B08_SOD_Amd 01 - Attach 01 - Q and A Sheet.pdf

Amendment # Q&A # Question: Answer:

PWS states that the quote must clearly demonstrate the contractor's detailed knowledge and proven experience in entering, organizing, and retrieving multiple types of data required to support Army accountability and reporting. Can the Government clarify whether this requirement is specific to Army systems and Army environments, or whether directly analogous experience in other Federal Government proprietary data systems, such as those supporting large-scale immigration or law enforcement operations, will be considered sufficient to satisfy this criterion, provided the offeror demonstrates the requisite data management competencies described in the PWS?

Evidence of other Federal Government experience is sufficient.

Related to the above, if an offeror's relevant Army-specific data management experience resides with a proposed subcontractor rather than the prime contractor, will that subcontractor's experience be credited toward satisfying the demonstrated knowledge and experience requirement for this criterion? Specifically, will the Government evaluate the combined experience of the prime and its subcontractor team when assessing whether this requirement has been met? Will subcontractor past performance be considered?

Subcontractor Past Performance will not be considered, only the Prime will be considered and reviewed.

We would like to know if this is a brand-new contract OR if there is (was) an incumbent performing these services. If not brand new, could you please provide the current (incumbent contractor / previous contract number?

This is a new stand alone requirement for Fort Carson, the previous requirement was part of the Ft. Carson BASEOPS Contract currently held by

T&H Services (W911RZ19C0002).

Is the DPW Service Order Desk (SOD) currently performed by a contractor, Government personnel, or a mix? If contractor-performed, please provide the incumbent contractor’s name and whether the SOD is performed under a separate SOD contract or under a broader

DPW O&M / facilities support contract vehicle.

See Question 03.

Current Staffing Baseline (for workload-based management)- What is the historical staffing structure used to operate the Service Order Desk:

3 customer service reps and 1 supervisor/Lead 0700-1800. 1 customer service rep from 1800-0700 (off peak hours) with 1 supervisor or lead on call. Peak hours are 7 days a week, from 0700-1800

5a

What is the current staffing by shift (e.g., day/swing/night) and total headcount supporting SOD operations (including any shift leads)?

See Question 05.

5b Roles such as Project Manager and ArMA/GFEBS lead are dedicated positions or dual-hatted?

Project Manager & ArMA/GFEBS lead may be the same person.

5c What is the approximate number of operators per shift? The current headcount (FTE by shift)?

See Question 05.

5d What are current shift structures? See Question 05.

5e What positions are currently filled? All positions are currently filled.

5f What is / has been the turnover rate? 1 employee turnover per year over the last 5 years

5g Is GFEBS Lead full-time dedicated or collateral duty? See Question 5b.

5h What surge staffing has historically been required and for what scenarios? None Reported in the past 5 years.

5i

Does the Government have an expected minimum staffing level or staffing ratio per shift for the 24/7 Service Order Desk, or should staffing be entirely determined by the contractor based on workload data?

See Question 05.

Workload Metrics -Could the Government provide historical data? PWS Section 5.2,5.5 See Amendment 01 Attachment - Workload Metrics.

6a Average number of service calls or work orders processed per day or per month by the

Service Order Desk?

See Question 06.

6b Average and peak call volume (calls/day and/or calls/month), and any seasonal trends or seasonal variability?

See Question 06.

6c Average and peak walk-in volume during duty hours and non-duty hours. See Question 06.

6d Any tracked service level metrics (e.g., average speed to answer, abandonment rate, average handle time).

Yes, all outlined and managed in ArMA.

07 Incumbent / Current Operating Model See Question 03 and 05.

7a Is the DPW Service Order Desk (SOD) currently performed by a contractor, Government personnel, or a mix?

See Question 03.

7b

If contractor-performed, please provide the incumbent contractor name and whether the

SOD is performed under a separate SOD contract or under a broader DPW O&M / facilities support contract vehicle.

See Question 03.

08 Current Staffing Baseline (for workload-based manning) See Question 05.

8a Current staffing by shift (e.g., day/swing/night) and total headcount supporting SOD operations (including any shift leads).

See Question 05.

8b Whether roles such as Project Manager and ArMA/GFEBS lead are dedicated positions or dual-hatted.

Positions may be dual assigned.

09 Workload Metrics (if available) See Question 06.

9a Average and peak call volume (calls/day and/or calls/month), and any seasonal trends. See Question 06.

9b Average and peak walk-in volume during duty hours. See Question 06.

9c Any tracked service level metrics (e.g., average speed to answer, abandonment rate, average handle time).

See Question 6d.

10 Transition / Phase-In Assumptions

10a During the Phase-In period (May 1–May 31, 2026), will the Government require parallel operations with the current provider?

No, the current BASEOPS Contract does not include a Phase-Out Period.

10b Will the Government facilitate coordination with the current provider for handoff of existing workload (open tickets/cases), scripts, call routing, and procedures?

Yes, the Government will faciliate hand off coordination/support.

Confirm which systems will be used for SOD operations (e.g., ArMA and GFEBS) and whether

Government-provided accounts/training access will be made available during Phase-In for all proposed personnel.

GFEBS will have the resources required: ArMA, GFEBS, Microsoft Office, Adobe.

Solicitation, page 1: The solicitation states the contract will be awarded as an ID/IQ with work funded at the Task Order Level. Based on the PWS, this contract appears to have a fixed level of effort. Does the Government anticipate issuing a Task Order for the transition period, and separate TOs for the base year and each option year?

All work to be issued and funded at the Task Order level. Each task order is anticipated annually. The phase in period will be lumped with the base year task order.

Solicitation, page 58: requires resumes to be submitted. Are resumes included within the 10 page limit for the technical approach?

Yes, the resume for the Project Manager is part of the 10 page limitation.

Solicitation, pages 58-59: Is there a separate page limit for past performance? Yes, see revised Synopsis Factor 2 - Past Performance, 2 page limit, provide the information requested for up to 3 contracts/references.

15 Will the Government provide historical workload data for this effort? See Question 06.

The PWS (1.3.1 Page 4) states that the Service Order Desk must operate 24/7. Is this requirement intended to be fully staffed on-site at all times, or may after-hours operations be performed remotely provided performance standards and response times are maintained?

All Service Order Desk Coverage shall be on-site, remote work is not authorized.

The synopsis/solicitation references in Factor 1 Technical and its subfactors (Page 56) six (6) workstations while the PWS– 3.2 Equipment and Software (Page 23) references ten (10) workstations. Can the Government clarify which number is accurate? Additionally, does the

Government expect all available workstations to be staffed simultaneously or are they simply the maximum number available for contractor use?

Solicitation and PWS are incorrect, there are 13 workstations in total.

The PWS 1.9. Key Personnel: 1.9.1 Project Manager & 1.9.2 GFEBS Lead (Page 8) references both the Project Manager and GFEBS Lead as key personnel; however, the solicitation instructions Subfactor B: Project Manager. (Page 56) appear to require submission of a resume only for the Project Manager. Can the Government confirm whether a resume is required for the GFEBS Lead position or if only the Project Manager resume must be submitted?

The only resume requested is the Project Manager.

The PWS 3.1. Real Property (Page 23) states that the Government will furnish an area within

Building 1225 but may be asked to relocate due to Government operational needs. In the event relocation is required, will the Government provide alternate workspace on Fort

Carson, or would the contractor be responsible for securing an alternate location at the contractor’s expense?

Contractor will not be relocated without an alternate location already established by the Government.

20.

The PWS 1.16. Identification of Contractor’s Personnel (1.16.1 Page 12) references contractor identification badges. Can the Government clarify whether these badges are contractor-provided credentials or if they refer to Government-issued installation access credentials

(CAC)?

Government issued Common Access Card (CAC).

21.

For proposal preparation purposes, can the Government provide the current or historical staffing levels supporting the incumbent Service Order Desk operation?

See Question 05.

Solicitation #: W911RZ26R0000

Project Title: Ft. Carson Post Refuse / Recycle FY27

22.

Can the Government provide estimated historical service order intake volume (e.g., average number of phone calls, emails, web submissions, and walk-in requests) during duty hours and non-duty hours?

See Question 06.

23.

For planning purposes, can the Government confirm whether the current Service Order Desk workforce will be permitted to apply for employment with the incoming contractor during the transition period?

Yes, the current Serivce Order Desk workforce will be permitted to apply for employment with the incoming contractor.

24.

Could the Government provide the historical average number of service calls or work orders processed per day or per month by the Service Order Desk?

See Question 06.

25.

Could the Government provide the name of the incumbent contractor and the current contract number associated with this requirement?

See Question 03.

26.

If available, could the Government provide the historical staffing structure used to operate the Service Order Desk, such as the approximate number of operators per shift?

See Question 05.

27. Workload Data: PWS Section 5.2 – Duty/Non-Duty Requests

27a Can the Government provide the total number of service requests received annually by the

DPW Service Order Desk for the previous three fiscal years?

See Question 06.

27b Can the Government provide the average number of service requests received per day during duty hours and non-duty hours?

See Question 06.

27c Can the Government provide the historical breakdown of service requests by category

(e.g., emergency, urgent, routine)?

See Question 06.

27d Can the Government clarify whether there are seasonal fluctuations in service order See Question 06.

28. Call Volume and Communication Channels: PWS Section 5.5 – Customer Inquiries

28a Can the Government provide the average daily call volume handled by the Service Order

Desk?

See Question 06.

28b

Can the Government provide the approximate percentage of requests received through each channel (e.g., telephone, walk-in customers, web portal, ArMA submission, email, or other electronic methods)?

90% through ArMA. 10% +/- call or walk in.

28c

Can the Government clarify whether call handling metrics or service level expectations exist, such as required call response times or allowable call abandonment rates?

Yes, metrics exist. Zero abandoned calls should exists.

29. ArMA and GFEBS System Access: PWS Section 5.4 – GFEBS and ArMA Usage

29a Can the Government confirm whether all required system accounts and user licenses for

ArMA and GFEBS will be provided to contractor personnel?

Yes, confirmed user licenses for ArMA and GFEBS will be provided.

29b Can the Government clarify whether contractor personnel will require Common Access

Cards (CAC) to access ArMA and GFEBS systems?

Yes, Common Access Cards (CAC) will be required to access ArMA and GFEBS.

29c Can the Government confirm whether remote system access will be permitted for administrative or reporting functions?

See Question 16.

29d

Can the Government clarify whether the Government provides initial system training for

ArMA and GFEBS or if the contractor is expected to provide all required training?

Yes, the training is built into each of the programs.

30.

Service Order Classification: PWS Section 5.3 – Proper Classification and Assignment of

DMOs/OWOs

30a Can the Government provide formal classification guidance or decision matrices used to determine work order priority and categorization?

No matrix exists a decision classification matrix may be created after award as a best practice.

30b

Can the Government clarify whether the contractor is responsible for the final determination of work order classification or whether classification decisions must be validated by DPW personnel?

Contractor will have final determination of work classification.

30c Can the Government clarify whether performance metrics exist related to the accuracy of work order classification?

No data recorded for this specific metric.

31. Coordination with DPW Maintenance Providers

31a

Can the Government clarify how the Service Order Desk communicates service orders to maintenance providers (e.g., automated system dispatch, email notification, or telephone contact)?

Once GFEBS entry is created, follow "notify" option, and email service order to base operations.

31b Can the Government confirm whether maintenance providers are Government personnel or separate contractors supporting DPW operations?

Maintenance Providers are with the BASEOPS Contractor.

31c Can the Government clarify whether the contractor is responsible for tracking service order completion status after dispatch?

Yes, all outlined and managed in ArMA.

32.

Government Furnished Equipment and Workspace: PWS Section 3.0 – Government Furnished

Facilities, Equipment, and Services

32a Can the Government confirm the number of workstations available within the Service

Order Desk workspace?

See Question 17.

32b

Can the Government confirm whether the Government will provide computers, telephones, headsets, printers, and network connectivity required to perform the work?

See PWS Part 8 -> Attachments -> Technical Exhibits -> A1 - "List of

Government Furnished Equipment (GFE)"

32c Can the Government clarify whether the contractor is responsible for providing any communications equipment or software required for call management?

See Question 32b.

33. Historical Performance Data

33a Can the Government provide the historical number of work orders processed annually through the Service Order Desk for the past three years?

See Question 06.

33b Can the Government clarify whether the Government tracks performance metrics related to request processing time or response time?

Yes, the Government does and will be tracking processing times and response time.

33c

Can the Government confirm whether historical Quality Assurance Surveillance Plan

(QASP) performance results related to this requirement may be shared?

No, historical QASPs will not be shared as part of this solicitation.

PWS section 1.7 -The QASP is a government-only document describing the requirements necessary for inspecting the work, methods and frequency of inspections, and guidance for reporting non-conforming work to the Contracting Officer.

34. Transition and Phase-In: PWS Section 1.26 – Transition (Phase-In)

34a Can the Government clarify whether the incumbent contractor will be required to provide knowledge transfer or transition support during the phase-in period?

See Questions 10a & 10b.

34b

Can the Government confirm whether the Government anticipates any overlap period between the incumbent contractor and the incoming contractor during the transition?

See Question 10a.

34c Can the Government clarify whether the Government will provide standard operating procedures (SOPs) currently used by the incumbent Service Order Desk?

Yes. SOP's will be provided upon award.

35. Security and Installation Access

35a Can the Government confirm the anticipated timeline for installation access and Common

Access Card issuance for contractor personnel after contract award?

the Government anticipates 7 to 10 days.

35b Can the Government clarify whether contractor personnel must obtain any additional certifications or security training beyond those identified in the PWS?

No additional training or certifications required.

36. Reporting Requirements

36a

Can the Government clarify whether routine operational reports are required, such as daily service order summaries, weekly workload reports, or monthly performance reports?

Required Operational reports are as follows: Daily, weekly, and monthly.

36b Can the Government confirm whether standard report templates will be provided for any required reports?

Templates will be developed as a collaboration between contractor and COR after award.

37.

We would like to know if this is a brand new contract OR if there is (was) an incumbent performing these services.

See Question 03.

38. If not brand new, could you please provide the current / previous contract number? See Question 03.

39.

PWS Section 5 – Specific Tasks - Page 28 Are there seasonal or cyclical spikes in workload (e.g., weather events, PCS season, training cycles) that materially affect call volume, emergency response frequency, or staffing requirements?

See Question 06.

40.

PWS Section 1.26. – Transition (Phase-in) Plan - Page 17 Can the Government provide the most recent 12 months of Service Order Desk workload data, including monthly call/email/walk-in volumes, peak hour/day demand, and distribution by request category

(e.g., service orders, work orders, emergency calls), to assist offerors in validating staffing assumptions and surge capacity planning?

See Question 06.

41.

PWS Section 4.3.2. – Contractor Furnished Items – Page 25 What is the historical after-hours/weekend volume for emergency-related calls, and what portion of those typically require real-time escalation versus next-business-day handling?

See Question 06.

42.

PWS Section 1.11.1. – Contractor’s Staffing Plan – Page 9 Is there a staffing model (headcount by role and shift coverage) that the Government considers adequate for successful performance? If this differs from the baseline described in the solicitation, which assumptions should offerors use when developing staffing plans?

See Question 05.

43.

PWS Section 1.7.2. – PRS – Page 6 Are there minimum performance standards the

Government expects for metrics such as abandonment rate, first-contact resolution, ticket accuracy, or rework rate that offerors should use when designing staffing models during high-volume periods?

Correct, PWS Section 1.7.2 - PRS outlines the minimum performance standards for this resulting contracts.

44.

PWS Section 5.2.3 – Response Time – Page 29 When conflicting information exists between

ArMA, GFEBS, email requests, or customer-provided documentation, which system or source is considered the authoritative record, and what reconciliation workflow is expected?

If service is entered correctly in ArMA, then transfered to GFEBS correctly, no conflict should exist.

45.

PWS Section 1.2.2. – General Information – Page 3 The PWS references ArMA and GFEBS data entry and reporting responsibilities. Can the Government clarify which specific tasks the SOD contractor performs in each system (e.g., create/update/close work orders, status updates, classification coding, routing, or reporting extracts)?

Data entry is required in all listed systems.

46.

PWS Section 5.4. – GFEBS and ArMA Usage – Page 31 Are there automated interfaces or integrations between ArMA and GFEBS, or is data entry expected to be fully manual? If automation exists, is it Government-maintained or contractor-supported?

There is automated interfaces between ArMA and GFEBS, however there are some fields in GFEBS that require data entry attention.

47.

PWS Section 1.6. – Quality Control – Page 5 What are the most common data-quality issues the Government encounters today (e.g., incorrect work classification, inaccurate building numbers, incomplete customer details, improper priority coding, missing documentation)?

Additionally, what error or rework rate is considered acceptable?

Work orders being closed without confirmation work was completed, in some/most cases work was not completed.

48.

PWS Section 5.4.10. – Reports – Page 33 What standard reports are expected (e.g., daily, weekly, monthly), and are there Government-defined templates or formats for reports such as open work order aging, emergency response status, backlog by priority, or completion time? If templates exist, can they be provided?

See Question 36a.

49.

PWS Section 1.2.2. – General Information – Page 3 The PWS references entering, organizing, and retrieving data to support Army accountability and reporting. Can the Government identify the primary stakeholders (e.g., DPW leadership, finance, work control, audit/compliance) and the key reporting outputs they rely on most?

All entities on Ft Carson, including Soldiers, and their families.

50.

PWS Section 5.2.1. – Requests – Page 28 Can the Government confirm the formal definition of an “emergency” request versus urgent or routine requests, including examples of situations that qualify as safety, life, or health emergencies?

Yes, a matrix will be provided upon award.

51.

PWS Section 4.3.9. – AAS – Page 26 The Emergency Response process references SOPs for safety/life/health events and outages. Is the SOD contractor or Government personnel responsible for drafting and distributing SOPs, and what are the required distribution list and reporting timelines?

SOP's are already established but will need amended. Upon award they can be reviewed and edited with COR approval.

52.

PWS Section 1.16.1.1. – Identification of Contractor’s Personnel – Page 12 For utility escalation workflows involving Microsoft Teams (e.g., CSU notifications), is the contractor responsible for monitoring and managing the Teams channel, including after-hours escalation, or is this responsibility shared with Government personnel?

CSU facilitates the Teams page, creates the SITREP, and the SITREP follows the project through completion. An SOP exists for utility emergencies. It will be provided upon award of the contract.

53.

PWS Section 5.1.1. – Notification Requirements – Page 27 The Emergency Response process references Priority 2 (24-hour response) and Priority 3 (30-day response) timelines. Are these contractual service level requirements for the SOD contractor, or are they timelines associated with utility partner response that the SOD must track and report?

SOD contractor must track and report.

54.

PWS Section 5 – Specific Tasks – Page 27 Will the Government provide incumbent workforce information (labor categories, shift schedules, clearance/access requirements, and tenure) to support transition planning and minimize risk of service disruption?

See Questions 10a & 10b.

55.

PWS Section 5.6.2. – Transition (Phase-in) Plan – Page 34 Does the Government anticipate a parallel operations or shadowing period with the incumbent contractor during transition? If so, what duration and level of Government access/support will be provided?

See Questions 10a & 10b.

56.

PWS Section 3.2. – Equipment and Software – Page 23 The PWS indicates the Government will provide equipment/software support and references 10 workstations for SOD operations. Can the Government confirm the number of workstations available at contract start and whether remote access is permitted for any portion of the work?

See Questions 16 & 17.

57.

PWS Section 3.2. – Equipment and Software – Page 23 If workload requires additional workstations beyond those provided, what is the approval process and timeline for requesting additional equipment?

If additional GFE is required, allow up to 30 days.

58.

PWS Section 3.1.2. – GFFES – Page 23 The PWS states facility requests must be coordinated through the COR 30 days in advance, with an inventory of the work area within 10 days of

NTP. Can the Government confirm the expected office location, building access hours, and any anticipated space constraints at contract start?

There are 3 offices, one conference room, a break room, a vestibule and a large customer service area for CSR work stations. The building will have 24-hour access for SOD employees.

59.

PWS Section 1.5.2. – Power Outage and Telecommunications Contingency Plan – Page 4 The solicitation requires a contingency plan enabling SOD operations to continue manually during system outages. What minimum manual processes are expected (e.g., manual ticket logs, emergency dispatch tracking, customer notification logs), and is there a preferred

Government format for later reconciliation into ArMA or GFEBS

The ArMA/GFEBS specialist/s and CSR's will reconcile within a reasonable time based on the duration of the outage.

60.

PWS Section 1.5.2. – Power Outage and Telecommunications Contingency Plan – Page 4 Are alternate phone lines or call-forwarding capabilities Government-furnished, or is the contractor responsible for providing telecommunications failover capability?

In this situation, the Contractor is repsonsible for providing.

61.

PWS Section 1.3. – Period and Place of Performance – Page 3 Are all services expected to be performed on-site at Fort Carson, or does the Government anticipate any off-site support activities (such as reporting, data reconciliation, or quality assurance) if security and access requirements permit?

See Question 16.

62.

PWS Section 1.12. - Post Award Conference/Performance Evaluation/Progress Meetings –

Page 10 The solicitation indicates work performance will be issued at the task order level and includes evaluation factors for transition and contingency planning. Does the Government anticipate a single task order covering base-year services, or multiple task orders supporting different functional areas (e.g., routine operations, emergency coordination, reporting)?

See question 12.

63. What is the historical ticket volume daily during normal hours and during after-hours? See Question 06.

64. Will subcontractor past performance be considered? See Question 02.

65.

Section 3.2 of PWS states 10 workstations will be provided by the government. However, on pg 57 of solicitation the “Factor 1 Technical and its subfactors” paragraph states that firm must state how it will meet the Key Performance Indicators (KPI) outlined below, utilizing a total of 6 workstations. Additionally, the list of GFE table on pg 41 of the PWS lists equipment equating to 13 workstations. Can government confirm total number of workstations?

See Question 17.

66.

Can government confirm current Vendor/provider for Automated Attendant System? The Government is not able to confirm the current AAS System being used, as it belongs to the current SOD contractor. (See Question 03)

67. Does current AAS meet government requirements as stipulated in PWS? Yes

68. Are resumes included in the 10-page count limit for factor 1? Yes

69.

The PWS references an attached PRS with AQL but is not present in any of the documents.

Will the government provide prior to closing?

PRS is attached with Amendment 01 of this solicitation.

70.

Beyond the CLIN pricing reflected on the SF-1449, are there any additional price supporting documents or data the Government expects offerors to submit as part of the price factor?

The Government at this time is not requiring additional pricing documentation beyond the CLIN Pricing in the SF-1449. However; if needed to further substantiate price reasonableness the Government reserves the right to request Other than Certified Cost and Pricing Data but only after initial pricing is recieved and on an as needed basis.

PWS states locaton of office but does not mention authorization for telework. Will telework be authorized/considered as an option for services outside normal working hours and/or as part of a contigency plan?

This is an on-site job.

72 What is the average monthly call volume (duty vs non-duty hours)? (Chat/EM/Phone) See Question 06.

73. What is the peak call load per hour? See Question 06.

74. How many service orders are processed monthly? See Question 06.

75. What % are emergency vs routine vs project-based? See Question 06.

76. What is the average handling time (AHT)? See PWS Section 5.1.3 for Processing Times and attached PRS.

77. What % of calls are walk-ins vs phone vs web? See Question 28b.

78. What is the seasonal variability? See Question 06.

79. What was last 3-year trendline? See Question 06.

80. What is the current headcount (FTE by shift)? See Question 05.

81. What are current shift structures? See Question 05.

Amend 01

Issued:

03/00/26

82. What positions are currently filled? See Question 5e.

83. What is / has been the turnover rate? See Question 5f.

84. Is GFEBS Lead full-time dedicated or collateral duty? See Question 5b.

85. What surge staffing has historically been required and for what scenarios? Hail storm, ice storm, snow storms, transitions from a/c to heat and back

86. Will incumbent staff be available during phase-in? See Question 10a.

87.

What are historical FPCON escalations? FPCON currently elevated due to efforts around the world. Due to

Operational Security, no historical data available.

88. Has SOD ever operated during lockdown? Yes

89. What is required during snow closure events? SOD is considered critical personnel

90. Are staff required to remain overnight during emergencies? SOD needs to be open 24/7/365.

91. Is alternate site authorized? No

92. Is telework allowed during contingency? No

93. What is average ICE volume? Average of 21 per year for DPW in the last 2 years.

94. What % negative? 50% on average last two years.

95. Are responses templated? No

96. Who approves responses? DPW leadership

97. Are ICE scores tied to deductions? No

98. What percentage of tickets require priority correction? Data not collected

99. What audit mechanism exists for misclassified priorities? Due on the weekly report, self correct upon identification.

100. Has SOD been cited for incorrect prioritization? Not cited, just notified.

101.

Is there a documented decision matrix for classification? No matrix exists a decision classification matrix may be created after award as a best practice.

102. Are there penalties tied to incorrect priority assignment? Not penalized.

103. Is there a SLA for follow-up attempts? Yes

104. After how many attempts is a ticket closed for no response? Is this automated? 3 attempts, ArMA is automated.

105. Does incomplete info count against processing time metrics? No. An attempt to obtain the incomplete information is required.

106. How often are tickets misrouted? Data not collected

107. Is SOD held accountable for misrouting? Contractor needs to resolve.

108.

Is there a routing matrix or decision tree? No matrix exists a decision classification matrix may be created after award as a best practice.

109. Are there historical reassign rates? Data not collected

110. Is there a quality audit of ticket narratives Not currently

111. What is the historical error rate in ArMA entries? Data not collected

112. What % of tickets are missing required information? Data not collected

113. Is the 1-hour clock tied to when the customer calls SOD or when SOD calls CSU? Customer's call starts the clock.

114. Is there a timestamp validation system? ArMA has a date and time stamp.

115. Who owns proof of compliance? It is shared between DPW and contractor.

116. Has CSU ever missed the SLA? Data not collected

117. Does SOD performance get impacted if CSU misses it? No

119. If Teams fails, what is fallback? SOP will be provided upon award of contract.

120. Is there an automated confirmation from CSU? SOP will be provided upon award of contract.

121. Is read receipt required? No

122. Does SOD update ArMA priority if CSU changes classification? Yes

123. Is there a SITREP template in ArMA? No, SITREPS are a local function.

124. How often are SITREPs issued per month? On average, qty 30 per month.

125. Who audits SITREP completeness? The issuing entitie have oversight and audits it.

126.

For pricing purposes, can the Government confirm the Service Contract Act labor classifications applicable to Service Order Desk personnel and identify those used under the incumbent contract?

It is the responsibility of the Prime Contractor to classify their employees.

127.

There are conflicting GFE numbers in the Solicitation Synopsis and PWS. Can the government please confirm the correct amount and type of GFE to be provided?

See Question 17.

128.

To build a defensible staffing model and meet mandatory KPIs (ASA, walk-ins, ArMA triage), please provide historical workload data including daily call volume, peak hourly volume, walk-ins per day, ArMA submissions per day, and priority distribution (P1/P2/P3).

See Question 06.

129.

Does the Government have an expected minimum staffing level or staffing ratio per shift for the 24/7 Service Order Desk, or should staffing be entirely determined by the contractor based on workload data?

See Question 05.

130.

The Technical Factor requires offerors to describe meeting KPIs using 6 workstations, while the PWS lists 10 workstations furnished by the Government. Should staffing and operational modeling assume 6 or 10 workstations for evaluation?

See Question 17.

131.

To ensure our proposed Automated Attendant System meets Government expectations, please confirm required call-routing KPIs and provide any existing AAS performance reporting

(queue times, abandonment rates, call types).

See Question 126.

132.

Because all requests must be entered immediately with no batching and processed 24/7, can the Government provide average daily and peak order volume for ArMA/GFEBS over the last

12–24 months?

See Question 06.

133.

To comply with the requirement to avoid a walk-in queue of three or more customers, please provide historical walk-in traffic volumes by hour and day of week.

See Question 126.

134.

Will the contractor receive access to ArMA, GFEBS, NEC network accounts, CAC sponsorship, and AT/OPSEC training portals immediately upon award to support the 30-day phase-in?

The resources will be available immediately upon having access to the network.

135.

Will the Government require or facilitate overlap or knowledge-transfer activities with the outgoing contractor, and if so, for what duration?

The Government will facilitate.

136.

Please provide historical Priority-1 emergency request volume and associated response expectations to support staffing and notification modeling.

See Question 06.

137.

Are there additional systems (FSOS contractor portals, utility provider systems, excavation permit systems) that SOD personnel must access or update beyond ArMA/GFEBS?

Microsoft Office.

138.

Please clarify what maximum delay constitutes 'immediate' entry for ArMA/GFEBS updates

(e.g., 1, 5, or 15 minutes).

Zero delay. ArMA tickets shall be entered by the customer. GFEBs entry should be done by CSR upon receipt of service order.

139.

How does the Government define a duplicate order (same building, same issue, same caller, same time window)?

If service is entered correctly in ArMA, then transfered to GFEBS correctly, no conflict should exist. Same building same issue regardless of caller or time.

140.

Is the 5-minute clock measured from customer request, email receipt, or system status change?

5-minute clock is measured from all listed sources.

141.

Will the Government conduct periodic audits of priority classification, and how will compliance be measured?

Data will be reviewed by DPW and compliance will be measured using the data.

142.

If AT/OPSEC/iWATCH training access is delayed due to Government systems, will the

Government extend compliance deadlines?

Yes, if it is confirmed the delay is at no fault of the contractor whether in full or in part.

143.

If ArMA, GFEBS, or NEC account provisioning is delayed, will performance metrics be temporarily waived?

Data will be reviewed by DPW and compliance will be measured using the data.

144.

During elevated FPCON levels, is remote operation permitted or is on-site presence always required?

Onsite presence is always required.

145.

If new Army-level or DPW training/policy requirements are issued mid-performance, will contractors receive equitable adjustments?

If the government changes a requirement, it is the Government's preference that the contractor submit an RFI leading to a contract modification.

However; the contractor always has a right in this type of situation to submit a Request for Equitable Adjustment, due to Government actions in its sovereign capacity.

146.

If GFE systems (computers, network, ArMA/GFEBS) fail, will performance metrics be waived during outages?

Yes

147.

For national emergencies or pandemics, does the Government authorize reduced-scale or remote operations, and how are KPIs adjusted?

This would be on a case by case basis and agreed to by both DPW and contractor.

148.

Please confirm whether ArMA-to-GFEBS updates must be completed manually via copy/paste or if automated interfaces are expected during this contract.

Automated interface between ArMA and GFEBS, however there are other fields that require attention in GFEBS.

149.

Please clarify the required rule for consolidating multiple reports of the same issue (use of parent/child cases) and how this should be represented in GFEBS to avoid duplicate errors.

ArMA tickets shall be entered by the customer. GFEBs entry should be done by CSR upon receipt of service order. When done correctly no duplicate will exist. If a duplicate is noted, the two can be merged (linked) in ArMA thereby transferring the correct info to GFEBs.

150.

When a case is in 'Awaiting Info' status, does the response/completion timeline pause until customer input is received?

No, it is paramount that the SOD CSR is actively trying to get the information from the customer.

151.

Please confirm whether forwarding photos via UI action satisfies documentation requirements or if attachments must also be uploaded to ArMA/GFEBS.

All pertinent information must be in GFEBS.

152.

What documentation is required when SOD corrects a customer-selected priority level in

ArMA? Is COR approval required for priority changes?

No

153.

For P1 gas/electric emergencies, is the contractor responsible only for timely CSU notification, or also CSU's 1-hour arrival?

Yes, report to CSU in a timely manor.

154.

Does the SOD contractor generate SITREPs or only relay CSU-provided SITREPs? Please confirm required distribution lists.

Required distrobution list will be provided to the contractor who is awarded the contract. SIITREPS are a local CSU action.

155.

Should CSU 24-hour/30-day response windows be used for DMO compliance, or do DPW’s 7-day/30-day rules supersede them?

IMCOM's published 24-hour/7-day/30-day rule will apply.

156.

Will DPW provide an authoritative address-to-building-number crosswalk required for CSU dispatch?

Physical addresses will be made available.

157.

Does posting updates to the 'Fort Carson Priority Response' Teams page meet all notification requirements?

SOD recieves, sends out to responsible party, send out SITREP to base operations, base ops will then notify SOD of work to be performed, and notify

SOD upon completion. Final step is to update GFEBS with labor hours, materials, etc, including

158.

Please confirm how onsite labor hours toward the 32-hour limit must be calculated across trades and shifts.

Base Operations is on a separate contract.

159.

Please confirm whether Fort Carson follows IMCOM’s published 24-hour/7-day/30-day DMO standards without modification.

Yes, IMCOM's published standards.

160.

Who is the final authority for SCLS vs DBA determinations, and must work pause until determination is completed?

This requirement will be utilizing SCA and not DBA. The Government does not anticipated DBA work being performed on this contract.

161.

Should offerors submit fixed PMO pricing (labor/equipment/subs) for Fort Carson, or are

PMOs handled by another contractor?

Base Operations is on a separate contract.

162.

Please confirm which order types require DA 4283 and whether digital forms must be attached in ArMA/GFEBS.

Construction related service orders that are outside the base operations contractors scope of work are to be put on a DA4283 and sent to the COR.

163.

Should SOD clerks be classified as Service Order Dispatchers (01320) or Customer Service

Representatives (01042/01043)?

See Question 126.

164.

Please confirm whether EO 13706 paid sick leave applies to this contract for accurate H&W pricing.

It is the responsibility of the Prime contractor to ensure compliance with all labor laws (local and federal) regarding leave.

165.

Does Fort Carson require night/Sunday differential for SOD personnel performing 24/7 operations?

It is the responsibility of the Prime contractor to ensure compliance with all labor laws (local and federal) regarding hours and pay.

166.

Are contractor uniforms required, and must contractors apply the WD’s uniform cleaning allowance?

No

167.

How will SCA-based contract price adjustments be handled when DOL issues revised wage determinations?

SCA Wages are updated annually upon exercising of option periods, As the resulting contract will be Firm-Fixed Price, contractors are responsible for providing fully burdened pricing which includes anticipated/estimated Annual

Wage Increases.

168.

Please define the minimum GFEBS competencies the PM must demonstrate at award

(transactions vs functional oversight).

How to enter, how to update/edit and how to generate reports in ArMA and

GFEBs.

169.

Please provide expected timelines for provisioning CAC, NEC, ArMA, and GFEBS accounts during the 30-day phase-in.

The Government is estimating 7 to 10 days. Actual timelines are out of the control of the DPW and Contracting, and adjustements may be made according to the situation and where the fault of delay lies.

170.

Must offerors provide scripts with safety messaging and are multilingual scripts required? Yes, It is the responsibility of the Prime contractor to classify their employees accordingly and to plan for contingiencies. This includes the Prime's required safety policies. Governments requirements are outlined in the PWS.

171.

Please confirm the required reporting cycle (weekly/monthly) for ASA/ATT, triage <2 min, duplicates, cancellations, and walk-in metrics.

SOP will be provided upon award of the contract. There are reports required weekly, monthly, and annually.

172.

What are the required rules for consolidating phone, walk-in, and ArMA reports of the same incident?

ArMA tickets shall be entered by the customer. GFEBs entry should be done by CSR upon receipt of service order. When done correctly no duplicate will exist. If a duplicate is noted, the two can be merged (linked) in ArMA thereby transferring the correct info to GFEBs.

173.

The services outlined within this solicitation involve ERP system expertise (ArMA/GFEBS), Army accountability reporting, contingency continuity planning, and a structured transition of operations. Given recent DoD guidance limiting the use of LPTA procedures for complex services where technical capability and risk mitigation are critical, could the Government clarify whether a tradeoff methodology is intended, or whether an award will be made strictly to the lowest-priced technically acceptable offeror?

The Government intends to award this as Lowest Price Technically Acceptable

(LPTA). See revised Synopsis attachment to Amendment 01.

174.

Can the Government provide historical data for the Service Order Desk including average daily call volume, peak call periods, number of service requests processed per day/month, and current staffing levels used to support the SOD?

See Question 06.

175.

Please provide the incumbent contractor name, contract number, current contract value, and number of personnel currently supporting the SOD.

See Question 05.

176.

Please clarify what Government Furnished Equipment will be provided for the Service Order

Desk (e.g., computers, phones, headsets, monitors, office furniture, and network connectivity).

See Question 17.

177.

For the Project Manager role, would the Government accept 10 years of relevant work experience in lieu of a college degree?

Yes, it will be considered.

178.

According to the solicitation documents, the Contractor shall provide an AAS to receive

Service Order (SO) calls from Fort Carson customers, record and play customized greetings/messages, and accept caller input (e.g. press a 1 to leave a call back number). Will this system utilize government provided phone line(s) or is contractor responsible for phone line(s)?

Phone lines are in place at workstations, see PWS Section 4.3.2 for requirements for telephone requirements.

179.

Given the breadth of the PWS requirements and the need to clearly describe staffing, service desk operations, and automated attendant system capabilities, would the Government consider increasing the technical proposal page limit to allow offerors to fully address the requirements?

The page limitations are set and the Government does not anticipate increasing the page limit for quote submission.

180.

The solicitation instructs offerors to complete CLIN pricing on the SF 1449 for the base and option periods and states those CLINs are Firm-Fixed-Price; however, the solicitation also states that work will be issued and funded at the task order level. Should offerors price the SF

1449 CLINs as the fully burdened prices for each performance period for evaluation and award purposes?

The government intends to award a FFP IDIQ contract. All CLIN's should be priced for the full base + 4 option periods to include fully burdened prices (i.e.

estimated/anticipated SCA changes, inflation, etc.).

181.

The PWS references a Performance Requirements Summary (PRS) that typically defines performance standards and surveillance methods. However, a PRS document does not appear to be included in the solicitation attachments. Will the Government provide the PRS for this requirement, or confirm that performance metrics are fully defined within the PWS?

See PRS, attached to this amendment.