B12_VENDOR_Q_A_0002.pdf

Q&A

RFQ 140L1725Q0035 - BLM-CO MTC/GJC DISPATCH ANSWERING SERVICE

The Statement of Work, Section 8.0 states 483 B Great Neck Rd. South. Mashpee, MA 02346. A google search matches this address to the Indian Health Service - Mashpee Wampanoag Health Service Unit.

Is the answering service required to be on-site in Mashpee? No, remote services will be needed for this requirement.

Or are remote services acceptable? Yes

What is expected/historical volume for the answering service? Highly dependent on fire activity.

Generally 5-20 calls per night when busy.

What are KPIs? Such as Average Handle Time, Service Level Agreements, CSAT, etc? Unknown

What are the exact off-hours? 5PM - 9AM? Variable, but generally May to November 7:00 PM to 7:30 AM, December to April 5:00 PM to 7:30 AM

Is there an incumbent for this contract? Yes, Mountain Message Service Inc

If so, have you been satisfied with the incumbent's performance? Yes

What is your expected budget or budget range for this opportunity? The Government is not revealing the budget for this project. Please provide your best offer.

Can the Government provide historical monthly or annual after-hours call volume data for each dispatch center (Grand Junction and Montrose)? If needed, can try and calculate this, but it will take some time. I currently do not have the capacity to do so, because of the workload for the current fire season.

Are there any required time thresholds for answering and patching through urgent calls to on-call dispatchers? Yes, as soon as the call is received

How many calls are typically received simultaneously during peak wildfire periods or heavy dispatch activity? Typically not more than 3 at a time (estimated). Generally, if there is a fire, we will be sending someone into the office, so once they are in place, the call volume will be reduced significantly.

What months of the year generally represent the peak call volume season? February, March, April, September, October, November

Will the Government provide a system or platform for patching calls through to on-call dispatchers, or is a standard three-way call approach expected? Standard 3-way call

Is there a standard format or secure delivery method required for next-business-day email reporting of non-urgent calls? No standard format, but the delivery method will be an to our center e-mail address. Who, What, When.

Are there any minimum staffing expectations for weekends, holidays, or overnight coverage? One person

Will a central point of contact be designated to provide weekly or daily updates to the contractor regarding the on-call personnel list? Yes

Should offerors propose a flat monthly price for each CLIN regardless of call volume, or will the Government consider volume-based pricing tiers? Unknown

Has the current contract gone full term? No current contract

Have all options to extend the current contract been exercised? No current contract

Who is the incumbent, and how long has the incumbent been providing the requested services? Mountain Message Service Inc, Years.

To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award? None

How are fees currently being billed by any incumbent(s), by category, and at what rates? Monthly at $198/month

What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Around $2500 per center

Is previous experience with any specific customer information systems, phone systems, or software required? No

What is the minimum required total call capacity? 10 calls per night

What is the minimum simultaneous inbound call capacity? Unknown

What is the maximum wait time? 5 min

What is the maximum hold time? 5 min

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? 0%

What is the maximum percentage of calls that can be terminated by the caller without resolution? 0%

Is there a minimum or maximum number of operators and supervisors? No

What are the call center's hours of operation? Also, can you please specify the hours of operation for the after-hours service? Grand Junction Interagency Dispatch is Open from 7:30 AM to 7:00 PM for May to November. It is open from 7:30 AM to 5:00 PM December to April. After hours services are variable, but generally May to November 7:00 PM to 7:30 AM, December to April 5:00 PM to 7:30 AM

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)? As long as the work is being completed, this does not matter to Grand Junction Dispatch

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)? As long as the work is being completed, this does not matter to Grand Junction Dispatch

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? Live operator must be initial contact

What are the recording requirements for inbound and outbound phone calls and how long must recordings be maintained? No recording requirement, but an e-mail of record.

What are the recording and storage requirements for non-phone communications? E-mails should be sent to Grand Junction e-mail. There is no storage requirement for the service.

What information is to be included in call logs? Date, time, message, and what the operator did with message.

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

What is the current number of seats for operators and supervisors at your existing call center? 10

What is the current average wait time for phone calls? 0 minutes

What is the current average handle time for phone calls and other types of communications? 3 to 10 min

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

What time of day, days of the week, or times of the year do calls typically peak? During regular work hours (7:30 AM to 7:00 PM)

Please reconfirm the due date for this procurement by providing it in response to answers to questions. Unknown

If there was a previous solicitation for these services, what was its title, number, release date, and due date? No previous solicitation

Why has this bid been released at this time? Exceeds services limit of $2500/year

Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable. Highly satisfied

Do you need 16 after hours service? Yes

Do we have to just send a report of call details of this time or we have to call some POC from Govt in case of an emergency? Call POC and e-mail calls.

Is this a first-time contract? No

How much was last contracts yearly price and total 5 years price? $2500/year for each dispatch center

What are the required coverage hours (start/stop times) and days (e.g., nights, weekends, holidays)? Grand Junction Interagency Dispatch is Open from 7:30 AM to 7:00 PM for May to November. It is open from 7:30 AM to 5:00 PM December to April. After hours services are variable, but generally May to November 7:00 PM to 7:30 AM, December to April 5:00 PM to 7:30 AM. This service is for every day of the year.

Are there specific shifts, or is coverage required continuously whenever dispatch staff are not present? Continuous

Is the government expectation that two positions/people are needed at all times, or is the “2 EA” quantity intended for two sites (one per center)? One per center should be fine

Are there historical averages or minimum call-handling labor hours per day/week for this requirement? Unknown

Is the answering service considered part-time or full-time for budget/planning purposes? Unknown

Can you provide prior year data or estimates on call volume and peak times for each dispatch center? Extremely variable based on fire activity. Increased volume potential in summer months.

Are there seasonal or event-related fluctuations to prepare for? February, March, April, September, October, November

Is a single phone number for both centers sufficient, and are separate lines/numbers required? Should be separate lines

Are there any reporting, call documentation, or technical standards not listed in the SOW? No

Are there quality control or performance metrics to be met? Just to ensure that loops are being closed, and calls are being passed along.