AMEND 1 - SV0116-21 - Q-A.doc

AMENDMENT OF SOLICITATION/ MODIFICATION OF CONTRACT

UNICOR, Federal Prison Industry

SERVICES BUSINESS GROUP

400 First St. NW Washington, DC 20534 See Block 6

9B. DATED (SEE ITEM 11)

06/28/2021

10A. MODIFICATION OF CONTRACT/ORDER NO.

10B. DATED (SEE ITEM 13)

CODE

FACILITY CODE

11. THIS ITEM ONLY APPLIES TO AMENDMENT OF SOLICITATIONS

The above numbered solicitation is amended as set forth in Item 14. The hour and the date specified for receipt of Offers XX 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 1 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 number. 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 you 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 APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

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

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 :

BY MUTUAL AGREEMENT

D. OTHER (Specify type of modification and authority)

E. IMPORTANT : Contractor is not, XX is required to sign this document and return 1 copies to the issuing office.

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

AMEND SOLICITATION #SV0116-21 AS FOLLOWS:

QUESTIONS/ANSWERS ARE INCLUDED ON ATTACHMENT 1 TO THIS AMENDMENT.

CLOSING DATE HAS BEEN EXTENDED UNTIL FRIDAY, JULY 23, 2021 AT 2:00 PM

NAICS CODE ON SF1449 SHOULD BE 517911.

No other changes at this time.

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.

EDWIN INGRAM, CONTRACTING OFFICER

(Signature of the person authorized to sign)

(Signature of contracting officer)

NSN 7540-01-152-8070

PREVIOUS EDITION UNUSABLE

Prescribed by GSA

FAR(48 CFR) 53.243

Amendment #1 – SV0116-21 Attachment 1 – page 1 of 10

SV0116-21 QUESTIONS/ANSWERS:

Q - Can you confirm if there is an existing telephony provider that you plan to continue to use (ex. Amazon, Cisco, Avaya, NICE, etc) or are you looking at replacing both the telephony and contact center portions of the solution?

A - No, we will not maintain an existing telephony provider. We will still have the same Internet connection/provider, however the solicitation is for a complete solution that provides a full turn-key system, outside of the Internet connection. That solution will include the telephony, contact center portions, and any other components, including client software.

Q - My company is not a small business. However, would you consider a Frontier bid in the event you do not receive a bid from a small business? If you would, please let me know.

A - If we receive no offers, we will repost as full and open.

Q - Is the product being listed on GSA a requirement for responding to the solicitation?

A – No, this is an open market solicitation, however, you can have a GSA contract and bid as well.

Q - Is a current FedRAMP authorized solution required for your award?

A - FedRAMP is not required, however the security requirements that FedRAMP is aligned with, are still the standard. The awarded vendor must be able to meet the security requirements to receive a DOJ Certification and Accreditation/Authority to Operate, based on NIST 800-53 controls.

Q - What is the current Hosted solution and manufacturer implemented under the previous award?

A – Ronco Communications is the current contract provider.

Q - Does the new solution need to include the voice telephony solution and all the Contact Center requirements or does UNICOR provide the voice telephone system line and handsets?

A - The solution must include the voice telephony solution and all the contact center requirements. UNICOR will provide the Internet connection, and the entirety of the remaining solution must be provided by the vendor. The system can be compatible with handsets, but it must also be compatible with soft phones, which is what we exclusively utilize in our call center operations.

Q - Does UNICOR provide a full windows laptop for each agent or just a Thin Client similar to those deployed in the UNICOR Lexington Call Center?

A - UNICOR will provide a full desktop PC for each agent.

Q - What is the VPN Client?

A - This would be a Site to Site VPN connection.

Q - Where is the VPN connector? For example, is it at a central data center?

Is it a hosted VPN service?

A - It would be a network device located at each of our sites.

Q - Have they experienced any degraded voice quality over a VPN?

A - We are not currently utilizing a VPN, but it could be a security requirement in the future, and that is what necessitates this request for VPN support in the solution.

Q - Do you have an FTP server? If yes, where is it?

A - We do not currently have an FTP Server.

Amendment #1 – SV0116-21

Attachment 1 – page 2 of 10 Q - Does there need to be a VPN tunnel so the traffic flows between the dialer and the FTP server?

A - That is not necessary, but the solution should include the use of an encrypted FTP connection (SFTP or SCP)

Q - Is there a certain mechanism they feel comfortable fetching the data from the FTP server?

A - The FTP server would be primarily used for customers to load lead lists, that would then be retrieved and imported into the solution via automated process

Q - Describe agent workstations.

A - Windows 10 desktop PCs, generic LCD monitors, 4 GB RAM

Q - Are you using softphones?

A - Yes

Q - What is the current operating system?

A - Windows 10

Q - What contact center solution are you using today?

A - Ronco Communications is our current provider.

Q - What are we trying to solve for?

A - We are looking for a full turnkey call center/dialing platform for our call center agents to utilize

Q - What’s the nature of the operation?

A - Outbound and Inbound calling

Q - What types of call campaigns are you managing?

A - Outbound/Inbound

Q - How many campaigns are you managing?

A - Currently 200+ Q - How is the manual upload of the campaign and the FTP server integration working today?

A - Currently our customers must provide the FTP server. They upload lead lists to it, and then the lead lists are retrieved and imported into the solution via automated process

Q - Which email program or calendar are you using today?

A - The integrated capability , and a standalone calendar program is being utilized

Q - Is the calendar appointment a follow up interaction?

A - There is no such interaction, as an integrated component of the calendar program, but we would be interested in that. Such functionality is an example of the reason for the desire to have an integrated solution.

Q - Is there an auto schedule event on a calendar in whose calendar?

A - There is no such event, but we would be interested in that.

Q - What third party CRM's are utilized today?

A - We have utilized Zoho and Salesforce, but would look work with whatever CRM platforms our customers have.

Q - What type of CRM integration is requested?

A - The ability to update lead/contact data in our customer’s CRM system, through APIs, is required. This is Amendment #1 – SV0116-21

Attachment 1 – page 3 of 10 currently being done one way from UNICOR to its customers’ CRM platforms. The ability to also do this via a resident integration/connection is one example of what UNICOR would look for in a CRM integration.

Q - For email are you using pre prepared canned responses to respond to email without the ability to edit?

A - Yes, that is what we use and require.

Q - Are you seeking automatic speech recognition or natural language for main menu auto attendant design?

A - We would welcome any and all speech recognition functionality.

Q - In addition for speech analytics, are you interested in –

A - Yes we are interested in each of the items in the list below.

a. Sentiment

b. keyword spotting and alerts

c. Using it for coaching agents

d. customer satisfaction

Q - Are you taking credit card payments over the phone?

A - No

Q - Are there multiple databases? what type and where are the databases located?

A - There are no current databases to be access, but rather this is a desire for the solution to have the capability.

Q - For inbound call recording is it desired to record the caller as they make selections in the IVR?

A - That capability would be preferred, provided that there is the ability to restrict user groups from accessing these recordings, while being able to access others. However, we would need the solution to be able exclude the IVR portion from the recording, either completely or as a separate audio file, that could be restricted from access by certain user groups.

Q - Are you also interested in recording the conference call transfer and the second half of the phone call once transferred?

A - This must be a capability for calls that are warm transfer, where our agents will initially be on the call.

Q - Will this contract require GSA schedule labor categories for training and implementation (One time set up fee)?

A - Please see the RFP – there are one time fees noted and monthly that we would need the potential contractors to state in their proposals.

Q - If there is an incumbent solution what is currently being used as the technology platform?

A - Yes, Ronco Communications is our current provider.

Q - Is there an incumbent contractor maintain the current call center? If so who is it?

A - Ronco Communications

Q - Can prime use sub contractors past performance?

A - Past performance would be for all companies providing the service.

Q - Is there a FedRAMP requirement?

A - No, but the vendor’s system must meet Department of Justice security requirements in order to achieve Certification and Accreditation, based on NIST 800-53 Security Controls.

Q - Is there a UC system (either on prem or via cloud) that we could layer a hosted CC solution over?

A - No, the vendor must bring the entire solution.

Amendment #1 – SV0116-21

Attachment 1 – page 4 of 10 Q - What is the current UC Solution?

A - N/A Q - Can UNICOR provide the specific reason or use case requiring a VPN?

A - The use case would be that a decision is made that for security purposes the systems in our network will not access the call center solution by the publicly accessible Internet. Instead all access to the solution would

Q - What specific functionality does UNICOR mean by 'Preview/Predictive/Progressive Dialing Options', can examples be provided?

A - UNICOR is simply looking for a solution that includes a dialer that can do Preview dialing, Predictive dialing, and Progressive dialing as understood as general call center concepts.

Q - Can UNICOR provide more clarity on what ACD and IVR features are being requested?

A - UNICOR is looking for IVR functionality that will allow the capture of sensitive data elements that our agents are not allowed exposure to, including credit card numbers. Another example of desired functionality would be a teleprompt and routing based on selections by the caller.

Q - What are the tools/features UNICOR is requesting for quality assurance?

A - UNICOR is looking for quality assurance tools, such as reports which include defined QA metrics, 100 call recording, tools used for quality scoring, and coaching tools.

Q - What does 'Priority dialing' mean, can an example be provided?

A - An example would be the ability to flag a subset of leads in a campaign that would be dialed sooner than other leads also assigned to that same campaign. Another example would be to configure a campaign/project wide setting that prioritizes the dialing of leads so that leads that have been dialed a fewer number of times, will be dialed before leads that have been dialed a greater number of times.

Q - Can UNICOR provide more details on the requirement for utilizing FTP?

A - UNICOR requires that customers be able to load lead lists on their FTP server, and the solution include an automated process that can be setup to retrieve and import those leads lists so that they can be assigned to campaigns/projects. In addition UNICOR does not require, but desires that the solution include an FTP (secure FTP to be exact) server that customer could be given access to upload lead lists, which could then be imported (also automated) into the system for assigning to campaigns/projects. The assigning task can be manual, but the retrieving and importing of lead lists into the dialer platform would need to be automated.

Q - Can UNICOR provide additional information on the needs for an integrated calendar? Is the desire to have workforce management and scheduling?

A - No, this is not for workforce management and scheduling. Rather, a significant amount of UNICOR’s’ current call center work consists of appointment setting. The desire is for the solution to include the functionality, which would allow the agents to utilize a calendar to document the appointments and avoid overbooking.

Q - Is UNICOR able to provide details on why the vendor needs to provide an email server? Is existing on-prem or cloud email not available?

A - UNICOR does not have an on premise email system available. The UNICOR enterprise email system is not located on the same network, and has no ability to connect to it from an external source. It would be in place of utilizing an Internet email platform, such as yahoo or Gmail.

Q - Can more details or an example of multimedia capabilities be provided?

A - An example would be handling different interactions, including phone calls, email, etc.

Amendment #1 – SV0116-21

Attachment 1 – page 5 of 10 Q - Can more details or an example of multimedia queuing be provided?

A - Please see above example.

Q - What is the CRM being used?

A - The CRM could be whatever platform a particular UNICOR customer uses. In the past we have had customers utilize CRMs, including Zoho and Salesforce.

Q - Is this database in addition to the CRM that is being used? Can more details regarding this requirement be provided?

A - This would be separate from the CRM. An example would be if a customer had a database that might be access for data information related to content of the call. For instance, if UNICOR were providing help desk call center services for a company what sales auto parts. The solution would be helpful if it had an interface that allowed a search of a customer provided database of parts, descriptions, prices, etc.

Q - What is the functionality being requested with speech analytics, can an example or use case be provided?

A - UNICOR desires that the solution contain the functionality for the audio to be analyzed, either real time or on the call recordings. This analysis would include the flagging of various words that could be of interest, either from a training perspective, or for security purposes. An example would be a circumstance where the agents are not allowed to request, or be exposed to social security numbers. UNICOR desires that a call recording can be analyzed to flag the detection of the words social security. This could be native or integrated component of the solution, or a completely 3rd party component that is used in an ancillary manner.

Q - Is a government contract vehicle required to participate in the evaluation?

A - No

Q - On page 5 of the solicitation, integration from the 3rd party's CRM system is mentioned three times. Can you please advise the name of the CRM?

A - The CRM could be whatever platform a particular UNICOR customer uses. In the past we have had customers utilize CRMs, including Zoho and Salesforce.

Q - In reviewing page six of the solicitation, FEDRamp accreditation does not seem to be a requirement. Can you please validate this assumption?

A - FedRAMP is not required, however the security requirements that FedRAMP is aligned with, are still the standard. The awarded vendor must be able to meet the security requirements to receive a DOJ Certification and Accreditation/Authority to Operate, based on NIST 800-53 controls.

Q - Would WebRTC support be an acceptable softphone solution?

A - The softphone must be able to meet all functionality and security restriction requirements, and is otherwise at the discretion of the vendor. The solution is subject to continual review, and the vendor must work to resolve any identified security issues related to any component of the system. This could include replacing a system component, such as the softphone.

Q - Please describe the coaching requirements under Required Items (13th down under Education and Training) A - The coaching refers to ongoing training on how to use the platform, but also any tools that are included in the solution that can be used to aid in coaching of the agents on their performance and productivity.

Q - Is FTP mandatory or could other import methods be used?

A - An FTP (utilizing encrypted communication such as SFTP or SCP) is required, but should not be the only input methods.

Q - Regarding NIST, FISMA and FIPS, which controls outside of SOC2, ISO and PCI are you concerned about Amendment #1 – SV0116-21

Attachment 1 – page 6 of 10 and/or requiring?

A - All security controls applicable as required by OMB and DOJ, pursuant of FISMA requirements, most of which can be identified by reviewing NIST 800-53. Any controls that are deemed as mandated by OMB, DOJ, BOP, or FPI throughout the life of the contract would require the vendor to work towards meeting.

Q - Which CRM application will you want integration to?

A - The CRM could be whatever platform a particular UNICOR customer uses. In the past we have had customers utilize CRMs, including Zoho and Salesforce.

Q - Where you ask about restricting agents/users from dialing, transferring, sending emails, etc., are these 100% of the time?

A - The solution must be capable of restricting this functionality for desired agents 100% of the time.

Q - What is the target implementation date – Period of Performance?

A - The period of performance would begin on the date of award, estimated to be in August of 2021. The target implementation date would be set after initial planning discussions with the awarded vendor.

Q - What are the hours of operation for the call center(s) A - Operations could potentially run 24 hours a day.

Q - How many languages are needed (English, Spanish, etc)? Please specify.

A - English is the only required language.

Q - What is the expiration date of the incumbent contract for this scope of work?

A – It is due to expire at the end of July, 2021.

Q - What is the target implementation date – Period of Performance?

A - The period of performance would begin on the date of award, estimated to be in August of 2021. The target implementation date would be set after initial planning discussions with the awarded vendor.

Q - Would UNICOR kindly consider extending the proposal due date for two weeks to allow more time for offerors?

A – it can only be extended until the 23rd of July, which this amendment notes.

Q - For the 24 seats in each of the 3 locations FL, TX and CA - please specify the # Agent (CSR) seats and # Supervisor seats. This will help with quoting the correct price for various license types.

A - First, please note that 24 seats in each location is a minimum number of seats, but there is no maximum number of agents, supervisors, or system administrators (mentioned in case a separate license is needed for UNICOR system administrators). Based on the minimum, in order to help with quoting, the vendor could expect 24 agents. The expectation can then include 1 supervisor, and then 1 system administrator for each location, if the system administrator requires a separate license. If supervisors and system administrator access would be an additional cost, then please include them, along with the cost for those licenses/seats. Again, this would be the minimum. UNICOR expects to grow beyond the minimum, and therefore the vendor should propose a solution that can support at least 2 – 3 times the minimum at each of the locations.

Q - How many agents are outbound (dialer), inbound (ACD), or both?

A - All agents could potentially be configured for both inbound and outbound calling, and most agents will definitely be configured as such.

Q - Does the agent count provided include all users of the system, including Analysts, Quality and Workforce Administrators, Supervisors and Managers? If not, please provide total number of users of the solution. The Amendment #1 – SV0116-21

Attachment 1 – page 7 of 10 total number of users A - The total number of users, at a minimum, would be 78 (24 agents, 1 Supervisor, and 1 System Administrator at each location).

Q - Does UNICOR require the hosted call center system to be FedRAMP certified?

A - FedRAMP is not required, however the security requirements that FedRAMP is aligned with, are still the standard. The awarded vendor must be able to meet the security requirements to receive a DOJ Certification and Accreditation/Authority to Operate, based on NIST 800-53 controls.

Q - Please specify the items to comply with; i.e. the system should provide compliance with "what"?

A - The system should comply with any applicable security controls/standards of any applicable Federal Government requirements. As an example, any NIST 800-53 controls that would apply to this system (i.e. AC Controls), should be complied with. This would also include system capabilities to meet compliance with standards such as PCI or DNC rules.

Q - Please clarify if this refers to Education & Training on how to use the Hosted telephony platform only. Or, is UNICOR looking for a hosted Training System to provide training on the GFE-CRM, knowledgebase with articles related to the subject matter which the agents help callers, with, etc.

A - This would be education and training on the solution provided by the vendor. In regards to the CRM platform, which wouldn’t be Government Furnished, but rather whatever CRM platform any of the current or future UNICOR customers would utilize, UNICOR is not expecting the vendor to provide training on the utilization of the CRM, as the agents are not expected to login and interface directly with the CRM. However, for whatever user actions would trigger the CRM integration, API actions, etc. the vendor should provide education and training. For example, if the CRM interaction (i.e. an API web post) or integration will be triggered by dispositioning a call a certain way, then there must be education and/or training on that. If there is a particular menu or button that would be used for any CRM interaction or integration, then there should be education and/or training for that as well.

Q - Is Education and Training referring to all up front and recurring agent and new hire training on the platform? Please clarify what is included in education and training.

A - Education and Training is intended for up front training on the platform, any training that is necessary for any future customizations, system changes, or added functionality. This would include any modifications made to resolve security issues, or system malfunction, which would alter the agent, supervisor, or system administrators’ current understanding of how to use the solution.

Q - Please clarify if this refers to ongoing Coaching for the agents on how to use the Hosted telephony platform only. Or, is UNICOR looking for a hosted Training System to provide ongoing coaching on the GFE-CRM, knowledgebase with articles related to the subject matter which the agents help callers, with, etc.

A - The coaching refers to ongoing training on how to use the platform, but also any tools that are included in the solution that can be used to aid in coaching of the agents on their performance and productivity.

Q - Please clarify if each seat (agent or supervisor) requires a separate/distinct voice mailbox. Or, is there a single mailbox that everyone should exit to, to access voicemail messages.

A - No, each agent or supervisor does not require a separate/distinct voicemail box. A shared mailbox could be acceptable, but there should be the ability to utilize multiple shared mailboxes for different user groups. In addition the system should be able to restrict users from accessing any mailbox, as voicemail is not a common feature for UNICOR to utilize.

Q - Please specify what type of customer information is to be collected. Is this the information that will be entered into the GFE-CRM? Or, is there any other information that should be collected and entered into the telephony system?

Amendment #1 – SV0116-21

Attachment 1 – page 8 of 10

A - The customer information collected would consist of whatever UNICOR’s customers require, other than information that we do not allow our agents to handle, including PII (such as SSN, DOB) or financial information (such as credit card numbers or bank account information).

Examples would include verification and updating of the data that is normally included in lead lists, such as name, physical address, email address, etc. It could also include qualifying sales information. For example, if we have a customer where we are making marketing and sales calls for the phone system, they may want us to collect the number of phones, phone lines, current phone provider, length of current contract, etc. If we have a customer for whom we are marketing their POS products, our agents may collect the amount of credit card processing the business does in a month. If we have a customer for whom we are making calls to take a survey, then it could be whatever questions are in the survey that the customer has us taking. There could also be “free key” text fields for notes associated with the call.

The majority of our customers do not have us performing an interaction or integration with their CRM platform, and instead we send reports or exported leads, with the updated customer information originally obtained via the lead lists, along with other information captured. There is no Government Furnished, or internal CRM that the agents utilize, and in either case, they would not have direct access to enter the data into the CRM at all. So therefore, to answer the question, yes customer information does need to be collected and entered into the solution that is provided. This information must exist as attributes to these leads, which can then be retrieved via lead exports or reports, in order to send back to our customer. We have heard it described as “lite CRM Functionality” being what the provided solution should have.

Q - Is there a requirement for a User Interface / integration to an internal CRM or customer database?

A - The CRM integration (via APIs or a resident connection/integration) does not require a user interface that directly access a CRM or customer database, however the actions between the call center solution and the CRM/customer database, should be triggered by user action, including the finalizing of a call with a particular disposition.

Q - How long does UNICOR want the call recordings to be stored? Can the recordings be expunged and/or archived after X days?

A - Call recordings are considered logging and audit records. Federal government requirement dictates that the system store audit/logging data for 30 days online and 90 days offline. Therefore, the vendor must be able to produce recordings as requested, for calls going back to 90 days.

Q - What are the expectations around PBX functionality? How is call forwarding used?

A - PBX functionality references the telephony itself, being able to make phone calls, take phone calls, along with functionality like call transfers, call recording, conference calling, call queues, IVR, etc. To answer the specific question about call forwarding, it would be used, if a particular site was down. Calls to a Toll Free or local DID that is configured for one campaign or project at a site, would then be forwarded to another Toll Free or local DID that is for another UNICOR call center (also using the solution), or another number to an alternate call center that the UNICOR customer would select to handle the calls. In this example the alternate call center would not be a UNICOR call center.

Q - How is outbound e-mail used? Is this just another channel for the dialer?

A - Outbound email is used in two uses.

1.

The first is to send out an email at the result of an agent call, based on specific dispositions (not as a result of a direct agent action). An email template is used, which the agent cannot alter. The template uses “variables” that reference the various fields associated with the lead (either originally as part of the lead list, or from the data captured by the agent during the call). The template has a preconfigured email recipients, which also cannot be altered by the agents.

2.

The second is to automatically send scheduled reports to UNICOR staff and customers

Amendment #1 – SV0116-21

Attachment 1 – page 9 of 10

We would prefer that the solution provider include an email (SMTP) server to avoid using Internet email. There is no UNICOR enterprise email system that can be accessed and utilized for this purpose.

Q - What capacity/size of the server does UNICOR require? What is the size and quantity of the Lead lists? A - UNICOR does not provide requirements/specifications of vendor servers. Lead list size and quantity is not defined. UNICOR receives lead lists from each different UNICOR customer. Past leads have been in the tens of thousands, as far as leads, and some customers send in new lead lists daily.

Q - How many Toll Free or DID numbers are planned for this solution?

A - There is planned maximum of Toll Free or DID numbers.

Q - Is this desired item asking for the capacity to program different hays/hours to call for different campaigns? A - The ability to call different campaigns at different times of the day is a requirement. The solution must provide the ability to dial desired campaigns, while not dialing others, depending on operational requirements.

Q - What CRM will we be integrating to? Is the CRM system web-based or thick client? Is there an API available for this system?

A - The CRM could be whatever platform any current or future UNICOR customer uses. In the past we have had customers utilize CRMs, including Zoho and Salesforce. The solution must provide the ability to perform with multiple different CRM platforms for multiple different UNICOR customers, simultaneously. The CRM systems would generally be web based. API functionality does exist with the previous customer CRM platforms, including those specific CRM platforms previously used.

Q - How many concurrent campaigns are expected at any given time?

A - All campaigns should active simultaneously.

Q - Regarding NIST, FISMA and FIPS, which controls outside of SOC2, ISO and PCI are you concerned about and/or requiring?

A - All security controls applicable as required by OMB and DOJ, pursuant of FISMA requirements, most of which can be identified by reviewing NIST 800-53. Any controls that are deemed as mandated by OMB, DOJ, BOP, or FPI throughout the life of the contract would require the vendor to work towards meeting.

Q - Does UNICOR require ATO? If so, how long does UNICOR expect the ATO process to take, based on prior experience with the deployment of similar hosted platforms?

A - UNICOR has not had prior experience with the ATO process of a similar hosted platform

Q - NAICS 517911 mentioned is different from page 1 of the solicitation which is 517110. Please clarify which NAICS applies to this solicitation.

A - 517911 is the correct NAICS code. 517110 was the code on the previous solicitation for this, however it was replaced with 517911. CORRECTION MADE ON THIS AMENDMENT

Q - Could the POA&M process be shared with offeror at this time?

A - no, not until award.

Q - Does UNICOR require key personnel? If so, what qualifications are desired and are resumes required as part of proposl response submission?

A - No.

Q - Will you require that the past performance references be associated with the same technology solution(s) being proposed for UNICOR? If not, will it have any impact upon how you score the past performance references?

Amendment #1 – SV0116-21

Attachment 1 – page 10 of 10

A - Past Performance should be related to this requirement for the contractor that will provide it.

Q - What are the page count limitations for the proposal response and can resumes (if required) be excluded from page count?

A - There is no specific page count.

Q - We respectfully request the proposal due date to be extended by 3 weeks to allow time for offeror to finalize a solution based on UNICOR's response to our questions and preparing a proposal response for submission.

A - The proposal due date can not be extended that far out as our current contract is expiring soon. We have extended until the 23rd of July, which is the latest we can go.