Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF MARCH 31, 2013 FBO #4145
DOCUMENT

R -- VESO Call Center Sources Sought Notice - Attachment

Notice Date

3/29/2013
 

Notice Type

Attachment
 

NAICS

624310 — Vocational Rehabilitation Services
 

Contracting Office

Acquisition Service- Frederick;Department of Veterans Affairs;8490 Progress Drive, Suite 100;Frederick MD 21701
 

ZIP Code

21701
 

Solicitation Number

VA79813I0104
 

Response Due

4/4/2013
 

Archive Date

6/3/2013
 

Point of Contact

kevin.armillotti@va.gov
 

E-Mail Address

Contract Specialist Intern
(kevin.armillotti@va.gov)
 

Small Business Set-Aside

N/A
 

Description

The purpose of this amendment is to provide answers to the questions submitted for VA798-13-I-0104. Questions and Answers 1.Where is the location and size of the call center, Albuquerque/Santa Fe? Answer: There is no VA requirement for the facilities to be in any specific location so long as the services are appropriately provided. The size of the call center(s) would be up to the vendor to propose based on the information provided in the solicitation if one is forthcoming. 2.How many chairs will the call center occupy? Answer: How many chairs that a given call center would occupy would be up to an interested vendor to determine in their submittal based upon the information provided in the solicitation if one is forthcoming. 3.Will you consider using several staffing companies such as a primary and a secondary service? Answer: The Government considers the choice of subcontractors to be a vendor decision, holding the prime contractor responsible for management of subs. 4.NAICS- What is this code? We are familiar with SAIC but not this code. Answer: The North American Industry Classification System (NAICS) is a standard industry classification system. 5.What is Independent Clinical Licensure and are we required to recruit? Answer: This is related to mental health services and this credential is required to provide psychological advice in the event a crisis call is received by the call center. The determination of recruitment would be dependent on the vendor's staffing model. 6. The Cover Sheet and Index are one page each in the Sources Sought. The "replies to all of the questions below" are no more than 15 pages. We assume that the Cover Sheet and the Index are additional to the 15 pages to reply to the three questions in the Sources Sought. Is that correct? Answer: Correct. 7.Is this expanded support to an existing service contract or a new contract for these services? Answer: The services currently are being procured through use of an Interagency Agreement. 8.If there is an existing service contract, who is the incumbent and what is the contract/task order number? Answer: The services currently are being procured through use of an Interagency Agreement. VA cannot, however, provide the details of those contract(s) because they are not VA procurement vehicles. 9.What is the number of multiple call centers required and what are their location requirements? Are these locations co-located with a contractor providing services currently or the Government? Will the contractor be expected to support existing call centers, either Government or another contractors, or will they stand up their own call center(s) Answer: Existing call centers are contractor owned. There is no requirement at this time. Call center locations and number would be proposed by the vendor if a solicitation is posted. 10.What are the locations of the current Call Centers? Answer: There is no VA requirement for the facilities to be in any specific location so long as the services are appropriately provided. 11.Please describe the interface/workflow requirements with the existing contractor and/or the Government for the CMS, Security, Hiring Events, Training, Coaching, Call Center operations and Reporting. Answer: The information provided in the Sources Sought is all that the Government is willing to share at this time. 12.The solicitation requests support in identifying enhancements to the Case Management System (CMS), will the Government provide access to the CMS prior to the release of the RFP for an appropriate evaluation of its capabilities? Answer: No, CMS access is limited to authorized government and current vendor staff. Please note, there is no solicitation at this time. 13.What type of CMS is being used and is it Government or Contractor owned? Answer: The CMS is built on the Appian6 platform that has automated the defined Veteran population identification, tracking, and notification processes. In addition, it includes the integration of the case management system to other solution technology components (Monster, PDRI, Three Wire), the VA Human Resources Personnel and Accounting Integrated Data (PAID) system, and VA Training Management System (TMS). This is a Government owned system with some content through subscription from other services. 14.Will the contractor assume an existing case load in the CMS that is pre-populated with records or will this program begin with an empty database or strictly new clients? Answer: Contractor will assume existing caseload. 15.What are the security requirements for the Call Center and for the Staff? Are there any DIACAP requirements? Answer: Contractor staff must complete required training for access to VA information and must successfully complete a low risk background investigation. 16.Support includes participating in Hiring Events - will the Government provide a list of Hiring Events, to include the dates of the events and their locations, that it participated in within the last 12 months and the level of efforts associated with that participation? Answer: There was one hiring event in the past 12 months that was attended by 8000 veterans. 17.Support request includes providing Instructor-led and Web based training - what is the frequency for this requirement and the training topics? Answer: The number of training classes required (both instructor led and web based) would be specified in a solicitation, if issued. 18.Will the Government provide the platform and training modules or will the Contractor be required to host or design and develop training? Answer: The contractor will be provided existing training modules and will be required to design and develop any new training modules. Web based training, once developed, would be hosted on VA's Talent Management System or within the VA for Vets program portal. 19.Requirement asks how our organization will respond to call surges - what is the average monthly call volume? Will the government provide a monthly call volume for the last 12 months? Answer: VA has provided case volumes as part of the sources sought as well as information that volumes may increase per the troop draw downs. 20.What is the anticipated increase (numbers and percent) in monthly call volume, hiring events, webinars, training, coaching, and help desk support due to the impending troop draw downs? Answer: There is no identified number or percentage increase available at this time. 21.If an RFP is expected to be released, what is the anticipated date for release? Answer: There is no anticipated date at this time. 22.What is the anticipated period of performance for this effort? Answer: The anticipated period or performance would be a twelve (12) month base period with four twelve (12) month option periods. 23.What is the anticipated contract type? Answer: Firm-Fixed Price 24.Does the VA have a sponsor in place for this program who is driving this effort and if so, who is it? Answer: The Assistant Secretary for Human Resources and Administration. 25.What technology/application is used for the Case Management System (CMS)? Answer: The CMS is built on the Appian6 platform that has automated the defined Veteran population identification, tracking, and notification processes. In addition, it includes the integration of the case management system to other solution technology components (Monster, PDRI, Three Wire), the VA Human Resources Personnel and Accounting Integrated Data (PAID) system, and VA Training Management System (TMS). 26.Is the VA looking for any specific or preferred certifications? Answer: The VA prefers HDI certification of the vendor's call center(s). 27.Are you able to advise if there is similar or related work being provided? If so, could you please provide the contractor's name, contract number, award date, expiration date, and value? Answer: The services currently are being procured through use of an Interagency Agreement. VA cannot, however, provide the details of those contract(s) because they are not VA procurement vehicles.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/AFMLOVASS/VASSMD/VA79813I0104/listing.html)
 

Document(s)

Attachment
 

File Name: VA798-13-I-0104 A00001 VA798-13-I-0104 A00001.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=680408&FileName=VA798-13-I-0104-A00001000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=680408&FileName=VA798-13-I-0104-A00001000.docx

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN03024300-W 20130331/130329234601-350810057c49abc50ae0fcbcbb23627c (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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