USACHCS_IT_Support_Services_QA_6_Sep_19.pdf

Information Technology (IT) Support Services US Army Chaplain Center and School (USACHCS)

(Questions/Answers)

1. Section L.B.(b).2 TAB A Staffing Approach and Section L.B.(b).2 TAB B Management

Approach use the same language. In addition, Section M, Factor I Technical Capability Sub-factor 1 Staffing Approach includes different criteria for evaluation than were provided for Section L response requirements. Please clarify the response requirements for section L as they relate to section M. (Please refer to Section L, ADDENDUM TO 52.212-1 and Section M, 52.212-2)

2. Technical Exhibit 4 contains the DD254; however, we cannot access it as an attachment within the RFP PDF. Will the government please provide a copy of the DD254? (Blank DD254/w Instructions was added to FBO with amendment 0001)

3. Will the government allow for responses using Times New Roman 12 pt? (Please refer to Section L ADDENDUMTO 52.212-1, Section B, 1. Table.

4. Section M evaluation factors (page 93) references Factor III - Past Performance; however Section L does not mention Past Performance. Please confirm which section contains the correct Factor to write to. (Amendment 0002 corrected the discrepancy)

5. Will the Army consider sponsoring the awarded contractor for a clearance? (No)

6. Can you provide us with any historical data on the amount of trouble tickets per year or per month? Refer to Q&As 29 Aug 19

7. Realizing it is a training facility, can you provide us with the maximum amount many users you have at any given time? (Please refer to Q&A dated 3 Sept 2019, Question 7)

8. Section H, ADDENDUM to FAR 52.228-5 requires Medical Liability insurance in rather large amounts. We have not seen this requirement in prior Government solicitations for similar work. Can you please provide further clarification on what exactly is required under this type of coverage (e.g., is this medical malpractice coverage?)? Information will be uploaded to FBO.

9. Do you have to be a cleared facility at time of the award? (Yes)

10. Will there be any consideration given to amend the RFP Evaluation Factors criteria for an “exceeds” rating in any area for demonstrated work? (No)

Q# RFQ Ref Page

Question

11. Instructions to Offerors

89, and

The table on page 89 summarizing the volumes required states Volume II includes TAB-A Experience/Personnel Qualifications and TAB B-Staffing Approach, but on page 91 it states Volume II is comprised of Tab A Staffing Approach and Tab B Management Approach and on page 93 it states Sub-factor 1– Staffing Approach and Sub-factor 2– Management Approach. Will the Government please correct the Table on page 89 to require Tab A Staffing Approach and Tab Management Approach to better align with the Instructions and Evaluation Criteria? (See response to question #4)

13. Instructions to Offerors and

The Table on page 89 requires Offerors to submit Volume III as the Offeror’s Price proposal, which conflicts with page 90, which requires Volume I – General Tab C, Section B (Supplies or Services and Prices/Costs).

Please confirm the Government would like a completed Section B in both Volume I and Volume III? (Yes, Section B is required in Volume I and III)

14. Instructions to Offerors

91 The general outline for Tab A: Staffing Approach sub-paragraphs i. and ii, and Tab B: Management Approach sub-paragraphs i. and ii are identical.

• Is this the Government’s intention for Offerors to present the identical information in both sections? Or is there a different general outline intended for Tab A: Staffing Approach?

o For the Government’s convenience, we recommend changing Tab A requirements to align more to Section M. This includes our recommendation to:

Remove sub-paragraph i. and ii. From Tab A: Staffing

Requirement and KEEP both sub-paragraphs i. and ii. in Tab B: Management Approach.

Under Instructions to Offerors on Page 91 add “TAB A: i.

Staffing Plan, that identifies the proposed staff required to fulfill tasks outlined in this requirement to include the labor categories, number of personnel proposed” since this aligns as written in Evaluation Factors.

Under Instructions to Offerors on Page 91 add “TAB A: ii.

Staffing your methodology and approach used to determine LCATS, and Job qualifications/certifications associated with each labor category to meet PWS requirements” since this aligns as written in Evaluation Factors.

TAB B: Remain as written

• Currently the solicitation instructs offerors to include an organizational chart identifying only the management structure of key personnel in the organizational chart. In order for the Government to fully understand the management structure, will the Government allow Offerors to present an organizational structure which includes all proposed personnel (key and non-key personnel)? (Refer to response for question #4)

15. Instructions to Offerors

91 The general outline for both Tab A Staffing Approach and Tab B: and Management Approach sub-paragraphs i. states “An organizational chart identifying the management structure of key personnel with a description of roles and responsibilities required to fulfill the tasks outlines in this requirement.”

To ensure Offerors fully understand the requirement, will the Government revise it to read as follows: “An organizational chart identifying the management structure of key personnel with a narrative description of roles and responsibilities required to fulfill the tasks outlined in this requirement.” (Refer to response for question #4)

16. Evaluation 95 Factor II: Price (b) conflicts with the current requirement in Section B for a base year and four option year. It currently states “… the offeror's total price for the purpose of evaluation will include the base year and two option years, and 1/2 of the second option year. ….” But should be changed to read “…the offeror's total price for the purpose of evaluation will include the base year and four option years, and 1/2 of the fourth option year. ….” (Refer to response for question #4)

17. Evaluation 95 Factor III: Past Performance currently states “The Past Performance evaluation will assess the offeror’s probability of meeting the solicitation’s requirements as indicated by that offeror’s record of past performance….”

To ensure the Government receives offers from experienced and qualified offerors, we respectfully ask the Government to add to this language to the following evaluation criteria “The Past Performance evaluation will assess the offeror’s probability of meeting the solicitation’s requirements as indicated by that offeror’s record of past performance with projects of similar scope and complexity”. (Please refer to Amended Solicitation dated 4 Sept 2019 Section M 52.212-2 Volume IV)

18. PWS 1.6.3

and 1.6.4

9 1.6.3 indicates “Contractor may be required to perform services on holidays” and

1.6.4 indicates “The Contractor is responsible for conducting business functions, between the hours of 7:30AM- 4:30PM, Monday thru Friday, except Federal holidays...”. The PWS was not updated from the last Q&As during the Draft

RFP.

Can the Government confirm that contractors ARE NOT required to perform services on holidays? (Discrepancy corrected with amendment 0002.)

19. PWS 1.6.8 12 The PWS has the same reference PWS number for two different paragraphs.

Does the Government intend to number ‘Special Qualifications’ as 1.6.9? (Yes, CompTIA A+ should be 1.6.9)

20. PWS 1.6.15 14 States “Contractor and Sub-contractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. …..

prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.”

Due to the nature of work described in the PWS “IT and AV support services”, this OCI wording is not relevant and imposes restrictions on WOSBs.

Can the Government clarify what PWS scope/tasks offerors IT technicians will perform that require them to have “access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services…”, thus preventing them from participating in subsequent requirements?

Will the Government remove this clause since the scope of work doesn’t include participation in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5? This has been removed. There is no requirement for their participation)

21. PART 4, 4.2 21 Will the Government allow contractors to start with an NACI or Interim Secret Clearance? (YES)

Rationale: PWS 1.6.25 indicates CACs may be issued with a minimum of a NACI, and “at the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled NACI a the OPM”, therefore a minimum of a NACI to start on contract reasonably aligns with this requirement and allows for a broader reach into skill sets. (There will be an additional System Administrator (SA) card issued once the SECRET CLEARANCE IS COMPLETED to perform higher level administration. This is mandatory for all IT Specialist government or contractor.)

22. PWS Part 5, 5.1

22 The PWS states “The Contractor shall provide the required support services on a wide range of IT and AV issues; to include the interpreting IT policies, standards and guidelines; conducting analyses and recommending resolution of complex issues affecting the specialty area(s) such as unique training applications and evaluating new or enhanced approaches to delivering IT services; testing and optimizing the functionality of systems, networks, and data; …… ensuring optimal use of commercially available products; …… preparing and presenting reports; representing the organization in interactions with other organizations; and/or providing technical leadership on group projects. Conducts preventive maintenance and repair on IT and AV equipment.”

To ensure the USACHCS has the right technical skill-level/experience required to meet its objectives in a lowest-price technically-acceptable procurement, can the government please:

• Provide insight into the historical number of IT and AV incidents/tickets on a monthly basis? Generally, what types of issues are received on a monthly basis? (routine work order email, issues, updates to software/hardware, Monitors, projectors, etc.)

• The PWS mentioned unique training applications. Can the Government please identify what are the unique training applications (name/type) currently in use? (MAC, Adobe Creative Cloud, etc., for updates only)

• In addition to working in a MS 7 and 10 windows-based environment, what other types of systems require testing and optimization? Which commercial network is currently in use)? (This applies to imaging/updates to systems according to regulation and guidance given by the Network Enterprise Center (NEC) personnel). Which commercial network is currently in use) (Spectrum) Is support required? (Only updates and routine support)

• Can the Government please clarify what organizations in which the successful offeror is required to interact? (United States Army

Chaplain School (USACHCS)/Office of the Chief of Chaplains(OCCH)

• The PWS requires technical leadership and due to not having insight into the types of group projects, can the Government please provide what level of IT Technicians and how many years’ experience are required to support this scope OR share what types of group projects are historically supported/anticipated? Equivalent to GS-2210-11 Level II.

• Clarify if contractor’s technicians require knowledge of crypto keying functions of equipment for secure video teleconferences? N/A, the only requirement is to access a cypher lock and or safe.

23. PWS Part 5, 5.1

22 The PWS states “The Contractor shall provide …… identifying and defining business or technical requirements applied to the design, development, implementation, management and support of systems; ensuring optimal use of commercially available products; evaluating proposals for the acquisition of IT products or services; …..”

Can the Government clarify, what type of proposals will our IT technicians evaluate with regards to acquisition of IT products or services? In what circumstances would this level of support require? (Equivalent to GS-2210-11)

Is this with regards to only external Tier III AV vendor support or IT Infrastructure support? (IT Infrastructure support only. This is in regard to work performed based on products received for complete functionality

Can the Government change this to “identifying and providing business or technical insight applied to the implementation, management and support of systems; ensuring optimal use of commercially available products” and remove “evaluating proposals for the acquisition of IT products or services”?

(YES)

24. PWS Part 5, 5.2

22 The PWS indicates “The Contractor shall install, configure, troubleshoot, and maintain hardware and software to ensure the availability and functionality of systems; Controls current versions and future releases of applications software, and documents the physical configuration of the information system; Optimizes the functionality of systems; and diagnoses and recovers failed systems.”

Can the Government provide a complete list of the hardware and software (with versions) the USACHS is currently using? (N/A. This is a new requirement. )

25. PWS Part 5, 5.3

22 The PWS requires and states “The Contractor shall provide Customer Support:

Comprehensive knowledge of, and skill in applying a wide variety of applications, operating systems, protocols, and equipment used in customer organizations; and methods and practices for troubleshooting, recovering, adjusting, modifying, and improving IT systems and provide advice and assistance to customers; troubleshoot complex problems; and provide support in a manner that minimizes interruptions in customers' ability to carry out critical business activities.”

For the contractor to provide comprehensive knowledge, advice, and skills to meet PWS requirements, can the Government define what are the “wide variety of applications”? What applications, equipment, and IT systems are currently in use (or referred to in the PWS 5.3) at USACHCS? (Industry standard)

26. PWS Part 5, 5.4

23 The PWS requires and states, “The Contractor shall provide a variety of services essential to the performance of installed systems. Monitors the availability and functionality of networks and systems, and detects and reports problems; participates in testing and installing systems modifications and upgrades; provides information and assistance to customers on using installed systems; and participates on teams responsible for implementing major systems changes. Exercises judgment to identify, determine the nature and potential sources of, and select appropriate actions in response to problems;

evaluate test data; and anticipate customer's needs for information and assistance. Work ensures optimal availability, interoperability, and functionality of systems installed in customer organizations.”

Similarly, for the contractor to effectively provide a variety of services to meet these PWS requirements with the appropriate LCAT and skillset, can the Government please provide clarification on the types/name of installed systems referred to five (5) different times in Paragraph 5.4? (All systems are industry standard that falls in line with requirements of certifications)

27. PWS

Technical Exhibit 1

26 Lifecycle Inventory Reports, PWS 5.1:

• Is the contractor required to conduct Lifecyle inventories of equipment or just prepare the report?

• How is the lifecycle inventory currently tracked (database, excel, remedy, RFID, etc.)?

• Is the report generated from a particular database and delivery required via word/pdf or is it manual? (Training will be provided by USACHCS)

28. PWS

Technical

26 Helpdesk Equipment Replacement Reports, PWS 5.1:

• What source is currently used to track Helpdesk Equipment Replacements?

• Will the contractor be notified of a replacement incident via a ticketing system notification or is this manually received / tracked?

• Can the Government identify which the helpdesk ticketing system is in use?

• What format does the Government require the Helpdesk Equipment Replacement Reports? (Training will be provided by USACHCS)

29. PWS

Technical

27 Submits and tracks Customer Request work orders, PWS 5.3:

• How does the contractor get notified of a requirement for Customer Request work orders? (Via email, in person or phone call)

• Can the Government please clarify whether the contractor submits and tracks Customer request work orders only upon request from the COR?

• (Contractor will submit, track and provided support via helpdesk inquires based on email, phone call or in person)

• Or is the contractor required to submit and track Customer Request work orders upon notification of an incident/work order requirement?

• Does the contractor submit ALL Customer Request work orders on behalf of the User, or does Users submit a Request for Work Order via a ticketing system through AESD or the NEC (e.g. Remedy)? (IT Team submit and track all work orders)

30. PWS

Technical Exhibit 4

30 The embedded DD 254 was not accessible in the solicitation document. Can the Government please send the DD 254 to Offerors?

DD254 was added to FBO with amendment 0001 of the solicitation.

31. 1 - General Information

1.6.7.1. All contractor personnel with access to Government information systems and networks shall successfully complete all required information assurance (IA) awareness training as specified in AR 25-2, DODD 8570.01, DoD 8570.01-M

• Typically for privileged access, contractor staff need a minimum of IAT- II Security+. Will the contractor’s staff require privileged user access?

• If so, will the contractor’s staff require IAT-II Security+ for privileged access to Government systems? (A+ is required. ?

32. Technical Exhibit 2 - Deliverables Schedule

Submits and tracks Customer request work orders

Are the referenced "work orders" tickets from the NEC or does USACHCS use separate ticket system? (both, training provided on USACHCS helpdesk tickets)

33. 1.2 - Background

16 classrooms, seven conferencing areas, one conferencing auditorium and two SIPRnet rooms throughout the school and center that has a wide range of equipment that has to be maintained.

Will the government provide a complete GFI list of all technologies, hardware, software, maintenance agreements, vendor SLAs, and internal OLAs for all equipment the contractor will be responsible for maintaining? (No)

34. 1.2 - Background

16 classrooms, seven conferencing areas, one conferencing auditorium and two SIPRnet rooms throughout the school and center that has a wide range of equipment that has to be maintained.

Will the government provide historical and expected usage for the 16 classrooms, 7 conferencing areas, auditorium, and 2 SIPRnet rooms, including number of personnel using the equipment? (New requirement)

Will the AV systems be running disparately or networked? (Networked)

35. 5 - Specific Tasks

5.2 The Contractor shall install, configure, troubleshoot, and maintain hardware and software

Does the government have any hardware the contractor will be providing support to that has maintenance agreements that require on the hardware vendor to configure that would void the hardware warranty if the contractor configured it?

(NO)

36. 6 - Specific Tasks

5. 1 The Contractor shall provide the required support services on a wide range of IT and AV issues; to include the interpreting IT policies, standards and guidelines; conducting analyses and recommending resolution of complex issues affecting the specialty area(s) such as unique training applications and evaluating new or enhanced approaches to delivering IT services; testing and optimizing the functionality of systems, networks, and data Training provided by USACHCS)

Will the government provide demarcation for Tier I, II, and III of troubleshooting IT, AV, and Network issues?

37 For Volume I, General:

* The proposal chart in B.1 (preparation instructions) does not list a Tab D. However, Tab D is referred to on pg. 5 as including Section K, reps & certs. Should a Tab D be included?

(Yes, Tab D is Section K, Reps & certs and is included in Volume 1)

* The proposal chart in B.1 (preparation instructions) lists Tab C as Section K/Reps & Certs. However, pg. 5 designates Tab C to include Section B (Supplies or Services and Prices/Costs). What should be included in Tab C? (This will be corrected in the Amended Solicitation)

For Volume III, Price:

* TAB-A is designated as “Section B SF 1449” in the proposal chart in B.1 (preparation instructions). However, the chart in B.1 lists “TAB-B SF 1449” under Volume I. Where should Section B be included in the proposal? Where should the SF1449 be included in the proposal? (There isn’t a TAB A in Volume III)

For Volume IV, Past Performance:

* The proposal chart in B.1 (preparation instructions) does not list a Tab C or D. However, pg. 7 includes TAB C Organization Structure Change History, and TAB D Specific Relevant Contracts Format. Should these tabs be included? (This has been corrected by Amended Solicitation dated 4 Sept 2019)