Call_Service_Statement_of_Work_8.20.18.pdf

Version 8.20.18

Statement of Work Call Service for Gulf of Mexico

Individual Fishing Quota (IFQ) Programs and Reef Fish Landing Notifications

1.0 Background

To allow for effective law enforcement of fishing regulations in Gulf of Mexico federal waters, fishers with reef fish on board are required to complete a landing notification at least three hours, but no more than 24 hours, in advance of landing. The landing notification requirement is intended to provide law enforcement officers the opportunity to be present at the point of landing so they can monitor and enforce federal reef fish requirements dockside.

2.0 Scope

The call service should be able to demonstrate prior experience answering and responding to a large number of callers, where callers are not simply leaving a phone number to call back. The call service will log into the National Marine Fisheries Service (NMFS) Southeast Regional Office Catch Share Programs online system to record the landing notification. Based on the average amount of minutes used during 2017, the estimated amount of minutes needed for the next year would be 14,600.

3.0 Objectives

A vessel can land reef fish species anytime during the day and night, provided that a landing notification has been given between three to 24 hours prior to landing. If landing IFQ species, fishers are required to provide the time and location of landing, vessel identifier (name and official vessel registration), the name of the IFQ dealer where fish are to be received, and estimated weights per share category. If landing non-IFQ reef fish species only, the landing notification must provide the vessel identifier (name and official vessel registration), date and time of expected landing, expected landing location, and certification that there are no IFQ species on board the vessel.

Authorized methods for submitting a landing notification include: 1) Online through the fisher’s IFQ account (for those with IFQ accounts); 2) through a vessel monitoring system unit; or, 3) by phone.

Because fishers are allowed to land 24 hours a day, they need the ability to complete the landing notification any time of the day. The telephone method is the only option for some fishers when fishing offshore. Therefore, a 24-hour call service is a necessary component for enforcement of the reef fish regulations.

4.0 Tasks

• The call service shall have 24-hour capability. The call service shall have live agents answering calls any time, day or night (no redirects to voicemail, call backs, or being placed on hold). The minimum answer time would be immediately and the maximum answer time would be 30 seconds. Operation during a contingency type event (hurricanes, tornadoes, other severe weather, natural disasters, etc.) is preferred and will be rated more favorably in the evaluation process.

• Call service agents shall have internet access with minimum screen resolution of 1024 x 768, must have browser software installed (e.g., Internet Explorer, Mozilla Firefox, or Google Chrome), and Adobe Flash Player software version 28 or greater to enter the landing notifications (the current version of the Adobe Flash Player is available at https://get.adobe.com/flashplayer/).

• Call service agents will follow web-based scripts provided by NMFS Southeast Regional Office when responding to fishers. An example script is provided in Appendix 1. NMFS may update the appearance of the script during the period of performance of the contract but the scope will remain the same.

• Any IFQ customer service questions should be directed to 1-866-425-7627, option 2. If customer service calls are forwarded after hours, fishers can leave a message and their call will be returned during business hours. Any non-IFQ customer service questions should be directed to 727-824-5305.

• If the Catch Share website is down, call service agents should follow the attached contingency plan provided in Appendix 2.

• NMFS Southeast Regional Office must have the ability to listen to recorded calls between the call service agents and fishers. The recorded calls shall be available on-line and accessible by a UserID and PIN.

• The recorded calls shall be backed up to CD and provided to NMFS Southeast Regional Office on a yearly basis.

5.0 Delivery

Call service center must complete the landing notification at the time of the phone call. The NMFS Southeast Regional Office must have the ability to listen to recorded calls between the call service agents and fishers. The recorded calls shall be available on-line and accessible by a UserID and PIN. The recorded calls shall be backed up to CD and provided to NMFS Southeast Regional Office on a yearly basis.

6.0 Government-Furnished Property

N/A

7.0 Security

There are not any unique security requirements associated with contract performance.

8.0 Place of Performance

The call service location will be the place of performance.

9.0 Period of Performance

Base: 09/01/2018 (00:00)-08/31/2019 Option Year 1: 09/01/2019-08/31/2020 Option Year 2: 09/01/2020-08/31/2021 Option Year 3: 09/01/2021-08/31/2022 Option Year 4: 09/01/2022-08/31/2023 https://get.adobe.com/flashplayer/

APPENDIX 1: CALL CENTER SCRIPT

If landing IFQ species:

If landing non-IFQ reef fish species only:

APPENDIX 2: CONTINGENCY PLAN

Landing Notification If there is an outage of the Catch Share online system and the VMS system, vessel operators will only be able to use the phone to complete a landing notification. The individual assigned to answer the landing notification calls should follow the steps below:

1) Call Center staff should contact Elaine Harrell (813) 767-5471 (cell) or (727)551-5613 (work). If Elaine cannot be reached, Call Center staff should contact Darryl Caldwell at 727-551-5725 (work) or Thomas Robertson at (727) 503-0790 (work cell). Until the system is functioning Call Center staff should follow the steps below.

2) Record the required information:

• Vessel name or number,

• Dealer’s business name (If IFQ species are on board),

• Name of location where the vessel is landing,

• Address where the vessel is landing,

• City and state where the vessel is landing,

• Day and time of arrival at the dock,

• Time zone (Eastern or Central),

• Time the individual called, and

• Whether or not IFQ species are onboard o If IFQ species are on board, specify estimated pounds landed in gutted weight of :

Red Snapper Red Grouper Gag Other Shallow-water Grouper Deep-water Grouper Tilefish

3) Provide the fishers an emergency 3-hour notification confirmation code.

4) E-mail the 3-hour notification information to Catch Share Customer Support at nmfs.ser.catchshare@noaa.gov and state and federal law enforcement officers and agents at nmfs.sero.callcenter@noaa.gov. Also, e-mail a screen shot of the Web site error to Elaine.Harrell@noaa.gov.

5) Catch Share Customer Support will enter the landing notification after the system is restored. This ensures a permanent record of this information is captured.

6) Upon award of the call service contract provide John McGovern at (727) 824-5305 (work) with point of contact for new vendor.

mailto:SER-IFQ.Support@noaa.gov mailto:nmfs.sero.callcenter@noaa.gov mailto:Elaine.Harrell@noaa.gov