Question and Answers_Amendment 0004.pdf

Question # Reference Question Category Question Government Response 1 General Technical Does the California Knox-Keene Health Care Service Plan Act and Regulations apply to this EAP program? Yes. For the components that have locations in California, the Knox-Keene Service Plan Act and is applicable.

2 General Technical Please provide EAP utilization historical data? See Attachment 31 - Utilization report.

3 General Pricing Please provide historical utilization of face to face/telephonic sessions for domestic and for international for members that have gone to a contractor affiliate provider? Data not available for face to face vs. telphonic sessions or for international usage.

4 General Technical Please provide Critical Incident historical data? How many of these events were conducted by onsite staff counselors vs. network affiliate counselors? See Attachment 31 - Utilization report.

5 General Technical Please provide WorkLife utilization historical data, breakdown of cases in last 12 months for Childcare, Eldercare, Daily Living and Legal/Financial. See Attachment 31 - Utilization report.

6 General Technical Please identify services available for international employees, i.e., EAP, WorkLife, Critical Incident

Response, Trainings, Presentations, Orientations, WorkLife Kits, etc. It is the Government's desire to have all services available for international employees.

7 General Technical Please provide a list of the number of covered lives by the countries served. The Government is not sure of your definition for covered lives. However, for this requirement, the total population that is represented in the estimated workload is 554,943 members. The exact breakout of the population is included in the Technical Exhibits 11 - 30 - Estimated Workload Data.

8 General Technical Please provide utilization historical data for international services.

Data not available for international usage.

9 PWS Section 5.9.8. Work-Life Kits Technical Can the government please provide worklife kit historical data? Yes. Amendment 0004 updates Attachment 31 - Utilization Report to include the number of kits for work-life historical data.

10 General Contract Given the agencies served, security clearance requirements, and the storage and retention of PII/PHI in the contractor's systems, are there IT Security requirements for this contract? Please see Attachment 1 - PWS Section 1.6.7 Security Requirements.

11 Extension Will the government provide a 30 day extension to this RFP in order to provide adequate time for non-incumbent contractors to provide a quality RFP response? Yes. Please see Amendment 0003 for the updated solicitation due date.

12 RFP Solicitation #HQ0034-20-R-0210 SF 1449 - Continuation Sheet CLIN 0005; PWS 1.6.13 - Contractor Travel

Contract Please clarify the travel NTE dollar amount. The SF 1449 Item No 0005 states "The Not-to-Exceed amount for travel is $150,000.00." Section 1.6.13 of the PWS states "The Not-to- Exceed amount for travel is $10,000." Please see Attachment 1 - Revised PWS Section 1.6.13 for the updated Not-to-Exceed amount for travel.

13 RFP Solicitation #HQ0034-20-R-0210 SF 1449 - Continuation Sheet CLIN 0006; PWS Section 1.6.17 - Phase In/Phase Out Period

Contract Please clarify the contract Phase In period. The SF 1449 Item No 0006 allows for pricing of one (1) month of Phase in activity. Section 1.6.17 of the PWS states "the Contractor shall have personnel on board, during the sixty (60) day, phase in/phase out periods." Please see the updated SF1449 which includes a 60 day transition period.

14 RFP Solicitation #HQ0034-20-R-0210 SF 1449 - Continuation Sheet

Contract Please confirm the government intends to award and complete contractor implementation to meet the POP listed as 10NOV2020. Please see Soliciation #HQ0034-20-R-0210 Amendment 0003 for the updated delivery information.

15 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212- 1 Addendum "Instructions to Offeror" Section E. Factor 1 Phase-In Plan

Contract In order to provide an orderly transition for the large volume of employees and their families currently served by the EAP, an industry standard 90 day transition from award of the contract to contract start date/date of service delivery is requested in accordance with FAR 52.237-3 Continuity of Services. This will allow sufficient time for coordination of benefits for each agency in accordance with federal requirements, transition of care with provider networks, transition and systems training of incumbent staff while maintaining steady state, implementation of a communication plan with agency stakeholders and management, interim adjudication of security clearance where applicable, and a smooth transition for all small business vendors working with the prime to stand up the contract.

Please see Soliciation #HQ0034-20-R-0210 Amendment 0003 for the updated delivery information.

16 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212-

1 Addendum "Instructions to Offeror" Contract 52.212-1 Addendum states, "The Government anticipates award of a Single Award Indefinite Delivery /

Indefinite Quantity (IDIQ) contract along with Task Orders 1, 2, and 3 (Government reserves the right to issue additional task orders when applicable)". Please provide clarification regarding which Task Orders are Task Orders 1,2, and 3.

The task order information will be provided during the award of the IDIQ. However, each task order will be a portion of the total population.

17 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212- 1 Addendum "Instructions to Offeror" Section A.

Proposal Volumes Requirements; A.1.6

Contract This section states there is a 10MB limit for all electronic submission per email. May offerors submit multiple emails if their entire package is more than 10MB? No. Please review Solicitation #HQ0034-20-R-0210 FAR Clause 52.212-1 Addendum "Instructions to Offeror"

Section A.1.6 - Electronic Submission.

18 HQ0034-20-R-0210 EAP Final Beta SAM; Section C, page

72 of 86, 3rd paragraph; HQ0034-20-R-0210 Contract Page 72 states, "Prime contractors must maintain a minimum of 30% of the total contract value to small business concerns throughout the life of the contract," and requires letters of commitment, joint ventures, or teaming agreements with small business concerns and supporting documentation to be included with the offer. The percentage of 30% small business participation to total dollars on the contract is an aggressive goal, and one that was not published as part of the draft solicitation. Will the government consider an extension to allow for maximum participation from small business vendors/subcontractors and more time to secure all required documentation from these small businesses, per FAR 19.202-4?

Yes, the Government has extended the proposal due date. Please see Solicitation #HQ0034-20-R-0210 Amendment 0003 FAR 52.212-1 Addendum "Instructions to Offerors"

19 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212- 1 Addendum "Instructions to Offeror" Section C.

Pass/Fail Criteria (Volume II) Small Business Participation Commitment Document Instructions

Small Business Is it the government's intent that the requirement for small business utilization is 30% of the contract value or is it 30% of the subcontracted dollars?

Yes, Small Business utiliation is 30% of the contract value. Please refer to FAR 52.212-1 Addendum "Instructions to Offerors" of the solicitation

20 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212- 1 Addendum "Instructions to Offeror" Section C.

Pass/Fail Criteria (Volume II) Small Business Participation Commitment Document Instructions

Small Business Attachment 10 states indirect costs can be included in calculating the small business goals. If indirect costs are included in Attachment 10 and Attachment 7, is it the government's intent that letters of commitment and all vendor info (name, NAICS, business category) are to be provided for vendors utilized for these indirect costs or is it only required for direct subcontractors performing substantial portions of the contract? It does not seem feasible to obtain letters of commitment from all indirect cost vendors that would be utilized over the course of the 5 year contract. Please complete Attachment 7 - Small Business Participation Commitment Document and Attachment 10 -

Subcontracting Plan in accordance to the instructions of the solicitation.

21 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212-

1 Addendum "Instructions to Offeror" Section D. Small Business Subcontracting Plan (Volume III)

Small Business Section D states the offeror is required to use the Small Business Subcontracting format provided as Attachment 10. Can minor modifications be made to the format as needed as long as it meets the 15 required elements per FAR 52.219-9(d) as stated on the first page of the attachment?

No. Please complete Attachment 10 - Subcontracting Plan in accordance to the instructions of the solicitation.

22 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212- 1 Addendum "Instructions to Offeror" Section E. Factor

Contract Page 73 E. Factor 1 Phase-In Plan asks the offeror to demonstrate the offerors approach for providing the necessary resources to ensure and maintain quality levels and staffing levels for the 30 day phase in period. While an incoming contractor work with the outgoing contractor to support the goal of steady state when recruiting and training incumbent staff, maintaining quality service levels during a transition in period is the responsibility of the outgoing contractor, unless the government intends the first 30 days after the contract start date/date of service delivery to encompass transition. Can the government please clarify the intent of this requirement so that offerors may respond appropriately?

It is the Government's expectation for the incoming and outgoing vendors to work together in order for the services to continue without any disruption during the 60 day phase-in period in accordance with PWS Section

1.6.19 - Continuity of Services. Please see Amendment 0003.

23 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212- 1 Addendum "Instructions to Offeror" Section E. Factor

Contract This section asks offerors to include a Phase-in Plan. The Phase-in Plan is not listed as a required section in the Proposal Volumes Requirements table on pages 68 and 69. Will the government consider assigning a 2 page limit specifically for the Phase-in Plan?

Yes. Please see Amendment 0003 for the updated language under Solicitation #HQ0034-20-R-0210 FAR Clause 52.212-1 Addendum "Instructions to Offeror."

24 RFP Solicitation #HQ0034-20-R-0210 FAR Clause 52.212- 1 Addendum "Instructions to Offeror" Section E. Factor 1; PWS Section 5.5 Task 5 - Field Consultants

Technical Please clarify the difference between Onsite Staff Counselors noted in the Key Personnel section on page 75 of the HQ0034-20-R-0210_EAP_Final_Beta.SAM document and Onsite Field Consultants listed in Section 5.5 of the PWS. Are these two separate onsite labor categories?

Onsite Staff Counselors and Onsite Field Consultants are the same position. Therefore, the solicitation has been updated to include consistent language identifying these positions as Onsite Counselors. Please see Amendment 0003 for the updated PWS.

25 RFP Solicitation #HQ0034-20-R-0210; Special Requirements; H2 DOD Building Pass Issuance (d)

Contract The language in this section reads "Personnel whose activity does not require them to enter JSP or other access controlled areas, or whose activity within the facility is limited to construction areas prior to the stripping of structural concrete formwork, will not be required to obtain a JSP Building Pass."

Please define JSP and the applicability of this requirement to the Onsite Staff Counselors.

Please see Solicitation #HQ0034-20-R-0210 Amendment 0003 Special Requirements H-2 DoD Building Pass Issuance 26 PWS Section 1.6.11 - Key Personnel Technical Which contractor personnel require an NACI check? Will the expense of the NACI be bore by the contractor or the government? One Field Consultants require NACI. The expense will be bore by the contractor 27 PWS Section 1.6.11 - Key Personnel Technical Are all Key Personnel required to be 100% dedicated to this contract? Yes 28 PWS Section 1.6.11 - Key Personnel Technical Can Qualified onsite Staff Counselors provide services via video in lieu of in person face to face counseling sessions, if preferred by the employee? Yes. Telehealth services can be provided.

29 PWS Section 1.6.11 - Key Personnel Technical Can Qualified onsite Staff Counselors be part of an independent affiliate network and not direct employees of the contractor? Yes. Subcontract is encouraged 30 PWS Section 1.6.11 - Key Personnel Contract If the successor contractor plans to retain the majority of the incumbent contractors "Qualified onsite

Staff Counselors" will the requirement for "Signed Commitment Letters for Key Personnel" be waived for this group? No.

31 PWS Section 1.6.11 - Key Personnel Technical Is there a level of degree required, i.e. Bachelors, Master's or will lower level degree, i.e. Associate be sufficient Please refer to PWS Section 1.6.11 - Key Personnel.

32 PWS Section 2.1.6 - Key Personnel Technical Please clarify who "persons listed in the proposal" are. Are these persons key personnel? Section 2.1.6 refers to Key Personnel.

33 PWS Section 3.2 - Facilities; Section 3.4 - Equipment Technical Please define when a contractor employee would be considered a "tele-worker."

Please reference Amendment 0003 for the updated PWS.

34 PWS Section 3.2 - Facilities; Section 3.4 - Equipment Technical Please provide clarification around government and contractor furnished equipment for tele-workers.

PWS language reads "The federal government will provide basic services to phones, desks, utilities, information technology, and general office supplies) while working in federal government facilities.

Tele-workers will only use federal government furnished equipment to remotely access DoD networks." Does this mean that the contractor is responsible for providing items such as phones and general office supplies for tele-workers since these items would not be used to remotely access DoD networks? Yes.

35 PWS Section 3.5.4 Technical This section speaks to invoices the contractor will provide to the government, what types of invoices are these?

Please see the updated section 3.5.4 of Amendment 0003 for the updated PWS.

36 PWS Section 4.2 - Facility Clearance Technical Please confirm the language of "contractor employees performing work in support of this contract shall have been granted up to and including SECRET security clearance" applies to Onsite Staff Counselors only. If not, what contractor employees are required to obtain security clearances?

A secret security clearance is not required. Please see updated section 4.2 of Amendment 0003.

37 PWS Section 4.2 - Facility Clearance Technical It does not appear that the DD 254 was included as an attachment. Can the government please provide? A dd254 is not required.

38 PWS Part 4, Section 4, 4.2, page 10, 2nd paragraph;

PWS Part 1, Section 1.6, 1.6.7, page 2, 8th paragraph;

PWS Part 5, Section 5.5 Task 5; 5.5.3, page 14, 7th paragraph; PWS Technical Exhibit 2, Security Clearance Report, page 29, 3rd line

Technical Please clarify the required level of clearance for all contractor personnel. Are Field Consultants the only position that will require clearance? Will DoD sponsor the prime contractor in order to obtain the necessary background checks and facility clearance (as applicable)?

No. A facility clearance is not required.

39 PWS Section 5.1.3 Technical Please provide the technical specifications regarding the Wide Area Workflow e-business suite. Is this a software package the contractor must obtain, or is it hosted on the internet? Who will provide access and training/support for this system to the contractor? Please refer to the WAWF instructions clause.

40 PWS Section 5.2.1 Technical Language in this section reads "contractor will be responsible for answering phones within a timely manner, establishing eligibility for services." Will the government provide the contractor with eligibility files or is the EAP to be assumed eligibility? All agencies identified in the PWS are eligible for EAP services. Please refer to the PWS.

41 PWS Section 5.2. Task 2 – National/International Call Center Support

Technical If the government provides an eligibility file, please indicate the frequency and file type that will be sent to the contractor?

No, the government will not provide a file. All agencies identified in the PWS are eligible for EAP services. Please refer to the PWS.

42 PWS Section 5.2 Task 2 - National/International Call Center Support

Technical Is VTC first answer in place today in current DoD EAP contracts? This does not appear to be a viable technology from any national carrier that would allow accurate call routing, tracking, or recording.

No. See Amendment 0003 for updated PWS. VTC language will be updated to reflect the needed requirement.

43 PWS Section 5.2 Task 2 - National/International Call

Center Support Technical Is the intent of this requirement that the contractor have the ability to connect with all participants

24/7/365 via Video Teleconferencing (VTC), or is the intent truly a requirement to answer incoming calls via VTC? No. See Amendment 0003 for updated PWS. VTC language will be updated to reflect the needed requirement.

44 PWS Section 5.2 Task 2 - National/International Call Center Support

Technical Currently, some organizations included as part of the RFP exhibits have dedicated toll free numbers for their EAPs. Should the contractor assume that these TFNs will not transfer at transition?

That is correct. They will not transfer. The new vendor will be required to provide a new toll-free number.

45 PWS Section 5.3 Task 3; Section 5.3.14 Technical Can the contractor assume that the message forums are not interactive in nature? No. The message forums are not interactive in nature. See amendment 0003

46 PWS Section 5 - Specific Tasks; 5.5. Task 5 - Field Consultants; Section 5.5.3

Technical Will the Statement of Public Trust for the contractor staff be performed in the e-QIP system under the government agency code? Yes.

47 PWS Section 5.5 Task 5, 5.5.6, page 15, 2nd paragraph;

Technical Exhibit 3- Washington Headquarters Service, Page 1, 1st table, CLIN 002

Technical/Pricing PWS 5.5.6 indicates 2 total FTEs for WHS, while Technical Exhibit 3 indicates the contractor should price for only 1 FTE (1,880 hours). Should the contractor price 2 FTEs according to 5.5.6 or 1 FTE per the technical exhibit? Please reference the updated Technical Exhibit 3 - Washington Headquarters Services.

48 PWS Section 5.6 Task 6 - Critical Incident Response Services

Technical Please confirm the use of Staff Counselor in this section refers to Onsite Staff Counselors.

Yes. The use of Staff Counselors in this section referes to Onsite Counselors. See updated language

49 PWS; 5.6. Task 6 - Critical Incident Response Services;

Section 5.6.2

Technical Please confirm the travel/expedited travel for Critical Incident events is part of the NTE Travel dollars allocated for this program. Also, we assume if travel dollars are exceeded in response to a critical incident, the travel costs would be reimbursable by the government. Is this assumption correct? Yes. Travel/expedited travel for Critical Incidents events is part of the NTE. Travel costs will be reimbursed if exceeded.

50 PWS; 5.9 Task 9 - Work-Life Services; Section 5.9.8.

Work-Life Kits Technical

Does the government have required content to be included in each of the WorkLife Kits? If so, please provide a listing of required materials for each of the kits. No. Please propose based on industry best practices.

51 PWS Section 5.11. Task 11 - Supervisor and Employee Orientations

Technical Please clarify what is meant by the language "An orientation not done by Onsite Field Consultants at their own location will be on a fee for service basis." What if an agency does not have an onsite field consultant or onsite staff counselor? Are all orientations to these agencies to be priced outside of the FFP and identified in CLIN 003? If so, what is the historical volume for Fee For Service orientations?

Please See Amendment 0003 of the PWS. Language in section 5.11 has been revised.

52 PWS Section 5.11 Task 11 - Supervisor and Employee

Orientations; Section 5.11.6 Technical Language in this section reads "In locations with multiple federal agencies, the Contractor will encourage joint orientation sessions." If one of the agencies, in a location with multiple agencies, has an onsite staff counselor, will the other agencies attending the orientation be required to purchase the service as a fee for service? No. Please See Amendment 0003 of the PWS. Language in section 5.11 has been revised.

53 PWS Section 5.11. Task 11 - Supervisor and Employee Orientations; Section 5.11.15

Technical Please clarify what is meant by the language "Educational presentations and seminars not done by Onsite Field Consultants at their own location will be on a fee for service basis." What if an agency does not have an onsite field consultant or onsite staff counselor? Are all educational presentations and seminars to these agencies to be priced outside of the FFP and identified in CLIN 003? If so, what is the historical volume for Fee For Service orientations? Please See Amendment 0003, Language in section 5.11 has been revised.

54 PWS Section 5.12 Task 12 - Quality Control Technical There appears to be a typo on page 21 of the PWS. The numbering on this page goes from 5.12.6 to

5.21. Are there additional requirements between 5.12 and 5.21? In addition, some of the language in 5.21-5.21.11 appears to be similar to language found in Sections 3.2 and 3.4; however, terminology and specificity in standards contain differences. Please clarify which Section(s) the contractor should follow. Please see revised PWS

55 PWS Technical Exhibit 2- Deliverables Schedule Technical Please provide information on what is required for the Security Clearance Report.

There is not a security clearance report required. Please see updated Technical Exhibit 2.

56 PWS Technical Exhibit 2 - Deliverables Schedule Technical Please provide information on what is required for the Project Outline. Please See Amendment 0003, Language in Technical Exhibit 2 - Deliverables Schedule has been updated.

57 PWS Technical Exhibit 2- Deliverables Schedule Technical Please confirm "Within five (5) days of contract placement" means the same as "Within five (5) days of contract award." If not, please define "contract placement." Confirmed. Please see udpated Technical Exhibit 2 - Deliverables Schedule.

58 PWS Technical Exhibit 2- Deliverables Schedule Technical Please provide expected elements of the Written Monthly Status Report. Examples include Nature of the call, Monthly Utilization by Category, Time Responsiveness and Referral Rate.

Elements of reports will be determined at Contract Award Kick-Off Meeting and may change throughtout the period of performance.

59 PWS Technical Exhibit 3- IDIQ Estimated Workload Data Technical Can the government please confirm the historical data provided FTEs and Hours is accurate? Has there historically been 20 FTEs in each of the labor categories identified? For example, the chart lists 20 FTEs for Program Manager Assistant and 20 FTEs under Service Center Manager, EAP?

The historical data is an estimate. Because of the complexity of this requirement and the imprecision of the Government's estimate, Offerors should utilize industry and best practice when preparing their staffing levels for this requirement.

60 PWS Technical Exhibit 3; RFP Solicitation #HQ0034-20-R- 0209 Attachment 2; Non-Disclosure Agreement

Contract The NDA notes that the contractor would be performing support services to Joint Service Provider (JSP). Please define Joint Service Provider (JSP). Please amendment 0003 that removes JSP language.

61 PWS Technical Exhibit 3; RFP Solicitation #HQ0034-20-R- 0209 Attachment 11 - 30 Technical Exhibit 3 - Estimated Workload Data

Technical/Pricing Some of the technical exhibit documents have the direction to use knowledge and sound judgement when proposing price, while others require an exact bid proposal based on what is listed. Is the offeror directed to use "sound judgement and business practice" when preparing the cost proposal for only those technical exhibit documents that include this language? An example of this discrepancy is Technical Exhibit 3- Washington Headquarters Service versus Technical Exhibit 3- Defense Information Systems Agency

Yes. The Offeror should use sound judgement and business practice when preparing cost proposals only for those technical exhibits that include this language for Onsite Support Services.

62 PWS Technical Exhibit 3; RFP Solicitation #HQ0034-20-R- 0209 Attachment 11 - 30 Technical Exhibit 3 - Estimated Workload Data

Contract What agencies are expected to transition to the incoming contractor upon award as task orders?

All agencies with the exception of Navy and Air Force.

63 PWS Technical Exhibit 3; RFP Solicitation #HQ0034-20-R-

0209 Attachment 11 - 30 Technical Exhibit 3 - Estimated Workload Data

Technical Some population numbers are not populated in the Locations Section of several of the documents.

Will the government provide population data for all agency locations post-award for network sizing purposes? Please See Amendment 0003 of the PWS. Techncial Exhibit 3 has been updated.

64 PWS Technical Exhibit 3; RFP Solicitation #HQ0034-20-R- 0209 Attachment 11 - Technical Exhibit 3 - Army, CLIN 0001 page 1, CLIN 1001 page 2, CLIN 2001 page 2, CLIN 3001 page 3, CLIN 3001 page 3, CLIN 4001 page 4, Locations Pages 5 and 6

Pricing Currently, the Army civilian population is served through a variety of contractors, each with a separate EAP contract unless currently served under the DoD EAP sole source IDIQ contract. The contractor is directed to price for 234,299 employees for the purposes of the IDIQ, but the location and population data on pages 5 and 6 account for only about 12% of the total Army civilian employee population. Can the government please clarify the size of the expected Army population at award, and provide insight regarding any phase in of remaining employees over the life of the contract? This will impact pricing due to the size of the organization and the impact on the total number of employees served on the contract.

Please reference Technical Exhibit 3 - Army, for the population.