Attachment 1 - Questions and Answers.docx

Questions to Solicitation W912CN-24-Q-0005 for Time Confirmation, Audit Readiness and Work Management After-Hours Reception Desk Support Services

· I would like to know who the incumbent contractor is and the value of the current contract.

· The previous contract incumbent name is Na Alii Consulting & Sales, who provided services since 2018. Contract value is $1,318,269. However, the requirement has significantly changed and is now considered a new requirement.

· What if we don’t have a Facility Security Clearance (FCL). This means we are unable to hold personnel clearances for employees. While we are able to obtain an FCL, we have not yet been sponsored by a prime.

· Your employees will go through a national Agency Check with Inquiries (NACI) background check when they report for duty.

· Section 8.0 Requirements of the RFQ is written around a 24/7 staffed work reception desk, but the CLIN 002 and title is for AFTER HOURS dispatch support only. Nothing in Section 8.0 describes the after-hours requirement and processes. Can you please clarify this?

· After-hours should be Work Reception Desk Operations. The contractors regular (normal) hours are from 1600to 0700 hours, the work requirement for Work Reception Desk Operations 24 hours a day 7:00am Saturday thru Monday 7:00 am to include holidays.

· Will this contract require the awardee to hire and retain personnel with secret or top-secret clearances?

· No

· Please reconfirm the due date for this procurement by providing it in response to answers to questions.

· Due date for all quotes is 11:00 a.m. HST on 27 December 2023

· Why has this bid been released at this time?

· This is not a bid, however quotes are being requested for the services listed in the solicitation

· Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

· The pricing categories are listed under each CLIN, however you may provide backup documentation

· Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

· Satisfied

· Has the current contract gone full term?

· Yes

· Have all options to extend the current contract been exercised?

· Yes

· Who is the incumbent, and how long has the incumbent been providing the requested services?

· Na Alii Consulting & Sales, who has provided services since 2018

· To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

· As long as the PWS is followed and the requirement is fulfilled location should not be an issue. Some employees will need to be on site to perform contract duties.

· How are fees currently being billed by any incumbent(s), by category, and at what rates?

· Billed via WAWF

· Is previous experience with any specific customer information systems, phone systems, or software required?

· WEBWORKS (DPW Managed system), VOIP Phones and GFEBS (General Fund Enterprise Business System)

· What is the minimum required total call capacity?

· Varies. 5+ calls per day. Some days might be none.

· What is the minimum simultaneous inbound call capacity?

· Varies

· What is the maximum hold time?

· Unknown, varies

· What percentage of inbound calls must be answered by a live operator?

· 100%

· What percentage of calls must be resolved without a transfer, second call, or a return call?

· 25% and may vary dependent on # of calls received

· What is the maximum percentage of calls that can be terminated by the caller without resolution?

· 50% if not an emergency

· Is there a minimum or maximum number of operators and supervisors?

· How many operators or supervisors required is your call. If the PWS is followed correctly the requirement will be fulfilled.

· What are the required language options?

· English

· What is the required degree of dedication for the call center? (Can call centers work on other contracts at the same time as this one)?

· The PWS if followed correctly will ensure the requirement is fulfilled.

· What is the required degree of dedication for the operators? (Can operators work on other contracts at the same time as this one)?

· The PWS if followed correctly will ensure the requirement is fulfilled.

· Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?

· A pre-recorded message might be in place once contract is awarded before caller is connected to the live operator

· What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

· 3 – 5 yrs

· What are the recording and storage requirements for non-phone communications?

· 3 – 5 yrs

· What is the current number of seats for operators and supervisors at your existing call center?

· normally one operator + Supervisor (all after hours, 1600-0730)

· What is the current average wait time for phone calls?

· 2+ mins

· What is the current average handle time for phone calls and other types of communications?

· 2+ mins (varies on the situation)

· What is the current average after-call work time for operators?

· 2+ mins (varies on the situation)

· Over the past year, what is the percentage of calls received in English versus non-English?

· 100% English

· Over the past year, what percentage of calls received were in Spanish?

· 0%

· What time of day, days of the week, or times of the year do calls typically peak?

· Varies, rainy/hurricane season more than other times

Basis For Award

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“Basis for award will be to the vendor providing the lowest quote determined to meet the minimum requirements.”

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of 134 “If competitive quotes are not received, The Government reserves the right to utilize other methods identified in the FAR to determine price reasonableness.”

How is the Government planning to determine if a price is reasonable and fair without Technical Evaluation criteria?

Proposals will be evaluated based on ability to meet the requirements listed in the PWS, a well as price

SF 1449, block 8, Offer Due Date/Local Time

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Block 8 of SF 1449 states the “Offer Due Date/Local Time” as 11:00AM 27 Dec 23”

PWS 4.0 Performance Requirements Summary (PRS) Matrix, Required Service #6 and its respective Performance Standard of 134 “The Contractor shall perform IAW PWS para. 2.3.4.1” PWS para 2.3.4.1 does not exist; did the Government intend to reference PWS para. 2.2.2.1, 2.5.1.2 and

2.5.1.3 for licenses or certificates and PWS para 2.5.2.2 and 2.5.2.3 for training certificates?

Could the Government please confirm?

The Government confirm 2.3.4.1 should be 2.2.2.1 GFEBS Certification

PWS 4.0 Performance Requirements Summar (PRS) Matrix, Required Service #12 and its respective Performance Standard of 134 “The Contractor shall perform IAW PWS, para. 2.2.2.2. 2.2.2.3, 8.1.16” PWS para.

2.2.2.2 Preventative Maintenance Order (PMO shows a “N/A”; PWS 2.2.2.3 Operations Work Orders (OWO) shows a “N/A” and PWS para 8.1.16 does not exist.

Could the Government please clarify whether this requirement is required as part of Scope of Work? And if so, could the Government please clarify the Performance Standard?

Yes, this requirement is part of the Scope of Work. OWO, PMO are part of the GFEBS process. See 2.2.2.4 GFEBS Support 2.2.2.4.1 Database tasks/requirements PMO and OWS.

PWS 6.0 Deliverables, Deliverable A004

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“A004 (PWS para. 2.5.1.3) Physical Security Checklist of Log”

PWS 6.0 Deliverables, Deliverable A005 and Frequency of 134

“A005 (PWS para. 2.5.4.1) Training Completion Certificates” and “Certificates filed within twenty-four (24) hours prior to employees commencing performance.”

Could the Government please confirm the PWS para. referenced should be para

2.5.2 (and all the subsections underneath)? Also, the frequency in which the varying certificates need to be filed is different for each certificate. Could the Government please provide clarification to this requirement?

Confirmed PWS para 2.5.2 and all subsections underneath.

PWS 6.0 Deliverables, Deliverable A007 and PWS para. 2.5.5.2

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of 134 “A007 (PWS para. 2.5.5.2) Recycled or Recovered Products Report and Certification” The PWS para. 2.5.5.2 shows “N/A”

Could the Government please clarify this deliverable requirement?

A007 not applicable to this PWS. Deleted.

of 134 “A008 (PWS, para. 3.1.1.1.2) Damage Report. Did the Government intend to reference PWS para. 3.1.1.1.1?

PWS 6.0 Deliverables, Deliverable A010

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“A010 (PWS para. 3.3.1) Contractor Manpower Reporting Application (CMRA).” The PWS para. 3.3.1 Reporting Labor Hours shows N/A

PWS 6.0 Deliverables, Deliverable A011

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of 134 “A011 (PWS, para. 2.3.1.3) Contractor Vehicles Registration.” The PWS para.

2.3.1.3 does not exist; did the Government intend to reference PWS para. 2.5.1.3?

Could the Government please confirm the PWS para. referenced should be 2.5.1.3?

Confirm PWS para 2.5.1.3. Changed to A010.

PWS 6.0 Deliverables, Deliverable A012

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Technical Exhibit (TE) – 1, DPW Customer Hand Book thru 133 DPW Work Management Section, Page 62 (PDF page 132) High Voltage is identical to DPW Work Management Section, Page 63 (PDF page 133) High Voltage. TE-1 was provided in the pre-solicitation information. It appears to include Pri 2 for High Voltage and has more shops included beyond High Voltage, e.g. Exterior Electric Shop, Carpentry Shop, Locksmith Shop, Mason Shop, Metal Shop, Paint Shop, Roads & Pavement Shop, Grounds Shop, Pest Control Shop, Sewers, Water Plant Distribution Systems – Pools Shop, Service Contracts Elevators, Crane/Hoist Shop, Roll Up Doors Service Contracts, Tree Trimming Service Contracts, Hazwaste Test Services, PTA DPW, Spill & Environmental Emergencies, and Gas/Propane Leaks

It appears only first 15 pages of the DPW Handbook were included as TE-1 Could the Government please clarify whether the DPW Customer Handbook is complete?

DPW Hand book is complete, Contractor will receive updated hand book as needed.

52.217-8 OPTION TO EXTEND SERVICES (NOV 1999)

and

52.217-9 OPTION TO EXTEND THE TERM OF THE CONTRACT (MAR 2000)

page 45 and page 46 of 134 FAR clause “52.217-8 Option to Extend Services (Nov 1999)” states the government may require an extension of performance not exceeding 6 months.

and According to FAR Clause “52.217-9 Option to extend the term of the contract (Mar 2000), (c)” The total duration of this contract, including the exercise of any options under this clause, shall not exceed 60 months. SF 1449 lists CLINs for base year and 4 option years..

Could the Government please clarify whether the total duration of this contract is 60 months for the base year and 4 option years, or 66 months including the 6 months Option to Extend Services clause?

The total duration of this contract will be 60 months, with the option to extend up to an additional 6 months, should the Contracting Officer deem it necessary.

Technical Exhibit (TE)-2, Reception Desk Daily Log Call Log

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page 115 of

PWS para. 8.1.13 states “The log (TE#2)…”, however TE#2 is not included. Management

Could the Government please add TE#2 to the RFQ?

Will provide

Technical Exhibit (TE)-3, Facilities Engineering Work Request

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page 116 of

PWS para. 8.2.3 refers to the Facilities Engineering Work Request (FEWR) (TE- 3), however TE-3 is not included.

Could the Government please add TE-3 to the RFQ?

page 117 of

PWS para 8.2.8, Performance Standard b), refers to the Facilities Engineering Work Request (FEWRS) (TE 4).

Could the Government please confirm that the FERWRS is TE-3?

52.233-2 SERVICE OF

PROTEST (SEP 2006)

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This is an incomplete clause.

Could the Government please provide the fill in information for this clause?

This has been corrected on the solicitation. Please refer to 52.233-2 or the following:

REGIONAL CONTRACTING OFFICE-HAWAII

ATTN: Kulea Division 742 Santos Dumont Avenue Bldg 108, 3rd Floor (Wheeler Army Airfield) Schofield Barracks, HI 96857

252.232-7007

LIMITATIONS OF GOVERNMENT’S OBLIGATIONS (APR 2014)

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This is an incomplete clause.

Could the Government please provide the fill in information for this clause?

These have been switched to reference only. Information will be provided upon award.

252.237-7023

CONTINUATION OF ESSTIAL CONTRACCTOR SERVICS (OCT 2010)

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This is an incomplete clause.

Could the Government please provide the fill in information for this clause?

These have been switched to reference only. Information will be provided upon award.