SOURCES SOUGHT
R -- Call Center Support Services
- Notice Date
- 5/16/2011
- Notice Type
- Sources Sought
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- United States Senate, Office of the Sergeant at Arms, Finance Division, United States Senate, Washington, District of Columbia, 20510-7207, United States
- ZIP Code
- 20510-7207
- Solicitation Number
- 2011-S-042
- Archive Date
- 6/28/2011
- Point of Contact
- Nicole A. Barnes,
- E-Mail Address
-
nicole_barnes@saa.senate.gov
(nicole_barnes@saa.senate.gov)
- Small Business Set-Aside
- N/A
- Description
- DESC: MARKET SURVEY AND BIDDERS LIST DEVELOPMENT - SOURCES SOUGHT REQUEST FOR CALL CENTER SUPPORT SERVICES. The purpose of this sources sought synopsis is to gain information about services and qualified industry sources that can provide Call Center support services following a catastrophic event impacting the National Capitol Region. All requirements listed below are mandatory unless otherwise noted. This Sources Sought Notice (Notice) is not a request for proposal and in no way obligates the Senate to award a contract. This sources sought synopsis contains the currently available information. This information is subject to change at any time. The United States Senate SAA, Office of Continuity and Emergency Preparedness Operations (and other Legislative Branch agencies) intends to procure Call Center Support Services in order to provide an informational and mental health response to Senate individuals and family members affected by a catastrophic event as directed. The purpose of this Notice is to seek information regarding companies that offer Call Center Support Services. REQUIREMENTS : Requirements are stated in terms of minimum capabilities and characteristics required by the Senate. 1. The following minimal requirements shall be met: Provide Call Center Services as ordered by the Senate COTR, during an emergency and designate the Senate as the primary customer. Validate/update an existing Call Center Plan. Conduct monthly readiness confirmations via email to the Senate Contracting Officer's Technical Representative (COTR). Augment the Call Center Services with an information website. Provide access to the COTR of the accountability data management system used by the contractor. Integrate the Senate accountability database into the contractor's database and demonstrate the integration of the accountability systems by providing a roster of missing persons that includes visitor and staff information. Conduct a quarterly database test. Provide "test data" prior to the contract being awarded in oral presentations for proof of integration of the two databases. Provide a single integrated report detailing Persons Directly Affected (PDAs). The Call Center must be located within the forty-eight 48 contiguous United States (CONUS), Hawaii, Alaska, US Territories or Possessions, but outside the National Capital Region (NCR). The Call Center IT infrastructure must be demonstrably resilient. Staffed by trained health professionals with the education, training and experience to deal with the complex needs of persons who have been traumatized. Extensively and recurrently trained in effective crisis communication skills, personal interaction with distraught and grieving callers; and critical incident stress. The Contractor will provide resumes of key personnel. Provide a dedicated Call Center toll-free number for the Senate which can be published or used for call forwarding by other numbers. Have the ability to be activated within a maximum of one hour upon receipt of notification to activate the Call Center Services from the Senate COTR. Have multiple, redundant methods for the Senate COTR to provide notification of Call Center Services activation. Have the ability to provide Call Center Service during times of emergency, when critical telephone infrastructure might be diminished. · Accept and process information on persons involved from incoming callers. · Provide basic information on the location of a Family Assistance Center (if applicable), and the services provided at the established Family Assistance Center. · Maintain Call Center Services for the duration of the event, as specified by the Senate COTR. · Provide translation capabilities and have the ability to receive international calls. · Provide capacity to handle an anticipated hourly call rate of over 3,000 calls. · Provide a data management system to input, remotely access, and maintain data received via phone calls. The system shall be a capable of: collecting, maintaining, and reporting on all aspects of the employee, victim and family assistance in response to a crisis; recording and managing missing persons information submitted by incoming callers; and providing real time access to data which can be remotely accessed and transferred to the Senate COTR and designated Senate personnel. · Provide on-site liaison staff with the Senate should the Call Center be activated. · Provide a data privacy procedure to protect the data acquired on Senate staff, and family members during any event. · Participate in quarterly training exercises sponsored by the Senate, not to exceed 10 days annually per staff. Number of participants in each session to be approved by the Senate. · Provide a conference bridge capability for pre-event coordination and situational updates during call center operations. INSTRUCTIONS: To respond to this Notice, the Vendor must provide the following information: •1) General Information about your firm: Company Name, Address, Point of Contact with Telephone and FAX numbers and E-mail address, GSA Schedule Number (if applicable), DUNS Number, Tax ID Number; •2) Description of Call Center Services which meet the minimum requirements as specified above. •3) At least three (3) past performance references in the last three (3) years that include complete and current information (customer name, project name/contract number, address, point of contact with current phone number and email) for work performed similar in scale to this project. NOTE: Responses which do not address the above requirements above will not be considered. The information contained in this Notice will be the only information provided by the SAA during the information gathering process. All qualified sources should respond to this Notice by submitting information in accordance with the instructions provided. Vendors responding to this Notice and deemed qualified by the SAA may be requested to submit a proposal in response to a solicitation. Only vendors deemed qualified will be permitted to submit proposals. If suitable responses are received from qualified sources, the SAA anticipates release of a solicitation during the third quarter of 2011. Responses to this Notice are due to the POC no later than Monday June 13, 2011, at 12:00 Noon EDT, and shall be submitted electronically via email only to the attention of Nicole A. Barnes at Acquisitions2011@saa.senate.gov. The subject line of the email message shall be: SSN 2011-S-042, CALL SUPPORT SERVICES. No other method of transmittal will be accepted. The response shall not exceed twenty-five (25) pages. Unnecessarily elaborate submissions are discouraged. Pages over the page limitation may be discarded. Access by the SAA to information in any files attached to the response is the responsibility of the submitting party. Neither the SAA nor the Senate is responsible for any failure to access vendor information. THIS IS NOT A REQUEST FOR PROPOSAL. THIS NOTICE CONSTITUTES THE ENTIRE SOURCES SOUGHT NOTICE AND IS THE ONLY INFORMATION PROVIDED BY THE SAA OR SENATE. ANY QUESTIONS OR REQUESTS FOR ADDITIONAL INFORMATION WILL NOT BE HONORED.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/Senate/SAA/SAAFD/2011-S-042/listing.html)
- Place of Performance
- Address: Washington, DC, United States
- Record
- SN02449367-W 20110518/110516235040-47d51469341952b05891a375a2477e0e (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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