Section_L_-DRAFT_Posting.docx

ExPRESS RFP TIB-2016-RFP-0002 DRAFT Section L – Instructions, Conditions, and Notices to Offerors

Table of Contents

Section L

Section L

L.1 CURRENT PERFORMANCE LOCATIONS (FOR INFORMATION PURPOSES ONLY)

In addition to work performed at the incumbent Contractor’s facility, some effort is currently being performed at the following remote locations:

(a) Clintwood Call Center, Clintwood, VA

(b) Frostburg Call Center, Frostburg MD

(c) FRTIB Operations Center, Fairfax, VA

(d) FRTIB Data Entry and Mailing, Birmingham, AL

(End of Provision)

L.2 TYPE OF CONTRACT

FRTIB contemplates issuing a Cost Plus Fixed Fee contract. CLINs 0003, 1003, 2003, will be Indefinite Delivery, Indefinite Quantity (IDIQ) task orders that may be Cost Plus Fixed Fee, Cost Plus Incentive Fee, Firm Fixed Price or Time and Materials.

All costs associated with the Phase-In (CLIN 0001) of this Contract are Firm Fixed Price.

L.3 PERIOD COVERED BY PROCUREMENT

This solicitation covers a period of eight years and a Phase-In of no less than 9 months. For contracting purposes:

The Agency constraint is a minimum of 9 months to prepare for the on-boarding of the new Participant Engagement Hub.

The FRTIB is not obligated to exercise any option if it determines for any reason that doing so is not in its best interest.

L.4 QUESTIONS/COMMENTS REGARDING THIS DRAFT SOLICITATION

Only written questions/comments will be accepted. Questions/comments regarding this draft solicitation shall cite the solicitation number and be directed to the Contracting Officer at the following email address: ExPRESS@tsp.gov

Questions/comments submitted to other email addresses will not be considered.

Questions/comments shall provide specific references (page and paragraph numbers). Offerors are encouraged to submit their questions/comments as soon as they are identified. All questions/comments shall be submitted no later than 3 JUN 2016, 1:00PM EST to ExPRESS@tsp.gov. The FRTIB will consider all questions and comments received on or before 3 JUN 2016, 1:00PM EST. Responses will not be provided or posted but will be considered in formulation of the final RFP.

L.5 QUESTIONS REGARDING THE FINAL SOLICITATION

When the final solicitation is posted, only written questions will be accepted. Questions regarding the final solicitation shall cite the solicitation number and be directed to the ExPRESS Contracting Officer at the following email address: ExPRESS@tsp.gov

Questions submitted to other email addresses will not be considered.

Questions shall provide specific references (page and paragraph numbers). Offerors are encouraged to submit their questions as soon as they are identified to ensure a prompt response from the FRTIB. All questions shall be submitted no later than TBD. Responses to questions submitted for the final solicitation will be provided or posted.

L.6 PROPOSAL ACCEPTANCE PERIOD

Proposals submitted in response to the final solicitation shall remain firm for at least 365 calendar days after the date specified for receipt and shall contain a statement to this effect. In addition, Offerors shall insert “365” into Block 12 of Standard Form 33, Solicitation, Acceptance, and Award.

L.7 PROPOSAL PREPARATION INSTRUCTIONS

(a) The FRTIB’s intention is to solicit information in a manner that will permit a competitive evaluation of the Offeror’s proposal. The Offeror’s proposal shall demonstrate the Offeror’s competence and capability to successfully perform the requirements specified in the ExPRESS Performance Work Statement.

(b) Offerors shall include all page limited information within the Mission Suitability and Past Performance Volumes and not in other unlimited page volumes. Failure to follow this instruction will result in the misplaced information not being evaluated.

(c) The proposal shall demonstrate the Offeror’s understanding of the overall and specific requirements of the proposed contract; and convey the company’s capabilities for meeting these requirements. The proposal shall provide the plans and methods for accomplishment.

(d) The proposal for all Evaluation Factors shall be clear, concise, shall not include ambiguous language or terms, and shall include sufficient detail for effective evaluation and substantiation of all information. The proposal should not simply rephrase or restate the FRTIB’s requirements, but rather shall provide convincing rationale to address how the Offeror intends to meet these requirements.

(e) Elaborate brochures or documentation, detailed artwork, or other superfluous embellishments are unnecessary and are not desired, unless specifically requested.

(f) Offerors must provide information responsive to the items set forth below. This information is essential for the FRTIB to conduct a fair and uniform evaluation of proposals in accordance with the evaluation factors and sub-factors provided in Section M. The items listed are not, however, all- inclusive and the Offeror should include in their proposals, consistent with the page limits established, any further substantiation demonstrating their ability to perform the work under this Contract.

L.8 PROPOSAL PAGE DEFINITION

(a) A page is defined as one side of a 20 lb bond sheet, 8 1/2" x 11", with at least 1-inch margins on all sides, using not smaller than 12 point (non-compressed) Arial type. Smaller font sizes (no less than 8 point Arial) are acceptable for notional graphics such as computer screen mock-ups or form/report print-outs. Foldouts count as an equivalent number of 8 1/2" x 11" pages. For example, an 11” x 17” foldout will be counted as two pages. The metric standard format most closely approximating the described standard 8 1/2" x 11" size may also be used.

(b) Title pages, cover sheets, tables of contents, acronym listings (or a glossary of abbreviations), and requested cross reference lists are excluded from the page counts specified. Information contained on these pages will not be evaluated. In addition, the Cost Volume of each proposal is not page limited. However, this Volume is to be strictly limited to cost and price information. Information that can be construed as belonging in one of the other volumes of the proposal will be removed and counted against the page limit in the other volume.

L.9 PROPOSAL VOLUMES, PAGE LIMITATIONS, FORMAT AND COPIES

(a) Proposal Volumes: Offerors shall arrange their proposals into eight volumes as set forth below.

5 hard copies, 2 CD-ROMs

I

PASS/

FAIL per Section L.12(b)(1) Subfactor 1 – Retirement Plan Service Delivery & Major Program Migrations

1. Retirement Plan Service Delivery

2. Major Program Migrations

1. Phase-In Technical Approach

2. Go-Live Acceptance

1. Steady-State Technical Approach

2. Transformational Technical Approach

3. Proposed Performance Aligment

1. Security Approach

2. Program Management Approach

3. Organizational Approach

4. Key Personnel

5. Staffing Approach

6. Position Qualifications

7. Significant Subcontractors

All Plans and Other Data will be evaluated as a part of Mission Suitability Subfactor 4

V

PLANS AND OTHER DOCUMENTS

5 hard copies, 2 CD-ROMs

Draft Contract Management Plan

Joint Venture Teaming Agreement

Errors & Omissions Insurance Policy

Not Limited

MS Word/ Adobe PDF

VI

MS Word/ Adobe PDF

VII

Cost/Price Proposal (including Section L cost attachments)

Not Limited

MS Word/ MS Excel

(1) Volumes I through IV and VI shall each be separately bound in sequentially numbered 3-ring binder(s), no larger than 3-inches. Volume VI shall be separately bound in 3-ring binder(s), no larger than 5-inches. The binder(s) shall permit the volume to lie flat when open. Staples shall not be used. A cover sheet shall be included in each binder, clearly marked with date of the offer, volume number, title, copy number, the solicitation number and the Offeror’s name. The same identifying data should be placed on the spine of each binder. Information should not be incorporated by reference. A suitable table of contents shall be provided with each volume for ready reference to sections, tables, and figures. Pages shall be formatted in a standard page style, without the use of columns. All pages in each volume shall be numbered sequentially with Arabic numerals for contents subject to page limitations and with lower case Roman numerals for contents not subject to page limitations (eg. title pages, tables of contents, and acronym lists) and shall reflect the Offeror’s identity.

Offerors shall tab each subsection within each volume for ease of reference. Tabs and dividers are not included in the page count limitations and will not be evaluated.

(2) The judicious use of cross references is encouraged. However, Mission Suitability Subfactor 1 must stand alone.

(3) Pages submitted in excess of the limitations specified in this provision will not be evaluated by the FRTIB. For example, if an Offeror submits Volume I-IV with 130 pages, the final 5 pages will be removed, sealed, and will not be evaluated.

(4) Offerors are highly encouraged to provide only the relevant information necessary to understand their proposal. Filling the page count with extraneous and/or repetitive information is highly discouraged.

(5) If final proposal revisions are requested, separate page limitations will be specified in the FRTIB's request for that submission.

(b) Format

(1) Each Offeror is required to submit its proposal in two formats: one conventional hard copy binder format in the quantities specified above, and one in an electronic format in the quantities specified above. The electronic submission must be compatible with the software and hardware specifications described in paragraph (g) below. Electronic media must be labeled or tagged with the RFP Number, Company Name, Date Prepared, an indication of the files or range of files contained on the disks marked and in accordance with FAR 52.215-1(e), Restriction on Disclosure and Use of Data, and FAR 3.104-4, Disclosure, Protection, and Marking of Contractor Bid or Proposal Information and Source Selection Information.

(2) A cover sheet should be contained as the first page of each book, clearly marked with volume number, title, solicitation identification, and the Offeror’s name. Be sure to apply all appropriate markings, including those prescribed in accordance with FAR 52.215-1(e), Restriction on Disclosure and Use of Data, and FAR 3.104-5, Disclosure, Protection, and Marking of Contractor Bid or Proposal Information and Source Selection Information.

(3) Provide a Cross Reference List that tracks the page and paragraph numbers of the Offeror’s proposal to the page and paragraph numbers in the FRTIB’s instructions. A Cross Reference List shall be submitted in each volume for that particular volume.

(c) Copies:

(1) Hard copies are to be provided in the numbers set forth in Section L.9.

(2) The electronic copies of the proposal shall be compatible with Microsoft Office® 2010. Further, the Microsoft Excel spreadsheets shall be submitted in Microsoft Excel format, and not in a scanned Microsoft Word or Adobe PDF file. To the extent of any inconsistency between data provided electronically and proposal hard copies, the hard copy data will be considered to be the intended data.

(3) For electronic submissions, each tab of the proposal should be submitted as a separate electronic file. If a volume extends to multiple disks, the Offeror shall clearly indicate the sequence number. The Offeror shall perform an anti-virus/anti-malware scan prior to proposal submission. Offeror shall not embed sound or video files into the proposal files. Offeror shall minimize the use of scanned images and keep embedded graphics as simple as possible.

L.10 PROPOSAL DUE DATE (PROVIDED FOR INFORMATIONAL PURPOSES ONLY)

Proposals shall be submitted no later than 3:00 PM Eastern Time, TBD, in accordance with the instructions reflected in Section L, para L.10. Due to the critical nature of these services to the FRTIB, it is not expected that the proposal submission date will be extended.

L.11 EXTERNAL PROPOSAL MARKING, PACKAGING AND DELIVERY INSTRUCTIONS

(a) External Proposal Marking

(1) All proposal packages must be closed, sealed, and reflect in large letters the following:

“PROPOSAL – DELIVER UNOPENED”

(2) The proposal package must include:

(a) Offeror’s name and return mailing address

(b) Attention - Contracting Officer: Linda Bethke-Cyr

(c) Phone: TBD

(d) Email: ExPRESS@tsp.gov

(e) Solicitation Number: TIB-2016-RFP-0002

(f) Box # of # (e.g., 1 of ?)

(3) The proposal package must include the Offeror’s name and return mailing address.

(b) Packaging

(1) All copies of each Volume, see Table in L.9, shall be separately bound and boxed. Do not commingle Volumes in a single box. The exterior of each box shall be clearly marked on the exterior with the RFP number (TIB- 2016-RFP-0002 and appropriate volume designation. The appropriate Volume designations are:

(2) Offerors shall package their proposals in Banker Storage/Filing style boxes. Boxes should be no larger than 12” (W) x 10” (H) x 15” (D) and have handles on at least 2 sides.

(c) Delivery

(1) Offerors shall contact the FRTIB via ExPRESS@tsp.gov at least 48 hours prior to planned delivery to receive a delivery appointment time. Offerors shall provide the following information in their requests:

(A) Company Name

(B) Proposal Number TIB-2016-RFP-0002

(C) Number of boxes being delivered

(D) Estimated business day for delivery

(E) Box # of # (e.g., 1 of ?)

(2) On the day of delivery, Offerors shall call (202) 942-1600 and ask for the ExPRESS Contracting Officer (Linda Bethke-Cyr), if they are unable to arrive at their appointed time.

(3) The FRTIB’s loading dock is located on First Street NE, on the east side of the building entrance. There is no sign for the loading dock. It is the second drive on the right as you turn off K Street NE to First Street NE.

(4) Offeror’s delivery representative will be given a signed and dated/timed receipt from the FRTIB upon reaching the loading dock at their appointed time.

(5) Upon arrival at the loading dock, check in with the security guard before unloading boxes onto the scanner. The loading dock is not staffed. Offerors shall ensure that their delivery personnel are prepared to unload the boxes for security scanning.

(6) Certificate of Insurance. Building management, Brookfield Properties, requires that a Certificate of Insurance (COI) be on file for each vendor and/or courier making a delivery to 77 K Street, NE. The insurance requirements will vary depending on the delivery requirements prior to services being rendered. A commercial carrier (e.g., UPS, FedEx or a courier service) may already have a COI on file with Brookfield. ExPRESS deliveries instructions are provided below. The certificate must be on file no later than 48 hours prior to services being rendered. A commercial carrier (e.g. UPS, FedEx or a courier service) may already have a COI on file with Brookfield (at 77K), but Offerors are responsible for ensuring that it is adequate for their deliveries. If you need to obtain a COI, you must deal directly with Brookfield.

Brookfield Office Properties U.S. Commercial Operations 77 K Street NE, Washington, DC 20002 T 202.467.7950, F 202.467.7959 TBD@brookfield.com

Certificate of Insurance Requirements (based on approximately nine boxes)

Worker's Compensation

Statutory

Automobile Liability Combined Single Limit (CSL) per accident for owned, non-owned & hired autos

$1,000,000

L.12 PROPOSAL EVALUATION PROCESS

(a) The proposal shall be detailed and complete enough to clearly and fully demonstrate that the Offeror understands the requirements and the inherent risks associated with the objectives of this procurement. It is inadequate to simply state that the Offeror understands and will comply with the requirements, or to paraphrase the requirements such as: “standard procedures will be employed to…” and “well-known techniques will be used for…”. The Mission Suitability Proposal shall comprehensively explain how the Offeror proposes to comply with the applicable documents, as well as the techniques and procedures they propose to implement.

(b) For a more complete understanding of this portion of Section L, refer to the evaluation criteria set forth in Section M. The instructions in this portion of Section L are directly related to the evaluation factors set forth in Section M. This procurement will be conducted utilizing a combination of mission suitability, past performance and cost/price factors, as set forth in Section M. A review will be conducted to ascertain if the proposals have been properly organized IAW the Table provided in L.9.

(1) Subfactor 1

(i) Subfactor 1 will be reviewed IAW the Evaluation Scoring System set forth in Section M paragraph M.2(b)(2).

(ii) Those proposals receiving a Good, Very Good or Excellent adjective rating for Subfactor 1 will “Pass” and the remainder of their proposals will be evaluated.

(iii) Those proposals receiving a Fair or Poor adjective rating for Subfactor 1 will “Fail” and the Offeror’s remaining proposal volumes will remain unopened and will not be evaluated. Offeror(s) will be notified upon approval of the Competitive Range Determination, if required, or at contract award.

(2) Acceptability of Subfactor 2, Phase-In Technical Approach and Go-Live Acceptance (Volume II), Subfactor 3, Steady-State and Transformational Technical Approach (Volume III); Subfactor 4, Security and Management Approach (except plans and other documents)(Volume IV); and Past Performance (Volume VI); a page inventory will be accomplished and the number of pages submitted in response to Subfactor 1 for Offerors who “Pass” will be added to ensure compliance with the proposal page restrictions set forth in the Table provided L.9. Any excess pages will be removed, sealed and not evaluated. A review will then will be conducted to ascertain if the proposals have been properly organized IAW the Table provided in L.9.

(c) Information previously submitted, if any, will not be considered unless it is resubmitted as part of the proposal; it must not be incorporated by reference. Offerors must not assume that the Source Selection Evaluation Team is aware of their company’s abilities, capabilities, plans, facilities, organization or any other pertinent fact that is important to the accomplishment of the requirements of this contract.

L.13 USE OF CONTRACTOR PERSONNEL

(a) During evaluation of proposals received in response to this solicitation, the following Contractors will be utilized:

ASI Government 1655 Ft Meyer Drive, Suite 1000 Arlington VA, 22209

CEXEC, Inc.

1900 Campus Commons Drive Reston, VA 20191

Gartner, Inc.

5 Top Gallant Road Stamford, CT 06902

(b) The appropriate non-disclosure forms have been signed by all Contractor personnel and are on file with the ExPRESS CO.

L.14 PREPROPOSAL CONFERENCE

A preproposal conference may be held at a date, time and location to be specified in the final RFP. Upon completion of the Conference, Conference presentation materials will be posted at www.fbo.gov.

L.15 VOLUME I – MISSION SUITABILITY - SUBFACTOR 1

The Offeror shall demonstrate that their proposal meets the contract requirements. The Offeror shall describe or provide the following:

Subfactor 1 – Retirement Plan Services Delivery and Major Program Migrations

(a) Retirement Plan Services Delivery - Offerors shall describe their in-depth experience, knowledge and understanding of defined contribution plan rules and service delivery as it applies to the life-cycle of the participant’s relationship with the TSP as described in the RFP (to include all attachments and associated documentation). This shall include the Offeror’s approach to defined contribution benefits and claims from enrollment through final payout.

Offerors shall also:

(1) Demonstrate knowledge and experience with legal processing such as death benefits and domestic relations orders

(2) Describe case management workflows and escalations to the plan administrator/fiduciary

(3) Describe the approach to tracking and improving participants’ satisfaction and retirement outcomes

(b) Major Program Migrations – Offerors shall describe their in-depth understanding, knowledge and experience in successful major program migrations from legacy systems involving case management and in-process claims.

Offeror’s shall also address:

(1) Multiple interfaces to retained systems and data challenges including detailed assumptions

(2) Size and complexity of claims processing

(3) Seamless transition with no service disruption

(4) Risk identification, management and mitigation

NOTE: MANAGEMENT ASPECTS OF SUBFACTORS 2 AND 3 SHALL BE ADDRESSED IN SUBFACTOR 4, SECURITY AND MANAGEMENT APPROACH.

L.16 VOLUME II – MISSION SUITABILITY - SUBFACTOR 2

Subfactor 2 – Phase-In Technical Approach and Go-Live Acceptance

(a) The Offeror shall provide a detailed phase-in technical approach which describes the Offeror’s understanding of the requirements set forth in this RFP (to include all attachments and associated documentation) to ensure a successful phase-in. Address the benefit and rationale for the phase-in period proposed which the FRTIB anticipates will be a minimum of 9 months per FRTIB constraints as stated in Section C .

(b) The Offeror shall provide a draft test plan which demonstrates their approach to test functions and volumes that meet Section C of the RFP Steady State requirement and surge readiness. This item shall meet the acceptance criteria established in Section E of the RFP.

The draft test plan shall also address:

(1) Types of testing, e.g. load, integration, surge readiness, business continuity and recovery of operations, participant and FRTIB usability, and a proposed list of test scripts by functional area

(2) Test milestones consistent with the proposed technical approach

(3) Risk identification, management and mitigation

L.17 VOLUME III – MISSION SUITABILITY - SUBFACTOR 3

The Offeror shall demonstrate that their proposal meets the contract requirements. The Offeror shall describe or provide the following:

Subfactor 3 – Steady State and Transformational Technical Approach

(a) Steady State Technical Approach

(1) The Offeror shall provide their comprehensive approach for operating an integrated Service Center at Day 1 Go-Live (all Steady-State Requirements)

(2) The Offeror’s approach shall include:

(i) A description of the PEH to support the functional requirements set forth in Section C of the RFP

(ii) A description of the contact engagement design that reflects handling the various types of Participant and Beneficiary interactions across the environment

(iii) A description of the impact to the retained FRTIB systems

(b) Transformational Technical Approach. The Offeror shall comprehensively describe their technical approach to providing the full transformation capabilities set forth in Section C of the RFP, including the identification of capabilities, prioritization, and implementation.

(c) Proposed Performance Alignment. For the table below the Offeror shall list the team members in the table header, and then for each team member will assign which services will be performed within the team by marking an ‘X’ in the appropriate box for the services listed in the left column.

PROPOSED PERFORMANCE ALIGNMENT

Program Management Services o Acceptance and IBR o Performance Management o Contract Management o Quality Management o Risk Management o Security Management o Change Management o Demand Management o Continuous Improvement Management o Issues Management o Dispute Management

Integration Services o Customer, Participant, or Beneficiary Case Management o Omni-channel Management o Content Management o Training o Business Continuity o Advanced Monitoring, Tracking, & Reporting

Customer, Participant, or Beneficiary Services o Agent Services o Self Services o Call Management o Secure E-Messaging o Email o Web Chat o Video o Mobility o Social Media o Correspondence

Benefits Department Services o Onboarding o Processing o Support

Document Processing Services o Document Intake o Mail Processing

Legal Processing Services o Court Order Processing o Death Benefits Processing

L.18 VOLUME IV – MISSION SUITABILITY - SUBFACTOR 4

The Offeror shall demonstrate that the proposal meets the contract requirements. The Offeror shall describe or provide the following:

Subfactor 4 – Security and Management Approach

(a) Security Approach

(1) The Offeror shall address:

(i) Their overall operational and technical approach for implementing security throughout all the requirements in the RFP in accordance with FRTIB’s information security and privacy requirements as defined in Section H.1 of the RFP.

(ii) In addition, Offerors shall include best practices and innovations with respect to Information Security; including assumptions, rationale and quantified efficiencies.

(2) Offeror shall also demonstrate protection of personally identifiable information (PII) in transit and at rest, prevention and detection of breach and the procedures to be utilized in notifying the FRTIB (NOTE: a requirement for a Draft Security Incident Management Procedures is requested as part of the Draft Comprehensive Security Plan required in Plan section L.19 (c)).

(b) Program Management Approach. The Offeror shall describe in detail, their approach to Program Management throughout the life of the contract. The Program Management approach shall include Phase-In, Steady State, and Transformation.

(1) Phase In: The Offeror shall provide a detailed Phase-In plan that addresses, at a minimum, how the Offeror will ensure a smooth and complete transition from the incumbent Contractors during the Phase-In period. The Phase-In plan shall clearly demonstrate an ability to assume full contract responsibility immediately following the Phase-In period. The Phase-In plan shall also specifically address the proposed management organization, and a detailed Phase-In schedule. The Offeror shall address any dependency upon the incumbent Contractors, and what access to incumbent Contractor personnel in the incumbent Contractor’s facilities will be needed. Also, the Offeror shall specify the extent of involvement of FRTIB personnel during this period.

(2) Steady State and Transformational: The Offeror shall provide a detailed description of the program management responsibility for, and authority over, this contract. This includes an integrated comprehensive end-to-end approach for the entire life of the contract. The Offeror shall include in its approach how it shall demonstrate flexibility and responsiveness to the FRTIB through the various phases of performance while identifying, managing, and mitigating risk. The Offeror shall describe how it will provide performance data on-demand to the FRTIB. Such elements as resolving internal resource conflicts with other organizations within the Offeror’s company, degree of autonomy of the Program Executive, and lines of communication among the FRTIB, Contractor, and subcontractor(s) shall be addressed.

(3) The Offeror shall provide an approach that clearly identifies any proposed industry process models, best practices, and performance standards applicable to Service Center management and the Participant experience.

(4) If the Offeror is proposing as a joint venture, the legal agreement, provided as a part of Volume V, shall address approaches for organizational control. Clearly identify the party primarily responsible for resolving conflicts and performance issues with the FRTIB.

(c) Organizational Approach. The Offeror shall describe in detail their approach which shall include how the Offeror’s organization adapts to each phase (i.e., Phase-In, Steady State, Transformation) of the contract.

(1) The proposal shall include the Offeror’s approach to managing organizational quality and continuous improvement, staffing, and effective utilization and distribution of the workforce in meeting contract requirements, cost constraints, and schedules. Offerors shall address the organizational structure for their workforce they believe is most efficient and effective to perform the work consistent with the ExPRESS governance structure.

(2) The Offeror shall describe the proposed organizational structure, including policies, procedures, and techniques for effectively and efficiently planning and managing work. Include an organizational chart that identifies where this contract fits within the corporate structure. Offerors shall provide a contract resource profile which reflects labor categories, number of positions, and hours grouped by program management, integration services, Participant and FRTIB services, and operational services as defined in Section C of the RFP.

(3) The offeror shall provide an organizational chart identifying all key personnel by title. The offeror shall provide mapping of key personnel to the applicable sections within Section C of the RFP. In addition, the offeror shall map their organization chart to the governance structure. The Offeror shall describe their approach for defining interactions with FRTIB personnel in support of the governance structure.

(4) If the Offeror is proposing a joint venture, the proposed organizational structure and chart shall reflect the joint venture.

(d) Key Personnel

(1) The Offeror shall discuss its approach and rationale for identifying, selecting and filling Key Personnel (including Key Personnel of Teaming Partners and subcontractors). The Offeror shall address the Key Personnel positions proposed in Section H.22, Key Personnel.

(2) Minimum qualifications for the Program Executive (key personnel): 10 years of directly related experience in a leadership/management role with experience and progressively greater responsibilities in managing the full lifecycle of a program of this magnitude spanning phase-in to transformation. The Offeror shall describe their additional required minimum qualifications in selection of the Program Executive.

(3) The Offeror shall designate the positions which will fill the job responsibility of the Program Executive in his/her absence. The Offeror shall describe their rationale for designating additional positions as “key”, required minimum qualifications and selection of the proposed individuals. Include the rationale for filling these positions with the individuals selected.

(4) All proposed key personnel shall submit three (3) professional or client references over the past 5 years, one of which must be a current or former supervisor.

(5) The Offeror shall describe the level of commitment proposed for Key Personnel who are currently being proposed for other contracts or for other reasons are not planned to be 100% dedicated to this contract. The Offeror shall discuss their rationale for how the work can be effectively performed with Key Personnel who are not fully committed to this contract. Include in the discussion, scenarios that may lead to less than their full commitment to this Contract and any alternatives proposed. If the commitment of Key Personnel is contingent upon the outcome of another competition, alternate Key Personnel shall be proposed.

(6) The Key Personnel approach shall be consistent with the overall organizational structure.

(7) The Offeror shall submit for each Key Personnel the Resume Form, Section L, Attachment L.7.

(e) Staffing Approach

(1) The staffing approach shall describe how the Offeror intends to staff this effort and how the approach will ensure the Offeror meets contract requirements. Describe the Offeror’s rationale and approach for attracting and retaining incumbent personnel, if utilized. Consolidations, improvements, and other changes shall be explained in detail with a clear, convincing rationale. The staffing approach shall include a comprehensive hiring approach which represents staffing all proposed positions, those to be transferred from within the Offeror‘s own organization, and those from other sources.

(2) The Offeror shall discuss their staffing approach and strategies if their primary staffing strategy is not completely successful. Offerors should describe their ability to staff from existing resources and from outside sources to satisfy surge requirements.

(3) The Offeror shall describe the corporate resources available to enhance technical, operational, and management performance under this contract including staffing, corporate support, facilities and equipment. The Offeror shall describe the breadth of the corporate resource base beyond those of the immediate staff and how these resources may be obtained and applied.

(f) Position Qualifications. The Offeror shall provide position qualifications for each specific labor category. The Offeror shall provide the minimum requirements in the position qualifications, to include:

(1) duties and responsibilities

(2) licensing and/or certifications

(3) education

(4) experience

(5) foreign language experience, if any

This information shall be included in the management approach and will be evaluated.

(g) Significant Subcontractors

(1) A proposed significant subcontractor is defined as: 1) any proposed subcontractor that is either estimated to meet/exceed an average annual cost/fee of $5,000,000 and/or 2) any subcontractor performing work within the Legal Processing area of Section C of the RFP.

(2) The Offeror shall describe the rationale and procedures for determining the work to be subcontracted, if any, and the procedures for managing significant subcontracts. The Offeror's planned usage, if any, of significant subcontracting agreements shall be addressed. For any significant subcontracting agreements, the Offeror shall detail the functional areas and functional split of responsibilities including the potential percentages of work to be performed. The Offeror shall discuss its plans for addressing any problems that arise as a result of the proposed organizational structure or poor and/or non-performance of significantly subcontracted portions of the contract.

(3) If significant subcontractors are proposed, the Offeror shall provide: 1) a separate organization chart for each subcontractor, 2) the basis for the selection of each subcontractor, 3) the nature and extent of the work to be performed by each subcontractor, 4) the benefits of these arrangements to the FRTIB, and 5) methods of managing and reporting of subcontractors' financial and technical plans and performance. The Offeror shall provide a proposed schedule for completion of subcontracting arrangements.

L.19 VOLUME V – PLANS AND OTHER DOCUMENTS

The Offeror shall demonstrate that the proposal meets the contract requirements. The Offeror shall describe or provide the following:

(a) Total Compensation Plan. The Offeror shall provide a Total Compensation Plan (TCP) for all personnel proposed, which must:

(1) Classify all labor categories and provide a description of the work to be done within that category, and identify the categories of personnel that are in an executive, administrative or professional capacity as defined by the Offeror’s organization

(2) The Offeror and significant subcontractors shall provide a detailed list of their fringe benefits and company estimated cost per hour, along with an itemization of the benefits that require employee contributions and the amount of that contribution as a percentage of the total cost of the benefit. Two exhibits shall be submitted, one containing the average of fringe benefit information for all the exempt labor categories and one containing the average of fringe benefits information for all the non- exempt labor categories. (The Mission Suitability Proposal must not include any Cost Exhibits but should reference where the information appears in the Cost Proposal Volume.)

(3) The Offeror shall provide supporting data, such as recognized national, regional, and local compensation surveys and studies of professional, public and private organizations, used in establishing the total professional compensation structure.

(4) The Offeror shall provide a benefit package that includes how the Offeror plans to address increases in pay and recognition of performance/seniority of personnel.

(5) Compensation Reasonableness:

(i) The total compensation plan shall address all proposed labor categories. The total compensation plan shall include the salaries/wages, fringe benefits and leave programs proposed for each category of labor. The plan also shall include a discussion of the consistency of the plan among the categories of labor being proposed. Differences between benefits offered professional and non-professional employees shall be highlighted.

(ii) The Offeror shall provide written support to demonstrate that its proposed compensation is reasonable.

(iii) The Offeror shall require all service subcontractors with proposed cost reimbursement or fixed-price subcontracts having a total potential value greater than an average annual cost/fee of $5,000,000 to provide as part of their proposals the information identified in (a) and (b) of this provision.

(End of Provision)

(b) Draft Contract Management Plan

(1) The Offeror shall describe their day to day management of teams of diverse personnel and how multiple, simultaneous efforts that have competing requirements for expertise, knowledge, and skills will be managed throughout the duration of the contract to ensure a timely, cohesive operation. The offeror shall address the immediate availability of performance data to the FRTIB on a daily basis. The Offeror shall also address how it will manage subcontracts and performance/cost risks. The Offeror shall also address methods of obtaining participant feedback and implementing resulting changes to improve performance.

(2) Based on the information the Offeror provided and taking into account potential growth of the TSP and technological changes, the Offeror shall describe how they will maintain their organizational structure and staffing (including subcontractors) to efficiently and effectively perform and manage the work required under this contract on an on-going basis. Include risk management, quality management, and continuity of operations in the description of contract management.

(3) The Offeror shall describe their implementation and management of industry process models, best practices, and performance standards for lifecycle management and governance of Service Center capabilities.

(c) Draft Comprehensive Security Plan.

The Offeror shall submit a draft of "Comprehensive Security Program Plan,” as described in Attachment J.1(e).

(d) Draft Organizational Conflict of Interest Management Plan In accordance with the principles of FAR Subpart 9.5, the Offeror shall submit a comprehensive OCI Management Plan that thoroughly analyzes all organizational conflicts of interest that might arise because the Contractor has access to other companies' sensitive information (unequal access to information), due to biased ground rules, and/or due to impaired objectivity. The plan shall establish specific methods to control, mitigate, or eliminate all problems identified. The Final OCI Management Plan, as approved by the Contracting Officer, shall be incorporated into the Contract as a compliance document.

The response shall include, at a minimum a description of the risks to contract performance resulting from the various types of organizational conflicts of interest for the Offeror and proposed subcontractors, including consultants.

(1) Relevant to OCIs and limitations on future contracting

(i) A description of any known OCIs, including its approach for mitigating and/or avoiding them.

(ii) The Offeror shall describe its approach to identifying and protecting proprietary information and sensitive information as required by the Access to Sensitive Information clause and contract terms.

(iii) The Offeror shall describe the impact of their OCI Management Plan on the effective and efficient performance of Section C of the RFP for this contract.

(2) Draft Associate Contractor Agreements Approach. The Offeror shall describe its approach to negotiating and establishing Contractor Operating Agreements with other contractors as set forth in Section H.13.

(e) Other Documents

(1) Joint Venture Teaming Agreement If the Offeror is a joint venture, the Offeror shall provide a copy of the Joint Venture Teaming Agreement.

(2) Errors and Omissions Insurance Policy

The proposal shall include one complete copy of the Contractor’s Errors and Omissions insurance policy, including all endorsements, riders, or other expressions of or modifications of coverage, all of which must be in a form acceptable to the FRTIB, in Volume V, Plans and Other Documents.

L.20 VOLUME VI – PAST PERFORMANCE

An Offeror‘s past performance record indicates the relevant quantitative and qualitative aspects of performing services or delivering products similar in size, content, and complexity to the requirements of this acquisition. These records shall include only contracts which began, ended, or were performed during the period January 1, 2013 – December 31, 2016. The Offeror shall provide the following information regarding their past performance relevant to the requirements of this proposed contract.

(a) INFORMATION FROM THE OFFEROR

(1) Prime Offerors shall provide the information requested in paragraphs (c) (1) and (2) below for three to five contracts (completed or ongoing) of similar efforts with a minimum average annual cost and fee incurred of $30,000,000 that your company has performed within the period specified above. Indicate those contracts which appear most relevant to the proposed effort (i.e. similar in size, content, and complexity) and how they are related. Prime Offerors also shall indicate those contracts that were performed by the division of your company that will perform the work on this proposed contract.

(2) Include the requested information for any subcontractor who will perform any aspect of legal processing, regardless of past performance dollar value.

(3) Offerors shall provide the information requested in paragraphs (c) (1) and (2) below for three to five contracts (completed or ongoing) of similar efforts that significant subcontractor(s) have performed within the period specified above. Prime Offerors also shall indicate those contracts that were performed by the division of the subcontractor’s company that will perform work on this proposed contract.

(4) Offerors or significant subcontractors may consolidate past performance data on a single contract vehicle that includes multiple tasks, orders, or similar arrangements, for the purposes of meeting an average annual cost/fee of $30,000,000 for prime offerors or $5,000,000 for significant subcontractors for the purpose of evaluating contract relevance for the proposed requirement.

(5) Where applicable, Offerors shall provide the experience or past performance of their parent, affiliate or predecessor company (including a parent or affiliated company that is being otherwise proposed as a subcontractor on this effort) or joint venture where the firm‘s proposal demonstrates that the past performance of the parent, affiliate or predecessor is relevant.

(6) The Offeror shall demonstrate that the resources of the parent or affiliate, such as their workforce, management, facilities, or other resources, shall have meaningful involvement in contract performance.

(b) PAST PERFORMANCE SERVICES MATRIX

The Offeror shall provide the following information where it performed services similar to the services required in Section C of this RFP:

Past Performance Form (Complete this form for each contract listed in the matrix below)

Contract Number:

Contract Title:

Contract Prime Contractor:

Client Served:

Contract Award Date:

Contract Type:

Contract Completion Date (including options):

Brief Description of the Work Performed:

Variance Explanation (Overrun vs. Scope Change) Provide specific details

Acquisition Type:

(Highlight or circle applicable type)

Competitive

Non-Competitive

For the table below, the Offeror shall list the contract numbers in the table header, and for each contract will confirm/verify that similar services were performed by marking an ‘X’ in the appropriate box for the services listed in the left column.

PAST PERFORMANCE TABLE

Program Management Services o Phase-In o Performance Management o Contract Management o Quality Management o Risk Management o Security Management o Change Management o Demand Management o Continuous Improvement Management o Issues Management o Dispute Management

Integration Services o Customer, Participant, or Beneficiary Case Management o Omni-channel Management o Content Management o Training o Business Continuity o Advanced Monitoring, Tracking, & Reporting

Customer, Participant, or Beneficiary Services o Agent Services o Self Services o Call Management o Secure E-Messaging o Email o Web Chat o Video o Mobility o Social Media o Correspondence

Benefits Department Services o Onboarding o Processing o Support

Document Processing Services o Document Intake o Mail Processing

Legal Processing Services o Court Order Processing o Death Benefits Processing

(c) PAST PERFORMANCE QUESTIONNAIRE

(1) The Offeror shall provide the following information on all past/current contract references that meet the above criteria for the prime Offeror and each significant subcontractor:

(a) Customer's name, address, and telephone number of both the lead contractual and technical personnel most familiar with the Offeror’s performance record. Offeror must verify the telephone numbers provided are current and correct.

(b) The Offeror may include up to one page of introductory material about the experience and performance of your company and subcontractors (if applicable). The Offeror may submit additional reference information on experience and past performance for consideration. This shall be subject to the page limitation constraints.

(2) Offerors and significant subcontractors as defined above each shall submit the Past Performance Questionnaire, Attachment L.1 to all points of contact references required. The Offeror is responsible for ensuring that each of its references, including those from its major subcontractors, returns two copies of each questionnaire directly to the Contracting Officer in a sealed envelope addressed to the ExPRESS CO. The exterior of the envelopes shall clearly identify the RFP number (RFP TIB-2016-0002) and the inscription “Past Performance Questionnaire”

L.21 VOLUME VII – COST/PRICE PROPOSAL

It is important that Offerors (i.e., Prime Contractors) and significant subcontractors read and follow these cost proposal instructions carefully. The Agency reserves the right to consider an inaccurate or incomplete cost proposal indicative of the Offeror’s inability to perform the work required under the contract and may be grounds for rejection of the proposal.

The Cost & Price Proposal is the Offeror’s estimate of the price, cost and fee to perform the work described in this RFP. Since the Cost & Price Proposal will be used to determine the Most Probable Cost to the FRTIB, it is important to ensure the submitted Cost & Price Proposal is accurate and complete. Each Offeror must submit their Cost & Price Proposal in accordance with Section L.21 and instructions for each Section L Attachment L.2 through L.6. Attachments must be submitted in Microsoft Excel format, utilizing Microsoft Office 2010 or newer versions.