R--Case Management Solution Service (CMSS) - TIERED EVALUATIONS Question & Answer Amendment

5. PROJECT NUMBER (if applicable)CODE7. ADMINISTERED BY2. AMENDMENT/MODIFICATION NUMBERCODE6. ISSUED BY8. NAME AND ADDRESS OF CONTRACTOR4. REQUISITION/PURCHASE REQ. NUMBER3. EFFECTIVE DATE9A. AMENDMENT OF SOLICITATION NUMBER9B. DATEDPAGE OF PAGES10A. MODIFICATION OF CONTRACT/ORDER NUMBER10B. DATEDBPA NO.1. CONTRACT ID CODEFACILITY CODECODEOffers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods:The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of OffersE. IMPORTANT:is extended,(a) By completing Items 8 and 15, and returning __________ copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of theoffer submitted; or (c) By separate letter or electronic communication which includes a reference to the solicitation and amendment numbers. FAILURE OF YOURACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED

FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAYis not extended.12. ACCOUNTING AND APPROPRIATION DATA(REV. 11/2016)is required to sign this document and return ___________ copies to the issuing office.is not,A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT ORDER NO. IN ITEM 10A.15C. DATE SIGNEDB. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by letteror electronic communication, provided each letter or electronic communication makes reference to the solicitation and this amendment, and is received prior tothe opening hour and date specified.C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:D. OTHERContractor16C. DATE SIGNED14. DESCRIPTION OF AMENDMENT/MODIFICATION16B. UNITED STATES OF AMERICAExcept as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.15A. NAME AND TITLE OF SIGNER16A. NAME AND TITLE OF CONTRACTING OFFICER15B. CONTRACTOR/OFFERORSTANDARD FORM 30 PREVIOUS EDITION NOT USABLEPrescribed by GSA - FAR (48 CFR) 53.243(Type or print)(Type or print)(Organized by UCF section headings, including solicitation/contract subject matter where feasible.)(Number, street, county, State and ZIP Code)(If other than Item 6)(Specify type of modification and authority)(such as changes in paying office, appropriation date, etc.)(If required)(SEE ITEM 11)(SEE ITEM 13)(X)CHECKONE13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONSAMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT(Signature of person authorized to sign)(Signature of Contracting Officer)VA121000108-16-2019NONE00101Department of Veterans AffairsVeterans Benefits AdministrationOffice of Acquisition1800 G. Street N.W.Washington DC 2000600101Department of Veterans AffairsVeterans Benefits AdministrationOffice of Acquisition1800 G. Street N.W.Washington DC 20006To all Offerors/Bidders 36C10E19R000708-08-2019 XXX1 a. The purpose of this amendment is to answer questions submitted from industry. Please see the attachedcontinuation page. b. The date and time for the receipt of proposals is extended to 12 Noon (EST), August 23, 2019. c. This amendment shall be acknowledged with your proposal sumission. Van HaleContracting OfficerVBA14L2-0953Page 20 of 20CONTINUATION OF STANDARD FORM 30 (SF 30) BLOCKS QUESTIONS AND ANSWERS AMENDMENT1. Question: Does CMSS have a tie to the Defense Health Agency? DHA initiative to move to Cerner eHR (Electronic Health Records) for patient records, which is what the Veterans Affairs is following. Will this case management system integrate with the future VA s electronic health records or will this be a standalone solution?Answer: This service will be required to integrate with multiple VA/VBA systems to operate effectively. VR&E is unable to determine which external systems integration will potentially happen in the future.2. Question: I am hoping to find out if there is an incumbent contractor currently performing these services, if similar services have been performed in the past, or if this is a new requirement? If there is an incumbent, could you please provide the contract or task order number?Answer: This is a new requirement. There is no incumbent contractor.3. Question: Would VA please confirm if the pricing for the base CLINs (0001,1001,2001, etc.) are meant to be a roll-up of all of the SLINs beneath it? The base CLINs do not correspond to any of the PWS tasks and deliverables.Answer: Price will be calculated by multiplying the quantity for Sub-CLINs 0001AA through 0001AH to yield the total price for CLIN 0001 for the base period of performance. CLIN 0001 is considered to be one (1) job and is reflective of all Sub-CLINs (0001AA through 0001AH) when added together. Option years are structured the same as the base year and will be calculated in the same manner.4. Question: Under the heading 'Data Analysis' regarding PWS-0107 which reads, 'The system shall have within each case status a subcategory as defined by the business. Would VA please clarify how are positive outcomes measured today? What are the key performance metrics?Answer: Positive Outcomes are a combined measure of the number of Chapter 31 Employment Rehabilitations, Continuing Education Rehabilitations, Independent Living Rehabilitations and Maximum Rehabilitation Gains (MRGs: employed, but not suitably employed or employable) and Chapter 18 and 35 Rehabilitations.Other key performance metrics (not related to quality assurance) are:Percent of Active Cases Job Ready DecisionsDays in Each Case StatusPlans DevelopedDays to Entitlement5. Question: Under the heading 'Contact Creation, Profile and Tracking Contact Management' regarding PWS-079 which reads, The system shall allow for scheduling of group and individual appointments. Should the system provide a fully functional calendar management feature set and/or integrate with an existing external calendar?Answer: The system shall integrate with an existing external calendar/scheduling system.6. Question: Under the heading 'Lifecycle Management' regarding PWS-053 which reads, The system shall capture the folder location based on established business rules.': Would VA please confirm which folder is being referred to specifically?Answer: The folder location is a geographic indicator that signifies which regional office has the responsibility for the program participant. 7. Question: Under the heading Data Integration, regarding PWS-0143 which reads, The system shall be able to migrate from CWINRS. Would VA please confirm if the intent of this requirement is to replace CWINRS? If not, would VA confirm what migrate from means in regards to this requirement?Answer: The intent of the CMS is to replace CWINRS, however, it must also interface with CWINRS in order to migrate data and existing information.8. Question: Section 5.2. What are the "current business rules" for participant orientation mentioned in 5.2?Answer: Currently participant orientation is done a little differently in each of VR&E s office but the essential components include: scheduling group or individuals appointments to provide an overview of the applicable benefit program, and facilitating the review and signing of required orientation forms, completion of intake paperwork to collect needed information from participant, and completion of online assessments. 9. Question: Section 5.3. Will VA provide VAEC credits as GFE for the implementation of the SaaS in the VAEC?Answer: VA is not requiring the solution to be hosted at the VAEC.10. Question: Section 5.4. Page 30 of 44 is where the first of 3 images is identified as a requirement. What does the Government mean by images ?Answer: In this instance, the Government is using the term image to refer to documents that are scanned.11. Question: Section 5.5. For the in-person training of 2500 users at the 4 (four) VBA locations, will VA provide GFE laptops or workstations for training participants and instructors?Answer: Contractor personnel will obtain PIV cards upon completion of the security and background investigation phase. Once that is completed, contractor personnel will be granted remote access to connect to the VA Network. Training participants will be comprised of VR&E employees and/or designees; therefore, they will already have GFE. 12. Question: Section 5.5. What is the in-person training seating capacity of the 4 VBA locations?Answer: Projected training sites will be released when appropriate. Capacity within these facilities will be irrelevant to the contractor. VR&E will determine the number of participants per session based on the training plans provided and the complexity of the training. 13. Question: Section 5.5. Does VA require staggered in-person training at the four VBA locations, or does VA require simultaneous training at each of the 4 VBA locations?Answer: The training will be staggered. Training shall not be conducted concurrently at the 4 locations. 14. Question: Regarding Addendum to VRE CMSS PWS section 3 The Contractor shall support the load of the existing data ; what is the approximate size of the existing data in gigabytes?Answer: CWINRS uses many tables in the Corporate Database. Some of them are used exclusively by CWINRS, some others are shared by multiple applications.The case table is the main driving table in CWINRS. It has 1,424,570 rows (records) and the average row length is 215 bytes. The size of case table is 306,282,550 bytes.15. Question: B.5 3.0 Scope of Work: VR&E states that the vendor should "Provide and configure service solution with no custom development as described in this PWS." Currently, no commercial off-the-shelf (COTS) vocational rehabilitation case management software exists that will meet all the VBA VR&E requirements. For instance, meeting the business needs for data exchanges requires at least some customization of a COTS system. Will the VBA VR&E consider allowing customizations to a COTS product as part of this effort? Answer: VR&E will allow any configurations necessary to meet the requirements outlined in the PWS. See question 8516. Question: B.5 3.0 Scope or Work and Addendum 3.2 Transition Out: VR&E states that all deliverables become sole property of VBA and that all customization, specifications, format, and methods for using business rules, and configurations will be transferred to the VBA during a transition out period. As with most COTS systems, our software agreement identifies that all software, documentation, training material, specifications, and customizations made to the software are the sole property of our company. During a transition out period, we will provide VBA VR&E data, but the intellectual property of our company will not be released. Will VBA VR&E reconsider this requirement? Answer: The intent of those statements are to ensure the offeror understands any deliverables under the scope of work completed in this contract become the sole property of the VBA. The data and associated outputs (deliverables) will become the sole property of the VBA. 17. Question: 6.0 General Requirements: VBA VR&E states, "VA personnel shall be able to exercise all required functionality in the solution without the need to modify the standard VA desktop configuration baseline." Our company does not support underlying software versions, browser software versions or hardware that is no longer supported by the manufacturer or publisher. We publish a roadmap of changes with at least six months advance notice of sunset of support for technology. This means that agencies using our software may need to upgrade their technology to maintain support. Will this paradigm fit with the VBA VR&E expectations? Answer: VA works to maintain current software versions on computing platforms that are supported by the software companies. With a total employee population of ~239,299, the updates to systems are scheduled based on the needs of the organization and may not occur at initial sunset. Therefore, the offeror will need to meet the current needs of the VBA and shift to meet our current technology.18. Questions: System For Award Management: VBA VR&E states, "The completion and submission of the items above will constitute a complete proposal and will indicate the Offeror s unconditional assent to the terms and conditions in this solicitation and any attachments hereto. An objection to any of the terms and conditions of this solicitation will constitute a deficiency, which will deem the proposal unacceptable." Because of the short timeline for responding to this RFP and the volume of terms, conditions, security, and compliance documentation to review, will VBA VR&E extend the proposal due date to allow for review of answers to the questions and review of the terms, security and technical requirements included in the RFP prior to the proposal deadline?Answer: The date and time for the receipt of proposal is extended to Noon (EST), August 23, 2019.19. Question: Will the Government grant a two (2) day submission deadline extension to August 21, 2019?Answer: Refer to question 18.20. Question: General: Given the complexity and criticality of our questions, combined with the fact that we have to collect Past Performance Questionnaires, will the government please provide an extension of at least 1 calendar week beyond the date the Government releases answers?Answer: Refer to question 18.21. Question: C.1.5.f, pg. 93: Is it the government s intent that the COTS CMSS will connect into the VA network? If so, is it expected that all contract staff obtain government furnished equipment (GFE) to execute the scope of work under the subject task order?Answer: No, contractor personnel will be subject to a background and suitability investigation. Once completed successfully, the contractors will obtain a PIV card and remote access to the VA network. This can be accessed from contractor equipment. GFE will not be issued. 22. Question: B.5.3, pg. 25 Addendum to VRE CMSS PWS, pg. 87: Given the need to obtain a VA Authority to Operate (ATO) for a system with PII contained within the system, can the government please confirm the CMSS Software as a Service solution must be FedRAMP certified in addition to the hosting environment?Answer: Yes, it must be FedRAMP certified23. Question: E.6 52.212-2 EVALUATION COMMERCIAL ITEMS (OCT 2014), pg. 157: If this requirement is awarded to a SDVOSB, VOSB, or SB under the first three tiers, can the government please confirm businesses who do not align with the socioeconomic designation cannot receive more than 50% of the amount paid by the government to include all licensing and hosting costs?Answer: Refer to VAAR 852.219-10 and VAAR 852.219-11.24. Question: E, Volume II, Management, pg. 146: Can vendors provide resumes even though they are not required? If yes, can those resumes be included as an Appendix outside of page count and be evaluated?Answer: IAW 52.212-1 Instructions To Offerors - Pages in violation of these instructions, either by exceeding the margin, font, printing, or spacing restrictions or by exceeding the total page limit for a particular volume, will not be evaluated.25. Question: Appendix H: Will the government please provide the exact number of integration points for the solution to integrate and the technology of the integration points?Answer: Integration points are dependent on the functionality provided in the proposed solution; therefore, the exact number varies with the solution. Upon award the government will work with the offeror to identify all required integration points for the solution and the associated technology. 26. Question: General: The government s expectations for post deployment support are not clear. Will the government please clarify expectations for support of the CMSS post deployment? For example, does the government expend the offeror to staff a help desk that supports tier 1, 2, and 3 issues?Answer: Refer to question 78.27. Question: E Past Performance, pg. 146: Will the government please confirm that if a joint venture (JV) submits a response to the subject solicitation, the JV itself must have at least one or two past performance that meets the requirements identified for Volume III?Answer: Please refer to Volume III Past Performance - In determining relevancy for individual contracts / task orders, consideration will be given to the effort, or portion of the effort, being proposed by the Offeror, teaming partner, or subcontractor whose contract/task order is being reviewed and evaluated. Relevant experience information that fails this condition will not be evaluated.28. Question: E.6 Technical, pg. 159: Given the visibility of this project, will the government please confirm that the government expects the CMSS to have been deployed for US Federal Customers. This specifically relates to the definition of other Customers and/or Agencies that are similarly situated as the VA/VBA.Answer: The Government expects a COTS SaaS solution based on the information put forth in the PWS.29. Question: E Past Performance, pg. 146: Given the complexity of this requirement, please confirm that at least one or two of the three past performances must be submitted by the prime contractor or joint venture if submitted through a JV.Answer: Please refer to Volume III Past Performance - In determining relevancy for individual contracts / task orders, consideration will be given to the effort, or portion of the effort, being proposed by the Offeror, teaming partner, or subcontractor whose contract/task order is being reviewed and evaluated. Relevant experience information that fails this condition will not be evaluated.30. Question: B.3 PRICE/COST SCHEDULE, pg. 8: For CLIN 0001AA, please clarify if the contractor project management plan is due 30 calendar or business days ARO.Answer: SCHEDULE FOR DELIVERABLESNote: Days used in the table below refer to calendar days unless otherwise stated. Deliverables with due dates falling on a weekend or holiday shall be submitted the following Government work day after the weekend or holiday.31. Question: B.3 PRICE/COST SCHEDULE, pg. 8: For CLIN 0001AA, to complete 4 submissions the last one would need to be before the end of the PoP and not at a regularly scheduled quarterly update. Please confirm if this is the intent of the Government.Answer: The initial submission shall be completed within 30 days of award. The calculations for quarterly updates will be based off of that date. 32. Question: B.3 PRICE/COST SCHEDULE, pg. 8: For CLIN 0001AB,1001AB and so on, please specify the number of calendar or business days the monthly written project progress reports are due for submission after each month.Answer: SCHEDULE FOR DELIVERABLESNote: Days used in the table below refer to calendar days unless otherwise stated. Deliverables with due dates falling on a weekend or holiday shall be submitted the following Government work day after the weekend or holiday.33. Question: B.3 PRICE/COST SCHEDULE, pg. 9: For CLIN 0001AD, 1001AD and so on please provide the number of expected orientation participants to allow for pricing this accordingly.Answer: Based on historical data, VR&E can approximate. Every applicant that is approved for the program could potentially attend orientation. Below are the applicants per annum for the last 3 complete fiscal years.FY 16 - 124,099FY 17 - 102,661FY 18 -110,223 Avg - 112,327 34. Question: B.3 PRICE/COST SCHEDULE, pg. 10: For CLIN 0001AG, the unit is 4 EA, but it's unclear if the Offeror is to price for each of the 4 onsite trainings only? Is VBACO considered a 5th training site?Answer: Yes, VBACO shall be considered a 5th training site. 35. Question: B.3 PRICE/COST SCHEDULE, pg. 13: For CLIN 1001AF, 2001AF and so on is the Government requesting an updated SLA deliverable? Answer: Yes, the SLA will need to be updated/ renewed yearly. 36. Question: B.3 PRICE/COST SCHEDULE, pg. 13: For CLIN 1001AG, 2001AG and so on it's unclear how to price this effort as firm-fixed-price if no target numbers of training are provided. Would the government consider changing this to a T&M CLIN with target numbers?Answer: No the government will not consider a T&M CLIN. The identified training number is 2,500 per the PWS. 37. Question: B.3 PRICE/COST SCHEDULE, pg. 13: For CLIN 1001AG, 2001AG and so on can the Government clarify what's considered a substantial software update to the solution (e.g., is it a COTS version upgrade or any and all changes made to the software in a quarter)?Answer: This should be based on industry best practices with mindfulness to continuity of operations and updated training impacts. 38. Question: GENERAL: Would the Government consider adding a 90-day transition out optional CLIN to ensure continuity at the end of final option period?Answer: No, an optional CLIN will not be added. FAR Clause 52.237-3 Continuity of Services (JAN 1991) is hereby incorporated into the solicitation by reference.39. Question: 2.0 PURPOSE OF THE PROJECT, pg. 24: In the Purpose, it states "The solution should also track all VR&E outreach activities against the contact record." Does the Government require the Offeror to conduct additional outreach activities with Veterans beyond the orientation?Answer: The Government does not require the Offeror to conduct additional outreach activities. Rather, we require a system to document information in relation to outreach conducted to specific potential participants to include demographic information, outreach provided and for case-notes so that if these individuals later become participants the assigned counselor could refer to this information.40. Question: 4.1 PERIOD OF PERFORMANCE, pg. 26: The hours of operation are defined as 7:30 AM EST - 5:30 PM EST. Does the Government require additional technical support hours for the case management solution (e.g., 24/7) or is support limited to within the operational window?Answer: This should be aligned with industry best practices for similar COTS products. 41. Question: 4.3 TRAVEL OR SPECIAL REQUIREMENTS, pg. 27: It states that travel is "not anticipated for the option years." Would the Government consider making travel as part of an Optional CLIN in option periods 1-4 and change it to reimbursable T&M?Answer: No, however, the Government will consider bulk funded travel CLIN for each option year. Exercising of any option period is at the sole discretion of the Government.42. Question: 5.4 SERVICE LEVEL AGREEMENT (Non-IT), pg. 30: Is the Government asking for the Offeror to propose additional service level metrics than what's listed in Section 5.4?Answer: 5.4 Service Level Agreement lists the minimum level of service.43. Question: Appendix B PERFORMANCE REQUIREMENTS SUMMARY, pg. 54: In Appendix B, for the Required SLA service, it states, Measures service availability to ICMHS and end-users" and "99.3% availability for access to all Digital Mail Handling services, images, and related metadata 24 hours per day." Would the Government please update the performance requirement?Answer: The required SLA service is as listed.44. Question: Volume 2 Instructions, pg. 146: It states, "Submit position descriptions for all Key and Non-Key Personnel listed in the solicitation proposed within the proposal." There are no defined key positions. Does the Government have key personnel positions identified or do you require the Offeror to define the positions that are key?Answer: The Government shall not identify the key personnel. Refer to question 93.45. Question: E.5 52.212-1 INSTRUCTIONS TO OFFERORS COMMERCIAL ITEMS (OCT 2018), pg. 155: It states Offerors are encouraged to submit multiple offers presenting alternative terms and conditions. Would this allow the Offeror to include alternative approaches to licensing and services?Answer: IAW 52.212-1 Offerors may submit alternatives - including alternative line items (provided that the alternative line items are consistent with subpart 4.10 of the Federal Acquisition Regulation), or alternative commercial items for satisfying the requirements of this solicitation. Each offer submitted will be evaluated separately.46. Question: Instructions to Offerors, Volume II Technical, pg. 145-146: The instructions to offerors describe specific items to be addressed in offerors proposals; however, Training and Orientation tasks are not addressed. In which volume and section should we address PWS 5.2 (PERFORM PARTICIPANT ORIENTATION AND COLLECT ORIENTATION DOCUMENTS AS A SERVICE (NON-IT)) and PWS 5.5 (TRAINING (Non-IT))?Answer: Training is not a piece of the Technical Evaluation. Pricing for training is required in Line Item 0001AG/1001AG/2001AG/3001AG/4001AG.47. Question: PWS 5.2, Perform Participant Orientation and Collect Orientation Documents as a Service, pg. 29: Is the orientation referred to in the PWS the orientation of project staff to the CMSS project? Or does it refer to VR&E s required orientation delivered to Veterans? If the latter, what are the specific requirements and expectations?Must the orientation be conducted in person at each VBA RO or other locations? If so, how many locations?How many orientations must be conducted per month? Who makes orientation appointments and performs outreach to Veterans?What forms and documents must the vendor collect? How many documents, on average, per month are required for processing?If orientations are conducted virtually, what are the connectivity and other technical requirements?Answer: The offer should provide a solution. 48. Question: PWS 5.5, Training, pg. 30-31: The PWS states: the contractor shall provide web-based training, remedial and virtual training to support identified VA users and external stakeholders. Is it the government s intent that the offeror develop custom e-learning courseware for the CMSS solution to support WBT? If yes:What are the technical requirements for the courseware (i.e., authoring software, SCORM, 508, etc.?What is the level of interactivity required?What platform will be used to provide WBT courseware to end users?Answer: All training developed for this department shall certified 508 compliant. This will require final review and certification by VA for 508 compliance. Training should be Developed in Adobe Captivate and deliverable via VA s Learning Management System (e.g. TMS). There should be the ability for the training team with VR&E Service to update and maintain the course with life cycle maintenance. The source file along with finished product should be provided. What is the level of interactivity required?Answer: The overall training approach should include an introduction of the system and objectives, followed by a theoretical overview and lesson, and Introduction of system, followed by theoretical overview, followed by interaction of learner by:Multiple Choice QuestionsLearner ability to practice procedures in training environment Scenario based questions There should be a test bank for questions developed for pre and posttest. There should be 10 pre and 10 post test questions available for each module, and two iterations of posttest. What platform will be used to provide WBT courseware to end users? Answer: Currently the VA uses the Talent Management System to administer and track virtual training. This is a Learning Management System. There may be changes to the LMS and the WBT should be published, delivered and trackable in the VA LMS. 49. Question: Appendix A: Requirements, pg. 41-52: Is it the government s intent that offerors address how the proposed COTS product meets each technical requirement identified in Appendix A? If yes, will an appendix to Volume II Technical Proposal addressing these items be acceptable given page limits in the technical proposal?Answer: Yes, the Government will increase the page limit by 5 pages. 50. Question: E.6 52.212-2 EVALUATION COMMERCIAL ITEMS: In Sub-factor 2: Management Approach, it states, If applicable, please provide a copy of the certification in reference to ISO/ANSI/ASQ 9001 or equivalent. Would the Government allow the certification(s) to be part of an Appendix and not part of the 30-page count limitation?Answer: Yes an Appendix is acceptable for the submission of certifications in Sub Factor 2 Management Approach, for ISO/ANSI/ASQ 9001or equivalent.51. Question: Appendix A Requirements, PWS-06, pg. 42: RFP states The system shall be able to handle and display a permanent and a temporary data field for things such as address, email address and phone numbers. What are the temporary fields being used for?Answer: The Government references temporary to show that the data in a field may change over time, therefore the first displayed or retrieved data was temporary.52. Question: Appendix A Requirements, PWS-018, pg. 42: RFP states The system shall have the ability to accept applicant data from VA and external VA sources based on established business rules. Can the government enumerate these "external sources"?Answer: VETS.goveBenefitsDigits to Digits (D2D)53. Question: Appendix A Requirements, PWS-020, PWS-021, PWS-022, pg. 42: RFP states: The system shall be able to receive and upload scanned receipts. The system shall be able to receive and upload vouchers. The system shall have the ability to receive class schedules and progress reports from training facilities. Do these requirements have interface components? What is meant by receive ?Answer: Yes, there will be interface components. Receive means these items can be directly input to the system. 54. Question: Appendix A Requirements, PWS-031, pg. 43: RFP states: The system shall have the ability to validate certain actions have taken place. Can the government provide an example of what it is looking for?Answer: For example, prior to a counselor and participant writing a Rehabilitation Plan for services, the counselor must first make a determination on entitlement and complete a written narrative delineating the vocational strengths and needs. The system should ensure that this decision and narrative are documented prior to the creation of a plan for services.55. Question: Appendix A Requirements, PWS-084, PWS-085, pg. 45: RFP states: The system shall have the ability to store national letter templates. The system shall have the ability to allow for the creation of customizable local letters (with local letterhead) by selecting specific fields in addition to free text fields. How many of each of these are there?Answer: There are 37 form letters (standard or national) that are currently used by VR&E. There are 57 Regional Offices that create local letters for multiple purposes. The intent is for the user to have the capability to select a local letter template and populate it with data already populated in the system. 56. Question: Appendix A Requirements, PWS-087, pg. 46: RFP states: The system shall have the ability to save customizable fields within letter template for future access. Can the government elaborate on this?Answer: The user shall have the ability to update and alter stored letters and save them with applicable changes for later use within the system57. Question: Appendix A Requirements, PWS-087, pg. 46: RFP states: The system shall have the ability to take data from the system and fill out predefined forms in Word and PDF. How many forms are there?Answer: There are 56 VA forms that are currently used by VR&E. However, there are some forms that are going to be added, and some that will be removed as those are no longer used or being replaced by existing or new forms. Thus, the number of forms provided herein is an approximation. 58. Question: Appendix A Requirements, PWS-0184, pg. 51: RFP states: The system shall allow payments to be made through IPSS. Is this supposed to be "IPPS"?Answer: Yes, Invoice Payment Processing System, IPPS59. Question: Appendix A Requirements, PWS-0201, pg. 51: RFP states The system shall have customizable instruments for Quality Reviews. What is this requirement?Answer: Currently there are 5 different review instruments, used to review various stages of a case (Application through Plan Development, Case Management, Fiscal Activity, Case Closure, and CH36 Counseling). We need to be able to customize, add, and remove questions as policies or procedures change. Also, we would need to run reports (accuracy scores, trend analysis, etc.) based on the results.60. Question: Appendix A Requirements, PWS-0201, PWS-0204, pg. 51: PWS-0204 seems like a copy of PWS-0201. Is that correct?Answer: Yes, PWS-0201 and PWS-0204 are duplicates 61. Question: Appendix A Requirements, PWS-020, pg. 42: RFP states: The system shall be able to receive and upload scanned receipts. Is the expectation that you can directly scan to the system or rather that the receipts have already been scanned in and you are just uploading them?Answer: The intent was that receipts could be scanned directly into the system. 62. Question: Appendix A Requirements, PWS-048, pg. 44: RFP states: The system shall have defined case status for each benefit program. Does this mean there is a defined workflow for each case type?Answer: Yes, Chapters 31, 35, 18 and 36 have their own defined workflow.63. Question: Appendix A Requirements, PWS-059, pg. 44: RFP states: The system shall be able to manage the Vocational Rehabilitation Panel based on established business rules. What is the Vocational Rehabilitation panel?Answer: The Vocational Rehabilitation Panel is a panel of experts in the field of rehabilitation that are in some cases required and in others optionally referred to for consultation, advice and guidance.64. Question: Appendix A Requirements, PWS-070, pg. 44: RFP states The system shall have the ability to delineate within each chapter and across chapters creating a clear start and stop designated by dates What does this mean?Answer: Since the VR&E offices have multiple programs they are responsible for managing and program participants eligibility for programs can change overtime, we need the system to be able to properly document begin and start dates as they related to each benefit program. For example, we might start working with a Servicemember in the chapter 36 program and during that process they are released from active duty and given a VA disability rating decision which would qualify them for chapter 31. We would need to stop the chapter 36 benefit prior to beginning the chapter 31 benefit and be able to document those dates while still allowing the counselor access to the information gathered and documented while under chapter 36.65. Question: Appendix A Requirements, PWS-081, pg. 45: RFP states The system shall meet all VA s security and data storage policies. Where are these policies?Answer: These policies are identified in section 7.0 Applicable documents in the PWS.66. Question: 5.5 TRAINING (Non-IT), pg. 31: RFP states Virtual training delivery may be recorded during live delivery to VA . Utilizing video, especially in SCORM-compliant segments, may result in large file sizes and the need for bandwidth. Many LMS s are limited in file size and the number of simultaneous users will be affected by the available bandwidth at each facility. We have found that many government facilities do not have the required bandwidth and this issue is compounded by remote users attempting to use VPN. What parameters for file size are offered by the LMS and related facility bandwidth?Answer: We are not aware of specific size requirements for files. However, there should be consideration that many employees are outbased and using VPN to connect which significantly reduces ability for using larger files. There should be the use of still pictures and video demonstrations should not be used if at all possible. 67. Question: 5.5 TRAINING (Non-IT), pg. 30-31: What is the level of interactivity required (based on the Association of Talent Development Standards definitions of interactivity)?Answer: The training should be broken down into a series of modules which form the basis for instruction. Each course has a goal and a series of objectives to reach the goal. Each module consists of a topic(s) that align with specific learning objectives. A modular approach is used for the course design, which generally aligns one learning objective to one topic. Each module is broken down into one or more topics. The topics in each course may use various instructional strategies. In general, each course will be composed of the following components: Module Introduction: The introduction consists of the topics to be covered and associated learning objectives, which tell participants what they will be able to achieve upon completion of the topic and module Information and Process Steps: This section explains the different activities for that specific topic with call out navigational paths and relevant business processes and steps or executing the activitiesDemonstrations: Demonstration of functionality and features presented for each topicSimulations for Hands-On Practice: The training presents embedded activities within topics. The intentions of the embedded activities are to:Allow the participant to practice newly-learned skillsIncrease the participant s attention, motivation, and retention of the materialAssist the participant in evaluating ongoing understanding of the lesson contentKnowledge Checks: The training tool will consist of a mix of the following: steps/benchmarks that each new user must complete to demonstrate understanding. Multiple choice questionsSteps tracking for specific tasks Other Items: New terms, tips and tricks, common errors and other miscellaneous information will also be included where appropriate.68. Question: Appendix C, Acceptance and Acceptance Testing, pg. 57; Appendix C, Deliverables, pg. 57: PWS states that government reserves the right to test for 508 compliance but lists A. Final Section 508 Compliance Test Results as a deliverable. Does every delivered training module go through a VA specific 508 approval process? What is standard review time frame?Answer: Training will require the review and certification of VA 508 compliance. Products should align with the Web Content Accessibility Guidelines. The department for compliance will provide a review and make recommendations. The developer will need to make changes and adjustments to meet 508 requirements as provided by VA 508 technicians. There is a fluctuation in the time it will take to review the courses depending on the length, complexity and other factors. Currently, a developer should allot three weeks for VA review for 508 compliance. The offeror shall provide a 508 compliant product. The deliverable is the test results that 508 compliance was achieved. However, as stated, the VA reserves the right to perform 508 compliance testing for assurance purposes. 69. Question: 5.5 TRAINING (Non-IT), pg. 31; 1001AG, pg. 13: Is there an expectation for knowledge checks within the related web-based training? Is there an acceptable passing percentage before the learner can advance?Answer: Yes, 80%. Trainees will complete knowledge checks throughout the course which will provide real time feedback for correct and incorrect answers and responses. For posttests, the student should expect to complete the test with an 80% or greater pass rate. Individuals that do not meet this requirement should be provided detailed information on incorrect answers and referred to the specific area in the course to review the material. There should not be a limit on the number of times a student can repeat a posttest.70. Question: 5.5 TRAINING (Non-IT), pg. 31; 1001AG, pg. 13: For remedial training, is the expectation that remedial training function similar to "How-To section for the most asked questions and/or provide periodic training on software updates and new features?Answer: We expect that employees will complete the training and have a need to go back to specific sections for refresher training. The training should be broken down into modules to allow the student to return and take a specific part of the training section. This remedial training may be an option for employees to pursue independently or be assigned by management for professional development and improvement of specific areas of the system. 71. Question: Information System Hosting, pg. 93: Please confirm the FISMA level (moderate or high) and the Government s expectations for the FedRAMP hosting environment (e.g., must reside in GovCloud).Answer: FISMA level will be determined through Privacy Impact Assessment, hosting environment must be GovCloud.72. Question: General: Please provide the current size of the database from the legacy case management solution and anticipated growth of the database.Answer: CWINRS is the legacy system and it uses many tables in the Corporate Database. Some of them are used exclusively by CWINRS, some others are shared by multiple applications.The case table is the main driving table in CWINRS. It has 1,424,570 rows (records) and the average row length is 215 bytes. The size of case table is 306,282,550 bytes.73. Question: General: Are there any disaster recovery (DR) requirements for the CMSS and what activities would the Offeror be responsible for to support DR?Answer: As a managed service, the offeror is responsible for disaster recovery plans, processes, and procedures for their service. The Disaster Recovery Plan will be written during the ATO process. The final end-to-end architecture will determine the areas for which the offeror is responsible. 74. Question: General: What are the data retention policies for the CMSS data?Answer: Data retention policies will be specified after the Systems of Records Notices (SORN) for the system has been selected and approved.75. Question: General: Is there a requirement for data encryption at rest?Answer: For information systems that are hosted, operated, maintained, or used on behalf of VA at non-VA facilities, contractors/subcontractors are fully responsible and accountable for ensuring compliance with all HIPAA, Privacy Act, FISMA, NIST, FIPS, and VA security and privacy directives and handbooks. Final determination of this requirement will be specified in the PIA76. Question: General: Please confirm the users who may require help desk support: 2500 counselors? Other VBA staff? Veterans? Other?Answer: Up to 2500 identified users of the system that are either VA staff or contractors.77. Question: General: Is there an established service desk telephone number? If so, will they forward calls over to us? If not, is a 800 number required, etc.?Answer: VA has a Nation Service Desk for help ticket intake, which triages and routes tickets to the appropriate service provider for assistance.78. Question: General: What reporting will be needed from the service desk? Call metrics; Ticket metrics; Customer satisfactionAnswer: Ticket metrics, call metrics, customer satisfaction, repeat discrepancies. 79. Question: General: Can the offeror provide its own service desk ticketing system or does VBA have a prescribed ticketing system?Answer: See question 78.80. Question: General: Is it the government s expectation that the offeror provide tier 1, 2, and 3 help desk services for the VR&E COTS CMSS post deployment?Answer: Refer to question 21.81. Question: 6.0 General Requirements, pg. 31: Can the government please confirm that the prime contractor or, if submitted through a JV, the JV itself, must have an ISO 9001 certification or equivalent?Answer: The prime contractor is responsible for that requirement. If submitted through a JV, the prime shall assume responsibility for actions of any sub-contracted organizations utilized under this award82. Question: General: To what extent is the VR&E stakeholder Enterprise Portal part of this project?Answer: SEP is only involved in this initiative in that it is one potential avenue for intake of applications.83. Question: 3.0 SCOPE OF WORK, pg. 25: The RFP states the service provided shall be accessed and utilized by up to 2500 concurrent VA users. Of the 2500 concurrent users, how many are external users (ex. veterans, providers, POAs, external stakeholders, etc.)?Answer: The 2500 concurrent VA users are comprised of VA internal employees and VA contractors with PIV badges so they essentially access the systems as if they were VA internal employees. 84. Question: The solicitation mentions "no custom development" on p. 25, 1st bullet point. As clarification, our solution has been structured for quite a bit of configuration on behalf of our customers and those configurations are handled cooperatively during implementation and as part of ongoing service and support. Could you define or expand on the requirement of "no custom development" as used in this context?Answer: VA does not consider configuration of a system to be custom development. This initiative is limited to configuration of an existing COTS product. There can be no additional cost to the government for custom development.85. Question: Our solution supports large-scale bidirectional data exchange through both web services and batch SFTP across a wide spectrum of data categories. Can additional information be provided on the data integrations detailed in PWS 0120-0146 in terms of: preferred data exchange method (web services vs. batch), data format (e.g., JSON, XML), and expected volume of data.Answer: Both web services and batch processes are in use in the government environment, data formats include both JSON and XML, volume estimates will be determined as functionality is selected for development and deployment. The government is looking for a recommended solution based on industry best practices.86. Question: Could you clarify the intent of how this case management technology would interact with a benefit processing system? Specifically, in some areas it appears benefits would need to be calculated and paid within the system...in other areas, it appears the case management system would integrate with a separate payment system (PWS 0172)?Answer: The provided system shall have the capability to calculate the payment based on business rules and integrate with IPPS to initiate payment process. 87. Question: Does the customer intend to host the production FEDRAMP Certified Cloud solution in a VA provided environment?Answer: Offeror should not assume that VA will provide an environment.88. Question: What is the timeframe for FEDRAMP certification? At proposal submission or at the Base Year POP begin date (9-27-2019) or the Base Year POP end date (9-26-2020)?Answer: If the offeror does not already have a FEDRAMP certified cloud environment, the process shall begin immediately after award. 89. Question: Page 145, Sub-Factor 1, Technical Approach, 4. Explain how the contractor s proposed solution has the capability to transmit generated documents directly into the VBA designated document repository system of record, ensuring records are securely and accurately transmitted directly to the individual participant folder within the record repository. Request the government provide a description of the APIs available for use that would allow an offers technical solution to electronically transmit generated documents into the VBA designated document repository system of record.Answer: Offeror should provide a solution based on industry best practices.90. Question: Page 145, Sub-Factor 1, Technical Approach, 5. Explain how the contractor s proposed solution has the capability to view documents stored within the VBA document repository of record associated with specific program participants. Request the government provide a description of the APIs available for use that would allow an offers technical solution to electronically retrieve documents from the VBA document repository of record.Answer: Offeror should provide a solution based on industry best practices.91. Question: Page 145, Sub-Factor 1, Technical Approach, 6. Explain how the contractor s proposed solution has the capability to calculate distance between two points and calculate the rate of travel payment payable directly to the participant, based on a defined set of rules. Request the government provide an estimate of the number of time the system will need to "calculate distance between two points and calculate the rate of travel payment payable directly to the participant" in a year?Answer: The government estimates approximately based three times a year for an average 115,000 program participants or 345,000 times a year.92. Question: Page 146, Sub-Factor 2, Management Approach: 3. Submit position descriptions for all Key and Non-Key Personnel listed in the solicitation proposed within the proposal. The position description shall include the minimum education and experience the contractor will provide for each position. The position description shall establish the minimum baseline of education and experience the Government will expect from these positions during the life of the contract. The solicitation did not identify Key personnel positions. Was this an oversight? What is the difference between Key and Non-Key personnel since resumes are not required in response to this solicitation. The stated purpose of the position description was to "establish the minimum baseline of education and experience the Government will expect from these positions during the life of the contract"Answer: Key personnel evaluation/requirement is removed from the solicitation. 93. Question: Page 1, SF 1449, Block 8, Given the complexity and magnitude of this solicitation response, request the government extend the response due date to 10 Sep 2019 in order to allow potential offers the opportunity to response with a with a sound technical solution to the government's requirements.Answer: Refer to question 18.END Contact Information: Van HaleVan.Hale@va.govContracting Officer Office Address :Department of Veterans Affairs;Veterans Benefits Administration;Office of Acquisition;1800 G. Street N.W.;Washington DC 20006 Location: Department of Veterans Affairs Washington Regional Office Set Aside: Service-Disabled Veteran-Owned Small Business