NMUSA Visitor Services RFI QA_12FEB25.docx

NMUSA Visitor Services Request for Information (RFI) Questions & Answers

PANDTA-25-P-0000 003624

1. Contract Structure and Performance Expectations

1. Scope Definition: Can the Government clarify whether the contractor will be expected to provide visitor services personnel for special events that occur outside normal museum operating hours? If so, what is the expected lead time for scheduling these personnel?

Answer: Yes, If required 72 hours will be provided in advance.

1. Performance Metrics: The PRS states that "95% of performance in accordance with established Museum standards" is required for various tasks. Can the Government provide specific examples of what would constitute non-compliance?

Answer: Non-completion of requirements or non-response to specific tasks.

1. Quality Assurance Plan (QASP): The contract references a QASP but does not provide details on how performance deficiencies will be addressed. Will the Government provide a structured remediation process?

Answer: Yes, remediation is based on individual tasks that are not completed based on requirements of the PWS and QASP.

2. Personnel Requirements and Training

1. Minimum Education/Experience: The PWS states a BA/BS in a related field is required. Would the Government accept equivalent experience (e.g., 5-7 years in a relevant role) in lieu of a degree?

Answer: The PWS states that a BA/BS is required in addition to 3 years of experience, not one or the other. See PWS section C.2.1.

1. Training Costs: The PWS states that Government-unique training will be provided. Will the contractor be reimbursed for personnel time spent in mandatory training?

Answer: All training required by the Government should be time spent on the contract. No personal time should be spent on Government required training.

1. Cybersecurity & Security Awareness Training: Is the contractor responsible for funding cybersecurity training, or will training be provided at no cost to the contractor?

Answer: The annual Cyber Awareness Training is via a government sponsored website, so no funding is required.

1. Docent Training: The PWS requires contract personnel to complete museum docent training. What is the expected duration and frequency of this training? Will personnel be required to complete refresher training?

Answer: The duration for docent training is usually one week. There is a refresher training provided during yearly intervals.

3. Security and Access Requirements

1. Access to Army Information Systems: The PWS references "Army-approved Cybersecurity Awareness Training." Will contract personnel be issued Government-furnished equipment (GFE) for accessing Army networks?

Answer: Yes. All approved contractors will be provided a CAC and access to GFE computers.

4. Operational & Logistical Considerations

1. Work Schedule Flexibility: The PWS states the Government retains the right to modify work schedules. How much notice will the Government provide before making changes?

Answer: Work schedules are normally provided by the lead for the Team. If changes are required, the COR will notify the lead and individuals approximately 24-48 hours in advance in most cases. Rare occasions might provide less notification time.

1. Staffing Levels: The contract specifies a Program Manager for the transition period and a Senior Visitor Services Support Specialist thereafter. Will the Government provide historical data on the number of personnel needed to meet daily visitor service demands?

Answer: The number of personnel needed is based on historical trends for weekdays and weekends. Normal weekdays require more staffing while weeks require less staffing. As mentioned in Section C.1.1.2 of the PWS, the NMUSA is a publicly accessible museum that anticipates receiving between 275,000 and 375,000 visitors annually.

1. Volunteer Management System Access: The PWS states that access to the volunteer management system will be provided by the Army Historical Foundation (AHF). Who is responsible for ensuring contractor personnel receive proper system training?

Answer: The COR and the Visitor Services Coordinator.

1. Handling of Complaints: The contractor is required to log and report visitor complaints daily. What system or format should be used for reporting, and is there a required timeframe for resolution?

Answer: The complaint system is based on an Excel spreadsheet or email to the COR and Visitor Services Chief. Resolution would be based on Government solutions.

5. Financial & Reimbursement Questions

1. Travel Reimbursement: The PWS mentions attendance at the American Alliance of Museums (AAM) conference. Will all travel-related expenses (e.g., airfare, lodging, per diem) be reimbursed at JTR rates?

Answer: Yes. If the Government requires attendance all Government sponsored requirements will be paid based on JTR.

1. Equipment Costs: The PWS states that the contractor will provide uniforms for visitor services staff. Will there be any Government-provided stipends or reimbursements for these uniforms?

Answer: The cost for uniforms can be incorporated in the contract price. Coordination w/the COR and Contracting Office is recommended before final approval of the uniforms.

1. Government-Furnished Equipment (GFE): Will the contractor be required to procure any IT equipment, or will all necessary equipment be provided by the Government?

Answer: No, the Government will provide IT equipment, desks, and chairs.

6. Compliance and Deliverables

1. Performance Reviews: The contractor is required to participate in quarterly In-Process Reviews (IPRs) and submit quarterly Quality Assurance Reports. Will the Government provide standardized reporting formats?

Answer: Yes, in coordination w/the vendor and format will be approved.

1. Data Storage & Handling: The contractor is responsible for protecting PII and Controlled Unclassified Information (CUI). Will the contractor be required to use government-furnished encrypted storage or provide its own encryption solutions?

Answer: All GFE computers are approved w/encryption capability.

1. Surveillance & Performance Monitoring: Will the Government use random sampling or scheduled audits to evaluate contractor performance?

Answer: The COR will utilize random sampling and scheduled audits to ensure compliance.

7. Other:

1. In the past, has there been any seasonal fluctuations where additional Visitor Support Specialists may be required to accommodate peak season visitor volumes?

Answer: In the first year of the contract there were only 3 FTEs required. This has been updated based on historical requirements.

1. What information is the Government seeking in our response to the RFI?

Answer: Any information based on support to NMUSA requirements. The expectation is for the vendor to provide relevant solutions to address the requirements of the PWS.

1. What are the uniform requirements for the Visitor Support Specialists?

Answer: See also, #17. The vendor will have to work w/the COR and Visitor Services Chief to ensure that color scheme of shirts and trousers, etc.

1. Would the Government consider recompeting this requirement under SIN 541820 – Public Relations since the intent of this requirement is to maintain public relations with NMUSA visitors?

Answer: Not considered at this time.

1. Will personnel require any visitor safety training, such as CPR, first aid, active shooter, building evacuations, etc.?

Answer: Yes. This training will be provided by the Government at no cost to the contractor.

Ambiguous Statements Needing Clarification Please clarify:

1. Contractor Work Schedule Modifications (Section C.1.8.3)

0. The Government retains the right to modify schedules, but the PWS does not specify how much notice will be given. A clear timeframe for notification would be helpful.

Response: Please see question and answer to #12.

1. Visitor Complaint Resolution Expectations (Section C.3.1.3)

1. The contractor is required to "work diligently to resolve visitor complaints" but no time limit for resolution is provided. What is considered a "reasonable" resolution timeframe?

Response: The contractor is responsible for raising the complaints to the Government. The Government will work to resolve all complaints.

1. PII and CUI Data Handling (Section C.1.4.8.1)

2. The PWS states that contractor personnel must store sensitive information on an encrypted drive but does not specify whether the government will provide storage solutions. Does this imply that the contractor must procure and certify its own storage?

Response: Any requirements for encrypted devices will be provided by the Government.

1. Museum Programming Metrics (Section C.3.1.7)

3. The PRS states that 100% of work in support of Museum programming must be delivered to standard and on schedule. What constitutes an acceptable standard? Are there penalties for minor schedule delays?

Response: All program requirements are defined by the Chief of the Visitor Services Division and monitored by the COR. Acceptable would-be completion on time or based on agreements by the contractor and the Government. Minor delays would be discussed w/the contractor and the Government.

1. Golf Cart Operations (Section C.3.1.13)

4. The PWS requires golf cart training, testing, and a written examination but does not specify whether this training will be Government-provided. Will the contractor be responsible for certifying personnel?

Response: The Government is responsible this training. Certification will be a Government responsibility.

1. NACI Security Clearance Timelines (Section C.1.4.8)

5. No estimated processing time is provided. Can personnel begin work while awaiting final clearance?

Response: Yes. Initial security background checks should be conducted by the contractor. The Government provides a NAIC requirement for anyone accessing it information system.