Attachment 0032 Instructions to Offerors.pdf

INSTRUCTIONS TO OFFERORS

Each Offeror is required to submit all submission volumes, and comply with the instructions contained in Section L of the RFP. Offerors should ensure that all required documents are included in their proposals. The Government does not assume the duty to search for data to cure problems it finds in a submission. The burden of providing thorough and complete information remains with the Offeror. Offerors shall submit its proposal files (uncompressed files, which must be virus free, if deemed unreadable see FAR 15.207), electronically to the Contracting Office at:

usarmy.ria.acc.mbx.aesmp@mail.mil.

Maximum email attachment size is 20MB, which includes the email and all attachments.

A complete proposal submittal may require numerous emails. If files are too large to email, or if an Offeror prefers to send their proposal via the DoD SAFE site (https://safe.apps.mil/), the Offeror may request instructions from the Contracting Office prior to their planned submission.

The recommended titles format is listed below and contents of the files shall be as indicated below, and shall be within the required page limits. Note: all material in excess of the page limits will not be read nor evaluated. Pages exceeding the limitation will be removed from the proposal prior to evaluation.

The Government will conduct evaluations using the best value trade-off approach and in accordance (IAW) with Section M. The evaluation factors will be as follows:

Factor 1 – Technical/Management Volume 1

Factor 2 – Past Performance Risk Volume 2

Factor 3 – Small Business Participation Volume 3

Factor 4 – Price Volume 4

Proposal Organization and Page Count

Volume No. / Title File Name

Maximum

# of

Pages mailto:usarmy.ria.acc.mbx.aesmp@mail.mil

Volume 0

Cover Letter /

Contractual

Documents

V-0 [Offeror]_Cover_Letter_AESMP

Section 1:

2 pages

Section 2 :

No Limit

Vol. 1 (Factor 1)

Technical/Management

V-1

[Offeror]_Factor1_Technical/Management-

Technical_AESMP

Technical Challenge submission

Vol. 2 (Factor 2) Past

Performance

V-2

[Offeror]_Factor2_PastPerformance_AESMP

*PPQ forms do not count as part of this page limit

2 pages*

Vol. 3 (Factor 3) Small

Business

V3-[Offeror]_Factor3_SB_AESMP

* ISRs and Attachment 0005 submissions are not part of this page count

5 pages *

Vol. 4 (Factor 4) Price V-4 [Offeror]_Factor3_Pricing_AESMP No limit

PROPOSAL PREPARATION INSTRUCTION:

All proposal information shall be in Microsoft (MS) office compatible format or in Adobe PDF format. Scanned documents must be legible and shall have the ability to be viewed in Adobe Acrobat. Volume 3 shall utilize the Excel attachment provided, however may include additional compatible file types as necessary to complete the proposal.

All pages of each volume shall be appropriately numbered and identified with a complete company name, date, Proposal Volume Number and solicitation number in the header and/or footer. A working electronic Table of Contents/Index shall be included for each volume.

Files shall use the following page setup parameters:

Margins – Top, Bottom, Left, Right – 1” Gutter – 0”

From Edge – Header, Footer 0.5” Page Size, Width – 8.5” Page Size, Height – 11”

The proposal shall be written in English. Documents shall be single spaced. Arial font shall be used and the font size shall be no less than 12 points. Pages shall be numbered sequentially. For tables, charts, graphs, illustrations and figures, the Arial font shall be no smaller than ten (10) points and shall be labeled, titled, and referenced.

Unless specifically listed as an exception above all information submitted will be considered part of the proposal page count.

All documents shall be unclassified. The Contractor shall apply all appropriate markings regarding Restrictions on Disclosure and Use of Data, or proprietary notations as appropriate. All information pertaining to a particular file shall be confined to that file. For example, no Price information shall be included in any file other than the Price Proposal file. The Government is not required to search, nor will conduct a search through, other files for missing files or missing information.

Proposal content shall address every aspect the Government is evaluating. The Government does not desire excess verbiage, unnecessary and elaborate brochures, or presentations of any kind. The government will not consider or evaluate additional information provided via Uniform Resource Locator (URL), other than the URL specifically requested in the technical submission. Offerors are reminded that unsupported promises to comply with the contractual requirements will not be sufficient.

Proposals must not merely repeat requirements; they must provide evidence that the Offeror can actually fulfill the requirements.

In order to have a complete record of all revisions made during discussions, the Government requires that all proposal revision submissions reflect all revisions made to include prior revisions, (e.g. “track changes” in MS Word, use red font for updated cells in MS Excel, etc.). Further instructions will be provided for proposal revision submission if discussions are opened by the Government.

Specific Instructions by Part:

VOLUME 0: SECTION 1 – COVER LETTER

The Offeror’s cover letter shall provide at least two (2) authorized Vendor Points of contact, along with their telephone numbers and emails addresses. The Offeror’s submission shall be signed and submitted by an individual having authority to enter into a contract/task order based on the Offeror’s submission on the Offeror’s behalf. The cover letter shall include the Offeror’s Data Universal Number System (DUNS) and Commercial and Government Entity Code (CAGE). The Offeror’s submission validity period shall be clearly stated in cover letter. The Offeror’s submission shall be valid for a period of not less than 180 days from the required submission date.

Any Offeror (or member of its team and/or Subcontractor) having a Conflict of Interest, as defined under FAR Part 9.5 and paragraph E. of Section A narrative, must identify the conflict as soon as it is known and provide a recommended mitigation plan. For any potential conflicts of interest known by the Offeror at the time of submission, a mitigation plan shall be submitted as part of the cover letter (no page limit), as necessary.

SECTION 2 - CONTRACTUAL DOCUMENTS

The following documents shall be included in this volume:

-Signed SF33 - Solicitation, Offer and Award.

-Signed Amendments - SF30.

-Representations, Certifications, and Other Statements of Offerors (SAM)

-Small Business Size Standard Certification. (as applicable)

-Joint Venture agreement (as applicable).

FACTOR 1 – Technical/Management – Volume 1

The Offeror shall submit two (2) copies of its Technical/Management proposal. One (1) copy and one (1) sanitized copy with the company name, logo, and company identification information redacted. The Technical/Management proposal shall address:

Subfactor One– Transition Plan

Provide a transition plan that identifies all tasks necessary to stand up the Army Enterprise Service Management Platform (AESMP) environment and the Service desk which includes a staffing approach and timeline on how the contractor will obtain an assumption of responsibility for day to day operation of AESD and AESMP environment.

Proposal shall include an Integrated Master Schedule (IMS) that addresses all transition activities as well as anticipated operation and program management activities for the first two years.

Subfactor 2 – Technical/Management

Offerors shall provide a Technical and Management Approach that covers all contract requirements including options. The proposal shall include sections that address the following:

Overall Solution Approach to Support the Army’s Needs

Program Management Approach SaaS AESMP Functionality

SaaS Technical Environment Description including copy of DoD PA SaaS support capabilities for configuration and maintenance of services SaaS native automation support SaaS native support for integrations and interfaces SaaS Service Desk innovation

Call Management, Workforce Management, and ITSM NIPR technical implementation plan including security approach to attain ATO

ITSM SIPR Technical Implementation Plan including security approach Training Approach Operations Plan and Staffing Approach Quality Control Approach Ongoing Training Approach

Subfactor 3: Technical Challenge Response:

Only offeror’s included in the competitive range will be requested to provide a subfactor 3 proposal. Subfactor 3 shall include: a link that demonstrates the system, and a written proposal focused on resolving the Technical challenges provided.

The demonstration shall use the data package included in Attachment 0027 Use Case Buildup and Attachment 0030 System Technical Data and Usage Profile to demonstrate the offeror’s service management system and shall be representative of the solution proposed for implementation of the Army’s service desk.

The information provided will include: Organization and Locations listing, Attachment 0034 Army Information Technology Services Catalog (AITSC), and Attachment 0035 C4IM Services List. The Government will require access to the configured demonstration instance to evaluate the solution as end users and licensed users (which are support personnel, managers, and administrators).

The expectation is the subfactor 3 submission addresses the Army support situation as follows:

Multiple services and multiple installations with multiple Army organizations being supported at each installation sometimes by multiple service providers, all of which may have separate hierarchies.

End users have a default location associated with their parent organization but also may have a current duty location where they are physically located that is different.

The subfactor 3 proposal shall demonstrate how challenges in operations are mitigated. The challenges are to provide:

(1) Hierarchical and functional routing of tickets to the appropriate resolution group for a given end user, service, current duty location, default location, and organization; and

(2) Analysis and summary to include accounting for full ticket life cycle metrics on the service support efforts by service, organization, location, and resolution group(s).

Explain in the written submission in 50 pages or less:

The offeror shall outline assumptions and limitations used in configuring the demonstration environment.

How tickets generated out of Tier 0 self-service, Tier 1, or from local Information Management Officers at installations will be manually escalated or auto-routed to the correct Tier 2 resolution group if not resolved at Tier 1.

Describe how service support efforts will be summarized and analyzed.

Provide an overview of underlying configuration and service, location, and organizational hierarchy of the proposed approach.

Provide supporting screen shots of configuration tables, sample ticket flows, supporting functionality and dashboards presenting summary information in different groupings with drill down capabilities.

The offeror shall explain the intended conceptual scaling of the proposed technical solution to meet the full operational requirements to the size and complexity of the Army’s service desk.

FACTOR 2 – PAST PERFORMANCE- Volume 2

Offerors shall submit contract information for no more than three (3) contracts using the Past Performance Questionnaire (PPQ) (Attachment 0007). Specifically, Offerors shall complete section 1-4 of the PPQ and e-mail the questionnaire to both the Government contracting activity and technical representative point of contacts (POCs) responsible for the contract referenced.

The POCs shall be instructed to complete the remaining fields of the questionnaire and e-mail the questionnaire directly to the Contracting Office no later than the proposal due date. Send to: usarmy.ria.acc.mbx.aesmp@mail.mil

Offerors shall submit a list within their AESMP proposal to identify the POC that the offeror has provided a Questionnaire. The list shall include the following information:

1) Solicitation Number;

2) Company Name;

3) Contract Number;

4) Government Agency;

5) POC Last Name, First Name;

6) POC Title;

7) POC Telephone Number;

8) POC E-mail Address;

9) Date E-Mail to POC (month/day);

10) Offeror’s rational of how the submission meets the recent and relevant definitions.

RECENT DEFINITION: Recent contracts and/or task orders are defined as IT services performed, or still being performed, within the last Five (5) years.

RELEVANT DEFINITION: Relevant performance means at least one of the submitted references includes obtaining an authority to operate (ATO) using the Risk Management Framework (RMF) for a cloud-based solution. The remaining two references must be of relevant size to the AESMP procurement and utilize more than 80 agents on shift providing I.T. service desk support.

The USG reserves the right to consider any past performance after the solicitation closing date and prior to a contract award decision. The Offeror shall complete the PPQ Form (Attachment 0007) for each referenced contract listed in Volume IV Past Performance. The PPQ customer will send the completed PPQ directly to usarmy.ria.acc.mbx.aesmp@mail.mil. The Government is not required to interview all respondents or points of contact identified by the offeror.

FACTOR 3 –Small Business – Volume 4

VOLUME III - SMALL BUSINESS PARTICIPATION

Small Business Participation Proposal

The Offeror shall demonstrate small business participation by detailing its proposed approach to meet the requirements under this factor by addressing the following two areas in its Small Business Participation proposal:

1. Proposed Small Business Participation Plan in performance of the potential contract (applies to Other than Small Businesses and Small Businesses).

The Offeror shall submit the following documentation or its proposal may be removed from further consideration and may not be eligible for award.

The Offeror shall complete the Small Business Participation Plan at Attachment 0005 Small Business Participation Plan to show maximum practicable opportunities mailto:usarmy.ria.acc.mbx.aesmp@mail.mil to small businesses to compete on this requirement in accordance with FAR 52.219- 8, Utilization of Small Business Concerns.

2. Commitment to Small Business

i. Payment Procedures (applies to Other Than Small Businesses and Small Businesses)

The Offeror shall include a written statement of its established procedures to ensure timely payments to small business subcontractors in accordance with FAR 52.219-8, Utilization of Small Business Concerns (for those contracts under which it was required within the past three years from the closing date of this solicitation). If not required in any recent contracts, the Offeror shall so state.

ii. Compliance with Small Business Subcontracting Plans (applies to Other Than Small Businesses only)

Note for other than small businesses ONLY: Offeror shall comply with terms and conditions of FAR 52.219-9, Small Business Subcontracting Plan (if required on recent contracts). The Other than Small Business Offeror shall provide three Individual Subcontracting Reports (ISRs) for recent contracts (within the past three years from the closing date of this solicitation) that included a subcontracting plan. If not required in any recent contracts the Offeror shall so state. If the Offeror has less than three recent contracts, the Offeror shall provide the most recent ISR submitted.

FACTOR 4 – PRICE – Volume 4

Offerors shall complete the Attachment 0006 AESMP PRICE MATRIX. Offerors shall not alter the calculations, add or delete columns or rows, nor make any other changes to the Pricing Matrix. Offerors may provide a written Pricing addendum to explain any assumptions or explanations to understand the offeror’s price, if deemed to be necessary. Subscription prices shall be submitted as a 1:1 one license to one user/device based submission. However, a narrative may be added to describe bundling package requirements for subscription purchase.

As indicated in the pricing matrix, the offeror shall proposed firm-fixed prices for all service lines for the Base Period and all Option Periods. All cells highlighted in blue shall be completed by the offeror, including the Contractor’s name at the top of the Pricing Matrix. All proposed prices shall be firm-fixed price. Proposed prices shall be stated in the U.S. dollars and limited to two decimal places.