Tab_32_-_Amendment_02_SP4701-17-R-0006.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT 1. CONTRACT ID CODE

2. AMENDMENT/MODIFICAITON NO. 3. EFFECTIVE DATE 4. REQUISITION/PURCHASE REQ. NO. 5. PROJECT NO. (If applicble)

7. ADMINISTERED BY (If other than Item 6) CODE

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA FAR (48 CFR) 53.243

FACILITY CODE

9A. AMENDMENT OF SOLICIATION NO.

9B. DATED (SEE ITEM 11)

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers is extended, is not extended.

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:

(a)By completing items 8 and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment your desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPIRATION DATA (If required)

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER

NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc. ) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15C. DATE SIGNED

15A. NAME AND TITLE OF SIGNER (Type or print)

16C. DATE SIGNED

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

14. DESCRIPTION OF AMENDMENT/MODIFICATION ( Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

PAGE OF PAGES

6. ISSUED BY CODE

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code) (X)

CODE

15B. CONTRACTOR/OFFEROR

(Signature of person authorized to sign)

16B. UNITED STATES OF AMERICA

(Signature of Contracting Officer)

NSN 7540-01-152-8070

Previous edition unusable

1 24

02 Dec 9, 2016

SP4701

DLA Contracting Services Office Philadelphia Site 700 Robbins Ave.

Philadelphia, PA 19111 (M. Sullivan 215-737-4851)

SP4701-17-R-0006

Nov 15, 2016

See Pages 2-24 and Attachment “FY17 DAI Agency Help Desk SOP."

Amendment 02 – SP4701-17-R-0006

Solicitation SP4701-17-R-0006 is amended as follows:

This amendment contains revisions (adds/changes/deletions) to the solicitation requirements as well as answers to offeror questions.

1. The RFP closing date is hereby extended until December 20, 2016 @ 3:00pm Eastern Standard Time.

2. On page 77 of the RFP, under section L.3 “Proposal Preparation Instructions, second paragraph:

DELETE:

Your proposal shall be prepared in three separate volumes and provided in the quantities shown below. Non-Price Proposals shall provide information following the technical proposal factors format. Proposals that do not provide the required information in the prescribed format may be excluded from further consideration.

REPLACE WITH:

Your proposal shall be prepared in two separate volumes and provided in the quantities shown below.

Non-Price Proposals shall provide information following the technical proposal factors format.

Proposals that do not provide the required information in the prescribed format may be excluded from further consideration.

3. On page 9 of the RFP, first bullet:

DELETE:

The contractor shall submit agency implementation and deployment project plans to the DAI COR. All project plans submitted by the contractor shall include staffing plans. All project plans shall be updated monthly detailing what tasks have been completed and what tasks are ongoing.

The project plans shall be delivered to the DAI COR monthly.

4. On page 9 of the RFP, last bullet:

DELETE:

• The contractor shall submit a written Monthly Status Report (MSR) to the DAI COR beginning 30 days after contract award and every 30 days thereafter. Each monthly report shall be delivered to the DAI COR by the 15th of each month in electronic format. Work associated with every active task is to be accounted for in the report. MSRs must be submitted on the prime contractor’s letterhead. Failure to provide reports correctly shall cause resubmission by the contractor. The MSR shall include:

o A narrative review of work accomplished during the reporting period or significant events include projected completion dates.

o Upcoming activities o Status of major tasks and projects with task dependencies and interrelationships o Identification of any problems or delays and recommended solutions include risks and significant issues that may affect the completion of planned projects, schedule, funding and mitigation plan o Monitoring mechanisms including program metrics o Planned activities for the next month/future o Description of any travel or unique services provided o Identify future travel requirements o Status of resources expended to date (hours, dollars, labor category and name) and remaining balances o Projected 100% funds depletion date o Additional reporting to be included in the MSR will be identified in individual task

REPLACE WITH:

• The contractor shall submit a written Monthly Status Report (MSR) to the DAI COR beginning 30 days after contract award and every 30 days thereafter. Each monthly report shall be delivered to the DAI COR by the 15th workday of the month in electronic format.

Work associated with every active task is to be accounted for in the report. MSRs must be submitted on the prime contractor’s letterhead. Failure to provide reports correctly shall cause resubmission by the contractor. The MSR shall include:

o A narrative review of work accomplished during the reporting period or significant events include projected completion dates o Upcoming activities o Identification of any problems or delays and recommended solutions include risks and significant issues that may affect DAI o Monitoring mechanisms including program metrics o Description of any unique services provided o Identify future travel requirements o List of all resources (Name, Position, DAI Team Supporting)

5. On page 42 of the RFP, section F.1:

DELETE:

The majority of the work under this task order will be performed at the Defense Agency Initiative PMO location in the Washington, D.C. metro area. On occasion, it may be necessary for the offeror to travel to the other local locations worldwide:

Defense Agencies Initiative (DAI) Suffolk Building 5611 Columbia Pike

Falls Church VA 22041

The Offeror shall designate and assign key personnel to the DLA on a full-time basis, 5 days a week, Monday-Friday (0600 - 2400) and Sunday (1600 – 2400).

The DAI PMO intends to provide the office space and necessary equipment (e.g., modular desk space, telephone, network connectivity, printer access, plotter access, copiers, and conference rooms) to the contractor. The DAI PMO will provide desktops to the Contractor.

REPLACE WITH:

The majority of the work under this task order will be performed at the Defense Agency Initiative (DAI) Program Management Officer (PMO) location in the Washington, D.C. metro area. On occasion, it may be necessary for the offeror to travel to the other local locations worldwide:

Defense Agencies Initiative (DAI) Suffolk Building 5611 Columbia Pike Falls Church VA 22041

The DAI PMO intends to provide the office space and necessary equipment (e.g., laptops, monitor, keyboards, telephone, network connectivity, printer access, plotter access, copiers, modular desk space, and conference rooms) to the contractor.

The Offeror shall designate key personnel to work on-site on a full-time basis, 5 days a week, Monday-Friday 8:00 a.m. through 4:30 p.m.

The offeror shall provide DAI Help Desk Tier 2/3 Support as described in section C.4.1.2 Subtask 1.2.

6. On page 52 of the RFP:

DELETE:

FAR 52.217-9 – Option to Extend the Term of the Contract (Mar 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor within 3 days of contract expiration; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause shall not exceed 39 months.

REPLACE WITH:

FAR 52.217-9 – Option to Extend the Term of the Contract (Mar 2000)

(a) The Government may extend the term of this contract by written notice to the Contractor within 3 days of contract expiration; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 30 days before the contract expires. The preliminary notice does not commit the Government to an extension.

(b) If the Government exercises this option, the extended contract shall be considered to include this option clause.

(c) The total duration of this contract, including the exercise of any options under this clause shall not exceed 27 months.

7. On page 29 of the RFP, C.13 “Travel”, first sentence:

DELETE:

Travel will be accomplished on a cost reimbursement basis and will be conducted in accordance with FAR 31.205-46 and is non-fee bearing.

REPLACE WITH:

Travel will be accomplished on a Time-and-Materials basis and will be conducted in accordance with FAR 31.205-46 and is non-fee bearing.

8. On page 98, last table “Rating Scale”:

DELETE:

Please use the following ratings to answer the questions on page 3

REPLACE WITH:

Please use the following ratings to answer the questions above.

9. QUESTIONS AND ANSWERS:

1. “Prepare and return 4 copies of the Non-Price Proposal (3 hard copies and 1 Email Copy) and 4 copies.” Are Offerors to submit one (1) original hard copy and a total of seven (7) hard copies of the Non-Price Proposal? Please clarify the total number of copies of the Non-Price Proposal required.

Government Response: To clarify, offers shall return 4 copies of Non-Price Proposal (3 hard copies and 1 Email copy). Offerors shall return 4 copies of the Price Proposal (3 hard copies and 1 Email copy).

2. “On average, the DAI Help Desk Tier 2/3 receives 1750 tickets per month based on current deployed agencies.”

Of the 1750 monthly tickets received, how many are handled at Tier 2?

Government Response: Historically 75% with an upward trend.

Of the 1750 monthly tickets received, how many are handled at Tier 3?

Government Response: Historically 25% with a downward trend.

Of the 1750 monthly tickets received, how many are received, on average, after hours?

Government Response: Approximately 20% of tickets were received between 1800-0700 Eastern Time.

What is the average call duration for Tier 2 tickets?

Government Response: All tickets are received through Serena Request Center so call times are not measured.

What is the average call duration for Tier 3 tickets?

Government Response: All tickets are received through Serena Request Center so call times are not measured.

3. “September and October are very heavy ticket months due to end of Fiscal Year activities, during this time, the tickets increase approximately 20%.” Does the current contractor increase the number of help desk staff during the heavy ticket months?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

4. “Populate and maintain websites that include relevant product information and is accessible to the DAI user community.” Is the contractor responsible for maintaining the websites, or only updating the data?

Government Response: Contractor is only responsible for creating and updating content according to approved templates and style guides.

5. Are the PRS listed in paragraph 15.1.6 the same as in the current contract?

Government Response: The Performance Requirement Summary (PRS) are similar to the current contact but not exactly the same.

Has the current contractor consistently met all Performance Thresholds throughout the period of performance?

Government Response: Performance metrics on another contractor will not be disclosed.

6. “Disincentives are applied for ratings of “Fair”, “Marginal”, and “Unsatisfactory” as follows:”

Are these disincentives the same as in the current contract?

Government Response: See question #5.

7. “The majority of the work under this task order will be performed at the Defense Agency Initiative PMO location in the Washington, D.C. metro area.”

What is the address of the DAI PMO?

Government Response: Defense Agencies Initiative (DAI)/J62A Suffolk Building 5611 Columbia Pike Falls Church, VA 22041

What work will be performed at location(s) other than the DAI PMO?

Government Response: Non-Peak Hours, Weekday Hours after 1800, and Sunday hours.

Is there a possibility of working remotely?

Government Response: Yes, but expectation is to have the majority of the Help Desk team physically located in the building. Any travel to the DAI PMO from a remote location will be at the expense of the contractor/contractor employee and not billable to the contract.

8. “Base Year: 12 Months (From effective date of award).”

What is the anticipated date of award?

Government Response: The government target is an on or before March 02, 2017 award.

However, award timeframe depends on the circumstances of the award process.

What is the expiration date of the current contract for these services?

Government Response: Current contract expires on March 02, 2017.

9. “Your proposal shall be prepared in three separate volumes and provided in the quantities shown below.” What information is to be provided in Volume III?

Government Response: This is a typo as only two volumes are required. Please see number 2 of this amendment.

10. “Signed copies of Standard Form SF33 and any Amendments (Standard Form SF30) shall be included with the proposal submission.” In which volume should Offerors include the SF33 and SF30(s)?

Government Response: The offeror can address this in any volume. It is recommended to include them in the beginning of the proposal.

11. “12 point Times New Roman font.” May Offerors submit information in tables, graphics and illustrations in a font smaller than 12 point Times New Roman, such as Arial 10-point font?

Government Response: Yes, for tables, graphics and illustrations.

12. “FAR 52.204-8 - Annual Representations and Certifications (Oct 2016).”

In which volume are Offerors to address FAR 52.204-8?

Government Response: The offeror can address this in any volume.

Where in the volume should Offerors address FAR 52.204-8?

Government Response: The offeror can address this in any volume.

13. “The offeror shall propose an approach to handling the knowledge transfer process with the incumbent and illustrate an understanding of the importance and critical steps in making it a success.” What is the name of the incumbent?

Government Response: The incumbent is Credence Management Solutions.

14. “The Government will evaluate the offeror’s price proposal in accordance with FAR 15.404, Proposal Analysis in order to determine that the price is fair and reasonable.”

What was the total value of this contract for 2015, and YTD for 2016?

Government Response: The total value of the previous contract which includes a 12-month base period, two 12-month option periods, a 6 month transition out period and travel was $8,241,568.79.

What is the contract or order number of the current contract?

Government Response: The previous contract number is SP4701-14-C-0025.

15. Can the Government please clarify whether a copy of the entire solicitation must be submitted with the Offeror’s proposal? See page 5, Reminder Table item number 3, as the point of reference for the question.

Government Response: Correct, solicitation shall be signed and any fill in areas required to be completed by the offeror should be completed.

16. How many FTEs are anticipated per key personnel LCAT?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

17. What is the current Level of Effort (LOE) for the incumbent contract?

Government Response: See question #16.

18. Which volume should include the offeror's proposed QASP?

Government Response: The QASP shall be included in the non-price proposal Volume I.

19. Within the evaluation criteria for Past Performance, the government is requiring relevant experience for Oracle Federal Financial Tier2/Tier 3 Helpdesk support. This is a limiting factor for businesses other than the incumbent. Will the government consider changing the relevant experience to include ERP DoD Help Desk Tier 1 support?

Government Response: Government is requiring relevant experience for Oracle Federal Financials at the Tier 2/3 Helpdesk level.

20. Will the government consider an extension of the deadline, so offerors have enough time to review the answers of the Q&A in order to determine qualification of their proposal and make necessary revisions?

Government Response: Yes, please see number 1 of this amendment.

21. Is the current incumbent staff supporting the contract over 3 shifts (i.e. a day shift, swing shift, and night shift)? If so, what are the hours and Level of Effort (LOE) for each shift?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

22. Given the support is 24x7, are all shifts located at the government site, or are non-core shift hours allowed to be remote support?

Government Response: Non-Peak Hours, Weekday Hours after 1800, and Sunday hours may be worked off-site.

23. Will the Government consider extending the closing date of this solicitation?

Government Response: See question #20.

24. Do all DAI serviced agencies operate out of a single production instance of Oracle Financials (for consistency of accounting and financial management processing options), and is it anticipated that all future growth (within the timeframe of this RFP) will be accommodated within that single production instance?

Government Response: DAI operates a single production instance and intends to accommodate future growth within a single instance.

25. Will the Government consider allowing or converting some open-ended tasks or task areas (e.g., papers, general consulting or analytical tasks), to be priced as time and materials rather than fixed price to allow added flexibility in staffing and resources?

Government Response: The contract will be Firm Fixed Price for the task areas. Only travel will be Time-and-Materials.

26. Page 8-10, Program Management –

a. Is there an incumbent PM team working these requirements and if so, what is the size of that team?

accomplish the tasks identified in the PWS.

b. Please define what makes a document “audit ready?”

Government Response: To clarify the Help Desk personnel are required to run User Management and Access Reports on a regular basis for monitoring purposes. These reports must be maintained in an Audit File as source artifacts for internal and External Auditors. In addition, on rare occasions HelpDesk personnel, may execute transactions in DAI on behalf of Agencies, source documentation authorizing these transactions must be maintained in the Audit File for timely presentation to Audit teams.

c. In order to staff/price, please provide more information regarding the number and scope of “white papers, point papers, approach papers and documentation.” Are these ad hoc or planned?

Government Response: Ad Hoc, for the most part the vendor will only be providing input to papers or documentation that may be occasionally developed by the DAI PMO.

d. Please clarify that “agency implementation and deployment project plans” are plans to provide only in-scope support for new agencies going live (functional expertise, help desk, etc.) and not full deployment plans and activities which may be the responsibility of Agency Implementation Teams.

Government Response: Language has been updated, see number 3 of this amendment.

e. For the Monthly Status Report, please confirm that the requirement to report “status of resources expended” will be modified as this RFP is a Fixed Price Performance Based Service Contract and not one that is only based on staffing and labor hours. For example, progress payments could be based on monthly activity or work output milestones, deliverables, or other metrics, rather than labor hours worked.

Government Response: Language has been updated, see number 4 of this amendment.

27. Page 11, DAI Help Desk – For staffing and pricing purposes, please clarify whether all or a portion of Help Desk personnel will be required to work on site or can telework (especially during overnight and non-peak hours). In general, will DLA allow the contractor’s management team to determine which project staff work on site, at an off- site location or telework?

Government Response: See question #22.

28. Page 12 – Given that the average number of Help Desk tickets is currently 1750, for planning purposes, what are the ticket growth expectations as new agencies are added?

Government Response: The Government expects ticket growth between 7-10%.

29. Page 14, Functional and Technical Support – For staffing and pricing purposes, please provide additional information to determine the level of effort to accomplish open-ended tasks, such as supporting requirements or managing consulting efforts.

Government Response: Support for requirements analysis is limited to twice a year Requirements reviews and historically involves a few hours of research and analysis for a small number <10 issues.

30. Page 14, 15 – Please clarify whether there is a current DAI Knowledge Base that the contractor is to maintain or if the contractor is to develop a new infrastructure within which to house this library? If there is a current infrastructure, can the government please define the scope and requirements to “populate and maintain websites” within this task area? If the contractor is to build websites, please describe what websites are to be developed. Will the Government make appropriate software/licenses available (e.g., SharePoint or other knowledge management (KM) product)?

Government Response: The Government intends to use the Serena Request Center Knowledge management tools, all licenses are available. The basic architecture/infrastructure exists the contractor would be responsible for creation, revision, update and retirement of knowledge artifacts and provide information and advice on expanding the knowledge infrastructure to meet requirements and assist in developing, collecting and analyzing metrics on the effectiveness of the knowledge management system. The contractor will not be responsible for the developing websites, but will produce content for upload to websites.

31. Page 19 – Based on the note in the middle of the page, please confirm that it is DLA’s intent that scope/staffing and pricing should be based on having to support the maximum number of agencies with the maximum number of users (less the DISA users comprising the Optional Task) starting on day one.

Government Response: Yes, vendor should provide costs to reflect to maximum number of agencies and users shown in the C.5.1 DAI Users & Deployment Schedule table in the RFP.

The DISA agency and users should be costed as an optional task for the (POP May 3, 2018 – March 2, 2019) – During Option Year 1.

32. Page 22, 42, Place of Performance and Government Furnished Space –

a. Please confirm that all contractor space needed is in the Suffolk Building in Falls Church, VA.

Government Response: Yes, office space will be provided by either assigned cubicle, shared work space, or hoteling.

b. How many concurrent FTEs can be accommodated?

Government Response: As many as needed to perform the contract.

c. Will there be dedicated space for some portion of the team in addition to shared or hotel space?

Government Response: Yes, several option are available.

d. We understand that each key staff member will be assigned and designated to the DLA on a full time (40 hours/week) basis. Please further explain the requirement designating “key personnel” assigned on a full-time basis, 5 days a week, Monday

– Friday (0600 – 2400) and Sunday (1600 – 2400).

Government Response: See number 5 of this amendment.

33. Page 77, Proposal Preparation Instructions, states that proposals are to be prepared “in three separate volumes,” yet only two volumes, Non-Price and Price, are specified. Please confirm that there are only two volumes to be delivered.

Government Response: See question #9.

34. Page 8, 81, Transition-in Plan – Please provide additional information regarding incumbent contractors’ specific responsibilities and timeframe to support this task area:

a. What is the duration of support overlap with the previous contractor?

Government Response: 3 months.

b. Will there be sufficient on site space and facilities to support both teams?

Government Response: Yes.

c. What Government resources are available to help support the transition?

d. Confirm whether Transition-in is to be considered a separate task priced within Task Area 1, and if it is to be priced as a separate FFP task, are there additional metrics to ensure full payment?

Government Response: Should not be costed separately, no additional metrics.

35. RFP, p 52, Section I, The clause “Option to Extend The Term of the Contract” has language specifying that 39 months is the maximum duration. On page 42, section F.2 references a total of 27 months. Can the government clarify the difference in the Section I and Section F.2?

Government Response: The clause should read 27 months. Please see number 6 of this amendment.

36. RFP, p. 9, C4.1.1, For the monthly status report, language on page 9 states the MSR must be submitted by the 15th of the month. In section C.5 on page 17 (delivery schedule), the monthly status report is due on the 15th workday of the month. Request clarification on the due date.

Government Response: Section C.4.1.1. should read 15th workday of the month. See question #26e.

37. RFP, p. 9, C4.1.1, Regarding submission of ‘Agency Implementation and Deployment Project Plans’. There are no other references to this plan in the RFP and it appears this would be an implementation function vice a help desk function. Request that the language be clarified or removed.

Government Response: See question #26d.

38. RFP, p. 14, C4.1.7, It looks like Section C.4.1.7, Subtask 1.6 is not numbered consistently with the other areas of the RFP. Should it be 4.1.6, subtask 1.6 or is something missing?

Government Response: Yes, this is a typo in the numbering, should have been C.4.1.6 in lieu of C.4.1.7.

39. RFP, p. 35, C15.1.6, For Customer Feedback received, the acceptable criteria is that 99% of the feedback received is positive. Request clarification on how the steps taken by the DAI PMO to solicit and receive feedback and for determining if the feedback received is positive or negative. Concern is that if limited feedback is received on an ad hoc basis, a limited number of responses could have a material impact on the ability to meet the 99% threshold.

Government Response: Customer feedback is infrequently solicited through Customer Surveys and is informally given during Agency Update meetings, DAI user Group meetings and in emails from Agencies to DAI leadership. Feedback has been uniformly positive.

40. RFP, p. 42, F.1, For resources working after the normal business hours (e.g., 1800-2400), will there be government leadership on site during those times?

Government Response: No, Government personnel on-call information will be available for HelpDesk personnel when required.

41. RFP, p. 42, F.1, Will the government allow resources to work from an alternate work location after the normal business hours?

Government Response: Yes.

42. RFP, p. 6, B, p. 26, C.13, Section B Travel CLINs (0002, 1002) reflect a T&M type;

however, Section C.13 Travel references travel expenses as cost reimbursable. Is it the government’s intention that CLINs 0002 and 1002 reflect CR in lieu of T&M?

Government Response: Travel will be T&M, see number 7 of this amendment.

43. RFP, p. 77, L.3, Please clarify if the Offeror is required to submit the electronic copy of the proposal in Word or PDF format.

Government Response: Either format is acceptable.

44. Who is the incumbent contractor?

Government Response: See question #13.

What is the contract number of the incumbent contract?

Government Response: See question #14.

How many FTEs or annual hours are provided on the current contract?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

45. C.4.1.2 Subtask 1.2, page 11, There exists a group of roughly ten small business subcontracted to CACI and IBM providing services to PMO DAI that are not the incumbent but hold a competitive advantage over potential offerers not currently working under CACI and IBM at DLA on the DAI contract. These companies may have information regarding staffing levels, effort required to resolve tickets, organization charts, labor categories and other information not released in the solicitation simply because they work in the same building as the help desk. To ensure a fair competition for all eligible small business offerors would the contracting office consider including a pricing table defining all labor categories and hours the contracting office is seeking to procure?

accomplish the tasks identified in the PWS.

46. SECTION B: SUPPLIES or SERVICE and PRICES/COSTS, Page 6, There seems to be a high degree of variability written into this solicitation that represents both a risk for the customer as well as the contractor selected to perform the work with sufficient quality to meet contractual performance requirements. There are tasks that may not be scoped a sufficient level detail to accurately respond with a firm fixed price [i.e. subtask 1.6] and tasks the contractor may or may not be required to complete that could amount to hundreds of labor hours [i.e. subtask 1.6]. Since there are three years of contract performance for the DLA DAI Tier 2/3 help desk it should be possible to extrapolate reasonable estimates for level of effort required and contract based on those estimates. Would the contracting office provide reasonable estimates on the number of hours and labor categories that the customer feels would successfully fulfill the stated requirements of the solicitation?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS. Also, see Attachment “FY17 DAI Agency Help Desk SOP” attached to this amendment.

47. C.4.1.2 Subtask 1.2, Page 11, In order to provide detail sufficient to ensure a fair competition to offerers not currently under contract with DAI PMO – please provide an example staffing plan that meets the variable demand experienced during peak and non-peak hours. How many FTEs are staffed during the peak and non-peak hours?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

48. L.5 Volume II, What labor categories are staffed on the incumbent contract? What are the hours associated with those labor categories on the incumbent contract?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

49. Task C.4.1.4, Page 34, What is the frequency in the past year of DLA being able to meet the performance metrics described in task C.4.1.4?

Government Response: These metrics have been recently implemented so there is no long term history for performance to standard comparison. Recent experience is that Critical and High metrics are always met, medium and low fluctuate around the standard.

50. What is the frequency in the past year of DLA receiving 99% customer feedback regarding help desk support?

Government Response: Customer feedback is infrequently solicited through Customer Surveys and is informally given during Agency Update meetings, DAI user Group meetings and in emails from Agencies to DAI leadership. Feedback has been uniformly positive.

What are the methods used to collect customer feedback to be included in this performance metric?

Government Response: Solicited through Customer Surveys and informally provided via User venues and email to DAI leaders.

51. C.4.1.5 Subtask 1.5, Page 14, Regarding the requirement to provide technical support to customer’s teams for stakeholder groups, communities of practice, meetings and working groups

– in order to help scope this requirement into a firm fixed priced contract – what number of hours are expected to be dedicated to this task?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

If the hours are in excess of these hours would a contract modification be expected?

Government Response: No, this will be a firm fixed price contract, it will not be a labor hour or Time- and-Materials contract for the tasks.

Please provide a typical schedule of stakeholders groups, communities of practice, meetings and workgroups that the team would be responsible for supporting to research and analyze issues.

Government Response: Agency Update meetings are held twice monthly, the Help Desk Community of Practice meets monthly, Sustainment Team (including HD are held twice per week)

52. C.4.1.7 Subtask 1.6, Page 14, Regarding the requirements that tier 2/3 resources may be matrixed to deploying agencies implementation teams to provide post implementation support – as this requirement may require possibly hundreds of hours of labor that may or may not be used would the contracting office consider the inclusion of a T&M line for this requirement?

Government Response: No, this will be a firm fixed price contract, it will not be a labor hour or Time- and-Materials contract for the tasks. As a clarification tier2/3 resources are dedicated to deploying agencies during the transition from the implementation team as we usually expect higher volumes of tickets.

If not, in order to accurately scope these requirements into a firm fixed priced contract – please provide the expected number of hours that would be matrixed to a deploying agency.

Government Response: The information requested is not available. Offerors are to determine accomplish the tasks identified in the PWS.

If the hours are in excess of these hours would a contract modification be expected?

Government Response: No, this will be a firm fixed price contract, it will not be a labor hour or Time- and-Materials contract for the tasks.

53. C.4.1.7 Subtask 1.6, Page 14, Regarding the requirement to manage specialized or impromptu meetings as requested to foster outreach – in order to accurately scope a firm fixed priced contract – would the contracting office provide the expected number of meetings or the number of hours that may be required to support these meetings?

Government Response: Impromptu or specialized meeting requirements are expected to require 10 hours or less per month.

If the number of meetings or hours are in excess of these requirements would a contract modification be expected?

Government Response: No, this will be a firm fixed price contract, it will not be a labor hour or Time- and-Materials contract for the tasks.

54. C.4.1.7 Subtask 1.6, Page 14, Regarding the requirement to manage customer conferences with presentations, demonstrations and question and answer sessions – would the contracting office consider the inclusion of a surge or T&M line for this requirement?

Government Response: No, this contract will be a Firm Fixed Price Contract, T&M will only apply to the travel portion.

If not, in order to accurately scope these requirements into a firm fixed price contract – please provide the expected number of customer conferences that the contractor would be required to attend or the number of hours expected to be dedicated to this requirement.

Government Response: Expectation is that 100 hours or less a year are spent supporting or attending customer conferences.

If the hours are in excess of these hours would a contract modification be expected?

Government Response: No, this will be a firm fixed price contract, it will not be a labor hour or Time- and-Materials contract for the tasks.

55. C.4.1.2 Subtask 1.2 – DAI Help Desk Tier 2/3 Support, Page 11, Will the contacting office provide further detail on the 1,750 monthly tickets that are received?

Government Response: Yes, see below answers.

What percentage of these tickets are critical, high, medium and low?

Government Response: Critical- .5%

High- 2.5% Medium- 49% Low- 48%

What is the average time to closure for critical, high, medium and low tickets that have been logged over the past year?

Government Response: DAI recently introduced a new ticket request tool and has no long duration metrics available for the last quarter resolution times are:

Critical- < 16 hours High- 4 days Medium- 6.9 days Low- 7.5 days

Would the contracting office provide ticket resolution metrics related to DAI Help Desk Tier 2/3 described in subtask 1.4?

Government Response: Yes. See above answers.

56. C.4.1.2 Subtask 1.2 – DAI Help Desk Tier 2/3 Support, Page 12, Regarding the initial increase in tickets during the post production stabilization period – what percent increase to ticket volume has been experienced during this time over the past three deployment phases?

Government Response: Statistics are not available for the last three years; we expect an increase of 10-15% in ticket count over the first 90 days of deployment.

57. Past Performance, Page 81, Would the contracting office accept past performance references and past performance questionnaires from a teaming partner / subcontractor? In the case of a joint venture, would a past performance references and past performance questionnaires from the JV members be acceptable?

Government Response: Past Performance references do not need to be as a prime contractor.

58. Past Performance, Page 82, The definition of relevant past performance seems prohibitively restrictive and will make potential offerors ineligible to compete. Our concern is there is only one small business that has relevant past performance in the past three years that meets the exact experience supporting Oracle Federal Financials and the modules listed. Although there are other Oracle Federal Financials installations across the government there is not another installation with same set of modules described. This could eliminate competition and leave only the incumbent contractor as being able to provide a relevant past performance reference. In order to increase eligible offerors and encourage additional competition would the contracting office increase the scope of relevant experience?

Government Response: The listed relevant past performance in the RFP are examples not a complete, exhaustive list of potentially relevant experience. The Government would find useful a description of past experience the contractor has that they believe is particularly relevant to performance of the contract requirements.

Would the contracting office consider experience supporting the DAI ERP deployment or sustainment operations?

Government Response: Yes.

Would the contracting office consider supporting Oracle EBS projects where the offeror provided support to functional users in the areas of operational issues, problem logging, and corrective action support, root cause analysis. Troubleshooting operational and system issues and resolving System Administration issues such as master data corrections and account issues, requiring leading-edge or state-of-the-art technical and business expertise?

Government Response: Yes.

Would the contracting office consider supporting similarly sized help desk operations where the offeror provided support to functional users in the areas of operational issues, problem logging, and corrective action support, root cause analysis. Troubleshooting operational and system issues and resolving System Administration issues such as master data corrections and account issues, requiring leading-edge or state-of-the-art technical and business expertise?

Government Response: Yes.

59. L.4.3.1.iii, Page 81, “The offeror shall propose a schedule and staffing plan supporting the transition.”, What is the length of time for the transition-in?

Government Response: The DAI PMO would expect the transition-in not to exceed 3 months.

60. Attachment 4, Page 98, “Please use the following ratings to answer the questions on page 3.”

We are unable to locate page 3 of Attachment 4. Will the Government please provide it?

Government Response: The language “Please use the following ratings to answer the questions on page 3” is a typo. Please see amendment number 8 of this amendment.

61. Subtask 1.5, first bullet, Page 14, Will the Government please clarify the requirement to support “Resale Accounting, Budget Formulation, Governance Risk Management and Compliance (GRC), Grants Financial Management, and Order to Fulfill (O2F)”. How many users are there for each of these capabilities/process?

Government Response: Support for these areas is expected to be commensurate with that in the other business modules of Oracle Federal. Contractor staff should have a knowledge in these areas to provide incident resolution and contribute to problem resolution. Budget Formulation and GRC are capabilities that are intended to be utilized by all Agencies with a total of 250-350 users. Resale Accounting, Grants and O2F are niche capabilities only used by small numbers of users at a few Agencies, estimate less than 150 users total.

62. 15.1.6 (PRS) on Page 34,

a. Task C 4.1.4 Reports and Metrics: how and who will determine the priority of the ticket?

Government Response: When the help desk receives a ticket the ITIL Urgency and Impact definitions are used to determine priority, this is reviewed by the help desk Lead during ticket triage and assignment.

b. How does priority differentiate from ‘severity’ currently in place?

Government Response: DAI uses the ITIL definitions of Urgency and Impact to derive a Priority rating for requests/incidents.

c. Are the response and resolution times based on historical metrics?

Government Response: DAI currently uses a Benchmark derived from ITIL guidelines while collecting information to establish a historical baseline.

d. How is the proper resolution of tickets determined? What/who determines the proper resolution of the ticket? When can a ticket be closed/resolved?

Government Response: Tickets are considered resolve when a solution to the request/incident has been provided to the user. User concurrence that the provided resolution was effective is required for the ticket to be closed.

e. Task C 4.1.2/4/9 timely resolution clarification: Request the Government to clarify “only a portion of tickets are expected to become PRs or SRs” are there specific numbers or percentage?

Government Response: No.

63. C.1.4.7, “DAI Help Desk Tier 2/3 resources is expected to matrix to support sustainment, testing, requirements, major development, and infrastructure activities as required to ensure optimal operations of the DAI system.”

a. Will the Government please advise on the historical and projected hours that need to be allocated to support each of the listed matrixed tasks?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

b. How will the Government account for the matrixed time that will impact the PRS response and resolution metrics?

Government Response: If significant temporary realignment of resources is expected to adversely affect resolution times, the Government would expect that for that time period the contractor could only be expected to achieve some below threshold performance.

64. C.4.1.2, “On average, the DAI Help Desk Tier 2/3 receives 1750 tickets per month based on current deployed agencies”. Will the Government please provide additional details on the 1750 tickets to include:

a. Percentage by Agency and Priority “Critical, High, Medium, and Low”

Government Response: Percentage by Agency is not available.

b. Percentage by process area (P2P, O2C, B2R, etc.)

Government Response: A2R- .5%, B2R-5%, CA- 2.5%, O2C- 5%, OT&L- 15%, P2P- 33%, Reports- 4%, UMX- 1.5%. The remaining percentage were administrative, Master Data, or Information Assurance related.

c. Current resolution metrics by priority

Government Response: - Critical- < 16 hours, High- 4 days, Medium- 6.9 days, Low- 7.5 days

65. Section B, C.2 Objectives and C.4.1, Pages 6 and 8, The objective states “to obtain ERP Help Desk Tier 2/Tier 3 Support Services” the CLINs state “Sustainment Services” and C.4.1 Task Area 1 states “Sustainment Services”. Request Government clarification on the difference between the two and how does the Government anticipate the operating model based on the current structure of the DAI “sustainment team” (which includes the help desk team) is composed of members from a number of different contract (including the sustainment lead, who directs the team’s priorities and tasks, and a significant part of the team members). Is this structure supposed to carry forward to the new contract, and if so:

a. How many resources not part of this contract are expected to be in the sustainment team, and what is the division of responsibilities between this and the other contracts?

Government Response: The information requested is not available. Offerors are to determine the number of resources needed or level of effort based on their proposed solution to accomplish the tasks identified in the PWS.

b. Will there be a sustainment team lead and a help desk 2/3 lead responsible for the difference aspects?

Government Response: Yes.

c. In the context of a multi contract team, how will the 15.1.6 PRS for task C4.1.4 be measured and monitored?

Government Response: All tickets and any resulting Problem Resolutions are tracked within the Serena Request Center (tickets) and Serena Dimensions CM tool (PRs) and are assigned a responsible party. Performance statistics are reported weekly.

66. 15.1.6 PRS, Pages 33 and 34, Initial resolution times: Request the Government to please confirm that the initial resolution times identified in the PRS (15.1.6) are target objective because resolution times can vary greatly based on the issues encountered including but not limited to completeness of issue description at the time of reporting/logging, customer responsiveness (waiting on customer), application of technical fix and testing. Is there defined/automated mechanism to ensure accurate measuring of metrics and exclusion of time for factors beyond the teams control?

Government Response: The Government expects that performance criteria will be met.

System measure for all statuses, including customer statuses beyond direct control, are monitored for trends that could adversely affect overall performance measures. Overall performance measures are adjusted for waiting on customer times.

67. C.4.1.1, Program Management: Will the Government please elaborate on “Provide white papers, point papers, approach papers or documentation in support of DAI” including expected numbers for each per year?

Government Response: No known requirement at this time, for the most part the vendor will only be providing input to papers or documentation that may be occasionally developed by the

DAI PMO.

68. C.4.1.1, Bullet point starting with “The contractor shall submit agency implementation and deployment project plans to the DAI COR”: This appears to be from a different solicitation as the scope of Help Desk Tier 2/3 does not include agency implementation and deployment. Please confirm and correct.

Government Response: See question #26d.

69. C.4.1.1, MSR: The reporting requirements identified for the MSR are more consistent with a BPA type Cost Plus order, given this is a FFP task order; will the Government please confirm the MSR requirements?

Government Response: See question #26e.

70. Will the Government please elaborate on the role of Tier 1 Help Desk support at the Agency level including:

a) Will all the tickets be logged in Serena Business Manager…