USA Contact Multichannel Contact Center Services
Added: July 13, 2007
***THIS NOTICE IS BEING POSTED AS A COMBINED SYNOPSIS/SOLICITATION IN ACCORDANCE WITH FEDERAL ACQUISITION REGULATION 5.203(2)***
The General Services Administration (GSA) has a requirement for a full range of multi-channel contact center services. This requirement represents a re-solicitation of the multi-channel contact center services originally solicited under GSA Request for Proposal GSV07PD0003.
Request for Proposal GSV07PD0003 has been cancelled. The reason that solicitation was cancelled is because the Government has determined that the minimum experience requirements, cited in Section L.7.2.1.3.1, are overly restrictive. Cancellation of the original solicitation and re-issuance of the new solicitation is taken to comply with the requirements of Federal Acquisition Regulation 15.206(e).
Although this is a re-issuance of a previous requirement, all potential offerors, including offerors who submitted a proposal under the original solicitation, are expected to carefully review the complete set of General Instructions for Preparation of a Proposal, Section L.7 of the revised solicitation, because changes, other than changes to the minimum experience requirements, have been made.
Offerors, who provided a timely and otherwise responsive offer to the original solicitation, and chose not to make any changes to their proposal in response to the revised solicitation, are not required to submit a new proposal. They do, however, need to submit a letter on company letterhead, signed by an individual who was authorized to submit the proposal in response to the original solicitation, stipulating that the entire proposal submitted in response to the original solicitation, represents their entire proposal in response to the revised solicitation, and the this proposal remains in full force and effect.
All offerors who submitted a proposal in response to the original solicitation, who?s proposal is not in accordance with General Instructions for Preparation of Proposal of the revised solicitation, or offerors that chose to made changes to their proposal submitted in response to the original solicitation must, as must all new offerors, submit a proposal in full accordance with instructions in remainder of Section L.7 of the revised solicitation.
Offerors who provided a proposal under the original solicitation and who are providing a new proposal under the revised solicitation are requested to identify all changes with a vertical line in the right hand margin of the page.
Offerors, who provided a timely and otherwise responsive offer to the original solicitation, and chose not to make any changes to their proposal in response to solicitation GSV07PD0007, are not required to submit a new proposal. They do, however, need to submit a letter on company letterhead, signed by an individual who was authorized to submit the proposal in response to the original solicitation, stipulating that the entire proposal submitted in response to solicitation GSV07PD0003 represents their entire proposal in response to solicitation GSV07PD0007 and that the proposal remains in full force and effect.
All offerors who submitted a proposal in response to solicitation GSV07PD0003, whose proposal is not in accordance with General Instructions for Preparation of Proposal of that solicitation, or offerors that chose to made changes to their proposal submitted in response to solicitation GSV07PD0003 must, as must all new offerors, submit a proposal in full accordance with instructions in remainder of Section L.7 of solicitation GSV07PD0007.
Offerors who provided a proposal under the original solicitation and who are providing a new proposal under the revised solicitation are requested to identify all changes with a vertical line in the right hand margin of the page.
Synopsis of the Requirement: The Scope of Work of the solicitation is hereby provided verbatim: ?This Statement of Work (SOW) provides a baseline of both general and specific requirements that the Contractor will be expected to accomplish to meet the needs of the Government. The Contractor shall provide a wide range of automated and manual customer support services to respond to inquiries about Federal Government programs, policies, information sources and agencies from the general public, Congressional offices, business and professional communities, academia, Government offices, and electronic and print media. The Contractor shall furnish the necessary facilities, personnel, equipment, supplies, and services, as required, to meet the requirements of the Government. In addition to providing customer support services, the Contractor shall perform all technical and management functions, as described in this SOW, to plan, design, implement, operate, and manage the contact center solutions. The Contractor shall also provide any special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the diverse needs of the Government. The geographic scope of this solicitation encompasses primarily contact centers that will be located in the United States. Where appropriate and on a task order-by-task order basis, the Government may allow centers to be located outside of the United States. The Contractor shall respond to inquiries and fulfillment requests originated from within the United States and from foreign countries. The term ?multi-channel contact center,? as used in this solicitation, refers to a customer contact center that performs all functions associated with receiving and responding to inquiries, and providing information and services through the use of various communications media, including telephones, telecommunications devices for the deaf (TDD/TTY), e-mail, postal mail, facsimile, the Internet, and other media as appropriate.?
The list of objectives of the solicitation is hereby provided verbatim, ?Through the services offered under this contract, the Government expects to realize the following objectives: (i) position the Government?s public information services on par with or exceeding private industry standards by providing customers with easily accessible, accurate, timely, and professional responses to their inquiries via their preferred method of communication, (ii) provide capability to respond quickly to provide fully managed multi-channel inquiry response and management solutions to meet the needs of Federal agencies and programs in emergency and crisis situations, (iii) provide increased capability to measure and control the delivery of information services to meet the evolving needs of citizens, (iv) provide solutions that comply with federal information systems security requirements; (v) gain and sustain access to commercial off-the-shelf, state-of-the-art technology that is secure and scalable to meet current and future requirements; (vi) control information dissemination costs; (vii) promote job opportunities for individuals who are blind or with severe disability.?
The solicitation calls for the contractor to: (i) provide a wide range of automated and customer support services, using multiple communication channels, to respond to inquiries about Federal government programs, policies, information sources, and agencies from the general public, Congressional offices, business and professional communities, academia, government offices, and electronic and print media, using multiple communication channels that include telephone, e-mail, the internet, facsimile, postal mail and other media as appropriate; (ii) provide and maintain all required facilities, equipment, software, supplies, and services, to support the automated and customer support services and technical and management functions; (iii) provide sufficient qualified personnel to support all automated and customer support services and to perform all required technical and management functions; (iv) provide solutions that fully comply with federal information system security requirements; (v) provide services that are fully accessible by individuals with disabilities as required by Section 508 of the Rehabilitation Act Amendments of 1998; (vi) perform all technical and management functions needed to plan, design, implement, operate, and manage these services. This includes: site management, program management, technology management, information systems security, content and knowledge management, contact/case management, relationship management, and customer satisfaction survey support; (vi) providing special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the diverse needs of the Government; and (vii) conducting public outreach and advertising programs which include publishing telephone numbers in telephone directories for agency-specified service areas. In performing this requirement the contractor will provide (i) all necessary personnel, training, supervision, administrative support and management; (ii) all facilities, supplies, equipment and IT hardware and services; (iii) all telecommunications except that provided by the Government, (iv) all software and research and reference materials except those provided by the Government; (v) current information to the public according to Government direction; and (vi) a quality control program. The contractor will be able to perform the work requirements of the contract at one work or more work sites within the United States.
To be considered for an award under this solicitation, the offeror must have gained the following minimum experience qualifications during the five (5) years immediately prior to the date of the Government?s receipt of proposals for this solicitation: (i) at least two (2) years? general experience in providing information and referral services with annual work volumes handled by agents of no less than 1,000,000 telephone inquiries and 75,000 e-mail inquiries; (ii) at least one (1) year of specialized experience in providing information services in a multi-media environment, including the use of telephone, facsimile, e-mail, and web-based media; (iii) at least two (2) years experience in providing information services in a multi-language environment; and (iv) at least two (2) years of specialized experience in handling case management in an information and referral service environment. . Small business offerors who do not meet the minimum experience qualifications criteria will be referred to the United States Small Business Administration (SBA) for a Certificate of Competency under the procedures outlined in FAR Subpart 19-602.
This solicitation will result in the award of one or more indefinite-delivery, indefinite-quantity (IDIQ) contracts, up to a maximum of ten (10) awards, for complete managed multi-channel contact center services. The Government will guarantee that each awardee will receive a minimum order amount of $10,000.00 in aggregate task orders. The maximum value of all task orders placed under all contracts resulting from this solicitation shall not exceed $2,500,000,000.00.
Award(s) will be made to the responsive, responsible offeror(s) whose proposal(s) provide the best-value solution to the Government. The Government will combine the results of the technical evaluation for each offeror?s proposal with the results of the corresponding price evaluation to identify those offers that provide the Government with the best-value solution(s). Resultant contracts will have a base period of two-years with four (4), two-year option periods.
Procedure for submitting questions: Interested parties should submit a complete list of questions concerning this solicitation to the Contracting Officer, via e-mail, no later than 3:00 p.m. (EST) on Friday, July 20, 2007. The e-mail address to use is: bob.corey@gsa.gov. All questions will be analyzed and the appropriate answers will be prepared. Once this process is complete, an amendment to the solicitation will be issued listing all questions received from all interested parties with their corresponding answers. Questions with answers from each interested party will be grouped together, but the identity of the questioners will not be revealed. Instead, the format that will be used is as follows: the first set of questions will be shown as Q.1.1, Q.1.2 etc., the next set of questions will be shown as Q.2.1, Q.2.2 etc.
Proposals in response to this solicitation are due by 11:00 a.m. (EDT) on Monday, August 6, 2007.
None of the Government-wide numbered notes apply to this synopsis.
GSV07PD0007 GSA Office of Administrative Services
7/13/07, 12:00 AM