E.1 Questions with Answers.pdf

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, consise 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

PWS Section 6.2 Task 2, pg.

33 Does the Contractor's call center solution need to be FedRAMP certified or attain an ATO? If the intention is to use the solution on MCEN, using GFP, yes.

PWS Section 8 Staffing, pg. 37

- 39 Will the Government please confirm the number of current FSR staff? This information is proprietary and will not be shared.

PWS Section 6.3 Task 3, pg.

Will the Government please confirm the number of incumbent personnel currently working at Camp Lejeune? This information is proprietary and will not be shared.

PWS Section 6.4 Task 4, pg.

34 - 35

Will the Government please confirm the number of incumbent personnel currently working at Camp Pendleton? This information is proprietary and will not be shared.

PWS Section 6.2 Task 2, pg.

33, paragraph 1 & D.1 RFP

Attachment 6

How many current staff members make up the physical and virtual Call Center? Are these positions considered WWCC Organization Quantico Support within the solicitation? Current call center staff information is proprietary. The second question is unclear.

PWS Section 6.2 Task 2, pg.

33, first paragraph

Per 6.2, Task 2, on page 33 of the solicitation: Will the Government allow an exception to any STIG not implemented if the Contractor adheres to a documented mitigation or DISA/Government-approved best practice? Exceptions must be submitted and approved by the appropriate authorizing official.

RFP PWS 6.3.1, pg. 34 & PWS 14, pg. 44

Must the MCB Camp Lejeune Contact Center be manned on federal holidays? As identified at PWS 14, (only) Call Center staff hours of operation include all holidays.

RFP PWS 6.4.1, pg. 34& PWS 14, pg. 44 Must the MCB Camp Pandleton Contact Center be manned on federal holidays? As identified at PWS 14, (only) Call Center staff hours of operation include all holidays.

RFP PWS 10 - Security Requirements,pg 40

The PWS states that up to ten (10) background investigations will be initiated over the life of the contract. Given that the level of effort reflects approximately thirty-five (35) contractor personnel, can the Government clarify whether the limit of ten investigations represents the total number authorized at any one time, a cumulative ceiling over the contract term, or an oversight?

As identified at PWS 10, the Government will initiate up to ten (10) background investigations over the life of the contract. This can be 10 at any one time or be 10 cumulative during the contract's performance period as long as the investigations do not exceed 10 total.

RFP PWS 11.2, pg 41 & PWS 17.2, pg. 45

This section defines requirements for working on a government site to include Quantico, VA.

What FTEs will be required to work at Quantico, VA?

PWS 11.2 is included as a measure if and when the need arises for contractors to enter Marine Corps Base Quantico in support of the requirement. PWS 17.2 is included as an example of government provided resources for contractor support at the Wounded Warrior Operations Center (WWOC). As identified at PWS 6.2.4, Call Center Support NMCMs will be positioned at the WWOC on a rotational basis.

PWS 14, RFP pg.44

Place of Peformance. In the table it allows WWCC Contractor facility to be physical or virtual. However, below the table it states, "contractor personnel at the contact centers are authorized to telework in the local area of the locations above for up to 50% of their work hours." Please calrify if a contractor can have contact center personnel at the WWCC in virtual/telework status for 100% of personnel work hours?

The PWS clearly identifies call center support from that of contact center support via distinguishable tasks and locations. Per PWS 14, only contact center staff are authorized to telework in the local area of the task's location for up to 50% of their work hours.

PWS 5.1

How are text messages currently received?

Text messages are currently received on the contractor's telephony system and Facebook/Instagram.

PWS 5.1

How are email messages currently received? Email messages are currently received at the contractor's email address

Attachment 6

Please provide historical data on Social Media contacts/requests?

Historical data for Social Media contacts/requests is: 21 direct message engagements and 69,000 monitored posts (13 month period 1 May 2024 to 31 May 2025)

PWS 6.2 How are MCWIITS and the WWR SharePoint accessed remotely (not from government facility)? The Marine Corps' VPN allows MCWIITS and WWR SharePoint to be accessed remotely.

PWS 6.2.1

Who is responsible for the Toll Free Number (Contractor or Government)? The toll free number is Government owned.

PWS 6.3 Will the governemnt allow call overflow to be routed between the satellite contact centers and the WWCC during all hours of operation?

PWS 6.2.1(a) addresses non-operational hours. The COR will consider requests during operational hours on a case-by-case basis.

Attachment 6 Attachment 6 references 24/7/365 operation of WWCC (Quantico). Does the government want to continue 24/7/365 service under this new contract? Or, are operating hours for the WWCC between 0800-2000 M-F including holidays? And, no weekend hours? Please clarify.

Attachment 6 is historical data only and may not be indicative of the current requirement.

PWS 6.2 and PWS 14 clearly identify WWCC hours of operation.

PWS 17.2 PWS 17.2 states that the government will provide 17 computers (workstations) for staff at WWOC located at MCB Quantico. Is the contractor required to have its WWCC staff located at Quantico?

PWS 17.2 does not state 17 computers will be provided specifically for staff at the WWOC.

The Government does not require the contractor to have its WWCC staff located at Quantico. Please reference, however, PWS 6.2.4 for Wounded Warrior Operations Center (located at Marine Corps Base Quantico) requirements.

PWS 17.2

PWS 17.2 states that the government will provide 17 computers (workstations) for staff at WWOC located at MCB Quantico. Are the government provided 17 workstations meant for the WWCC staff or for the onsite satellite locations (Lejeune and Pendleton) and the FSR staff? Please clarify.

PWS 17.2 does not state 17 computers will be provided specifically for staff at the WWOC. Per PWS 17.2 and 17.3, the Government will furnish workstations and other resources only at Government sites. Equipment at the WWCC and for FSRs is a contractor responsibility as stated at PWS 6.2 and 6.5.3

PWS 17.1, Page 45

The PWS indicates that the Government will provide seventeen (17) computers to support contract operations. Given that the level of effort reflects approximately thirty-five (35) personnel across the WWCC, Contact Centers, and Field Service locations, can the Government clarify the basis for furnishing only 17 computers? Woudl the government consider furnishing all the required computers for all proposed contractor staff?

The basis for furnishing the 17 laptops are for contractor use at the contact centers and for use while positioned at the Wounded Warrior Regiment Operations Center.

PWS 6.5.1, Page 35 Are the five Field Service Representative (FSR) locations fixed for the duration of the contract, or can the Government modify them based on emerging needs?

As noted at PWS 6.5.1, the WII population and other fluctuations may warrant a change to an FSR location or require additional FSR locations.

PWS 5.2.2, Page 30 Can the Government confirm whether the 40-case load per Non-Medical Case Manager is a maximum threshold, or a target average? The 40-case load per NMCM is a target average.

PWS 5.2.2, Page 30 Are the 120-day Post EAS cases included in the average 40 cases annually? If not, how many additional Post EAS cases are supported by each NMCM annually?

120-Post EAS is included in the "NMCMs average 40 cases each on a continuous basis."

(PWS 5.2.2)

6.2.2.

Can the government provide the volume of text messages, social media support and e-mail communication, and overall volume of responses to comments and inquiries that the Wounded Warrior Call Center responded to in the period May 1 2024 - May 31 2025? Can you confirm that the 21 direct message engagements and 69,000 monitored posts mentioned in Q&A number 6 pertains to this same 13-month period?

The text volume was 10,000 texts sent and 5,500 received. The Social Media volume was 69,243 comments reviewed, 21 of which necessitated actionable case work, and 276 questions were answered. The Government confirms 21 direct message engagements and 69,000 monitored posts mentioned in (Draft RFP) Q&A number 6 pertains to the same 13-month period.

6.3.3.

The RFP reads: 6.3.3 The contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to individuals participating in the Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included. However, the RFP does not have a paragraph numbered 5.1.2. Can the government clarify where these duties and responsibilities are stated? PWS 6.3.3 contains a typo. Please see the revised PWS at 6.3.3

6.4.3.

The RFP Reads: 6.4.3 The contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to those participating in the Disability Evaluation System (DES). Other duties and responsibilities as stated in 5.1.2 are included. However, the RFP does not have a paragraph numbered 5.1.2. Can the government clarify where these duties and responsibilities are stated? PWS 6.4.3 contains a typo. Please see the revised PWS at 6.4.3

6.2.

The RFP reads: 6.2. Call Center Support: The contractor will provide a fully operational Call Center (physical or virtual) operated and manned 0800 – 2000 Monday through Friday. Can the government confirm that if an offeror proposes a Virtual Call Center the offeror would not be required to maintain a physical space to operate the call center? If that is not the case, can the government confirm what the government means by a "virtual call center"?

The Government does not require both a virtual and physical call center. It is the offeror's discretion to propose a call center of a type that meets all 6.2 requirements.

6.1.1.

Can the government clarify if program management responsibilities entail coordination with other service providers? If this is the case, can the government provide a list of entities (government entities or contractors)?

We cannot provide an all-inclusive list, however, some examples include HQMC for security investigations, Base G-6, MarineNet, and other WWR contractors.

9.1

Can the government confirm if offerors should assume in their transition-in plan that the items listed in the incumbent project transition-out plan will be available to the offeror to enable a seamless transition? This includes: support by the incumbent contractor to transition incumbent personnel, location of technical and project management documentation, points of contact and project management processes.

Other than establishing and maintaining effective communication with the incoming contractor and needing minimum plan content, the current contract's Transition-Out Plan is due 90 days prior to contract expiration. Due to this timeline, the Government cannot, at this time, confirm the assumption nor confirm what the plan will include.

Place of Performance indicates that personnel at contact centers are authorized to telework 50% of the time. Can the government confirm that this is a blanket authorization, and that the awarded contractor will not be required to request telework authorization for each individual?

The awarded contractor will not be required to request telework authorization for each individual. At the Government's discretion however, verification of no more than 50% will be sought from time to time as part of contract surveillance. Please see revisions at PWS 17.1

6.4.4. Draft RFP Q&A 7 indicates that the Government will provide initial and ongoing training with materials for the required positions. Can the government provide the list of trainings and materials that will be provided so that offerors can factor it into their transition-in plans?

Some examples include MarineNet training such as Cyber Awareness and Personally Identifiable Information. HIPAA web-based training links will be provided.

Attachment 6 Attachment 6 is titled 12 month metrics. However, the body of the document indicates a period between 1 May 2024 - 31 May 2025 (13 months). This information is crucial for offerors to estimate LOE. Can the government indicate the period covered by those metrics? Attachment 6 incorporates data for a 13-month period

Attachment 6

Attachment 6 data indicates that the average time per call for outgoing calls for CCRs at the Call Center is 1.73 minutes (1 minute 45 seconds) estimated as: 96,403 call minutes divided by 55,571 calls. Answer to question 17: What is the average handle time for individual incoming calls and outgoing calls managed by CCRs? States that average handling time is

2.34 minutes. Can the government confirm that the difference of 0.39 minutes is the time required to complete record-keeping or other activities needed to handle a call?

Yes, the government confirms that the difference is the time required to complete record-keeping or other activities with the caveat that the CCR data differs between the locations and supported populations.

Attachment 6 Attachment 6 data indicates that the average time per call for outgoing calls for NMCMs at the Call Center is 2.39 minutes 22,088 minutes divided between 9,234 calls. Answer to question 19: What is the average handle time for NMCM outreach calls? States that average handling time at the call center is 2.34 minutes. Can the government confirm this figure?

The average handling time is based on the contact centers and call center. The average handling time is calculated using data from each of the three locations which serve different populations with varying needs.

Attachment 6

Can the government clarify what CCS1 and CCS2 stands for? Attachment 6 is historical data only and may not be indicative of the current requirement.

PWS Section 6.2.1(a), page 33

The fifth bullet references "roll-over capability to accept calls during non-operational hours."

With the onset of modern cloud-based call center (SaaS) solutions, roll-over capabilities, as defined as moving an inbound call to the next available phone number, may not be a standard component by design. The same call coverage capabilities and desired outcomes can be achieved with call delegation features to individuals and call groups within the (SaaS) solution. Can WWR modify the requirement and leading statement to state the following bullet instead: "roll-over or call delegation capability to accept calls during non-operational hours"?

Roll-over is the requirement based on the capability to automate system rule configurations, requiring no manual intervention once set up. COR will consider the use of call delegation on a case-by-case basis.

PWS Section 6.2.6, pg 34 What scheduling and management software package will the Government provide to support social media posts? The Government will provide Meta to support social media posts

PWS Section 10(a), Page 40 What is the current processing time for T-3/T-3R/NACLC clearances for contractor personnel and will the government provide interim access for personnel with submitted applications?

Processing time for investigations vary per person. The government will provide access once an investigation has been initiated and reflects in DISS. The background investigation must be deemed favorable for access.

PWS Section 10(a), Page 40 JPAS was replaced by the Defense Information System for Security (DISS) in 2021. Can the

Government confirm that DISS is the current system? DISS is the current system of record.

PWS Section 14, Page 44 For telework authorization up to 50% for contact center staff, what approval process governs remote work arrangements?

The telework approval process is based on the offeror's procedures and discretion; the Government does not dictate contractor work schedules.

PWS 6.2.1 pg. 35

Will call management software running on contractor servers be subject to Cybersecurity Maturity Model Certification (CMMC) requirements implementing NIST 800-171r2? This is especially concerning if information might contain HIPAA or PII data.

Recommendation. The Government specify CMMC Level 2 for protection of CUI data since the contract will be awarded after the 10 November implementation date of the 48 CFR CMMC final rule. PHI and PII are not recorded using this software, therefore, CMMC does not apply.

PWS Section 2.1.1 – Customer Care Center Operations;

Section 2.1.2 – Case Management Support

The RFP allows up to 50% telework for contact center staff. Is this applied equally to CCRs, NMCMs, and FSRs, or are there role-based restrictions?

As stated at PWS 14, telework in the local area is authorized for contact center personnel (only). Role-based restrictions are the discretion of the offeror and its staffing plan. The FSR task is distinct and not part of the contact centers.

PWS Section 3.2 – Government Furnished

Property (GFP)

The RFP lists 17 laptops/workstations. Will all personnel have government-issued IT equipment, or will the contractor need to supplement with additional hardware/software?

Per PWS 17.2 and 17.3, the Government will furnish workstations and other resources at Government sites. Recommendation to review PWS 6.2 and 6.5.3.

PWS Section 4.0 – Deliverables and Reports

MCWIITS and SharePoint training is Government-provided. What is the anticipated timeline for credentialing/IT system access post-award to ensure staff readiness on day one?

HIPAA, Cyber Awareness, and PII training links can be provided upon award. SharePoint training is not a prerequisite for system access. There is no way to predict the timeline for Common Access Card and Marine Corps Enterprise Network system access. Both are contingent upon other organizations such as DMDC, HQMC, and DCSA and the individual employee's background.

PWS Section 2.1.1 – Customer Care Center Operations;

Section 3.5 – Training

Requirements

Since CCRs cannot take restricted sexual assault reports, will staff receive clear training on mandatory reporting boundaries to avoid liability or missteps? Yes, CCRs will receive clear training.

PWS Section 6.1.1.e - Program Management Deliverables Can the Government provide additional information regarding the expectations surrounding the montly status report? What sources will be available to the Program Manager to provide the needed information?

Expectations for the Monthly Status Report are that it contain the content as described at PWS 6.1.1(e) and PWS 5.4, and meet the due date each month. The data should be directly sourced from the contactor's software and from the contractor's knowledge of the monthly status.

PWS Section 6.1.1.f - Program Management Deliverables

Can the Government provide additional information regarding the expectations surrounding the quarterly newsletter? What sources will be available to the Program Manager to provide the needed information?

The Program Manager will have access to all applicable staff sections as sources for the content that will need to be consolidated by the WWCC and inserted directly into the Government's approved format for final review.

PWS Section 6.1.1.g - Program Management Deliverables

Can the Government provide additional information regarding the expectations surrounding the monthly demographics report? What sources will be available to the Program Manager to provide the needed information?

The Program Manager will have access to all applicable staff sections as sources for the content that will need to be consolidated by the WWCC and inserted directly into the Government's approved format for final review.

4.2.4 Phased Transition-In

Approach

The RFP requires a phased transition-in approach beginning 15 March 2026. Will the incumbent contractor’s staff and systems be available for knowledge transfer during this transition period?

The incumbent will follow its Transition-Out Plan which should include appropriate contractor-to-contractor coordination.

RFP, PWS Para 6.2 (Task 2), page 33)

The PWS states "The contractor will provide a fully operational Call Center (physical or virtual) operated and manned 0800 – 2000 Monday through Friday." Are there any restrictions on the location of this call center (distance to a USMC facility, must be in the Continental US, etc..)?

The location of the call center is at the discretion of the offeror and is based on the ability to meet all PWS 6.2 requirements.

RFP, PWS Para 5.2.1 (Customer Care

Representative) and 5.2.4 (Field Service Representative)

Please confirm that all CCRs and FSRs must be U.S. Citizens and that this work cannot be outsourced to an off-shore call center.

All contractor personnel must meet PWS 10 security requirements which require US citizenship.

RFP, PWS Para 6.1.2

The PWS states "6.1.2 The PM will be available to the WWR staff during core hours of operation from 0900 to 1500 ET, Monday thru Friday, except for all Federal holidays."

Please confirm the Government's expectations for "available" - does the Government expect to be able to contact him/her by cell phone during those times, or to be able to meet in person within 1 hour of notification, or to have an office within a certain distance of the WWR in Quantico? If the latter, will the Government consider providing an office for the PM on post?

The Government has not defined 'be available' at PWS 6.1.2, other than availability will be from 0900 to 1500 ET, Monday thru Friday (except for federal holidays). The offeror may use its technical volume to define its PM's availability

Attachment 6 Attachment 6, (12) Month Metrics, says the Wounded Warrior Call Center is 24/7/365 with 3 shifts. PWS 14. Place of Performance / Hours of Operation states the Wounded Warrior Call Center is open between 0800 - 2000 ET, Monday through Friday. Can the government please explain the differences?

The historical data is based on the requirement at that time; the requirement has since changed

Attachment 6

Attachment 6, (12) Month Metrics, provides outgoing telephone calls and incoming telephone calls workload for the Wounded Warrior Call Center, and outgoing telephone calls, incoming calls , and emails for the two Contact Centers. PWS 5.1 states the WWCC and Contact Centers also utilize text messages as a primary means of supporting the population.

a. Can the government please provide the workload data for text messages for the WWCC and Contact Centers?

b. Can the government please provide the workload data for emails at the WWCC?

Text message data for the WWCC and the Contact Centers is 4,421. Email data at the WWCC is 17,926

RFP page 44, section 14 RFP paragraph 14 states the Call Center will maintain the identified hours of operation during holidays. Can the government confirm that the Contact Centers at Camp Lejeune, NC, and Camp Pendleton are not open during holidays? The Government confirms both Contact Centers are not open during federal holidays.

RFP page 45, section 17 Can contractor employees use the 17 laptops mentioned in PWS 17.1 at alternate work locations?

Yes. Upon issuance of a laptop, the user will sign a DD-1348 form. The laptop can be used at alternate work locations.

RFP page 45, section 17.3

RFP 17.3 states the government will provide computers at WWR satellite Contact Centers located at MCB Camp Lejeune and MCB Camp Pendleton.

A. Are the computers laptops?

B. Can contractor employees use these computers at alternate locations?

Yes, the 'computers' at PWS 17.3 are laptops. Yes, the computers at PWS 17.3 may be used at alternate locations in accordance with PWS requirements.

RFP page 32-34, section 6.2, Task 2

RFP 6.2 states the contractor will provide computers for the contractor provided call center.

RFP 17.2 states the government will be responsible for providing computers at WWOC at MCB Quantico, and PWS 17.1 states there are "17 workstations (laptop)" at Quantico for occasional and temporary on-site support."

a. Is the contractor authorized to use the 17 government-provided laptops at the contractor site call center?

b. Will the "occasional and temporary on-site support" at MCB Quantico include call center operations?

c. Will the government authorize contractor provided call management software to be used on government provided computers?

d. Is it the government's expectation for the call management software to be used on contractor provided computers and for the government provided computers to be used for MCWIITS and SharePoint?

a) Please refer to PWS 6.2 for the contractor's Call Center facility, infrastructure, and equipment responsibilities. Use of the 17 Government laptops will be on an 'as needed' basis.

b) Yes, it may.

c) Yes, if the software is web-based and whitelisted on MCEN.

d) No. The contractor can propose a solution that meets the PWS requirements. GFE is provided for situations necessitating message encryption using MCEN e-mail. MCWIITS and MCEN M365 which includes SharePoint can be accessed with a CAC on MCEN or non-MCEN machines.

RFP page 32-34, section 6.2, Task 2

RFP 6.2 states the contractor will provide commercial internet for the contractor site call center. RFP 17.2 states the government will be responsible for providing internet access at WWOC at MCB Quantico. If the contractor is expected to provide call center operations at MCB Quantico with contractor provided computers, will the government provide internet access to these computers?

The question appears to confuse the contractor's fully operational Call Center and requirements at PWS 6.2 with the Government's WWOC located at MCB Quantico. The expectation to provide call center operations at MCB Quantico is false.

RFP page 45, section 1.7.3 and RFP page 44, Section 14

RFP 17.3 says the government will provide computers at the Contact Centers. RFP 14 (Place of Performance) states the contractor personnel at the contact centers are authorized to telework in the local area for up to 50% of their work hours.

a. Will the government authorize the government provided computers to be used offsite?

b. Will the government authorize call management software to be used on the government provided computers?

Yes, the computers at PWS 17.3 may be used at alternate locations in accordance with PWS requirements. Yes, call management software may be used on Government provided computers.

PWS 17.2

PWS 17.2 states that the government will provide 17 computers (workstations) for staff at WWOC located at MCB Quantico. So the offeror may price the number of required laptops beyond the government provided workstations accurately in the pricing, please clarify if the government is providing the 17 workstations for the WWCC staff or for the onsite satellite locations (Lejeune and Pendleton) and the FSR staff?

PWS 17.2 does not state the Government will provide 17 workstations (laptops) for staff at the WWOC. PWS 6.2 and PWS 6.5.3 clearly states contractor facility, infrastructure, and equipment responsibilities. PWS 17.3 clearly states Government facility, infrastructure, and equipment responsibilities.

10. SECURITY

REQUIREMENTS

Government will only provide 10 background investigations for the life of the contract.

Can the Government clarify which clearance level is required for all contracted staff members? RFP 10 clearly states the security requirements.

PWS Section 6.2.1, pg. 33 Could the Government please confirm whether the contractor will provide a telephony system? Yes, the contractor will provide a telephony system.

PWS Section 14, pg. 44 D.1 RFP Attachment 6 (12-month metrics) lists the Wounded Warrior Call Center at Quantico as operating 24/7/365. However, D.1 RFP M0026426R0001 indicates the hours of operation are 0800–2000 ET, Monday through Friday. Could the Government please clarify the correct hours of operation for the Wounded Warrior Call Center?

The historical data is based on the requirement at that time; the requirement has since changed

PWS Section 5.3, p 31 Could the Government please clarify whether MCWIITS is a custom-built CRM solution, or if it is based on a commercial off-the-shelf (COTS) CRM platform such as ServiceNow or Salesforce?

MCWIITS is the System of Record with a SORN directing its use and is maintained by HQ Marine Corps Manpower Information

RFP, 6.2.6, Pg. 34

The solicitation states "The Government will provide a scheduling and management software package to support the social medial posts." However, Attachment "D.1 Draft RFP Q&A" Question 6 states "There is no requirement to generate or make posts." Solicitation 6.2.2 also states "This response is considered ‘engagement’; there are no ‘outreach’ SM requirements."

Could the Government please clarify the purpose of the scheduling and management software package to support social media posts if there is no requirement to generate or make posts?

The software enables multiple accounts to monitor and respond to messages which are to be monitored. PWS 5.2.1 states, "Customer Care Representatives (CCRs), considered the first contact for inbound calls, answer all incoming calls, conduct scheduled outreach calls, monitor social media (WWCC personnel only), and conduct interviews and assessments of support requirements with Marines and/or family members." The purpose of the software is not for social media posts, it is for monitoring and response.

RFP, 5.2.2, Pg. 30 RFP 5.2.2 states "NMCMs are located at the WWCC and at the Contact Centers located at Camp Lejeune and Camp Pendleton." However RFP 6.2.4 states "NMCMs are located at the WWCC and at the Contact Centers located at Camp Lejeune and Camp Pendleton." Could the Government please provide clarification on if this is a discrepancy?

The Government cannot provide a response as it appears this submission contains an error-the statement referencing 5.2.2 is identical to the statement referencing 6.2.4

RFP, 6.2.5, Pg. 34

What contact information search tool is currently being used? This information is proprietary and will not be shared.

RFP, Section 14, Pg. 44

Section 14 of the RFP reads "Contractor personnel at the contact centers are authorized to telework in the local area of the locations above for up to 50% of their work hours." Please describe how the current agents connect from home, and what requirements there might be for Offerors to provide hardware, software, connectivity, and anything else to support telework.

If the offeror wants to offer the telework option to employees, the offeror is responsible for furnishing the tools to ensure the requirements of the PWS are met. Some examples include headsets, Internet access, call management software, CAC readers, etc.

RFP, Section 6.2, Pg. 33 Can the government provide historical support volume through social media (Facebook and Instagram) on a monthly or annual basis?

69,243 social media comments, 21 actionable case work from the comments, and 276 responses provided to questions annually.

D.1 RFP Attachment 6 (12) month metrics Could the Government provide volume for text messaging as identified in RFP Section 6.2.3

(Pg. 33) on a monthly or annual basis?

69,243 social media comments, 21 actionable case work from the comments, and 276 responses provided to questions annually.

RFP, Section 14, Pg. 44 / RFP, Section 5.2.3, Pg. 30 Can the government provide clarification as to where Field Service Representative (FSR) interactions take place (in home, physical location, etc.)

An FSR's performance location is at the discretion of the offeror. Performance is also noted at PWS 6.5, where an FSR must have immediate and rapid travel capability to conduct face-to-face interviews and other support.

74 Will the government require the contractor to provide the telephony and CRM solutions? Yes, this is a contractor requirement.

D.1 Draft RFP Q&A, #13 Draft Q&A #13 states "The current CRM system is C3X". However, they do not list CRM functionality on their website, only integration with a CRM. Therefore, it doesn’t appear 3CX has CRM functionality. Could the Government please clarify on what current CRM system is being used?

The Government cannot provide a response to confirm proprietary information of the current system being used; multiple options are available.

It does not appear that 3CX is FedRAMP certified. Could the Government please clarify if the CRM system is required to be FedRAMP certified?

FedRAMP authorization is required by U.S. federal policy for any cloud product or service that processes, stores, or transmits federal information or data on behalf of a U.S. federal agency. The call management system should not be storing sensitive personally identifiable information (PII), unclassified data, or mission-critical information.

PWS 6.2 What is the minimum number of Non-Medical Case Managers (NMCMs) required for the

Call Center?

Staffing of contract personnel at all locations for all tasks is at the discretion of the offeror based on meeting the PWS requirements.

PWS 6.2 What is the minimum number of Customer Care Representatives (CCRs) required for the

Call Center (Task 6.2) to support 0800-2000 M-F operations?

Staffing of contract personnel at all locations for all tasks is at the discretion of the offeror based on meeting the PWS requirements.

PWS 6.3 What is the minimum number of Customer Care Representatives (CCRs) required at the

Camp Lejeune Contact Center (Task 6.3)?

Staffing of contract personnel at all locations for all tasks is at the discretion of the offeror based on meeting the PWS requirements.

PWS 6.3 What is the minimum number of Non-Medical Case Managers (NMCMs) required at the

Camp Lejeune Contact Center (Task 6.3)?

Staffing of contract personnel at all locations for all tasks is at the discretion of the offeror based on meeting the PWS requirements.

PWS 6.4 What is the minimum number of Customer Care Representatives (CCRs) required at the

Camp Pendleton Contact Center (Task 6.4)?

Staffing of contract personnel at all locations for all tasks is at the discretion of the offeror based on meeting the PWS requirements.

PWS 6.4 What is the minimum number of Non-Medical Case Managers (NMCMs) required at the

Camp Pendleton Contact Center (Task 6.4)?

Staffing of contract personnel at all locations for all tasks is at the discretion of the offeror based on meeting the PWS requirements.

PWS 6.2, 5.4

What is the current average call volume per day/month at the Call Center? Approximately 625 per month

PWS 5.1

What is the current average outreach call volume per day/month? Approximately 5764 per month

PWS 6.5 Is one (1) Field Service Representative (FSR) per location (5 total) the minimum required, or may additional FSRs per location be proposed?

Staffing of contract personnel at all locations for all tasks is at the discretion of the offeror based on meeting the PWS requirements.

Attachment 6 Attachment 6 includes a QA/QC Supervisor. No QA/QC scope area or workstream is included in the statement of work. Please provide requirements and scope for this scope area if applicable. Attachment 6 is historical data only and may not be indicative of the current requirement.

Attachment 6 Attachment 6 lists QA/QC supervisors in East and West Contact Centers. Are these one in the same as the Site Lead positions listed in PWS 6.3 and 6.4?

Attachment 6 is historical data only. Staffing is at the discretion of the offeror based on meeting PWS requirements.

PWS 6.5 Field Services Please confirm Field Services Representatives are fully remote (within their respective location) and not delivering on site at a USMC or other government installation in their vicinity?

The Government will not provide a government site, installation or otherwise for FSR performance. FSR performance location is at the discretion of the offeror based on meeting PWS requirements.

PWS 6.2 Task 2 Does PWS 6.2 Contractor-site Call Center support correspond to Attachment 6 WWCC

Quantico? Attachment 6 is historical data only and may not be indicative of the current requirement.

PWS 6.2 Task 2 Can PWS 6.2 be performed at the existing Quantico call center, or is this required to be a separate contractor site/virtual site?

The 'existing Quantico Call Center' is privately owned, therefore, in accordance with PWS

6.2 offerors are to provide a fully operational Call Center.

Attachment 6 Does the WWCC Quantico table in attachment 6 represent the PWS 6.2 Task 2 Call Center

Support (contractor-site, physical or virtual, and call center system) requirements? Attachment 6 is historical data only and may not be indicative of the current requirement.

Attachment 6

Please provide the hours/schedule of each of the three shifts listed for the WWCC, Quantico.

Attachment 6 is historical data only and may not be indicative of the current requirement.

Staffing, to include hours/schedule is at the discretion of the offeror based on meeting the PWS requirements.

Solicitation, Section 14 Hours of Operation / Attachment 6

Attachment 6 lists WWCC Quantico as 24/7/365. The hours of operation for WWCC in Section 14 and PWS 6.2 state Monday-Friday 0800-2000. Please correct and clarify actual call center hours and staffing requirements. Attachment 6 is historical data only and may not be indicative of the current requirement.

PWS Section 14 Place of Performance Are any requirements or tasks performed on site at WWCC Quantico? PWS 14 does not state WWCC Quantico.

Would the Wounded Warrior team consider allowing the Camp Pendleton and Camp Lejeune CCRs and NMCMs operate in a remote location verses on site? The requirement at PWS 6.3.1 and PWS 6.4.1 remain as required.

How many days is the current CCR training program before CCRs move into production or full capability?

An exact number of days is unknown as the training program varies by individual and prior WWR experience and familiarity with MCWIITS, the telephony and WWR capabilities.

Please confirm who currently administers the Training Program — the incumbent, Wounded Warrior, or a joint effort — since the draft Q&A states the Government will provide initial and ongoing training with materials for the required positions. Training will be a joint effort.

Would the Wounded Warrior team be comfortable with the training being conducted virtually? Yes, the training may be conducted virtually where possible.

The answer to Question #14 in Draft RFP Q&A stated that the knowledge management system currently being used is Business Process Model and Notation posted on M365. Is this a government provided knowledge management system?

BPMN is the format for all WWR business process maps. The BPMN maps are posted and organized in an M365 repository. M365 is owned and managed by the USMC.

Pricing Questions

PWS Section Factor 1:

Technical, pg. 96, paragraph

(iv) Is the 30-day transition period considered a billable service, or does the project start concurrently with the Transition-In phase?

In accordance with the RFP's CLIN schedule, the phased transition-in period is anticipated to be a line item. As stated at RFP 4.2.4, the phased transition-in is scheduled to begin 15 March 2026. Pricing this as a billable service is at the discretion of the offeror.

PWS Section 4.4 Volume IV Price: Factor 3, pg. 93

Under the Service Contract Act (SCA), is it the Government’s expectation that an annual request for equitable adjustment (REA) will be submitted for SCA-covered positions, while exempt positions may include an escalation?

The Government will expect a price adjustment request from the contractor, as warranted to comply with requirements. Please see FAR clause 52.222-43, which is included as a reference on page 81 of this solicitation for information on SCLS labor standard adjustments. Offerors are expected to propose escalation as they see fit for all exempt proposed positions on a firm-fixed-price basis.

Attachment 4 - Pricing

Has the Government established baseline hours to ensure equal competition, or should offerors propose their own hours? If baseline hours exist, would the Government consider providing them in Attachment 4?

Example Use:

1856 Hrs. (2080 Annual - 88 Hol - 80 PTO - 56 Sick = 1856) Or 1816 Hrs. (2080 Annual - 88 Hol - 120 PTO - 56 Sick = 1816)

No, the Government has not established baseline hours. The requirement is performance-based, therefore, a staffing solution to include labor hours is at the discretion of the offeror based on meeting all PWS requirements.

PWS Section 4.4.1 Price Submission, pg. 93 Regarding handling rates, what is required to substantiate the proposed rate in the RFP response?

In accordance with instructions at RFP 4.4, the price proposal shall include a narrative explaining the proposed travel handling rate. What this narrative includes is at the discretion of the offeror.

52.222-42, RFP pg. 85

Which positions under the contract are considered SCLS and wage determination? Please provide applicable WD for each of those positions?

The Government will not determine positions that are Wage Determine applicable. Each Wage Determination is labeled with the respective location of applicability.

Attachment 4, Attachment 2, & RFP pg. 50 Delivery

Information The base period is defined in RFP Delivery Information defined as 4/15/25 - 4/14/26 for CLINs 0001-0005. However, CLIN 0006 is defined as 4/15/25 - one day in Delivery Information and 30 days in the PWS. Would the government consider changing the pricing worksheet and staffing matrix to reflect a Transition Period of 30 day for Offerors to separately define labor hours required for CLIN 0006 - Transition Period?

The phased transition-in period begins 30 days prior to the current contract's end date, which is 15 March 2026. The base period's start date reflects the first day of full performance. For ease of invoicing, the phased transition-in period is assigned a 'delivery date' rather than a 'performance period' so that one (1) invoice can be submitted for payment on the delivery date. The price workbook's 'Basis of Estimate' tab allows offerors to define labor hours required for the transition-in, and the 'Price Matrix' tab allows for the input of price (based on the Basis of Estimate information).

PWS 6.2 Task 2, p35

By requiring compliance with SCA Wage Determinations, the Government forces contractors to treat employees as non-except from the Fair Labor Standards Act (FLSA) and therefore, the employees are eligible for overtime pay. This will dramatically drive up labor costs.

Recommendation. Allow contractors to treat employees as Exempt from FLSA instead of requiring implementation of SCA Wage Determinations.

No overtime will be authorized under this contract action. It is up to the contractor to determine how best to allocate resources to prevent any overtime situation from occurring.

Please see FAR 22.103-1.

9.2 For transition-out, are wind-down costs (staff closeout, training overlap, etc.) allowable or must they be built into the fixed price?

Transition-out costs are allowable but there is not a separate line item for this. These costs may be accounted for, but how they are accounted for is at the discretion of the offeror.

Attachment 4, Price Workbook

The Basis of Estimate tab in Attachment 4 Price Workbook does not have columns for the Base Period. Would the government consider revising the attachment to include this period of performance?

A column for the base period has been added; please utilize the revised price workbook attachment that has been uploaded with the solicitation amendment.

Wage Determination

The solicitation references three wage determinations (WD# 2015-4281, 2015-5635, and 2015-4389). Which wage determination applies to which location/task?

Each Wage Determination is labeled with the respective location of applicability.

Wage Determination, PWS 8 Are all positions covered under the Service Contract Labor Standards, or are any positions (e.g., Program Manager, FSRs) exempt as "bona fide executive, administrative, or professional" employees per FAR 22.1003-4?

The offeror's proposed staffing solution will determine how the Service Contract Labor Standards statute is applicable of if any proposed personnel are exempt.

PWS 6.5 6.5 states the contractor will provide a (single) FSR at each of the five locations. It later states this can fluctuate and will require a supervisor when it necessitates 10 FSRs, procured through a modification. Considering this is a firm fixed price contract, please provide more clarity on the level of effort.

The FSR level of effort is determined by the offeror based on its staffing solution for successful performance of the task. If in the future the awarded level of effort requires an increase, an in-scope modification process will commence.

PWS 6.5 Please consider conducting a modification to fund any FSRs in excess of the five listed FSR positions/locations to ensure balanced pricing based on the actual level of effort and to minimize risk in execution given the potential for fluctuation and firm fixed price contract.

Per PWS 6.5, a future modification will be negotiated and executed if the WII population and other fluctuations necessitate additional FSRs or a change to FSR locations. The requirement is performance-based, therefore a staffing solution is at the discretion of the offeror based on meeting all PWS requirements.

PWS 6.2.1 Is it permissible for vendors to price the required call center system (6.2.1) as a line item in the price workbook?

No, the price workbook shall remain in its original form, per FAR 52.212-1 Addendum instructions. The price for this should be incorporated into the offeror's price via a line item(s) of their choosing in the Schedule.

RFP page 93, paragraph 4.4, Volume IV Price

The solicitation limits Volume IV Price to ten (10) pages. In order to provide sufficient price information, as required in this paragraph, would the government consider allowing additional pages? The page limitation for the pricing volume will remain at 10.

Solicitation Questions

PWS Section 14 Place of Performance/Hours of Operation, pg. 44

The solicitation specifies that the call center may be located at the contractor’s physical or virtual facility in accordance with PWS 6.2.1. Is there a requirement for the facility to be near Quantico, or can it be located anywhere within the United States? No, there is not a requirement for the call center to be physically located near Quantico.

PWS 4.3.1, pg. 93, paragraph 2

Per Page 93 of the solicitation, "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." Will the Government please confirm if Attachment 3 and the three (3) items referenced above should be consolidated into a single Volume 3 document?

Consolidation of this specific information into a single Vol III document would be preferred. Please see revised RFP instructions.

PWS Section FAR 52.212- Addendum to PWS 4.4.2 Price

Workbook, pgs. 89 - 94 Could the Government please clarify whether Sections (c) and (d) are intentionally reserved or omitted? We note that Section (b) Submission of Offers appears on page 89 and Section

(e) Multiple Offers is on page 94, but Sections (c) and (d) do not appear in the solicitation.

Per FAR 12.301(b) and 12.302, FAR 52.212-1 can be tailored using an addendum. The paragraphs requiring tailoring are those that appear in FAR 52.212-1 Addendum, which begins on page 88; no paragraphs are reserved or omitted

4 PWS Section 6.2 Task 2, pg. 33, paragraph 1

Per PWS 6.2, Task 2, the Government states, "The contractor will provide a fully operational Call Center (physical or virtual) operated and manned 0800 – 2000 Monday through Friday."

Will the Government please confirm the time zone in which the work is to be performed? The Call Center shall operate on the Eastern Time zone.

52.212-1, (b), 3., RFP pg. 89- 90 & FAR 52-212-1 all sections

Will the government allow contractors to submit proposal volumes in PDF format? Currently, instructions only state MS Office 2016 files are accepted. Please see the revised instructions.

52.212-1, 4.1, RFP pg. 90, bullet 11

Bullet 11 requires the offeror to submit a signed SF1449 in PDF format only. Should the offeror submit this form inserted in the MS Word required volume document or as a separate file attached to Volume I?

A signed PDF version of the 1449 is preferred to be included within Vol I, not as a separate, individual document. If the offeror chooses to submit documents separately, the documents must be clearly labeled and clearly identified as belonging to a particular volume.

Section 4.3, Past Performance, RFP pg. 93

The Past Performance instructions state the offeror has a 20 page limit for the volume. It also states that the Page limitation excludes the below mentioned PDFs of each referenced past performance, any necessary Past Performance Questionnaires, any necessary signed commitments as described below, and any CPARS records if the offeror so chooses to include. If Attachment 3 and 3a are excluded from the page limit, what is the Offeror required to submit within the 20 page limit?

Please read 52.212-1, Section 4.3 for a list of information to be provided within the past performance volume. Attachment 3 is not excluded from the page limitation.

Section 4.3, Past Performance, RFP pg. 93

Will the government the DoD SSP Performance Confidence…