’s, FSR’s, Site Leads, Support Staff) are considered SCA-covered positions? | The Government will not dictate or recommend SCA applicable positions. All staffing considerations are at the discretion of the offeror based on its solution to successfully meet PWS tasks. |
| 10 | PWS Sections 6.3-6.4, pp. 36-37 | Are CCR's required to be physically present at the Contact Centers? | Please see PWS 14 for place of performance and telework information. |
| 11 | PWS Section 6.3, pg. 36 | What is the desired ratio of CCR's to supervisors and/or site leads and NMCM's to site Leads? | The Government will not dictate or recommend ratios of contractor personnel. The requirement is performance-based therefore staffing ratios are at the discretion of the offeror based on its solution to successfully meet PWS task. |
| 12 | PWS Section 17.4, pg. 48 | Will the Government identify all major GFE software applications by name and function that will be provided to support the Call Center, Contact Centers, and Field Service Operations? | Marine Corps Wounded Ill and Injured Tracking System access, Marine Corps Enterprise Network access, and SharePoint access. |
| 13 | PWS Section 6, pp. 34-35 | What CRM system is being used currently? | The current CRM system is C3X |
| 14 | PWS Section 6, pp. 34-35 | What Knowledge Management system is being used currently? | The Knowledge Management system is Business Process Model and Notation (BPMN) posted on M365. |
| 15 | PWS Section 6, pp. 34-35 | What Workforce Management (WFM) software is being used currently? | None |
| 16 | PWS Section 5.1, pp. 31-32 | Will the government provide a level of effort on the monthly volume of incoming calls, outgoing calls, texts and emails as a means of estimating appropriate staffing? | The Government will not provide a level of effort, however various historical information will be provided for informational purposes only. |
| 17 | PWS Section 5.1, pp. 31-32 | What is the average handle time for individual incoming calls and outgoing calls managed by CCRs? | The average handling time for the Call Center: Outgoing 2.34 min; Incoming 7 min.; for Camp Lejeune: Outgoing 28 min; Incoming 36 min.; for Camp Pendleton: Outgoing 30 min; Incoming 39 min. |
| 18 | PWS Section 5.2.2, pg. 32 | What is the average number of monthly outreach calls by Non-Medical Case Managers (NMCM)? | The average number of monthly outreach calls by NMCMs: Call Center: 192; for each contact center: 70. |
| 19 | PWS Section 5.2.2, pg. 32 | What is the average handle time for NMCM outreach calls? | The average handle time for NMCM outreach calls is: Call Center: 2.34 min.; for each contact center: 30 min. |
| 20 | PWS Section 6.2.1, pg. 35 | In addition to the call center capabilities noted in Section 6.2.1, would the Government prefer a cloud-based call center as a Service that is FedRAMP-certified? | The Government will not state a preference. The requirement is performance-based therefore additional call center capabilities are at the discretion of the offeror based on its solution to successfully meet PWS tasks. |
| 21 | PWS Section 6.4.2, pg. 37 | Does the government require an automated answering service during non-operational hours when calls may be placed to the WWCC? | Please reference PWS 6.2.1 for call center requirements. |
| 22 | PWS Section 6.3 pg. 36 | What is the current contractor level of effort at each contact center and what roles are represented? | The current contractor level of effort is proprietary. The Government will not share this information nor recommend a level of effort. The requirement is performance-based, therefore the level of effort is at the discretion of the offeror based on its solution to successfully meet PWS tasks. |
| 23 | PWS Section 9 pg. 41 | Can the Government provide its rationale for describing the 30 day transition as something that "may be required"? | In this context "may" is used in the event the incoming contractor is the same as the incumbent contractor. In these cases, a 30-day transition in coordination with the Government and the incumbent contractor would not be necessary. |
| 24 | PWS Section 10 pg. 42 | Can the Government provide insight into why only 10 background investigations will be initiated over the life of the contract? | Background investigations are limited to 10 over the life of the contract due to the high cost and lengthy adjudication process. The intent is that proposed contractor personnel have the completed background investigations. |
| 25 | PWS Section 17.1 pg. 47 | Where does the Government intend for the 17 workstations to be used? | The workstations will be utilized at the contact centers and as necessary based on program management discretion. |
| 26 | PWS Section 6.2.4 pg. 36 | What is the contracted level of effort, including the rotational position(s) required at the WWOC on a daily basis? | The current contractor level of effort is proprietary. The Government will not share this information nor recommend a level of effort. The requirement is performance-based, therefore the level of effort is at the discretion of the offeror based on its solution to successfully meet PWS tasks. It is anticipated one NMCM at a time will rotate at the WWOC, but per PWS 6.2.4, rotations are determined jointly by the contractor and the COR. |
| 27 | PWS Section 5.4 pg. 33 | Can the Government please identify the elements of the call logs that need to meet the 98% accuracy requirement? | All elements must be 98% minimum at all times, some element examples are out going, incoming, total number # rings to answer, time of call, by NMCM and CCR |
| 28 | PWS 6.2 pg. 35, 17.2 and 17.3 pg. 48 | Is it accurate that the Government will provide GFE for those positions at Quantico, Lejeune, and Pendleton while the Contractor is responsible for providing all equipment for remote call center personnel and FSRs? | Government furnished equipment will be provided at Government installations identified at PWS 14. Please reference PWS 6.2, 6.5.3, 17.2, and 17.3. |
| 29 | PWS 6.2.1 pg. 35 | Is it expected that the call management software will run on contractor servers or government servers? | Call Management software will run on contractor servers. |
| 30 | PWS 6.2.1 pg. 35 | Are there specific performance specifications for the call management system? | No, there are no specific performance specifications as long as the call management system it enables the contractor to meet the 98% accuracy rate. |
| Pricing Questions | |||
| 1 | PWS 6.2 Task 2, p35 | Historically, has Overtime been authorized and/or required for non-exempt contractor employees? | Answering this question based on historical information is not relevant. Interested parties are reminded each solicitation and resultant contract's terms and conditions stand on their own. |
| Solicitation Questions | |||
| 1 | 4.3, pg 96, 4.3.1 "Past performance submission" | Background: All offerors must provide a PDF version of each referenced past performance effort that includes: 1) the signed cover page of the referenced contract award, 2) the referenced contract’s priced line items (and sub-line items if any) and 3) the referenced contract’s Performance Work Statement/Statement of Work/Statement of Objectives, as applicable. This information is not included in the page limitations. |
Request: Can you please confirm our understanding of your request:
1. Contractor must submit SF1449 showing signatures on contract award?
2. Contractor must provide pricing CLINs per the approved contract award?
3. Contractor must provide a complete copy of the Performance Work Statement/Statement of Work/Statement of Objectives from the approved contract award?
4. If this content is required, how do you want it submitted?
The answers to the questions are:
1. Correct, the Offeror shall provide a signed copy of SF1449 (or other) awarding document.
2. Correct, the Offeror shall provide the referenced contract's CLIN/SLIN level pricing.
3. Correct, the Offeror shall provide a copy of the Performance Work Statement/Statement of Work/Statement of Objectives from the referenced contract.
4. The referenced content shall be provided via Portable Document Format (PDF) Microsoft Office 2016 compatible files.
| Miscellaneous Questions | ||
| 1 | What is the previous contract number? | M0026421C0007 |
File details come from the government source that posted it. Updated .