SOLICITATION NOTICE
R -- AFTER HOURS ANSWERING SERVICE
- Notice Date
- 8/11/2010
- Notice Type
- Combined Synopsis/Solicitation
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- N00244 FISC SAN DIEGO CA Naval Base 937 North Harbor Drive San Diego, CA
- ZIP Code
- 00000
- Solicitation Number
- N0024410T0357
- Response Due
- 8/17/2010
- Archive Date
- 9/17/2010
- Point of Contact
- JENNIFER E ESCALANTE 619-532-2629
- Small Business Set-Aside
- Total Small Business
- Description
- This is a combined synopsis/solicitation for a commercial item prepared in accordance with the Federal Acquisition Regulation (FAR) Part 12.6 as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a separate written solicitation will not be issued. This solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 11. This Procurement is issued as an unrestricted procurement under Standard Industrial Code 7389, Federal Supply Class R426and NAICS 561421. This is an All or None offer. The agency need of the following requirements: 0001 BASE YEAR- LOT 1 (01 OCT 10-30 SEP 11)0002 OPTION YR 1- LOT 2 (01 OCT 11-30 SEP 12)0003 OPTION YR 2- LOT 3 (01 OCT 12-30 SEP 13)0004 OPTION YR 3- LOT 4 (01 OCT 13-30 SEP 14)0005 OPTION YR 4- LOT 5 (01 OCT 14-30 SEP 15) STATEMENT OF WORK: CNRSW CENTRAL SCHEDULINGAFTER HOURS ANSWERING SERVICE ATTACHMENTS:A.NRSW Resource and Referral InformationB.Customer Contact Form INTRODUCTIONThe Navy Region Southwest Fleet Family and Child Programs (FFCP) division has an established (since February 2009) Centralized Scheduling Center (CSC) that will respond to customer requests for Fleet and Family Support Center (FFSC) appointments, i.e., the office will schedule the appointment for the customer. The CSC is staffed and physically located in San Diego; the toll free number is 1-866-923-6478 and the e-mail address is CNRSW_FFCP.CENSCH@NAVY.MIL. FFSC Centers it serves are located in Metro San Diego, China Lake CA, El Centro CA, Fallon NV, Lemoore CA, Monterey CA, and Ventura CA. This SOW addresses continued after hours "live" answering services for those customers calling the toll free number 24/7 during non-working hours to include weekends and holidays. SCOPE The scope of this SOW is to continue to provide professional and timely "live" answering services to address CSC after-hours callers. During the after-hours periods, the CSC 1-866-923-6478 will be rolled over to the number provided by. The "after-hours" periods are as follows: between 5:00 PM - 7:30 AM Mon- Friday, 5:00 PM Friday - 7:30 AM Monday (full weekend coverage), and the following federal holidays: Columbus Day, Veteran's Day, Thanksgiving Day, Christmas Day, New Year's Day, Martin Luther King, Jr. Day, Presidents Day, Memorial Day, Independence Day and Labor Day. Also, service may be required to start early on day before Thanksgiving; Xmas Eve; New Year's Eve, to accommodate staff vacations. Notification to after hour's answering service will be provided 24 hours in advance in the event that service would be required. In addition to the after hours times, ----On occasion and not to exceed two (2) times per month and 4 hours per occasion, the CSC number will be rolled over to address staff meetings or other all-hands events. Hours in this case will be between 7:30 AM - 5:00 PM Monday - Friday. The vendor will be notified 48 hours in advance regarding these intermittent requirements. ---- If there is an unforeseen base closure affecting the CSC staffing, the awarded vendor will be contacted in order to initiate the after-hours call pick-up. PERIOD OF PERFORMANCEBase year and ability to option 4 additional yearsBASE YEAR: 01 October 2010 - 30 September 2011OPTION YEAR 1: 01 October 2011 - 30 September 2012OPTION YEAR 2: 01 October 2012 - 30 September 2013OPTION YEAR 3: 01 October 2013 - 30 September 2014OPTION YEAR 4: 01 October 2014 - 30 September 2015 PROJECTED UTILIZATION The CSC remains a fairly new project, being in existence two years. Projected utilization of the answering service remains within the requested package although new initiatives may increase this and over time, the number of calls/minutes required may change and result in a request for a revised service package. DUTIES1. Provide a mechanism whereby after-hour callers from the CSC 1-800 number will be recognized and appropriately greeted. Calls will vary from scheduling/canceling appointments with clinical counselors to individuals who are under duress or in crisis and are seeking immediate assistance. Calls should be answered: CNRSW CENTRALIZED SCHEDULING ANSWERING SERVICE. 2. Advise the caller that the CSC is currently closed but their information will be forwarded to the appropriate office for response first thing the next business day.3. Gather basic information from the caller to include name, contact information, reason for calling/service requested.4. Based on the caller's request/demeanor, offer additional resource information and numbers; See Attachment B. If a caller feels he/she is in a crisis or emergency, take their name and number and forward them to their local 911 or Crisis Center located in their area. An after-hour cell phone roster has been provided to the vendor to be used if needed for domestic violence reports or other command urgent needs. See Attachment A5. If the individual wants to speak to someone now and is not in crisis: refer to Military Onesource.6. Tell caller their request/information will receive a confirmation via phone or e-mail during the next business day.7. Document calls information using Attachment B.8. At the end of each coverage period, e-mail each completed Attachment B to: CNRSW_FFCP.CENSCH@NAVY.MIL (One e-mail per Attachment B) 9. Message Notification: At the end of each coverage period, and when applicable, send the following info via a separate e-mail to the CSC:--- Total of any "wrong" numbers or clients who say they will call back during normal business hours.--- Receipt of no calls during the coverage period. 10. Provide experienced operators; provide bilingual operators (Please specify languages offered).11. Answer phones quickly, with no busy signal.12. Have a complete backup. Facilities are up and running 99.9% of the time. ADDITIONAL REQUIREMENTS Answering service responses under this SOW are to be timely and professional. "Timely" is defined by answering calls within three (3) rings. "Professional" is defined by customer-service oriented staff, trained and supervised to perform their duties. The requirement is for a firm-fixed price type contract. All prospective offerors are cautioned that in the event the Government is unable to determine price reasonableness based on the offers received and market analysis, the Government will not issue a contract. This decision is solely the decision and right of the Government. All efforts performed and all cost expended by prospective offerors in providing information requested by the solicitation are not subject to reimbursement by the Government. The following provisions apply: FAR 52.212-1, Instructions to Offerors Commercial Items, Addendum to FAR 52.212-1, Paragraph (b) (5) Offers shall provide an express warranty which at a minimum shall be the same warranty terms, including offers of extended warranties, offered to the general public. Express warranties shall be included in the contract; Offerors are required to complete and include a copy of the following provisions with their proposals: FAR 52.212-3, Offeror Representation and Certifications Commercial Items. Clause FAR 52.212-4 Contract Terms and Conditions Commercial Items, applies as well as the following addendum clauses; FAR 52.247-34 FOB Destination; Clause at 52.212-5 Contract Terms and Conditions Required To Implement Statues or Executive Orders - Commercial Items (Dec 2009) applies with the following applicable clauses for paragraph (b): FAR 52.203-13 Contractor Code of Business Ethics and Conduct (Dec 2008); FAR 52.219.28 Post Award Small Business! Program Rerepresentation (June 2007); FAR 52.222-3 Convict Labor (June 2003); FAR 52.222-19 Child Labor-Cooperation with Authorities and Remedies (Feb 2008); FAR 52.222-26 Equal Opportunity; FAR 52.222-36 Affirmative Action for Workers with Disabilities (Jun 1998); FAR 52.222-50 Combating Trafficking in Persons (Aug 2007); FAR 52.225-1 Buy American Act-Supplies (June 2003); FAR 52.247-34 F.O.B. Destination; DFARS 252.212-7001, Contract Terms and Conditions Required to Implement Statutes or Executive Orders Applicable to Defense Acquisition of Commercial Items (Deviation) (Jan 2009), applies with the following clauses applicable for paragraph (b); DFARS 252.225-7001 Buy American Act and Balance of Payments Program (Jan 2009); N00244M282 Award By Full Quantity (Aug 1992) (FISC San Diego); N00244L332 Unit Prices. DFARS 252.204-7004 Required Central Contractor Registration, 252.232-7003 Electronic Submission of Payment Requests and SUP 525.232-9402, applies to all solicitations issued on or after 6/1/98; Lack of registration in the CCR database will make an offeror/quoter ineligible for award. Please ensure compliance with this regulation when submitting your quote. Call 1-888-227-2423 or on the Internet at www.bpn.gov for more information. Please ensure compliance with this regulation when submitting your proposal. The Government intends to make a single award to the responsible Offeror whose offer is the most advantageous to the Government considering price and price related factors. The Government intends to award the contract to the eligible, low-priced, responsible offeror. Provision 52.212-2 Evaluation Commercial Items applies with paragraph (a) completed as follows: Ability to meet both technical capability and the ability to meet the required delivery schedule represent MINIMUM criteria for acceptable award. Failure to meet one of these two criteria shall ender the offer to be technically unacceptable and will not be considered for award. Award will be made to that responsible offeror which meet both of the above minimum technical and schedule requirements and offers the lowest price. All responsible Offerors are to submit current pricing, delivery time, payment terms, CAGE code, Dunn and Bradstreet number, Tax Identification Number and all applicable specifications regarding this solicitation. Also required are copies of applicable commercially published price lists pertaining to your company's services that meet the specifications, along with applicable government discounts. Initial pricing (quotes) and any technical information must be received no later than 12:00 PM (PST), Tuesday, 17 August 2010 and will be accepted via Fax (619) 532-2690, Attn: Jennifer Escalante at (619) 532-2629 or e-mail Jennifer.escalante@navy.mil. Quotes submitted as an attachment to an email should be sent in Word Version 6.0 or higher. Do not mail. Clause information can be downloaded from the internet from the following addresses; FAR Clauses http://acquisition.gov/comp/far/index.html DFARS Clauses http://www.acq.osd.mil/dpap/dars/dfars/index.htm
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DON/NAVSUP/200/N0024410T0357/listing.html)
- Place of Performance
- Address: 3005 CORBINA ALLEYBUILDING 263-2, SAN DIEGO, CA
- Zip Code: 92136
- Zip Code: 92136
- Record
- SN02236464-W 20100813/100811235009-759b998b43983f94bd48be2a1d6e93d1 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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