Attachment 4 - QA Template.xlsx
XLSX spreadsheet 25 KB Posted
- Attached to
- Bureau of Labor Statistics Virtual Data Enclave for Restricted Access Microdata Services Federal contract opportunity
- Solicitation number
- 1605TA-24-Q-00018
About this file
This document is a Q&A template related to a Federal contract opportunity for a Virtual Data Enclave for restricted access microdata services. The contract has a base period of 12 months with four 12-month option periods. Key details include:
The DOL is seeking responses to questions about the technical and operational requirements of the contract, including inbound/outbound faxing, video conferencing, contact center features and integrations, managed services, custom-coded applications, third-party system integrations, training, chatbot functionality, security requirements, and integration with DOL systems such as Active Directory, Appian, and Microsoft 365. The DOL has also asked for clarification on the contract manager role and labor categories. Quotes are due via email by the date listed in the SF-1449 form. The associated NAICS code is 518210 with a $40 million size standard.
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Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| RFQ 1605TA-24-Q-00018 BLS VDE - Amd 0001.pdf | ||
| Attachment 4 - QA Template-Gov Responses.pdf | ||
| Attachment 3 - Sub-Contractor Confidentiality and Security Commitment.docx | DOCX document | |
| Attachment 2 - Past Performance Questionnaire.pdf | ||
| RFQ 1605TA-24-Q-00018 - BLS VDE.pdf | ||
| Attachment 1 - BLS Confidentiality and Security Requirements.docx | DOCX document | |
| Attachment 6 - Additional Information Sheet.docx | DOCX document | |
| Attachment 5 - Price Quotation Worksheet.xlsx | XLSX spreadsheet |
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Sheet1 Attachment 4 - Q&A Template
RFQ #1605TA-24-Q-00018 - BLS VDE
Question Number Solicitation Reference Question / Comment Government Response
| 95 | Q2 - Could you please provide responses to the following questions: Please describe any inbound our outbound faxing requirements that are being met by your current solution. Can the DOL clarify on their Video Conferencing requirements and use cases? "• For the Playback information to callers, what database are we integrating with? • Does it have an internet facing RESTful endpoint? " Managed Services/Day 2 Will the DOL require managed services for Move, Adds, or Changes? Would the DOL be interested in enhanced Managed Services? Does the DOL have a dedicated support team that will be certified to manage Genesys Cloud? If there is a dedicated internal support team for the DOL, what level of support are they comfortable with managing after deployment? Or, will the expectation be that the contractor operate and run the Genesys Cloud platform? Are there any 3rd party applications/servers/hardware that the contractor would need to maintain after deployment? What level of clearance would the contractor support/managed services team be required to obtain? Coded Application There is Mention of External, custom-coded application integration used for dialer, can the DOL provide more information? Claims Management Claims Management integration w/ screen pop - can the DOL provide more information? A second custom-coded claims management with a REST API, can the DOL provide more information? Paging Will there be Paging/intercom systems? If so, what are the models? OWCP DFEC What is the OWCP -DFEC Program application? Does it have a RESTful internet facing endpoint? What are the integration use cases? What is the WHD application? Does it have a RESTful internet facing endpoint? What are the integration use cases? Is the BLS Dialer a 3rd party dialing system? What type of SBCs are currently in place? Modification (page 64) Can we clarify on the "ability for an agent to modify their template and retain the Modifications"? Page 64 What self service items should be scoped? Which 3rd party applications does the DOL have (Salesforce, ServiceNow, etc.)? How many users on each? iFEC What is this application? Does it have a RESTful internet facing endpoint? What are the integration use cases? TopCATI What is this application? Does it have a RESTful internet facing endpoint? What are the integration use cases? OWCS What is this application? Does it have a RESTful internet facing endpoint? What are the integration use cases? Appian What is this application? Does it have a RESTful internet facing endpoint? What are the integration use cases? Database integration/updating Which/what database(s) will the CCaaS need to integrate with (SQL, Power BI, etc.) Does it have a RESTful internet facing endpoint? What are the integration use cases? Government-Developed CRM (Agency 10) Does it have a RESTful internet facing endpoint? Web Chat and Chat Bots Web chat/Web Messaging has been mentioned, how many different domains will the DOL require? How many Email addresses/mailboxes are currently sending messages to the contact center? What is the typical agent workstation profile? (OS version and hardware specs). Are agent workstations running in a VDI environment? (if so, which one?) Phone Can all users run our web browser-based soft phone (WebRTC), or do some users require a hard phone? Training Will a Train the Trainer approach work for DOL, or do you need us to train all DOL uses? With Train the Trainer, our team would train a group of users representing each area (agent, supervisor, administrator) and DOL would provide end-user training to all remaining users. We would also need to determine how many Train the Trainer classes DOL would require. Chat Bot Functions What functionality is DOL hoping to accomplish with the chat bot(s)? Which media types (Voice, SMS, Web Chat)? Is the DOL looking for a natural language or directed language through the IVR? |
| Q3 - Natural Language – “Hello caller, what can we help you with?” Directed Langue – “Hello caller, you can say things like: Change Address, Renew Vehicle, etc.” FAQ Requirements say “all agency FAQs.” Approximately how many question/answer pairs does this include today? Can the FAQ content be moved to a knowledgebase within the Genesys platform? If not, where is it stored, and can it be accessed through an internet-accessible REST API? Self Service Please describe any self-service functions that the bot needs to perform (e.g. renew vehicle) Are internet-accessible REST APIs available for any systems that the bot needs to access to perform its functions? The Contractor agrees to ensure that all Contractor-owned systems used to store or process data under this agreement comply with all applicable Federal information security directives, acts, laws, regulations, standards, and guidelines. This is a very broad statement, can this be further defined? The Contact Center Solution must provide the ability to interface with DOL Active What is DOL active? Does it have a RESTful Endpoint? The CCaaS solution should include the ability to integrate with Appian-based case management platforms. Does the Appian Case Management Application have a RESTful Endpoint? What are the use cases? The CCaaS solution must include the ability to integrate with Office365, MS Outlook, and MS Teams specifically. Currently, DOL is using OAuth for authorization in O365. The end user’s status and status message should be displayed and synchronize among O365 and the CCaaS solution. It must be the certified solution for Microsoft Teams listed in https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center?tabs=connect at the time of submission. What use cases do you have for integrating with MS Outlook? 1.9 Contract Manager The Description of the Contract Manager sounds more like a Program Manager role. Can DOL clarify the requirements for the Contract Manager and should this role also be considered Key Personnel and named in the response? 5.3.4 Mulit-language Can DOL please list which languages beyond Spanish are also required. Is multi-language only needed for IVR? or are there other applications such as agent routing that also require multi-language support Attachment B All option years, Pro Serve, are there requirements in the PWS for which skill sets will require Professional services support post production. Also, does DOL require the vendor to staff and manage Day 2 support as part of this contract or is that something that will be negotiated post award Attachment B Base Period Labor Are the 800 hours for task 0003 and the 700 hours for task 0006 purely representative or is DOL looking for the vendor to provide estimated labor hours based on the scope in the Technical Sections of the PWS? Attachment B Labor Is DOL looking for labor rates by skill set or a blended hourly rate for all roles? The “Agency 2 Main – CALL FLOW 1” The “Agency 2 Main – CALL FLOW 1” in the technical exhibit 6.3.1. has a decisional node for a call that is tagged for an agent. How does this tagging process work? In other words, how does the system know to tag this call for a particular agent. The “Agency 2 Main – CALL FLOW 1” If this workflow connects to a 3rd party application, like a CRM, does this application have a RESTful endpoint? The “Agency 4 – Flow 1” page 108 The “Agency 4 – Flow 1” page 108 in the technical exhibit 6.3.1. mentions a integration to Salesforce. What is expected level of integration? Which set of agents will need this integration? Will all Q&A be published for competing contractors? The “Agency 8 – Flow 1 The “Agency 8 – Flow 1” page 30 in the technical exhibit 6.3.2 references a case ID lookup. What system/application is the PureConnect (CIC) querying and does that application have a RESTful endpoint? “DBQuery” found on page 48 The “Agency 10 – Flow 1” page 44 in the technical exhibit 6.3.2 references a case ID lookup. What s | |
| Q4 - Can you please confirm where we need to send the Past Performance Questionnaire’s? It’s not completely clear in the RFQ? |
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