W81K00-20-R-0007-0002_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. No further questions w ill be entertained.

C. Changed CLINs regarding CLR Posting Support Quantity from 12 to 24,00 D. Changed Factor 2 Management Plan, Factor 2C from Project Administrator to Alternate Project Administrator.

E. Added Attachment 7- CAMO DATES FULL TIME (FT) AND PART TIME (PT)

1. CONTRACT ID CODE PAGE OF PAGES

1 61

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

16C. DATE SIGNED

BY 04-May-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:

Q&A AMENDMENT 0002

Questions and Answers

REGARDING SOLICITATION W81K00-20-R-0007

CONSULT AND APPOINTMENT MANAGEMENT SERVICES

1. Question: Adhoc Question: Will the government consider an extension to this current solicitation response from the May 15 due date to possibly 22 May or later?

Answer: See Question/Answer #58 in solicitation amendment W81K00-20-R-0007-0001 posted to beta.SAM.gov

2. Question: Volume 3 Factor 3, Past Performance: Will the government consider an IDIQ as past performance to indicate magnitude and scope, this is not referenced in the solicitation.

Answer: Yes

3. Question: PWS 1.3.14.1 – Can the government provide the BAMC health screening requirements Answer: Reference Solicitation as stated paragraph 1.3.14.1 Contractor shall ensure Contractor Personnel meet BAMC required hospital health screening and maintain current records for employees. The Contractor shall provide renewal certificates detailing health compliance for each employee within five (5) calendar days of the Government request. Contract employees are required to have a successful tuberculin screening prior to the start of their performance, and an annual influenza vaccine.

4. Question: PWS 1.4.7.1.3 – Can the government provide the approximate time it takes to be cleared by security, ( I didn’t see the type of clearance) Answer: Each TAC and the PA & APA will require a local background check (LBC) completed by the San Antonio Police Department and a federal background check (FBC). It takes approximately 14 days to for the LBC to be returned and approximately 30 days for the FBC to be returned. The government will assist the contractor with getting the required paperwork and the submission to each agency.

5. Question: PWS 1.4.7.1.5 – Does this contract require an OPSEC?

Answer: Yes. The government will complete the OPSEC.

6. Question: In addition can the government clarify if this is a labor hour or performance based contract?

Answer: See Question/Answer #58 in solicitation amendment W81K00-20-R-0007 posted to beta.SAM.gov.

7. Question: The CLIN references all positions are labor hour, yet in section 6.1.15.3- (in the last sentence) it states that the contractor will be paid per report posted. Can the gov’t clarify if/how the contractor would be paid for the consult research and tracked but not posted?

Answer: The contractor will be paid for each report posted in the Electronic Health Record (EHR). The contractor will not be paid for reports that are not posted in the EHR - Reference paragraph 6.1.15.3

8. Question: 6.1.15.1 and 6.1.15.3 - Can the government define what “Posted” refers to in these sections?

Answer: Posted is when the CLR is uploaded into the EHR. Reference paragraph 6.1.15.1

9. Question: With it being a sample compensation, can we use our own compensation plan or do we have to use the sample one provided?

Answer: As long the compensation plan contains at a minimum the same information as in the sample, you can use your own plan.

10. Question: I see for the above notice it requires an 8A certification. Our company is WOSB certified, but not 8A.

Would we still be able to bid?

Answer: This requirement is 100% set aside as an 8(a) program participants. ONLY offers from the SBA’s 8(a) program certified Small Businesses will be considered.

11. Question: Will the Government please verify that CAMO Clerks and Project Administrator is the combination of Telephone Appointment Clerks and Project Administrator costs (0001AA and 0001AB) and that for this cost, we do not need to include Units and Unit Price, but only amount?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #72, #74* specifically #78 Factor 4 Price Schedule Pricing Requirement

12. Question: Will the Government provide training on these systems as part of the training discussed in RFP Section 1.3.7?

Answer: Yes, if required. However, all new employee training is the responsibility of the contractor. Incumbent employees are already trained on all systems.

13. Question: Presidential Executive Order on Improving Federal Contractor Operations by Revoking Executive Order 13495 was signed October 31, 2019. As this Executive Order has been revoked, please confirm this is no longer a requirement.

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #4

14. Question: With the reduction in page count for the technical response, may we please provide the resumes in an appendix to the Technical Volume and exempt them from the page count restrictions?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #18: “Factor 1, Technical Approach, and Factor 2, Management Plan, to include addressing sub-factors shall not exceed 20 pages.”

15. Question: Section 1A, PWS Compliance, requires the offeror to respond to 7 pages of requirements. In reducing the pages allowed for the technical proposal, it is impossible to address all requirements within the page count specified. Would the Government please reinstate the original page limitation of 15 pages for the Technical Approach and 15 pages for the Management Plan?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #18 It states: “Factor 1, Technical Approach, and Factor 2, Management Plan, to include addressing sub-factors shall not exceed 20 pages.”

16. Question: Is it the Government’s intent that the offeror provide a Trainer in addition to the PA/APA and TAC staff? Or is it expected that either the PA or APA performs as the Trainer?

Answer: No, a trainer in addition to the PA/APA or TACs is not required. Historically, there have been 2 trainers.

There will not be a separate CLIN for the trainer(s).

17. Question: Will the Government provide a training classroom for the Phase I training?

Answer: The government will provide space for training, it will not be a classroom.

18. Question: The sample Compensation Plan provided for use in the proposal contains pricing information.

Would the Government please allow the offeror to provide the sample Compensation Plans as part of our Price Proposal?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #13

19. Question: If the sample Compensation Plan for EACH Labor Category is to be provided in the Technical Volume, would the Government please make these pages exempt from the page limitation?

Answer: Reference the Solicitation: Compensation Plan is not counted towards the maximum page limit for the Technical Volume.

20. Question: How long does each phase of the training last?

Answer: Response: Total training time lasts from 4-6 weeks. The time in each phase depends on the aptitude and number of the trainees and the trainer’s ability to teach the material.

21. Question: Are there periods during the day that call volumes peak that we need to be aware of for scheduling purposes?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #56 & #68

22. Question: Also are there certain times of the month, times of the year with higher call volumes than others?

Answer: Typically January and July see higher call volumes although not significantly higher.

23. Question: Do the measurements in Part 6 exclude systems down time and equipment and facility issues that may impact the contractor’s ability to perform?

Answer: Yes, however these situations will be considered on a case-by-case basis to be determined by the COR and will be reported in the monthly surveillance system.

24. Question: So we can be sure we are paying equivalent rates to the existing staff, would the Government please confirm what the current Wage Determination (WD) categories are?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #45

25. Question: Would the Government please confirm the offeror is to use the General Clerk III WD category and not the Customer Service Representative III category?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #45

26. Question: Do the current technology or systems allow live call monitoring? If so, what system is in use?

Answer: Yes, Avaya is the current system and it allows live call monitoring.

27. Question: Attachment 2 does not have red annotations. Do the areas referenced in bold print represent the annotated items that are automatic failures?

Answer: Yes, the items in bold print represent the audit items that are automatic call failures.

28. Question: Attachment 2 How is the scoring applied where the criteria is more than one behavior?

Answer: The scoring is equally distributed for each behavior in that element. For example, an audit item has 5 total points and 2 behaviors. Each behavior will be worth 2.5 points.

29. Question: Is the offeror to address PWS Part 6, Performance Outcomes, in our response to Factor 1 or as part of the Quality Control Plan in Factor 2?

Answer: Reference the solicitation as requested

30. Question: Would the Government please clarify what it means by “name processing” in the highlighted text?

Answer Name processing means booking with the patient’s assigned primary care manager or his/her designated alternate. The system will display the primary care manager; the agent must reference the booking protocols to determine the appropriate alternate provider. All providers are listed in the appointing system.

31. Question: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #56 & #68 Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #50

32. Question: Will the Government further clarify qualifications for key personnel/Project Administrator and Alternate Project Administrator?

Answer: At contractor’s discretion. Reference paragraph 2C – Key Personnel.

33. Question: How far back are offerors permitted to submit past performance references (i.e. within 3 years, 5 years, 10 years)?

Answer: Reference solicitation 52.212-2 Factor 3 Past Performance

34. Question: Is the Compensation Plan included in the technical volume 20 page limit?

Answer: Reference the Solicitation: Compensation Plan is not counted towards the maximum page limitation.

35. Question: Will the Government be providing separate office space for the Project Administrator/Alternate (Management)?

Answer: One office space, that accommodates one person, will be provided for PA/APA use. It is up to the contractor to determine how the office space is utilized by the PA/APA in the event both the PA and the APA are on-site at the same time.

36. Question: The Government stated in Amendment 1 that call volume is significantly higher on Mondays, Tuesdays and the first duty day following Federal holiday. What percentage higher is the call volume on these days?

Answer: Average can be about 25%-30% higher than on normal days.

37. Question: What is the typical call volume on a daily basis?

Answer: Average is 3000 calls per day

38. Question: How far back are offerors permitted to submit past performance references (i.e. within 3 years, 5 years, 10 years)?

Answer: Answer: Reference Solicitation 52.212-2- Factor 3 Past Performance

39. Question: Are there any differences in the evaluation of prime and subcontractor past performance or will the Government evaluate past performance equally?

Answer: Reference Solicitation Amendment Question/Answer #50

40. Question: Will the Government consider extending the 2 year past performance relevancy timeframe to 5 years? This will allow a more competitive group of offerors to respond while ensuring past performance is still current with regard to requirements of this solicitation.

Answer: Not at this time.

41. Question: We understand there are currently 0 PRNs on the contract. What was the average number of PRNs used per month in the past?

Answer: One (1)

42. Question: Which employees are allowed to take one-hour of unpaid lunch time and which are allowed to take 30 minutes?

Answer: Personnel policies and processes are the responsibility of the contractors. Contractor must provide adequate staffing to meet PWS requirements throughout the hours of operation.

43. Question: How long is the MTF Orientation and is the time spent on this orientation billable?

Answer: MTF Orientation can take 2-3 days. Yes, it is considered billable time.

44. Question: Other than lunch, are employees allowed to take a break throughout the day? If so, how much time is allowed for the break(s) and are these paid breaks?

Answer: See Question/Answer #42

45. Question: What is the length of all training Phase I, II, III, refresher, etc. and is all job related training billable?

Answer: Phase 1 and Phase 2 of training take approximately 4-6 weeks. New employees must complete Phase 1 and Phase 2 of training before they can begin work on calls. Phase 3 of training does not have to happen in immediate succession of Phase 2. Phase 3 training takes 1-2 weeks. See paragraphs 1.3.7. and 1.3.7.1 regarding training. Yes it's billable provided the agents have completed the Local Background Check and Federal Background Check

46. Question: Are all TAC required to attend Phases I, II and III training?

Answer: Yes

47. Question: Is there a requirement for any bi-lingual TACs or a translation service and if so for what language(s)?

Answer: No

48. Question: If there is a requirement for a translation service, is this cost handled directly by the government?

Answer: There is no requirement for a translation services.

49. Question: Does the government have a Workforce Management System available for use by the Contractor? If so, what type?

50. Question: Are 100% of the incoming calls handled by the ACD? If not, what other channels are used to handle calls or other customer contacts?

Answer: All calls for which the contractor are responsible are routed by the ACD.

51. Question: What type of 40-hour educational certificate is acceptable to show evidence of knowledge of medical terminology?

Answer: At the discretion of the contractor. Contractor will be required to present proof of this training, if requested.

52. Question: Will the government provide the contractor employees training on military health care systems (AHLA, CHCS, DEERS, HAIMS, MHS GENESIS) and if so, is this training conducted during the MTF orientation?

Does the government cover the cost of providing this training?

Answer: Contractor is responsible for all new employee training. Incumbent employees are fully trained on all systems. Government can provide training, if required.

53. Question: Is there currently a PA and APA on the contract?

54. Question: Are there any supervisors or team leaders (other than the PA/APA) that provide oversight to the TACs and if so, what is the supervisor or team lead to TAC ratio?

Answer: See document provided with Labor Categories and tenure for current employees.

55. Questions: How is the information on the quality control form (6.1.13) captured? How are calls being monitored? How often and how many calls are measured in a given period of time per TAC?

Answer: All calls are monitored through the ACD system. See paragraph 6.1.13 of the PWS.

56. Question: What other metrics other than the ones included in the service summary chart referenced (6.1.18) are used to monitor performance?

Answer: None

57. Question: How many reports are used to monitor performance and what is the frequency of these reports. The ones referenced in 1.4.8 does not appear to measure performance.

Answer: In addition to those listed in 1.4.8, reports must be submitted for each performance outcome in Part 6 - Performance Outcomes

58. Question: Will the government cover the cost for the development and printing of all training and MTF orientation material?

Answer: The government has general office supplies available for use by the contractor. Anything that the contractor needs that is not available from the government will be the contractor responsibility.

59. Question: Are the TACs required to stay logged in the ACD 100% of the time?

Answer: Personnel policies and processes are the responsibility of the contractors. Contractor must provide adequate staffing to meet PWS requirements throughout the hours of operation.

60. Question: What are the categories of work being tracked in the ACD?

Answer: See Part 6 - Performance Outcomes

61. Question: Are the PA and APA required to log into the ACD and how is their time being validated if they are not taking calls?

Answer: The PA and APA are not required to take calls however, they will log into the ACD in order for the COR to validate their time.

62. Question: What type of "other" secured messaging portal and "other methods" used for appointment requests?

Answer: Secure messaging is through RelayHealth and other appointment requests may be through email

63. Question: Is a "Business Lane" a category of work? If not, please explain.

64. Question: How many specialty care clinics are calls routed to? Which clinics? What is the length of their interaction? Does a TAC interact with these clinics after a call is routed?

Answer: See paragraphs 6.1.2 and 6.1.8. for time allowed for inbound and outbound call transactions. Calls are only routed to specialty care clinics for those not booked by CAMO. CAMO currently books for approximately 155 specialty care clinics. This number may increase or decrease at any time. TAC is required to perform a warm transfer when routing calls. No further interaction is required after the warm transfer.

65. Question: What is the current performance of all of metrics listed in the service summary chart as outlined for

6.1.18. Please provide an average over the last year for each metric?

Answer: Information relating to contractor’s performance is proprietary information and is not relevant to the solicited requirement.

66. Question; What is the TAC call center utilization rate? And how is it calculated?

Answer: Call center utilization rate is not a requirement of the current contract. Government does not have this information available.

67. Question: What telephone number are used to reach the CAMO?

Answer: There is one telephone number used to reach the ACD system for the CAMO.

68. Question: Answer 16 of the amendment to the solicitation indicates that the incumbent is an 8a certified firm but SAMS does not indicate this certification. Please clarify.

Answer: Current incumbent was 8(a) JV Certified of previous contract award.

69. Question: Is the incumbent eligible for recompete?

Answer: Reference Amendment W81K00-20-R-0007-0001 Question/Answer #22

70. Question: Is there a subcontractor performing on current contract? If so, please provide name(s)?

Answer: Government is not a party to any subcontracting arrangements the current contractor may be utilizing.

Thus, subcontractor information is not available.

71. Question: Is it the Government's intent to provide the actual dates of service for current employees to the awardee?

Answer: See ATTACHMENT 7 CAMO DATES FULL TIME (FT) AND PART TIME (PT)

72. Question: Please confirm the awardee is required by Government to recognize the tenure of SCA incumbents.

Answer: See the solicitation for requirements relating to SCA incumbents. The Government does not assert any additional requirements relating to SCA incumbents beyond what is contained in the solicitation.

73. Question: Will the Government provide the WD Number incorporated into the current contract?

Answer: Reference Solicitation PWS

74. Question: The Government has provided the average service years for the incumbent staff, Will the Government provide the number of contracts awarded previously?

Answer: Reference Amendment 0001

75. Question: The RFP states that in "Factor 2 - 2B. Compensation Plans (TACs and PA). Compensation plans shall be submitted with the proposal for each labor category reflected in this solicitation. "See Attachment 1, Sample Compensation Plan." Attachment 1 included is "Attachment 1- Call Error Rate" Can the Government please provide the Sample Compensation Plan so that we might be compliant?

Answer: Reference Amendment W81K00-20-R-0007-0001 that has the Compensation Plan Attachment 6

76. Question: What counts towards page count and what does not? Does the Cover page, TOC count towards page count?

Answer: Reference Amendment W18K00-20-R-0007-0001, Question/Answer #18: “Factor 1, Technical Approach, and Factor 2, Management Plan, to include addressing sub-factors shall not exceed 20 pages.” The compensation plan does not count towards the maximum number of pages for the Technical Approach.

77. Question: In order to be fair to the non-incumbent bidders, would any Q-coded or similar labor categories (clinical and medical support operations) be considered to meet the scope and magnitude (total FTE personnel on contract) for past performance rating evaluation?

Answer: Reference the solicitation: FAR 52.212-2- Relevancy Rating. Contractors may submit whatever information they determine is or could be relevant to the requirement. The Government will evaluate information contained within proposals in accordance with the evaluation criteria stated in the solicitation.

78. Question: The RFP states “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.”

Answer: The Government is unable to respond to this statement because no question was posed.

79. Question: Typically Phase 1 On boarding and security in-processing is paid by the government due to dependency on Govt processes. To clarify would Phase-I be billable for any personnel on the contract, including substitute personnel?

Answer: Phase 1 may be billable. However, all employees must have cleared the Local Background Check before entering Phase 1.

80. Question: Can “new” employees start work on calls after Phase 1 training?

81. Question: Can “new” employees start work on calls after Phase 2 training?

Answer: Yes. Phase 3 of training does not have to happen in immediate succession to Phase 2

82. Question: Can “new” employees start work on calls after Phase 3 training?

Answer: See Question/Answer #81

83. Question: What is the historic workload of total training hours required, before personnel can perform as billable on the contract?

Answer: Total training time is 4-6 weeks. Gov't does not track granularly down to each training hour.

84. Question: What is the historic workload (hours) for Phase 1 in training? Phase 2? Phase 3?

Answer: See Question/Answer #83

85. Question: What is the historic workload (hours) for Phase 1 in training? Phase 2? Phase 3?

Answer: See Question/Answer #83

86. Question: Can the Government please clarify if FAR Clause 52.222-17 is applicable given Executive Order 13897 rescinding this Oct 2019?

Answer: See Amendment 0001 Question/Answer #4

87. Question: Can the Government provide any additional information regarding the hours for the PA and APA given the 3,000 hours? Is there a time when they will both be acting/billing to the charge number?

If not, would it not be appropriate to fund 1920 hours in that one or the other will be performing in this role at a time? If so, are the balance of their hours (1920 x 2 = 840) included in the 96,000 hours?

Answer: See Amendment 0001 Question/Answer #30 & #65

88. Question: Will the Government provide guidance as to the weight of the Sub Contractors Past Performance in relation to the Prime?

Answer: See Amendment 0001 Question/Answer #50

89. Question: Does the contractor have access to the ACD to modify and/or update the call tree as needed/if applicable? Which ACD system does the facility use? T-Metrics? Avaya? Other?

Answer: The government is responsible for modifying/updating the call tree. The ACD system used is Avaya.

90. Question: Q 60, 62, 63, 64, 66, 67: Can the Government how contractors will be rated against the Performance Objectives outside of their control? Typically in Performance Based efforts, the workload is provided and it is up to the contractor to determine the proper staffing levels to meet the objectives. If the contractor is limited in any way (inbound lines, call tree limitations, workstation(s), outbound call assignments, etc) how will the Government rate the contractor for items outside of their control? Additionally, based on individual clinic protocol adjustments throughout the performance period, will the Government re-evaluate the impact on the CAMO and change the metrics accordingly?

Answer: The Government will rate contractors against the performance objectives as stated in the performance work statement. Extenuating circumstances affecting contractor performance may be considered by the COR on a case-by-case basis.

91. Question: Can the Government provide the number of inbound lines to the CAMO to ensure enough lines are available to meet talk time, service level and completion expectations?

Answer: There are sufficient phone lines available in order for the contractor to meet the performance objectives.

92. Question: Can the Government please provide additional information regarding the mixture of billables such as:

* It appears that the total FTE count includes the 50 Clerks, 1 Each AP/APA and 2 CLR support staff. If this is the case, where is the Contractor expected to bill for the additional 840 hours available for the AP / APA when they are not acting in a Supervisory role and/or are both on site simultaneously in order to provide coverage for the ten (10) hours per day

* CLN 0001AC – per month, number of transactions. This type of billing is typically considered Full Service in that the contractor determines the proper staffing to meet metrics and bills by transaction. As the range is significant (1K – 2K), this may require an employee billing in two separate methods in a given day (Labor Hours as an appointment clerk and transactions as a CLR Clerk). Is this the Government’s intent and does the Government have a defined process for how this is currently managed in this type of hybrid situation?

Answer: See Amendment 0001 Question/Answer #30 & #65.

Answer: The contractor will bill per each CLR posted. Therefore, TACs will be billed against the TAC CLIN for the total hours worked regardless of whether they are answering calls or posting CLRs. The total number of CLRs posted will be billed in against the CLR CLIN.

93. Question: Estimated training days for new employees (contractor responsibility) is 4-6 weeks? Is this the estimated time to complete all on-boarding and security requirements for new staff? If so, will they be allowed interim access to the CAMO to manually support the team while awaiting final base and/or CAC issuance?

Answer: The government may allow interim access while the Federal Background Check is completed and while awaiting CAC issuance. However, all employees must pass the Local Background Check before consideration of allowing interim access.

94. Question: Can the Government differentiate the formula for Average Service Level versus Average Speed to Answer?

* Currently the Average Service Level states that calls should be answered within 30 seconds to achieve an Acceptable Quality Level (AQL)

* Currently the Average Speed to Answer states that calls should be answered within 90 seconds to achieve an AQL for this Performance Objective however contradicts the AQL for Service Level.

Answer: The Average Speed of Answer is the aggregate of all inbound calls answered within 30 seconds. Service Level is the aggregate of 90% of all inbound calls being answered within 90 seconds. The ACD system (Avaya) captures these metrics. Reference paragraphs 6.1.3 and 6.1.5 of the solicitation.

95. Question: For the Administrative Volume can you clarify if the CLIN pages of the SF1449 are to go into the administrative volume or the pricing volume?

Answer: Reference solicitation 52.212-1 Volume I. Administrative

96. Question: When submitting the requested two proposal packages (Un-Sanitized and Sanitized) Do you want each Volume as a separate digital file?

Answer: Yes. Reference solicitation 52.212-1

97. Question: On the sanitized proposal package can you clarify if the title page should be sanitized as well as the internal areas of the proposal?

Answer: Correct. The sanitized version should not contain any identifying information for the contractor or its personnel/staff/management, including on the title page. Reference solicitation 52.212-1.

98. Question: In the solicitation on page 109 of 128 it states “(b) The offeror shall provide with its offering a written plan describing how it will continue to perform the essential contractor services in PWS, Mission Essential Contractor Services during periods of crisis.” Can you provide clarification on this plan?

Answer: Reference solicitation clause 252.237-7024 NOTICE OF CONTINUATION OF ESSENTIAL CONTRACTOR SERVICES (OCT 2010), which details the required content of the Continuation of Essential Contractor Services Plan.

99. Question: Can we submit Past Performance for positions not in the phone operator / administrative market but are similar to scope, magnitude and complexity?

Answer: Reference the solicitation: FAR 52.212-2- Relevancy Rating. Contractors may submit whatever information they determine is or could be relevant to the requirement. The Government will evaluate information contained within proposals in accordance with the evaluation criteria stated in the solicitation

100. Question: Will the Government provide the dates of the currently scheduled Command declared training holidays? If none are currently scheduled, historically, how many training holidays are declared per calendar year?

Answer: Typically, the CAMO is closed only on Federal Holidays. There are very rare circumstances when the CAMO will be closed due to training holidays, maybe 1-2 times per calendar year.

101. Question: Are incumbent employees hired by the awardee required to take the initial Medical Treatment Facility Orientation and Training or will the Government waive the initial training requirement for incumbent rehires?

Answer: No, incumbent employees will not be required to take the initial Medical Treatment Facility Orientation.

102. Question: Are there personal security clearance requirements for the contract employees and, if so, what are those requirements? Are SF85 or SF86 questionnaires required?

Answer: Yes, there is a requirement to complete the SF86.

103. Question: Does the Government provide janitorial services in the SAMHS Facilities including sanitation of work surfaces, phones, keyboards, and other instruments and equipment? Given the special circumstances of the pandemic, are any additional sanitation services and PPE provided by the Government?

Answer: The CAMO is located in a commercially-leased building therefore general janitorial services are provided by building management. To the best of the Government’s knowledge, Janitorial services do not include sanitizing or cleaning the personal work spaces which includes phones, keyboards, etc. At this time, there are no additional sanitation services or PPE provided by the Government to contractor personnel.

104. Question: Will the Government remove the requirement to answer 50,000 calls since the contractor has no control over the incoming volume?

Answer: No. Performance metrics are based on known call volume. For the purposes of performance surveillance, the COR may consider extenuating circumstances on a case-by-case basis, in the event fewer than 50,000 calls are received.

105. Question: Would the Government provide historical inbound call volume per month for a period of one year?

Answer: No. See #113

106. Question: Since the contractor can’t control/influence the number of calls received, would the Government consider removing this requirement and identifying this as historical number of scheduled appointments per month?

Answer: See Answer # 113

107. Question: Would the Government please provide historical data showing actual outbound calls per month over a year?

Answer: See Answer #113

108. Question: Based on a similar contract where the requirement is “less than 1.0% booking errors,” would the Government consider changing this requirement to 0.6%?

Answer: No

109. Question: What is considered a performance period? Annual? What is the incumbent’s Turnover Rate?

Answer: Reference the solicitation. Performance period is typically 1 Oct – 30 Sep. Turnover rate is not a requirement of the current contact. Current data not available from the Government.

110. Question: Amendment 0001 (1st page) lists what has changed in the solicitation. Please confirm that the list (A-E) reflects the only changes.

Answer: Items A – E reflect the changes in the solicitation that were made on Amendment 0001. It is incumbent upon contractors to check FedBizOpps (https://bata.SAM.gov) to confirm whether other amendments are issued that make changes to the solicitation.

111. Question: Will the Government revise Schedule B to reflect 3,000 hours?

Answer: See solicitation Amendment 0001 Question/Answer #30 & #65

112. Question: The RFP references “Alternate Project Administrator” in Schedule B, and “Assistant” Project Administrator in the ITO, Factor 2C. Which is correct?

Answer: Alternate Project Administrator.

113. Question: Since the RFP does not include historical workload data across at least a year timeframe for inbound calls, appointment transactions scheduled, outbound calls, outbound call transactions, consults worked, and CLR posts by month/day/hours, the contractor does not have adequate information to determine a proper and accurate staffing schedule. We request that at least a years’ worth of historical data for each type of call/transaction/post by month/day/hour be provided. Alternatively, we request that the staffing schedule be removed as a requirement.

Answer: Sufficient information is contained with the Performance Work Statement (PWS) to complete a sample staffing schedule. For example, hours of operation and office space are contained in PWS section 1.3. PWS Part 6 contains inbound call volume, outbound call volume, and appointment volume. The staffing schedule is a SAMPLE based on known data (data provided in the PWS). A sample staffing schedule is required to be submitted.

114. Question: Which of the 4 proposal volumes (Volume I – Admin, Volume II – Technical, Volume III – Past Performance and Price) require a sanitized version/copy?

Answer: All volumes require a sanitized version. See Question/Answer #97.

115. Question: Should each proposal volume be submitted as a separate file?

Answer: Yes. Each volume should be submitted as a separate file, stand alone and be labeled accordingly.

116. Question: Is CLR posting being supported on the current incumbent contract?

117. Question: Are the 50 Agents defined in CLIN 0001AA also providing the CLR Posting Support outlined in CLIN 0001AC and PWS 6.1.1.15.3? Or are these 1000 to 2000 CLRs per month entered by other Agents?

Answer: Yes, the agents defined in CLIN 0001AA provide CLR posting support.

118. Question: Do the performance Outcomes in RFP Part 6 reflect the current performance standards and quality levels under the current incumbent contract?

Answer: Performance standards and quality levels under the expiring contract are not relevant to the solicited requirement or proposal preparation. Information relating to the previous contract can be found on various Internet sites available to the public.

119. Question: If available would the Government please provide historical data on each quality metric for a period of one year?

Answer: No, the Government will not provide one-year’s historical data.

120. Question: What are the minimum qualifications (education and experience) for the Project Administrator and Alternate Project Administrator?

Answer: At contractor’s discretion. Reference paragraph 2C – Key Personnel.

121. Question: Are the PA and APA both professional (non-SCA) positions?

Answer: Correct.

122. Question: Can the government provide anniversary dates of employment by month and year to enable bidders to more accurately calculate vacation leave for the entire period of performance?

Answer: See ATTACHMENT 7 CAMO DATES FULL TIME (FT) AND PART TIME (PT)

123. Question: Please confirm that the technical response is limited to PWS Part 5 Specific Tasks?

Answer: The technical response is not limited to Part 5 of the PWS. Contractors may provide any information they determine relevant to their ability to perform the requirements of the PWS.

124. Amendment 0001, pg. 19. Section 1.7, 1.7.1 Is the incumbent contractor held to the same clause?

Answer: Section 1.7.1 is not a clause. Notwithstanding, the terms and conditions of the expiring contract is not relevant to the solicited requirement.

125. Question: Regarding medical terminology certificate or equivalent: What type of educational certificate?

What is the equivalent? Is minimal work experience using this knowledge required?

Answer: At the discretion of the contractor. Contractor will be required to present proof of this training, if requested.

126. Question: Regarding minimum typing speed of words per minute: Can this requirement be met by a contractor-provide on-site test, or is an online testing module required?

Answer: At the discretion of the contractor. Contractor will be required to present proof of this training, if requested.

127. Question: Regarding contractor personnel requirement to provide contract employees who are qualified to teach Phase I, Phase II, and Phase III training: Can the government include the monthly level of effort required for this requirement?

Answer: Level of effort varies and is determined by the contractor (number of new hires per month).

128. Question: RFP clauses 252.237-7024 Notice of Continuation of Essential Contractor Services Number (b) asks for a written plan to be provided with the offer. Is this a proposal requirement, and if so, what is the page limit and in which volume should it be submitted? If it’s not a proposal requirement, can the clause be modified to state the number of days to submit after award?

Answer: Contractors are required, per DFARS 252.237-7024, Notice of Continuation of Essential Contractor Services, to submit its Continuation of Essential Contractor Services Plan with their proposal. The plan can be submitted as a stand-alone document. While there is no page limit for this plan, offerors are encouraged to be as succinct as possible in preparing the plan.

129. Question: Can you provide interval level data for call distribution month over month?

Answer: See Answer #105

130. Question: Potential COVID-19 mitigation measures will likely have a long-term impact on workstation spacing and workstation sharing, at a minimum. In light of this, would the government consider proposals that provide the full scope of services remotely?

Answer: No.

131. Question: Using the Wage Determination provided in the Solicitation, would the government consider providing the applicable Occupation Code and Title for the Telephone Appointment Clerks to ensure conformity of price proposals?

Answer: Reference Amendment 0001 Question/Answer #32

132. Question: Is the contractor required to compensate all new hires during the 4-6 weeks of training (referenced as part of the response to Question #71, Amendment 0001) or are these hours billable to the government?

Answer: Yes, employees are required to be compensated for time spent in training, which can be billed to the Government provided the employee(s) has with the understanding that they must clear their passed the Local Background Check and Federal Background Check.

133. Question: Is the contractor required to pay for the training courses required for new hires? If so, would the government provide an estimated costs for such training?

Answer: No

134. Question: According to Page 105, Section 52.216-1 of the Solicitation, the government anticipates awarding a FFP contract for this effort. However, in Question 49 and 63 of Amendment 0001, the government references only invoicing for actual hours worked. The response appears to suggest that the contract will be a Time & Materials contract. Please clarify whether the contract will be FFP (where the actual contract value will be invoiced evenly across the contract period) or whether the contractor will bill only for actual hours worked each month, as in the case of a Time & Materials contract (where the invoice amount will fluctuate each month)?

Answer: See Amendment 0001 Question/Answer #49

135. Question: According to question 42 of Amendment 0001, the government intends to maintain a base period of 1920 hours per FTE. Are replacement personnel required under this contract to cover for full-time personnel who are on vacation or sick leave? If so, when would the contractor be required to provide replacement personnel?

Answer: Reference solicitation PWS -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 and 2.1.12.

SCHEDULED ABSENCE/ 2.1.15. UNSCHEDULED ABSENCE

136. Question: Does the Quality Control Plan (QCP) that is required to be submitted in the proposal count towards the page limit?

Answer: Yes. Reference solicitation 52.212-1, Factor 2D. Quality Control Plan

137. Question: What is the quality monitor requirement per agent per month?

Answer: Reference solicitation paragraph 6.1.13

138. Question: The two Performance Outcomes seem to contradict each other. One says that 90% of inbound ACD calls will be answered within 1.5 minutes and the other says all inbound calls will be answered in less than 30 seconds. What is the difference between the two Outcomes or are they the same and one needs to be deleted?

PWS States: 6.1.3 INBOUND CALL SERVICE LEVEL ASSESSMENT: TACs shall answer ninety percent (90%) of all inbound ACD routed calls with an aggregate of all agents’ average answer time per month at ninety (90) seconds [1.5 minutes]. And 6.1.5. INBOUND CALL SPEED OF ANSWER: TACs shall answer all inbound calls with an aggregate of all agents average speed of answer less than or equal to thirty (30) seconds.

Answer: The Average Speed of Answer is the aggregate of all inbound calls answered within 30 seconds. Service Level is the aggregate of 90% of all inbound calls being answered within 90 seconds. The ACD system (Avaya) captures these metrics. Reference paragraphs 6.1.3 and 6.1.5 of the solicitation.

139. Question: Request for your consideration to increase page limitations to 25 pages for Factor 1. Technical Approach, and 35 to 40 pages for Factor2. Management Plan. If the Agency considers this not to be possible, then we request that the Solicitations Instructions to Offerors and Evaluation Criteria be adjusted accordingly in conjunction with the limitations to proposal responses.

Answer: Factor 1, Technical Approach, and Factor 2, Management Plan, to include addressing sub-factors shall not exceed 20 pages. 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 in pdf or Word.doc format.

140. Question: Can the Government confirm that past performance references are required for submittal?

Answer: The Government requires past performance as part of the proposal. Failure to submit will render your proposal unacceptable.

141. Question: If the Government is requiring past performance references, what information, besides relevancy, is required, and will the offeror need to submit sanitized and un-sanitized past performance references?

Answer: See Question/Answer #100. 1One sanitized copy of all volumes of the proposal is requested.

142. Question: Does the offeror need to provide sanitized and un-sanitized past performance questionnaires?

Answer: PPQ should be completed with the information requested via the solicitation attachment. Considering PPQ’s are submitted directly to the contracting office, a sanitized version is not required.

143. Question: Is Factor 1 Technical Approach limited to 15 pages AND Factor 2 Management Plan limited to 15 pages so that the total for both is 30 pages?

Answer: Reference Amendment 0001 Question/Answer #18

144. Question: Para 1.3.7 - Is training performed during regularly scheduled hours and are training hours paid by the Government?

Answer: Yes training is performed during regularly scheduled hours. Training hours will be paid by the Government provided employee(s) have passed the Local Background Check and Federal Background Check.

145. Question: Para 1.3.9.3 - What educational certificates are acceptable to the Government for the medical terminology requirement? Was this a requirement for the current incumbents?

Answer: At the discretion of the contractor. Contractor will be required to present proof of this training, if requested. Yes it is a current requirement.

146. Question: Para 1.3.9.3 – Is the Project Administrator and the Deputy Project Administrator also required to have the medical terminology 40-hour educational certificate?

Answer: PA/APA qualification is at the contractor’s discretion.

147. Question: 1.3.10.5. MHS GENESIS: Is JBSA currently using the MHS Genesis platform or is this a future requirement?

Answer: This is a future requirement.

148. Question: Para 6.1.18 Service Summary with Inspections Methods #15 Clear and Legible Reports and ClINs 0001AC-4001AC - Would the Government explain what the Clear and Legible Reports are and what is required by the contractor so that we can provide adequate pricing?

Answer: Reference solicitation paragraphs 6.1.15 -6.1.15.2 for definition of CLRs. Contractor will be given the CLRs that require posting by the Government every week. Research will consist of locating the patient information on the CLR and cross-checking in the EHR to ensure it is the correct patient. They will then locate (research) the correct specialty consult in CHCS and close it after the CLR has been posted. Contractor will be required to track that all CLRs provided by the government have been posted within 3 duty days of receipt and track the number of CLRs posted to ensure they meet at least the minimum requirements in the PWS.

149. Question: ADDENDUM TO 52.212-1, Factor 2B. Compensation Plans (TACs and PA) – Compensation plans shall be submitted with the proposal for each labor category reflected in this solicitation. See Attachment 1, Sample Compensation Plan. In this solicitation Attachment 1 is the Call Error Rate and there is no sample compensation plan. (1) Are compensation plans required?