Attachment 01 - QA Log - No Surprises Act - Responses to Vendor Questions.xlsx
XLSX spreadsheet 19 KB Posted
- Attached to
- 00134 - No Surprises Act Services
- Solicitation number
- OAA-26-00134
About this file
This is a Question and Answer log documenting vendor inquiries and government responses related to a Request for Information (RFI) for No Surprises Act (NSA) Services at the U.S. Department of Labor, Employee Benefit Security Administration (EBSA). The document addresses clarifications on contract type, procurement vehicle, staffing requirements, complaint volume, service level agreements, and technology infrastructure.
Key operational details include: approximately 100 new complaints per workday requiring tracking and resolution, with an estimated 4 hours per complaint; contractor staff must hold a bachelor's degree in any subject and receive approximately 4 ninety-minute training sessions plus self-directed study and on-the-job learning; initial contact with complainants must occur within 45 calendar days with status updates at least every 30 calendar days; the existing infrastructure uses a Case Tracking System, Genesys Cloud IVR software, and an Oracle-based inquiry and complaint tracking system (TAIS) with both canned reports and direct data query access available. The government acknowledged that the contract type, procurement vehicle, and historical surge capacity data have not yet been determined. RFI responses were due March 17, 2026 at 2:00 PM EST, with vendor questions required by February 26, 2026.
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Other files
| File | Type | Posted |
|---|---|---|
| RFI PWS NSA Complaint Processing 02.11.26.docx | DOCX document | |
| RFI - No Surprises Act.doc | DOC document | |
| Attachment 01 - QA Log.xlsx | XLSX spreadsheet |
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Text version
Sheet1
| Section | Question | Response |
| RFI Section 2.0 Acquisition Background | What type of contract will be issued - Fixed Price, Cost Plus, Time and Materials, etc.? | This has not been determined. |
| RFI Section 2.0 Acquisition Background | What vehicle will be used for procuring these services? | This has not been determined. |
| PWS Section 5.1 Services, Task 2 | How long is the training time for staff handling the complaints? | Approximately 4 90-minute sessions, plus self-directed study of training materials, plus on-the-job learning. |
| PWS Section 5.1 Services, Task 2 | In addition to the required training Contractor staff will receive under Task 2, what are the minimum education levels that NSA customer service staff are required to have? In which subjects/fields are those education requirements required? | Bachelor's degree in any subject. |
| PWS Section 5.1 Services, Task 3 | Can you share what percentage of new complaints fall into the main categories of 1) Not from medical providers; and 2) outside of DOL’s jurisdiction? | We don't have exact data but this is a very small number of complaints. |
| PWS Section 5.1 Services, Task 3 | Are you able to share the staffing level currently needed to perform the tasks included in this PWS? Or, if not, can you share the approximate amount of hours required to track and resolve complaints that fall within DOL’s jurisdiction? | Approximately 4 hours per complaint. |
| PWS Section 5.1 Services, Task 3 | Under Task 3 of the RFI, it states "Expect to review approximately 100 new complaints each workday." Is this the total anticipated volume of complaints? | yes, per day |
| PWS Section 5.1 Services, Task 3 | Approximately what percentage of complaints can NSA customer service staff resolve on their own following EBSA’s standard operating procedures vs. those that need to be escalated to, or require guidance from, OEA? | As people learn the job they will need OEA guidance on most things, and that level of direction decreases over time. |
| PWS Section 5.1 Services, Task 3 | What channels are provided for complaints to be submitted? For example, volume received via phone, email, chat, SMS, etc. | They are all transmitted to us electronically by another Federal agency. |
| PWS Section 5.1 Services, Task 5 | What are the Service Level Agreement (SLA) requirements or metrics for complaint handling by channel? | The following timelines are guidelines, not guarantees. They represent approximate customer service metrics for complaint handling and may be adjusted based on case complexity, volume, and resource availability: |
*Initial contact with the complainant: within 45 calendar days of receiving the complaint.
*Status updates while the inquiry is open: at least once every 30 calendar days.
If we anticipate a delay, we will communicate the reason and provide a revised timeframe whenever possible.
| PWS Section 5.1 Services, Task 5 | What technology components are in place today for handling complaints - telephony, CRM, etc.? What technology and/or integration support is the vendor going to be expected to provide? | Case Tracking System, and Genesys Cloud IVR software. |
| PWS Section 5.1 Services, Task 5 | On what platform is the EBSA’s inquiry and complaint tracking system (TAIS) built? Are there any existing Application Program Interfaces (APIs)? | Oracle |
| PWS Section 5.1 Services, Task 6 | How can the contractor access the data in the TAIS system? Via canned reports or is there a way to query the underlying data directly? | both |
| PWS Section 5.1 Services, Task 6 | Is there a cloud environment/warehouse for data analysis and reporting? | see above |
| PWS Section 5.1 Services, Task 7 | Under Task 7, "Surge Capacity", is there historical data related to both steady state and surge volumes that could be provided? | no |
File details come from the government source that posted it. Updated .