SOURCES SOUGHT
R -- Department of Labor National Contact Center - RFI
- Notice Date
- 4/13/2009
- Notice Type
- Sources Sought
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of Labor, Office of the Assistant Secretary for Administration and Management, Procurement Services Center, S-4306 200 Constitution Avenue, NW, Washington, District of Columbia, 20210-0001, United States
- ZIP Code
- 20210-0001
- Solicitation Number
- DOL099RI20677
- Point of Contact
- Luz M .Torres Hernandez,, Phone: (202)693-7161, William Moses,, Phone: 202-693-4588
- E-Mail Address
-
torreshernandez.luz@dol.gov, moses.william@dol.gov
- Small Business Set-Aside
- N/A
- Description
- Request for Information package, includes draft SOW and Market Survey. Sources Sought Notice for Request for Information (RFI) No. DOL099RI20677 The United States Department of Labor is conducting market research for an upcoming procurement requirement entitled “Department of Labor National Contact Center”, for the Office of Public Affairs (OPA). This procurement requests the potential contractor to maintain operational management of a minimum of three vendor owned/leased contact center locations for the Department of Labor National Contact Center, in addition to technical support services related to the effort. For further information on this requirement’s background and scope of work, please refer to RFI Attachment No. DOL099RI20677 2, entitled “DRAFT STATEMENT OF WORK”. The anticipated solicitation for this requirement will be available on or about May 11, 2009 and will be distributed solely to interested parties. Hard copies of the solicitation will not be available. All contractors doing business with the Federal Government shall be registered in the Central Contractor Registration (CCR) database. The website for registration is www.ccr.gov. All qualified small businesses are invited to participate. Interested Contractors responding to this Request for Information (RFI No. DOL099RI20677) will be required to indicate their ability to fulfill all the requirements that are stipulated below: 1.Demonstrate extensive knowledge and understanding of Contact Center at a national level and public communications with the American public. 2.Present information that shows ability to manage, operate, and train qualified employees for multiple (minimum 3) contact center locations. 3.Demonstrate extensive experience with similar programs that have been successfully managed with an excellent track record and performance in the following areas: •Program / Project Management •Contact Center Operational Management •Public Customer Service Excellence •Customer Service Representative Training •Multiple Work Type Inquiries •System Security Plan, Risk Assessment, Contingency Plan, Disaster Recovery Plan, Security Self Assessment, Certification & Accreditation (C&A), Security Training Plan, Privacy Impact Assessment (PIA), and Risk Assessment 4. Experience performing and maintaining certification and accreditation on Federal major information systems moderate/high in accordance with the Office of Management and Budget (OMB), FISMA and National Institute of Standards and Technology (NIST) guidance. 5. Demonstrate experience in developing, implementing, and project managing contact centers new technology, processes, flows, and procedures for a diverse customer base. 6.Provide evidence of experience in providing the following plans: •Human Resources Management Plan, Operations Management Plan, Knowledge Management Plan, Performance Plan, Service Level Management Plan, Program Management Plan, Conflict of Interest Compliance Plan, Value Engineering/Process Improvement Plan, Management Plan, Disaster Recovery/Contingency Plan, Performance Plan, Service Level Management Plan, Quality Assurance/Quality Improvement Program Plan, and Transition/Phase-In Plan 7.Provide evidence of experience in proper handling of sensitive and Privacy Act protected information. 8.Provide a demonstrated ability to maintain effective working relationships with federal agency representatives. The interested parties who can provide the above mentioned information are invited to submit in writing, within 15 days of the publication of this sources sought notice, a package entitled “Statement of Qualifications / Capabilities Statement” (which must include the contractor’s indication of their ability to fulfill requirements 1-8 specifically stated above). The Statement of Qualifications / Capabilities Statement, package must be transmitted under a cover letter. The Cover Letter must cite the following information at a minimum: 1.)Response to RFI No. DOL099RI20677; 2.)Vendor’s Company Name, Address, Contact Person Information; 3.)Vendor’s DUNS Number; 4.)Business Size Standard/Classification All interested parties can fill out the Market Survey attached. This survey includes twelve (12) fundamental elements of this requirement; your participation in this survey is highly recommended. It will provide a deeper understanding of your firm’s capabilities in relation to this requirement. The closing date for the receipt of responses is April 27, 2009, at 3:00 p.m. Eastern Standard Time. Send your responses to Luz Torres-Hernandez, Contract Specialist at the following e-mail address: Torres-Hernandez.Luz@dol.gov. The subject line of your e-mail response must site RFI No. DOL099RI20677. The government reserves the right to compete any acquisition resulting from this survey among small businesses or to make award to an 8 (a) firm, based on the responses received. This sources sought notice is for planning purposes only and does not commit the Government to pay for the information requested, issue a solicitation, or award a contract. No solicitation document exists at this time.
- Web Link
-
FedBizOpps Complete View
(https://www.fbo.gov/?s=opportunity&mode=form&id=4744fb12fb3d2292785b1a6a20dd05a6&tab=core&_cview=1)
- Place of Performance
- Address: US Department of Labor, 200 Constitution Avenue, Washington, District of Columbia, 20210, United States
- Zip Code: 20210
- Zip Code: 20210
- Record
- SN01791480-W 20090415/090413220109-4744fb12fb3d2292785b1a6a20dd05a6 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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