Q&A_24Jul.pdf

1. Will the government provide contract value for the current requirement and the name of the current incumbent?

a. General question

Task Source, Inc. $511,184.10

2. Are all positions to meet this requirement subject to Service Contract Act (SCA) compliance?

a. General question

PWS currently under review

3. Can the government confirm whether they would like a hard copy submission? If so, how many copies of each volume (1) Technical Proposal, 2) Contract Documentation / Cost/Pricing Information, 3) Past Performance) does the Government require?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: Receipt of Offers. “Offers are due no later than 12 August 2017 at

10:00 a.m. Eastern Standard Time to the USPFO-VT Purchasing & Contracting Office, Bldg #3, 789 VT National Guard Road, Colchester, VT 05446-3099. Please send any responses to joyce.l.merrill.mil@mail.mil and Michael.l.follett.civ@mail.mil.”

Offerors may submit via email or hardcopy. Email is preferred. If submitting hardcopy, provide 2 copies each of Volume 1 (Technical), Volume 2 (Cost/Pricing) and Volume 3 (Past Performance)

4. Is there any expected travel to support the Government’s requirements?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 1.6.3 Cost or Pricing Information

There is no travel anticipated for this requirement

5. Is both the Contract Manager and Alternate Contract Manager considered key personnel?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.4 The Technical Proposal shall include the following documents:

a) Resume of Contract Manager and Alternate Contract Manager

Yes

6. Are the resumes for the Contract Manager and Alternate Contract Manager included in the page count limitations?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.4 The Technical Proposal shall include the following documents:

a) Resume of Contract Manager and Alternate Contract Manager

No mailto:Michael.l.follett.civ@mail.mil

7. Are there any other positions that are considered key personnel?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.4 The Technical Proposal shall include the following documents:

a) Resume of Contract Manager and Alternate Contract Manager

Yes. Lead Call Center Coordinator

8. Is staffing providing 24/7 support expected to be on-site at all times (i.e. outside of core hours where majority of inbound/outbound calls occur)?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.4 The Technical Proposal shall include the following documents:

c) on-site staffing plan by shift

Requirement is for 24/7/365 support on site

9. Would the government consider core hours for on-site staffing (ex: 7:00 AM until

10:00 PM Eastern Standard Time Monday through Friday and from 10:00 AM until 5:00 PM Eastern Standard Time on Saturday) and reach-back staffing offsite for non-core hours?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.4 The Technical Proposal shall include the following documents:

c) on-site staffing plan by shift

No

10. Are the letters of intent for key personnel in the page count limitations?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.4 The Technical Proposal shall include the following documents:

c) Letters of intent for key personnel

No

11. If the individuals whose resumes are submitted are employees of the offeror or subcontractor, is a letter of intent still required?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.4 The Technical Proposal shall include the following documents:

c) Letters of intent for key personnel

No

12. How long is the expected Phase-in period?

a. Reference Document: Combined Synopsis Solicitation Call Center_13 Jul

b. Section No: 2.2.9. PHASE-IN PLAN – Explain in detail your Phase-In plan required in accordance with the PWS. Information should address as a minimum;

staffing, management, orientation, equipment, and addressing Quality Control procedures that will be utilized during Phase-In.

The government has no anticipated period for the phase in plan.

13. Is the place of performance at the contractor’s facility or at a designated government site? If services are to be performed at a designated government site, does this site have an established telephony system? If so, what system is it?

a. Reference Document: Attachment 1, PWS VVOT Call Center

b. Section No.:

i. PWS Section 1.1, Scope, “The contractor shall provide all personnel, equipment, tools, materials, supervision, quality control and other items and non-personal services necessary to perform Veterans Call Center Support Services as defined in this PWS, except as specified in Part 3 as Government Furnished”)

ii. PWS Section 1.3.6, Place, Performance of Services & Times, “The contractor shall provide services in support of a call center that operates 24 hours, 7 days a week, 365 days of the year”

iii. PWS Section 3.2, Facilities, “The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment”

Services occur at a designated government site. Phone system is a CISCO product.

14. As the vendor is required to provide shirts (polos and long-sleeved shirts) that display the VT Veterans Outreach logo, should the vendor also provide ODC CLIN amount to support this requirement?

a. Reference Document: Attachment 1, PWS VVOT Call Center

b. Section No.: 4.3. Call Center Shirts, “Vendor provided shirts (polos and long-sleeved shirts) shall display the VT Veterans Outreach logo, with the employee name embroidered on the clothing. The Government shall provide the Outreach logo.”

Should be considered as G&A or overhead

15. What is the current average number of incoming calls per month? What is the number of outgoing calls per month?

a. Reference Document: Attachment 1, PWS VVOT Call Center

b. Section No.: PWS Section 5.2, “There are 46,745 Veterans residing in the state with only 40% of them enrolled in the VA.”

Average number of incoming calls per month is 90. Number of outgoing calls is not tracked.

16. How does the government define “case”?

a. Reference Document: Attachment 1, PWS VVOT Call Center

b. Section No: 5.4.2 and 5.4.3

A case is defined as an action requiring follow up for the client.

17. Does the government have a case management system that they currently utilize to perform these services? If not, can the government define each tracking system currently used?

a. Reference Document: Attachment 1, PWS VVOT Call Center

b. Section No: 5.7 Reporting and Metrics, “5.7.2 Updates and maintains a variety of tracking systems. Tracking systems maintain information such as but not limited to number of calls received, time and duration and types of support requested, and contact information for agencies capable of providing support services to Veterans.”

Email and spreadsheets are currently used to track and report information

18. Do participants currently have unrestricted access (via toll-free telephone and/or online/internet) to the VTARNG outreach call center?

a. General question

Yes, via toll-free number

19. Is the government open to adding additional and/or optional CLINs to account for potential increases in call center support based on successful outreach efforts?

a. General question

No

20. Would the government please confirm the reference to “Past Performance” in section

1.6.1 Page Limitations is referring to Section One of the Past Performance Questionnaire (PPQ)? Are we correct to assume the government would like Offerors to include Section one of the PPQ as an appendix to Volume Three – Past Performance, and this appendix will not count toward the page limit?

a. Reference Document: Combined_Synopsis_Solicitation_Call_Center_13Jul

b. Reference Section: 1.6.1 Page Limitations – Page limitations shall be treated as maximums. If exceeded, the excess pages will not be read or considered in the evaluation of the proposal and (for paper copies) will be returned to the offeror as soon as practicable. Each page shall be counted except the following: cover page, table of contents, tabs, glossaries, past performance, and information sheets.

Remove reference to past performance under section 1.6.1. Past performance information is submitted under Volume 3. Completed Past performance questionnaires do not count against the page limit.

21. Would the Government please confirm if Major Subcontractor’s written consent and letters of commitment count against the 25 page limit for Volume Three – Past Performance? If they do not count against page count, should they be included as an appendix?

a. Reference Document: Reference Document:

Combined_Synopsis_Solicitation_Call_Center_13Jul

b. Reference Section: 1.6.4 Past Performance Information – … If proposed, the Offeror shall also submit the written consent of its major subcontractors to allow the disclosure of its subcontractor’s past performance information to the Offeror.

In addition, letters of commitment shall be included for all major subcontractors for their past performance to be considered.

Major subcontractors written consent and letters of commitment do not count against the page count. Submit as an appendix to Volume 3.

22. Would the Government please confirm if the “Solicitation Number” requested in the PPQ section of Volume Three – Past Performance should be the VT Veterans Outreach Call Center Team Services solicitation number (W912LN-17-R-0004) or the awarded contract number the PPQ is for?

a. Reference Document: Combined_Synopsis_Solicitation_Call_Center_13Jul

b. Reference Section: e. Past Performance Questionnaire. - … The POC list submitted shall include the following fields: Solicitation Number; Company Name; Contract Number, Government Agency, POC Last and first names, Title, telephone number and email address and date email to POC (month/day).

Include the solicitation number (W912LN-17-R-0004) as part of the general heading for the POC list.

23. Does the government want separate binders for each volume?

a. Reference Document: Combined_Synopsis_Solicitation_Call_Center_13Jul

b. Reference Section: 2.2.3 Failure to provide required technical data with proposals may render an offeror’s proposal noncompliant with the solicitation requirements and ineligible for award. The Technical Proposal shall be prepared in accordance with the instructions given in this section and will be evaluated in accordance with Far 52.212-2 Evaluation –Commercial Items and FAR Part 13.106-2 Evaluations of quotations or offers. Technical Proposal binders shall not include price or pricing information.

Yes

24. Would the government be amenable to modifying the proposal due date to a business day? i.e. August 11 or August 14?

An extension to a business day is under consideration

25. How does the scope of work on the VT Veteran Outreach Team Services (solicitation number W912LN17R0003) differ from the scope of work on the VT Veterans Outreach Team Call Center Support Services (solicitation number W912LN-17-R- 0004) contract?

W912LN17R0003 has an outreach team personnel presence within all counties in Vermont and has a proactive location of and outreach to Veterans within their communities and community capacity building to identify resources to assist Veterans. W912LN17R0004 services are more reactive in nature and related to providing support to Veterans making contact with the Call Center and community capacity building to identify emergency support services.

26. What is the governments expectation of collaboration for the awarded offerors for solicitation number W912LN-17-R-0004 and solicitation number W912LN17R0003

a. Reference Solicitation: W912LN17R0003 https://www.fbo.gov/?s=opportunity&mode=form&tab=core&id=67f820456e62135f44a9bf7a7fd11192&_cview=0

There is an expectation of collaboration related to the transfer and updating of information and knowledge related to Veteran cases and community capacity building.

27. In the development of our indirect rate structure, we break out “fringe” only which is inclusive of Workman’s Compensation; FICA; FUTA; SUTA, paid time off and 401K contribution as elements of that indirect rate. We do not break out these elements separately. Would the government allow contractors to revise Attachment 3(a) to combine those columns and replace with a single indirect rate for “fringe?”

a. Reference Document: Attachment 3(a) Labor Detail Costing

b. Reference Section: 1.6.3(c) “The specific direct labor rates utilized to price the proposal must be identified in the cost and pricing proposal only the proposal shall set forth a complete breakdown of the direct and indirect rates by category and the rational thereof”.

See revised pricing workbook

28. Cell A5 is a column header labeled BASE YEAR. Does the government request that we only provide Base Year costs in that attachment or does the government request all contract years be provided in which case the column header should be

CONTRACT YEAR?

a. Reference Document: Attachment 3(b) CLIN Summary Costing See revised pricing workbook

29. The solicitation section 1.6.3 does not include instructions for the completion of Attachment 3(c) Pricing Legend – would the government expand on the instructions for completion of this attachment?

a. Reference Document: Attachment 3(c) Pricing Legend

b. Reference Section: 1.6.3 – all

Attachment 3c removed – see revised pricing workbook.

30. Will the government elaborate on what “documentation” would be required to support the cost summaries provided in Attachment 3?

a. Reference Document: Combined Synopsis/Solicitation for VT Veterans Outreach Call Center

b. Reference Section: 1.6.3(b) “All documentation furnished to support the cost summaries are to be provided in a format chosen by the offeror that is easily traceable to the cost summary sheets.”

None identified – any additional documentation provided by the offeror to support the cost summaries must be traceable to the cost summary sheets.