Combined Questions Answers (QA) for RFI Information Technology (IT) Services and Support 25FEB2026 - FINAL.pdf

Item # Subject USG Reference Questions/Comments USG Response

1 Acquisition Strategy and Timeline What is the anticipated timeframe for releasing the formal solicitation?

The Government has not established a definitive timeline for the formal solicitation release.

Any subsequent solicitation will be synopsized on the Government-wide Point of Entry (GPE), and it is the responsibility of potential offerors to monitor the GPE for additional information.

2 Acquisition Strategy and Timeline Does the Government plan to issue a draft solicitation prior to final release?

The Government has not yet determined if a draft solicitation will be issued. Offerors should monitor the GPE for future announcements.

3 Acquisition Strategy and Timeline Are there any dependencies or approvals that could affect the solicitation or award schedule?

All government acquisitions are subject to internal dependencies and approvals which can affect the schedule. The Government will provide updates to the schedule as they become available through the GPE.

4 Acquisition Strategy and Timeline When will the acquisition approach (set-aside status or contract vehicle) be finalized?

The acquisition approach, including any set-aside status or the contract vehicle, has not been finalized. This determination will be made based on market research, including analysis of the responses to this RFI, as stated in Section 2.0 of the RFI Instructions.

5 Acquisition Strategy and Timeline What is the expected proposal response period? The proposal response period will be specified in the formal solicitation.

6 Acquisition Strategy and Timeline Does the Government anticipate discussions or oral presentations as part of the evaluation?

The Government has not yet determined if discussions or oral presentations will be part of the evaluation process. This information will be provided in the formal solicitation.

7 Acquisition Strategy and Timeline What is the Government’s target award timeframe and anticipated start date?

The Government's target award timeframe is in alignment with the Period of Performance start date of 14 September 2027, as indicated in PWS Section 1.2.

Request for Information (RFI) Information Technology (IT) Services and Support

8 Acquisition Strategy and Timeline Is the Government planning a single award or multiple awards? The Government is still performing market research to determine the acquisition strategy, including whether the award will be a single award or multiple awards.

9 Industry Engagement and Customer Access Does the Government plan to allow capability briefings or technical exchanges with prospective prime contractors?

The Government has not planned for any capability briefings or technical exchanges at this time. All questions must be submitted in writing.

10 Industry Engagement and Customer Access Are there opportunities to engage with ALTESS technical or operational stakeholders to better understand current-state challenges?

There are no opportunities to engage with ALTESS stakeholders at this time. This RFI is the current mechanism for industry engagement.

11 Industry Engagement and Customer Access Is the Government considering an industry day or technical interchange meeting prior to solicitation release?

The Government is planning for an industry day or technical interchange meeting in the future.

Future announcements will be made on the GPE.

12 Scope, Execution, and Transition Is the Government’s intent to award to a single prime contractor responsible for overall performance and subcontractor management?

The acquisition strategy has not been finalized. The determination of a single prime versus other approaches will be made based on market research and RFI responses.

13 Scope, Execution, and Transition Are there mission-critical services where direct prime accountability is particularly important?

All services outlined in the PWS are considered important to the ALTESS mission. The formal solicitation will identify any services requiring special emphasis.

14 Scope, Execution, and Transition Is the initial emphasis more on operational stability and sustainment or modernization initiatives?

The PWS outlines requirements for both operational stability and modernization. Both are considered important for this effort.

15 Scope, Execution, and Transition What are the Government’s primary transition risks for this effort?

Transition risks are a key consideration for the Government. Offerors are expected to address risk mitigation in their proposed transition plans, as outlined in PWS Sections 1.2.1, 5.2, and

5.3.

16 Scope, Execution, and Transition How important is continuity of incumbent personnel to successful transition?

Continuity of incumbent personnel is recognized as a factor in a successful transition. Offerors should detail their staffing approach in their response.

17 Scope, Execution, and Transition Is the projected staffing level expected to remain stable, or should offerors propose optimized staffing approaches?

The Level of Effort table in PWS Section 9 provides the Government's estimated staffing levels (163 FTEs). Offerors may propose optimized staffing approaches, but should be prepared to justify any deviations from the Government's estimate.

18 Evaluation and Risk Perspective What characteristics will most strongly define a low-risk offeror from the Government’s perspective?

A low-risk offeror will be one that demonstrates a comprehensive understanding of the PWS requirements, a sound technical and management approach, and the corporate capability to perform the work successfully, including staffing and transition.

19 Evaluation and Risk Perspective How will the Government evaluate a prime contractor’s ability to scale and sustain staffing?

The Government will evaluate a prime contractor's ability to scale and sustain staffing based on their submitted capability statement, which should address their recruitment and retention strategies.

20 Evaluation and Risk Perspective Will IT service management maturity, automation, and performance reporting be key evaluation considerations?

Yes, IT service management maturity, automation, and performance reporting are key components of the PWS and will be important evaluation considerations.

21 RFI Feedback and Next Steps Does the Government anticipate providing feedback or summary themes from RFI responses?

Per Section 2.0 of the RFI Instructions, no feedback or evaluations will be provided regarding individual submissions. The Government may use themes from the responses to inform the acquisition strategy.

22 RFI Feedback and Next Steps Which aspects of the requirement are most open to refinement based on industry input?

The Government is open to industry input on all aspects of the requirement as part of this market research effort.

23 RFI Feedback and Next Steps From the Government’s perspective, what would constitute a high-quality RFI response?

A high-quality RFI response is one that is complete, is submitted on time, adheres to all formatting instructions, and provides direct, substantive answers to the Government's questions, supported by verifiable documentation as requested in the RFI instructions (Section 7.2).

24 RFI Feedback and Next Steps Will award details and contract structure be publicly released at time of award?

Award details will be made public in accordance with Federal Acquisition Regulation (FAR) requirements.

25 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 1, Section 1.0 Introduction.

Can the Government clarify if ALTESS anticipates any significant changes to its mission, customer base, or IT service delivery models over the next contract period that would impact on the scope or composition of contractor-provided IT support?

The PWS is intended to cover the Government's currently anticipated needs. As stated in PWS Section 1.4, versions and vendors will change as a part of the IT lifecycle.' Offerors should propose solutions that are scalable and adaptable to support evolving requirements.

26 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 2, Section 2.0 Background.

Will the Government provide updated and specific metrics (e.g., user base, number/types of sites, technology stack) to supplement the high-level description of ALTESS’ services and infrastructure?

The Current Support Baseline is provided in PWS Section 1.4.1. More specific metrics are not available at this time but may be provided in a future solicitation.

27 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 3, Section 3.0 Basis for Set-Aside/Competition.

Does the Government have a target small business participation rate, and will there be any incentive or requirement for small business subcontracting?

Per Section 2.0 of the RFI Instructions, the Government is considering a small business set-aside. Any specific participation rates or subcontracting goals will be defined in the formal solicitation.

28 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 4, Section 4.0 Place of Performance.

Can the Government provide an estimated breakdown of on-site vs. remote work requirements, and specify which locations beyond Radford, VA may require contractor presence? Will OCONUS work have any specific requirements (e.g., language, host nation clearance)?

Per PWS Section 1.5, the primary place of performance is Radford, VA, with potential for work at other CONUS and OCONUS locations. The Government has not determined a specific breakdown of on-site versus remote work. The ability to telework is dependent on the required tasks and requires Government approval. Any specific requirements for OCONUS work will be detailed in the formal solicitation.

29 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 5, Section 5.1 Contract Type Considerations.

Is the Government considering any hybrid contract types (e.g., combining T&M and FFP CLINs), or only a single contract structure for the entire requirement? Can the Government provide historical or anticipated workforce turnover and surge demand rates to inform retention and recruitment strategy discussion?

The Government is considering all contract types as part of its market research. The 'Questions to Industry' document specifically requests feedback on contract types. Historical data on workforce turnover and surge demand is not available for release at this time.

30 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 5, Section 5.4 Surge Capacity & Personnel Availability.

Will the Government consider alternate surge staffing approaches (e.g., use of part-time, remote, or cleared pre-vetted consultants) to meet temporary needs, and are there any constraints or preferred practices for surge labor?

The Government is open to industry feedback on surge staffing approaches. Offerors are encouraged to describe their capabilities and preferred practices in their RFI response, as requested in Section 3.4 of the 'Questions to Industry' document.

31 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 6, Section 6.0 Required Capabilities.

Several required capabilities reference the attached PWS. In the event of discrepancy between the RFI and PWS, which document will take precedence? Additionally, should Offerors respond to all PWS task areas or only those pertinent to their organizational strengths?

In the event of a discrepancy between the RFI and PWS, the PWS takes precedence for defining the technical requirements. Offerors should submit a comprehensive Capability Statement that directly addresses the requirements delineated within the PWS, as stated in the RFI Instructions Section 7.2.

32 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 7, Section 7.3 Specific Responses to Questions Can the Government clarify whether verifiable supporting documentation (as requested) should be included as appendices and, if so, whether these appendices count against the 15-page limit?

Per the RFI Instructions (Section 10.0), 'Capabilities statements shall be limited to 15 pages in length'. This page limit is inclusive of all content, including appendices.

33 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 8, Section 8.0 Special Requirements, Para (a).

For subcontractors, is there a minimum clearance level or timeline expectation for onboarding?

Security clearance requirements are detailed in PWS Section 3.3. All personnel must possess the required clearance level at the time of performance. Timelines for onboarding are the responsibility of the contractor.

34 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 8, Section 8.0 Special Requirements, Para (b).

Are there any anticipated waivers or special instructions related to the Berry Amendment, Clinger-Cohen Act, or Service Contract Act for this procurement?

As stated in Section 8.0 of the RFI Instructions, this acquisition is subject to the Berry Amendment, the Clinger-Cohen Act, and the Service Contract Act. No waivers or special instructions are anticipated at this time.

35 Revised Request for Information (RFI) Information Technology (IT) Services and Support.pdf.

Page 9, Section 10.0 Submission Instructions.

Please clarify whether Offerors may submit questions beyond the stated February 12, 2026, deadline in the event of newly identified ambiguities resulting from Government answers provided after the deadline.

The question submission deadline is firm. The Government will not accept questions after the stated deadline.

36 ITSS Performance Work Statement. Page 12, Section 1.1 Scope.

Can the Government confirm whether all technical baselines, support metrics, and hardware/software inventories will be regularly updated and communicated to the contractor for ongoing planning and resource allocation?

The Government intends to provide the contractor with the necessary information to perform the work required under the PWS. The mechanisms for communicating updated baselines and metrics will be established during contract performance.

37 ITSS Performance Work Statement. Page 12, Section 1.2 Period of Performance

The PWS establishes a PoP base year starting 14 September 2027. Can the Government share its anticipated acquisition timeline, including projected RFP release date, proposal submission deadline, and anticipated award date? This information will assist Offerors in appropriately planning for transition teams, key personnel availability, and overall proposal preparation.

The Period of Performance is listed in PWS Section 1.2. The Government has not established a definitive timeline for the RFP release, proposal submission, or award. Offerors should monitor the GPE for updates.

38 ITSS Performance Work Statement. Page 13, Section 1.2.1.1 Transition-In Will the Government consider extending the transition-in period for circumstances (e.g., delays in security clearance or badge issuance) outside the contractor’s control? Are there documented metrics for successful transition-in accepted by the Government?

The transition-in period is 30 calendar days as specified in PWS Section 1.2.1.1. The PWS acknowledges lead times for badging and tokens and states, 'All lead times and travel should be reflected in the proposed plan.' Metrics for a successful transition will be based on the contractor's ability to assume full performance of PWS requirements with minimal mission impact.

39 ITSS Performance Work Statement. Page 13, Section 1.2.1.2 Transition-Out. Are there Government templates, inventories, or historical transition records available to aid in transition planning and risk management?

No Government templates, inventories, or historical transition records are available for release at this time. The contractor is responsible for developing a Transition-Out Plan as per PWS

Section 5.3.

40 ITSS Performance Work Statement. Page 16, Section 1.4.1 Current Support Baseline Are there Government templates, inventories, or historical transition records available to aid in transition planning and risk management?

This question is a duplicate of question 39. No Government templates, inventories, or historical transition records are available for release at this time.

41 ITSS Performance Work Statement. Page 18, Section 1.9 Performance Standards/QASP Will the contractor have the opportunity to jointly review/update surveillance methods or performance metrics during the PoP, given the “living document” nature of the QASP? Can the Government clarify how negative or positive trends will affect surveillance frequency?

Yes. As stated in PWS Section 1.9, the QASP is a 'living document' and will be reviewed and revised on a regular basis in coordination between the contractor and the government. The QASP will define the relationship between performance trends and surveillance frequency.

42 ITSS Performance Work Statement. Page 20, Section 3.4 Cybersecurity.

Please clarify if the Government requires only minimum DoD 8140 compliance, or if additional functional certifications such as vendor/solution-specific, e.g., AWS/Azure, VMware, etc. are mandated for key positions.

PWS Section 3.4 requires that staff possess the qualifications set forth in DoD 8140. Specific functional or vendor-specific certifications may be required for certain positions as detailed in the Key Personnel section (PWS Section 6.0) and will be further specified in the solicitation.

43 ITSS Performance Work Statement. Page 23, Section 3.5.3 Personal and Substantial.

Is additional Government guidance available on “substantial” participation or conflicts of interest, particularly as it impacts organizational prohibitions in technical solutioning or subcontractor/teaming arrangements?

Guidance on Personal and Substantial participation and Conflicts of Interest is provided in FAR Part 9.5 and in PWS Section 3.5. Contractors are expected to adhere to these regulations.

Additional specific guidance is not available at this time.

44 ITSS Performance Work Statement. Page 23, Section 3.5.4 Incidental Construction For “incidental construction,” can the Government provide an example scenario, and clarify the expected frequency/type of work historically required (e.g., site prep, data center expansions), and procedures for wage determination updates?

Incidental construction is described in PWS Section 3.5.4. It refers to construction work that may be required as part of a larger IT solution. The frequency is not predetermined. Applicable Davis-Bacon wage rate determinations will be provided via contract modification on a per-task basis.

45 ITSS Performance Work Statement. Page 24, Section 4.1 Objectives.

Can the Government clarify if specialized technologies or products in Section 1.4 are Government-mandated or “best effort,” and how quickly new/updated products will be introduced into the managed baseline?

The technologies listed in PWS Section 1.4 represent the current baseline. The contractor must be capable of supporting these technologies. The Government will manage the introduction of new products into the baseline through its configuration management processes.

46 ITSS Performance Work Statement. Page 25-41, Section 4.1 Task Areas 1-5. (Multiple)

Will the Government provide documentation or Standard Operating Procedures (SOPs) referenced in the PWS (e.g., Deskside Asset Management SOP, Change/Incident Management SOP, ConOps, etc.), or are contractors expected to create/maintain their own unless otherwise stated?

The contractor will be provided with applicable Government SOPs. Where SOPs do not exist, the contractor will be expected to develop and maintain their own procedures for performing

PWS tasks, subject to Government review and approval.

47 ITSS Performance Work Statement. Page 36, Section 4.1.1.14 DevSecOps & Automation What is the required technology stack for DevSecOps and automation (e.g., Git, Ansible, Jenkins, ServiceNow, CloudFormation), and does the Government have preferences for tool interoperability or mandated platforms?

The PWS requires DevSecOps capabilities but does not mandate a specific technology stack.

The Technology Baseline in PWS Section 1.4 lists several tools currently in use (e.g., Gitlab, Ansible). Offerors may propose solutions using these or other industry-standard tools.

48 ITSS Performance Work Statement. Page 37, Section 4.1.2 Task Area 2 Cloud Management Are there any preferred cloud service providers (CSPs) or security posture requirements for the ERP and Commercial Cloud? Is there an anticipated percentage of systems to migrate or operate in each CSP, and will the Government supply cloud credits/licenses?

PWS Section 4.1.2 references multiple CSPs (AWS, Azure, GCP, OCP). The Government does not have a mandated percentage of systems per CSP at this time. The provision of cloud credits/licenses will be specified in the resulting contract.

49 ITSS Performance Work Statement. Page 39, Section 4.1.3 Cybersecurity Will the Government provide or fund licensing for cyber tools/assets (e.g., SIEM, PKI, vulnerability scanners, etc.), or is that contractor-provided? Does the Government allow usage of contractor “as-a-Service” (MSSP) for cyber functions?

As stated in PWS Section 3.1, except for items specifically identified as GFE, the contractor shall furnish everything required to perform the tasks. Offerors should state their assumptions regarding the provision of cyber tools and licenses in their response. The Government is open to considering contractor-provided 'as-a-Service' models if they are cost-effective and meet security requirements.

50 ITSS Performance Work Statement. Page 46, Section 4.1.5.1 FinOps & Cost Model Will the Government provide any existing cost models, reporting formats, or system access for financial management, or will the contractor be responsible for developing tools and models from scratch?

The contractor will be responsible for developing and maintaining cost models and reporting formats in accordance with the requirements of PWS Section 4.1.5.1. The Government will provide necessary access to financial data.

51 ITSS Performance Work Statement. Page 54, Section 4.1.5.11 Technology Evaluations Is the Government open to utilization of non-US vendors/products or open-source technologies if compliance and performance criteria are otherwise satisfied? Are there existing evaluation templates or scoring methodologies?

All technology solutions must comply with applicable DoD and Army security and procurement regulations. This may limit the use of certain non-US vendors/products. The use of open-source technologies is permitted if compliance criteria are met. The Government does not provide standard evaluation templates.

52 ITSS Performance Work Statement. Page 57, Section 5.1 Contract Data Requirements.

Can the Government clarify if any deliverables may be combined to avoid redundancy, and if there is a preferred template/portal for submission of all deliverables (e.g., MS Teams, SharePoint, etc.)?

The list of deliverables (CDRLs) is provided in PWS Section 5.1. The Government may consider combining deliverables if it provides efficiency without loss of necessary information. The preferred submission portal will be identified at contract award.

53 ITSS Performance Work Statement. Page 75, Section Level of Effort Table Is the level of effort (FTEs) by functional area and labor category firm for base and option periods, or is there flexibility to propose alternatives based on experience? What are procedures for surge and reduction?

The level of effort (163 FTEs) provided in PWS Section 9 is the Government's estimate. Offerors may propose alternatives but should provide a clear rationale for any variance. Procedures for surge and reduction will be defined in the contract.

54 ACC-RI Customer Complaint Record Page 1. Customer Complaint Record Form Please confirm whether the Government has any specific policies for when, where, and how Customer Complaint Record forms are to be made accessible to end-users and stakeholders e.g., are these forms to be deployed in physical spaces, electronically via web portal, or both?

The Government has not specified a policy for the accessibility of Customer Complaint Record forms. The contractor may propose a method in their Quality Control Plan (QCP).

55 ACC-RI Customer Complaint Record Page 1. Customer Complaint Record Form.

Is there a standard response time expectation for acknowledgment and validation of complaints once received, or should the contractor propose one in the Quality Control Plan?

Is escalation guidance available for unresolved complaints?

The contractor should propose standard response times and escalation procedures for complaints as part of their Quality Control Plan (QCP).

56 ACC-RI Customer Complaint Record Page 1. Customer Complaint Record Form.

Can the Government clarify whether all complaints are to be considered potential Corrective Action Requests (CARs) or only those validated as contract non-conformances, in accordance with QASP Section 6? How are customer-initiated complaints triaged in practice?

The QASP and associated documents will define the process for how customer complaints are triaged and when they become formal Corrective Action Requests (CARs). The contractor's QCP should detail their proposed process for handling complaints.

57 ACC-RI Customer Complaint Record Page 1, Validation Section What level of detail or supporting evidence is required from the contractor during the “Action Taken” and “Validation” stages for records, and are digital signatures or electronic workflow submissions acceptable for record-keeping and audit purposes?

The required level of detail for 'Action Taken' and 'Validation' should be sufficient to create a clear audit trail. The contractor should propose their methodology and the use of digital signatures/electronic workflows in their Quality Control Plan (QCP). The Government will determine acceptability.

58 ACC-RI Customer Complaint Record Page 1, Filing/Follow-up How long must contractors and the COR retain completed Customer Complaint Records and what is the process for periodic review, trend analysis, or inclusion in CPARS or Program Management Reviews?

Record retention requirements will be specified in the contract, in accordance with applicable federal regulations. The process for review and trend analysis should be a collaborative effort between the contractor and the COR, and documented in the QCP.

59 ACC-RI Customer Complaint Record Page 1. Customer Complaint Record Form.

Are contractors authorized or required to develop their own supplemental internal complaint tracking tools or dashboards, provided all official records are maintained in accordance with ACC-RI instructions?

Contractors are permitted to use their own internal tracking tools, provided that all official records are maintained and reported in accordance with the contract requirements.

60 ACC-RI Customer Complaint Record Page 1. Customer Complaint Record Form.

For complaint resolution and customer follow-up, is the Government’s preferred method direct outreach by the contractor, coordinated response through the COR, or a combination thereof? Is there a minimum documentation standard for resolutions communicated back to the complainant?

The contractor should propose their recommended method for communication and follow-up on complaints as part of their Quality Control Plan (QCP). All communication must be documented to a clear standard.

61 ITSS Performance Requirements Summary (PRS) Page 1, Section General/Title.

Please confirm that the PRS table is a comprehensive listing of all performance requirements that will be used for formal surveillance and assessment. Will the Government update this list during contract execution as priorities or risk areas change, and if so, what will be the process for notifying the contractor?

The PRS represents the key performance requirements that will be under surveillance. As stated in PWS Section 1.9, the associated QASP is a 'living document' and can be updated during contract execution via a formal contract modification.

62 ITSS Performance Requirements Summary (PRS) Page 1, Section PRS #1 (PWS 4.1, 6.0) The metric for key personnel vacancies requires notification “immediately.” Could the Government define “immediately” (e.g., within 1 business day), and clarify what documentation will be considered sufficient to demonstrate compliance?

'Immediately' is typically understood to mean within the same business day. The specific definition and required documentation will be finalized in the QASP.

63 ITSS Performance Requirements Summary (PRS) Page 1, Section PRS #2 (PWS 1.8) For “less than 5% defects,” how is a “defect” defined—per deliverable, per reporting period, or cumulative over the contract? Is there any weighting of critical vs. minor defects, or is all non-conformity treated equally?

A 'defect' will be defined in the QASP. Typically, it refers to any instance of non-conformance with contract requirements for a given deliverable. The QASP will also specify if weighting is applied.

64 ITSS Performance Requirements Summary (PRS) Page 1, Section PRS #3 (PWS 5.0).

For on-time delivery requirements, is there an allowable grace period for extenuating circumstances beyond the contractor’s control (e.g., delayed Government approvals)? Should the contractor document such events in the QCP or in status reports?

The contractor should document any extenuating circumstances that impact delivery schedules. The process for requesting and receiving an extension or grace period will be defined in the contract and QASP.

65 ITSS Performance Requirements Summary (PRS) Page 1, Section PRS #4 (PWS 4.1.1)

“Positive Business Relations, Customer Satisfaction, and Timely and Open Communications” are assessed via “customer feedback/complaints” and “random inspection.” Will the Government provide further details on expectations for responsiveness (e.g., specific response time to complaints) and the format or scoring methodology for random inspections?

The Government will provide further details on the scoring methodology for subjective measures in the final QASP. The contractor should propose their approach to ensuring positive business relations and customer satisfaction in their QCP.

66 ITSS Performance Requirements Summary (PRS) Page 1, Section PRS #6 (PWS 4.1.1.7).

Are acceptable closure times for service desk tickets (“<= 10 minutes”) calculated by business hours or 24x7 clock? If a ticket is misrouted or missing information, can the clock be paused, and how is this tracked in ServiceNow or other systems?

The specific parameters for performance metrics, such as how resolution time is calculated (e.g., business hours vs. 24x7, when the clock starts/stops), will be defined in the final QASP.

67 ITSS Performance Requirements Summary (PRS) Page 1, Section PRS #7 (PWS 4.1.1.9).

For the desktop support performance measure “20% technical refresh of desktop equipment annually,” will the Government provide an inventory baseline and schedule at the contract start? What is the process for mutually verifying refresh completion?

Yes, the Government will provide a baseline inventory. The process for verifying completion of the technical refresh will be a joint process between the contractor and the COR, to be detailed in the QASP and the contractor's QCP.

68 ITSS Performance Requirements Summary (PRS) Page 1, Section Surveillance Methods Surveillance methods listed include 100% inspection, random inspection, and customer feedback. Will the COR provide monthly/quarterly inspection schedule forecasts, and are contractors permitted to participate in trend analysis or challenge surveillance findings?

The surveillance schedule is managed by the COR. Contractors are not typically provided a forecast but will be notified of inspections. Contractors are permitted to challenge findings through the appropriate contractual channels.

69 ITSS Performance Requirements Summary (PRS) Page 1, Section Corrective Actions.

How will the Government determine when a non-conformance or underperformance triggers a formal Corrective Action Request (CAR) as opposed to routine defect correction? Will contractors have an opportunity to provide root cause analysis before a CAR is formally recorded?

The threshold for triggering a formal Corrective Action Request (CAR) will be defined in the QASP. The contractor will have an opportunity to provide a root cause analysis as part of the

CAR process.

70 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 3, Section 1.1 Purpose, 1.2 Intent

Please confirm whether the Government will be willing to review and approve contractor-proposed enhancements to surveillance or self-reporting practices beyond those required by the QASP, especially where industry best practices may provide additional benefit in quality control.

Yes, the Government is willing to consider contractor-proposed enhancements to surveillance or self-reporting practices. Such proposals can be made as part of the QCP or during QASP reviews.

71 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 4, Section 2.1 Scope of Work The QASP lists a very broad range of key functional and technical areas. Can the Government specify which areas are likely to receive the highest surveillance frequency and which are typically monitored by periodic inspection or random sampling?

The surveillance frequency for different functional areas will be based on risk and mission criticality. This will be reflected in the Government's QASP and surveillance schedule.

72 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 6, Section 4.1 Contractor’s QCP Can the Government clarify the expected level of detail for the contractor’s Quality Control Plan (QCP), and whether there are preferred templates, formats, or minimum content requirements for the QCP submission?

The contractor's Quality Control Plan (QCP) should be a comprehensive document detailing how the contractor will meet all quality requirements of the PWS. While there is no mandated template, it should align with the PWS and QASP and describe the contractor's internal processes for identifying and preventing defects.

73 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 7–8, Section 5.1 Surveillance Procedures;

Attachment 004

Will the Government publish an annual or quarterly surveillance schedule for planning purposes, and is the contractor permitted to propose alternative surveillance sampling techniques or intervals for new or evolving task areas?

The surveillance schedule is a Government document and will be distributed at the discretion of the COR. Contractors may propose alternative surveillance techniques, which the

Government will consider for inclusion in QASP updates.

74 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 7, Section 5.1 Methods of Surveillance Are definitions or examples available for when to use 100% inspection, random sampling, periodic inspection, or reliance on customer feedback/complaint as guiding surveillance methods?

The final QASP will provide definitions and guidance for when each method of surveillance will be used.

75 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 7–8, Section 5.1.1 Surveillance Procedure; Customer

Complaints

Is there an official template or minimum data set required when the contractor responds to a validated customer complaint? What is the required response time once a complaint has been validated by the COR?

The contractor's response to a validated customer complaint should be documented as part of their QCP. The required response time will be specified in the QASP.

76 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 11–13, Section 6.0 Corrective Action Request (CAR).

For Level I and II CARs, is there a recommended corrective action format, and what guidance is available on required root cause analysis depth, acceptance criteria, and documentation expected for closure?

Guidance and any recommended formats for responding to CARs will be detailed in the QASP.

The response should always include a root cause analysis and a plan for corrective action to prevent recurrence.

77 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 12, Section 6.2–6.4 Levels of CAR Can the Government provide historical data or examples indicating the typical frequency and circumstances for each CAR level (I–IV) in similar IT services contracts, to inform contractor risk assessment and escalation procedures?

Historical data on CAR frequency is not available for release.

78 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 13, Section 6.10 CAP Reviews Is there any formal process for requesting extensions on Corrective Action Plans (CAP) review or implementation due dates, particularly for complex or multi-stage corrective actions?

The process for requesting an extension on a Corrective Action Plan will be managed by the Contracting Officer and COR on a case-by-case basis.

79 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 16, Section 16. QASP Changes.

Will the Government regularly solicit contractor feedback or lessons learned when updating the QASP, and what is the process for contractors to formally propose revisions to surveillance standards or quality metrics during contract execution?

Yes. Per PWS Section 1.9, the QASP is a 'living document' to be reviewed and revised in coordination between the contractor and the government. Contractors can propose revisions through the designated contract administration process.

80 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 16, Section 11. Service Contract Reporting; Section

14. COR QA Files

Please confirm that the contractor is only required to report labor and cost data through the System for Award Management (SAM) and that official quality documentation and surveillance files will be maintained and managed solely by the COR within JAM/SPM. To what extent is the contractor expected to provide supporting documentation for Government audits or performance assessments?

The contractor is required to report labor hours in SAM.gov as stated in PWS Section 8. Official quality and surveillance files are maintained by the COR. The contractor is expected to provide any and all supporting documentation required by the COR to validate performance and for audits.

81 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 9–10, PRS Surveillance; Attachment 001.

Please clarify how closely “Acceptable Quality Limits” (AQL) will be enforced, especially in cases of higher risk or mission-critical functions. Is there any flexibility or industry benchmarking applied to the AQL if the technical baseline evolves during the contract?

AQLs will be enforced as specified in the PRS and QASP. Any evolution of the technical baseline that might affect AQLs would be addressed through a review and potential modification of the

QASP.

82 Document: ITSS Quality Assurance Surveillance Plan (QASP) Page 18, Table 3: GFP Surveillance For contractor accountability of Government Furnished Property (GFP), does the Government plan to provide regular system access, training, or ongoing support regarding the PIEE GFP Module for property reporting, plant clearance, and loss/theft notification workflows?

The Government will provide necessary guidance and information for the contractor to fulfill their responsibilities for GFP accountability, including use of the PIEE GFP Module.

83 ITSS COR Surveillance Checklist Page 1, Contract Reference and Method of Surveillance Columns

Please confirm whether the listed contract references and methods (e.g., “Customer Feedback/Complaints,” “Periodic Inspection,” “Random Inspection,” “100% Inspection”) are mandatory for all surveillance activities, or if the contractor may propose alternative or supplemental surveillance approaches tailored to specific deliverables or service areas.

The listed contract references and methods are the basis for Government surveillance.

Contractors are encouraged to have a robust internal Quality Control Program, which may include supplemental checks, but the Government's surveillance will be conducted per the approved QASP and associated checklists.

84 ITSS COR Surveillance Checklist Page 1, Requirement Section

Can the Government provide further clarification or criteria for determining PASS/FAIL/N/A for each requirement, particularly when requirements may have subjective components such as “customer satisfaction,” “positive business relations,” or “timely and open communications?”

The criteria for determining PASS/FAIL will be the requirements as stated in the PWS and further defined in the PRS and QASP. For subjective elements, evaluation will be based on documented COR observations and customer feedback.

85 ITSS COR Surveillance Checklist Page 1, Technical Management and Operations Center Requirements

For questions regarding “Did the contractor provide positive business relations…” and “Did the contractor provide Service Desk operations…” will the Government publish the scoring or evaluation rubric in advance, or provide examples of what constitutes satisfactory versus unsatisfactory performance?

The Government does not publish a detailed scoring rubric in advance. Performance is evaluated against the standards set in the PWS. A pattern of documented negative customer feedback would constitute unsatisfactory performance.

86 ITSS COR Surveillance Checklist Page 1, Quality Control Items

With respect to “consistent delivery of high-quality deliverables and services provided on schedule…,” are there minimum documentation requirements for contractor self-inspection, and will the Government accept contractor-provided dashboards or aggregate data as evidence?

The contractor should detail their self-inspection documentation in their QCP. The Government may accept contractor-provided data as evidence, but reserves the right to perform its own independent inspection and validation.

87 ITSS COR Surveillance Checklist Page 1, Desktop Support and Technical Refresh.

To validate the 20% annual technical refresh of desktop equipment, will the Government provide a baseline asset inventory, and what evidence or documentation must the contractor submit to show compliance?

Yes, the Government will provide a baseline asset inventory. The contractor must provide evidence of completion, such as updated inventory records and disposal documentation, for verification by the COR.

88 ITSS COR Surveillance Checklist Page 1, Staffing and Support

For surveillance of “adequate staffing to complete requirement” and “all staffing positions filled within 60 days,” does the Government require real-time staffing reports, or is biweekly or monthly reporting sufficient? What is the process for resolving discrepancies between contractor and COR staffing records?

Staffing levels must be reported in the bi-weekly Manpower Status Report (CDRL A004).

Discrepancies will be resolved through communication between the contractor's Program

Manager and the COR.

89 ITSS COR Surveillance Checklist Page 1, Surveillance Reporting and Comments Section Is there an expectation that contractors will respond to or correct PASS/FAIL items in real-time, or can resolution be addressed in periodic Quality Control Plan updates or formal Corrective Action Requests (CARs)?

The expectation for responding to PASS/FAIL items will be defined in the QASP. Critical failures may require immediate response, while others may be addressed through the formal CAR process.

90 ITSS COR Surveillance Checklist Page 1, Customization or Contractor-Generated Checklists Will the Government accept contractor-generated surveillance checklists for internal management purposes, provided all required data for Government checklists is fully and timely supplied?

Yes, the Government encourages contractors to maintain their own internal checklists for quality management, provided all Government-required data is supplied in the specified format and timeframe.

91 ITSS COR Surveillance Checklist Page 1, General Are there plans to update the Surveillance Checklist template, and if updates are anticipated, how will contractors be notified and provided adequate transition time for compliance?

The Surveillance Checklist, like the QASP, may be updated as requirements evolve. Contractors will be notified of any changes via a contract modification.

92 ITSS COR Surveillance Schedule. Page 1, Surveillance Schedule Headings (Paragraph, Date, Functional Area)

Please confirm whether the Government will provide the surveillance schedule to contractors in advance for the entire contract year (annual), or if the schedule will be generated and distributed on a monthly or ad hoc basis.

The surveillance schedule is a Government planning document and will be distributed at the discretion of the COR.

93 ITSS COR Surveillance Schedule. Page 1, Assignment of Surveillance Activities Will the Government disclose in advance which COR or ACOR is responsible for specific scheduled surveillance activities, and will contractors be notified of planned inspection dates to facilitate coordination and timely responses?

The assignment of surveillance activities to specific Government personnel will not be disclosed in advance. Contractors will be notified of planned inspections to facilitate coordination.

94 ITSS COR Surveillance Schedule. Page 1, Changes to Scheduled Surveillance

In the event of changes to the surveillance schedule (e.g., additional inspections, rescheduling, or omitted periods), what is the process for notifying the contractor, and is there an opportunity for contractor to input if a schedule change impacts on critical operations or program staff availability?

The COR will notify the contractor of any changes to the surveillance schedule. The Government will work to minimize impact on contractor operations but retains the right to conduct inspections as needed to ensure contract compliance.

95 ITSS COR Surveillance Schedule. Page 1, Integration with Contractor Quality Assurance Activities

Is the contractor encouraged or permitted to propose supplemental or alternative surveillance dates (for risk-based or process improvement purposes), and will such suggestions be considered for incorporation into the official Government surveillance schedule?

Contractors are encouraged to conduct their own robust quality assurance activities.

Suggestions for improvements to the Government's surveillance plan can be submitted for consideration during QASP reviews.

96 ITSS COR Surveillance Schedule. Page 1, Scope and Breadth

Do the “Functional Areas” listed (e.g., 1.8, 4.0, 5.0, 6.0) represent the complete breadth of contract requirements scheduled for surveillance, or should the contractor anticipate, that additional functional areas may be added at the Government’s discretion during the period of performance?

The functional areas listed represent the areas scheduled for surveillance. The Government reserves the right to surveil any and all aspects of the PWS at its discretion.

97 ITSS COR Surveillance Schedule. Page 1, Documentation and Distribution Will completed Surveillance Schedules be made available for contractor review and retention, and are there any restrictions on contractor participation during surveillance events scheduled in the plan?

Completed surveillance documentation is part of the official contract file maintained by the COR and is generally not distributed to the contractor. Contractor participation during surveillance events may be required and will be coordinated by the COR.

98 ITSS COR Surveillance Schedule. Page 1, Methodology for Surveillance Frequency Is there a defined methodology or risk-based formula that dictates how frequently each functional area is surveilled, or is this left to Government discretion? Will contractors be provided with rationale for higher-frequency surveillance in certain areas?

The methodology for determining surveillance frequency is based on the Government's assessment of risk and performance. Rationale for higher frequency in certain areas will be communicated to the contractor by the COR.

99 ITSS COR Surveillance Schedule. Page 1, Connection to COR Status Reports Does the Government expect a direct linkage between the Surveillance Schedule and COR Status Reports, such that all items on the schedule will have a corresponding status, finding, and resolution commentary in the COR’s monthly report?

Yes, there is a direct linkage. The surveillance schedule dictates the planned oversight activities, and the findings from those activities are documented in the COR's surveillance records and status reports.

ITSS

Performance

Work Statement, Contract Staff

Page 16, Current Metric states “Radford/Ft. Bragg – primary locations with potential staff at alternate sites

CONUS / OCONUS: 209”. However, under section 9. Level of Effort, page 77, total suggested FTEs says 163.

Can the customer please confirm the number of FTEs to be allocated for this effort? And/or the number of FTEs for each location?

PWS Section 1.4.1 incorrectly states the current support baseline is 209 personnel. The correct number is 163 FTEs, which is the estimated Level of Effort for this new requirement as detailed in PWS Section 9. The Government is not providing a breakdown of FTEs by location at this time.

101 QASP, Performance, Requirements Summary PWS - 4.1, 6.0 *All staffing positions filled within 60 calendar days of requisition request.

Will the customer confirm the number of FTEs the contractor will be rated on for PRS #1?

The contractor will be rated on their ability to fill all 163 estimated FTE positions within the 60-day timeframe as specified in PWS Section 4.1.

102 Have there been any challenges or risks to the project that should be accounted for?

The purpose of this RFI is for the Government to gather information to identify and mitigate potential…