MODIFICATION
D -- AUTOMATED CALL DISTRIBUTION (ACD) SYSTEM
- Notice Date
- 3/4/2010
- Notice Type
- Modification/Amendment
- NAICS
- 541511
— Custom Computer Programming Services
- Contracting Office
- Other Defense Agencies, OSD - Public Affairs for Internal Communication, Defense Media Activity, 23755 Z Street, Riverside, California, 92518-2031, United States
- ZIP Code
- 92518-2031
- Solicitation Number
- HQ002800436604
- Archive Date
- 3/30/2010
- Point of Contact
- Susan M. Madrid, Phone: 951-413-2371, Jessie Feliciano, Phone: 951-413-2406
- E-Mail Address
-
susan.madrid@dma.mil, jessie.feliciano@dma.mil
(susan.madrid@dma.mil, jessie.feliciano@dma.mil)
- Small Business Set-Aside
- N/A
- Description
- Defense Imagery Management Operations Center (DIMOC) Automated Call Distribution (ACD) System This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; a written solicitation will not be issued. Solicitation/synopsis reference number HQ002800436604 is being issued as a Request for Quotations (RFQ) and incorporates the following with the word “quoter” substituted for “offeror”. Provisions and clauses are those in effect through Federal Acquisition Circular 2005-38 (Correction), dated 10 Dec 2009. (1) FAR 52.212-1 (Instructions to Offerors – Commercial Items) (JUN 2008) (a)Re para (a): NAICS 541511; this requirement is 100% set aside for small businesses, Size Standard $25M. (b)Note that para (k) requires quoter to be registered with the Central Contractor Registration (CCR) database at time order is issued and throughout performance. •All of the various services to be provided with this solicitaiton shall be detailed by line item in the vendor’s proposal. •The proposal must be based on a complete, turnkey installation of ACD products that includes all hardware and software components, installation, training, travel and expenses and ongoing support. Cost will also be a factor. Interested Vendors should submit their capabilities information to the e-mail addresses listed in this RFP. Please include the name and address of your company. Please limit your responses to a maximum of twenty five (25) pages. If applicable, the submission should include the past performance history for similar projects that are complete or near completion with a customer point of contact and phone number. The Department Of Defense will not pay for any information, documentation, and/or data submitted in response to this notice. (2)FAR 52.212-2 (Evaluation – Commercial Items) (JAN 1999) with the following insertion in para (a) “lowest priced technically acceptable quote with acceptable past performance.” Technical evaluation will be whether quoted items satisfy all requirements in CLINs 0001, and the accompanying Performance Work Statement (PWS). (3)QUOTATIONS MUST BE RECEIVED NOT LATER THAN 2:00 PM PACIFIC TIME, MARCH 15, 2010 IN ORDER TO BE CONSIDERED. Quotations may be emailed to susan.madrid@dma.mil or sent via fax to (951) 413-2432. Due to technical issues, email and fax may not result in your quote arriving before the cut-off time, please allow extra time if you’re sending your quote via electronic means. (4)Quotations must include completed copy of provision at FAR 52.212-3 (Offeror Representations and Certifications – Commercial Items) (AUG 2009) with Alt 1 (APR 2002) or indication that reps and certs are in ORCA. CLIN 0001: QUANTITY: 1 EACH. Defense Imagery Management Operations Center (DIMOC) Automated Call Distribution (ACD) System in accordance with Performance Work Statement (PWS). ALL ITEMS ARE TO BE SHIPPED FOB DESTINATION TO: (Defense Imagery Management Operations Center) DIMOC Bldg. 3, Bay 3 11 Hap Arnold Blvd. Tabyhana Army Depot Tobyhana, PA 18466-5102 The Government will issue an order to the responsible quote; with acceptable past performance, submitting the lowest priced technically acceptable quotation. This order will include the following referenced clauses, which may be accessed electronically at www.arnet.gov: FAR 52.204-9 (Personal Identity Verification of Contractor Personnel (SEP 2007) FAR 52.212-4 (Contract Terms and Conditions-Commercial Items) (MAR 2009) FAR 52.212-5 (Contract Terms and Conditions Required to Implement Statues or Executive Orders-Commercial Items) (FEB 2010) FAR 52.219-8 (Utilization of Small Business Concerns) (MAY 2004) FAR 52.232-33 (Payment by Electronic Funds Transfer--Central Contractor Registration) (OCT 2003) DFARS 252.204-7004, Alt A (Central Contractor Registration (CCR) (SEP 2007) DFARS 252.232-7003 (Electronic Submission of Payment Requests and Receiving Reports) (MAR 2008) DFARS 252.246-7000 (Material Inspection and Receiving Report) (MAR 2008) Additional FAR and DFARS clauses required by the regulations will be included. Local DMC clauses, 52.0100-4028 (Contract Contact Information) (DMC) (JUN 2005) and 52.0100-4094 (Marking Instructions for All Items to Include Drop Ship and Direct Shipment) (JUN 2004), will be included. The Government reserves the right to make multiple awards if, after considering the additional administrative cost, it is in the Government’s best interest to do so. All items must be quoted FOB Destination. Performance Work Statement (PWS) Defense Imagery Management Operations Center (DIMOC) Automated Call Distribution (ACD) System The Defense Imagery Management Operations Center (DIMOC), Tobyhanna Army Depot, Tobyhanna, PA, requires a complete solution to provide a robust Automated Call Distribution (ACD) system. The proposal must be based on a complete, turnkey installation of ACD products that includes all hardware and software components, a Web-based call reports package, installation, training, travel expenses and ongoing support. The Vendor will use the base’s existing telephone infrastructure whether analog, digital or IP—which means any phone can be an agent. DIMOC will not pay for additional agent licenses any time more agents need to be added (Vendor provides the capability to add more agents without purchasing additional licenses). The proposed strategy must work with the existing telephone infrastructure that will support 15 to 25 telephone analysts in a compartmentalized team environment. The Vendor's ACD solution must be capable of being managed by a tech support staff with limited or nonexistent computer programming skills with all hardware, software, installation, training and maintenance services for a cost-effective, consolidated ACD system that will increase productivity and provide administrative control of upfront ACD menus and messages (e.g. after-hours, holiday, and message of the day). The ACD system shall be designed to be DIMOC’s primary point of contact device it has with its callers, providing a quick and efficient method to obtain the person in the organization who is most qualified to handle callers’ needs. Its integral parts consist of agents (customer service representatives who answer the calls), supervisors (people who manage the agents and call flow), and hardware and software to distribute calls to the appropriate agents. The DIMOC agents will use a PC to make themselves “Available”, make inquiries and look up information for the caller. The ACD solution shall be integrated with a third party software solution from FrontRange Solutions called HEAT, version 8.4.1, that will allow a screen pop interface with the ACD solution and the Heat application. The ACD system shall have options for routing incoming calls through a customizable call tree, automatically and or with Agent assistance in transferring calls to four separated geographically locations in Riverside, California, Alexandria Va., Ft Meade, Md., and the Pentagon, Washington DC. The ACD solution should have at minimum the following features and capabilities, but shall not preclude any enhancements that are not identified: •Call Queuing and Assignment •Skills-based routing to the agent most qualified to assist the caller •Present callers with an upfront informational “Message of the Day” •Screen pop with existing third party software; HEAT •Play prerecorded message of menu options •Ability for a caller to leave a voice message describing the problem with a callback number •Present callers with estimated callers in queue or wait times •Allow a caller to exit a queue and return to a menu •Ability for a caller to directly call back an agent he/she has worked with before Supervisor/Agent Features: •Screen-based agent/supervisor software module that displays: •The number of calls in queue •The age of the oldest call in queue •The number of voice messages left by callers •Skill set of incoming call •Caller ID or caller-inputted data •�� Trunk number call came in on •Supervisor’s expanded view also displays the following real-time statistics on each assigned agent: •Agent state and state duration •Agent status and status duration •Total calls and average call duration time •Non ACD calls and average non ACD call duration •Agent can send “Chat” text messages to supervisor •Agent can send notification of an emergency condition to the supervisor •Supervisor can send “Chat” text messages to one agent or all agents •Supervisor can remotely change agent status •Supervisor can edit information related to the skill sets including such items as: •Weekday Hours of Operation •Holiday Hours of Operation •Agent information •Supervisor can remotely listen to an agent/caller conversation •Supervisor can remotely view an agent’s screen. Administrative Reports: •Agent Calls/Summary •Calls sorted by Agent Date, Skill or Hour •Calls sorted by Date and Hour •Calls sorted by Activity Item, Date, Hour, or Agent •Calls sorted by Skill, Date, Hour, or Agent •ACD Actions by Date, Hour, or Skill •Abandoned Calls sorted by Date, Hour, or Skill •Abandoned Calls Detail Report All -manufactured hardware and software must be of general availability status and fully manufactured in the U.S. The Vendor will be the ongoing contact for all hardware and software provided. In addition, a contact Person will be appointed to provide project management. This person will work with the customer-designated key Person to ensure that all components of the final proposal are delivered, installed, and placed into service. The ACD system shall include the commercial standard warranty, to include parts, labor, software, and travel. The ACD shall maintain a 99.99% reliability rate or better. The ACD client software must be Joint Interoperability Test Command (JITC) certified and on the Approved Products List (APL) for use on a Windows XP PC in the Federal Desktop Core Configuration (FDCC) environment. ACD must be IPv4 and IPv6 capable. Vendor will include a plan for minimizing downtime associated with the installation of the ACD system. The ACD system must be deployed no later than June 30, 2010. The Vendor will provide technician training, supervisory training, and administrative training for the ACD solution.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/ODA/AFIST-ASA/MarchARBCA/HQ002800436604/listing.html)
- Place of Performance
- Address: 23755 Z. Street, Riverside, California, 92518, United States
- Zip Code: 92518
- Zip Code: 92518
- Record
- SN02082656-W 20100306/100304234357-a98278182a66e75d94d0131e4b87728c (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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