N0018922R0007 Amendment 0001.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

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

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

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

The purpose of this amendment is to revise the description in CLINs 1001, 2001, 3001, and 4001, update the operational schedule period of performance in the PWS, and clarify page limitation for key personnel in Subfactor 1 Staff ing Approach due to questions from industry. All other terms and conditions remain unchanged.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 24

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

16C. DATE SIGNED

BY 24-Nov-2021

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

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

8. NAME AND ADDRESS OF CONTRACTOR (No., Street , County, State and Zip Code) X N0018922R0007

X 9B. DATED (SEE ITEM 11)

10-Nov-2021

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

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

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

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

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

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

12. ACCOUNTING AND APPROPRIATION DATA (If required)

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

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

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

CONTRACT ORDER NO. IN ITEM 10A.

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

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

D. OTHER (Specify type of modification and authority)

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

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

10A. MOD. OF CONTRACT/ORDER NO.

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

6. ISSUED BY

3. EFFECTIVE DATE

24-Nov-2021

CODE

NAVSUP FLC NORFOLK CONTRACTING

NORFOLK OFFICE

ATTN: E. DESANTIS

1968 GILBERT STREET STE 600

NORFOLK VA 23511-3392

N00189 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

N0018922R0007

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 1449 - CONTINUATION SHEET

SUPPLIES OR SERVICES AND PRICES

CLIN 1001

The CLIN extended description has changed from:

Services for the Base Period in accordance with the Performance Work Statement.

To:

Services for Option Period I in accordance with the Performance Work Statement.

CLIN 2001

Services for Option Period II in accordance with the Performance Work Statement.

CLIN 3001

Services for Option Period III in accordance with the Performance Work Statement.

CLIN 4001

Services for Option Period IV in accordance with the Performance Work Statement.

The following have been modified:

ADDENDUM 52.212-1

ADDENDUM TO FAR PROVISION 52.212-1 ENTITLED “INSTRUCTIONS TO OFFERORS –

COMMERCIAL ITEMS”

I. GENERAL

In addition to FAR 52.212-1, “Instructions to Offerors – Commercial Items” and any other instructions contained elsewhere in this solicitation, the following information is provided. Offerors are required to submit their proposals in two separate volumes as follows:

Volume I: Non-Price Proposal:

Factor I – Technical Approach Sub-factor I – Staffing Approach Sub-factor II – Performance and Management Approach Sub-factor III– Transition Plan

Factor II - Past Performance

Volume II: Price Proposal

Offers shall include the following completed solicitation documents (to be provided in Volume II):

A complete and signed SF1449 (Solicitation/Contract/Order for Commercial items) and executed copy of Amendments, if applicable, completed by the offeror;

RFP Section B “Schedule of Supplies/Services” completed by the offeror;

Unless completed in SAM, RFP Section “Representations, Certifications and Other Statements of Offerors” completed by the offeror in accordance with FAR 52.204-8 and DFARS 252.204-7007 Alt. A.

The completion and submission of the above items will constitute an offer (proposal) and will indicate the offeror’s unconditional assent to the terms and conditions of this RFP and any attachments and/or exhibits hereto. Alternate proposals are not authorized. Objections to any of the terms and conditions of the RFP will constitute deficiency (see FAR 15.001) which will make the offer unacceptable.

Volume I – Non Price Proposal

This volume shall address the Technical Approach factor and sub-factors (Staffing Approach, Performance and Management Approach, and Transition Plan), Past Performance factor and include all information required for proposal evaluation. This volume of the proposal shall exclude any pricing information. Each page of each copy shall be affixed with the following legend:

Source Selection Information See FAR 2.101 and 3.104

Volume II – Price Proposal

This volume shall include the completed solicitation documents and a complete and detailed price breakdown with all supporting information. Each page of each copy shall be affixed with the following legend:

Source Selection Information

See FAR 2.101 and 3.104

IMPORTANT NOTES:

(1) Offerors shall respond to all requirements of the solicitation document. Offerors are cautioned not to alter the solicitation.

(2) In the event any person who is not a bona fide employee of the offeror participated in the creation, formulation, or writing of any portion of the proposal, a certificate to this effect shall be included in the proposal which shall be signed by an officer of the offeror. Such certificates shall identify the name of the person who is not a bona fide employee, that person’s employment capacity, the name of the person’s firm, the relationship of that firm to the offeror, and the portion of the proposal in which the person participated.

(3) In order to ensure that all questions submitted by potential offerors are answered prior to the solicitation closing date, one consolidated list of questions concerning the solicitation should be submitted via e-mail to the contracting point of contact, Erik De Santis at erik.j.desantis.civ@us.navy.mil and Chelsey Crawford at chelsey.n.crawford.civ@us.navy.mil NO LATER THAN 3:00:00 pm, Eastern Daylight Time (EDT), on 17 November 2021. The Government reserves the right not to respond to any questions received concerning this solicitation after the questions receipt date above. Accordingly, offerors are encouraged to carefully review all solicitation requirements and submit questions to the Government early in the proposal timeframe.

(4) Proposals are to be submitted via email to Erik De Santis erik.j.desantis.civ@us.navy.mil and Chelsey Crawford at chelsey.n.crawford.civ@us.navy.mil no later than the date and time listed within the solicitation (block 8). All electronic files and versions of offerors proposals shall be compatible with the current release of Adobe Acrobat and Microsoft Office Suite version 2016 (Word/Excel).

II. REQUIREMENTS FOR PROPOSAL CONTENT

(1) Introduction and Purpose: This section specifies the format that offerors shall use in this Request for Proposal (RFP). The intent is not to restrict the offerors in the manner in which they will perform their work but rather to ensure a certain degree of uniformity in the format of the responses for evaluation purposes.

(2) Each attachment should contain the following items in addition to the other information required by this solicitation:

Cover: The cover should indicate the following:

Title of the proposal Volume Number (I or II) Proposal Category (Factor/Sub-factor) Request for Proposal (RFP) Number Name and address of offeror, email, phone number, Cage Code, DUNS and applicable

Tax I.D. Number (TIN) Proposal validity period for 180 days from solicitation closing

Table of Contents: The table of contents should provide sufficient detail as to allow the important elements to be easily located.

(3) Requirements for Style: Each offeror shall submit a proposal that clearly and concisely describes and defines the contractor’s response to the requirements contained in the RFP. Unnecessary elaboration or other presentations beyond that sufficient to present a complete and effective proposal are not desired. The proposal shall contain all the pertinent information in sufficient detail in the one area of the proposal where it contributes most critically to the discussion of the same information. When necessary, the offeror shall refer to the initial discussion and identify its location within the submitted proposal.

(4) Proposal Page Limitations:

Volume I, Non-Price Proposal – The following page limitations are established:

Title Pages

Non-Price Proposal – Factor I: Technical Approach (Staffing Approach, Performance and Management Approach, and Transition Plan)

30 pages (Key Personnel Resumes do not count toward this limit)

Non-Price Proposal – Factor II: Past Performance 12 Pages (Form plus 3 additional pages per reference)

All submissions and attachments shall be in Microsoft Office Word, Adobe Acrobat PDF, and Windows Media Player compatible MP4, as specified above. Submissions are page limited to the maximum number of pages as defined below. These page limitations are inclusive of the executive summary and any charts, diagrams, and/or other graphics. Graphics (including tables) in the proposal may use an alternative font with 8 point size type or larger.

Each “page” is defined as one sheet, 8 ½ “ x 11”, with at least one inch margins on all sides, using a font with a point size of 12 or greater (e.g., "Times New Roman" style with 12 point font). Lines shall, at a minimum, be selected as single-spaced in Microsoft Word with Microsoft Word Normal character spacing. Pages shall be consecutively numbered. Multiple pages, double pages, two-sided pages, or foldouts will count as an equivalent number of 8 ½" x 11" pages. The quoter is permitted to submit no more than one page for each of the following, which will not be included in the page count: a cover sheet, list of tables, list of figures, compliance matrix, table of contents, tabs, and dividers.

Volume II, “Price Proposal,” is not page limited.

Title Pages Price Proposal – Factor III: Price No Limit (Submission should be in Microsoft Excel)

The Price Proposal is not page limited; however, the Price Proposal is to be strictly limited to price information and completed solicitation documents as described in the General Section at the beginning of this text.

* Page limits represent the maximum pages the Government will evaluate and are not construed as de facto standards for the amount of material expected in the proposal.

III. REQUIREMENTS FOR PROPOSAL CONTENT

Volume I Non-Price Proposal

The Non-Price Proposal evaluation factors are listed below:

Factor I – Technical Approach Sub-factor I – Staffing Approach Sub-factor II – Performance and Management Approach Sub-factor III– Transition Plan

Factor II - Past Performance

Factor I – Technical Approach The Technical Approach proposal shall address the following sub-factors:

a) Sub-Factor I - Staffing Approach – The offeror shall provide a staffing approach that demonstrates its ability to successfully accomplish the tasks/requirements specified in Sections 3.0 – 5.0 of the Performance Work Statement.

At a minimum, the staffing plan shall address the following:

A comprehensive staffing chart that details the roles and responsibilities for all proposed personnel. This chart shall identify the proposed labor categories and number of personnel for each category;

A staffing plan for utilization of the offeror’s personnel resources that demonstrate an understanding of the required skill sets;

Proposed methodology for recruitment and retention;

A training plan to ensure 1) personnel are knowledgeable of the work to be performed and able to communicate accurate information to customers on the programs and established business SOPs and 2) call center employee training remains current; and

A plan to handle workload surges to include unanticipated increases in call volume throughout the year as well as anticipated increases during open season;

The offeror shall also provide the required number of resumes for each labor category considered to be “key personnel” as shown below.

Labor Category Required Number of Resumes Contact Center Manager 1 Lead Functional Assistant 1

The offeror shall provide sufficient information within the resumes to detail the education, experience and/or required security clearance set forth in sections 4.4 and 4.5 of the PWS. If the offeror proposes personnel for key positions who are not current employees of the offeror, the offeror shall present letters of commitment which shall indicate that the individual acknowledges intent to accept a reasonable offer of employment should an award to the offeror be made. Note: The letters of commitment are excluded from the page limit.

b) Sub-Factor II - Performance and Management Approach – The offeror shall demonstrate a complete understanding and discuss their capability to fully implement and execute requirements specified within Section 3.0 of the Performance Work Statement (PWS) through its’ management capabilities, expertise, and experience. The offeror shall describe its overall understanding of and approach to the type of service that it would deliver and perform if awarded the contract. At a minimum, the management approach shall include the following:

A performance plan that demonstrates the offeror’s understanding of and capability to successfully accomplish the requirements in Section 3.0 of the PWS;

A management plan that clearly details how this effort will be managed at the corporate and on-site levels to ensure successful performance;

A plan to ensure no losses, compromises or unauthorized release of protected information (Privacy Act compliance, PII, etc);

A comprehensive technical plan that demonstrates the offeror’s understanding of the information technology (IT) and information assurance (IA) requirements detailed in Section 6.0 of the PWS and their ability to comply with and sustain these IT and IA requirements throughout the life of the contract. The plan shall identify agreements with Internet Service Providers (ISPs) and local and long distance carriers in support of these requirements; and

A contingency plan that demonstrates the offeror’s ability to sustain operations at the contact center for the operational schedule as identified in Section 2.0 of the PWS. This plan shall detail the offeror’s ability to sustain technological functions via maintenance capabilities, security compliance, redundancy and/or backup strategies.

c) Sub-Factor III – Transition Plan – The offeror shall provide a detailed Transition Plan that demonstrates a clear and feasible plan for meeting the requirements outlined in Sections 3.0 – 7.0 of the PWS, minimizes disruptions to the call center operations, and achieves the capability for full contract performance at the end of the two (2) month transition period. The transition plan shall include a Plan of Action and Milestones and identify any risks or issues anticipated to arise during the transition period and methods to mitigate these risks and overcome issues.

NOTE: Offerors simply providing general statements or paraphrasing/parroting the PWS in whole or in any part shall result in a rating of unacceptable

Factor II – Past Performance

The offeror shall demonstrate relevant past performance or affirmatively state that it possesses no relevant past performance. Relevant past performance is performance under contracts or efforts within the past five (5) years (from the solicitation issuance date) that is the same as or similar to, the scope and magnitude of the work described by this solicitation. Each reference must have at least one (1) year of completed performance dating from the issuance of the solicitation.

To demonstrate its past performance, the offeror shall identify up to three (3) of its most relevant contracts or efforts that meet the requirements stated above. Offerors should provide a detailed explanation demonstrating the relevance of the contracts or efforts to the requirements of the solicitation.

Offerors may provide contracts describing their own experience as a subcontractor. Offerors shall describe the major or critical aspects of the work performed, as well as the dollar value of work performed, under the submitted contract. Offerors may also submit contracts of subcontractors it proposes to use under this contract. Offerors shall describe the major or critical aspects of the work subcontractors are proposed to perform under the contract.

Offerors shall also describe the major or critical aspects of the work performed by the subcontractor, as well as the dollar value of work performed, under the submitted contract.

Subcontractor performance (either the offeror's own subcontractor experience or proposed subcontractors experience) of major or critical aspects of this requirement will be considered as highly as prime contractor past performance information for the offeror. Failure of offerors to describe the required information will result in the contract reference not being evaluated.

For purposes of this solicitation, a contract is defined as a single contract or a single task order placed under an ID/IQ contract, a Blanket Purchase Agreement (BPA), or a Federal Supply Schedule. Additionally, offerors may submit, as part of its three (3) past performance contracts, up to two (2) collections of task orders placed under an ID/IQ or BPA. Such collection of task orders must also meet the requirements stated above: they must demonstrate at least one (1) year of completed performance and have been performed within five (5) years of solicitation issuance date.

The references will be evaluated in the aggregate in order to allow offerors who may not have the entire scope and magnitude of the requirement under one individual contract to still be considered acceptable if past performance with the full scope and magnitude of the requirement can be demonstrated within the allotted number of references as described above.

The offeror shall complete a Past Performance Information Form for each reference submitted. The form is an attachment to the solicitation. The forms will count toward the Factor II page limit described above. For additional information regarding a particular reference beyond that which will fit on the form, the offeror may continue onto another sheet of paper. Such continuation sheet(s) for submitted references will count toward the Factor II page limit.

In addition to the information requested above, offerors shall contact their past performance references and request that each reference complete the attached Past Performance Report Form and e-mail the completed survey form directly to erik.j.desantis.civ@us.navy.mil by the DUE DATE OF THIS SOLICITATION. The Government reserves the right to consider past performance report forms received after the due date of the solicitation and to contact references for verification or additional information.

Volume II – Price Proposal

The Price Proposal shall consist of the following:

Factor III - Price

A complete and signed Standard Form 1449, “Solicitation/Contract/Order for Commercial Items” and executed copy of Amendments, if applicable.

SF1449 Section “Schedule of Supplies/Services” completed by the offeror.

Separate pricing information shall be submitted for each year of the services as well as a total for all five

(5) years of the period of performance.

Unless completed in SAM, “Representations, Certifications and Other Statements of Offerors” completed by the offeror (to be provided in Volume II along with Price Proposal) All price and price supporting information shall be contained in the Price proposal. No price or pricing information shall be included in any other volume including cover letters. Offerors are responsible for submitting sufficient information to enable the Government to fully evaluate their price proposal.

Proposal shall be valid for 180 days from solicitation closing date.

The price proposal shall include all supporting data to clearly show the direct labor rates are equal to or in excess of the applicable Department of Labor Wage Determination, the Wage Determination used in development of the price proposal and yearly escalation rate, if applicable. This information may include a breakdown of the labor categories, labor hours, and labor rates anticipated and should be submitted in Microsoft Excel format.

PERFORMANCE WORK STATEMENT

DEPARTMENT OF THE NAVY

HUMAN RESOURCES BENEFITS CONTACT CENTER

PERFORMANCE WORK STATEMENT (PWS)

1.0 SCOPE OF WORK

1.1.1 This PWS provides for the establishment and operation of the DON Civilian Human Resources Benefits Contact Center (HRBCC), a dedicated single service contact center (contractor personnel will be dedicated to the taskings within this PWS). For the purpose of this PWS, the HRBCC will be referred to as the “contractor”.

Additionally, employee refers to civilian employees working or formerly working for the DON. Addendum 1 lists the acronyms used in this PWS. The contractor will provide the full range of support to current and separated Navy civilian employees and prospective employees. Prospective employees are defined as employees who have received a job offer with the DON but are not processed in the personnel system. Employees are located world-wide. The contractor will provide technical guidance, advice, and information to employees about the FEHB, the FEGLI and the TSP programs and employee entitlements to include FEDVIP, FSAFEDS and FLTCIP. The contractor will provide limited information on Federal retirement programs. The contractor will guide employees to retirement information on the OCHR civilian portal page or other approved web sites or refer employees to a CBC Specialist.

The contractor will assist employees in accessing the GRB Platform application and making transactions. The contractor shall also assist former spouses and children of employees regarding information on benefits upon request. It is also recognized that the contractor may receive contacts on non-benefit related matters. In such cases the contractor shall respond by providing limited information furnished by the CBC. The contractor shall also receive calls from hearing impaired employees by using a TTY/TDD telephone for the deaf and hard of hearing.

For the purpose of this contract “contact” is defined but not limited to the following means of communication received: telephone calls, email, fax, or mail. As part of this assistance, the contractor shall adhere to all requirements of the Privacy Act. Historical workload data is provided in section 12.0.

1.1.2 Information is defined as responses to all requested queries contained in the following references: (1) 5 CFR, Chapter l, Parts 870, 890, 892, 1600; (2) OPM's FEHB and FEGLI Program Handbooks; (3) TSP bulletins; (4) approved written scripts to be provided by the CBC Liaison and (5) approved web sites referenced in the written SOPs. The handbooks are available at www.opm.gov and the TSP bulletins are available at www.tsp.gov. The contractor shall use and follow the written SOPs, attachments 3-8, as provided by the government. If questions arise regarding handoff points, the CBC Liaison shall serve as the POC between the contact center and the CBC staff, except as specified in the government furnished SOPs, attachments 1-6.

1.1.3 Employees may use the self-service tool (the GRB Platform), or may be assisted by a counselor to make benefit transactions. Counselor assistance is available through the Benefits Line. The contractor shall encourage and support the employees’ use of the GRB Platform. The contractor shall understand the data elements used by employees in order to access the GRB Platform application.

1.1.4 Functional assistance provided by the government shall be minimal and limited to complex areas requiring the review of an e-OPF, or immediate and emergent benefit requirements. The CBC Liaison shall identify and resolve DON wide issues, provide direction to the contractor and act as a liaison between the contractor and the CBC staff.

2.0 OPERATIONAL SCHEDULE

2.1 The contract will be a firm fixed price contract for a period of performance commencing 1 March 2022 through 28 February 2027 (base period with four 12-month option periods). The contract includes provisions for option periods dependent upon government need and continued satisfactory contractor performance.

2.2 Working Hours, Holidays and Other Facility Closures. The operational hours of the contact center shall be from 7:30 AM to 7:30 PM, Monday through Friday, ET, excluding the observed government holidays listed below;

however, if additional “holidays” authorized, it is at the contractor’s discretion to work.

New Year’s Day 1 January Martin Luther King Jr. Day Third Monday in January Presidents’ Day Third Monday in February Memorial Day Last Monday in May Juneteenth – Independence Day 20 June 2022 (Observed) Independence Day 4 July Labor Day First Monday in September Columbus Day Second Monday in October Veteran’s Day 11 November Thanksgiving Fourth Thursday in November Christmas Day 25 December

However, during any open season period, the hours of operation for the last week, are from 7:30 AM to 9:30 PM, Monday through Friday, ET. The contractor is responsible for staffing the call center during the operational hours.

3.0 SERVICES TO BE PROVIDED

3.1 The contractor shall be the first entry point of contact for current and former Navy civilian employees and prospective employees who have been offered a position with the DON. These employees are seeking advice and guidance and information regarding the following programs: (1) FEHB (attachment 5_; (2) FEGLI (attachment 6);

(3) TSP (attachment 4); and (4) Retirement (attachment 2) as specified in section 1.1.1 of this PWS as well as described in the General (attachment 3) and Administrative (attachment 1) SOPs. The contractor shall also assist former spouses and children of employees regarding information on TCC or FEHB and shall provide a TCC package upon request. This will include accepting or providing other regulatory documents as described in the

Health SOPs, as written in attachment 5 (court orders or providing former spouses guidance on the Spouse Equity Act). The contractor will assist employees with providing regulatory documents for children incapable of self-support under the FEHB, FEGLI and FEDVIP.

It is also recognized that the contractor may receive contacts on non-benefit related matters. In such cases the contractor shall respond by providing limited information furnished by the government. The contractor shall also receive calls from deaf and hard of hearing employees by using a TTY/TDD telephone. The government shall handle and respond to matters generated by government agencies (OFEGLI, OPM, TSP, payroll offices, HROs, etc.). In cases where OFEGLI makes a decision on requests for insurance, notification will be forwarded to the contractor and processed in accordance with SOP, as written in attachment 6. The contractor will receive notices of TSP Hardship Withdrawals from payroll offices for action. All correspondence received daily by the contractor will be stamped indicating the date and time of receipt.

3.2 The contractor shall serve as a clearinghouse for the government for benefits related forms and packaged information including but not limited to retirement packages and beneficiary forms, to be mailed out and distributed as requested by callers or by the government staff. The contractor may be tasked to distribute other printed materials to designated activities and/or employees when required. Distribution of benefits related materials includes letters, forms/brochures/pamphlets via mail, email, or fax.

3.3 The contractor shall use DON approved software when completing transactions. Contractor personnel shall demonstrate technical proficiency when responding to questions and provide accurate information and efficient transaction processing.

3.4 The contractor shall be knowledgeable and conversant with the contents and capabilities of the benefit applications, the government’s portal and the SOPs as written in attachments 3-8 as indicated in section 4.16. In addition, the contractor shall perform the full range of transaction processing (accurately and timely) in the areas of FEHB, FEGLI, and TSP in the operation of the benefits contact center but shall also be able to assist callers in completing their own transactions.

3.5 The government expects the contractor to provide correct information to callers’ inquiries at all times. All calls shall be answered within an average of two (2) minutes or less, with the exception of the months of November through January. During these months, when call volume peaks, all calls shall be answered within an average of seven (7) minutes or less.

3.6 The contractor shall review and reconcile daily rejected transactions to include carrier feed and BRAAT reports, as shown through an electronically generated report by GFSA. Transactions rejected from the carrier feed will be fixed prior to the next run.

3.7 The contractor shall respond to email inquiries for all serviced customers within two (2) business days from the receipt of the email (ET). In addition, the contractor shall respond to email inquiries received via the NavyBenefits@navy.mil email address. The contractors may respond to email requests in the U.S. via email or telephonically. Respond via email to personnel that are located overseas due to time zone differences. All email responses are to be copied into the current WTS. Inquiries outside the contractor’s scope of responsibility shall be forwarded to the CBC Liaison for resolution. The CBC Liaison shall be copied on all email responses.

3.8 The contractor shall be responsible for implementing technical or procedural changes to remain current with the benefit program areas.

3.9 The contractor shall enter and maintain workload in the current WTS as defined in established SOP, as written in attachments 1-6. The contractor shall electronically record and track the history of all contacts with customers (mailings, telephone calls, faxes, and emails), and actions rerouted to the CBC. New work shall be entered within one business day of receipt to ensure that WTS is updated continuously (in real time and not retroactively) and accurately completed (resolved) within 2 business days, if resolution can be made. The contractor shall also notate the disposition of each call in the WTS ticket. The contractor may be asked to scan documents in the e-OPF as necessary.

3.10 The contractor shall not enter non-benefit related calls or emails in the WTS. Some examples include calls referring to TWMS, myPay, employment, or verification of employment and myBiz. However, the contractor shall track non-benefit related calls for reporting purposes. The contractor shall use scripts provided by the CBC in responding to callers/emailers who have non-benefit related issues.

3.11 The contractor shall be responsible for all expenses associated with all required mailings. First class postage is required. Traceable mailings are identified in the SOPs, as written in attachments 5 and 6 or as required by regulation. One example is the follow-up letter to the employee requesting supporting documentation for a life or health insurance change. There is no requirement for the contractor to perform a QC on each benefit change. QC requirements are identified in SOPs, attachment 5 and 6. Notification letters shall be sent within 10 days from receipt of report to employees who are required to provide documentation for proof of coverage entitlement.

To assist in mailing costs, the contractor may combine mailings or utilize the employee’s government email address.

The contractor may forward attachments via email to employees who request that service. (Emails will be encrypted if PII data is provided.) This does not apply to traceable mailings. The use of employee’s personal email addresses can be used as long as no PII data is shared.

3.12 The contractor shall be responsible for scanning, uploading and verifying benefit documents in e-OPF as identified in the SOP as written in attachments 1-6. Upon request the contractor will manually prepare benefit election forms and upload to e-OPF as directed by the government. Documents shall be uploaded into e-OPF within

(15) business days after completion of all required actions unless otherwise specified in SOPs. Delay of scanning documents into e-OPF may occur during an FEHB/FEGLI OS when CSRs are needed to take calls, perform transactions. Other reasons include large mail outs and emails of employee notices. The contractor shall track the number of documents scanned to the e-OPF for reporting purposes.

3.13 The contractor shall be responsible for generating reports from the GFSA or their call center solution. The reports are used to perform certain tasks as written in the SOPs, attachments 3-8. Reports shall be generated timely and complete. . Examples of reports include LWOP, return to duty, QCs, reemployed annuitants, temporary employee notices and transaction statistics/workload reports and monthly production reports. In addition, due to changes in the regulations, the contractor may receive additional reports from the CBC. The reports will be completed in accordance with guidance provided by the CBC Liaison. This includes the annual FEHB OS, special benefit enrollment periods, mass transfers due to a change in payroll office, as well as a FEGLI Open Enrollment period.

3.14 The contractor shall shred all working notes, paper copies of forms, and any related documentation with customer transaction information, using the crosshatched method, after one year.

3.15 The contractor shall utilize DCPS and DFAS Remedy (or other application as identified) for problems with benefit elections in payroll and report as necessary to the proper CBC for correction. The contractor will determine who on the contractor’s staff will have access to DCPS and Remedy. Contractors will follow guidance for accessing and understanding the DFAS applications. Guidance will be provided after contract award. Contractor personnel will be required to take an online test for security measures and submit the request form to the CBC Liaison. The CBC Liaison or government personnel will submit it to DFAS for processing. The contractor is responsible for maintaining access to all GFSA (such as DCPS and Remedy accounts) and report within 24 hours a contractor’s loss of access.

3.16 Any SOPs included as part of this PWS are subject to change. New SOPs may be added and vetted as necessary in accordance with legislative or regulatory changes and new initiatives or improvement in business processes. SOPs, as written in attachments 1-6 identify contractor responsibilities, business processes, and time frames for completing various benefit processes. A final set of SOPs will be shared after contract. References to the Benefits Line in the SOPs are referring to the contractor.

4.0 PERSONNEL REQUIREMENTS

4.1 All employees of the contractor employed in the performance of work under this contract shall be employees of the contractor at all times and not employees of the government. All employees shall be a U.S. citizen. Each contractor employee must obtain and maintain Secret Clearance eligibility. No contractor employee will be given access to DON PII information or systems prior to approval. In order to access Government databases, the contractor contact center personnel shall have a favorably adjudicated T3 at a minimum. The cost if any to complete the NACLC to acquire a Secret eligibility level clearance shall be the responsibility of the contractor. The contractor shall use eQIP to initiate security investigations. The contractor is responsible for submitting all documents to OPM in obtaining the specified level of clearance stated above.

The Government shall issue a DD Form 254, DOD Contract Security Classification Specification to the contractor in order to complete the security process.

Once eligibility is approved, all contractor employees shall complete the following in Total Workforce Management system (TWMS):

Required Information Assurance Awareness (IAA)training; the latest: (1) DOD Cyber Awareness Challenge and (2) Department of the Navy Annual Privacy Training

System Authorization Access Request Navy (SAAR-N) form, OPNAV 5239/14.

4.1.A. Contractor employees will not be given access to the DON’s PII data or access to any system which contains PII data prior to clearance by the Government’s Security Manager and shall follow the government’s guidance to obtain approval for access from the Security Manager. The contractor shall provide documentation to the Security Manager in regards to security clearances via a Visit Authorization Request (VAR) in JPAS, in addition to building contractor employee profiles in JPAS. The Security Manager shall grant access to government systems under an interim clearance, at a minimum.

4.1.B. For each contractor employee, the contractor is required to submit a registration request in the Trusted Associate Sponsorship System (TASS). The Security Manager will process the TASS request allowing the contractor employee to obtain a CAC.

4.1.C. The contractor shall provide documentation to the Security Manager in regards to CACs and security clearances. Once the Security Manager grants access, each contractor employee shall acquire a government CAC.

CAC offices are listed in the GFE Resolution Procedures. Travel cost to acquire the CAC shall be the responsibility of the contractor. CACs are obtainable at military security offices, to include but not limited to Navy installations.

4.1.D. Contractor employees shall use the CAC to access government computers and applications, which require DOD digital certificates. All CACs shall be relinquished to the government upon a contractor employee’s separation, or upon the end of the contract period of performance.

4.2 Contact Center Personnel. Certain experienced personnel are essential for successful contractor accomplishment of the work to be performed under this contract. The Contact Center Manager and Lead Functional Assistant are considered key personnel. A detailed approach shall be submitted to describe the work experience and the qualifications for the Contact Center Manager and Lead Functional Assistant, which shall contain information sufficient to demonstrate that the proposed individuals meet the requirements set forth below. The knowledge and experience level of personnel will not require intercession by any CBC personnel to resolve problems.

4.3 No substitution or addition of key personnel shall be made except in accordance with the following. The contractor agrees that during the first 120 days of the contract performance period, no key personnel substitutions will be permitted unless an individual’s sudden illness, death, or termination of employment necessitates such substitutions. In any of these events, the contractor shall promptly notify the COR and provide a detailed explanation of the circumstances necessitating the proposed substitution. The contractor shall provide a complete resume for the proposed substitute, reflecting the same or greater qualification experience to the COR for review.

The COR will evaluate the requests for substitution and addition of personnel and forward to the CO for approval/disapproval. The CO will promptly notify the contractor in writing whether the request is approved or disapproved.

4.4 Contact Center Manager: (This is a Key Personnel Position as described in paragraph 4.2 and 4.3). Shall have five (5) years or more general supervisory experience in contact or call center operations. This skill experience shall be equivalent to General Schedule (GS)-0201-12, Supervisory Human Resources Specialist (Employee Benefits), as defined in the Position Classification Standards handbook for federal employees located on the OPM web site at:

https://www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/classifierhandbook.pdf. Experience in query-based systems is preferred. Shall have experience in:

directing work, monitoring workflow, evaluating performance, writing reports, analyzing data, identifying problems, and providing customer feedback. Shall have demonstrated customer service interface expertise and ability to prioritize assignments among equally time sensitive work projects. Shall have skill in following written directives, and inter-agency work protocols. Shall have ability to identify system generated problems and employee generated errors, providing a clear description of the issue and an easy-to-follow suggested resolution. Shall have conflict resolution techniques sufficient to interact in occasional highly charged emotional situations because of delicate or highly contested case matters and determinations. The Call Center Manager shall be co-located with the majority of the CSRs in order to supervise operations effectively. It is important that the manager/supervisor is available to ensure the day-to-day operations is performed in accordance with the provisions of this contract as well as following the policies/procedures in the SOPs, as written in attachments 3-8.

4.5 Lead Functional Assistant: (This is a Key Personnel Position as described in paragraph 4.2 and 4.3). The LFA shall possess a competent understanding of the regulations and policies involved in federal benefits processing.

Shall have three (3) or more years experience in processing and providing advice and guidance in Federal benefits (FEHB, FEGLI and TSP) gained within the last five (5) years. This skill experience shall be equivalent to General Schedule (GS)-0201-11, Human Resources Specialist (Employee Benefits), as defined in the Position Classification Standards handbook for federal employees located on the OPM web site at: https://www.opm.gov/policy-data-oversight/classification-qualifications/classifying-general-schedule-positions/classifierhandbook.pdf. Shall have demonstrated proficiency to lead/supervise personnel. The LFA shall be co-located with the majority of the CSRs in order to lead effectively. The day-to-day operations performed by LFA with the CSRs will allow the LFA to administer sound judgment and bring critical issues to the attention of the Contact Center Manager and CBC Liaison immediately. The LFA will ensure that the contractors remain competent and current on DON applications and issues. The LFA shall have a full range of demonstrated competencies in FEHB, FEGLI and TSP programs. Shall have customer service relationship skills to address complaint and problem resolutions, ability to identify critical issues and bring to the attention of the Contact Center Manager (as applicable) and provide sound judgment in recommending solutions as appropriate, ability to advise/resolve moderately complex, non-controversial, procedural or recurring issues for which there are one or more readily apparent solutions.

4.6 Customer Service Representative: Shall have a minimum of one year experience in customer service/customer relations in addressing complaints/resolving problems and skill in clearly communicating factual and procedural information orally and in writing. Shall have skill in office automation, data entry and retrieval and is a qualified typist (40 words per minutes). All CSRs under the life of the contract shall have the training identified in section

6.0. In addition, all CSRs shall possess sufficient technical knowledge, at the full performance level, of FEHB, FEGLI and TSP and the GRB Platform to answer questions identified in reference material and related web sites.

CSRs will guide employees to retirement information on the CBC or other approved web sites or refer employees to a CBC Specialist.

*Please note the government recognizes that contractor CSRs may be hired at the entry level, not possessing the skills required to be at the full performance level. In such cases, the contractor is permitted to delegate certain tasks to these entry level CSRs, such as allowing them to respond to calls that are less technical in nature in order to gain proficiencies of the skill level required. Some examples include assisting employees with accessing GRB Platform, mailing forms, working internal reports, scan and upload documents to e-OPF. However, CSRs in training, will have their calls/work monitored to ensure accurate information is given until such time the contractor has certified that the CSR is competent.

4.7 Administrative Clerical Support: Shall be able to follow directions and communicate with office staff. Ability to print, sort, file, copy, scan and upload documents to e-OPF, retrieve and organize information; experience with office equipment such as computers, copiers, fax machines, scanners, and typewriters and the ability to enter data in spreadsheets, databases, and reports.

4.8 Computer Specialist (Technical): Shall have a minimum of one-year experience in Windows 10 or higher and server maintenance. Shall be able to troubleshoot technical problems (workstation, communication (data and voice) and LAN) within the contact center and between the contact center and the government’s IT personnel. Shall be able to communicate orally and in writing.

4.9 Telework: The contractor is permitted to allow telework, but the COR, must authorize. The contractor will comply with all guidelines set forth in DON’s SECNAV Instruction 12271.1., and OCHR Norfolk Instruction 12600.1C to include sharing with the COR training certificates and signed telework agreements/forms. The COR retains the right to rescind telework privileges if a contractor fails to meet the QASP. The contractor is only authorized to work on the GFE from within the contractor’s approved working facilities or authorized telework site.

5.0 TRAINING REQUIREMENTS

5.1. In the event the contractor has previously operated a Navy Benefits Contact Center, the LFA shall receive annual benefits update training that will be taken from the “Approved Provider Courses” listed in section 5.6 below.

Substitution of similar courses shall be subject to COR review/approval by the COR. Courses will be completed at the contractor’s expense. Written verification of completion of courses shall be provided to the CBC Liaison.

5.2 If the contractor has not previously operated a Navy Benefits Contact Center, the LFA and the CSRs will be expected to attend a one-time government-furnished, on-the-job training (at the contractor’s facility or virtual via an authorized collaboration tool) to learn the Navy systems and benefits applications and SOPs, as written in attachments 3-8. The training will occur during the transition period. After the one-time government furnished training, subsequent hired employees shall be trained at the contractor’s expense.

In order for the training to take effect, the Contractor will ensure the following service/equipment is in place:

a) Internet access service speeds/bandwidth sufficient to handle a VPN session (to government resources) from a laptop, desktop, tablet PC, etc.

b) A video projection system, or monitor system that will allow all class participants (locally or remote) to view/read the projected information where the source info is from a workstation, tablet PC, or other projection device.

c) If needed, a sound system sufficient to carry sound throughout the room for all participants to hear the speaker/instructor/ trainer. The system needs to be sufficient to work over the internet/NIPRNET to reach remote students as needed.

d) At a minimum, Plain Old Telephone Service line that allows telephone calls to and from the classroom. When dialing the Call Center Toll Free line (888-320-2917), the call should connect and the main menu can be heard.

5.3 Contractor personnel shall be trained on the benefit SOPs and general business practices and training on GFSA.

Training to the GFE/GFA will be completed after contract award. The contractor shall ensure that the LFA and CSRs are competent to use the applications and understand the SOPs, as written in attachments 3-8 before they respond to callers or emails.

5.4 Prior to the government-furnished training, the LFA and the CSRs shall complete two (2) or more of the training courses listed under the Approved Provider Courses in section 5.6 below, at the contractor’s expense, and provide proof of successful completion to the COR. The contactor can expect that two or more training classes can be completed within one week.