Call_Center_Q&As_Spreadsheet.xlsx
XLSX spreadsheet 18 KB Posted
- Attached to
- Soldiers and Family Hotline
- Solicitation number
- W9124J-19-R-0006
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Questions & Answers
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Other files
| File | Type | Posted |
|---|---|---|
| Call_Center_Clauses-Provisions_Instructions-Evaluations_Attachment_03_.docx | DOCX document | |
| Call_Center_Combined_Synopsis_Solicitation_.docx | DOCX document | |
| Call_Center_PWS_Attachment_01_.docx | DOCX document | |
| Call_Center_Q&A_Spreadsheet.xlsx | XLSX spreadsheet | |
| Call_Center_CLIN_Schedule_Attachment_02.docx | DOCX document | |
| Call_Center_PWS_Attachment_01.docx | DOCX document | |
| Call_Center_Clauses-Provisions_Instructions-Evaluations_Attachment_03.docx | DOCX document | |
| Call_Center_Wage_Determination_No._2015-5253,_Revision_No._7,_Date_of_Last_Revision_26_Dec_2018_Attachment_04.pdf | ||
| Call_Center_Combined_Synopsis_Solicitation.docx | DOCX document |
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Sheet1
QUESTION # PWS Section / Attachment Page /Paragraph CALL CENTER- QUESTION / COMMENT RESPONSE
| 1 | Can you please indicate the current level of effort (LOE)? Or estimate of LOE? | LOE requires the call center to be staffed 24/7 to take calls from Wounded Warriors and Project Related Calls from outreach activities. Majority of the calls occur during the business hours from 0800-1700 hours. Outgoing calls for outreach (surveys, projects, and case follow-ups) are the higher volume. | ||
| 2 | Is the current incumbent requirement for 24 x 7 operations? | Yes. | ||
| 3 | You indicated the call volume average to be 500 calls per week, can you provide the approximate length of each call? | Length is 5-6 minutes for incoming and 1-2 minutes for outgoing calls. This can fluctuate based on mission and outreach activities. | ||
| 4 | Could you please provide estimated call volume by hour segments (e.g., 0800 – 1200, 1200 – 1800, 1800 – 0000, 0000 – 0800) and day (and/or any other factors that create/contribute to variations in volume) , if there are any such discernable calling patterns? | Call volume for incoming and outgoing is estimated at 500 calls per week. Note that call volume can fluctuate based on mission requirements and outreach activities; that is, sometimes lower but mostly higher. | ||
| 5 | Does the requirement for surge support have to be covered on-site in Fort Sam Houston, or could (for example) additional calls be routed to an additional facility? | Yes - The surge will be required for personnel to be on site at Fort Sam. | ||
| 6 | How often and for what duration does the Government expect to require surge call capacity? | Surge is rare - We do not expect much of a surge unless tasked with a critical mission. | ||
| 7 | 5.23 | How often and for what duration does the Government expect to require “outreach activities” (PWS ) and/or any other irregular or “as required” activities? | Outreach activities creates more call volume than incoming calls. Most of the projects are medical related needing a call center to collect information (i.e. Surveys, Public health concerns) | |
| 8 | What SCA categories are currently in use on the existing contract? | Program Manager, GS-12, 84,836 | ||
| Shift Leader, GS-09, Step 5, $58,498 | ||||
| Contact Representative, GS-07, Step 5, $47,825 | ||||
| Jr. Contact Representative, GS-06, Step 5, $43,039 | ||||
| 9 | Synopsis | 7 | Synopsis States that "….the Contractor shall provide all personnel, equipment, tools, materials, supervision, and other items and non-personal services necessary to perform…"; while Part 3 of the PWS states that the government will provide all such support on-site. Should para 7 of the Synopsis be deleted? | Paragraph 7 of the Combined/Synopsis will be revised to read as "The contractor shall provide all personnel and supervision to perform call center operations for all incoming and outgoing calls to include case referrals through emails, website inquiries and other non-personal services necessary to support for the Army Wounded Soldier and Family Call Center." |
| PWS Part 3 | Page 14, Para | |||
| 3.1 & 3.3 | ||||
| 10 | PWS Part 1 | Page 2, Para 1.3.1 | Scope sentence 3 states: "Incoming call volume is estimated at approximately 500 calls per week." This is the sole reference to call loading we can find in the RFP materials and is insufficient to determine staffing levels. Please provide call record details (time of day, number, duration, etc.) or expected staff per shift in order to appropriately staff this work center. | Same Answer to Question #1 and #4. |
| 11 | PWS Part 1 | Page 3, para 1.5.2 | It appears that the Program Manager is a degreed professional and, IAW 29 CFR part 541.301 Learned Professionals, is not subject to the provisions of the SCA. Please provide the appropriate statement excluding this position from the SCA. | PWS will be revised to include the following language "Per 29 CFR par 541.301 Learned professionals is not subject to the provisions of the SCA." |
| 12 | PWS Part 1 | Page 3, para 1.5.2 | Shift Leader Qualifications states "...4 years Military/Veteran Dept…." | Correct. PWS corrected. |
| 13 | Atch 3 | Sub Factor 3, Top of page 10 | States Shift Leader Qualification: "…5 years Military Medical/Veteran Department…". Which is correct? | Incorrect. Attachment 03, Clauses/Provisions and Instructions/Evaluations is corrected to reflect what the PWS states; that is, 4 Years. |
| 14 | Atch 3 | Subfactor 3, a. | Last part of this sentence states: "..(e.g. Program Manager and shift leaders)." Do you require qualifications to be stated for all possible shift leaders in our company, or just a representative? | All Program Managers and Shift Leaders must meet the Qualifications stated in the PWS. By contrast, offeror will be evaluated using the criteria under Addendum to FAR Clause 52.212-2, “Evaluation Factors for Award”. |
| 15 | Will the Government provide the number of FTEs and labor categories on the current contract? | Acquisition is Performance-Based and each Offeror must determine staffing levels to meet the service requirements. | ||
| 16 | Is the Government wanting Resumes to demonstrate the qualifications of perspective personnel for the new effort? | Resume are not required. | ||
| 17 | If the Government requires resumes, will the Government extend the submission deadline to 17 August in order to allow for the identification of personnel with the required experience? | Same Answer to Question #16. | ||
| 18 | PWS 1.3.1 | PWS pg 2 | Approximately 500 calls per week - what is the call duration by type? | Same Answer to Question #3. |
| 19 | PWS 1.3.2 | PWS pg 2 | How many Shift Leads are currently performing on this contract? | Acquisition is Performance-Based and each Offeror must determine staffing levels to meet the service requirements. |
| 20 | PWS 1.3.2 | PWS pg 2 | Are Shift Leads required for Saturday and Sunday? | No. |
| 21 | PWS 1.3.3 | PWS pg 2 | What is the amount of time currently spent on administrative duties? | Acquisition is Performance-Based and each Offeror must determine staffing levels to meet the administrative duties called for in the PWS. |
| 22 | PWS 1.5.2 | PWS pg 3 | Are resumes required for all Key Personnel? | Same Answer to Question #16. |
| 23 | 1.2 | 2 | What specific technical support is being requested? | No specific support other than any technical process that is developed by contractor to be understood by the government (i.e., tracking of calls and data collection methods). |
| 24 | 1.3.1 | 2 | Is there already a dedicated 800# call line? In addition, does the contractor pay this cost, or the gov't? | Yes. There is a dedicated 800 call line and the government pays, not the contractor. |
| 25 | 1.5.1 | 3 | Is a medically trained RN or otherwise required for the Program manager or shift leader role? If yes, please provide additional experience required such as type of degree or experience in which type of clinical setting | No. Qualifications for Program Manager and Shift Leader are spelled out in the PWS. |
| 26 | 1.6.13 | 9 | How often is travel required, to which location, and what specific contractor incumbent or incumbents? | Travel very limited, however, funding is made available should travel become necessary. |
| 27 | Is all GFE such as computers, network, and on-call telephones provided to team members, or does the contractor have to acquire these for each incumbent on the program at contractor cost? | Government will provide all facilities, computer equipment, phone, fax, furniture, forms, and regulatory materials to support this requirement of operations. | ||
| 28 | What tools for analytics, reporting, event monitoring and triage are used today on the program? Are there any requirements to acquire additional technologies for the program, and does the gov't expect the contractor to purchase these tools if approved at the FFP cost, or additional cost associated? | No additional technologies for purchase are required. Basic reporting of call volume and other ad-hoc reports created from government furnished software is sufficient. The technology the call center currently uses is AVAYA for the phone system and TR600 for the recording technology. | ||
| 29 | How many calls are received during normal business hours, and after business hours vs. just appx 500 daily rate provided? | Same Answer to Question #1 and #4. | ||
| 30 | Is there a minimum staff requirement on-site during business hours vs. evening and grave yard shift? | No minimum staff requirement, but on-site coverage must be covered 24/7. | ||
| 31 | Does the gov't have 3 shifts per day currently, or 2 12 hour blocks? | 3 shifts, 24/7. | ||
| 32 | Is this call center 100% phone based or will agents be required to handle incoming email and text messages? | The call center utilizes a combination of phone and e-mails. No text messages are used. |
33 Is there call center technology currently in place (e.g., ACD, CRM, call monitoring, call recording)? The technology the call center currently uses is AVAYA for the phone system and TR600 for the recording technology. It should be noted that the contractor shall provide all personnel and supervision to perform call center operations for all incoming and outgoing calls to include case referrals through emails, website inquiries and other non-personal services necessary to support for the Army Wounded Soldier and Family Call Center.
| 34 | Atch 4 - WD | Since this is an SCA contract, a WD was provided, and EO 13495 applies, please provide the duty title and anniversary dates for all employees to ensure we meet the Vacation requirements in our price. Also, please list any vacancies. | Once Award is made, the successful offeror will be able to request such information from the Incumbent. | |
| 35 | Synopsis | Is this new or ongoing work? If ongoing/follow-on, please provide the name, contract number and value for the incumbent for this project. | This is a follow-on contract. Incumbent is 360 Patriot Enterprises dba Patriot Enterprises. Contract Number is W9124J-16-C-0050. Contract Value is currently at $1,385,297.66. | |
| 36 | Atch 3 | Page 2 FAR 52.222-42 | Noted FAR clause is listed, but the Statement of Equivalent Hires is not present in the documents provided. Please provide the FAR Clause content as it related to each position on this contract. | Same Answer to Question #8. Note that FAR Clause 52.212-5, is hereby provided in full text (See Attachment 03, Clauses / Provisions and Instructions / Evaluations). |
| 37 | Atch 3 | 1. Page 3, para 52.212-1, (c) and 2. Page 7, Para A. 2 | 1. "Period for acceptance of offers. The offeror agrees to hold the prices in its offer firm for 90 calendar days" 2. States "...the proposal shall remain valid for 60 days…" Which is correct? | Attachment 03, Clauses/Provisions and Instructions/Evaluations will be corrected to reflect a 60 day Period of Acceptance of Offers. |
| 38 | Atch 3 | page 13, Factor 3 - Price | It appears that you are only requiring the final CLIN rates be provided for evaluation. Since you will be providing a 52.222-42 Statement of Equivalent Rates, do you require a full price buildup to portray the WD LCAT selected and all loading factors to determine that an offeror has in fact followed SCA rules for paying employees? | Correct. Full price buildup is not required. The Government reserves the right to require the submission of Other Than Certified Cost or Pricing Data as deemed necessary to arrive at a fair and reasonable price. |
| 39 | Attachment 3 | Is this a best value effort or lowest price technically acceptable? | The Best Value continuum includes both Tradeoff and LPTA. For this Solicitation, LPTA shall be used. |
Soldiers and Family Hotline Q&A's W9124J-19-R-0006
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