W81K00-20-R-0007-0001_Amendment.pdf

W81K0020R0007

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

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

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

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

This amendment is issued to:

A. Provide Vendor questions and Government answ er.

B. Questions should submitted to vickie.v.drumming.civ@mail.mil and terri.a.reed.civ@mail.mil.

C. No further questions w ill be entertained after 30 April, 10:00am CST.

D. Added paragraph regarding subcontractors (See Addendum 52.212-1, Section 2A).

E. Provide Attachment 6- Sample Compensation Plan and corrected Factor 2 Management Plan paragraph 2B See Attachment 1 is changed to Attachment 6

1. CONTRACT ID CODE PAGE OF PAGES

1 51

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

16C. DATE SIGNED

BY 23-Apr-2020

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X W81K0020R0007

X 9B. DATED (SEE ITEM 11)

15-Apr-2020

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

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

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

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

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

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

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

CONTRACT ORDER NO. IN ITEM 10A.

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

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

D. OTHER (Specify type of modification and authority)

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

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

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

24-Apr-2020

CODE

W40M USA HLTH CONTRACTING ACT

REGIONAL HEALTH CONTRACT OFF CENTRAL

2539 GARDEN AVENUE

FT SAM HOUSTON TX 78234-0000

W81K00 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 30 - BLOCK 14 CONTINUATION PAGE

The following have been added by full text:

QUESTIONS AND ANSWERS

Questions and Answers

REGARDING SOLICITATION W81K00-20-R-0007

CONSULT AND APPOINTMENT MANAGEMENT SERVICES

1. Question: What is the current contract number?

Answer: W81K00-16-C-0024

2. Question: What is the award amount?

Answer: $12, 913,775.77

3. Question: What is the name of the current contractor?

Answer: Defense Health Professional, LLC

4. Question: Would incumbent employees have 1st right of refusal under this opportunity?

Answer: See FAR Clause 52.222-17, which is included within the solicitation.

5. Question: Anniversary dates to calculate vacation time?

Answer: Of all contract employees (full-time and part-time), there are 39 contract employees that have provided less than five (5) years of service; 11 contract employees that have provided between 5 - 9 years of service, and 4 contract employees that have provided over 10 years of service. This includes the whole span of continuous service with the present contractor or successor, wherever employed, and with the predecessor contractors in the performance of similar work at the same Federal facility. (Reg. 29 CFR 4.173)

6. Question: Is the Alternate Project Administrator position billable to the CLIN for the PA or is it the contractor’s expense?

Answer: Alternate Project Administrator (APA) is billable to the Project Administrator CLIN. The APA is to act as an alternate in the event of the Project Administrator’s absence.

7. Question: When does the current contract expire?

Answer: 30 September 2020

8. Question: Will the government provide a historic level of effort (number of personnel) to support this requirement?

Answer: Since April 2016, there has been an average of 54 full-time equivalents (consisting of a mix of full time and part time employees

9. Question: Will the government accept past performance from a subcontractor or partner?

Answer: Yes. However, the Government requests that the name of any subcontractor be included in the administrative section of the proposal so that the subcontractor's past performance questionnaire will be evaluated with the appropriate offeror (i.e., prime).

10. Question: Do the Government systems allow the Contractor to generate a report of how many CLRs it has posted, or will the Contractor be responsible for using its own system to track the quantity of CLRs posted?

Answer: CLR generation by report will be pulled from the Government furnished system by Government employees and provided to the contractor. This does not preclude the contractor from maintaining their own tracking method.

11. Question: Which ACD routing methodology does the Government currently utilize for inbound calls?

Answer: A call comes into the ACD, and then is routed by phone tree input (press 1 for XXXXXX) to the area selected.

12. Question: The RFP is silent with regards to a Phase-In/Transition-In period.

Answer: Full performance is expected within 60 days from date of award. A Phase-In CLIN is not contemplated.

13. Question: If the offeror chooses to have a subcontractor, how would the Government like to receive the Compensation Plan as this document will contain data proprietary to the prime and subcontractor?

Answer: The Government requires compensation plans as part of the proposal. A separate Compensation Plan is not required for a subcontractor. Subcontractor data may be rolled up into the prime contractor’s compensation data.

14. Question: Will the Government require subcontractors to submit a proposal separate from that of the prime?

Answer: Subcontractors are not required to submit a separate proposal; subcontractor information should be incorporated into the prime contractor’s proposal. (See modification to section 2A to the addendum to FAR 52.212-1)

15. Question: Can the Government provide the average time it takes to process each or total past performance CLR postings?

Answer: The Government has estimated CLR postings at six (6) minutes each.

16. Question: Is the incumbent an 8A?

Answer: Yes.

17. Question: Are the PA and ALT PA resumes include in the 20 page technical?

Answer: Yes.

18. Question: Does Factor 1 Technical Approach have 20 pages and Factor 2 Management Approach have 20 pages for a total of 40 pages?

Answer: Volume II, Technical Approach and Management Plan shall not exceed 20 pages.

19. Question: What is the transition time for this opportunity?

Answer: See Questions/Answer # 12.

20. Question: Below is the paragraph from document posted - it states staff and work to be performed in San Antonio. Looking for confirmation here please? **Contractor employees are authorized to telework only if approval is granted by the Contracting Officer's Representative (COR) or Contracting Officer. **If approved by the COR or the Contracting Officer, Contractor employees' may be authorized to work a schedule that differs from the Anticipated Duty Hours. **The Contractor shall staff employees to meet the mission during the hours the call center is open. The CAMO is located in the Lincoln Center which is located at 7800 IH-10West, Suite 700, San Antonio, Texas 78230-4768.

Answer: All work will be done at the CAMO located in the Lincoln Center at 7800 IH-10West, Suite 700, San Antonio, Texas 78230-4768

21. Question: The total quantity of contract personnel is limited based upon physical space available (57 workstations are available for contractor personnel) on the floor of the call center. Are we to assume that this is enough space to handle the volume or do we need to consider having additional space at our call center as well?

Answer: Yes, this is enough space to handle the volume

22. Question: Was there a sources sought notices released?

Answer: A sources sought notice was not released.

23. Question: Will the Government Issue a Sample Compensation Plan?

Answer. Reference Attachment 6 Sample Compensation Plan has been added.

24. Questions: Is the work currently being conducted under an existing contract(s)? If so, who is/are the incumbents(s)? What is/are the incumbent contract number(s)?

Answer: See Questions/Answers to answer to #1 and #3

25. Question: Reference Factor 2 Management Plan. 2B.Compensation (TACs and PA). Compensation plans shall be submitted with proposal for each labor category reflected in the solicitation. See Attachment 1, Sample Compensation Plan. Attachment 1- is the Call Error Rate. There is no Sample Compensation Plan attached. Will the Government Issue a Sample Compensation Plan?

Answer: See Question/Answer to #23

26. Question: Does this instruction mean 15 pages for the Technical Approach and 15 pages for the Management Plan for a total of 30 pages, or 15 pages total for both the Technical Approach and Management Plan?

Answer: See Questions/Answer #18

27. Question: How many locations will the appointment clerks be supporting all together?

Answer: The TACs support all military treatment facilities within the San Antonio Military Health System area of responsibility, including San Antonio Military Medical Center (SAMMC), Wilford Hall Ambulatory Surgical Center (WHASC), subordinate satellite clinics located at Randolph AFB, and other clinics throughout the city of San Antonio.

28. Question: Are all appointment clerks in the same location and if not, how many are located at each facilities?

Answer: See Question/Answer #20.

29. Question: Can you confirm anticipated start date?

Answer: See Question/Answer #12 and Reference solicitation period of performance start date 1 October 2020

30. Question: Is the PA and Assistant PA position both full time position at 1920 hours?

Answer: Total hours are as stated in the solicitation a total of 3000 hours. Vendor is to determine number of hours per position (i.e. 1920/1,080 or split 1500/1500).

31. Question: Do both key personnel positions are require 100% onsite?

Answer: Both the primary and the alternate are not necessarily required to be onsite 100% of the time; either the primary or the alternate must be present during the hours of operation, and in some cases both may be present at the same time. Reference paragraph 1.3.11 of the solicitation.

32. Question: Do you have the SCA labor occupational code mapping for the TAC position?

Answer: Reference the solicitation PWS, Wage Determination and Clause 52.222-42.

33. Question: Can you confirm page limits for past performance?

Answer: Reference the solicitation Factor 3 Past Performance

34. Question: For the price volume, is the completed SF1449 the only thing required for compliance?

Answer: Reference the solicitation Factor 4 Pricing

35. Question: Are key personnel resumes (PA and Assistant PA) count towards page limits?

Answer: Yes

36. Question: Do you anticipate that this contract will be re-competed and if so, has an acquisition strategy and timeline been selected?

Answer: A solicitation has been published to FedBizOpps for the follow-on requirement to W81K0016C0024. The solicitation number is W81K0020R0007. The requirement is solicited as a competitive 8(a) set-aside; proposals will be accepted from participants in the SBA's 8(a) program. Proposals are due by May 15, 2020. For full details and to view the solicitation documents, please visit FedBizOpps at https://beta.sam.gov.

37. Question: Does the Project Administrator have specific requirements? Or is it the same as the Appt Clerks Answer: Reference the solicitation PWS

38. Question: Is this a new requirement? If this is an existing requirement are all the positions currently filled?

Answer: See Question/Answer #1, 100%

39. Question: Can you confirm that they will not work holidays?

Answer: Reference the solicitation PWS

40. Question: Does the Service Contract Act(SCA) apply to the program?

Answer: Reference the solicitation and see Question/Answer #32

41. Question: If the SCA applies, then does the EO 13706(Paid Sick Leave) apply?

Answer: Reference the solicitation PWS

42. Question: If 13706 applies then should the productive (billable) hours 96,000 listed in pricing CLINs for 50 FTE Medical Telephone Appointment Clerks be calculated on 1864 and not 1920 productive hours? EO 13706 requires up to 56 hours of annual paid Sick Leave (1 hour for every 30 hours worked) in addition to the SCA required Paid Time Off (80 hours) and the Contract required Paid Federal Holidays (80 hours). Hence 216 hours of non-productive time per FTE.

Answer: 1920 as stated in the solicitation

43. Question: CLIN 0001AB stipulates 3,000 billable hours for 2 FTEs (Project Administrator and Alternate Project Administrator). Can the Government please explain their calculation that 2 FTEs equal 3,000 hours annual? Forty hours per week to ensure contractual program oversight per FTE is not 3,000 hrs. PWS Section 1.3.11 specifically states the PA / APA shall be available across the entire spectrum of operations, from opening until closing, Monday

– Friday, except Federal Holidays or when the Government facility or designated place of work is closed. The operating hours as listed in Section 1.3.2 is 630AM – 430PM.

Answer: 3,000 hours is correct. See Question/Answer #30.

44. Question: Since FAR 52.222-17 is included in the solicitation, can the Government please provide a list of SCA hire dates for all Incumbent Staff so that bidders may accurately price the PTO accruals for the current staff? We are not asking for a list of names, just their hire dates which drives their PTO accrual rate.

Answer: See Question/Answer #5

45. Question: Since FAR 52.222-42 is included in the solicitation and the Government states in that section that General Clerk III (Occupation Code 01113) is “the classes of service employee expected to be employed under the contract …”, is that the Labor Category bidders should use for the 50 Medical Telephone Appointment Clerks?

Answer: As stated in the solicitation THIS STATEMENT IS FOR INFORMATION ONLY: IT IS NOT A WAGE

DETERMINATION

46. Question: Section 6.1.17 stipulates contractor turnover rate NTE 30% during a performance period. Can the Government please provide the contractor turnover rate for the last 2 contract periods?

Answer: Reference the solicitation requirement. Maintaining a turnover rate NTE 30% is not a requirement of the current contract. Current data not available from the government.

47. Question: What is the current contractor fill rate? Are all 50 FTEs currently filled?

Answer: Monitoring the fill rate is not a requirement of the current contract. Current data on fill rates not available from the government. Current staffing is 47 FT, 5 PT, and 0 PRN employees.

48. Question: Volume II Technical and Management Plan says not to exceed 15 pages. Is that 15 pages for Technical and 15 pages for Management Plan, such that Volume II shall not exceed 30 total pages?

Answer: See Questions/Answer # 18.

49. Question/Clarification: FAR 52.216-1 included in the solicitation states this is a Firm Fixed Price Contract.

However, in the Solicitation under CLINs 1001, 2001, 3001 and 4001 it specifically states that Vendor shall bill monthly and only for actual hours worked. That is a definition for Labor Hour Contract and not a FFP contract.

Please clarify.

Answer: A firm fixed price contract is correct. A labor-hours contract is used only when it is not possible at the time of contracting to estimate accurately the extent or duration of the work. In this instance, the maximum number of allowable hours is known, as is the duration of the work. Even though the contractor will only bill for actual hours worked, a maximum number of hours has been established for this effort.

50. Question: Will a subcontractor be evaluated the same as the Prime on past performance submittals/questionnaires? Are commercial past performances evaluated the same as federal past performances?

Answer: Reference the solicitation. Solicitation does not state anything regarding rating difference or specification based on submissions of prime or sub?

51. Question: I noticed the NAICS would you consider a sole source for this effort under an ANC since the size standard would be under their new threshold and it would still be in the 8A program or does it have to still be competed under the 8A program?

Answer: A sole source award is not allow for this requirement due to the estimated dollar value of the base and option periods. Reference FAR 19.8 for parameters for sole source and competitive 8(a) solicitations.

52. Question: Can you tell us how many full time, part time, and PRN Appointment Clerks are currently being utilized?

Answer: See Question/Answer #47

53. Question: Are all employees currently being required to report to work during the COVID-19 pandemic?

Answer: Yes

54. Question: Are Incumbents meeting all performance Outcomes listed in paragraphs 6.1.1. – 6.1.18?

Answer: Yes

55. Question: How many minutes does it take to push a consult as per Part 6 6.1.9. – 6.1.10?

Answer: A minute.

56. Question: What day(s) of the week have the highest call volume? Are there “peak hours” in which more calls are made/received?

Answer: Mondays, Tuesdays and the first duty day following a holiday typically have the highest call volumes

57. Question: Do you need us to provide a subcontractor letter for the use of their past performance?

Answer: No. See Question/Answer #9

58. Question: Will the government consider an extension to this solicitation?

Answer: No.

59. Question: Is the number of consults worked supposed to be 45,000 and not 4,500?

Answer: 4500 per month is correct.

60. Question: In an instance when fewer than 50,000 inbound calls are received by the CAMO in a month, will the Government judge the contractor as failing to meet the PO in PWS 6.1.1 Answer: Yes. Extenuating circumstances may be considered. A determination will be made by the COR on a case-by-case basis and reported in the monthly surveillance system.

61. Question: IAW DoD Class Deviation 2020-O0013, please add DFARS 231.205-79.

Answer: This is a determination to be made by the Contracting Officer for existing contract. The deviation allows reimbursement to contractors for employee(s) who are on leave due to COVID-19 through 30 SEP 20. At this time, the deviation will not be applicable after 30 SEP 20.

62. Question: Is this a performance-based acquisition or a staffing contract?

Answer: This is a performance-based acquisition.

63. Question: Similarly, the SAM synopsis states that services will be for a fixed number of FTE TACs, but PWS

1.1 indicates that this is a performance-based (not FTE-based/staffing) program. Instructions to offerors state that the offeror has to come up with its own staffing plan. Please confirm that there is no fixed number of FTE TACs and that offerors may propose their own solution for meeting the PWS.

Answer: Reference solicitation. A firm fixed price contract performance based contract is anticipated as detailed in the solicitation. While there is no fixed number of FTE’s, the maximum number of allowable hours is presented, along with the recommended number of personnel needed based on workload. Contractors must provide a primary PA and an alternate PA to cover the operating hours of the facility. The contractor will only bill for actual hours worked; a maximum number of hours has been established for this effort.

64. Question: Similarly, if this will be a performance-based contract based on meeting the objectives, will references to fill rates or turnover be removed?

Answer: No

65. Question: The solicitation requires the PA and APA each to be FTEs but only allows 3000 labor hours on the SLIN. Please adjust the PA/APA SLINs to 3,840 hours or else allow offerors to propose different quantities that they believe will meet the PWS.

Answer: No. 3,000 hours is correct. Vendor is to determine number of hours per position.(i.e. 1920/1,080 or split 1500/1500). Both the primary and the alternate are not necessarily required to be there at the same times, provided at least one is present during the hours of operation. Reference paragraph 1.3.11 of the solicitation

66. Question: In an instance when fewer than 35,000 appointments are required to be scheduled by the CAMO in a month, will the Government judge the contractor as failing to meet the PO in PWS 6.1.6?

Answer: Yes. Extenuating circumstances may be considered. A determination will be made by the COR on a case-by-case basis and reported in the monthly surveillance system.

67. Question: If the workload is such that there are fewer than 25,000 outbound calls needed to be made in a month, will the Government judge the contractor as failing to meet the PO in PWS 6.1.7?

Answer: Yes. Extenuating circumstances may be considered. A determination will be made by the COR on a case-by-case basis and reported in the monthly surveillance system.

68. Question: We understand Mondays and Tuesdays are highest call volume days; what times of the day are the highest call volumes and how many calls are handled during those peak times?

Answer: The CAMO averages around 1,200 phone calls from 0630-0900 on the days and times in question.

69. Question: Will the incumbent provide a current list of contract employees prior to contract end?

Answer: Upon determination of the apparently successful offeror, the Contracting Officer will provide a list of incumbent contract employees to that offeror.

70. Question: PWS paragraph 1.3.3.3 states the contractor will not work during declared training or down days or severe weather. Para 1.3.4 states employees are mission essential and must report to work during inclement weather and or other contingencies less than a crisis. Which is correct? If the employees do not work during training days, what is the estimated number of days per year this occurs?

Answer: Paragraph 1.3.3.3 does not state the contractor is not required to work on training days. If there is an unplanned closure due to any of those conditions listed in this paragraph and CAMO is required to close, contractor personnel will not be required to report to work and the contractor shall not bill for those hours.

Paragraph 1.3.4 is correct. CAMO employees are mission essential and shall report to work during inclement weather and other contingencies (less than a crisis), unless the facility is closed due to conditions described in paragraph 1.3.3.3.

71. Question: If the employees do not work during training days, what is the estimated number of days per year this occurs?

Answer: Estimated training days for recurring training is 1 day per month (government responsibility). Estimated training days for new employees (contractor responsibility) is 4-6 weeks

72. Question: Should CLIN #001 reflect totals of CLIN #001AA and #001AB as the description says or CLIN #001AA, #001AB and #001AC?

Answer: Total CLIN #001AA, #001AB and #001AC. Reference Solicitation: 52.212-1- Instruction to Offerors

73. Question: CLIN #001AA uses 96,000 hours as the unit of measure. With EO 13706, 29 CFR Part 13 being applicable the most productive hours an employee could have is 1864 which equates to 93,200 hours for 50 FTEs.

Can the prospective offeror change the unit based on its anticipation of actual hours paid (2080) minus anticipated vacation, holiday and sick hours required by the applicable WD?

Answer: The prospective offeror cannot change the unit. 1920 hours as stated in the solicitation

74. Question: Should CLIN #001 reflect totals of CLIN #001AA and #001AB as the description says or CLIN #001AA, #001AB and #001AC?

Answer: Total CLIN #001AA, #001AB and #001AC. Reference Solicitation: 52.212-1- Instruction to Offerors

75. Question: Will two or more contracts operating simultaneously be counted towards meeting the required past performance qualifications of 50 FTEs?

Answer: Yes.

76. We request an expansion of the page limitation invoked in conjunction with Volume II, Technical Approach and Management Plan. We understand and agree with the concept of setting a page limitation to foster concise narrative responses. However, my concern with this requirement is that the technical nature of the required PWS Compliance narrative, and the standard size of effective Staffing, and Quality Control Plans, grouped with the other required response elements, will not fit in the 15 pages per Factor limit.

For these reasons, 3 Squared is respectfully requesting your consideration of expanding the current 15-page limitation to a minimum of 25-pages per Factor, to allow for a concise and adequately detailed response.

Answer: See Question/Answer #18

77. Question: Factor 1. Technical Approach, 1A PWS Compliance, requires offerors to address in detail how they plan to comply with the requirements of the PWS.

This is a very broad instruction without concise evaluation parameters. Please provide better clarity of what the Government expects in this response. Does the Government expect Offerors to identify each PWS paragraph with a response? Should the focus of this response area be on PWS Section 5 Specific Tasks?

Answer: Reference the solicitation. The solicitations is requesting, your technical approach and management plan to meet the requirements via PWS is as concise as it can be.

Answer: Reference the solicitation. The solicitations is requesting, your technical approach and management plan to meet the requirements via PWS is as concise as it can be.

78. Question: Factor 1. Technical Approach, 1B Monthly Staffing Schedule, includes the instruction to “propose how many hours they project for each labor category for the base period and each option period. These projected hours will be used to fill in Schedule B with number of hours.”

The Government has already populated Schedule B with labor Categories and hours. Please clarify this instruction.

Answer: Reference the solicitation 52.212-1 Instructions to Offerors--Commercial Items. Factor 4. Price. Schedule Pricing Requirement.

SECTION SF 1449 - CONTINUATION SHEET

The following have been modified:

ADDENDUM TO 52.212-1

(l). Tradeoff Process will be used IAW FAR 15.101-1. A unit price shall be submitted for each line item, as well as the extended price (i.e., unit price multiplied by quantity). The Government will award a contract resulting from the solicitation to the responsible offeror whose proposal conforms to the solicitation and is the most advantageous to the Government, price and other factors considered. Factors (subfactors) being utilized to evaluate proposals are:

Factor 1. Technical Approach

1A. Performance Work Statement (PWS) Compliance

1B. Monthly Staffing Schedule Factor 2. Management Plan

2A. Staffing, Recruitment and Retention 2B. Compensation Plans 2C. Key Personnel

2D. Quality Control

Plan Factor 3. Past Performance Factor 4. Price Volume I. Administrative. Within the Administrative section, offerors shall ensure that the original solicitation's SF 1449, Blocks 12, 17A (with offeror's name, address, and telephone number), and 30A – C, are completed in their entirety. Offerors shall also acknowledge each amendment by completing each SF 30, Blocks 8 and 15A - C, if any are issued. The proposal shall also have a title page identifying the offeror; offeror's CAGE code and DUNS number; the full address, phone, and facsimile numbers of the offeror; points of contact (POCs) authorized to negotiate with the Government on the offeror's behalf; the solicitation number; a statement confirming the offeror is willing to hold its prices firm for at least 60 days from the date specified for receipt of offers; and the proposal contents (which may be included on a second page, if necessary). The proposal shall be submitted so that it may be printed on standard 8.5” x 11” paper, using no smaller than 10pt. font, front-side only.

Offeror shall be registered in the System for Award Management (SAM) with the appropriate NAICS Code and shall not have any Active Exclusions listed within SAM. If the offeror is currently registered in SAM with completed representations and certifications, an affirmation on the title page (or second page) that these representations and certificates are current, complete, and accurate as of the date proposals are due shall suffice.

Otherwise, the offeror shall include one (1) copy of the following provisions located within this solicitation shall be completed and included with the proposal: FAR Provision 52.212-3, Offeror Representations and Certifications (NOV 2017) Alternate I (OCT 2014); FAR Provision 52.209-7, Information Regarding Responsibility Matters (OCT 2018); plus any other provisions herein.

Offerors shall submit signed and dated proposals to arrive no later than the date and time specified in Block 8, SF 1449 (Wednesday, 15 May 2020, 10:00 am CST). Offerors shall submit copies of their proposal via email to Ms. Vickie Drumming (vickie.v.drumming.civ@mail.mil) AND Ms. Terri Reed (terri.a.reed.civ@mail.mil). Note. Offer must be in English. Electronic (e-mail) offers are acceptable. Offer submitted through Federal Business Opportunities (FBO) or facsimile (FAX) are unacceptable. Offeror is encouraged to confirm receipt of their proposal with Ms. Vickie Drumming, Contract Specialist or Ms. Terri Reed, Contracting Officer. If submitted via e-mail, the proposal must be in .pdf or Word.doc format., 1 original copy and 1 santized copy(meaning no reference to your company name or personnel names. Hard copies of the proposal are not required

Volume II. Technical Approach and Management Plan. The technical proposal shall be addressed in sufficient written detail for the Government to determine if the offeror understands this aspect of the Government’s requirement. Statements that the offeror understands, can or will comply with all specifications, or statements paraphrasing the specifications of parts thereof, or phrases such as “standard procedures will be used” or “well-known techniques will be used” will be considered unacceptable. Insufficient explanations may result in your offer receiving an UNSATISFACTORY rating. The technical and management proposal (to include addressing sub-factors) shall not exceed 20 pages.

Factor 1. Technical Approach.

1A. Performance Work Statement (PWS) Compliance. Offeror shall address in detail how they plan to comply with the requirements of the PWS.

1B. Monthly Staffing Schedule. Given known data (hours of operation, space availability, call volumes etc.)

the offferor shall provide a one (1) month sample CAMO staffing schedule. Offerors shall also propose how many hours they project for each labor category for the base period and each option period. These projected hours will be used to fill in Schedule B with number of hours.

Factor 2. Management Plan.

2A. Staffing, Recruitment and Retention Plan. Describe your staffing, recruitment and retention plan, to include the methods you will use maintain adequate CAMO staffing and recruit qualified and competent personnel to ensure the Telephone Appointment Clerk and Project Administrator services commence on the date set forth in the solicitation and throughout the life of the contract. Describe your processes for initial verification of education and experience requirements.

Identify whether you intend to utilize one or more subcontractor for staffing. For each subcontractor, describe the subcontractor’s staffing, recruitment and retention plan. If more than one subcontractor will be utilized for staffing, describe how you will ensure each subcontractor provides equal compensation, including benefits, for its employees to avoid a disparity in employee compensation between subcontractors.

2B. Compensation Plans (TACs and PA). Compensation plans shall be submitted with the proposal for each labor category reflected in this solicitation. See Attachment 6, Sample Compensation Plan.

2C. Key Personnel. Qualifications and resumes for the proposed Project Administrator and Assistant Project Administrator shall be submitted to determine if the proposed individual(s) will be sufficient to complete the required tasks and deliverables of the performance work statement.

2D. Quality Control Plan. Offeror shall provide a detailed quality control plan the Specific Tasks and Performance Outcomes of the performance work statement. NOTE: The successful offeror's Quality Control Plan will be incorporated into the contract.

Volume III. Past Performance and Price.

Factor 3. Past Performance.

3A. Provide a copy of the attached Past Performance Questionnaire (PPQ) (Appendix C) to at least two references with instructions to return the PPQ to the Regional Contracting Office- Central, ATTN: Ms. Vickie Drumming via email (vickie.v.drumming.civ@mail.mil) AND Ms. Terri Reed (terri.a.reed.civ@mail.mil) by the specified due date for receipt of offers. It is the offeror’s responsibility to ensure the reference submits the PPQ directly to the Contracting Office for consideration. Past performance references shall be identified in this section, along with an explanation as to how the contract/project being utilized as a reference applies and/or is similar to the requirements of this solicitation.

3B. The Government may also consider any additional information from its own files, databases such as the Past Performance Information Retrieval System (PPIRS), or from any other source it deems appropriate. The Government may survey references to verify the information provided.

Factor 4. Pricing.

Schedule Pricing for Requirements. Submit proposed pricing for all sub-contract line item numbers identified in the Request for Proposal, unless otherwise noted. Include the price per unit of measure, and total extended price for each subcontract line item.

(m) Protests received at a level higher than the contracting officer will be referred to the contracting officer.

Protestor may request a review by the contracting officer or an independent review at a level higher than the contracting officer. Requests for appeals or independent review will be addressed to the contracting officer for referral to the review authority. Questions on this process will be referred to the cognizant contracting officer identified in the solicitation.

(n) The non-FAR Part 12 discretionary FAR, DFARS, AFARS, and MEDCOM provisions included herein are incorporated into this solicitation either by reference or in full text. If incorporated by reference, see provision 52.252-1 herein for locations where full text can be found.

(End of Provision)

PERFORMANCE WORK STATEMENT

PERFORMANCE WORK STATEMENT

MEDICAL TELEPHONE APPOINTMENT CLERKS (TAC) AND PROJECT ADMINISTRATOR (PA) FOR

CONSULT AND APPOINTMENT MANAGEMENT OFFICE (CAMO)

SAN ANTONIO MILITARY HEALTH SYSTEM (SAMHS)

PART 1

GENERAL

1. GENERAL

1.1. As a non-personal services, performance-based contract, as defined in Federal Acquisition Regulation (FAR) 37.101, it is expressly agreed and understood that the services rendered by a contract service provider are rendered in their capacity as an independent contractor or employee of any independent company that may be a party to this contract. The Government may evaluate the quality of professional and administrative services provided, but retains no control over the professional aspects of the services rendered, including but not limited to the contract service provider’s professional medical judgment, diagnosis, or specific medical treatments. The Contractor shall be solely liable for and expressly agree to indemnify the Government with respect to any liability producing acts or omissions by its employees or agents. This contract does not create an employer-employee relationship between the Government and any corporation, partnership, business association or other party or legal entity with which the individual contract service provider may be associated. Contract personnel rendering the services are not subject, either by the contract terms or by the manner of its administration, to the supervision and control usually prevailing in relationship between the Government and its employees.

1.2. DESCRIPTION OF WORK

1.2.1. The Contractor shall provide non-personal services for Telephone Appointment Clerks (TACs), a Project Administrator (PA) and an Alternate Project Administrator (APA), referred to as Contractor Personnel, for the Consult and Appointment Management Office (CAMO) in support of the San Antonio Military Health System (SAMHS). The Contractor Personnel shall work within the government provided facility and use government provided equipment for the operation and to perform services and support compatible with the medical facility’s operating capacity and equipment. The TACs support all military treatment facilities (MTFs) in the San Antonio area, including Brooke Army Medical Center (BAMC), Wilford Hall Ambulatory Surgical Center (WHASC), Randolph Air Force Base clinic, and all subordinate satellite clinics located at and throughout the city of San Antonio.

1.3. ADMINISTRATIVE

1.3.1. CONTRACTOR REPRESENTATIVE. The Contractor shall identify the name and telephone number of the Contractor’s point of contact to the Contracting Officer (KO) in writing prior to beginning performance. The contractor shall identify in the designation letter any limitations on its representative's authority to act on behalf of the contractor. The Contractor shall provide an updated designation letter whenever any changes occur. The contractor representative may be required to meet with the government during the performance of this contract at the request of the KO.

1.3.2. HOURS AND LOCATION OF PERFORMANCE. The hours shall range from 6:30 A.M. to 4:30 P.M. (the CAMO itself is open from 6:15 AM to 4:45 PM) Monday through Friday, exclusive of federal holidays. The Contractor shall staff employees to meet the mission during the hours the call center is open. The CAMO is located in the Lincoln Center which is located at 7800 IH-10West, Suite 700, San Antonio, Texas 78230-4768. During emergency situations and/or contingency operations, it may be possible that telephone services described in this contract will be provided at an alternate location(s). Contractor personnel performing under this contract shall abide by the provisions of all applicable regulations and policies and use applicable programs for capturing workload for all Contractor Personnel. The Contractor shall provide documentation or records of units worked through Wide Area Work Flow (WAWF).

**Contractor employees are authorized to telework only if approval is granted by the Contracting Officer’s Representative (COR) or Contracting Officer.

**If approved by the COR or the Contracting Officer, Contractor employees’ may be authorized to work a schedule that differs from the Anticipated Duty Hours.

1.3.3. STAFFING. The Contractor shall provide personnel to cover required hours of operation to ensure continuity of performance and to meet all requirements in the PWS. The total quantity of contract personnel is limited based upon physical space available (57 workstations are available for contractor personnel) on the floor of the call center. Full-time and part-time employees are authorized. The scheduled work hours for part-time equivalent (PTE) TACs shall be such that two PTE TACs will share one workstation. The contractor shall notify the government in advance of any potential gaps (including employee absences) in staffing. Pro re nata (PRN) employees are authorized but must be available to work during periods staffing shortages and must be included on the monthly schedule as far in advance as possible. The Project Administrator (PA) and Alternate Project Administrator (APA) are responsible for ensuring all PRN employees meet all training requirements and have access to all systems prior to the start of their shifts to ensure minimal downtime and expense to the Government. The Project Administrator/Alternate Project Administrator shall work closely with the COR and/or the CAMO Director to maximize contract staffing in the workstations available.

1.3.3.1. Contractor employees working under this contract shall be paid only for hours actually worked. All Contract Personnel shall have a one-hour or 30-minute unpaid lunch period. Payment to the Contractor will not be made for temporary work stoppage due to circumstances beyond the control of the Government, such as acts of God, inclement weather, power outages, or temporary closing of facilities.

1.3.3.2. INTERVIEWS. There will be no interviews conducted by government personnel.

1.3.3.3. FACILITY CLOSURES. During anticipated closures of the facility due to Command- declared training holidays or during unplanned closures of the facility due to natural disasters, military emergencies, severe weather, or otherwise, the Contractor shall not invoice the Government for services not performed and the Government shall not be liable to the contractors for any such closures.

1.3.3.4. FEDERAL HOLIDAYS. The Contractor will not be paid on federal holidays unless Contractor is scheduled to work on a holiday; the Contractor will be paid for hours worked at the hourly rate established in the contract.

1.3.3.5. HOLIDAYS. The following is a list of legal federal holidays as referred to elsewhere in the contract/task order. Contractor may be required to work on legal holidays as determined by the CAMO Director or the COR.

New Year’s Day, January 1st

Martin Luther King’s Birthday, 3rd Monday in January President’s Day, 3rd Monday in February Memorial Day, Last Monday in May Independence Day, July 4th Labor Day, 1st Monday in September Columbus Day, 2nd Monday in October Veteran’s Day, November 11th Thanksgiving Day, 4th Thursday in November Christmas Day, December 25th

NOTE: Any of the above holidays falling on a Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed on the following Monday. Any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed above. If the area in which a contract employee is scheduled to work is closed due to the holiday and the employee is not required to report in, payment will not be made for those hours. Closures of the installation due to inclement weather or other such acts of God shall be handled in the same manner.

1.3.3.6. OVERTIME IS NOT AUTHORIZED. Compensated time is at the discretion of the Contractor but will not be charged to the Government.

1.3.4. CRISIS/MISSION ESSENTIAL. Services under this contract have been determined not to be essential for performance during a crisis or national emergency, therefore performance of services during crisis declared by the JBSA-San Antonio Commander are not necessary. However, all contract Telephone Appointment Clerks, the Project Administrator and Alternate Project Administrator are considered “Mission Essential” and must report to work during periods of inclement weather and/or other contingency (less than a crisis) unless directed otherwise by a competent government authority.

1.3.5. COMPLIANCE. Contractor personnel shall comply with all applicable DoD, Defense Health Agency (DHA), Army and Air Force Regulations.

1.3.6. MTF ORIENTATION. The Contractor Personnel shall attend orientation at the Brooke Army Medical Center or Wilford Hall Ambulatory Surgical Center as required. The orientation will familiarize the Contractor Personnel with the policies and procedures of the medical facilities and will be scheduled in concert with the CAMO Training Manager, Contract Project Administrator/Alternate Project Administrator and by the COR within two months of employment. Orientation attendance will be required of the Contractor Personnel during Government paid duty hours.

1.3.7. TRAINING. Contractor personnel shall attend all training activities per the CAMO Director or CAMO Training Manager. Training may include but is not limited to topics designed to increase skills, enhance work flow or communication, updates on SOPs, adjusting to changing mission requirements, addressing facility or installation issues or increasing the overall effectiveness and efficiency of operations. Contractor Personnel shall provide contract employees who are qualified to teach Phase I (didactic/classroom), Phase II (over-the-shoulder/on the floor), and Phase III (specialty consult) training to all contract personnel.

1.3.7.1. Training includes: Phase I (onboarding, in processing, didactic, classroom), Phase II (over-the-shoulder/on the floor), Phase III (specialty consult), monthly in service, Digital Training Management System (DTMS) (or its successor as appropriate/applicable), and other refresher training. The government will share existing training programs/curriculum.

1.3.8. CONFIDENTIALITY. Contractor personnel shall abide by Federal and local MTF regulations concerning the confidentiality of patient records, as described by Federal statutes including the Privacy Act of 1974 and the Health Insurance Portability & Accountability Act of 1996. All medical records and reports will remain the property of the government. All financial, statistical, personnel, and/or technical data which is furnished, produced or otherwise available to the Contractor during the performance of this contract are considered confidential business information and shall not be used for purposes other than performance of work under this contract. The Contractor shall not release any of the above information. Contractor shall require all contracor personnel to complete the

Certification of Nondiclosure. (See Attachment 4)

1.3.9. QUALIFICATIONS. Contractor shall ensure that prospective TACs are thoroughly screened, trained and technically competent to meet the following minimum qualifications:

1.3.9.1. The TACs shall be able to read, write, hear and speak English well enough so as to ensure effective communication with customers over the phone.

1.3.9.2. Be a U.S. Citizen or Naturalized U.S. Citizen.

1.3.9.3. Mandatory knowledge of medical terminology, as evidenced by a 40-hour educational certificate, or equivalent.

1.3.9.4. A qualified typist (computer keyboard) with a minimum of thirty five (35) words per minute is required.

1.3.9.5. An understanding of general medical ethics, telephone etiquette, and excellent communication skills needed to actively convey information through the exchange of thoughts, messages, or information, by speech and/or writing, with excellent customer service skills, a professional demeanor, all culminating in an appropriate interaction with clients promoting a world-class image of the Military Health System (MHS).

1.3.9.6. EDUCATION. The TACs shall possess a basic understanding of and recognize common medical emergencies. The TACs shall possess a basic knowledge of clinic standard operating procedures and various appointment types to analyze and appoint medical referrals and be able to obtain assistance as necessary. Possess knowledge of computerized databases to include office software (i.e. Microsoft Word, Excel, telephones, copiers and fax machines). Possess proper telephone etiquette to include, but not limited to a clear and concise phone voice and mannerisms.

1.3.9.7. EXPERIENCE. At least six (6) months of experience in medical office scheduling or six (6) months experience in call center environments.

1.3.9.8. WORK ENVIRONMENT/PHYSICAL REQUIREMENTS. The work is mainly sedentary and requires long periods of sitting, but may require some walking, bending, standing, and/or carrying of light items such as files, manuals, and medical records.

1.3.10. ELECTRONIC HEALTH SYSTEMS. Contractor personnel shall utilize with the following unique military health care systems/procedures as part of their daily duties (and their successors, if applicable /appropriate):

1.3.10.1. Armed Forces Health Longitudinal Technology Application (AHLTA)

1.3.10.2. Composite Health Care Systems (CHCS)

1.3.10.3. Defense Enrollment Eligibility Reporting System (DEERS)

1.3.10.4. Health Artifact and Imaging Management Solution (HAIMS)

1.3.10.5. MHS GENESIS

1.3.10.6. Access will be granted by local Military Treatment Facility (MTF) to AHLTA, CHCS, DEERS, MHS GENESIS or other MHS market connectivity and the Contractor shall comply with MHS communications and Government IT security standards and policies. The MTF will provide system accounts for personnel after required training and security procedures have been completed by the Contractor Personnel. If a new system is implemented as a successor, or in addition to the above systems, the TACs will be trained on its use by the government.

1.3.11. PROJECT ADMINISTRATOR. The Contractor shall designate, in writing, a Project Administrator (PA) and…