143011-25-0059 - Questions and Answers.docx.pdf

Office of Law Enforcement (OLE) Fisheries Call Center Operation Services Request for Information (RFI)

Questions and Answers

Question 1: Why has this bid been released at this time?

Answer: This Sources Sought has been released now because the current Data Call Center Contract ends on August 15, 2025. This Sources Sought is the start of the market research being conducted for the re-compete of the current contract.

Question 2: Has the current contract gone full term?

Answer: Yes. The current contract’s period of performance ends on August 15, 2025.

Question 3: Have all options to extend the current contract been exercised?

Answer: Yes. All four option years on the contract have been exercised.

Question 4: Please describe your level of satisfaction with your current or recent vendor(s) for the same purchasing activity, if applicable.

Answer: N/A

Question 5: Who is the incumbent, and how long has the incumbent been providing the requested services?

Answer: The incumbent is Dataflow Alaska, Inc. The incumbent has been providing services since 2015.

Question 6: How are fees currently being billed by any incumbent(s), by category, and at what rates?

Answer: The fees and rates being billed are from the former GSA Schedule 70, now known as the GSA MAS Schedule. Please refer to the GSA MAS Schedule website for rate information.

Question 7: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? What is the budget for this RFP?

Answer: Please refer to the current contract; GS35F0101V, Order Number 1305M320FNFFK0158, for this information. The current budget for the RFQ is still being finalized.

Question 8: What is the minimum required total call capacity?

Answer: Minimum call capacity is one (1).

Question 9: What is the minimum simultaneous inbound call capacity?

Answer: Unknown

Question 10: What percentage of inbound calls must be answered by a live operator?

Answer: 100% of inbound calls must be answered by a live operator. With the exception of Acts of God, Natural Disasters, and the like, to where a live operator is not available.

Question 11: What percentage of calls must be resolved without a transfer, second call, or a return call?

Answer: The attempt shall be 100%, however depending on the circumstance a transfer, second call or a return call is acceptable.

Question 12: Is there a minimum or maximum number of operators and supervisors?

Answer: Currently there are 10 operators, which includes 1 supervisor, 1 lead data technician, and 8 employees.

Question 13: What are the required language options?

Answer: English is the required language.

Question 14: What is the required degree of dedication for the call center? (Can call centers work on other contracts at the same time as this one)?

Answer: 100% of dedication is requested of the Contractors employees when they are operating as a representative of NOAA Office of Law Enforcement.

Question 15: What is the current average wait time for phone calls?

Answer: Currently all phone calls are answered on the 1st or 2nd ring.

Question 16: What is the current average handle time for phone calls and other types of communications?

Answer: Unknown

Question 17: What is the current average after-call work time for operators?

Answer: Unknown

Question 18: What time of day, days of the week, or times of the year do calls typically peak?

Answer: The Halibut & Sablefish Individual Fishing Quota program, Amendment 80 Non-Pollock program, American Fisheries Act program, Western Alaska CDQ Program, and the Pacific Cod Trawl Cooperative program all open and close with the Fiscal Year, Oct 1-Sept 30. The Crab Rationalization program opens and closed Apr-Apr.

With that said, the daily call volume and workload of processing reports seems to become busiest in the May-Nov timeframe. However, that doesn’t mean it is the rule.

Question 19: Average number of calls received in a month?

Answer: Average number of calls received in the month of August 2024 is 945.

*Data used from the last 5 years of reports by the incumbent Contractor.

Question 20: Are there any performance improvements you would like to see made?

Answer: N/A

Question 21: Is there a dedicated location the Contractor is expected to work out of? Or can the Contractors personnel be remote (but within USA)?

Answer: All services on this contract are required to be on site in Anchorage, Alaska government furnished space.

Question 22: Can a cover page for our response be excluded from the 5-page limit of the Capability Statement?

Answer: Yes, the cover page can be excluded from the five page capability statement limit.