A04_SOW.pdf
PDF 121 KB Posted
- Attached to
- INTERACTIVE VOICE RESPONSE (IVR) SW-16 Federal contract opportunity
- Solicitation number
- 140A1624Q0087
About this file
This document is a Statement of Work (SOW) for an Automatic Call Distribution (ACD) system for the Bureau of Indian Affairs (BIA) Service Center's Interactive Voice Response (IVR) system. The scope of work includes providing and updating the IVR system's functionality and features, testing the ACD solution, and developing a plan for product improvement based on user feedback. It also requires integrating the IVR system with the BIA's telephony infrastructure, providing ongoing support and maintenance, and training materials for BIA staff.
The key deliverables include conducting a needs analysis, updating the system design, integrating the IVR system with the BIA's telephony infrastructure, executing a comprehensive testing plan, providing targeted training, and delivering detailed analytics. The SOW is related to a federal contract opportunity with Solicitation Number 140A1624Q0087 for "INTERACTIVE VOICE RESPONSE (IVR) SW-16" issued by the Department of the Interior, Bureau of Indian Affairs Central Office.
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Sol_140A1624Q0087_Amd_0002.pdf | ||
| SF1449_continuation_pages_SOL_REV_0002.docx | DOCX document | |
| Q_and_A_0001.pdf | ||
| Sol_140A1624Q0087_Amd_0001.pdf | ||
| Sol_140A1624Q0087.pdf |
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Text version
Statement of Work Automatic Call Distribution for IVR – BIA ABQ Service Center
Project Overview
The purpose of this project is for continued support of an ACD (Automatic Call Distribution) for the
Indian Affairs (IA) Service Center to utilize with its IVR System.
The IVR/ACD system will allow internal and external IA customers to interact with our organization’s
Service Desk through a series of voice prompts and/or touch‐tone keypad selections. The IVR system will be designed to provide internal and external users with a seamless and efficient experience when interacting with our organization.
The objective is to continue and improve streamlining customer interactions, reduce wait times, and ensure that inquiries are routed accurately to the appropriate service teams efficiently with as little delay or misroute as possible.
Scope of Work
The scope of work for this project includes the following tasks:
Provide and update the IVR system's functionality and features
Continue to test the ACD solution prior to deployment.
Continue to develop a plan for the improvement of product, inclusive of user feedback, to ensure positive user experience and actual function prior to deployment
Integration of the IVR system with IA telephony and infrastructure including
Provide ongoing support and maintenance for the IVR system
Provide training materials and training to our staff on usage and maintenance the IVR system
Provide updated training materials as changes and updates occur to match deployed solutions
Deliverables
Needs Analysis: Conduct regularly scheduled needs analysis focused on the IA Service Center to define specific IVR system requirements, including language options, call routing preferences, and integration with existing IA Service Center policies and procedures.
System Design: Update design document outlining the IVR system’s features, including call flow diagrams, prompt scripting, and integration points within the IA telephony infrastructure.
Ensure ACD/IVR software meets identified needs while maintaining security and compliance standards.
Infrastructure Integration: Integrate the IVR system with the existing IA telephony infrastructure including current government, contract, or vender de, inclusive of any required modifications, configurations, or upgrades.
Execute a comprehensive testing plan to validate the functionality, performance, and reliability of the ACD/IVR system, including user acceptance testing (UAT) with IA staff.
Provide targeted training and training materials for IA Service Center personnel on the operation and maintenance of the IVR system when functionality changes. This includes current and future user support materials and training sessions.
Analytics: Provide detailed analytics including time and metadata to identify failure and success of usage and connection.
Continue to adhere to and improve support and maintenance plan, ensuring that the IVR system remains fully operational and receives timely updates and troubleshooting assistance as needed.
Support for major changes or upgrades may require a fallback procedure and timeline.
File details come from the government source that posted it. Updated .