C3MP RFI 8.7.25 (002).pdf

Federal Emergency Management Agency Recovery Technology Program Division

Request for Information Date: August 7, 2025

REQUEST FOR INFORMATION: The Department of Homeland Security, Federal Emergency Management Agency, Recovery Technology Programs Division, requires the Contractor to provide all personnel, transportation, equipment, tools, materials, supplies, installation, management, supervision, engineering, maintenance, testing, and services necessary to make circuits/services fully operational and to perform all tasks and functions and shall be capable of providing and facilitating the transition, system sustainment, and modernization of federal emergency management agency’s contact center environment.

GENERAL INFORMATION: This Request For Information is issued solely for information gathering purposes to identify sources that can provide support for the Recovery Technology Programs Division. In accordance with Federal Acquisition Regulation 15.201(e), request for information may be used when the Government wants to obtain price, delivery, other market information, and capabilities for planning purposes. Responses to these request for information are not offers and cannot be accepted by the Government to form a binding contract. This request for information shall not be construed as a commitment by the Government for any purpose, nor does it restrict the Government to an ultimate acquisition approach. Respondents are solely responsible for all expenses associated with their request for information response. Respondents will not receive additional information in response to their submittal to the request for information and will not be notified of the resulting market research.

PROPRIETARY INFORMATION AND DISCLAIMERS: Respondents shall identify any proprietary information in its request for information response. Information submitted in response to this request for information will be used at the discretion of the Government. Further, the information submitted will remain confidential insofar as permitted by law, including the Freedom of Information and Privacy Acts. Federal Emergency Management Agency reserves the right to utilize any non-proprietary technical information in the anticipated Statement of Work or solicitation.

Although it is not necessary to address in their response, respondents shall be aware of any potential, actual, or perceived organizational conflicts of interests. Any real or potential conflicts must be sufficiently mitigated prior to a contract award. For further guidance, refer to the Federal Acquisition Regulation, Part 9.5.

ANTICIPATED NORTH AMERICAN INDUSTRY CLASSIFICATION SYSTEM CODE:

561422 Telemarketing Bureaus and Other Contact Centers or 517110 - Wired Telecommunications Carriers

PRODUCT SERVICE CODE: D304 - Telecommunications and Transmission, D316 - Telecommunications Network Management, D318 – Integrated Hardware/Software/Services Solutions)

ANTICIPATED PERIOD OF PERFORMANCE START DATE: 3/26/26

ANTICIPATED ACQUISITION STRATEGY: General Services Administration's Enterprise Infrastructure Solutions contract vehicle

ATTACHMENT: Statement of Work “Contact Center Capability Modernization Program” dated 6.24.25 https://www.naics.com/naics-code-description/?code=561422&v=2022

REQUEST FOR INFORMATION RESPONSE SUBMITTAL INSTRUCTIONS:

Interested contractors shall submit their request for information responses electronically to Tiffany Wilson, Contracting Officer, at tiffany.wilson@Federal Emergency Management Agency.dhs.gov and no later than 3:00PM Eastern Standard Time, due August 31, 2025. Questions regarding this request for information are due no later than Noon Eastern Standard , August 15, 2025.

“Request for information Response for Recovery Technology Programs Division” shall be in the subject line of your e-mail. All responses shall be unclassified, with proprietary information clearly marked. The document format shall be either Microsoft Word (.doc or .docx), or Adobe Acrobat (.pdf) formats. Pages shall be 8.5 by 11 inch and shall use a type pitch that is no smaller than a standard 11-point font type, with the exception of charts, graphs, or tables, which shall use a pitch not smaller than 10-point font.

Responses shall not exceed (page limit) pages in length including images, data displays, charts, graphs, and tables. Page limitation does not include: 1 cover page. Do not include promotional materials.

REQUEST FOR INFORMATION Responses shall include the following information in the order below:

A. Cover Page with the following information:

1. Company Name

2. Company Address

3. Unique Entity Identity Number

4. Company Point of Contact - Name, Title, Phone, and Email address

5. Statement of current business size status (i.e., Historically Underutilized Business Zones small business concern, service-disabled veteran-owned small business firm, 8(a) contractor, woman-owned small business, small business, or large business concern). Also, business size in relation to the North American Industry Classification System code size standards assigned to this acquisition.

6. General Services Administration Schedule Number, Contract Number, and Period of Performance and/or Department of Homeland Security Strategic Sourcing Vehicle Category Name and Contract Number, if applicable

B. Contractor Capability Statement (No more than 10 pages in length)

1. Summarization of relevant projects showing capabilities

2. Past performance in applicable areas

C. Contractor request for information Responses to questions (No more than (10 pages) in length)

The responses received will assist Federal Emergency Management Agency with identifying the number and nature of the entities that consider themselves potential technical solution providers. Each respondent, by submitting a response, agrees that any cost incurred in response to this request for information, or in support of activities associated with this request for information, shall be the sole responsibility of the respondent. Federal Emergency Management Agency shall incur no obligations or liabilities whatsoever, to anyone, for any costs or expenses incurred by the respondent in responding to this request for information.

REQUEST FOR INFORMATION QUESTIONS

1. Network Services Can you ensure the reliability and redundancy of your network services to support National Processing Service Center agents at various locations, including contact centers and virtual agents? (Yes/No)

a. If yes, how will this be accomplished?

• Do you have measures in place to manage and optimize network traffic for handling inbound internet customer contacts and toll-free telephone calls from disaster survivors? (Yes/No) o If yes, how will this be accomplished?

• How do you handle maintenance and upgrades to the cloud platform?

2. Security

• Do you provide an appropriate level of cybersecurity that ensures Federal Emergency Management Agency’s capabilities are protected, resilient, survivable, and recoverable?

(Yes/No) o If yes, how will this be accomplished?

• Do you have findings from your most recent penetration test and what are your processes for identifying and mitigating security vulnerabilities?

• How will you adapt to evolving threats in the telecommunications landscape?

3. Service Delivery and Performance Monitoring

• Do you have tools and metrics in place for real-time network performance monitoring to ensure accurate, timely, and consistent information is provided to disaster survivors?

(Yes/No) o If yes, how will this be accomplished?

• Can you obtain and report on survivor feedback effectively? (Yes/No) o If yes, how will this be accomplished?

• Do you have workforce management capabilities (i.e. scheduled, adherence, time-off requests, etc.)? (Yes/No) o If yes, how will this be accomplished?

4. Scalability and Flexibility

• Can your network services scale to meet increasing demands and provide a flexible path for future migration to a cloud-based Contact Center Capability Modernization Program solution (i.e. bulk user imports/exports)? (Yes/No) o If yes, how will this be accomplished?

• Are you able to quickly upgrade or expand network infrastructure to respond to changing business needs, such as customized interactive voice response, call routing, port expansions?

(Yes/No) o If yes, how will this be accomplished?

• Do you have the ability for external agents to utilize the cloud system?

o If yes, how will this be accomplished?

5. Interoperability and Integration

• Can you ensure interoperability with existing federal networks and systems to provide transparency and visibility into the application processing procedure and status of applications? (Yes/No) o If yes, how will this be accomplished?

• Have you successfully integrated with other agencies or organizations (local, state and federal) in the past? (Yes/No) o If yes, how will this be accomplished?

• Do you have the ability to integrate with customer relationship management, Microsoft

Dynamics, Salesforce, ServiceNow, etc.? (Yes/No) o If yes, how will this be accomplished?

• Are Application Programming Interfaces available when integrating with existing systems?

(Yes/No) o If yes, how will this be accomplished?

6. Scope of Services and Subcontracting

• Are you able to meet the full scope of services outlined in Section C.2.2 of the contract?

(Yes/No) o If yes, how will this be accomplished?

• If subcontracting is required, will you comply with FAR 52.219-14, "Limitations on

Subcontracting"? (Yes/No) o If yes, how will this be accomplished?

• Can you ensure that subcontractors meet the same standards and requirements as your primary services? (Yes/No) If yes, how will this be accomplished?

7. Innovation and Emerging Technologies

• Do you incorporate emerging technologies such as Artificial Intelligence to improve interactive voice response communication resources, reduce call volume, and provide better service to disaster survivors? (Yes/No) o If yes, how will this be accomplished?

• Can you provide Artificial Intelligence solutions like chatbots, speech analytics, predictive routing, webchat, natural language interactive voice response, knowledge bases, machine learning, and virtual “agent on the shoulder” assistance? (Yes/No) o If yes, how will this be accomplished?

• Is your solution cloud based? (Yes/No) o If yes, how will this be accomplished?

8. Reducing Architectural Complexity

• Do you utilize a centralized solution for routing inbound and outbound contacts and centralizing components for virtualization to reduce architectural complexity? (Yes/No) o If yes, how will this be accomplished?

• Is your solution scalable enough to quickly respond to unique threats or forms of assistance specified by Congress? (Yes/No) o If yes, how will this be accomplished?

9. Quality Control Processes:

• What quality control processes and methodologies do you employ?

• Do you have agent audio and screen recording capabilities to ensure compliance and improve customer experience? (Yes/No) o If yes, how will this be accomplished?

• Do you have off-call screen recording in-house capabilities?

o If yes, how will this be accomplished?

• Do you have audio and screen recording retention abilities based off retention policies set by Department of Homeland Security for both short- and long-term storage.

o If yes, how will this be accomplished?

10. Past Performance:

• What lessons learned from the previous contract should be considered?

• How do you handle streamlining communication during system outages and/or unscheduled downtime? Please be as specific as possible.