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Federal Employee Health Benefits Program Open Season Processing Support and Services

Solicitation Number: OPM3313S0002
Agency: Office of Personnel Management
Office: Facilities, Security and Contracting
Location: Contracting
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Sources Sought
Added: Oct 09, 2013 2:09 pm Modified: Nov 22, 2013 3:17 pmTrack Changes
Purpose and Objective:

This is a Sources Sought Notice to identify small businesses, especially those in the Small Business Administration's (SBA) 8(a) program, that are capable of providing printing, distribution, and processing services in support of the annual Federal Benefits Open Season and other related retirement notices for Federal employees, their dependents and annuitants to be in compliance with the Federal Employees Health Benefits Act (FEHBA) of 1959 (5U.S.C. 8901) and the Federal Employee Dental and Vision Insurance Program (FEDVIP) governed by 5 U.S.C 8955(b) and 8985(b) and Code of Federal Regulations 5 CFR 894.

This notice is issued solely for informational and planning purposes and does not constitute an Invitation for Bids, Request for Proposal, or Request for Quotations. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract, nor do they affect a potential offeror's ability to respond to any future synopsis/solicitation, which may or may not follow or restrict the U.S. Government's eventual acquisition approach. Additionally, the U.S. Government will not provide reimbursement for any information that may be submitted in response to this notice. Respondents are solely responsible for all expenses associated with responding.


The Office of Personnel Management (OPM) Retirement Services (RS) administers the Civil Service Retirement System (CSRS), the Federal Employees Retirement System (FERS) and the health and life insurance programs for former Federal employees, annuitants, survivors and their beneficiaries.

RS is responsible for administering the annual open enrollment period for annuitants participating in the Federal Employee Health Benefits (FEHB) program, which is the world's largest voluntary employer-sponsored health insurance program, providing health benefits for approximately nine million individuals, of which Federal annuitants and survivors make up almost two million. The FEHB program is authorized by the Federal Employees Health Benefits Act (FEHBA) of 1959 (5U.S.C. 8901).

There were an estimated 230 health plan options for annuitants to select from during the 2012 Open Season. Total income for the FEHB Program in FY2012 was over $46 billion, and assets as of September 30, 2012, totaled approximately $81 billion. OPM has contracted with health plans since the inception of the program. These contracts cover the period from January 1st of the calendar year through December 31st. Normally, the Summer before the contract year begins, the Federal Employees Insurance Operations and the Actuaries Group negotiate rates in addition to a wide choice of health benefits coverage for eligible employees and annuitants.

RS needs to acquire the services of a contractor to provide printing, distribution, and processing services in support of the annual FEHB and FEDVIP Open Season and other related retirement notices for Federal employees, their dependents and annuitants to be in compliance with the Federal Employees Health Benefits Act (FEHBA) of 1959 (5U.S.C. 8901) and the Federal Employee Dental and Vision Insurance Program (FEDVIP) governed by 5 U.S.C 8955(b) and 8985(b) and Code of Federal Regulations 5 CFR 894.

Capability Statement / Information Sought:

Interested businesses are encouraged to respond to this notice. However, be advised that generic capability statements are not sufficient for effective evaluation of respondents' capacity and capability to perform the specific work as required. Responses must directly demonstrate the company's capability, experience and/or ability to satisfy the minimum requirements listed below.

Capability Statement Requirements:

OPM is requesting information from vendors who provide services that support administering an employer group's benefits open enrollment period. These services include printing, distribution, and processing services, administrative, technical and customer service support of the following functions:

Open Season Processing Services
Administrative Support
Program Support
Printing and Distribution Services
Customer Service/Call Center/ WEB/IVR Support
Data Transmission and Enrollment Processing Services


Scope. The contractor shall be fully responsible for the printing and distribution of FEHB and FEDVIP materials, data transmission and enrollment processing of annuitants, survivors and dependent requests, including customer service support. Continuity of services must be maintained at the utmost proficiency without interruption throughout the contract period.


Scope. The contractor shall be required to provide administrative support to OPM as may be necessary to facilitate and/or support the open season and/or meet the needs of the annuitants/survivors and participating carriers. The contractor must be fully aware that the basic components of the open season process in terms of the number of plans, options and participants, be fluid, and able to change within the period of the contract requiring the Contractor to add or delete records in its data base, identify affected individuals, and complete special mailings, concurrent with completing the other specified tasks within the strict timeframes and with a high level of accuracy. OPM requires quality standards and timeframes throughout this contract be adhered to strictly.


Scope. The contractor shall provide key personnel (i.e. Project Manager and Programmer/Computer Analyst) necessary to maintain constant communication between OPM and the contractor. The contractor shall work with RS Staff to plan and coordinate all requirements necessary to support the annual Federal Benefits Open Season for CSRS and FERS retirement programs covering approximately 2 million annuitants/survivors participating in the FEHB and approximately 400,000 annuitants/survivors covered by FEDVIP health insurance benefit programs.


Scope. The contractor shall provide management, supervision, labor, materials, supplies and equipment (except as otherwise noted) and shall plan, schedule, coordinate and control all aspects of printing and distributing open season materials to annuitants/survivors. The contractor prints, personalizes, and mails open season materials to annuitants/survivors so that each annuitant/survivor receives health plan information specific to the geographical area in which the annuitant resides. Distribution of materials must be accomplished absolutely within the timeframes specified, so that the annuitant's annuity payments will accurately and timely reflect any health benefits changes requested during the specified period.


Scope. The contractor shall provide the necessary facilities and customer service personnel to support responding to requests by answering telephones, email inquiries, web chats and written correspondence. OPM is receptive to innovative technologies and methodologies, including processing information and change requests using the World Wide Web with the demonstrated capability of successfully performing the specialized functions and addressing security and privacy issues; and at a minimum a toll-free Interactive Voice Response (IVR) technology, Web Chat, Email or other advanced technologies.


Scope. The contractor shall provide management information system reports (i.e. data collection and data reporting) and will monitor and analyze the quantity and type of processing activity performed by the contractor during the annuitant open season. The data collection requirement is of critical importance to the agency's management of future open seasons. For example, the number of annuitants who changed enrollment to a plan whose brochure they requested is useful information when compared to the number of brochure requests for each plan because analysis of the comparison could indicate future trends in annuitant preference for certain types of health plans. The data collection and data reporting required is of two types: 1) continuous, electronic daily reports during open season processing; and 2) an annual written report after open season processing is completed. The contractor is required to have the capability to provide a current Workload and Processing Report upon request from OPM on any given work day. The following are the all reports required during the contract period.

IVR Statistics Report: Submitted on a weekly basis and captured in the annual written, includes the total number of calls, call duration, total number of early hang-ups, total busy time, total call time, total enrollment changes made through IVR, and other beneficial statistical information.

Open Season Survey Results: Submitted on a weekly basis and captured in the annual written, reports the responses to survey questions relating to customer satisfaction.

Reconciliation information: Submitted on a weekly basis, accompanies each transmission to ensure that the number of actions transmitted by the contractor and the number read by OPM are in agreement.

Workload and Processing Reports: Submitted on a weekly basis, the format to be determined after the contract is awarded.

Receipts of written enrollment change requests after the end of the open season (without late authorizations): Submitted at the end of the open season period, includes the number of requests, batched by date of receipt, for each type of request received.

Annuitant Migration Reports: Submitted at the end of the open season period and one at the end of the contract period.

Report of Unprocessed Items: Submitted on a weekly basis, reporting the number of unprocessed action items must be submitted to the COR. The report should estimate the number of pieces of mail on-hand. This estimate should be based on the number of trays of mail or another methodology that has been explained by the contractor and approved by the COR.

Instructions for Responding to this Sources Sought Notice

Information provided in response to this Sources Sought Notice must be submitted no later than thirty (30) calendar days from the date of posting, in the form of a "white paper."

Responses to this notice shall include a Statement of Qualifications/Capabilities Statement package and a cover letter. The cover letter shall, at a minimum, include the following information:

1. Response to Sources Sought Notice OPM3313S0002
2. Vendor's Company Name, Address, Contact Person Information;
3. Vendor's DUNS Number; and
4. Business Size and Size Standard / Classification relative to North American Industry
Classification System (NAICS) code of 518210.

OPM requests that the Statement of Qualifications/Capabilities Statement which is the response to questions below, not exceed twenty-five (25) single spaced pages.

Please note that the collection of this data does not obligate the U.S. Government to the incorporation of the solicited comments in any future procurement action nor does it obligate the Government to the procurement of any services or products related to this notice. Proprietary information should not be included in the responses, further, responses to this notice will not be returned.

Interested parties shall address the following when responding:

1. Provide your company history, including past and present contracts for printing, distribution, data transmission, and enrollment processing, as well as customer service support, services with a Government Agency, Federal Program, and/or large employer group similar to those required under this source sought notice. The information shall also include agency/company name, point of contact with valid telephone number and email address, dollar value, period of performance, contract type, and type of services provided.

2. Describe your company's understanding of OPM's requirements under this notice.
3. Do you intend to subcontract any of the work required? If so, what would your subcontracting plan look like; what percentage of the services would be provided by your company, and which service areas would your company subcontract out? Describe your experience with managing multiple subcontracts.

4. Has your company experienced any problems managing this type of contract? If so, what were the problems, and the outcomes to those problems?

5. Is there any other pertinent information relevant to this notification that you would like for us to know?

OPM may conduct capabilities meetings with vendors that appear to satisfy the requirements as outlined in this notice to clarify any information in their Statement of Qualifications/Capability Statements.
Capability meetings, if required, will be held as follows:

Date: To Be Determined
Time: To Be Determined
Location: 1900 E Street NW
Washington, DC 20415

Each company would be allowed 45 minutes to present information which would be followed by a 15-minute session to address questions.

Information Submission Instructions:

All Statement of Qualifications/Capability Statements sent in response to this sources sought notice must be submitted electronically (via email) to the following:

Terri J. Miller at and Antoinette Campbell at

All responses shall be in MS Word or Adobe Portable Document Format (PDF), and submitted by 10:00 AM Eastern Standard Time (EST) on October 24, 2013. All responses must be received by the specified due date and time in order to be considered.

Additional Information:

There is no commitment by the Government to issue a solicitation, to make an award(s), or to be responsible for any monies expended by any interested parties in support of any effort in response to this sources sought notice. Any information submitted in response to this sources sought notice is a strictly voluntary. This sources sought notice is for information/planning purposes and the Government will not pay or otherwise reimburse respondents for information submitted. It is the responsibility of potential offerors to monitor this site for the release of any follow-on information. All documentation shall become the property of the Government. Unless otherwise stated herein, no additional information is available and any request for additional information will be disregarded.

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Package #1

Posted Date:
November 22, 2013
Description: Summary of Changes
Description: Sources Sought Notice
1900 E Street, N.W., Room 1342
Washington, District of Columbia 20415-7710
United States
To Be Determined

United States
Antoinette M Campbell
Terri J. Miller,
Contract Specialist