SOURCES SOUGHT
R -- NEIC Call Center
- Notice Date
- 5/19/2010
- Notice Type
- Sources Sought
- NAICS
- 541990
— All Other Professional, Scientific, and Technical Services
- Contracting Office
- Office of HQ PS (HQ)U.S. Department of EnergyOffice of Headquarters ProcurementMA-641000 Independence Ave., S.W.WashingtonDC20585
- ZIP Code
- 20585
- Solicitation Number
- DE-SOL-0001902
- Response Due
- 6/4/2010
- Archive Date
- 7/4/2010
- Point of Contact
- Powell, Brandon D 202-287-1434, brandon.powell@hq.doe.gov
- E-Mail Address
-
Powell, Brandon D
(brandon.powell@hq.doe.gov)
- Small Business Set-Aside
- N/A
- Description
- Information Center services are being sought for the Energy Information Administration's (EIA) National Energy Information Center (NEIC). NEIC is EIA's window to the public and handles media relations and communications, leads in improvements to the EIA website, and runs a Customer Information Center (CIC) that users call or email to obtain help finding energy information. The CIC serves as a critical component in helping EIA fulfill its mission to promote sound policy making, efficient markets, and public understanding regarding energy and its interaction with the economy and the environment. It supports EIA in numerous ways, such as interpreting data and responding to customer and stakeholders' inquiries, creating and maintaining energy content, and assisting customers in navigating EIA's website. The site consists of approximately 500,000 files of all types that support the agency?s 1300 publications and products, 38 email subscription lists, and 9 RSS feeds. The CIC serves EIA customers and stakeholders through multichannel communications (e.g., telephone, email, and postal mail) and builds on decades of excellence in customer service by providing high quality and accurate responses tailored to the customer?s needs. CIC recently implemented a unified communications platform, Interactive Intelligence?s Interaction Client (IC), to enhance its customer service by providing 24 hour access to energy information on an automated Interactive Voice Response system (IVR) and integrating data reporting (e.g., email and voice inquiries) to gain more knowledge about customer data needs. Customers and stakeholders include, but are not limited to: Federal, State, and local agencies; the academic community; researchers; industrial and commercial organizations; foreign governments and international organizations; the news media; financial institutions, and the general public. In 2009, CIC provided responses to approximately 20,000 inquiries. Ninety percent of total inquiries were generated by five customer groups: researchers, industrial and commercial organizations, academia, financial institutions and the general public. Call length averages is 4 minutes and 27 seconds. To learn more about the EIA and NEIC, visit www.eia.gov. The firm selected to provide information services will work with NEIC to: ?Serve as EIA?s primary public access point for EIA energy information on behalf of NEIC.?Increase awareness of and facilitate access to energy information and analysis and energy education.?Provide EIA customers and stakeholders with easily accessible, consistent, timely, and professional responses to their inquiries through multichannel communications (e.g., telephone, email, and postal mail).?Facilitate navigation and interpretation of content on the EIA website (www.eia.gov).?Collect data and perform reporting to inform EIA of trends about its customer groups and their energy information and data needs. ?Create and/or edit both technical and non-technical content for the web, such as: oFrequently Asked Questions (FAQ), see http://tonto.eia.doe.gov/ask/ng_faqs.aspoEnergy Explained, see http://tonto.eia.doe.gov/energyexplained/index.cfm oEnergy In Brief, see http://tonto.eia.doe.gov/energy_in_brief/ ?Develop and deliver information through social media, such as Twitter feeds and blogging, to meet the evolving needs of EIA customers and stakeholders. The purpose of this sources sought notice is to identify small businesses that are capable of performing these services. Accordingly, this sources sought notice is for the sole purpose of identifying small business firms that meet the size standard and have provided a capability that fully complies with this notice?s requirements. For purposes of this notice, a small business is defined by having annual revenues of less than $7,000,000 in average annual receipts in the firm?s last three fiscal years. If a firm has revenues of greater than $7,000,000, the firm need not respond to this notice. The Customer Information Center is EIA?s primary resource to interpret and deliver energy information to its customers and stakeholders in an accurate, professional, courteous and responsive manner. As such, EIA requires its Contractor to demonstrate: ?A workforce that is highly skilled, well-trained, motivated, and understands the mission of the EIA and its energy information, products, and services.?A workforce that has an understanding of energy information across the continuum, from basic to comprehensive.?A workforce with the ability to accurately convey information in a technical and nontechnical manner to meet the needs of EIA customers and stakeholders.?A workforce that is flexible, adaptive, and responsive to the Government?s needs.?A workforce that is forward thinking, proactive, accepting of change and solutions oriented.?A mature management approach that promotes trust, develops a motivated workforce, and can support situational management as well as long-term strategic and operational planning. ?A service-oriented operation that provides services responsive to customer needs for access, timely responses, and accurate energy information. Interested firms must submit a capability statement that includes the following information in response to this notice: ?A narrative describing the firm?s success in managing Federal government contact centers, with a minimum total of 25,000 annual phone and email inquiries, including performance, budget, and workforce management. ?A narrative describing the firm?s knowledge of best practices in Federal government contact center management. ?A narrative describing the firm?s experience in the development of policies and procedures for Federal government contact centers. ?A narrative demonstrating the firm?s experience in successfully operating a customer information center with services including: oAttended services (inquiries)Responding to inquiries Outbound callingoContent development servicesoAutomated systems support administrationoInformation analysis and reportingoData collection ?A narrative describing the firm?s experience as a contractor for a Federal government agency in researching and developing both technical and non-technical content, including Frequently Asked Questions, fact sheets, issue briefs, for web publication based on:oCustomer needs.oThe public?s perspective and how the public?s needs may enhance the Federal agency?s website, publications, and materials.oEmerging topics (subject matter-specific or programmatic) that require additional contact center staff training.oTrends in information sought by Federal agency customers and stakeholders.oImprovements to and/or problems with a Federal website of substantial size (minimum of 250,000 files of all types), content scope and user traffic (minimum of 1.5 million visits or visitor sessions per month). ?A resume for a supervisory/lead information specialist that demonstrates the depth and relevance of prior experience in managing at least two Federal government contact centers for the services previously listed. ?A statement that the firm?s annual revenues are less than $7,000,000 in average annual receipts over the firm?s last three fiscal years. Interested firms should submit capability statements to Brandon Powell at brandon.powell@hq.doe.gov by 2:00 p.m. local prevailing time on June 4, 2010. Capability statements are not proposals. Submission of a capability statement will not lead to the selection or award of a contract, as the purpose of this notice and capability statements is only to ascertain whether a small business set-aside is feasible for EIA?s requirement. Contracting Office Address: Office of HQ PS (HQ): U.S. Department of EnergyOffice of Headquarters Procurement Services1000 Independence Ave., S.W. Washington, DC 20585Point of Contact(s):Brandon Powell, 202-287-1434, brandon.powell@hq.doe.gov
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