MODIFICATION
R -- Temporary Contact Center Support
- Notice Date
- 8/26/2010
- Notice Type
- Modification/Amendment
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of Health and Human Services, National Institutes of Health, Clinical Center/Office of Purchasing & Contracts, 6707 Democracy Blvd, Suite 106, MSC 5480, Bethesda, Maryland, 20892-5480
- ZIP Code
- 20892-5480
- Solicitation Number
- RFQ178205
- Point of Contact
- Andrea L. McGee, Phone: 3015945918
- E-Mail Address
-
andrea.mcgee@nih.gov
(andrea.mcgee@nih.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- THE TITLE WAS INCORRECT IT SHOULD READ - Temporary Contact Center Support THIS ANNOUNCEMENT CONSTITUTES THE ONLY SOLICITATION AND A SEPARATE SOLICITATION WILL NOT BE ISSUED. This is a combined synopsis/solicitation for commercial services prepared in accordance with the format in Subpart 12.6 under Simplified Acquisition procedures in Subpart 13.5 as supplemental with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. The solicitation number for this acquisition is RFQ178205 and is being issued as a Request for Quote. The incorporated provisions and clauses are those in effect through Federal Acquisition Circular 05-43. This acquisition will be processed under Simplified Acquisition Procedures. The associated North American Industry Classification System (NAICS) Code is 561421. This will be a firm fixed priced contract. No Phone Calls Please. Email questions to amcgee@cc.nih.gov. Communications, Patient Recruitment and Public Liaison Office (CPRPL) NIH Clinical Center, Contact Center Support Statement of Work BACKGROUND INFORMATION: The National Institutes of Health Clinical Center is one of the 27 institutes and centers that comprise NIH. The Clinical Center is the nation’s research hospital, leading the global effort in training today’s investigators and discovering tomorrow’s cures. The Clinical Center provides a versatile clinical research environment enabling the NIH mission to improve human health by investigating the pathogenesis and natural history of disease; developing state-of-the-art diagnostic, preventive, and therapeutic interventions; training the next generation of clinical researchers; and ensuring that clinical research is safe, efficient, and ethical. PURPOSE AND OBJECTIVE OF THIS PROCUREMENT: The CC-Communications, Patient Recruitment and Public Liaison Office will be handling all the incoming patient and healthy volunteer inquiries on protocols available at the Clinical Center and/or just requests for information. There will be inquiries from medical professionals, government officials and the public at large. There are numerous 1-800 phone numbers and email addresses to be answered and information provided. For several years the NIH Center for Information Technology (CIT) has supported the Contact / Center Services which expired June 30, 2010. On July 1, 2010 the “Contact Center” was transferred to NIH/CC/CPRPL office. There is a need for two (2) contact center positions as contractors. We are requesting the services for two contract employees for Full Time support for the NIH/CC/CPRPL Contact Center. Contractors will be required to operate the Contact Center. The basic objectives for the contractor include but are not limited to: 1) Handling of patient and healthy volunteer recruitment calls and e-mails, and 2) Mailing out fulfillment information. PERFORMANCE OBJECTIVES: 1. Meet or exceed call center performance metrics (industry standard) 2. Accurately maintain all prescribed information, logs and databases 3. The contractor will provide telephone support and related services to all current CPRPL customers, and will employ call center “best practices” (industry standard) to improve the communications among government officials, medical professionals, and the public at large 4. Qualified personnel will receive and initiate the CPRPL calls and e-mails 5. Must be experienced in advanced telephone techniques and etiquette 6. Have good communication skills with clear, understandable enunciation. 7. ave an in-depth understanding of medical terminology, with some knowledge of clinical trials. 8. Have the ability to make appropriate referrals to studies or in the case where no studies are available, other treatment organizations, etc.. 9. Have the skill to refrain from giving medical advice. 10. Have the ability to interact with patients with various illnesses. 11. Be computer literate and demonstrate proficiency in Microsoft Office 12. Be courteous, professional, informed, and consistently show empathy with the caller’s concern(s) 13. Peferable to be fluent in Spanish. Period of Performance for this procurement: Base Year: 9/20/2010 to 9/30/2011, Option Year 1: 10/01/2011 to 9/30/2012. CONTRACTOR REQUIREMENTS: 1. Provide contacts with the protocol information via phone, fax or mail 2. Conduct protocol searches, using the PRPL database to match prospective patients with protocols per protocol referral guidelines 3. Conduct preliminary screening for protocols 4. Refer prospective patients, per PRPL guidelines, to the appropriate Institute contact person 5. Provide contacts to other resources 6. Perform all “after call work-wrap up” activities (e.g. fax and/or secure e-mail referral information to the Institute contact person) 7. E-mail inquires shall be responded to in the same manner as those inquires received by telephone, with the aid of standard e-mail responses QUALIFICATIONS REQUIRED FOR THIS POSITION: •Microsoft Excel •Microsoft Word •Microsoft Outlook •Customer service skills to include courteous, verbal and written communication skills •Ability to multi-task •Reliable •In-depth knowledge of medical terminologies (must provide training certification) •Ability to use databases and enter accurate data •Ability to type documents •Experience working in a call center DUTY LOCATION: NIH Clinical Center, Office of Communications, Patient Recruitment, and Public Liaison. The office is located on the NIH Main Campus, 10 Cloister Court, Bldg. 61, Room 100, Bethesda, MD 20892. WORK SCHEDULE: The work schedule is 8-4:30 PM, Monday – Friday. Professional work attire is required. PRICING: While price will not be the most important evaluation factor, proposed prices will be considered in determining the firm that represents the best value to the government. GOVERNMENT RESPONSIBILITIES: Training will be provided on the job. All necessary guidance, supplies and equipment will be provide for the individuals to perform all required duties. Performance checks will be conducted by the PRPL supervisor on a monthly basis and feedback to contract employee. Will contact agency immediately if negative performance issues arise. Will provide periodic feedback to contract agency on overall performance. EVALUATION CRITERIA: 1. Evidence of a broad pool of applicants that have been placed in the metropolitan DC area with the skill set desired, within the last 2 years. 20 points 2. Listing of the number of active profiles/resumes that are available for this requirement. 10 points 3. Provide client/reference list for the past 2 years with facilities providing call center services. 10 points 4. Evidence of turn-around time for replacement of contract employees if situation arises that replacement is necessary. Must provide replacement within 48 hours. 30 points 5. Provide at least 3 resumes for individuals the agency considers to “fit” this requirement. This includes proof of Medical Terminology training. 30 points ADDITIONAL REQUEST: CPRPL would like to interview candidates from any of the agencies submitting a bid. General Security Policies - See Attached The following provisions and clauses apply: Provision Provision 52.252-1 Solicitation Provisions Incorporated by Reference. This solicitation incorporates one or more solicitation provisions by reference with the same force and effect as if they were given in full text. Upon request, the Contracting Officer will make their full text available. (End of Provision) Provisions52.212-1-Instructions to Offerors/Commercial; 52.212-2-Evaluation-Commercial Items; 52.212-3 Offeror Representations and Certifications-Commercial Items; 52.212-4 Contract Terms and conditions; 52.222-26 (EO 11246); 52.222-35 Equal Opportunity for Special Disabled Veterans, Veterans of the Vietnam Era and Other Eligible Veterans (38 U.S.C. 4212); 52.223-6 Drug Free Workplace, 52.232-33, Payment by Electronic Funds Transfer-Central Contractor Registration (31 U.S.C. 3332); 52.222-41. 52-217-9 Option to Extend the Term of the Contract; This purchase order shall be for a basic contract period of 6 months with option to renew an additional one-year period. The Full text of the Federal Acquisition Regulation (FAR) can be accessed on the internet at www.arnet.gov/far. Parties responding to this solicitation may submit their offer in accordance with their standard commercial practices (e.g. on company letterhead, formal quote form, etc) but must include the following information: 1) company’s complete mailing and remittance addresses 2) discounts for prompt payment if applicable; 3) Dun & Bradstreet number; 4) Taxpayer ID number; 5) Catalog or Published Price Listing applicable to the service; 6) Offerors must meet specifications as noted in the synopsis. Offerors shall include a completed copy of the provision at 52.212-3, Offeror Representations and Certifications/Commercial Items with their offer. Note: Contractor must be registered with the Central Contractor Registration (www.ccr.gov). The Government intends to make a single award based on the lowest price technical accepted offeror to the eligible, responsible offeror whose offer conforms to the solicitation, and is the most advantageous to the Government. The Government reserves the right to make an award to that offeror whose quotation provides the best overall value to the Government. Interested offerors may submit proposals electronically only within 15 days from the posting of this notice no later than _9/8/2010. Offerors shall include a completed copy of the provision at 52.212-3, Offeror Representations and Certifications/Commercial Items with their offer. Note: Contractor must be registered with the Central Contractor Registration (www.ccr.gov). The solicitation shall include pricing for the base year and options priced separately. The Government intends to make a single award based on best value to the Government, technical and price factors considered. This will be a firm fixed priced contract. The anticipated award date for this requirement shall be on or before _9/20/2010. Requests for information concerning this requirement are to be addressed to Ms. Andrea McGee via email only to amcgee@cc.nih.gov no later than, 09/7/2010. Collect calls will not be accepted. No Phone Calls Please.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/HHS/NIH/CCOPC/RFQ178205/listing.html)
- Place of Performance
- Address: 9000 Rockville Pike, Bethesda, Maryland, 20892, United States
- Zip Code: 20892
- Zip Code: 20892
- Record
- SN02256834-W 20100828/100827000536-5a6956d89b78d35a9ad70fc0fc93992b (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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