Q and A Answering Service 5 20 2025 1240BG25Q0020.pdf

5/20/2025 Questions

Functionality & Workflow Questions

1. What satellite messaging devices are the field crews using?

o (e.g., Garmin inReach, SPOT, Iridium)

Garmin inReach and SPOT devices. Crews are also equipped with satellite phones to make phone calls.

2. How do messages from these devices get routed to the answering service?

o Via email, a portal, SMS, or third-party software?

Messages are sent from the satellite messaging devices via email to the answering service.

3. Is there a standard message format used by crews (e.g., "I’m okay", trip info)?

o Are messages templated, coded, or freeform?

Crews will send a variety of message types. They will identify the user, the Program/Team, and the check-in, check-out, or status update to be recorded into CIAO. There may be variation in the message so the answering service must interpret and record properly.

4. How should we confirm receipt of satellite messages?

o Do you expect a simple "Message received" reply or something more detailed?

“Message received” is usually adequate. If changes need to be made in CIAO, answering service should indicate that the changes were made. There is a notes section in CIAO where the entire message can be entered if needed.

o Is there a time limit to respond (e.g., within 5 minutes)?

The answering service is expected to reply to the satellite messages within 5 minutes. Because of satellite coverage, even a 5 minute delay from the answering service could result the field crew not receiving a reply within 30+ minutes.

Access & Configuration Questions

5. Will we need special credentials, permissions, or to receive satellite messages?

o Do we need to register a specific email or domain?

An email address must be provided for which the crews will use to send emails. The locations of our crews are confidential, and confidentiality agreements must be signed by all users that have access to the crews’ messages and CIAO.

6. Is there a specific platform or interface we must use to respond to satellite messages?

o Web-based portal ?

inReach and SPOT messages must be replied to using different formats. The emails from inReach devices include a link in the body of the email to use in order to reply (you cannot send a message without this link). For SPOT messages, the recipient can reply directly to the messages.

All message information then must be recorded in CIAO.

7. What happens if a satellite message fails to send or we don’t receive it?

o Are there fallback procedures or verification steps?

This does very rarely occur. Employees also use a feature on their devices to indicate they are ok. If they have not received a reply from the answering service, they are to hit their “I’m Okay” button.

When a supervisor gets a call that the employee has not checked in, the supervisor immediately logs into the inReach or SPOT account to scan for recent activity.

Escalation & Logging Questions

8. How should we log satellite messages and our replies?

o Do they need to be copied into CIAO? Or stored separately? Will we be provided access to CIAO?

Once confidentiality agreements have been signed, the answering service will begin the process to access CIAO. Each answering service employee should create an account using LogIn.gov. Once the users created an account with LogIn.gov, they can request access to CIAO and then be added to the “team” by the RMRS Safety Manager. The answering service will be given access and shown how to log the information in CIAO. Some messages require just clicking on “check-in” or “check-out” or “I’m Okay” while other messages require the information in the trip to be edited as the employees’ travel plans change.

9. Are there emergency codes or special message types that require immediate escalation?

o Are keywords like "HELP", "DELAY", or "NO CONTACT" used?

Emergency messages sent from employees are usually not sent to the answering service. However, if an operator receives something indicating an unusual situation or emergency, they should immediately initiate the escalation process.

10. Should all satellite messages be followed up with a phone call to the crew’s supervisor?

• Or only under certain conditions (e.g., no evening check-in)?

No, the messages should be recorded in CIAO to indicate the employees’ status. Only when a crew is “late” or the answering service receives an emergency message should the crews’ supervisor be called.

Training & Documentation Questions

11. Will training or documentation on the satellite messaging system be provided?

• If not, is there a technical POC (point of contact) who can walk us through it?

Yes, the RMRS Safety Manager will provide training to the call center manager on how to use CIAO and how to respond to satellite messages. Written procedures for how RMRS employees use the answering service are available.

12. What are the common issues crews experience when using satellite messaging, and how should we handle them?

Crews will sometimes experience delays in messaging due to an obstructed view of the sky. It is critical that answering service operators, reply to messages as soon as possible and accurately record the information in CIAO so that the supervisors have up to date information and know employees are safe and accounted for.

Has the current contract gone full term?

The current contract ends in August.

Have all options to extend the current contract been exercised?

The contract we for one year, there was no options.

Who is the incumbent, and how long has the incumbent been providing the requested services?

TP Communications Inc./Apello

To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award?

No, as long the service can be provided location will no be a factor.

How are fees currently being billed by any incumbent(s), by category, and at what rates?

The current contract we awarded for $17,190.40

What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)?

The current contract we awarded for $17,190.40

What is the minimum required total call capacity?

No minimum, as long as calls are answered.

What is the minimum simultaneous inbound call capacity?

No minimum

What is the maximum wait time?

30 seconds. These employees calling into the answering service are often using satellite phones with variable reception.

What is the maximum hold time?

No call should be placed on hold.

What percentage of inbound calls must be answered by a live operator?

100%

What percentage of calls must be resolved without a transfer, second call, or a return call?

100%

What is the maximum percentage of calls that can be terminated by the caller without resolution?

unknome

Is there a minimum or maximum number of operators and supervisors?

No requirement

What are the required language options?

English.

What is the required degree of dedication for the call center? (Can the call center work on other contracts at the same time as this one)?

Call center can work on other contracts at the same time.

What is the required degree of dedication for the operators? (Can the operators assigned to this contract work on others at the same time as this one)?

Operators can work on other tasks.

Are callers required or allowed to connect with a message verification system or pre-recorded message before connecting to a live operator, or must a live operator be the initial contact?

Yes, but callers must not wait longer than 30 seconds to be connected to a live operator.

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained?

All call will be entered in the “CIAO” (Check In and Out), a Forest Service Enterprise Application.

There is no requirement for audio recording.

What are the recording and storage requirements for non-phone communications?

RMRS employees must be able to send messages via email from satellite messenger devices. The answering service operators must read quickly, respond within 5 minutes, and record the information in CIAO.

What was your average monthly call volume over the past year?

Under 12,000 min

What is the current number of seats for operators and supervisors at your existing call center?

What is the current average wait time for phone calls?

Less than 30 seconds

What is the current average handle time for phone calls and other types of communications?

Less than one minute

What is the current average after-call work time for operators?

Over the past year, what is the percentage of calls received in English versus non-English?

100% English

Over the past year, what percentage of calls received were in Spanish?

0% Spanish

What time of day, days of the week, or times of the year do calls typically peak?

Calls peak between 8:30pm and 10pm MT Monday through Friday but can occur any day of the week at any time.

Does this procurement replace Number 1240BE21Q0091? If not, please provide the previous solicitation for these services, including the title, number, release date, and due date?

This does not replace 1240BE21Q0091 (different need), there was not a SAM.com solicitation for the previous work, it was under the $25,000 threshold.

Is there a deadline for questions?

May 22 2025

When is the anticipated award date?

End of May 2025

Are bidders permitted to deviate in any way from any manner of quoting fees you may be expecting? For example, if there is a pricing page in the RFP, can bidders submit an alternate fee structure? If there is no pricing page in the RFP, do you have any preference for how bidders should quote fees or can bidders create their own pricing categories?

Please bid in the structure on the “SCHEDULE OF ITEMS”