N02CO51028-27_Amendment_1_Package.pdf

RFP N02CO51028-27

Amendment 1 Page 2 of 16

NATIONAL CANCER INSTITUE

N02CO51028‐27

AMENDMENT #1

SOLICITATION UPDATES:

1. Section M.4 – Technical Evaluation Factors (page 82‐85) is deleted in its entirety and revised as follows:

TECHNICAL EVALUATION FACTORS

The evaluation factors are used by the technical evaluation committee when reviewing the technical proposals. The factors below are listed in the order of relative importance with weights assigned for evaluation purposes.

A. UNDERSTANDING OF THE WORK/TECHNICAL APPROACH 50PTS

Adequacy of the technical approach to operate the NCI Contact Center in performing all tasks in the Statement of Work.

1. Demonstrated clear understanding of program objectives.

2. Demonstrated ability to develop, implement and evaluate training in a multi‐channel contact Center.

3. Demonstrated clear understanding of quality assurance standards for 1) service access;

2) service quality and; 3) customer satisfaction and requirements when improvements are needed.

4. Suitability of management approach that demonstrates flexibility and creativity in staffing multiple access channels for multiple time zones and service in English and Spanish.

5. Demonstrated ability to operate NCI Contact Center and to meet all key performance indicators of the contract.

6. Demonstrated understanding of the importance of data collection and reliability and completeness of information collected.

7. Suitability of proposed approach to address challenges of training new Information Specialists and transitioning from close monitoring to independent functioning in their role in addressing inquiries through multiple channels.

8. Demonstrated forward thinking and innovative approach to the overall operation of the contact center.

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B. EXPERIENCE AND CAPABILITIES OF KEY STAFF AND ADDITIONAL PERSONNEL 30PTS

Key Personnel: Program Director (PD), Key Personnel

1. Program Director Appropriateness and adequacy of the education, training, experience, expertise, knowledge and effort of the proposed PD with respect to the following:

a. Suitability of experience in managing a Contact Center operation, administering a budget, overseeing management staff, and managing the relationship between the NCI and the contracting organization; and,

b. Extensive familiarity with all aspects of the Contact Center operation as outlined in the Statement of Work.

2. Contact Center Manager (CCM) effort of the proposed CCM with respect to the following:

a. Demonstrated in‐depth knowledge and experience in all aspects of contact center management outlined in the Statement of Work;

b. Demonstrated ability to successfully staff, schedule, and operate a multi‐channel contact center; and

c. Demonstrated Excellent leadership and management skills and ability to work in a fast‐ paced environment that demands flexibility and innovation.

3. Training Manager (TM) Appropriateness and adequacy of the education, training, experience, expertise, knowledge and effort of the proposed TM with respect to the following:

a. Demonstrated ability to design, develop, implement and evaluate training programs, as outlined in the Statement of Work;

b. Demonstrated ability to use training tools, resources, applications and databases to provide training for staff; and

c. Demonstrated understanding of the relationship between training, quality management and supervision.

4. Oncology Certified Nurses (OCNs) effort of the proposed OCNs with respect to the following:

a. Demonstrated comprehensive understanding of cancer, and the skills and experience required as outlined in the Statement of Work.

5. Other Personnel Appropriateness and adequacy of the education, training, experience and expertise of proposed personnel of the Offeror to carry out the contract requirements with respect to the following:

a. Justification for the number of proposed Information Specialists (IS) and the ratio of supervisory staff to the number of IS proposed;

b. Appropriate staff to ensure sufficient supervision is provided to Information Specialists;

c. Management of a complex program that requires continuous attention to all management aspects outlined in the Statement of Work;

d. Evidence that all key performance indicators are met;

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e. Ensuring that staff have the training, tools and skills needed to fulfill the Statement of Work;

f. Management of the budget based on efficiency and best value; and,

g. Maintaining communications with NCI Project Officers and Contracting Officer to ensure contract compliance.

h. Demonstrated ability to perform Scenario A: Training Plan on Palliative Care. See

ATTACHMENT 5 Additional Technical Proposal Instructions.

C. ORGANIZATIONAL EXPERIENCE 15PTS

The proposal demonstrates:

1. Prior successful experience in operating a multi‐channel contact center, including: quality management and improvement, staff recruitment, training, performance, quality and budget management;

2. Organizational expertise about cancer including:

a. Understanding of the cancer continuum from prevention to survivorship;

b. Knowledge concerning cancer sites; and;

c. Organizational knowledge, capacity and resources that support the needs of the Contact

Center, including an understanding of health communication research; and

d. The proposed staffing plan is clearly applicable and appropriate for all tasks outlined in the

D. FACILITIES, SECURITY, EQUIPMENT AND SYSTEMS 5PTS

Adequacy of proposed facilities:

1. Space to accommodate proposed staff and equipment;

2. Sufficient access to supervisory staff for Information Specialists;

3. Space for training activities, including space for confidential conversations, small group meetings, and coaching/mentoring sessions;

4. Documented security of personnel, facilities and program;

5. Adequate software and systems; and

6. Demonstrated ability to perform Scenario B: Video Chat Pilot Program. See Attachment 5:

Technical Proposal Instructions.

E. TRANSITION PLANS

TRANITION IN‐ ACCEPTABLE/UNACCEPTABLE

The offeror shall demonstrate a transition phase‐in plan that would support a smooth transfer of responsibility from the incumbent contractor. This criterion would be rated as either: acceptable or unacceptable. Please note, the incumbent contractor will not need to submit a transition‐in plan and will be rated as “neutral”.

TOTAL: 100 PTS

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QUESTIONS AND ANSWERS

The following are answers to questions received from potential offerors.

Question 1:

Page 11 of the Statement of Work includes Options for Additional Services. These options consist of “services to Veterans enrolled for care at VA and to assist in increasing capacity and training to meet increased demand from Veterans.” Should the VA work, budget, etc., be included in the offeror’s response to the RFP or is this strictly for the NCI contact center?

Answer 1:

The Offeror’s technical proposal must address all areas of the Statement of Work, including Options for Additional Services. Potential offerors shall include a budget for both the NCI contact center and the VA work.

Question 2:

Please clarify the specific Technical Proposal page limitations as conflicting information is provided in the Solicitation and Attachment 1 as follows:

a. Solicitation, p. 1, states: “Page limit is 150 pages”

b. Attachment 1, p. 2, under B.1, states: “The total page limitation for the entre technical proposal package is 50 pages, including appendices and attachments.”

c. Attachment 1, p. 2, on “Submission and Applicable Page Limitations” Chart specifies that the page limit for the Technical Proposal is 150 pages (including all attachments).

Answer 2:

The page limit for the technical proposal is 50 pages. The page limit for the entire technical proposal package is 150 (including all attachments). There is no page limit for the Business Proposal.

Attachment 1, Packaging and Delivery of Proposals, has been revised to reflect this.

Question 3:

The RFP cover page and Attachment 1, p. 2, state that the Technical Proposal page limit is 150 pages.

However, Attachment 1, page 2, also states in B1 that the page limit is 50 pages. Can the Government confirm that the total page limit is 150 pages? If this is not correct, can the Government clarify the correct page limitation?

Answer 3:

The page limit for the technical proposal is 50 pages. The page limit for the entire technical proposal package is 150 (including all attachments). There is no page limit for the Business Proposal.

Attachment 1, Packaging and Delivery of Proposals, has been revised to reflect this.

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Question 4:

Are the responses to the two scenarios (Training Plan on Palliative Care and Video Chat Pilot Project) required on page 2 of Attachment 5, “Additional Technical Proposal Instructions”, to be provided as attachments or contained within the body of the Technical Proposal?

Answer 4:

Responses to the two scenarios are to be provided as attachments.

Question 5:

Please clarify that items 1‐13 listed in Article B4. Provisions Applicable to Direct Costs (p. 5 of the Solicitation) can be charged to the contract if approved by the Contracting Officer.

Answer 5:

The items identified in Article B.4 Provisions Applicable to Direct Costs are generally unallowable costs, unless approved by the Contracting Officer. If approved, the costs will be included in Article B.4 of any resultant contract and will be considered allowable costs.

Question 6:

Please clarify the requirement of the incumbent contractor with regard to a transition in plan as the stated requirements are ambiguous based on the following:

a. Section M, E. Transition Plans, indicates that “the incumbent contractor will not need to submit a transition‐in plan and will be rated as ‘neutral’”.

b. Task 13: Transition Planning (p. 10 of Attachment 3), Item 1 requires a transition in plan.

c. Page 2 of Attachment 5 under Item 3.b refers to and expands upon the requirements of Task 13 of Attachment 3, including that the resultant document is to be provided as an attachment.

Answer 6:

All Offerors, with the exception of the incumbent, will need to submit a transition‐in plan as outlined in Attachment 5, page 2. The incumbent contractor will be rated as “neutral”.

Question 7:

Please clarify the specific proposal submission requirements as the Solicitation and Attachment 1 contain conflicting information as follows:

a. Solicitation, p. 51, “Authorized Official and Submission of Proposal” states in part that:

“Proposals will be typewritten, paginated, reproduced on letter size paper, printed/copied double‐sided, on at least 30 percent post‐consumer fiber paper, as required by FAR 4.302 (b)”.

b. Attachment 1, “Packaging and Delivery of the Proposal”, references online submission requirements throughout (see I, II, and Submission and Applicable Page Limitations chart).

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Answer 7:

Offerors shall follow the instructions in Attachment 1, “Packaging and Delivery of the Proposal” and submit all proposals online via eCPS.

Question 8:

Please clarify if the NCI Contact Center will be responding to Publications Order requests. On Attachment 9, p. 1, under “Telephone”, the second sentence reads, “These data do not include calls for publication orders that are answered by the Publications Ordering Service.”

Answer 8:

The NCI Contact Center will not be responding to Publications Order requests.

Question 9:

On page 6 of Attachment 3, Task 7 (Innovation and Strategy Planning), item 4, states: Work closely with NCI/OCPL to assure optimal integration of Contact Center operations with NCI/OCPL business lines.

This includes participating in discussions around organizational dynamics and the associated Risks and Opportunities resulting from these dynamics.

Could we get further clarification/examples of the current business lines and organizational dynamics?

Answer 9:

NCI Organizational charts are included as Attachment 9. An NCI OCPL organizational chart has been included below. Based on the priorities of the Office of Communications and Public Liaison (OCPL), the Contact Center and Patient Inquiries Branch (CCPIB) will involve the Contact Center in discussions where Contact Center resources can be appropriately leveraged. Contact Center staff are also encouraged to submit ideas and suggestions for involvement in any and all NCI and OCPL programs and priorities.

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Question 10:

Section M “Evaluation Factors for Award”, pp 82‐85 of the Solicitation, identifies the Technical Evaluation Factors with weights assigned as follows:

A. Understanding the Work/Technical Approach: 40 points B. Experience and Capabilities of Key Staff and Additional Personnel 30 points C. Organizational Experience 15 points D. Facilities, Security, Equipment and Systems 5 points E. Transition Plan (no pts specified)

The points listed do not add up to 100 as indicated; the assigned point totals add up to 90 instead. Also, please clarify that the Technical Evaluation Factors with weights assigned (total points possible) is identical for both incumbent and non‐incumbent offerors.

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Answer 10:

The correct weights are as follows:

A. Understanding the Work/Technical Approach: 50 points B. Experience and Capabilities of Key Staff and Additional Personnel 30 points C. Organizational Experience 15 points D. Facilities, Security, Equipment and Systems 5 points E. Transition Plan (no pts specified)

Total points possible are identical for the incumbent and non‐incumbent offerors. The transition plan is rated as acceptable/unacceptable. Section M.4. “Technical Evaluation Factors” has been revised and is included at the beginning of this document.

Question 11:

Please clarify all “key personnel/staff” as this designation is inconsistently identified as follows:

a. Section M, p. 83 of the Solicitation, lists the following key personnel:

Program Director Contact Center Manager Training Manager

b. Section B, pp. 3‐4, of Attachment 5, lists the following key staff:

Program Director Contact Center Manager Training Manager Oncology Certified Nurses

In addition, p. 7 of Attachment 5, under Key Staff for Additional Services includes:

Training Manager (VA Quitline)

Answer 11:

Both Section M, page 83 of the solicitation and Section B, page 3‐4 of Attachment 5 lists key personnel/key staff as follows: Program Director, Contact Center Manager, Training Manager and Oncology Certified Nurses. Key personnel/key staff identified for Additional Services on page 7 of Attachment 5 consists of a Training Manager. Offerors are free to propose additional staffing for the Additional Services Option.

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Question 12:

Please clarify the letter of commitment requirements as the Solicitation and Attachment 5 contain contradictory instructions as follows:

a. The Solicitation, on p. 68 under “3. Additional Personnel” states in part:

For all proposed personnel who are not currently members of the offerors staff, a letter of commitment or other evidence of availability is required.

b. Page 8 of Attachment 5 under “d. Additional staff (if proposed by offeror)” states:

ii. Letter of commitment/availability of all additional personnel;

Answer 12:

Letters of commitment are required for all proposed personnel who are not currently members of the offeror’s staff. Letters of commitment are also required for consultants.

Question 13:

Are the “additional personnel” referenced in Q12 above defined as positions other than those identified on p. 49 of the Solicitation?

Answer 13:

Additional personnel include positions other than those identified on page 83 of Section M.

Question 14:

What are the specific duties and responsibilities of the Science Writer identified on page 49 of the Solicitation?

Answer 14:

The specific duties and responsibilities for the Science Writer identified on page 49 of the solicitation are included within the specific duties and responsibilities of the Information Specialists in Attachment 5, page 5. The Science Writer label on page 49 was used to allow for the possible inclusion of senior level Information Specialist staff who have advanced skills to respond to more complex written correspondence in English and consults on similar Spanish inquiries. SWs triage and handle only written correspondence (letters) and Cancer.gov E‐mail.

Question 15:

On page 1 of the solicitation, the Government indicates the page limit is 150 pages. However, in Section III.B of Attachment 1 – Packaging and Delivery of Proposals, the solicitation indicates 2 different page limits (50 pages and 150 pages) for the technical proposal. Would the government please clarify whether the page limit for technical proposals is 50 pages or 150 pages?

Answer 15:

See response to questions 2 and 3 above.

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Question 16:

May offerors append and exclude from the page limit their responses to the following requirements?

Information Security (required on solicitation pages 55‐66, Important Note to Offerors).

Schedule for completion of the work and delivery of items specified in the Statement of Work (required on solicitation page 67 – Technical Proposal Instructions – Item 1.a.4).

Transition‐in Plan (required of all offerors except the incumbent, as required in Attachment 5 – Additional Technical Proposal Instructions – page 2 of 10).

Scenario A and B responses, four pages each [Scenario A: Training Plan on Palliative Care and Scenario B: Video Chat Pilot Project] (required in Additional Technical Proposal Instructions – solicitation page 2 of 10).

Floor plans (required per Attachment 5 – pages 9‐10 of 10).

Also, would the government please confirm the following required forms will be excluded from the page limit?

Project Objectives (NIH Form 1688‐1), per Attachment 5 – page 1 of 10.

Government Notice for Handling Proposals, per Attachment 5 – page 1 of 10.

Proposal Summary and Data Record (NIH‐2043), per Attachment 5 – page 1 of 10.

Answer 16:

Responses to Information Security, Schedule, and Transition‐in Plan are all part of the technical volume and will be included as part of the 50‐page limitation. Scenarios A and B and Floor Plans are excluded from the 50‐page technical limitation. They are, however, included in the 150 total page limitation. The Project Objectives and Government Notice for Handling Proposals requirements have been removed from Attachment 5. The Proposal Summary and Data Record form is to be submitted as part of the business proposal.

Question 17:

Is it possible to extend the proposal due date to 1 November 2016?

Answer 17:

At this time, the Government does not anticipate extending the proposal due date.

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Question 18:

Under task 1, the National Organizations that Offer Support Services Database is listed as a separate channel through which inquiries are received, but the website http://supportorgs.cancer.gov/ only provides the phone number and link to the LiveHelp channel. Why is this listed as a separate channel?

Can the Government provide more information on the ways in which it serves as a separate contact channel?

Answer 18:

The National Organizations that Offer Support Services itself is a channel for the public to identify potential sources of support. The Offeror will be responsible for the review and maintenance of information contained within this database as well as the triaging of submissions from organizations requesting inclusion.

Question 19:

The RFP includes the “single Principal Investigator/Project Director” as a key position. Attachment 5, Additional Technical Proposal instructions, includes a “Program Director” key position. Can the Government confirm whether these positions are the same or different?

Answer 19:

The positions are the same.

Question 20:

Can the Government confirm that as stated in Attachment 5, the Training Manager for the Options for Additional Services is considered key personnel?

Answer 20:

The Training Manager is considered key personnel for the Additional Services Option.

Question 21:

Attachment 5 requires that oncology certified nurses maintain “at least one of the following certifications OCN, CPON, AOCNP and/or AOCNS.” Will the Government accept certifications that are in process and will be awarded by contract start to meet this requirement? Or will a specific number of years of experience in a similar role be considered as a substitute for these certifications?

Answer 21:

The Government will accept certifications that are in process as long as they will be awarded prior to the start of the contract. Specific number of years of experience in a similar role will not be considered as a substitute for these certifications.

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Question 22:

Can the Government clarify the submission requirements for the business proposal? Attachment 1 to the RFP requests that business proposals be submitted online via eCPS, as a combined PDF with a separate Excel version of the budget spreadsheet. Attachment 10, Additional Business Proposal Instructions, says, “The proposed budget should be presented in an Excel Spreadsheet. One hard copy version of the Budget Proposal shall be submitted, along with one unbound hard copy, and an electronic version. “Bound” indicates the use of ring binders or other type of report covers or folios. With the exception of the single unbound hard copy, proposals shall not be bound with rubber bands. In addition to the hard copies requested, copies of the spreadsheets shall be submitted on 2 CD‐ROMs.” Can the Government confirm that business proposals are only required to be submitted electronically via eCPS as specified in Attachment 1?

Answer 22:

Offerors shall follow the instructions in Attachment 1, “Packaging and Delivery of the Proposal” and submit all proposals online via eCPS.

Question 23:

Can Offerors propose a different level of effort to that estimated by the Government on p. 49 of the RFP if they believe it will be more advantageous to the Government?

Answer 23:

The Offeror may propose a different level of effort than estimated by the Government if they believe it will be more suitable and advantageous to the Government.

Question 24:

Attachment 5, p. 1: The Proposal Summary and Data Record form is requested as part of Section 1 of the Technical Proposal. Page 42 lists it as a Business Proposal attachment and page 52 seems to indicate that it should be submitted with the business proposal. Can the Government confirm that this form should be included with the business proposal only?

Answer 24:

The Proposal Summary and Data Record form is to be included with the business proposal only.

Attachment 5 has been revised to remove the requirement.

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Question 25:

Can the Government provide the correct Project Objectives form and the Government Notice for Handling Proposals that the Additional Technical Proposal Instructions attachment say must be submitted with proposal responses?

Answer 25:

The Project Objectives form and the Government Notice for Handling Proposals is not required for this acquisition. These requirements have been removed from Attachment 5

Question 26:

On page 55 of the RFP, the past performance requirements are “A list of the last 3 contracts completed during the past Three years and currently being performed that are similar in nature to the solicitation workscope.” Does the Government want offerors to provide:

A total of 3 past performance references, either ongoing or completed, or

A total of 6 past performance references, 3 ongoing and 3 completed?

Answer 26:

Offerors are to provide a total of 3 past performance references, either ongoing or completed within the last three years.

Question 27:

Do subcontractors need to submit a copy of their travel policy per p. 81 of the RFP if no travel is expected of them?

Answer 27:

Subcontractors do not need to submit a copy of their travel policy if no travel is being proposed.

Question 28:

Page 81 asks subcontractors (if proposed) to provide a “complete cost proposal in the same format as the offeror’s proposal.” Does this mean that subcontractors also have to provide their own Qualifications of the Offeror and Past Performance sections, or are these sections only relevant for the Offeror’s business proposal?

Answer 28:

Qualifications of the Offeror (as they relate to past performance) and Past Performance sections (paragraph 11 on page 80) are only required for the Prime Offeror. Subcontractors must submit their proposed costs utilizing the same spreadsheet used by the Prime Offeror.

Amendment 1 Page 15 of 16

Question 29:

The evaluation criteria provided in Section M of the RFP add up to 90 points. Can the Government correct the allocation of points to total to 100, or confirm that the total of 90 points is correct as is?

Answer 29:

See response to Question 10 above.

Question 30:

Can Offerors use fonts smaller than 10 point in graphics, as long as they remain easily readable?

Answer 30:

Per attachment 1, the font size must be 10 to 12 points. Font size shall be no smaller than 10 points.

Question 31:

In Attachment 5, pp. 7‐8, the requirements for resumes include “indicate any other commitments of key personnel (those commitments beyond the proposed position on the contract).” This information is also requested on the required Summary of Related Activities form. Do offerors also need to list these commitments in the key personnel resumes?

Answer 31:

If the information is provided in the Summary of Related Activities form, offerors do not need to list other commitments of key personnel in resumes. This requirement has been removed from Attachment 5.

Question 32:

The SOW (Attachment 3, p. 8), item A2, asks the contractor to “work with the Government and other service providers to ensure that all telecommunications equipment and circuitry required to support the contract is fully operational within 30 days of contact award, “ and specifically to:

“a. Verify that there are enough telephone (fiber) facilities to the building to support a T3 circuit

b. Circuitry will be provided by the Federal Government to the Contractor at the beginning of the contract.”

Does the term “circuitry” in item b above include a router and the monthly cost of a T3 circuit?

Answer 32:

Yes, the Federal Government is responsible for ordering the circuits and router and is responsible for all monthly charges associated with the circuit.

Amendment 1 Page 16 of 16

Question 33:

Is this a fixed fee contract as stated on page 4 in Article B.3b “Estimated Cost Option”, or a Cost Reimbursement contract as stated on page 49 c.2 “Types of contract and number of awards.”

Answer 33:

It is anticipated that the Government will award a Cost Plus Fixed Fee Level of Effort type contract.

Question 34:

Can it be assumed that the VA quitline hours of operation will match the Contact Center hours of operation?

Answer 34:

The VA quitline hours of operation will be the same as the Contact Center hours of operation.

Question 35:

Please clarify whether the Budget should include the costs for the Contact Center and the Options for Increased Capacity together or separately.

Answer 35:

Offerors should include a breakout of costs for each option separately. Total costs for the Contact Center and Option for Increased Capacity should be included in the “Summary of Proposed Costs”.

Offerors shall prepare their budgets by using the electronic spreadsheet format provided in Attachment 13, Breakdown of Proposed Estimated Cost (Plus Fee) and Labor Hours. The spreadsheet may be downloaded by clicking the following link:

https://oamp.od.nih.gov/content/breakdown‐proposed‐estimated‐cost‐plus‐fee‐and‐labor‐hours

Packaging and Delivery of the Proposal for Non Research and Development and Non Research and Development Support—for Use with eCPS

I. PROPOSAL SUBMISSION

A. The National Cancer Institute (NCI) currently requires proposals to be submitted via Online.

II. ONLINE SUBMISSION OF ELECTRONIC PROPOSALS

A. eCPS PROPOSAL SUBMISSION PROCESS.

1. Follow the “How to Submit an Electronic Proposal” instructions provided on the eCPS website at: https://ecps.nih.gov/NCI/home/howto

2. Offerors are required to submit an electronic copy of proposals online through the NCI electronic Contract Proposal Submission (eCPS) website at:

https://ecps.nih.gov/NCI.

III. FORMATTING AND PAGE LIMITATIONS:

A. Formatting for proposals submitted online through eCPS:

1. Proposals may not include links to internet web site addresses (URLs) or otherwise direct readers to alternate sources of information.

2. Font size must be 10 to 12 points.

3. Spacing should be no more than 15 characters per inch. Within a vertical inch, there must be no more than six lines of text.

4. Margins must be at least one-inch on all sides.

5. Offerors shall only use letter-sized pages (8.5 x 11”).

6. The proposal with pagination, including appendices, shall have formatted sections, cross-referenced, and include a detailed Table of Contents with page references.

7. Each of the proposals, Technical and Business, must be separate and complete in itself, so that evaluation of one may be accomplished independently of, and concurrently with, evaluation of the other.

8. Your proposal shall be organized as specified in SECTION L.2. General Instructions.

9. Failure to adhere to the formatting requirements above may impact whether your proposal is reviewed in its entirety.

ttachment 1 RFP No. N02CO51028-27

Attachment 1 Amendment No. 1

B. Number of copies and applicable page limitations:

1. The total page limitation for the technical proposal is 50 pages and 150 pages for the entire technical proposal package including attachments. Total page count does not include: Title Page and Back Page; Table of Contents; Section Dividers that do not contain information other than title of Section; Resumes/CVs; HHS Section 508 Product Assessment Template; and Summary of Related Activities forms.

2. Pages in excess of this limitation will be removed from the proposal and will not be considered.

SUBMISSION

Document Items to be Submitted Page Limitation

Technical Proposal ONLINE (using the eCPS website) One (1)electronic copy of the Technical Proposal (including all Attachments)

50 pages for the technical proposal; 150 pages for entire technical proposal package including attachments

Business Proposal

ONLINE (using the eCPS website) One (1) submission containing two files, as instructed below.

1. One (1) electronic PDF copy of the Business Proposal (with all Attachments including the PDF rendering of the Breakdown of Proposed Estimated Costs (plus Fee) with Excel Spreadsheet).

2. One (1) Electronic Cost Proposal Excel Workbook See Solicitation Section J, Attachment entitled Breakdown of Proposed Estimated Costs (plus Fee) with Excel Spreadsheet to access the Excel Workbook. Microsoft Excel 2007 version or later is required.

N/A ttachment 1 RFP No. N02CO51028-27

Attachment 1

ADDITIONAL TECHNICAL PROPOSAL INSTRUCTIONS

The following additional Technical Proposal instructions are meant to provide additional instructions as well as a uniform format for technical proposals. The information requested in these instructions should be used as a guide for formatting and preparing the proposal. Offerors should follow the instructions in Section L of the solicitation, plus include the information requested in this Attachment.

Offerors are advised to give careful consideration to the Statement of Work (SOW), all reference material, and attachments, the technical evaluation criteria, and the RFP as a whole, in the development of their Technical Proposal.

Offerors who propose subcontracts to perform portions of the Statement of Work should clearly identify the specific sections for which they plan to utilize subcontractors, as well as the method and level of integration between the prime and subcontractor(s), and the expected advantages of such an approach.

TECHNICAL PROPOSAL – TABLE OF CONTENTS

General Instructions

SECTION 1

1. PROPOSAL TITLE PAGE. Include RFP title and number, name of organization, DUNS number, proposal part, and identify if the proposal is an original or a copy.

2. TABLE OF CONTENTS

SECTION 2: TECHNICAL DISCUSSIONS

A. Understanding of the Work/Technical Approach

Offerors should provide a detailed work plan indicating how each area of the Statement of Work is to be accomplished. The technical approach should be sufficient in detail to full explain the proposed technical approach or method.

1. Describe how the project is to be organized, staffed and managed and demonstrate an understanding of management challenges, and time frames for planning and accomplishing the work to be performed.

2. Organize the proposal by the four evaluation criteria. The proposal should be formatted according to the following major headings: 1) Understanding of the Work/Technical Approach, 2) Experience and Capabilities of Key Staff and Additional Personnel, 3) Organizational Experience, 4) Facilities, Security, Equipment, and Systems, and 5) Transition Plans.

Page 1 of 10 RFP No. N02CO51028-27 Attachment 5

3. Demonstrate the Offeror’s ability to meet the objectives of NCI Contact Center (CC), ability to deliver service on all access channels included in the solicitation and ability to provide service in English and Spanish.

a. Demonstrate an understanding and plan for the execution of the Statement of Work.

b. Transition In Plan to new contract (Task 13) which includes:

i. Timeline and approach for hiring and training staff;

ii. Description of how access channels will be staffed;

iii. Estimated number of staff to be hired and trained for each position;

iv. Timeline and description of renovations and preparation of office space, including: build out, installation of telecommunication and computer wiring, installation of desks and additional furniture, installation of phones and computers;

v. Plan for reporting status of transition and;

vi. Include as attachment, not to exceed 5 pages.

c. Adequacy of the response to Two Scenarios (not to exceed 4 pages for each scenario)

The scenarios described below provide examples of actual situations that the contractor may encounter in the course of performing the Statement of Work.

Responses to these scenarios should demonstrate understanding of quality management, training and ability to manage a program with changing staffing requirements. Pertinent issues related to performing the task or solving the problem should be presented.

Scenario A: Training Plan on Palliative Care - In daily interactions with clients, Information Specialists (IS) must frequently discuss palliative care as a key concept in the cancer continuum. Develop a training plan designed for Information Specialists on the topic of palliative care.

Scenario B: Video Chat Pilot Project – NCI wishes to explore the use of Video Chat in operations of the Contact Center. During this pilot, clients would be able to schedule a time to Video Chat with an Information Specialist (IS). Initially, these chat sessions would be limited to Clinical Trials Searches and Referral Information. Describe how you would implement, manage, and evaluate Video Chat performance. Address challenges and opportunities of this alternative approach in staffing the Contact Center. It is assumed that ¼ of Contact Center agents would be skilled for Video Chat, with no more than 15 Video Chat session scheduled per business day.

Page 2 of 10 RFP No. N02CO51028-27

B. Experience and Capabilities of Key Staff and Additional Personnel

See end of Technical Proposal Instructions for a description of Key Staff and Additional Personnel required for the proposal.

Key Staff

Key Staff will consist of the following: Program Director (PD), Contact Center Manager (CCM), Oncology Certified Nurses (OCN), and Training Manager(TM).

The following describes the Key Staff positions, the number of key personnel required on the contract, and required qualifications:

1. Program Director

Describe the education, training, experience, expertise, qualifications and percentage of effort of the proposed Program Director(s) to lead and direct activities to be carried out, including: overall management, budget management, and day-to-day operations of the contract. The PD will be the primary contact for the Government regarding contract implementation and is responsible for staffing NCI’s CC to ensure overall program management and attainment of performance standards.

The PD should have background and experience in managing complex budgets, human, and other administrative resources concerned with the operation of a major communications program. This position is responsible for effective communications with NCI. The PD is responsible for effective communication with the contracting organization to ensure support for the program and a positive relationship with the contracting organization. A chief obligation of the PD is to ensure that contract staff is fully informed of communications from the Government in a timely way and that management systems ensure that all contract deliverables are met.

2. Contact Center Manager

Describe the education, training, experience, expertise, qualifications and percentage of effort of the proposed Contact Center Manager(s) (CCM). Document relevant qualifications for: the day-to-day operations of a multi-channel CC including, but not limited to: telephone (cancer information and smoking cessation inquiries), LiveHelp, and Cancer.gov E-mail. The CCM should have extensive experience in managing a multi-channel contact center and must have strong knowledge of performance and quality management. The CCM shall have the ability to mobilize staff to adapt to new technologies and program priorities.

The primary responsibilities of the CCM are:

a. Ensure staffing for all access channels consistent with performance measures;

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b. Ensure adherence to schedules, real time management of staffing and contact queues and provide all needed information to ensure successful operation of the Government’s workforce management system;

c. Manage organizational performance;

d. Ensure that a comprehensive training plan is implemented in the CC for all staff;

e. Ensure a comprehensive quality assurance process is implemented in the CC;

f. Ensure that staff have adequate supervision, resources and equipment needed to perform their work; and

g. Ensure effective planning and implementation of research activities to be performed in the Contact Center.

3. Training Manager

Describe the education, training, experience, expertise, qualifications, role in the project and percentage of effort of the proposed Training Manager to perform the following tasks:

overseeing and implementing the CC training program as described in the Statement of Work, Task 3. Describe how the Training Manager will adhere to Government policies and guidelines related to training and program operations. Describe the Training Manager’s relevant training experience, relevant training certification, and/or an advanced degree with a concentration in education or related field.

Describe the Training Manager’s competency in: training curriculum design and development, assessment of learning needs, implementation of a comprehensive training program that includes all aspects of training outlined in Task 3, development of professional development plans, and assessment of training results. The Training Manager integrates results of training with other contact center processes including hiring, quality monitoring and performance management. Describe the Training Manager’s Cancer knowledge, organizational management, and communications experience.

The primary responsibilities of the Training Manager are:

a. Ensure quality of training for all staff, including training on all access channels;

b. Track outcomes of training on performance;

c. Collaborate with CCM, supervisors and Oncology Certified Nurses in delivery of training and coaching Information Specialists;

d. Ensure that staff serving as trainers are competent and knowledgeable about training topics and content within the modules; and

e. Ensure training resources are available to staff.

4. Oncology Certified Nurses

The Oncology Certified Nurses (OCN) will staff the Contact Center. They will maintain at least one of the following certifications OCN®, CPON®, AOCNP® and/or AOCNS®.

Describe the OCN’s cancer content expertise and how they will play a key role in all aspects of training as defined in the Statement of Work. Describe how the OCN will assist in

Page 4 of 10 RFP No. N02CO51028-27 coaching/mentoring Information Specialists to attain additional knowledge and skills in their roles, and as defined in the Statement of Work (Task 3). Describe how the OCN will assist CCM in mentoring supervisors and contribute to training curriculum development and the delivery of components of initial training and CE (see Task 3) and provide expertise to other trainers.

Demonstrate the OCN’s expertise in cancer clinical trials and how they will mentor Information Specialists and Supervisors in handling clinical trials inquiries through all access channels. Because cancer research is a principal activity of the NCI, strong fundamental understanding of clinical trials is paramount for this position. Describe any recent clinical experience or work in academic research.

Additional Personnel

The following positions are considered additional personnel, meaning that the Government does not specify the number of staff for each of these positions or need to approve curriculum vitae or resumes for these positions. Additional Personnel may serve multiple roles on the contract.

1. Information Specialists

Describe the Information Specialists’ (IS) ability to respond to inquiries in English and/or Spanish. IS are trained on multiple access channels, including telephone (1-800-4-CANCER and 1-877-44U-QUIT), LiveHelp, and Cancer.gov E-mail. Describe how IS will complete the NCI Initial Training Program prior to responding to contacts. IS shall be trained on access channels based upon the staffing needs on each channel and public usage of each access channel. Training will likely include cross training on multiple access channels.

Describe IS’s proficiency and ability to:

a. Identify the information needs of clients;

b. Provide information that meets the needs of clients;

c. Provide information in accordance with quality standards, and according to NCI policies and procedures;

d. Collect data on each interaction using the tools provided by NCI;

e. Conduct appropriate follow-up activities;

f. Meet all key performance indicators of the contract;

g. Participate in NCI-directed projects;

h. Use of Microsoft Office;

i. Speak and write using plain language and knowledge management databases and provide responses using NCI information resources;

j. Develop responses using standard templates; and

k. Utilize systems and technology for each access channel.

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2. Supervisors

Describe the Supervisors’ education, training, experience, expertise qualifications, role in the project and percentage of effort. Document relevant experience and qualifications for:

the daily supervision of Information Specialists, quality assurance on all access channels, and performance feedback and coaching of all IS. Describe the Supervisors’ knowledgeable about contact center operations, including workforce management, training, and cancer information resources. Show the Supervisors depth of knowledge of cancer content and NCI information resources used to respond to contacts on all access channels. Demonstrate the supervisors’ communication skills, their ability to work cohesively in teams, mentor IS, and provide exemplary service in the CC. Supervisors must demonstrate understanding of the Statement of Work. The Supervisor position description described applies to English and Spanish language supervisory tasks.

Demonstrate the supervisors’ competency and proficiency in:

a. Interpersonal communication;

b. Knowledge of cancer across the cancer continuum, from prevention to survivorship;

c. Knowledge of the CC quality assurance process;

d. Performing accurate quality assurance on all access channels (interpreting quality standards, calibrating with other Supervisors and NCI);

e. Communicating performance feedback to IS;

f. Coaching/mentoring IS;

g. Tracking, analyzing, and reporting performance results to IS and CC management;

h. Providing real time support in the CC, assisting IS with questions, problems, resource retrieval; and

i. Training IS on CC operations and/or other areas as directed by the CCM.

3. Resource Specialist

Describe the education, training, experience, expertise and qualifications of the Resource Specialist (RS) as an expert on cancer information resources used in the CC. Describe the Resource Specialist’s in-depth knowledge of cancer information, cancer clinical trials, cancer information resources and databases of the NCI, and other resources designated for use by the CC. Describe how the RS will coordinate the integration of resources into the CC;

maintain all resources, including knowledge databases and standard language repositories;

serve as the liaison to NCI on resource and content needs in the Center, and serve as a reviewer of NCI publications. The Resource Specialist will work closely with the management team to support the training of all program staff according to the Statement of Work, Task 3. The RS functions apply to English and Spanish language needs of the CC.

Key Staff for Additional Services

Describe how the Contractor shall ensure the VA quitline is managed by experienced personnel who are qualified to conduct of similar skill for a Contact Center and who have a proven background and level of experience for the work required. Key project personnel

Page 6 of 10 RFP No. N02CO51028-27 include only those persons who will be assigned to this project and who will be the actual personnel responsible for management and or performance of this Task. These skilled, experienced and professional personnel are essential for successful accomplishment of the work to be performed.

1. Training Manager

Describe the education, experience, expertise, qualifications and hours proposed for the Training Manager. Document relevant qualifications for: overseeing and implementing the Contact Center (CC) training program as described in Options for Additional Services.

Describe how the Training Manager will adhere to NCI’s Government policies and guidelines related to training and program operations. Document the experience of the Training Manager including relevant training certifications, and/or any advanced degrees with a concentration in education or related field. Document the Training Manager’s competency in: training curriculum design and development, assessment of learning needs, implementation of a comprehensive training program that includes all aspects of training development and assessment of training results. Show how the Training Manager integrates results of training with other Contact Center processes, including hiring, quality monitoring and performance management. Demonstrate cancer knowledge, organizational management, and communications experience

Demonstrate the Training Manager’s ability to perform the following primary responsibilities:

a. Ensure quality of training for all staff, including training on all access channels;

b. Track outcomes of training on performance;

c. Collaborate with CCM, supervisors and Oncology Certified Nurses in delivery of training and coaching Information Specialists;

d. Ensure that staff serving as trainers are competent and knowledgeable about training topics and content within the modules;

e. Ensure training resources are available to staff; and

f. Ensure experienced quitline staff provides all subsequent training.

The Technical Proposal should include all information relevant to document individual training, education, experience, qualifications and expertise necessary for the successful completion of all contract requirements. The proposal shall demonstrate the Offeror’s ability to employ and retain competent, qualified personnel to perform the tasks of this contract. The Government assumes that the Offeror will determine the number of staff needed to perform the work within a budget based on the principles of cost reasonableness and the uniform cost assumptions. Offerors should carefully consider the number and type of staff necessary to fulfill the tasks in the Statement of Work.

a. Resumes for proposed Key Staff, including:

i. Educational background;

ii. Recent and prior experience related to Contact Center operations;

iii. Experience applicable to tasks in the Statement of Work;

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iv. Names, dates of previous employers;

v. Percentage of time proposed for each key personnel;

vi. Availability of key personnel named in the proposal with letters of intent; and

b. Organizational Chart

i. Structure of Contact Center management team, including staff/supervisory relationships.

c. Staffing Plan

i. Rationale for number of staff in relation to all aspects of the Contact

Center operations; and

ii. If staff are unknown at time of proposal, indicate which positions are “To Be Named” (TBN).

d. Additional staff (if proposed by offeror)

i. Names, titles, proposed duties;

ii. Letter of commitment/availability of all additional personnel;

iii. Letters of commitment letters must include:

1. Expertise that will be provided;

2. Availability to the contract/number of hours personnel will commit; and

3. Resumes do not satisfy this requirement alone.

C. Organizational Experience

Demonstrate the Offeror’s experience in operating and managing a contact center, related to the specific tasks outlined in the Statement of Work. Address qualifications specific to the objectives of the NCI Contact Center in providing cancer information to the public.

The proposal shall include:

a. A management approach that addresses Task 2 of the Statement of Work;

b. How the offeror will ensure that all quality assurance standards of the contract are met;

c. How the offeror will ensure the confidentiality of client interactions;

d. How the offeror will take into consideration the hiring and training of Managers and

Supervisors;

e. Staff retention approaches; and

f. Understanding of budget/cost implications.

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D. Facilities,…