Statement of Work OLE Hotline.pdf

STATEMENT OF WORK- DOC/NOAA/NMFS

Office of Law Enforcement

24 Hour Hotline Answering Service

PURPOSE:

Provide a secure answering service for existing Hotline Number, 24 hours a day 7 days a week, in support of NOAA’s National Marine Fisheries Service, Office of Law Enforcement.

BACKGROUND:

The National Oceanic and Atmospheric Administration, National Marine Fisheries Service, Office for Law Enforcement (NOAA/OLE) is the Federal Enforcement Agency of the National Marine Fisheries Service. It is responsible for the ecosystem protection and conservation of most of national marine life. NOAA/OLE is divided into five divisional offices: Northeast, Southeast, Alaska, West Coast Division, and Pacific Islands.

SCOPE:

Service shall include providing and maintaining a secure answering service for OLE’s existing Hotline Number, and reporting those calls electronically to the applicable division depending on the location of the call. Coverage shall include the ability to speak to a live operator, routing callers, tracking incoming calls and reporting calls electronically or via fax to the applicable division depending on the location of the call, provide a web based and/or fax reporting system to capture the nature of the incoming call, contacting OLE personnel with reported issues and/or complaints, and notify customers of any planned or unplanned shutdowns.

The data from Table 1 shall be collected when a call is received. The Contractor shall acquire the pertinent information at a minimum from Table 1 to determine where to transfer the caller to, if a call is received for an "ongoing violation”. Calls received for "ongoing violations" shall be routed to the applicable division listed in Table 2.

The answering service shall be able to discern between a violation and a marine mammal stranding. Stranding Reports shall be transferred to an existing number.

Nationwide approximately 85 to over 260 calls a month (median of 136) are received. Calls range from 1 minute to over 12, with a media of just over 5 minutes duration, for total monthly minutes ranging from 400 to over 1200 minutes (median 700). These inbound calls result in a median of 95 outbound calls per month, at just over 2 minutes in average length. Less than 5% of calls received are in Spanish. This anticipated level of effort does not indicate agents dedicated solely to this work are required for this service.

PERIOD OF PERFORMANCE:

Base Year: September 1, 2024 – August 31, 2025 Option Year 1: September 1, 2025 – August 31, 2026 Option Year 2: September 1, 2026 – August 31, 2027 Option Year 3: September 1, 2027 – August 31, 2028 Option Year 4: September 1, 2028 – August 31, 2029

PERFORMANCE REQUIREMENTS:

1. The Contractor shall provide fully-trained staff, facilities, and equipment.

2. Coverage shall be live, 24 hours/7 days a week/365 days a year.

3. Contractor shall provide a web based and/or fax reporting system to capture the nature of the incoming call and contact OLE personnel with reported issues and/or complaints

4. The Contractor’s staff shall be experienced with performing the same or similar services using data collecting/and or a notifications type database system. Answering operators are to be intelligible and English speaking

5. The Contractor shall answer all calls live and no calls shall be dropped or sent to voicemail with a maximum wait time of one minute for any call placed on hold.

6. The Contractor shall correspond with all callers in a courteous, respectful and appropriate manner.

7. The Contractor shall acquire the pertinent information at a minimum from Table 1 to determine where to transfer the caller if a call is received for an "ongoing violation. Calls received for "ongoing violations" shall be routed to the applicable division listed in Table 2.

8. The Contractor shall provide monthly reports to the Point of Contact for each division listed, detailing the calls received and total calls received per division, utilizing the descriptions listed in Table 3 in an excel format:

Table 1 (Refer to script)

IN: Date and Time and the Operator whom took the call VIOLATION or ONGOING VIOLATION AND

STRANDING

LOCATION:

STATE:

REGION:

DATE:

VIOLATOR/VESSEL:

LICENSE/PERMIT:

MSG: (This usually explains what the call is about)

CALLER NAME:

PHONE NUMBER: Day or Night?

Table 2

Divisions States to Cover per Division for received calls

Northeast Division Connecticut, Delaware, Maine, Massachusetts, Maryland, New Hampshire, New York, New Jersey Rhode Island and Virginia

Southeast Division Alabama, Florida, Georgia, Louisiana, North Carolina, South Carolina, Puerto Rico, Texas and Virgin Islands

West Coast Division Montana, Wyoming, North and South Dakota, Utah, Arizona, California, Idaho, Nevada, Oregon and Washington

Alaska Division Alaska Pacific Island Division American Samoa, Guam and

Hawaii

Table 3

IN: Date and Time and the Operator whom took the call

IS THIS A VIOLATION, ONGOING VIOLATION OR

STRANDING:

LOCATION:

STATE:

REGION:

DATE:

VIOLATOR/VESSEL:

LICENSE/PERMIT:

MSG: This usually explains what the call is about

CALLER NAME:

PHONE: Day or Night?

RELAY ATTEMPS:

SCRIPT FOR ENFORCEMENT HOTLINE OPERATORS

GREETING

Thank you for calling the National Marine Fisheries Service Enforcement Hotline. Your call is very important to us. Please remain on the line and your call will be answered momentarily.

OPERATIOR RESPONSE

Good_______________. My name is ________________.

May I please have your First and Last name?

May I please have your phone number?

What state are you calling from?

Are you calling to report a suspected Marine Resource violation?

IF YES:

Where did this violation occur? (Require a specific location description as close as possible). If in the ocean, how far off the coast of which city and/or state.

Can you please describe the suspected violation and all marine species involved?

When did this violation occur?

Was a vessel or vehicle involved?

What is the name, number and license plate number of the vessel or vehicle involved?

Can you describe the vessel or vehicle? Length, color, type of vessel?

What are the names of any people or businesses involved in the violation?

May an officer or agent contact you to obtain additional information?

When is the best time and number to contact you?

IF NO:

Are you calling to report a stranded marine mammal?

IF YES:

Provide caller with the contract number for the appropriate MM Stranding Network based on location of stranded animal.

IF NO:

What is the nature of your call?

INVOICING:

Invoices shall be submitted via the Invoice Processing Platform (IPP) at the end of each month in which services are performed. Information on IPP may be found at https://www.ipp.gov.

Monthly reports shall be sent to the POC via email.

SECURITY:

This requirement requires access to sensitive data in support of the National Marine Fisheries Service/Office of Law Enforcement. No information shall be released to any entity without prior written approval from the Contracting Officer. The contractor shall be required to sign a Non-disclosure agreement upon award.

TECHNICAL POINT OF CONTACT: TBD at time of award.