RFQ 05GA0A22Q0008 OIG Fraud Hotline beta.pdf

1 : :

Document Number: 05GA0A22Q0008 Page 1 of 16

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24 & 30

1. REQUISITION NUMBER

GAO2211040001

PAGE 1 OF

5. SOLICITATION NUMBER

05GA0A22Q0008

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER 6. SOLICITATION ISSUE

DATE

11/23/2021

7. FOR SOLICITATION INFORMATION

CALL:

a. NAME

WILLIAMS, ADA

b. TELEPHONE NUMBER (No collect calls) 202-512-8447

8. OFFER DUE DATE / LOCAL

TIME

12/20/2021

01:00 ET

CODE 05GA0A

WILLIAMS, ADA

ACQUISITION MANAGEMENT

441 G STREET, N.W.

ROOM 7N14U

ATTENTION:

WASHINGTON, DC 20548

9. ISSUED BY X UNRESTRICTED OR SET ASIDE: % FOR

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

10. THE ACQUISITION IS

SEE

SCHEDULE

11. DELIVERY FOR FOB DESTINATION

UNLESS BLOCK IS MARKED 0 Days: 0.00 %

0 Days: 0.00 % 0 Days: 0.00 % 0 Days: 0.00 %

12. DISCOUNT TERMS

13a. THIS CONTRACT IS

RATED ORDER UNDER DPAS

(15 CFR 700)

13b. RATING

X RFQ IFB RFP

14. METHOD OF SOLICITATION

CODE15. DELIVER TO CODE16. ADMINISTERED BY

FACILITY

CODE

CODE

Telephone No.

17a. CONTRACTOR/

OFFEROR

CODE18a. PAYMENT WILL BE MADE BY

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN

OFFER SEE ADDENDUM

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS

CHECKED

19. ITEM NO. 20. SCHEDULE OF SUPPLIES/SERVICES

(Use Reverse and/or Attach Additional Sheets as Necessary)

21. QUANTITY 22. UNIT 23. UNIT PRICE 24. AMOUNT

See Lines

25. ACCOUNTING AND APPROPRIATION DATA

GAO-2022-0107A22DA0-1095AAA000-B03039900-25710-996151-2022

26. TOTAL AWARD AMOUNT (For Govt. Use Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN ____ COPIES TO

ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND DELIVER ALL ITEMS SET FORTH

OR OTHERWISE IDENTIFIED ABOVE AND ON ANY ADDITIONAL SHEETS SUBJECT TO THE

TERMS AND CONDITIONS SPECIFIED.

29. AWARD OF CONTRACT: REF. _____________________________ OFFER

DATED _________________ . YOUR OFFER ON SOLICITATION (BLOCK 5)

INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE SET FORTH HEREIN,

IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF THE CONTRACTING OFFICER (TYPE OR PRINT) Ada Williams

31c. DATE SIGNED 11/23/2021

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 02/2012)

Prescribed by GSA - FAR (48 CFR) 53.212

Document Number: 05GA0A22Q0008 Page 2 of 16

19.

ITEM NO.

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QUANTITY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: _________________________________

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f. TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

PARTIAL FINAL

33. SHIP NUMBER 34. VOUCHER NUMBER 35. AMOUNT VERIFIED

CORRECT FOR

COMPLETE PARTIAL FINAL

36. PAYMENT 37. CHECK NUMBER

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT 42a. RECEIVED BY (Print)

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 02/2012) BACK

Document Number: 05GA0A22Q0008 Page 3 of 16

Table of Contents

Section Description Page Number

1 Continuation Sheet A Solicitation/Contract Form B Supplies or Services and Prices C Descriptions and Specifications F Deliveries or Performance G Contract Administration Data L Instructions, Conditions and Notices to Offerors or Respondents M Evaluation Factors for Award J Statement of Work

2 Contract Clauses 52.252-2 Clauses Incorporated by Reference (Feb 1998)

GAO CLAU-I-2 DISPUTES

GAO CLAU-E-1 INSPECTION AND ACCEPTANCE

GAO IPP Electronic Invoicing and Payment Requirements - Invoice Processing Platform (IPP) (October 2017) GAO Clauses GAO Clauses

Document Number: 05GA0A22Q0008 Page 4 of 16

Section 1 - Continuation Sheet

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

1 Service

Firm Fixed Price

PSC: R799

1.000000 LOT

Period of Performance:02/15/2022 - 02/14/2023

Description:Establish a contract for an OIG fraud telephone hotline and web based reporting services as required by law.

Reference Line:GAO2211040001 - 0001

Pricing Options:

Indicator: Base

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

2 Service

Firm Fixed Price

PSC: R799

1.000000 LOT

Period of Performance:02/15/2023 - 02/14/2024

Description:Establish a contract for an OIG fraud telephone hotline and web based reporting services as required by law.

Reference Line:GAO2211040001 - 0001

Pricing Options:

Indicator: Option Option Period: 1

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

3 Service

Firm Fixed Price

PSC: R799

1.000000 LOT

Period of Performance:02/15/2024 - 02/14/2025

Description:Establish a contract for an OIG fraud telephone hotline and web based reporting services as required by law.

Reference Line:GAO2211040001 - 0001

Pricing Options:

Indicator: Option Option Period: 2

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

4 Service

Firm Fixed Price

PSC: R799

1.000000 LOT

Period of Performance:02/15/2025 - 02/14/2026

Description:Establish a contract for an OIG fraud telephone hotline and web based reporting services as required by law.

Reference Line:GAO2211040001 - 0004

Document Number: 05GA0A22Q0008 Page 5 of 16

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

Pricing Options:

Indicator: Option Option Period: 3

Number Supplies or Services Qty Unit Unit Price Total (Inc. disc., tax, and fees)

5 Service

Firm Fixed Price

PSC: R799

1.000000 LOT

Period of Performance:02/15/2026 - 02/14/2027

Description:Establish a contract for an OIG fraud telephone hotline and web based reporting services as required by law.

Reference Line:GAO2211040001 - 0005

Pricing Options:

Indicator: Option Option Period: 4

A Solicitation/Contract Form

Continuation of SF 1449 Request for Quotation: 05GA0A22Q0008 Issued by: US Government Accountability Office 441 G Street, NW Washington, DC 20548

Post To: beta.sam.gov website.

Title: OIG Fraud Hotline Telephone and Web Based Reporting Services

PLEASE READ IN ITS ENTIRETY

This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation;

quotations are being requested and a written solicitation will not be issued. This solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2019-01, effective December 20, 2018.

A. BASIS FOR AWARD:

Type of Acquisition: The U.S. Government Accountability Office (GAO) intends to procure contractor support for OIG fraud hotline telephone and web based reporting services.

This requirement is being competed in accordance with FAR Subpart 12.6 under the government beta.sam.gov website.

GAO intends to award a Firm Fixed Price Contract that will be most advantageous to the Government based on Lowest Price Technically Acceptable (LPTA) evaluation criteria. Therefore, the vendor’s initial quote should contain the vendor’s best terms.

The Government is contemplating making a single award with a base year plus four (4) option years, with an overall performance period of five years. All vendors will be evaluated for fair and reasonable prices and the criteria set forth in the Federal Acquisition Regulation (FAR) Part 8.4.

In order to be considered for award, the vendor must be determined to be technically acceptable. Criteria under the Lowest Price Technically Acceptable (LPTA) process are judged on an Acceptable-Unacceptable basis only. No other rating or qualitative value will be assigned. To be determined technically acceptable, all technical factors (1 through 4) must be rated acceptable for the technical quotation. Any technical quotation that does not receive an acceptable rating for all factors, will receive an unacceptable rating for the technical quotation. Award will be made to the lowest-priced, technically acceptable, responsible vendor.

This acquisition is being conducted in accordance with FAR 8.405-2 Ordering procedures for services requiring a statement of work.

Document Number: 05GA0A22Q0008 Page 6 of 16

The North American Industry Classification Systems (NAICS) code for this acquisition is 517919 with a business standard of 1,000 Employees.

Prospective contractors shall be registered in the SAM database prior to award of a contract or agreement - FAR 52.204-7 System for Award Management. Basic (Oct 2018) (Current).

Product Service Code (PSC): The services in this solicitation are best represented by PSC Code: R799

QUESTIONS & ANSWERS (Q&A) DUE DATE: All questions and concerns, technical or otherwise, are to be directed to the Ada Williams at williamsa2@gao.gov via email, no later than Tuesday, November 30, 2021 at 1:00 PM EST with “Solicitation 05GA0A22Q0008 OIG Hotline” in the subject line. Vendor Questions must have the Vendor Company Name included and are to be numbered, with references made to the specific section, title or numbered identifier in this Request for Quotations (RFQ).

QUOTATION DUE DATE: ALL QUOTATIONS MUST BE SUBMITTED ELECTRONICALLY via email to Ada Williams at williamsa2@GAO.gov, Monday, December 20, 2021 at 1:00 p.m. EST. NO QUOTATIONS WILL BE ACCEPTED AFTER the due date.

B Supplies or Services and Prices

All Pricing shall be submitted on a excel spreadsheet, for each CLIN or item number, along with the unit of issue, unit price, with a total for each CLIN or item number. The SF1449 form must also be FILLED IN COMPLETELY. See CLIN(s) 0001 - 0005 for descriptions and price fill-ins. Pricing should show full rate(s) and discounted rate(s) as applicable.

The Vendor agrees to hold the prices in its offer firm for 90 calendar days from the date specified for receipt of quotes, unless another time period is specified in an addendum to the request for quote.

All quotations must contain Attachment 1 GAO Cover Page. Items NOT included within the page restriction count are as follows:

System for Award Management (SAM), cover pages, cover letters, table of contents, blank section dividers, resumes, charts, graphs, glossary of terms, exhibits, drawings, sample formats, and items of an illustrative nature.

C Descriptions and Specifications

Objective:

The purpose of this work is to obtain hotline telephone and web based reporting services. The hotline service allows the OIG to receive hotline complaints on a real-time basis through a secure, comprehensive web-based intake portal which can be accessed from any internet connection with standard World Wide Web browser software, and a telephone intake solution.

Functional Requirements:

The Government has the requirement of hotline telephone and web based reporting services to meet the specifications as stated in the Statement of Work.

F Deliveries or Performance

DELIVERY NOTICE

All call centers, operators, and data storage will be located in the United States.

G Contract Administration Data

If remittance address will be different than address on block 18a of SF1449, provide address on the below line(s).

Remittance Address ______________________________________________

VENDOR CONTACT INFORMATION:

The Contractor shall provide a day-to-day operational contact as well as a contact for prompt contract administration e.g., Name / Title / Address / Phone Number / Email

Administrative Requirements:

Document Number: 05GA0A22Q0008 Page 7 of 16

For the purposes of monitoring and technical direction, the GAO points of contact for this Contract are:

Contracting Officer's Representative (COR):

Talat Bakhshi U.S Government Accountability Office 441 G. Street, N.W., Washington, DC 20548 E-Mail: BakhshiT@gao.gov

Contracting Officer:

Ada Williams U.S Government Accountability Office 441 G. Street, N.W., Washington, DC 20548 E-Mail: WilliamsA2@gao.gov

L Instructions, Conditions and Notices to Offerors or Respondents

INSTRUCTIONS TO VENDORS

Submission of quotations:

IN RESPONDING to this RFQ, the Vendor agrees to meet all the requirements incorporated herein, including those listed in the Statement of Work, and agrees to all of the terms, conditions, and provisions within this RFQ solicitation.

Submit signed and dated quotations via email to Ada Williams at williamsa2@GAO.gov, at or before the exact time specified in this RFQ. Vendor shall thoroughly examine and follow all solicitation documents and instructions; failure to do so will be at the vendor’s own risk. Failure to provide any required attachment will result in exclusion from consideration for award.

At a minimum, quotation must show—

1. The RFQ number;

2. The time specified in the RFQ for receipt of quotations;

3. The name, address, and telephone number of the Vendor submitting the Quotation, Company Cage Code, DUNS

4. Acknowledgment of RFQ Amendments;

5. Period for acceptance of quotations. The Quotation pricing shall be held firm for 90 calendar days from the date specified for receipt of quotations, unless another time period is specified in an amendment to the RFQ.

Complete Quotation - Vendors are required to submit Two Volume Quotation:

Volume I – Technical Capability (Factors I - IV) Volume II – Pricing (Factor V)

Volume I: Vendor must include the information as stated in the SOW and specific detailed information for each Evaluation Factor listed. Volume I must not contain any cost or price information, which shall be submitted in Volume II, Pricing. Vendor shall limit Volume I to a page limit of 25 pages

Volume II: Vendor shall limit Volume II to a page limit of 10 pages. A copy of the vendor’s SAM (Cert & Reps) report should be in Volume II and not included in this page 10 count.

In additional to the below items, each binder must be clearly marked with: GAO OIG Hotline, solicitation number, and volume number.

1. Clarity and completeness of the quotation are of the utmost importance. The quotation must be written in a practical, clear, and concise manner.

2. Quotation font: Quotations must be legible, singled-spaced, typewritten, in a type size not smaller than 11 font with a one-inch margin on all sides, on paper not larger than 8 ½ by 11 inches and not exceeding the page limits established in this RFQ. The SF1449 Form must be filled out completely and signed.

3. Pages in excess of the individual limitations shall not be read, and the quotation shall be evaluated as if the excess pages did not exist.

4. Documents NOT INCLUDED in the page limitations listed above do not have to conform to the minimum font size of 11, EXCEPT for Resumes, which DO have to conform to the minimum font size.

Document Number: 05GA0A22Q0008 Page 8 of 16

5. Items not included within the page restriction counts and font restriction are as follows: SAM, Cover pages, GAO Cover Page, Table of Contents, Blank section dividers, Resumes, Charts, Graphs, glossary of terms, exhibits, drawings, sample formats, attachments, and items of an illustrative nature.

6. Submission through email as stated above SHALL be the ONLY acceptable forms of submittal for all quotations.

7. Indicate the name and phone number of a primary and secondary vendor representative to contact about any questions we may have concerning your quotation.

8 Each Volume I and II should include the Attachment 1 GAO Cover Page.

9. Vendor quotation must be signed by the authorized person to bind the firm.

10. Submit resumes for key positions in response to the RFQ in accordance with the Statement of Work.

NOTE: ** Quotations that are received without addressing Volumes 1 and 2 with the required information as prescribed above will not receive consideration for award.

M Evaluation Factors for Award

Evaluation Factors for Award

VOLUME I:

Factor I: Technical and Management Approach:

To be found technically acceptable under this factor, the vendor should demonstrate its technical and management approach and understanding of the SOW; thoroughly address the manner in which it will manage fraud, waste, and abuse hotlines services as specifically outlined in the Statement of Work (SOW). The vendor shall discuss the ability to address potential problem areas and provide solutions to problems.

Factor II: Experience:

To be found technically acceptable under this factor, the vendor should demonstrate that they have provided same or similar services that GAO OIG needs. Vendor should provide a narrative about the company level of experience on technical quality of product and services, and level customer services satisfaction. The vendor should demonstrate level of experience within the last five (5) years providing services that are comparable in scope and complexity with those identified in the Statement of Work, including experience managing fraud, waste, and abuse hotlines.

Factor III: Ability to Redesign the Web Intake Questions:

To be found technically acceptable under this factor, the vendor must, based on information that will be provided by GAO OIG after award of the contract, describe its capability to redesign the questions such that only complaints related to GAO get submitted;

otherwise, direct the complainant to a more appropriate web page.

Factor IV: Location of Call Centers, Operators, and Data Storage:

To be found technically acceptable under this factor, the vendor must describe its capacity to maintain all call centers, operators, and data within the United States.

VOLUME II:

Factor V: Cost/Price. The vendor shall submit its Cost/Price Quotation in Microsoft Excel format. If utilizing any of the following versions: Microsoft Office 2007, or later the spreadsheets shall be sent in a file format that includes all active formulas, macro, and format information. Print image is not acceptable. The cost/price volume is the only volume that shall contain cost and price data. The Quotation shall consist of all information to support proposed cost/prices. The vendor’s pricing shall include a narrative to support the basis of the proposed price and explain any assumptions made in the proposed price. Certified cost and pricing data are not required;

however, the Government reserves the right to request additional information other than certified cost and pricing data prior to award.

To arrive at a Total Evaluated Price (TEP), the Government will evaluate quotations, for award purposes, to include Option periods by adding the total price of all Option CLINs plus Base CLIN to arrive at a TEP. Evaluation of options shall not obligate the Government to exercise the option(s).

Pricing shall be in Microsoft Excel format. Pricing shall include a Total Price for performance period. Excel spreadsheet shall identify the breakout of fully fixed rates for the services described within the Statement of Work, and shall be fully loaded.

Document Number: 05GA0A22Q0008 Page 9 of 16

Vendors shall complete all unit price, amount, and labor rate blocks for each period. Labor rate quotes shall be fully burdened.

Vendors are strongly encouraged to propose discounts on their Schedule labor rates pursuant to FAR 8.405-1(d).

Price Evaluation Rating:

The GAO will review Price Quotations based upon the following factors:

Reasonableness - The reasonableness and fairness of the contractor’s proposed pricing.

Completeness of each vendor’s cost/price Quotation by assessing whether the vendor provided the required cost price/data in sufficient detail to fully support the offer and permit the Government to evaluate the Quotation thoroughly.

Base and all option year prices will be evaluated and added together to get an overall total cost/price.

ASSUMPTIONS: Must be stated in a separate section of the Volume II Cost/Price

Attachments:

Attachment 1 - GAO Cover Page

J Statement of Work

Office of Inspector General U.S. Government Accountability Office (GAO) GAO Request for Quote #: 05GA0A22Q0008 GAO Statement of Work (SOW)

GAO OIG Hotline Statement of Work for telephone reporting services, web-based reporting services and web-based information management services.

BACKGROUND

The GAO OIG Hotline is the OIG's main source for receiving complaints regarding GAO employees, contractors, programs and operations. Therefore, OIG has a need for hotline reporting services; specifically, telephone and web-based intake systems and web-based information management services. The Contractor will retain all ownership rights in and to the items furnished under this contract and all updates, upgrades and other deri vative works thereto and all intellectual property rights incorporated into or related to the foregoing. All rights not expressly licensed by the Contractor under this contract are reserved. Notwithstanding the preceding, the Government will retain all ownership rights in and to all reports and all contents of a report. The Government will retain ownership to all of its confidential information (including user Personally Identifiable Information) and preexisting intellectual property.

PURPOSE

The hotline service allows the OIG to receive hotline complaints on a real-time basis through a secure, comprehensive web-based intake portal which can be accessed from any internet connection with standard World Wide Web browser software, and a telephone intake solution. The current website for the OIG hotline can be found at: https://oig.alertline.com/gcs/welcome. The service shall include an integrated, centralized electronic repository for hotline complaints which are submitted via the web or phone.

1. The system should provide the ability for GAO OIG staff to use the integrated electronic repository to facilitate GAO OIG’s management of complaints received through the intake portal and call center. This should include access to the complaints submitted, the ability to respond to complainants through the system, and the ability for complainants to respond to GAO OIG questions through the system.

2. The system should provide access to 2 administrative users and an unlimited number of investigators. The administrative users should receive email notification within 24 hours when complaints are submitted via phone or web. Each notification should include substantive information about the complaint.

3. The contractor will provide all system administration duties to support the hotline system including: system monitoring, system backup and recovery, implementation of software upgrades, help desk support, and infrastructure system upgrades.

4. The contractor will design the web intake portal using questions/information provided by GAO OIG to reduce the number of non-relevant complaints submitted to GAO OIG.

5. GAO OIG will maintain ownership of all data related to the complaints that are entered or uploaded into the web based system.

6. Both the telephone and web-based complaint intake systems should allow for complainants to submit complaints anonymously.

7. The telephone and web-based intake portals should provide a mechanism to permit complainants to follow up on their complaints or retrieve responses provided by GAO OIG. This must include the ability for anonymous complainants to follow up on complaints or retrieve responses without disclosing their identity.

Document Number: 05GA0A22Q0008 Page 10 of 16

8. Both the telephone and web-based complaints should be provided to the administrative users in a consistent format. Minimum data elements to be collected from complainants should include, at a minimum, complaint number; date and time received; complainant’s name/phone number/email address unless complainant chooses anonymity; subject names and contact information; witness names and contact information; and text of complaint. The web-based intake portal should be able to receive, process and display file attachments.

9. The web-based system should be available to complainants and the GAO OIG staff 24 hours a day, 7 days a week.

10. The phone-based complaint receipt system should be available 7 days a week at least 12 hours per day (i.e. 6 am to 6 Pm Eastern standard time). If there is a time when the phone-based complaint receipt system is not available, it should direct callers to the web-based complaint intake portal. The call center should provide services in English, TTY, and sign language.

11. The telephone hotline reporting service should include:

a. Proprietary toll-free telephone number covering the United States,

b. Standard language prompts, branding statements and use a new greeting, which includes recorded information provided by GAO on the GAO OIG’s jurisdiction and the limits on confidentiality, and

c. Simplified interview.

12. All call centers, operators, and data storage will be located in the United States, but do not have to be located in Washington, DC.

13. The awardee will transition GAO OIG’s web-based complaint portal and phone-based complaint receipt system from the current contractor no later than March 31, 2022. As such, the awardee will begin accepting complaints under this contract by March 31, 2022.

14. GAO cannot guarantee how many complaints will be received annually, but here is information on GAO OIG’s previous numbers of complaints:

a. CY2014: 209 (95 web, 114 phone)

b. CY2015: 225 (92 web, 133 phone)

c. CY2016: 290 (139 web, 151 phone)

d. CY2017: 270 (154 web, 116 phone)

e. CY2018: 329 (201 web, 128 phone)

f. CY2019: 497 (over 200 related to the same complainant) (434 web, 63 phone)

g. CY2020: 219 (161 web, 58 phone)

h. CY2021 thru mid-July 2021: 295 (264 web, 31 phone)

PERIOD OF PERFORMANCE: This contract will be awarded for a period of five (5) years with a base and four (4) option years starting from the date of award.

CONTRACT TYPE: The work shall be performed on a Firm Fixed Price basis.

Section 2 - Contract Clauses

52.252-2 Clauses Incorporated by Reference (Feb 1998)

This contract incorporates one or more clauses by reference, with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. Also, the full text of a clause may be accessed electronically at this/ these address(es):

http://www.acquisitions.gov

FAR 52.203-5

FAR 52.212-4 Contract Terms and Conditions--Commercial Items (Oct 2018) [Insert one or more Internet addresses]

(End of clause)

GAO CLAU-I-2 DISPUTES

(a) Except as otherwise provided in this contract, any dispute concerning a question of fact arising under this contract which is not disposed of by agreement shall be decided by the Contracting Officer, who shall render his/her decision in writing and mail or otherwise furnish a copy thereof to the Contractor. The decision of the Contracting Officer shall be final and conclusive unless, within thirty (30) days from the date of receipt of such copy, the Contractor mails or otherwise furnishes to the Contracting Officer a written appeal addressed to the Comptroller General. The decision of the Comptroller General or his/her duly authorized representative for the determination of such appeals shall be final and conclusive unless determined by a court of competent jurisdiction to have

Document Number: 05GA0A22Q0008 Page 11 of 16 been fraudulent, or capricious, or arbitrary, or so grossly erroneous as necessarily to imply bad faith, or not supported by substantial evidence. In connection with any appeal proceeding under this clause, the Contractor shall be afforded an opportunity to be heard and to offer evidence in support of its appeal. Pending final decision of a dispute hereunder, the Contractor shall proceed diligently with the performance of the contract and in accordance with the Contracting Officer's decision.

(b) This "Disputes" clause does not preclude consideration of law questions in connection with decisions provided for in paragraph

(a) above: Provided, that nothing in this contract shall be construed as making final the decision of any administrative official, representative, or board on a question of law.

GAO CLAU-E-1 INSPECTION AND ACCEPTANCE

The CONTRACTOR'S performance and the quality of service/supplies provided hereunder shall be subject to inspection and acceptance by the Contracting Officer's Technical Representative (COTR). In the event of rejection of any report or deliverable, the Contractor shall be notified in writing and shall have ten (10) working days from date of issuance of notification to correct the deficiencies, and at no additional charge

GAO IPP Electronic Invoicing and Payment Requirements - Invoice Processing Platform (IPP) (October 2017)

Payment requests must be submitted electronically through the U. S. Department of the Treasury's Invoice Processing Platform System (IPP). "Payment request" means any request for contract financing payment or invoice payment by the Contractor. To constitute a proper invoice, the payment request must comply with the requirements identified in the applicable Prompt Payment clause included in the contract, or the clause 52.212-4 Contract Terms and Conditions - Commercial Items included in commercial item contracts. The IPP website address is: https://www.ipp.gov.

The Contractor must use the IPP website to register, access, and use IPP for submitting requests for payment. The Contractor Government Business Point of Contact (as listed in SAM) will receive enrollment instructions via email from the Federal Reserve Bank (STLS.IPPHELPDESK@stls.frb.org) within 3 - 5 business days of the contract award date. Contractor assistance with enrollment can be obtained by contacting the IPP Customer Support Helpdesk via email IPPCustomerSupport@fiscal.treasury.gov or phone 866-973-3131.

GAO Clauses GAO Clauses

GAO 52.237-71 TECHNICAL DIRECTION (APR 1984)

(a) The Contracting Officer's Technical Representative will provide technical direction on contract performance. Technical direction includes:

(l) Direction to the Contractor which assists him in accomplishing the Statement of Work.

(2) Comments on and approval of reports or other deliverables.

(b) Technical direction must be within the contract Statement of Work. The Contracting Officer's Technical Representative does not have the authority to issue technical direction which (1) institutes additional work outside the scope of the contract; (2) constitutes a change as defined in the "Changes" clause; (3) causes an increase or decrease in the estimated cost of the contract; (4) alters the period of performance; or (5) changes any of the other express terms or conditions of the contract.

(c) Technical direction will be issued in writing by the Contracting Officer1s Technical Representative or confirmed by him/her in writing within five (5) calendar days after verbal issuance.

GAO 52.235-73 CONFIDENTIALITY OF GAO DATA (APR 1984)

Because of the sensitivity and confidentiality of much of the data handled by GAO, the contractor shall maintain confidentiality of all documents, data and other information supplied to it by the GAO, in accordance with all applicable Federal guidelines and regulations.

Confidentiality is essential to satisfactory contract performance. Also, specific tasks under this contract may involve processing records or portions of records which GAO treats as confidential, and contain information subject to the GAO Privacy Procedures for Personnel Records, 4 C.F.R. Part 83.

The contractor assumes full responsibility for and guarantees the security of all documents, data, and other information supplied by

GAO.

No action taken by, or on behalf of, the contractor, or which the contractor could prevent, will be permitted if the effect is or could be reasonably foreseen to undermine GAUs ability to maintain the security of records created by GAO or which may be subject to the GAO Privacy Procedures.

The contractor will prevent any person other than the contractor's team members (or other persons for whom access is necessary for the completion of the contract) from seeing or having access to information in the possession or under the control of the contractor.

The contractor will prevent any person from disclosing the contents or description of documents or information to any person not authorized under this contract or by the GAO to have access to such documents or information.

The contractor will prevent removal of any documents or information from the contractor's premises without authorization by appropriate GAO officials.

Document Number: 05GA0A22Q0008 Page 12 of 16

Any deviation from provisions of this clause which is attributable to the contractor or to persons allowed on the contractor's premises constitutes a material breach of confidentiality and may be sufficient ground for default. Further, the contractor agrees to save the Government harmless in the amount of any judgment against the United States resulting from such a breach. At the Comptroller General's option, the contractor shall assign all of his rights of action against any person to the United States. Disclosure in violation of the Privacy Procedures also may involve the imposition of criminal penalties.

To the extent this contract provides for the operation, on behalf of the GAO, of the system of records to accomplish an agency function, it shall be subject to the requirements of any GAO Order or regulations pertaining to privacy procedures.

In addition to the foregoing, the following clauses will be included:

Citizenship

1. All employees on the contract who require access to information, property, or other assets or resources under the authority or control of GAO must either be U.S. citizens or have lawful U.S. permanent resident status.

2. It is the responsibility of the contractor to ensure that all employees on the contract meet the citizenship requirements and that proof of U.S. citizenship, permanent resident status, or employment authorization is provided to GAO's Office of Security and Emergency Management (SEM) upon request.

Access to GAO Building

1. All contract employees who require access to GAO Headquarters Building are subject to security screening. A GAO Form 65, (Notice of Visit), will be completed by the Contracting Officer's Representative (COR) or his/her designee for all visits.

2. All contract employees must be escorted and monitored at all times by the COR or his/her designee.

Information, Property or Other Assets Under GAO Control All access to information, property, or other assets or resources under the authority or control of GAO must be coordinated through the COR.

Termination for Convenience The Contracting Officer, by written notice, may terminate this contract, in whole or in part, when, in his sole discretion, he determines that it is in the Government's interest. Such notice will specify the effective date of termination. If this contract is terminated, the Government shall not be liable for any termination costs, and shall be liable only for payment under the payment provisions of this contract for the legal services rendered before the effective date of termination.

Termination for Default

(a) The Government may terminate performance of work under this contract in whole, or in part, if the Contractor defaults in performing this contract and fails to cure the default within 10 days (unless extended by the Contracting Officer) after receiving a notice specifying the default. Default includes failure to make progress in the work so as to endanger performance.

(b) The Contracting Officer shall terminate by delivering to the Contractor a Notice of Termination specifying that termination is for default of the Contractor, the extent of termination, and the effective date. It~ after termination for default, it is detem1ined that the Contractor was not in default or that the Contractor1s failure to perform or to make progress in performance is due to causes beyond the control and without the fault or negligence of the Contractor set forth in the Excusable Delays clause (see (c) below), the rights and obligations of the parties will be the same as if the termination was for the convenience of the Government.

(c) Excusable delays. The Contractor shall be liable for default unless nonperformance is caused by an occurrence beyond the reasonable control of the Contractor and without its fault or negligence, such as acts of God or the public enemy, acts of the Government in either its sovereign or contractual capacity, fires, floods, epidemics, quarantine restrictions, strikes, unusually severe weather, and delays of common carriers. The Contractor shall notify the Contracting Officer in writing as soon as it is reasonably possible after the commencement of any excusable delay, setting forth the full particulars in connection therewith, shall remedy such occurrence with all reasonable dispatch, and shall promptly give written notice to the Contracting Officer of the cessation of such occurrence.

52.212-5 Contract Terms and Conditions Required To Implement Statutes--Commercial Items (May 2019)

(a) The Contractor shall comply with the following Federal Acquisition Regulation (FAR) clauses, which arc incorporated in this contract by reference, to implement provisions of law or Executive orders applicable to acquisitions of commercial items:

(1) 52.203-19, Prohibition on Requiring Certain Internal Confidentiality Agreements or Statements (Jan 2017) (section 743 of Division E, Title VII, of the Consolidated and Further Continuing Appropriations Act, 2015 (Pub. L. 113-235) and %its successor provisions in subsequent appropriations acts (and as extended in continuing resolutions)).

(2) 52.204-23, Prohibition on Contracting for Hardware, Software, and Services Developed or Provided by Kaspersky Lab and Other Covered Entities (Jul 2018) (Section 1634 of Pub. L. 115-91).

(3) 52.209-10, Prohibition on Contracting with Inverted Domestic Corporations (Nov 2015).

(4) 52.233-3, Protest After Award (Aug 1996) (31 U.S.C. 3553).

(5) 52.233-4, Applicable Law for Breach of Contract Claim (Oct 2004)(Public Laws 108-77 and 108-78 (19 U.S.C. 3805 note)).

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(b) The Contractor shall comply with the FAR clauses in this paragraph (b) that the Contracting Officer has indicated as being incorporated in this contract by reference to implement provisions of law or Executive orders applicable to acquisitions of commercial items:

[Contracting Officer check as appropriate.]

(1) 52.203-6, Restrictions on Subcontractor Sales to the Government (Sept 2006), with Alternate l (Oct 1995) (41 U.S.C. 4704 and 10 U.S.C. 2402) X (2) 52.203-13, Contractor Code of Business Ethics and Conduct (Oct 2015) (41 U.S.C. 3509)).

X (3) 52.203-15, Whistleblower Protections under the American Recovery and Reinvestment Act of2009 (June 2010) (Section 1553 of Pub. L. 111-5). (Applies to contracts funded by the American Recovery and Reinvestment Act of 2009.)

_ (4) 52.204-10, Reporting Executive Compensation and First-Tier Subcontract Awards (Oct 2018) (Pub. L. l09-282) (31 U.S.C.

6101 note).

(5) [Reserved].

(6) 52.204-14, Service Contract Reporting Requirements (Oct 2016) (Pub. L. 111-117, section 743 of Div. CJ.

(7) 52.204-15, Service Contract Reporting Requirements for Indefinite-Delivery Contracts (Oct 2016) (Pub. L. 111-117, section 743 of Div. C).

_ (8) 52.209-6, Protecting the Government's Interest When Subcontracting with Contractors Debarred, Suspended) or Proposed for Debarment. (Oct 2015) (31 U.S.C. 6101 note).

_ (9) 52.209·-9, Updates of Publicly Available Information Regarding Responsibility Matters (Oct 2018) (41 U.S.C. 2313).

_ (10) [Reserved].

_ (l l)(i) 52.219-3, Notice of HUBZone Set-Aside or Sole-Source Award (Nov 2011) (15 U.S.C. 657a).

_ (ii) Alternate I (Nov 2011) of 52.219-3.

_ ( l2)(i) 52.219-4, Notice of Price Evaluation Preference for HUB Zone Small Business Concerns (Oct 2014) (if the vendor elects to waive the preference, it shall so indicate in its offer) (!5 U.S.C. 657a).

_ (ii) Alternate I (Jan 2011) of52.219-4.

_ ( 13) [Reserved] _ (14)(i) 52.219-6, Notice of Total Small Business Set-Aside (Nov 2011) (15 U.S.C. 644).

_ (ii) Alternate I (Nov 2011).

_ (iii) Alternate II (Nov 2011).

_ (15)(i) 52.219-7, Notice of Partial Small Business Set-Aside (June 2003) (15 U.S.C. 644).

_ (ii) Alternate I (Oct 1995) of52.2l9-7.

_ (iii) Alternate II (Mar 2004) of52.2l9-7.

_ (16) 52.219-8, Utilization of Small Business Concerns (Oct 2018) (!5 U.S.C. 637(d)(2) and (3)).

_ (l 7)(i) 52.219-9, Small Business Subcontracting Plan (Aug 2018) (15 U.S.C. 637(d)(4)).

_ (ii) Alternate I (Nov 2016) of 52.219-9.

_ (iii) Alternate II (Nov 2016) of 52.219-9.

_ (iv) Alternate III (Nov 2016) of 52.219-9.

_ (v) Alternate IV (Aug 2018) of52.2l9-9.

_ (18) 52.219-13, Notice of Set-Aside of Orders (Nov 2011) (15 U.S.C. 644(r)).

_ (19) 52.219-14, Limitations on Subcontracting (Jan 2017) (15 U.S.C. 637(a)(l4)).

_ (20) 52.219-16, Liquidated Damages--Subcontracting Plan (Jan 1999) (15 U.S.C. 63 7( d)( 4)(F)(i)).

_ (21) 52.219-27, Notice of Service-Disabled Veteran-Owned Small Business Set-Aside (Nov 2011) (15 U.S.C. 657 f).

_ (22) 52.219-28, Post Award Small Business Program Representation (Jul 2013) (15 U.S.C. 632(a)(2)).

_ (23) 52.219-29, Notice of Set-Aside for, or Sole Source Award to, Economically Disadvantaged Women-Owned Small Business Concerns (Dec 2015) ( 15 U.S.C. 637(m)).

_ (24) 52.219-30, Notice of Set-Aside for, or Sole Source Award to, Women-Owned Small Business Concerns Eligible Under the Women-Owned Small Business Program (Dec 2015) (15 U.S.C. 637(m)).

X (25) 52.222-3, Convict Labor (June 2003) (E.O. 11755).

X (26) 52.222-19, Child Labor--Cooperation with Authorities and Remedies (Jan 2018) (E.O. 13126).

X (27) 52.222-21, Prohibition of Segregated Facilities (Apr 2015).

X (28)(i) 52.222-26, Equal Opportunity (Sept 2016) (E.O. 11246).

_ (ii) Alternate I (Feb 1999) of 52.222-26.

X (29)(i) 52.222-35, Equal Opportunity for Veterans (Oct 2015)(38 U.S.C. 4212).

_ (ii) Alternate 1 (July 2014) of52.222-35.

X (30)(i) 52.222-36, Equal Opportunity for Workers with Disabilities (July 2014) (29 U.S.C. 793).

_ (ii) Alternate I (July 2014) of 52.222-36.

_ (31) 52.222-37, Employment Reports on Veterans (Feb 2016) (38 U.S.C. 4212).

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X (32) 52.222-40, Notification of Employee Rights Under the National Labor Relations Act (Dec 2010) (E.O. 13496).

X (33)(i) 52.222-50, Combating Trafficking in Persons (Jan 2019) (22 U.S.C. chapter 78 and E.O. 13627).

_ (ii) Alternate I (Mar 2015) of 52.222-50 (22 U.S.C. chapter 78 and E.O. 13627).

_ (34) 52.222-54, Employment Eligibility Verification (Oct 2015). (Executive Order 12989). (Not applicable to the acquisition of commercially available off-the-shelf items or certain other types of commercial items as prescribed in 22.1803 .)

_ (35)(i) 52.223-9, Estimate of Percentage of Recovered Material Content for EPA-Designated Items (May 2008) (42 U.S.C.

6962( c )(3 )(A)(ii)). (Not applicable to the acquisition of commercially available off-the-shelf items.)

_ (ii) Alternate I (May 2008) of 52.223-9 (42 U.S.C. 6962(i)(2)(C)). (Not applicable to the acquisition of commercially available off-the-shelf items.)

_ (36) 52.223-11, Ozone-Depleting Substances and High Global Warming Potential Hydrofluorocarbons (Jun 2016) (E.O. 13693).

_ (37) 52.223-12, Maintenance, Service, Repair, or Disposal of Refrigeration Equipment and Air Conditioners (Jun 2016) (E.O.

13693).

_ (38)(i) 52.223-13, Acquisition of EPEAT®-Registered Imaging Equipment (Jun 2014) (E.O.s 13423 and 13514).

_ (ii) Alternate I (Oct 2015) of52.223-13.

_ (39)(i) 52.223-14, Acquisition of EPEAT®-Registered Televisions (Jun 2014) (E.O.s 13423 and 13514).

_ (ii) Alternate 1 (Jun 2014) of52.223-14.

_ (40) 52.223-15, Energy Efficiency in Energy-Consuming Products (Dec 2007) (42 U.S.C. 8259b).

~- (4l)(i) 52.223-16, Acquisition of EPEAT®-Registered Personal Computer Products (Oct 2015) (E.O.s 13423 and 13514).

_ (ii) Alternate I (Jun 2014) of52.223-16.

_ (42) 52.223-18, Encouraging Contractor Policies to Ban Text Messaging While Driving (Aug 2011) (E.O. 13513).

_ (43) 52.223-20, Aerosols (Jun 2016) (E.O. 13693).

_ (44) 52.223-21, Foams (Jun 2016) (E.O. 13693).

_ (45)(i) 52.224-3, Privacy Training (Jan 2017) (5 U.S.C. 552a).

(ii) Alternate 1 (Jan 2017) of52.224-3.

_ (46) 52.225-1, Buy American--Supplies (May 2014) (41 U.S.C. chapter 83).

_ (47)(i) 52.225-3, Buy American--Free Trade Agreements--Israeli Trade Act (May 2014) (41 U.S.C. chapter 83, 19 U.S.C. 3301 note, 19 U.S.C. 2112 note, 19 U.S.C. 3805 note, 19 U.S.C. 4001 note, Pub. L. 103-182, I 08-77, 108-78, 108-286, 108-302, 109-53,109-169, 109-283, 110-138, 112-41, 112-42, and 112-43.

_ (ii) Alternate I (May 2014) of 52.225-3.

_ (iii) Alternate II (May 2014) of52.225-3.

_ (iv) Alternate III (May 2014) of52.225-3.

_ (48) 52.225-5, Trade Agreements (Aug 2018) (19 U.S.C. 2501, et seq., 19 U.S.C. 3301 note).

_ (49) 52.225-13, Restrictions on Certain Foreign Purchases (June 2008) (E.O.'s, proclamations, and statutes administered by the Office of Foreign Assets Control of the Department of the Treasury).

_ (50) 52.225-26, Contractors Performing Private Security Functions Outside the United States (Oct 2016) (Section 862, as amended, of the National Defense Authorization Act for Fiscal Year 2008; IO U.S.C. 2302 Note).

_ (51) 52.226-4, Notice of Disaster or Emergency Area Set-Aside (Nov 2007) (42 U.S.C. 5150).

_ (52) 52.226-5, Restrictions on Subcontracting Outside Disaster or Emergency Area (Nov 2007) (42 U.S.C. 5150).

_ (53) 52.232-29, Terms for Financing of Purchases of Commercial Items (Feb 2002) (41 U.S.C. 4505, 10 U.S.C. 2307(!)).

_ (54) 52.232-30, Installment Payments for Commercial Items (Jan 2017) (41 U.S.C. 4505, 10 U.S.C. 2307(f)).

X (55) 52.232-33, Payment by Electronic Funds Transfer--System for Award Management (Oct 2018) (31 U.S.C. 3332).

_ (56) 52.232-34, Payment by Electronic Funds Transfcr--Other than System for Award Management (Jul 2013) (31 U.S.C. 3332).

_ (57) 52.232-36, Payment by Third Party (May 2014) (31 U.S.C. 3332).

_ (58) 52.239-1, Privacy or Security Safeguards (Aug 1996) (5 U.S.C. 552a).

_ (59) 52.242-5, Payments to Small Business Subcontractors (Jan 2017)( 15 U.S.C. 637(d)(l3)).

_ (60)(i) 52.247-64, Preference for Privately Owned U.S.-Flag Commercial Vessels (Feb 2006) (46 U.S.C. Appx. 124l(b) and 10 U.S.C. 2631).

_ (ii) Alternate I (Apr 2003) of52.247-64.

_ (iii) Alternate II (Feb 2006) of 52.247-64.

(c) The Contractor shall comply with the FAR clauses in this paragraph (c), applicable to commercial services, that the Contracting Officer has indicated as being incorporated in this contract by reference to implement provisions of law or Executive orders applicable to acquisitions of commercial items:

[ Contracting officer check as appropriate.] 52.212-5 Contract Terms and Conditions Required To Implement Statutes or Executive Orders--Commercial Items (May 2019)_ (1) 52.222-17, Nondisplacemcnt of Qualified Workers (May 2014)(E.O. 13495).

_ (2) 52.222-41, Service Contract Labor Standards (Aug 2018) (41 U.S.C. chapter 67).

_ (3) 52.222-42, Statement of Equivalent Rates for Federal Hires (May 2014) (29 U.S.C. 206 and 41 U.S.C. chapter 67).

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_ (4) 52.222-43, Fair Labor Standards Act and Service Contract Labor Standards-Price Adjustment (Multiple Year and Option Contracts) (Aug 2018) (29 U.S.C. 206 and 41 U.S.C. chapter 67).

(5) 52 222-44, Fair Labor Standards Act and Service Contract Labor Standards--Price Adjustment (May 2014) (29 U.S.C 206 and 41 U.S.C. chapter 67).

_ (6) 52.222-51, Exemption from Application of the Service Contract Labor Standards to Contracts for Maintenance, Calibration, or Repair of Certain Equipment--Requirements (May 2014) (41 U.S.C. chapter 67).

_ (7) 52.222-53, Exemption from Application of the Service Contract Labor Standards to Contracts for Certain Services- Requirements (May 2014) (41 U.S.C. chapter 67).

_ (8) 52.222-55, Minimum Wages Under Executive Order 13658 (Dec 2015).

_ (9) 52.222-62, Paid Sick Leave Under Executive Order 13706 (Jan 2017) (E.O. 13706).

_ (10) 52.226-6, Promoting Excess Food Donation to Nonprofit Organizations (May 2014) (42 U.S.C. 1792).

(d) Comptroller General Examination of Record. The Contractor shall comply with the provisions of this paragraph (d) if this contract was awarded using other than scaled bid, is in excess of the simplified acquisition threshold, and does not contain the clause at 52.215-2, Audit and Records--Negotiation.

(I) The Comptroller General of the United States, or an authorized representative of the Comptroller General, shall have access to and right to examine any of the Contractor's directly pertinent records involving transactions related to this contract.

(2) The Contractor shall make available at its offices at all reasonable times the records, materials, and other evidence for examination, audit, or reproduction, until 3 years after final payment under this contract or for any shorter period specified in FAR subpart 4.7, Contractor Records Retention, of the other clauses of this contract. This contract is completely or partially terminated, the records relating to the work terminated shall be made available for 3 years after any resulting final termination settlement. Records relating to appeals under the disputes clause or to litigation or the settlement of claims arising under or relating to this contract shall be made available until such appeals, litigation, or claims are finally resolved.

(3) As used in this clause, records include books, documents, accounting procedures and practices, and other data, regardless of type and regardless of form.