MODIFICATION
R -- Warrior Call Center - Amendment 1
- Notice Date
- 5/31/2016
- Notice Type
- Modification/Amendment
- NAICS
- 624190
— Other Individual and Family Services
- Contracting Office
- Department of the Army, Army Contracting Command, MICC, MICC - Fort Sam Houston (JBSA), 2205 Infantry Post Road, Bldg. 603, Fort Sam Houston, Texas, 78234-1361, United States
- ZIP Code
- 78234-1361
- Solicitation Number
- W9124J-16-R-0050
- Point of Contact
- Vincent Fontenot, Phone: 2104662209
- E-Mail Address
-
vincent.a.fontenot.civ@mail.mil
(vincent.a.fontenot.civ@mail.mil)
- Small Business Set-Aside
- Service-Disabled Veteran-Owned Small Business
- Description
- Solicitation Questions and Answers Wage Determination Clin Schedule PWS, dated 31 May 2016 Wounded Soldier Family Hotline for HQ US Army Medical Command, Ft. Sam Houston, TX Solicitation Number: W9124J-16-R-0050 Agency: Department of the Army Office: Army Contracting Command, MICC Location: MICC Center- Fort Sam Houston (JBSA) This is the First Amendment for Solicitation Number W9124J-16-R-0050. Due to the number and nature of the questions submitted, the government deemed it necessary to better define this requirement. Significant changes have been made to the combined synopsis/solicitation. Additionally, changes were also made to the Performance Work Statement (PWS). It is the offeror's responsibility to read this amendment in its entirety to include all attachments. Additionally, all answers to the questions submitted are attached. This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. Solicitation Number: W9124J-16-R-0050. This notice shall be considered a Request for Proposal. The solicitation document and incorporated provisions are those in effect through Federal Acquisition Circular FAC 2005-82. This requirement is a Service Disabled Veteran Owned Small Business (SDVOSB) set-aside and only qualified offerors may submit proposals. The North American Industry Classification System (NAICS) code for this acquisition is 624190, Other Individual and Family Services, with a corresponding Small Business Size Standard of $11 million. System for Award Management (SAM) applies to this procurement. You must be registered in SAM in order to be eligible to receive an award from this solicitation. Information on SAM registration and annual confirmation requirements may be obtained via the Internet at http://www.sam.gov. Prospective contractors must be registered in SAM database prior to award. Lack of registration in SAM database will make an offeror ineligible for award. CONTRACTORS MUST COMPLY WITH FAR 52.204-99 System for Award Management (SAM) Registration (August 2012) (DEVIATION). Contract Type: The Government contemplates award of the following contract type: Firm-Fixed Price. Period of Performance: Phase-In: 15 July 2016 to 31 July 2016 (17 days) Base POP: 1 August 2016 to 30 June 2017 (11 months) 1st Option: 1 July 2017 - 30 June 2018 (12 months) 2nd Option: 1 July 2018 - 30 June 2019 (12 months) Questions regarding this Request for Proposal should be directed to the Contracting Officer AND the Contract Specialist via E-mail. For this acquisition, the Contracting Officer is Ms. Maria Cachola, E-mail: maria.d.cachola.civ@mail.mil; the Contract Speciast is Mr. Patrick Devastey, E-mail: patrick.s.devastey.civ@mail.mil. Questions must be submitted no later than 6 June 2016 at 3:00 PM CST, in writing, via email. All proposals shall be received on or before 4:00 p.m. CST on 14 June 2016 via email to Ms. Maria Cachola at maria.d.cachola.civ@mail.mil AND to Mr. Patrick Devastey at patrick.s.devastey.civ@mail.mil. Only proposals submitted via E-mail to both points of contact will be accepted and evaluated. The subject of your email must include your company's legal name, state the nature of your email and include the Solicitation Number W9124J-16-R-0050. For example, the subject of your email should be similar to the following: "Proposal Submission by Company XXX, Solicitation Number W9124J-16-R-0050;" or "Company XXX Question Regarding Solicitation Number W9124J-16-R-0050." File names shall not have special characters or periods (other than to identify the extension, such as.pdf,.doc, etc.) as files may be blocked and deleted by email firewalls. IT IS THE CONTRACTOR'S RESPONSIBILITY TO ENSURE COMPLETE DELIVERY OF QUESTIONS AND/OR PROPOSALS, AND ATTACHMENTS, IF ANY. This RFP includes the following sections and attachments: Section 1: Commercial Item Terms and Conditions Section 2: Addendum to FAR 52.212-1, Instructions to Offerors - Commercial Items Section 3: Addendum to FAR 52.212-2 Evaluation - Commercial Items Attachment 1: PWS/PRS Attachment 2: CLIN Schedule Attachment 3: Wage Determination Number 2015-2521, Revision No. 3, Date of Revision: 02/18/2016 Attachment 4: Questions and Answers Section 1: Commercial Item Terms and Conditions The offeror must comply with the following commercial item terms and conditions: Submission requirements for all offerors are identified by addendum on FAR Clause 52.212-1. Offeror is directed to pay special attention to FAR Clause 52.212-1 and 52.212-2 when submitting proposal. The provision 52.212-1, Instructions to Offerors - Commercial Items, applies to this acquisition (see Addendum in section 2). The provision 52.212-2, Evaluation - Commercial Items, applies to this procurement (see Addendum in section 3). Offerors are reminded to complete Offeror Representations and Certifications on-line at https://www.sam.gov/portal/public/SAM/ prior to submitting an offer as required in provision 52.212-3. The following clauses apply to this solicitation: FAR 52.212-4 Contract Terms and Conditions Commercial Items FAR 52.212-5 Contract Terms and Conditions Required to Implement Statutes or Executive Orders-Commercial Items, and the additional FAR clauses cited in the clause are applicable: FAR 52.204-10 Reporting Executive Compensation and First Tier Subcontract Awards FAR 52.204-14 Service Contract Reporting Requirements FAR 52.209-6 Protecting the Governments Interest When Subcontracting with Contractors Debarred, Suspended, or Proposed for Debarment FAR 52.209-9, Updates of Publicly Available Information Regarding Responsibility FAR 52.219-1 Alt 1 Small Business Program Representation FAR 52.219-8, Utilization of Small Business Concerns FAR 52.219-14, Limitations on Subcontracting FAR 52.219-28 Post Award Small Business Program Representation, FAR 52.222.17 Non displacement of Qualified Workers (May 2014) (E.O. 13495) FAR 52.222-19 Child Labor-Cooperation with Authorities and Remedies FAR 52.222-21 Prohibition of Segregated Facilities FAR 52.222-26 Equal Opportunity FAR 52-222-35 Equal Opportunity for Veterans FAR 52.222-36 Equal Opportunity for Workers with Disabilities FAR 52.222-37 Employment Reports on Veterans FAR 52.222-40 Notification of Employee Rights under the National Labor Relations Act FAR 52.222-54 Employment Eligibility Verification FAR 52.223-18 Encouraging Contractor Policies to Ban Text Messaging While Driving FAR 52.232-33 Payment by Electronic Funds Transfer-System for Award Management FAR 52.222-41 Service Contract Labor Standards FAR 52.222-42 Statement of Equivalent Rates for Federal Hires FAR 52.222-43 Fair Labor Standards Act and Service Contract Labor Standards-Price Adjustment 5152.204-4001 Key Personnel requirements (MAR 2009) (LOCAL CLAUSE) FAR 52.204-9 Personal Identity Verification of Contractor Personnel DFARS 52.201-7000 Contracting Officers Representative DFARS 252.204-7012 Safeguarding of Unclassified Controlled Technical Information DFARS 252.227-7015 Technical Data-Commercial Items DFARS 252.232-7003 Wide Area Work Flow DFARS 252.232-7010 Levies on Contract Payments The following Clauses are applicable in Full Text: FAR 52.217-8 - Option to Extend Services (Nov 1999) The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months. The Contracting Officer may exercise the option by written notice to the Contractor at least 30 days before the end of the contract period. FAR 52.217-9 - Option to Extend the Term of the Contract (Mar 2000) The Government may extend the term of this contract by written notice to the Contractor at least 30 days prior to expiration of the contract period; provided that the Government gives the Contractor a preliminary written notice of its intent to extend at least 60 days before the contract expires. The preliminary notice does not commit the Government to an extension. If the Government exercises this option, the extended contract shall be considered to include this option clause. The total duration of this contract, including the exercise of any options under this clause, shall not exceed 3 years. Section 2: Addendum to FAR 52.212-1, Instructions to Offerors - Commercial Items A. Instructions for Submitting Your Proposal. 1. The selection of a source for award purposes will be conducted utilizing source selection (negotiated) procedures as delineated in FAR Part 15.3. Offers will be evaluated using the criteria under Addendum to Clause 52.212-2, "Evaluation Factors for Award." Noncompliance with the Request for Proposal (RFP) requirements may hamper the Government's ability to properly evaluate the proposal and may result in elimination of the proposal from further consideration for contract award. 2. The Offer. The submission of the documentation specified below will constitute the Offeror's acceptance of the terms and conditions of the RFP, concurrence with the Performance Work Statement, and contract type. 3. It is the Government's intention to award without discussions. Offerors are encouraged to present their best technical proposal and prices in their initial proposal submission. However, in accordance with (IAW) FAR Part 15.306, should discussions become necessary, the Government reserves the right to hold them. If this occurs, a competitive range will be determined and Offerors notified. The competitive range may be limited for purposes of efficiency IAW FAR Part 15.306 (c)(2). 4. Instructions outlined in paragraph B below, prescribe the format for the proposal and describe the approach for the development and presentation of proposal data. These instructions are designed to ensure the submission of necessary information to provide for the understanding and comprehensive evaluation of proposals. 5. If an Offeror believes that the requirements in these instructions contain an error, an ambiguity, omission, or are otherwise deemed unsound, the Offeror shall immediately notify the KO in writing with supporting rationale. The Offeror is reminded that the Government reserves the right to award this effort based on the initial proposal, as received, without discussion. 6. In accordance with FAR Subpart 4.8 (Government Contract Files), the Government will retain one copy of all unsuccessful proposals. 7. All referenced documents for this solicitation are available on the FBO website at https://www.fbo.gov/ Potential Offerors are encouraged to subscribe for real-time email notifications when information has been posted to the website for this solicitation. B. Proposal Preparation Instructions. 1. The Offeror proposal shall consist of three (3) volumes: Volume 1: General; Volume 2: Technical Proposal; Volume 3: Price Proposal. An electronic copy of each volume, as separate attachment, shall be emailed to the contracting officer and contract specialist, identified above, no later than closing date/time of the RFP. Electronic submission shall be formatted to print on either letter (8.5" by 11") or legal (8.5" by 14") sized paper only. All pricing information shall be addressed ONLY in Volume II, Price. Each Offeror is limited to only one proposal. 2. Each volume of the Offeror proposal shall be provided in the number of original and sanitized copies as shown below. Sanitized copies shall exclude any information that would identify them or their company (i.e. name, address, telephone numbers, employees' names, photos, logos, etc.). The sanitized pages shall contain the Offeror Commercial and Government Entity (CAGE) Code on the top right corner of each page of the sanitized technical proposal. All pages of each proposal shall be appropriately numbered, and be identified with the RFP number (W9124J-16-R-0050). A table of contents identifying the major areas by title as well as page number shall be provided with the proposal. Minimum proposal font size shall be 11. Exceptions to this font size may be made for charts, graphs, tables, etc., which shall be not less than font size 8. 3. Page Limit Includes: All appendices, charts, graphs, diagrams, tables, photographs, drawings, etc. Only one side of a page shall be used and have at least 1 inch margins on the top and bottom and 3/4 inch side margins. Page limitation does not include cover pages, table of contents, resumes, and letters of commitment. Pages marked "This page intentionally left blank" will not be counted. 4. Exceptions. Offerors are required to meet all solicitation requirements, such as terms and conditions, representations, certifications, and technical requirements, in addition to those identified as evaluation factors or sub-factors. Failure to meet a requirement may result in an offer being ineligible for award. If the offeror finds it necessary to take exception to any of the requirements specified in this solicitation, the offeror shall clearly identify the applicable Volume and exceptions with a complete explanation of why the exception was taken, what benefit accrues to the Government (if any), and its impact, if any, on the performance, schedule, cost, and specific requirements of the solicitation. Each exception shall be specifically related to each paragraph and/or specific part of the solicitation to which the exception is taken. Offerors are cautioned that taking an exception may render the offer ineligible for award. It is recommended that the Offeror contact the Contracting Officer immediately/prior to solicitation closing upon identifying an area that may result in an exception. This information shall be provided in the format below. Solicitation Exceptions: Solicitation Document: Section B, PWS, Section L&M, etc. Page/Paragraph: Applicable Page and Paragraph Number Requirement/Portion: Identify the requirement or portion to which exception is taken Rationale & Impact: Describe the rationale and impacts of the exception 5. Volume titles and copy requirements are as set forth below: VOLUME TITLE NUMBER OF COPIES ELECTRONIC FORMAT PAGE LIMIT I General 1 Original Adobe Acrobat No limit II Technical Proposal 1 Original 1 Sanitized Copy Microsoft Word or 30 Adobe Acrobat III Price Proposal 1 Original Microsoft Excel No limit 5. All volumes, shall be submitted the format required in the table above. Documents should not be password protected. Offerors shall perform a virus check prior to proposal submittal. 6. The proposal shall remain valid until 30 September 2016. 7. Your proposal shall include the following information: Volume I General The General Volume shall be organized as follows and contain the identified information: TAB A, Exceptions/Assumptions (if required) - Identification and explanation of any exceptions or deviations. Additionally, any assumptions used in the proposal preparation must be identified. TAB B, Section B (Supplies or Services and Prices/Costs) - Section B shall be submitted fully completed and error free. It shall contain the offeror's prices for the established Contract Line Items (CLINS). TAB C, (Representation, Certifications, and Other Statements of Offerors) - The offeror shall include the clause 52.212-3 OFFEROR REPRESENTATIONS AND CERTIFICATIONS from the RFP, and ensure it is thoroughly completed with all blocks in each certification/representation completed truthfully and completely. Volume II Technical Proposal - Factor 1 The proposal shall demonstrate the Offeror's overall understanding of the scope of the services required. The proposal shall contain a detailed narrative fully explaining how the Offeror intends to accomplish the tasks in the PWS with minimum risk to the Government. Offerors are not to merely restate the Performance Work Statement (PWS). Instead, Offerors are required to discuss/describe their individual approach to conducting the technical requirements of the PWS. The proposal shall not merely offer to perform the work in accordance with the solicitation requirements, but shall outline the offeror's actual approach. Volume III Price Proposal - Factor 2 This section shall include Section B of the Solicitation. Offerors shall submit an offer, rounded to the nearest dollar, on all CLINs, including option year CLINs, listed in proposed price schedule at Attachment 2. Offerors must ensure that no pricing information is displayed in the Technical Volume; however, this restriction does not preclude the Offeror from describing staffing levels relevant to the Offeror's proposal. The total proposed amount of each offer will be the sum of the Offeror's proposed prices for all CLINs for the base year and the option years. Plug figures are provided for Travel CLINS. The plug figures are used as estimated values for those CLINS. Only use these figures when preparing your proposal. Failure to use these plug figures could mean that your proposal is non-responsive. Include a total price for the proposal. Offeror shall include a Cost/Price Substantiation Section. It shall be submitted by using the Summary Roll-Up and the Labor Table below. The format shall be Microsoft Office Excel. Files shall not be read only or password protected. All Excel formulas, lookup tables, and links shall be intact, and no links shall exist to files not included with the submission. Excel workbooks shall not contain hidden spreadsheets. PDF or flat files will not be considered adequate. Offerors are allowed to tailor the summary roll-up and labor table if it conflicts with their actual cost accounting practices and indirect rate structure. SUMMARY ROLL-UP Phase-In ____________ Base Year ____________ Option Year 1 ____________ Option Year 2 ____________ Total ____________ CLIN (1) Labor Category _______ (2) FLSA Status______ (3) AWD Code_______ (4) Number of FTEs________ (5) Hours_______ (6) Hourly Rate _________ (7) Fringes and Benefits, OH, G&A, etc________ (8) Total__________ (1) CLIN: The Offeror shall provide the CLIN number being proposed. (2) Labor Category: The Offeror shall identify the proposed labor category. (3) FLSA Status: Refer to the Service Contract Act (SCA) requirements as reflected in the attached Area Wage Determination. (4) Area Wage Determination (AWD) Code: Offeror shall provide the five-digit AWD code for that category. (5) Full Time Equivalent (FTE): Self-explanatory. (6) Hours: Self-explanatory. (7) Hourly Rate: Self-explanatory. (8) Fringes and Benefits, OH, G&A, etc: Payroll Taxes/Insurance may include Federal Insurance Contributions Act (FICA), Federal Unemployment Tax (FUTA), State Unemployment Tax (SUTA), Workers' Compensation Insurance (WCI), General Liability, etc. The Offeror shall identify the applicable rates and any applicable gross earnings CAP limits to which the rates apply. The Offeror shall clearly explain the basis for the proposed rates and provide any backup documentation to substantiate the rates. Because the Labor Table shown above will only provide a summary amount for payroll taxes/insurance per labor category, the Offeror is required to submit a separate spreadsheet that shows the complete calculations for this cost element. There are no page limitations for this volume. Therefore, if a contractor needs to add any other information such as a price narrative, basis of estimate, price justification, etc., they may do so. Past Performance - Factor 3. Offeror is not required to submit Past Performance information. The Government will use information obtained using other sources, such as the Past Performance Information Retrieval System (PPIRS) or similar systems. 8. Failure to furnish a complete proposal, at the time of proposal submission, may result in the proposal being rejected from consideration for award. The Government will not accept any changes to the Offeror's proposal after the closing date and time. 9. Offeror's must identify the RFP number in the Subject Line of the email and should include "# of #" if multiple emails are required for submission of entire proposal. Offerors are advised to submit electronic documents early and confirm successful transmission/receipt. Offerors also may want to consider sending more than one email to ensure size limitations will not hinder transmission. The Government POC will provide a return response signifying receipt of the transmissions. Section 3: Addendum to FAR 52.212-2 Evaluation - Commercial Items 1. The Government intends to utilize the Lowest Priced Technically Acceptable (LPTA) procedures to make a best value award in accordance with Federal Acquisition Regulation (FAR) 15.3, Source Selection, as supplemented by the Defense Federal Acquisition Regulation Supplement (DFARS), and the Army Federal Acquisition Regulation Supplement (AFARS). 2. A decision on the technical acceptability of each offeror's proposal will be made. For those offerors which are determined to be responsible in accordance with the Federal Acquisition Regulation (FAR) and technically acceptable, award will be made to the offeror with the lowest overall price. Trade-offs between price and non-price factors are not permitted. 3. While the Government will strive for maximum objectivity, the technical go/no go process, by its nature, is subjective; therefore, professional judgment is implicit throughout the evaluation process. The Government intends to make an award based on the initial proposal. The Offeror's initial proposal shall contain its best terms from a price and technical standpoint. However, the Government reserves the right to conduct discussions and request final revised proposals if determined by the Contacting Officer to be necessary. The Government may reject any or all proposals if such action is in the best interest of the Government. 4. Award will be made to the responsible offeror whose quotation conforms to all solicitation requirements, such as PWS, representations, certifications, technical requirements, and also provides the best value to the Government based on the results of the evaluation criteria described below. The LPTA evaluation process will be accomplished as follows: 5. Evaluation criteria consist of factors and sub-factors. The proposals will be evaluated under three evaluation factors: Technical Acceptability, Price, and Past Performance. Technical Acceptability is divided into four sub-factors, and each sub-factor shall be evaluated individually. These sub-factors will be rated as Acceptable or Unacceptable upon initial evaluation. A single evaluator's rating may not necessarily disqualify the proposal if that rating, in consensus, is changed. Offerors that receive an "Unacceptable" rating in one or more of the sub-factors will receive an overall rating for this factor of "Unacceptable." An offeror who receives an "Unacceptable" rating as a final technical rating will not receive further consideration for award. See definitions for Acceptable and Unacceptable Technical Evaluation Ratings below: Technical Evaluation Ratings Rating Description Acceptable: Proposal clearly meets the minimum technical requirements of the solicitation. Unacceptable: Proposal does not clearly meet the minimum technical requirements of the solicitation. The evaluation process will consider the following in determining offers Technically Acceptable or Unacceptable. Factor 1: Technical Capability Factor. The Technical Factor evaluation provides an assessment of the Offeror's knowledge and experience in medical call center operations and management. Subfactor 1: Corporate Experience. This sub-factor will evaluate the Offeror's corporate experience and ability to work successfully with Government personnel in furtherance of the call center mission a. Experience in managing and operating a medical call center that relate to medical care or medical administrative issues b. Experience in identifying and documenting best practices in handling caller issues c. Experience in coordinating with government personnel in addressing military/veterans/retirees medical care Subfactor 2: Understanding the utilization of a medical call center to support delivery of military medical care. This sub-factor will evaluate the extent to which the Offeror demonstrates a thorough understanding of the complexity, tasks, and effort required to operate a medical call center in support of the delivery medical care to the military members, their dependents, veterans and retirees. a. Explain how as the contractor what capabilities and skills are need to be able handle a call surge or address new call issues coming into the call center. b. Offeror must be able to demonstrate understanding of the program by addressing the execution of the task found in the PWS Part 5 Specific Task. Subfactor 3: Staffing Plan/Qualifications of Key Personnel. This Subfactor will evaluate the proposed staffing approach and key personnel qualifications that support successful performance. a. The Offeror's shall provide a narrative outlining the staffing approach will be evaluated to ensure it supports successful performance b. The Offeror must provide a proposed Staffing Plan (e.g. personnel experience or qualifications and their personnel availability) to include resumes for all key personnel. c. The proposal shall clearly demonstrate the Offeror's knowledge and years of experience of Key Personnel as listed below: The Program Manager on site shall have the following qualifications: • Minimum of 7 years Military Medical/Veteran Department administrative and/or clinical management experience, or have 3 years military/veteran medical call center management experience. • Possess a Bachelor's degree from an accredited college/university. Each shift shall have a shift leader with the following qualifications: • Minimum of 5 years Military Medical/Veteran Department administrative and/or clinical Team Lead experience and/or 2 years military medical call center Team Lead experience. • Shift leaders will possess at least an Associate's degree from an accredited college/university. Subfactor 4: Quality Control Approach. To be acceptable, the Offeror's quality control approach shall address each of the following elements: a. How the Offeror will monitor the performance of the contract tasks; b. Offeror's internal quality inspection process of deliverables prior to submission to COR to ensure correctness and timeliness; c. How the Offeror will correct any deficiencies identified by internal reviews by the COR. Factor 2: Price. The proposed prices will be evaluated for price realism, price reasonableness and balance in terms of ability to execute the proposed approach for the price proposed. The price proposal will not be given an adjectival rating. The Government may reject an offer as unacceptable if it is materially unbalanced as to the prices for the basic requirement and the option quantities. Evaluation of options shall not obligate the Government to exercise the option(s). The Government shall rank all offers by price, including option prices and extension prices. As part of price evaluation, the Government will evaluate its option to extend services (see FAR Clause 52.217-8) by adding six (6) months of the offeror's final option period price to the offeror's total price. Offerors are required only to price the base and option periods. Offerors shall not submit a price for the potential six-month extension of services period. The Government may choose to exercise the Extension of Services at the end of any performance period (base or option periods), utilizing the rates of that performance period. Factor 3: Past Performance. Under this factor the offers past performance will be evaluated and assessed utilizing the information obtained from Past Performance Information Retrieval System (PPIRS) and any relevant past performance information the Government may obtain from other sources. Past Performance will be rated either acceptable or unacceptable, with no past performance equaling acceptable. See definitions for Acceptable and Unacceptable Past Performance Evaluation Ratings below: Past Performance Evaluation Ratings Rating Description Acceptable: Based on the offeror's performance record, the Government has a reasonable expectation that the offeror will successfully perform the required effort, or the offeror's performance record is unknown. Unacceptable: Based on the offeror's performance record, the Government has no reasonable expectation that the offeror will be able to successfully perform the required effort.
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