SOLICITATION NOTICE
R -- Multi-channel Contact Center Services
- Notice Date
- 6/30/2003
- Notice Type
- Solicitation Notice
- Contracting Office
- General Services Administration, Federal Technology Service (FTS), Office of Acquisition (TQ), 10300 Eaton Place, 5th Floor, Fairfax, VA, 22030
- ZIP Code
- 22030
- Solicitation Number
- TQC-RC-03-0001
- Point of Contact
- Robert Corey, Contract Specialist, Phone (703) 610-2024, Fax (703) 610-1664, - Robert Corey, Contract Specialist, Phone (703) 610-2024, Fax (703) 610-1664,
- E-Mail Address
-
bobcorey@gsa.gov, bobcorey@gsa.gov
- Description
- Sources Sought. The General Services Administration (GSA) has a requirement for a full range of multi-channel, contact-center services to manage and operate the General Services Administration's Federal Citizen Information Center (FCIC) National Contact Center (NCC), formerly known as the Federal Information Center, and to provide the same services to other agencies in support the USA Services E-Gov initiative. The scope of work involves providing a wide range of automated and attended information services through multiple communications channels, including telephone, facsimile, postal mail, e-mail, and the Internet. The scope of work is also intended to include support for the requirements of other agencies and organizations with the same or similar programs. The GSA anticipates awarding multiple, indefinite-delivery, indefinite-quantity (IDIQ) contracts to fulfill these requirements. Specific services to be provided include the following: (i) provide a wide range of automated and customer support services, using multiple communications channels, to respond to inquiries about Federal government programs, policies, information sources and agencies from the general public, Congressional offices, business and professional communities, academia, government offices, and electronic and print media. The multiple communications channels include telephone, facsimile, postal mail, e-mail, the Internet, and other media as appropriate; (ii) provide and maintain all required facilities, equipment, software, supplies, and services, to support the automated and customer support services and technical and management functions; (iii) provide sufficient qualified personnel to support all automated and customer support services and to perform all required technical and management functions; (iv) provide services that are fully accessible by individuals with disabilities as required by Section 508 of the Rehabilitation Act Amendments of 1998; (v) perform all technical and management functions needed to plan, design, implement, operate, and manage these services, including, program management, technology management, information management, relationship management support, human resources management, performance management, quality management, management reports, security, contingency and disaster recovery, and value engineering; (vi) provide special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the diverse needs of the Government; and (vii) conduct public outreach and advertising programs which include publishing telephone numbers and telephone directories for agency-specified service areas. Firms that qualify as a Small Business or a Small-Disadvantaged Business under the size standard for the North American Industry Classification System (NAICS) 519190, Other Information Services, ($6.0 million in annual revenue) are encouraged to notify the Contracting Officer within fifteen (15) calendar days from the date of this synopsis with information attesting to their ability to perform the required work. This notification can be up to five (5) pages in length and should include a detailed description of the firm?s capability to provide all services within the scope of work. This capability statement can be sent via E-mail to bob.corey@gsa.gov, or mailed to Robert H. Corey at the street address shown above. The minimum experience requirements for this project are stated below. A draft solicitation, consisting of Sections B, C, G, H, and J, has been posted on the Federal Business Opportunities web site (http://www.fedbizopps.gov). Since a set-aside determination has not yet been made, we are encouraging all potential offerors, both large and small, and other interested parties to assist us in refining our requirements by providing questions or comments concerning the draft solicitation via E-mail to bob.corey@gsa.gov. We will need all such questions or comments by July 17, 2003. In performing this requirement the contractor will provide (i) all necessary personnel, training, supervision, administrative support and management; (ii) all facilities, supplies, equipment and IT hardware and services; (iii) all telecommunications except that provided by the Government, (iv) all software and research and reference materials (except those provided by the Government); (v) current information to the public according to directions provided by the Government; and (vi) a quality control program. The contractor will be able to perform the work requirements of their contract at one work site within the United States, or at multiple work sites within the United States. With regards to the National Call Center (NCC) task, the contractor will be responsible for responding to approximately 2 million telephone and 50,000 e-mail inquiries from the general public annually. Inquiries are on subjects that cover the entire range of Federal activities and concerns and on specific programs supported by the FCIC. Responses are in the form of referrals to other agencies, mailing of printed information, providing information directly, or linking the inquirer and the information provider. The contractor will be responsible for maintaining and keeping current a knowledge base used by the NCC?s information specialists in responding to public inquiries. Among the tasks the contractor will perform are the updating and maintenance of knowledge bases, processing orders for publications, handle liaison with government agencies and with the media. At this time, the NCC is anticipated to be the largest requirement offered as a task order under the proposed IDIQ contracts. However, as the USA Services initiative evolves, other task orders may be issued to support requirements that surpass the scope and/or work volume of the NCC. It is also anticipated that quotations for the NCC requirement will be requested no later than the fourth quarter of fiscal year 2004. Each firm awarded a contract in response to this requirement will be given an opportunity to submit a proposal for the NCC task. In order to be technically qualified for award of an IDIQ contract under this requirement a firm must have had the following experience during the past five (5) years: (i) At least three (3) years of general experience in providing information and referral services similar in nature and scope, and equal to or greater than in terms of monthly work volumes to the NCC?s historical workload mentioned above; (ii) at least one (1) year of specialized experience in providing information services in a multi-media environment, including the use of telephone, facsimile, e-mail, and Web-based media; (iii) at least three (3) years of experience in providing information services in a multi-language environment; (iv) at least three (3) years experience successfully fulfilling the requirements of a performance based contract or similar contractual vehicle; and (v) at least two (2) years of specialized experience in handling case management in an information and referral service.*****
- Place of Performance
- Address: Anywhere with the 48 contiguous states,
- Record
- SN00360402-W 20030702/030630213631 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
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