MAD-RFI Hybrid - Military ONESOURCE Recompete - Open Market.docx

Market Assessment Discussion and Request for Information Hybrid (MAD/RFI) Hybrid

Military OneSource Program in support of:

The Department of Defense (DoD) Military Community and Family Policy (MC&FP)

Issued by:

The Federal Systems Integration and Management Center (FEDSIM) 1800 F Street, NW (QF0B) Washington, D.C. 20405 April 3, 2023 Responses due no later than 11:00 A.M. Eastern Time (ET) on April 17, 2023

FEDSIM MAD/RFI Number 47QFCA23N0005

TO BE RELEASED ON THE OPEN MARKET

Disclaimer: This MAD/RFI Hybrid does NOT constitute a Request for Proposal and is not to be construed as a commitment, implied or otherwise, by the Government that a procurement action will be issued. Response to this notice is not a request to be added to a bidders list or to receive a copy of a solicitation. No entitlement to payment of direct or indirect costs or charges by the Government will arise as a result of the submission of the requested information. No reimbursement will be made for any costs associated with providing information in response to this announcement and any follow up information requests. Responses to this MAD/RFI Hybrid may be considered in the future determination of an appropriate acquisition strategy for the program. The Government may not respond to any specific questions or comments submitted in response to this MAD/RFI Hybrid or information provided as a result of this request. Any information submitted by respondents as a result of this notice is strictly voluntary.

I. Introduction The General Services Administration (GSA) Federal Systems Integration and Management Center (FEDSIM) is releasing this Request for Information (RFI) on behalf of the Deputy Assistant Secretary of Defense for Military Community and Family Policy (MC&FP). The purpose of this RFI is to assist the Government in conducting market research focused on identifying Open Market industry partners fully capable of meeting the Military OneSource requirement. This information will be used by the Government for market research purposes only. The Government is not obligated to release a future solicitation.

FEDSIM is concurrently releasing a Market Assessment Discussion (MAD) notice on behalf of the MC&FP for Military OneSource. The purpose of both the RFI and the MAD is to assist the Government in conducting market research regarding the subject requirements, promote competition, and garner high-quality proposals. The Government is not obligated to release a future solicitation, and the information received from industry as a result of the RFI and the MAD will be used for market research only.

II. Background On behalf of the Military Departments and the Guard and Reserve Components, the Department of Defense (DoD) requires a contractor to provide services in support of the Military OneSource program for military members and their families, similar to a commercial Employee Assistance Program (EAP). This program provides members of the Armed Forces and their families, about 4.7 million persons or “participants” at locations worldwide, with a broad array of information and referrals to both military and civilian resources as well as counseling services.

These services shall be available 24 hours a day, seven days a week (24/7), through the internet, by telephone (via 800 number and collect calls), electronic mail (e-mail), postal mail, video counseling, live chat, and face-to-face counseling (which is provided upon request). This is a dynamic environment encompassing comprehensive support systems related to military members and their families. A key goal of the Military OneSource program is to ensure that the program’s resources and support reach the service members and family members who need them. The comprehensive nature of the Military OneSource program allows it to be a true “one source” of information and resources so that, once engaged, participants are encouraged to return to the program to have additional needs met. The 24/7 nature of call center operations allows for call center staff to hear stated and unstated needs and provide support that is appropriate and effective.

Unpredictable world events (such as natural or man-made disasters) and military situations (such as scheduled or operational deployments) may affect this contract, thus challenging the DoD and the contractor with developing innovative options and solutions to support military members and their families in a “just-in-time” mode.

Interested respondents may find it helpful to explore the current Military OneSource website to observe the primary internet interface in its current state (https://www.militaryonesource.mil/).

III. Scope of Work The scope of the Military OneSource program encompasses all resources and development of resources, processes, personnel, materials, training, equipment, and technology necessary to provide service members and their families with unlimited access (via 24-hour, toll-free telephone, live video, and on-line/internet) to stateside and international information, referral, and counseling services available through a centralized source.

There are emerging needs for this requirement; some already established, others arising, and additional needs are expected to develop in the future. It can be challenging to predict specific emerging needs; therefore, the flexibility and capacity of the contractor to address these needs is most imperative. This is a dynamic environment encompassing quality of life support systems for military members and their eligible family members. The intent is to have a flexible contract that allows the Government to quickly address changing social dynamics, educational requirements, and/or military missions. The evolving needs of the participants may drive modification of the Military OneSource program to satisfy such a rapidly changing environment. Participant needs require a contractor to employ a broad range of both military specific and civilian resources to quickly adjust based on demand.

IV. Functional Areas Support Services include, but are not limited to:

a. Program Management Support: This support shall include management and oversight of all activities performed by contractor personnel, including subcontractors, to satisfy all requirements. The contractor shall provide program management expertise to include establishing business applications; handling back-up operations and surge; architecting, deploying, securing, and maintaining the technological infrastructure necessary to operate a state-of-the-art call center; and continually refreshing the technology used to maintain it. The contractor shall develop and maintain internal business processes, tools, and technical expertise to integrate all elements of the Military OneSource requirements to support and maintain a system of mental health providers and support staff at a level of readiness over the contract’s period of performance. The contractor shall also maintain a management process to ensure that all applicable DoD security requirements are adhered to, in addition to providing updates on the contractor’s performance plan related to Service Level Agreements (SLAs) and Performance Metrics.

b. Case Management Support: The Government will provide the contractor with access to the Government’s Electronic Case Management System (eCMS) to collect and maintain the Military OneSource participant information. The eCMS application is used by multiple MC&FP programs requiring individual participant information tracking as designated by the Government. The contractor shall be responsible for recording the following into the eCMS: case information, exchanges of information with its provider network, and quick call contacts with participants that did not require a case to be opened.

c. Transition Support: The contractor shall provide a Transition-In Plan, to ensure that there shall be minimal disruption to vital Government business and no service degradation during and after transition. The Transition-In Plan shall discuss the process for transferring services, including open cases and associated data as well as all other requirements to be specified in the Performance Work Statement (PWS). In addition, the contractor shall provide Transition-Out support, which the contractor shall detail in a Transition-Out Plan. The Transition-Out Plan shall facilitate the accomplishment of a seamless transition from the incumbent to an incoming contractor/Government personnel at the expiration of the contract. In the Transition-Out Plan, the contractor shall identify how it shall coordinate with the incoming contractor and/or Government personnel to transfer knowledge to be specified in the PWS.

d. Military OneSource Call Center Support: The contractor shall provide services to encompass all resources and development of resources, processes, personnel, materials, training, equipment, and technology necessary to provide participants with unlimited access (via 24-hour, toll-free telephone and online/internet) to stateside and international information, referral, and counseling services through a centralized source. The contractor shall provide a comprehensive range of support for a variety of topics, which are anticipated to include: non-medical counseling, tax services, financial counseling, screening calls for the DoD Spouse Education and Career Opportunities (SECO) program (SECO services provided under a separate contract), building healthy relationships, support for new parents, transitioning veterans, assisting families with special needs, peer-to-peer support, wounded warriors, outbound contact services, and interpretation and translation services.

e. Web Presence Support: Develop, secure, deploy, and maintain a contractor-owned and operated web presence that supports online services for eligible participants ONLY. The web presence shall provide online and video non-medical counseling, health and wellness coaching, live chat, and other tools, applications, and resources, such as links to participant tax filing software (as approved by the Government). The web presence shall incorporate responsive web design (RWD) principles to create a high-quality user experience (and interface) irrespective of device, region, or platform. The contractor’s web presence shall meet further interface requirements, including but not limited to the website accessibility mandates that are defined in Section 508 of the Rehabilitation Act of 1973, as amended. Additionally, the web presence shall need to include landing pages for resiliency applications and childcare support services. Web Presence compliance shall further include support for Telecommunications Device for the Deaf/TeleTypewriter (TDD/TTY) and similar accessibility solutions.

f. Information Technology (IT) and Cybersecurity Support:

IT/Cyber Compliance Mandates: In support of the Government’s IT/Cyber architecture, engineering, and compliance activities, the contractor shall be required to ensure continual compliance with DoD and MC&FP IT/Cyber policies and procedural requirements. These requirements, while continually evolving, include but are not limited to the references found in the frequently updated DoD “Cybersecurity & Information Systems Information Analysis Center (CSIAC)” chart.[footnoteRef:2] The contractor’s IT/Cyber mandates shall further include the necessity to continually comply with DISA Information Assurance Vulnerability Management (IAVM) programmatic mandates, DISA Security Technical Implementation Guides (STIGs), DISA Security Requirements Guides (SRGs), DoD Port, Protocol and Service Management (PPSM) guidance, IT/Cyber directives and mandates from the DoD CIO, US Cyber Command, DISA, and MC&FP. The contractor’s IT/Cyber infrastructure, that is architected and maintained in support of Military OneSource, shall also be subject to full-scope Risk Management Framework (RMF) assessment and authorization, as executed and managed via the Government’s instance of the DoD Enterprise Mission Assurance Support Service (eMASS). [2: https://csiac.org/resources/the-dod-cybersecurity-policy-chart/]

Cloud Compliance Mandates: Contractor proposed Cloud computing solutions must comply with the provisions of DoD Instruction (DoDI) 8500.01, DoDI 8510.01, FedRAMP, and the DoD Cloud Computing (CC) Security Requirements Guide (SRG). The CC SRG applies to DoD-provided Cloud services and those provided by a contractor on behalf of the Department of Defense. In accordance with the CC SRG, any contractor proposed or operated Cloud computing solutions that store or process Personally Identifiable Information (PII), Protected Health Information (PHI), and/or Controlled Unclassified Information (CUI) data shall be fully authorized by the Department of Defense at a CC SRG Impact Level of 4 or above (at the time of proposal submission).

g. Return to Operation (RTO)/Disaster Continuity of Services Support: Contractors’ web presence, associated applications, and call center phone systems shall meet the RTO, to be specified in the PWS, to prevent the loss of Military OneSource services caused by system failures, disasters, or other unplanned and potentially avoidable outages. During all service interruptions, all participant information that should be entered into the Government eCMS shall be gathered by an alternate procedure and entered into the eCMS after RTO. Additionally, the contractor shall develop and implement high-availability procedures to prevent the loss of the call center services and shall be required to develop and execute a Disaster Recovery (DR) and Business Continuity (DR/BC) Plan and exercises to ensure that the contractor’s technical, procedural, and process-based solutions are viable, secure, and thoroughly assessed.

h. Non-Medical Counseling Support: Provide private, confidential, non-medical counseling utilizing a short-term, solution-focused counseling model for eligible participants. The Military OneSource program does not provide clinical mental health counseling, treatment, and/or therapy. Military OneSource non-medical counseling is intended to be solution-focused, short-term for defined problem areas amenable to brief intervention. Participants shall be screened for scope of care required, and services can be delivered telephonically, over the internet, via instant messaging, via real-time audio/video connection, or any other innovative technical solutions as approved by the Government, as well as in an office setting. Scheduled appointments shall be available during normal network provider business hours but shall not be expected to be offered 24/7. Although scheduled appointments are not expected to be provided 24/7, non-medical counseling sessions delivered telephonically, over the Internet via secure instant messaging, and by real-time audio/video secure connection shall be able to accommodate foreign time zones for participants located Outside the Continental United States (OCONUS).

i. Health and Wellness Coaching Support: Provide information and guidance to participants on achieving and/or maintaining optimal health and wellness, physical fitness, and establishing healthy habits. The Military OneSource Health and Wellness Coaching program is designed to educate and assist participants in improving and maintaining their health. Although Council on Accreditation (COA) or Utilization Review Accreditation Commission (URAC) “accreditation” is not required to meet this Military OneSource program objective, the minimum requirements and standards of these bodies shall be met for quality assurance.

j. Financial Counseling Support: Participants are responsible for their personal finances. Throughout a military career, service members and their families may need additional support and assistance with financial stability, money management, anticipating financial impacts due to deployments and relocation, and raising a financially stable family. The contractor shall provide accredited and certified network counselors trained in financial matters to provide personal and family financial counseling, planning, education, awareness information services, appropriate referrals, and assistance applicable to military families. Military OneSource financial staff and financial counselors shall possess a Bachelor’s degree and maintain a national certification as an Accredited Financial Counselor (AFC), Certified Financial Planner (CFP), Chartered Financial Consultant (ChFC), a national certification with the National Foundation for Credit Counseling (NFCC), or other nationally recognized financial counselor certification. Counseling services may be provided individually, to couples, and to families during normal business hours.

k. Strategic Outreach Support: Strategic outreach materials and plans shall be used to raise awareness of Military OneSource for participants with emphasis on service members and their families, military leaders, and service counselors. The strategic outreach materials and plans shall build resiliency by providing participants with in-depth information and resources that support participant management of the challenges of military and family life. The contractor shall provide warehouse, inventory management, and distribution for all materials, which will be specified in the PWS.

l. State Consultants Support: State consultants serve participants with special emphasis on those who are geographically isolated from installation support. State consultants collaborate with existing family support resources to augment the existing activities and fill gaps where they exist. State Consultant services are delivered in local communities through collaborative partnerships with Federal, state, and local entities, enhancing community capacity to serve military families. The contractor shall provide 53 State consultants to states and territories (e.g., 52 to states (two each for Texas and California); and one for territories)) to support increased outreach and coordination to participants. In an effort to reduce unnecessary travel expenses incurred by state consultants, the contractor shall provide local outreach assistants to staff events when possible.

m. Additional Support as Required: The Government anticipates that there may be programmatic expansion of the requirements during the Period of Performance (PoP). These requirements will be within scope of the contract but are anticipated to require additional personnel to meet the level of effort required.

V. Applicable Documents and References Information sources used for Military OneSource program and content development shall be from official Government sources or authorized affiliates. Internet domains .gov, .mil, and .edu are the primary resource sources for mandatory compliance requirements of the PWS.

The contractor’s name or corporate logo, as well as any reference to the contractor, shall not be included on any documentation, literature, or materials associated with Military OneSource, to include the Military OneSource web presence.

Proprietary rights for all products, services, databases, applications, and resources developed for the Military OneSource program are property of the Government and will be retained by the Government upon contract completion.

VI. Period of Performance and Estimated Price Range The Government anticipates awarding a contract that will have one one-year base period (which includes a 90 day transition-in period) followed by four sequential one-year option periods (a total period of five years). The Government currently estimates the value for this contract for the entire time period at $500,000,000.

VII. Place of Performance and Travel Performance of this effort shall generally take place at the contractor’s facility(ies) but shall also take place in all states and U.S. territories. The contractor shall maintain a call center facility within a 10 land/road mile radius of the Pentagon in Arlington, Virginia (VA). The contractor’s facility shall allow for the Government to tour and observe call center operations. Additionally, the call center facility shall be required to have a conference room, that can accommodate up to 15 people, with video presentation capabilities, and Audio Visual (AV) equipment for Government use in oversight of the Military OneSource program, when requested.

Contractor travel must follow the regulations as set forth by the Federal Travel Regulation (FTR), Joint Travel Regulations (JTR), and Department of State Standardized Regulations (DSSR).

VIII. Security Requirements All personnel assigned to perform duties under this contract shall be U.S. Citizens.

All personnel must undergo a criminal history background, fingerprint, and credential review/verification (specific to counselors) by the contractor; the contractor shall not allow counselors to perform counseling services under the contract until verification that the criminal history background check has been completed.

All personnel with access to the Government’s eCMS platform, PII, PHI, or Privacy Act data must further undergo a DoD-initiated Tier 1 (Low-Risk) Suitability Investigation during the transition-in period or within 30 calendar days of hire/onboarding. Information Technology and Cybersecurity personnel that maintain/implement information systems and technical security controls, in support of the program, shall require a favorably adjudicated Tier 3 (T3/T3R) Investigation (formerly known as a “National Agency Check with Local Agency and Credit Checks (NACLC)).

All other personnel shall be allowed to perform on the contract without investigatory requirements, but shall not be provided with Common Access Cards (CACs), External Certification Authority (ECAs), access to DoD or MC&FP information systems, sensitive DoD data (electronic, verbal, or written), U.S. military installations, or any other DoD sensitive elements.

Additionally, the contract shall require the following steps and actions:

a. All contractor personnel shall complete initial and annual DoD “Cyber Awareness Challenge” training, Privacy Act training, and Controlled Unclassified Information (CUI) training. Training completion certificates (evidence) for all personnel shall be managed and maintained in the Government’s Personnel Account Maintenance application.

b. All data communications between the Government and contractor that contain PII, PHI, Privacy Act data, and/or CUI information must be via encrypted means. The manner of encryption must be compliant with DoD Public Key Infrastructure (PKI) policies and shall be compatible with the DoD’s email systems (Secure/Multipurpose Internet Mail Extensions (S/MIME) email encryption with ECAs and/or CACs)). Encrypted email systems that require login to a web application via a browser are not compatible with the Government’s needs and requirements. The contractor’s solution must also meet requirements for data-at-rest storage, retention, and archiving, thereby adhering to the Government’s Records Management laws.

c. Inform all employees, contractors, and subcontractors who shall have access to client information of the confidential nature of the information, that the information is subject to the requirements of the Privacy Act of 1974, and that unauthorized disclosures of client information may result in the imposition of possible criminal penalties.

IX. Facility Clearance (FCL) The contractor shall possess a minimum of a SECRET FCL. The Government will provide the contractor with a DoD Contract Security Classification Specification (DD Form 254) that will specify contractor access. All personnel shall be required to have the appropriate investigations/clearance commensurate with their roles on the contract. The SECRET FCL shall be required at proposal submission.

X. Questionnaires The Government requests responses in two Parts: Part I-MAD Election Google Form Submission, and Part II-Written Email (Corporate Overview, Prior and Current Corporate Experience, and Corporate Capabilities and Approaches) Submission. Both parts are due no later than 11:00 AM Eastern Time (ET), April 17, 2023. Further details are as follows:

1. Part I responses should be submitted electronically via Google Form using the link provided below.

2. Part II should be submitted electronically by email only to the Contracting Officer (CO) kristen.jaremback@gsa.gov and the Contract Specialist (CS) gerry.reeves@gsa.gov. Use the attached questionnaire tables (Attachment B, and Attachment C) to provide the requested information (no substitutions, additions, or deletions).

a. All responses shall follow the table formats provided in Attachment B and Attachment C and shall be submitted as Microsoft Word documents, maintaining one inch margins, 12 point Times New Roman font, and be single spaced.

b. If a cover page is submitted, it shall be limited in length to one 8.5” x 11” page containing Times New Roman, twelve-point font.

c. Attachment B - Corporate Overview: Shall not exceed two single-sided 8.5” x 11” pages.

d. Attachment C - Corporate Experience: Shall not exceed three single-sided 8.5” x 11” pages. All corporate experience shall have been performed by the respondent as a prime contractor.

e. Attachment D – Corporate Capabilities and Approaches: Shall not exceed three single-sided 8.5” x 11” pages. This shall be submitted as a Word Document.

3. All information submitted shall be UNCLASSIFIED.

4. Send any questions to kristen.jaremback@gsa.gov and gerry.reeves@gsa.gov no later than 11:00 AM ET on April 14, 2023. Phone calls will not be accepted.

Part I: MAD Election Google Form Market Assessment Discussion (MAD) As part of this market research, the Government is also providing the option for all interested parties to participate in MAD sessions. If the respondent would like to participate in a MAD session, they can opt in using the Google Form (below) and select a Google Calendar appointment for a 30-minute phone call on either April 25, 2023 or April 26, 2023.

Please use the following link via Google Form to elect to attend the MAD sessions, and select a Google Calendar appointment: Link to Google Form.

The MAD is OPTIONAL. Participation in the MAD process and any information submitted to the Government is strictly voluntary.

As provided by Federal Acquisition Regulation (FAR) 10.002 and 15.201, the Government anticipates conducting one-on-one phone conversations with respondents to this notice in an effort to promote competition in a potential future acquisition. The Government is particularly interested in data that industry would need to facilitate a bid/no bid decision. This information will be used for market research only and any information provided by an Industry Partner as a result of these conversations will not be shared with any other Industry Partner. The Government is not obligated to release a future solicitation.

The MAD is a market research method utilized by FEDSIM to determine the extent of interest in a specific acquisition. The MAD methodology allows for a one-on-one exchange between the FEDSIM Contracting Officer (CO) and any interested Industry Partner early in the acquisition process. In this process, the Government requests only a minimum amount of information necessary to gauge industry interest. The Government may consider the responses within these exchanges in the future determination of an appropriate acquisition strategy for the program.

This MAD does NOT constitute a Request for Proposal and is not to be construed as a commitment, implied or otherwise, by the Government that a procurement action will be issued. Response to this notice is not a request to be added to a bidders list or to receive a copy of a solicitation. No entitlement to payment of direct or indirect costs or charges by the Government will arise as a result of the submission of the requested information. No reimbursement will be made for any costs associated with providing information in response to this announcement and any follow up information requests. The Government may not respond to any specific questions or comments in response to this notice or information provided as a result of this request. Participation in the Market Assessment Discussion process and any information submitted to the Government is strictly voluntary.

A draft list of questions is provided in Attachment A, List of Questions for Military OneSource MAD Sessions. Industry Partners are encouraged to provide a list of questions prior to the session, although additional questions will be permitted as time allows.

Attachment A: List of Questions for Military OneSource MAD Sessions

GENERAL QUESTIONS

1. What information, details, or items would your company need in a Request for Proposal (RFP) in order to provide a proposal?

2. What, if any, risk, or other factors does your company foresee that may deter your company from bidding on this requirement?

3. Can you briefly explain your company’s bid/no-bid decision process?

a. How many calendar days might it take your company to make this decision?

b. How many calendar days might it take for your company to develop a proposal for submission?

4. Has your company proposed on a FEDSIM RFP, Request for Quote (RFQ), or Task Order Request (TOR) in the past?

5. What efforts can the Government take to maximize small business subcontracting participation by your company, should you choose to submit a proposal?

6. Based on your company’s analysis of the information provided, please provide any additional information and/or recommendations that you think may be relevant for the Government’s consideration as it formulates the acquisition strategy and requirements for the anticipated procurement.

Part II: Written Email Submissions Attachment B: Corporate Overview (Limited to Two Pages) Name of Company

Name of Business Unit Responding to the RFI (if applicable)

DUNS Number

CAGE Code

Corporate Address

Total Number of Full Time Employees

Company Website URL

Is firm registered at SAM.gov under NAICS Code 624190?

Small Business Category, if applicable (e.g., Woman-Owned, Service Disabled Veteran Owned, 8(a), HUBZone)

If a small business, is your firm wholly or partially owned by a large business?

Do you plan to submit as a prime?

· NO

· NO

· NO

· If YES, what is your FCL? ___________

· NO

One Point of Contact (POC) (Enter name, phone number, and email address) Name:

Phone #:

Email:

Attachment C: Prior and Current Corporate Experience (Limited to Three Pages) Please complete the below template for prior Corporate Experiences performed in the last five years in which the contractor (serving as prime contractor) provided or currently provides services similar in size, complexity, and scope of the Military OneSource Program discussed in sections IV and VI. (Note: If the company is divided into separate business units, responses shall be based upon the particular experiences of the business unit responding to the RFI utilizing the template below). Note: use individual contract/task order values for the template below, not the overall Indefinite Delivery Indefinite Quantity (IDIQ) or Blanket Purchase Agreement (BPA) ceiling value the contract/task order may have been awarded from.

Contract/Contract#

Contract/Project Name

NAICS Code for Contract/Task Order

Value at Award

Value at Completion/Current Value

Period of Performance (MM/YYYY-MM/YYYY)

Brief Summary of the Contract/Task Order Security Requirements

· Cost Reimbursable (Please Specify, e.g. CPFF, CPAF) ____%

· Firm-Fixed-Price (FFP) ____%

· Other (Please Specify) ____%

Client Department or Agency

Total number of Full Time Equivalents (FTE) supported by this contract

Project Description - Please demonstrate how the work performed relates to the requirements identified in this RFI.

Client POC, Name, E-mail, Phone

Percentage of Services Subcontracted

Percentage of Services Subcontracted to Small Businesses

Attachment D: Corporate Capabilities and Approaches (Limited to Three Pages)

1. What is your company's experience in providing systems in compliance with the DoD CC SRG requirements in the past?

2. Discuss your corporate capabilities as they relate to the scope of work defined above and the company’s ability to address the functional areas listed in Section IV, “Functional Areas” of the RFI/MAD Notice.

3. Discuss your company/business unit’s capability, experience, and methodology for properly staffing a comprehensive resources, support, and counseling services contract, with the same size, scope, and complexity as referenced in Section II, “Background” of the RFI/MAD Notice.

4. Describe your company/business unit’s experience, if any, with providing innovative solutions in terms of technology, process, or automation to drive operational service delivery efficiencies (cost and performance) without disrupting current operations, leveraging investment through savings in automation, and integrated delivery.

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