Contractor_Questions_and_Government_Responses_-_RFP_W81XWH-16-R-0002.docx

W81XWH-16-R-0002 – Questions from Contractors and the Government Response

Outreach Call Center & Transitional Support Services for the Defense Centers of Excellence for TBI/PH

1. Pgs. 28, 31, 111, 89, 105-108, Sections 2.2.1.2, and 2.2.1.7: Page 28 of the RFP states that Key Personnel are the Program Manager and Marketing/Communication Consultants, as does page 31, Task 1 and page 111, Task 1. However, page 89, KEY PERSONNEL, Section A states that key personnel are PM and Marketing Specialists. Please clarify the correct key personnel labor category terms.

Government Response: Marketing/Communication Consultants. See revised RFP.

2. Pg. 89: Key Personnel Section I of the RFP states that “substitution for key personnel shall not be permitted unless such substitution is necessitated by sudden illness, death or termination of employment.” Would the Government include promotion or transfer of key personnel as permissible substitution under this requirement?

Government Response: Please refer to Section 2.2.1.7. Key Personnel Performance/Replacement. Substitution of key personnel is at the discretion of the Contract Officer’s Representative (COR). See revised RFP.

3. Section C2.1.4 (a) and L.4.6 (C. Incoming Transition Plan): This section requires a draft incoming transition plan be submitted with the proposal. The list of pages and plans to be submitted that are not within page count does not include the Incoming Transition Plan. Is the Incoming Transition Plan to be included in the 40 pages of response?

Government Response: The Incoming Transition plan shall be included as part of the Non-Cost proposal within the applicable overall proposal page limitations.

4. Section L.4 b (5) Instructions: Past Performance requirements state that we must submit 3 references; the requirements also state that we must submit 1 reference per subcontractor. Does the Government intend that the prime should submit 3 of its own references plus one for each subcontractor?

Government Response: Yes.

5. Section L.4.-QCP (pg 103) and M.2.d (pg 112): Both sections of the RFP require an internal staffing plan be included in the Quality Control Plan (QCP). Does the Government desire to see the entire staffing plan or just the quality personnel staffing plan in this separate Quality Control Plan?

Government Response: Per the RFP, Contractor’s shall propose a quality control approach which must include an internal staffing plan (i.e. complete staffing), self-inspection plan, and an outline of the procedures that the Contractor will use to maintain quality, timeliness, responsiveness, customer satisfaction, and any other requirements set forth in this solicitation as it relates to this requirement.

6. Pg 29, Section 2.2.1.3: This section outlines responsibilities for the Program Manager position. However, it does not provide any minimum requirements for that person’s education or relevant work experience. Does the Government have any minimum requirements for the Program Manager position?

Government Response: No. Per the RFP, each vendor is to provide a resume for individuals proposed to fill Key Personnel positions. Resumes shall demonstrate the amount of relevant (identical, similar, or related) experience possessed by the proposed Key Personnel.

7. Pg 39, Section 5.2.2: Does the Government have an estimate as to how many of the 40 outreach trips would take place OCONUS?

Government Response: For the duration of the contract, up to three (3) trips may be OCONUS.

8. Pg 4, and Attachment 3: Within Page 4 of the RFP states that pricing given as “Price per month” however, in the Attachment 3 Call Volume Matrix Spreadsheet asks for “price per call”. Could the government please clarify which model you would like contractors to use? Price per call or price per month? Is there a ceiling value on the volume driven funding?

Government Response: Vendor’s shall propose a price per call based on the Tier Pricing Matrix and RFP Section B. Vendor’s will apply their proposed price per call by the Level of Effort provided in RFP para (3) and para (4) Supplemental Pricing, and Estimated Level of Effort on Pages 105-108. The Ceiling will be the proposed price per call multiplied by the Level of Effort provided in RFP, para (3) and para (4) Supplemental Pricing, and Estimated Level of Effort on Pages 105-108. See Revised RFP.

9. Pg 10, Section L.3d: Please confirm that the government intends for this proposal to be an electronic submission only. SF 1449 box 28 can be interpreted that hard copy submissions are required, could the government please certify if this proposal is to be submitted electronically in hard copy, electronic copy or both?

Government Response: Per the RFP, Proposals shall be electronically submitted to the Point of Contact above. Your submission should include two separate parts: a Cost/Price proposal and a Non-Cost/Price proposal. The Non-Cost/Price proposal shall be submitted in MS Word or searchable PDF format. The Cost/Price proposal shall be submitted in MS Word or MS Excel 2000 or higher, but not greater than MS Word or MS Excel 2003 format. The firewall utilized by the Government contracting office does not authorize or accept zip files.

10. In order for the Government to receive a well-constructed solution, would the Government consider extending the response due date to July 25, 2016?

Government Response: No.

11. Pg. 38, Section 5.1: Will the Government define the labor categories and quantities of personnel that are required to perform primary outreach at the Government facility in Silver Springs, MD?

Government Response: The Government is providing an estimated LOE in the RFP. Per the RFP, “The Government is seeking the best level of effort and labor mix your company has determined is right to accomplish the mission contained in this task statement. You are not bound to propose these labor categories or quantities, rather you are expected to provide your best solution citing the labor mix and quantity required to accomplish the tasks. If you have determined either the following labor categories or overall level of effort provided are not your best technical solution, you are strongly encouraged and expected to submit a level of effort consistent with all of the cost/price and non-cost/price aspects of your proposed approach.”

12. Pg. 38, Section 5.1: Are there in-state (MD) requirements for the Call Center Activities? (RFP states ‘in contractor facility’, but no state requirements specified)

Government Response: There are no in-state requirements for Call Center Activities.

13. Pg. 52, Section 6.7.2 PWS Summary: Are Abandoned Call metric 3 individual calls per month, or 3% of all inbound calls per month?

Government Response: Per the RFP, there should be no more than 3 total abandoned calls per month.

14. Pg. 52, Section 6.7.2 PWS Summary: Is historical Average Handle Time (AHT) information for each call tier/type available?

Government Response: No.

15. Pg. 52, Section 6.7.2 PWS Summary: Is historical Call Volume and AHT information for Outbound Calling (Tier IV, including service member assessments, etc.) available?

Government Response: Yes. Please refer to Pages 105-108 of the RFP; Estimated Level of Effort. See Revised Call Definition in Section 1.3 of the revised PWS/RFP.

16. Pg. 52, Section 6.7.2 PWS Summary: Is historical email/instant messaging volume information available?

Government Response: See response to question 15. See Revised Call Definition in Section 1.3 of the revised PWS/RFP.

17. Pg. 52, Section 6.7.2 PWS Summary: Is historical information on Surge call volumes available? (Volumes, AHT’s, response rates, etc.?)

Government Response: No

18. Pg. 52, Section 6.7.2 PWS Summary: How are the individuals requiring Tier IV outreach (other than follow up from previous inbound calls) identified?

Government Response: Each week/month the Government provides a spreadsheet identifying individuals requiring outreach support services.

19. Pg. 52, Section 6.7.2 PWS Summary: Is there an option to use existing CRM?

Government Response: CRM is not addressed in this requirement as a PWS task.

20. Pgs. 96, and 105, Section L, Pricing Sheet: Page 96 states price is to be held open for 30 days. Page 105 states offer to remain valid for 120 days. Could the Government clarify which is correct?

Government Response: 120 days. See revised RFP.

21. Attachment 3-call volume pricing matrix: For purposes of tiered monthly pricing, does each separate encounter go into totals for purposes of invoicing monthly tiers? For example: would a telephone call with follow up email to same SM be considered 2 calls?

Government Response: Yes.

22. Sections B, L.4.c.4: There is a discrepancy between the average call volume in Section L and the CLIN pricing. Please provide the average call volume by tier and the average call duration by tier.

Government Response: Average estimated call volume is denoted on page 105, Item (d) Estimated Level of Effort. Call duration is not captured.

23. Section C.2.2.1.1: "The Contractor shall be solely responsible for providing support and staffing to support the Outreach/Transition Contact Call Center. The Contractor shall not rely on the Government staff and external organizational support to assist with specialty areas."

If the research for an incoming inquiry does not discover an appropriate answer utilizing the DCOE resource database and other materials, is the contractor permitted to consult with DCoE SMEs for answers? If "no", is the consultant permitted to conduct their own literature search to research and answer the inquiry without vetting the response with DCoE staff?

Government Response: No. Contractor is permitted to address these issues with the COR to remedy the issue but no to respond independently.

24. Section C.2.2.1.1: Can the Government please confirm that Tier I and Tier III call center activities do not require Master's level Outreach/Transition Consultants?

Government Response: Tier 1 and Tier 111 activities do require Master’s level consultants.

25. Section C.2.2.1.1: Do the initial referral activities for Tier II call center tasks require Master's level Outreach/Transition Consultants?

Government Response: Yes.

26. Section C.2.2.1.1: "Service members will be questioned during the SHPE to determine if they would like to OPT Out or remain in the inTransition program."

Will the contractor be given a file and contact information for all transitioning service members requiring outbound calls? If so, how often are these files provided? What is the format of contact information provided to the contractor for outbound calls? How often are files provided from DCOE to the contractor to initiate outbound calls for initial intake?

Government Response: Vendor will be provided this information via an excel spreadsheet monthly.

27. Section C.2.2.1.1 a.4: "Provide on-site training to increase awareness and utilization of the program."

Please explain where this on-site training will occur and the intended audience. Is travel for this on-site training reimbursable as detailed in Section C.5.2.1?

Government Response: Onsite training is the responsibility of the Vendor and must be approved by the COR. All other DHA / DCoE Training is denoted on page 55, Section 6.10 Other Special Consideration of the PWS.

28. Section C.2.2.1.6: The requirement states that, “Outreach/Transition Consultants shall receive regular training that shall be provided by the Contractor so the Outreach/Transition Consultants remain current with their knowledge and practice,” and the contractor must develop a Training Plan (Deliverable 17). This requirement does not appear to have a dedicated CLIN for execution. How does the DCOE want offerors to price labor time and resources for program training?

Government Response: Any training costs should be “bulit into” Vendor’s price per call.

29. Section C.2.2.2: Can the Government please provide a thorough description of the DCoE Resource Database, including the number of documents and other files it contains as well as the total size of the content?

Government Response: Currently, the DCoE Outreach Database has 2,015 resources. The size cannot be determined as many of these are links to outside websites which are not a file."

30. Section C.2.2.2: Is the DCoE Resource Database the same as the DCoE Resource Catalog accessible at http://www.dcoe.mil/About_DCoE/Resources.aspx?

Government Response: No.

31. Section C.2.2.2: "The Contractor is solely responsible for providing technology infrastructure environment (hosting, network, servers and storage) that supports the Government Resource Database includes packaged/COTS products MS SharePoint, MS SQL Server, and Concept Searching, software customizations."

Please confirm whether "includes" should be "including" or if another meaning is intended.

Government Response: Correct wording should be “including”. See revised RFP.

32. Section C.2.2.2: "The Resource Database shall continue to remain a searchable online repository of PH and TBI resources."

Please clarify for whom the Resource Database is searchable. Contractor personnel, DCoE personnel, anyone on the internet, etc.

Government Response: Health Resource Consultants and InTransition Coaches will have searchable access.

33. Section C.2.2.2: Does the database itself have to be searchable, or is a searchable PDF index file sufficient for this requirement?

Government Response: The database has to be searchable. Cannot be a PDF.

34. Section C.2.2.2: Can the Government identify what “GFE equipment for the DCoE Resource database software” is being provided for the DCoE Resource Database?

Government Response: At time of award the vendor will receive an external hard drive that contains links to resources, publications, etc. The DCoE database provides a searchable warehouse for information to be used by the health resource consultants in the inTransition coaches. These items are research papers, information for service members, family members, and clinical staff to help them cope with psychological health and traumatic brain injury issues, web links, etc. This pertains to Task 2.

35. Section C.2.2.2: Is the Government expecting administration and maintenance of the DCoE Resource Database software as well as the supporting infrastructure inclusive of hosting, networks, servers and storage? If so, what are the service levels the government anticipates? (e.g. hours of operation; response time for problems).

Government Response: A searchable hard drive will be provided at award. It will have to be maintained according to Deliverable 19, reviewed and updated daily. This pertains to Task 2.2.2. Hours of operation are 24/7. InTransition Coaches and HRCs should have immediate access.

36. Section C.2.2.2: Is the Government expecting the contractor to provide the security services necessary to obtain a new ATO and to maintain said ATO for the DCoE Resource Database inclusive of hosting, networks, servers, and storage?

Government Response: Yes, an ATO is required. Yes you need to maintain an ATO in accordance with DOD requirements. Vendor will need to provide accreditation.

37. Section C.2.2.2: In order to properly evaluate the level of effort for Task 2, can the Government please provide current and anticipated usage metrics and IOPS associated with the DCoE Resource Database? What are the availability goals for the system inclusive of recovery time and recovery point objectives?

Government Response: Metrics were provided in LOE (RFP Pages 105-108). Availability is expected to be immediate and 24/7 365 for all inTransition coaches and HRCs."

38. Section C.2.2.2: Will the Government permit the use of FedRamp approved Cloud services for the DCoE Resource Database infrastructure?

Government Response: No.

39. Section C.2.2.2, C.4.6: The Resource Database Plan is not listed as a deliverable in the C.4.6 Deliverable/Delivery Schedule.

Government Response: See deliverable 19.

40. Section C.2.2.3: "The Contractor shall develop and capture contact information in a contractor provided database, and provide a Quarterly report detailing inTransition."

Does the incumbent currently maintain a database related to this requirement? How will historical data related to this requirement be transferred to a new contractor upon an award?

Government Response: Yes. This information will be given to the Vendor at award.

41. Section C.2.2.3: Are the "Branch of service component" and "Duty station" report items lists of branches and stations, or the number of referrals from each branch and station?

Government Response: The report includes a list of branches and stations with numbers of referrals from each.

42. Section C.2.2.3: The second paragraph references a "Deliverable 14 Database", please confirm this should be "Deliverable 14 Immediate Incident Report and Follow-up Report"

Government Response: Deliverable 14 is Immediate Incident Report and Follow-up Report. See revised RFP.

43. Section C.2.2.3: Can the Government give an estimate of the number of Task 3 requests for information the offerors can expect to receive monthly?

Government Response: The total Task 3 requests are tied to the LOE provided in Pages 105-108 of the RFP. Many of the Task 3 requests are a new PWS requirement and are there are no historical figures that the Government can provide at this time.

44. Section C.2.2.4.2: The PWS makes reference to supporting up to 40 conferences, is this annually or over the life of the contract?

Government Response: Annually. See revised PWS.

45. Section C.2.2.4.2: The PWS says the Contractor will provide on-site participation at conferences and Yellow Ribbon events by one or two staff members. Will these staff members be the Marketing Specialist key personnel, or will Master’s level Outreach/Transition Consultants be required to attend events?

Government Response: Marketing Specialists will attend events.

46. Section L.4: What are the font type and size, and page margins are required for proposal formatting? Will the Government permit different and smaller font size for exhibits, graphics, charts, and captions?

Government Response: The Proposal content shall be no smaller than Times New Roman font 12 pitch. Exhibits, graphics, charts, captions, etc., shall be no smaller than 10 pitch. See revised RFP.

47. Please provide at least 12 months historical data (preferably by hour, day, and/or month) of workload by channel.

a. Inbound and Outbound calls

b. Inbound and Outbound emails

c. Inbound and Outbound faxes

d. Inbound and Outbound chat conversations

e. Inbound and Outbound SMS messages

Government Response: See response to question 15. Please refer to Pages 105-108 of the PWS; for Estimated Level of Effort.

48. Where are the costs for CHAT, fax, email, and SMS messaging services be listed?

Government Response: These costs are part of the Tier pricing matrix per contacts. See response to question #15.

49. Pg. 57, Section, 6.7.2 PWS Requirements Summary, Task 1: Please confirm that the one minute answer time listed under item 2.2.1.1 refers to live operator answer time, and that the 8-10 second answer within the first ring (referenced in paragraph 5 of page 27) refers to an automated/system answer speed.

Government Response: Eight to 10 second answer refers to an automated system. One minute refers to answer time by a live operator.

50. Pg. 57, Section, 6.7.2 PWS Requirements Summary, Task 1: Please clarify if the “incidence of abandoned calls are kept to a minimum of three a month” refers to 3 percent or 3 total calls.

Government Response: Three total calls.

51. Pg. 96 Instructions to Offerors: Item c states that prices are to be held firm for a period of 30 days after the due date. Page 105, Pricing Sheet Instructions Item b states that the proposal shall remain valid for a minimum of 120 days from the date of submission. Which is correct?

Government Response: 120 days. See revised RFP.

52. Pg 105: Please provide the Federal Equivalent Labor Category/Classification Codes for the labor categories provided in the Estimated Level of Effort.

Government Response: See Revised RFP. FAR Clause 52.222-42 added.

53. Pg. 14/Para 1.0, Overview and Pg. 25/ Para 2.2.1.1: Paragraph 1.0 states all Outreach/Transition Call Center Staff will be trained, certified, and licensed. Paragraph 2.2.1.1 states Outreach/Transition Consultants shall have a Master’s Degree. What are the exact qualification specifications for the Triage and the Outreach/Transition Staff/Consultants (e.g., Masters- not licensed, Master- Licensed)?

Government Response: All Outreach/Transition Call Center staff, which includes triage staff, will be Master’s level or above qualified.

54. Pg. 14/ Reference Documents: Will the Government provide a draft or summary of this document for RFP planning purposes Defense Health Agency Procedural Instruction inTransition Program (Not Yet Published but Planned for FY16 – TBD)?

Government Response: No.

55. Pg.16/ Para 1.3: Are the Resource Data Base and Online DCoE Resource Catalog one and the same?

Government Response: No.

56. Pg. 16/Para 1.3 Objectives and Services: Coaching sessions refer to non-medical counseling in support of bridge services. Is there a requirement or desire on behalf of the Government for the Outreach and Transition call center support staff to conduct a specific number of sessions for the individual needing coaching?

Government Response: No.

57. Pg. 19/ Para 2.1.4 Transitional Support and Pg. 37/Para 4.6 Deliverable Schedule: The Incoming Transition plan is due per the PWS 4.0 Deliverable list as Deliverable 5, 2.1.4.a Incoming Transition Plan as Final NLT 10 Days after Contract Award (DACA). Does the Government plan for a contract kickoff meeting within 2 days, for example, of contract award to allow for enough time for coordination and approval of the plans? Will the Government consider having discussions upon intent to award to allow for reasonable Government coordination before award?

Government Response: Kickoff meetings are determined by the Government and arranged by awarded vendor’s schedules. The transition plan will be updated after the kickoff meeting. Per the RFP, no discussions are planned upon intent of award.

58. Pg. 21/ Para 2.1.7.1 Continuity of Operations (COOP): The PWS describes that a COOP requirement be executed within 12 hours of a qualifying event. Further description suggests that operations can be limited under the circumstances assuming services be provided to the maximum extent possible. Is it the Government’s intention to have a maximum allowable downtime of the center to be no more than 12 hours?

Comment: Suggest the contractor have specific service levels for cost and planning purposes to align with technology industry practices such as:

· Maximum allowable downtime - Not to exceed 12 hours for a qualifying event such as a network or carrier outage, equipment failure, or act of nature.

· Require a monthly service disruption of no less than 5% of the monthly operations given this is a 24/7 center. The center must have back up customer procedures to mitigate service failures.

· Normal maintenance and service for the center is excluded from the 5% but service disruptions must be coordinated in advance with the COR.

Government Response: The COOP is in place so there is no or minimal down time. Contractor COOP plan should be written to respond to the PWS requirements.

59. Pg. 24/ Para 2.2.1.1: Tier IV captures activities related to the InTransition outbound call model. Activities can include the initial service member assessment if captured during that initial outreach effort as well as follow-up coaching sessions. This tier can also include email correspondence with the service member as well as gaining provider contacts. In addition it includes all coaching activities for both inbound and outbound programs, phone calls with gaining and referring providers.

Comment: This volume in Tier IV is significantly larger than Tiers I-III and each transaction type listed in Tier IV carries different levels of effort for planning purposes. Will the Government provide the discrete work transactions and estimated or historical handle times associated with this tier given the broad work description?

Example:

· Inbound Volume:

· Provider Calls (including average length per call)

· Coaching sessions (including average length per session)

· Emails (including average length of time spent per email)

· Outbound Volume

· Provider Calls (including average length per call)

· Coaching sessions (including average length per session)

· Emails (including average length of time spent per email)

Government Response: Refer to page 25, Section 2.2.1.1: Outreach/Transition Support Contact Call Center Program Operations, which defines all Tiers and the RFP estimated level of effort (pages 105-108).

60. Pg. 24/ Para 2.2.1.1 Outreach/ Transition Support Call Center and Section 6.72 PWS Requirements Summary: The PWS states: The Contractor shall answer calls on a 24 hours a day, 7 days a week basis If all triage support staff and/or Outreach/Transition Consultants are busy handling existing calls, subsequent calls will be answered by a Contractor provided automated answering systems, within ten (10) seconds after the first six-second ring cycle, to the extent that the call volume does not exceed available phone lines. The automated system will answer the call with a COR- approved “busy” announcement.

Is it the intent to play the busy message and allow for the call to remain in the queue after the message is played? Does the technical feature of providing the “busy” message need to be dynamic in nature to reflect “Estimated Wait Time” as an example or does a static message on hold announcement suffice?

Are all calls expected to be answered 100% of the time with a live agent within the one- minute requirement as outlined in PWS section 6.7.2.?

Comment: Suggest the description of the service level for the call center operations follow industry level metric descriptions to achieve the best possible service and allow for contractors to propose the best technical and cost approach for the solution using consistent call center methodologies, calculations, and workforce management algorithms. These metrics may also apply to the Quality Assurance Plan metrics and the acceptable levels of performance as outlined in PWS section 6.7.2. Further explanation is described below:

Example:

· Recommend using Service Level (SL) as described in percentage of calls answered in a number of seconds. This metric is usually recognized as best indicator to hold a center accountable to performance as they can control the resources to meet the caller’s expectation. It is the best metric for Workforce management algorithms and staff planning.

· Recommend NOT using Abandonment Rate: Although Abandon call rates are a good indicator of a customer not getting access, it is well recognized in the industry that the call center is not in direct control of managing an abandon rate for planning, staffing or quality purposes. The caller ultimately controls the experience and reason for any abandoned call. While high abandon rates indicate poor service and one would want to control them, the correlation is that if a contractor is achieving a high SL as described above, the motivation and incentive for a caller to abandon is drastically reduced. Service level management is again the controllable and leading metric to achieve the Government’s intended performance for the program.

If the Government uses abandon rate as stated in PWS section 6.7.2. Task 2.2.11 Acceptable Quality Standard reference, please clarify the not to exceed 3 a month comment. Does 3 refer to the number of calls per month or is it 3% of the calls per month? Three calls per month, when the call center does not directly control abandon calls, is unrealistic for the volume stated in the LOE attachment However, a NTE 3% per month is well under the threshold that a suggested 90-95%/ 20 second SL would attain and is more realistic.

Government Response: The Government requirement is for 100% 24/7 support as defined in the PWS. The 3% standard is based on historical data from previous contracts.

61. Pg. 28, Para/ 2.2.1.1: Are Outreach/Transition Staff Mandated Reporters of Domestic Violence with reference to Active Duty callers?

Government Response: Yes.

62. Pg. 31/Para 2.2.2 DCoE Resource Database: The PWS states that the contractor is solely responsible for providing technology infrastructure environment (hosting, network, servers and storage) that supports the Government Resource Database includes packaged/COTS products MS SharePoint, MS SQL Server, and Concept Searching, software customizations. Inclusion of DCoE’s Resource Database into a pre-existing contractor resource database, using the Contractor preexisting technology infrastructure will be considered by the Government if there is value added to the DCoE mission. The Contractor is solely responsible for providing technology infrastructure environment (hosting, network, servers and storage) that supports the Government Resource Database. The Government owns and will provide the GFE equipment for the DCoE Resource database software.

Suggest that for planning and pricing purposes the Government provide an attachment including the following:

· A network diagram showing the current design and any technical specifications

· An equipment manifest ( hardware and COTS software) for the GFE that would be considered for hosting

· Any security requirements for this PWS element with regard to hosting (e.g. GovCloud location, etc.)

Government Response: A network diagram is not needed. The Vendor is solely responsible for providing the technical infrastructure environment. Vendor will need an ATO to host and house PII.

63. Pg. 31/Para 2.2.2: Paragraph two states that “the contractor is solely responsible for providing technology infrastructure environment (hosting, network, servers and storage) that supports the Government Resource Database includes packaged/COTS products MS SharePoint, MS SQL Server, and Concept Searching, software customizations”. The last sentence reads that “the Government owns and will provide GFE Equipment for the DCoE Resource database software.

Will the Government please specify what equipment is being furnished by the Government and what equipment specifically is to be provided by the contractor? Will the Government also provide the technical specifications of the GFE that is going to be provided?

Government Response: The Govt will provide a hard drive and database via GFE/GFI. See revised GFE/GFI listing (RFP Attachment 7).

64. Pg. 31/Para 2.2.2: How will the current Resource Database content & code be delivered to the contractor?

Government Response: Resource Database content and code will be delivered via encrypted hard drive at time of award.

65. Pg. 31/Para 2.2.2: Does access to the Resource Database require a CAC or ECA Certificate/Token?

Government Response: No

66. Pg. 31/Para 2.2.2: Does maintenance of the Resource Database require ADP/IT-I certification if it is NOT in a secure DoD Facility?

Government Response: The Vendor needs an ATO if not in a DOD facility and ADP-IT certification is required.

67. Pg. 37/ Para 4.6, Deliverable/Delivery Schedule: Several references appear to be mismatched with respect to the Deliverables Table and the PWS narrative (e.g. Deliverable 14 is listed as Immediate Incident Report and Follow-up Report in the Deliverables Table but is also referenced as Database in 2.2.3). Can the Government please clarify?

Government Response: Deliverable 14 is Immediate Incident Report and Follow-up Report. See revised RFP.

68. Pg. 41/ Para 6.4.3: What PII/PHI (if any) is currently being collected & stored?

Government Response: PII is not collected in Task 2, Resource Database, but PII is collected in Task 1 by inTransition coaches and will be provided at award.

69. Pg. 49/ Para 6.4.7: Will the Government please describe what standard is going to be used for C & A?

Government Response: Risk Management Framework (RMF).

70. Pg. 105/ Para 1: The NTE number is listed as $ 130,748.000. The decimal point followed by three zeroes looks like it should be $ 130,748.00. Will the Government please confirm the NTE figure?

Government Response: There are only two zeros after a monetary decimal point. The third zero is a typo. See revised RFP.

71. Attach 3-Call Volume Pricing Matrix Pricing Sheet: The “Quantity” column requests the “Price per Call” for each call volume level within each tier. Is this supposed to be the FFP for each call volume level within each tier consistent with Section B or the individual unit price per call?

Government Response: The calls are FFP. The volume is the variable (see estimated level of effort, RFP Pages 105-108).

72. Various- See listing and Attachment 7: GFE-GRP-GFI Listing: Will any of the current incumbent managed call center equipment, staff desktops, laptops phones or data base servers purchased in support of this contract convey as GFE to the new contractor?

Comment: An understanding of what is considered new contract required infrastructure will allow for bidders to price and accurately describe the technical solution required for the proposal. The Current PWS has several areas where the Contractor responsibility is unclear.

For example, PWS items:

· 5.1 Place of Performance: The Contractor shall perform primary Outreach activity at the Government’s facilities in Silver Spring, MD. All Call Center activities shall be performed at the Contractor’s site. This implies call center technology and the associated support is not GFE but instead is a Contractor responsibility. Is this correct based on section 6.8, 6.10.1 and section 6.10.3 where GFE describes facilities and equipment for those 6 locations at a Government facility only?

Government Response: This is a contractor responsbility.

· 6.10.1 Facilities: The Government shall provide the Contractor with adequate administrative office/cubicle space and a space to store supplies and equipment within the site location. Office space shall be consistent with DoD Standards for administrative areas and be environmentally controlled. Telephone, Computer, and Internet connectivity will be provided as part of the office space. Mobile communications devices will be provided by the government, once approved by the COR or the KO. These furnished capabilities shall only be used for Government business

Government Response: This applies to on-site (CLIN 0001) support staff only.

· 6.10.3 Equipment: The Government will furnish property, materials, supplies, equipment, information, and facilities necessary for the contractor to fulfill the tasks outlined in this PWS. Is this intended for those in Government furnished spaces identified in the GFE Attachment only?

Government Response: This applies to on-site (CLIN 0001) support staff only.

73. General: Comment: Planning for a 24/7 Call Center operations supporting multiple tiered call types (I-IV) including escalated calls and sometimes high risk calls across different Labor Categories requires in-depth analysis and technical design. It would be helpful for non-incumbent bidders to have access to the type of customer demands that are placed on the center in non-proprietary artifacts and that would allow for bidders to submit competitive and innovative approaches in support of the Government and this unique program.

For call center planning and pricing purposes, can the Government provide in the final solicitation, an attachment with the following historical or trended workload information?

· Historical Monthly call volume by month (Annual View 12 Months) by Tier call type (not including surge support volume) - Itemized as described in Item 4 above

· Historical surge support (as outlined in 2.1.7.2 of the PWS ) call volume by month (Annual View 12 Months) by Tier call type - Itemized as described in Item 4 above Historical Weekly Call Volume (52 Weeks) Itemized as described in Item 4 above

· Historical Call Volume by Day of Week distribution snapshot- Itemized as described in Item 4 above

· Historical Call Volume by Time of Day interval snapshot -Itemized as described in Item 4 above

· Any specific campaigns types that would require an increase in Outreach (Outbound calls)

· Historical Average Handle Time by Call Tier Type ( I-IV)

Government Response: Please refer to page 105-108: Estimated Level of Effort provided.

74. Is this a follow-on requirement? If so, could you please provide the incumbent contract number for this opportunity? If not, is this a new requirement?

Government Response: This requirement is a re-compete of W81XWH-11-C-0542 awarded to Magellan Healthcare, Inc..