Sol_A15PS00319_Amd_000001.pdf

(x)

A15PS00319

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0 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted ; or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGEMENT TO BE RECEIVED AT

THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted , such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

x

A16

Reston VA 20191 Contracting Office 12220 Sunrise Valley Drive

BIA CENTRAL 00016

03/16/2015000001

13. THIS ITEM ONLY APPLIES TO MODIFICATION OF CONTRACTS/ORDERS. IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

12. ACCOUNTING AND APPROPRIATION DATA (If required) is not extended.is extended, Items 8 and 15, and returning

Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended , by one of the following methods: (a) By completing

The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

FACILITY CODE CODE

10B. DATED (SEE ITEM 13)

10A. MODIFICATION OF CONTRACT/ORDER NO.

9B. DATED (SEE ITEM 11)

9A. AMENDMENT OF SOLICITATION NO.

CODE

8. NAME AND ADDRESS OF CONTRACTOR (No., street, county, State and ZIP Code)

7. ADMINISTERED BY (If other than Item 6)CODE 6. ISSUED BY

PAGE OF PAGES

4. REQUISITION/PURCHASE REQ. NO.3. EFFECTIVE DATE2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO. (If applicable)

1. CONTRACT ID CODE

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

03/16/2015

CHECK ONE A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE CONTRACT

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority) appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b).

E. IMPORTANT: Contractor is not, is required to sign this document and return __________________ copies to the issuing office.

ORDER NO. IN ITEM 10A.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

DUNS:

In accordance with 1452.280-1 Notice of Indian small business economic enterprise set-aside. Buy Indian Act Set-aside.

Distributed Call Center Service: Automatic Call Distribution (ACD), Interactive Voice

Response (IVR), and Workforce Management (WFM) solution for the Bureau wide Information

Technology Help Desk to be located in Albuquerque, NM. This service is Software as a

Service.

Amendment No. 1 herby amends the solicitation by the following:

Continued ...

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)15A. NAME AND TITLE OF SIGNER (Type or print)

15C. DATE SIGNED 16B. UNITED STATES OF AMERICA 15B. CONTRACTOR/OFFEROR 16C. DATE SIGNED

(Signature of person authorized to sign) (Signature of Contracting Officer)

Yvette Washington

STANDARD FORM 30 (REV. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

NSN 7540-01-152-8070

Previous edition unusable

Except as provided herein, all terms and conditions of the document referenced in Item 9 A or 10A, as heretofore changed, remains unchanged and in full force and effect .

ITEM NO. SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

NAME OF OFFEROR OR CONTRACTOR

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A15PS00319/000001

A. Extend the Request for Quote due date from

1700 ET, March 24, 2015 to 1700 ET, March 30, 2015. Quotes may be submitted electronically to

Yvette Washington, Contracting Officer, Yvette.Washington@bia.gov. Questions shall be submitted in writing to Yvette.Washington@bia.gov.

B. Attachment added: Average minutes per month.

C. Questions and Answers for clarification:

Question 1: Is the preferred training specified in the Scope of Work, Sections 5.1.2 and 5.1.3, in person and/or at site, on-line "live" instructor, computer-based non-realtime, or mixture of all?

Answer 1: No preference on training, the government will consider the quoted method.

Question 2: How many agents are expected to use the service? The SOW states the minimum is ten, but different approaches could be proposed to offer better value to the Government if the number of agents is increased.

Answer 2: The minimum number of agents per month is 10. The maximum number of agents that the government may need is 30. That number is determined by the governments need on a given month. The flexibility to adjust to the goverments need to increase/decrease monthly is necessary.

Question 3: Can the number of supervisory roles using this solution be provided as either absolute or as a percentage of total agent seats?

Answer 3: Absolute.

Question 4: Will integration work/be required for the call center SaaS offering?

Answer 4: It is not anticipated.

Question 5: What is the current call center environment:

Answer 5: It uses a touch requirement for menuing

Continued ...

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)

Sponsored by GSA

FAR (48 CFR) 53.110

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A15PS00319/000001

which transfers the party to the appropriate help desk agent with that particular skill set. Real time dashboards available for: number of available agents, calls the agents are on, time spent on a call, average time spent on a call, etc. Reporting is done off the current environment for items such as abandoned call, call wait times, etc.

Question 6: Is support for email, SMS texting and

Mobile apps a requirement?

Answer 6: Not a requirement.

Question 7: Is the IVR speech requirement just for simple speech for menuing, i.e. "Press or say

1"?

Answer 7: Yes.

Question 8: Is multilingual support required for the IVR, if so which languages? Or will everything be in English?

Answer 8: English.

Question 9: The preference is for a SaaS cloud-based solution, which are typically subscription based, what billing term is preferred?

Answer 9: Monthly.

Question 10: Are there any PCI compliance issues we need to address in our solution:

Answer 10: No.

Question 11: Is screen recording required with the call recording?

Answer 11: No screen recording is required.

Question 12: Is there any customization required to backend systems like CRM integration, other screen pop, web service data dips for IVR, mainframe, etc?

Answer 12: There is no customization requirement for backend systems.

Continued ...

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Question 13: Work Force Management comes in different packages, is there a preference or should we include all three in our response?

Answer 13: There is no preference. It is the vendors decision on what to include in the WFM portion.

Suggested COR: SBERRY

Period of Performance: 04/01/2015 to 03/31/2016

NSN 7540-01-152-8067 OPTIONAL FORM 336 (4-86)