GSV07PD0007.pdf

Request for Proposal GSV07PD0007

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SECTION B

SCHEDULE OF SUPPLIES OR SERVICE

B.1 DESCRIPTION OF SERVICES

The Contractor shall furnish all personnel, facilities, technology infrastructure, supplies, and services required to plan, implement, operate, and manage multi-channel contact center services as specified in Section C, Statement of Work (SOW).

B.1.1 Project Start-Up

Charges associated with Project Start-Up shall include one or more of the following:

a) Facility and Equipment – Costs incurred to prepare the site and systems at each center to support task requirements, including facility, equipment, supplies and services.

b) Initial/Special Training – Labor and supply costs incurred to develop training materials and to conduct training of the initial complement of Information Specialists (ISs) or any additional ISs above the initial complement needed to support task requirements (note that this does not include any training costs for new personnel to replace ISs who leave the project [for example, through attrition training] or for any on-going or refresher training conducted by the Contractor to ensure compliance with performance requirements).

c) Knowledge and Content Development – Labor and supply costs incurred to develop and prepare the knowledge base to support task requirements.

d) Project Implementation Support – Labor, travel and supply costs incurred in support of start-up activities.

B.1.1.1 Facility and Equipment

This is a one-time charge to be paid for all facility, equipment, software, supplies and services needed at each center to support task requirements. The charge includes a fixed base component plus an incremental component.

B.1.1.2 Initial/Special Training

This is a one-time charge to be paid for labor and supply costs incurred to develop training materials and train the initial complement of ISs or any additional ISs above the initial complement needed to support task requirements. The charge can also be applied to any training or related activities directed by the Government to accommodate specific needs. The charge includes labor and supply costs for course development, training materials, and instructors and the labor costs for Information Specialists attending the training or related activities. This charge does not apply to any on going or refresher training conductor by the contractor to ensure compliance of performance requirements or training of replacement ISs due to attrition or other causes.

B.1.1.3 Knowledge and Content Development

This is a one-time charge to be paid for labor and supply costs incurred to develop the knowledgebase to support task requirements.

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B.1.1.4 Project Implementation Support

This is a fixed fully burdened hourly charge for technical support needed during project implementation. This charge shall cover all work performed to make the contact center(s) fully operational, including achieving security certification and accreditation (C&A) on contractor’s information systems in accordance with National Institute of Standards and Technology (NIST) and agency security requirements. Ongoing support for maintaining the facility and technology infrastructure and compliance with security requirements after C&A is achieved shall be included in Core Project Management and Incremental Project Management Support. Project Implementation Support functions may consist of support provided by one or more of the following labor groups, as defined in Sections C.3.5.2 through C.3.5.9:

o Site Management o Program Management o Technology Management o Information Systems Security o Content and Knowledge Management o Contact/Case Management o Relationship Management o Customer Satisfaction Survey

B.1.2 Project Management

This is a fixed charge to be paid for all technical and management services as defined in Section C.3.5 of the Statement of Work, including routine travel, as defined in Section H.15.1, required to support task requirements.

The charge includes a Core Project Management Support component and, if necessary, an Incremental Support component. Core Project Management Support and Incremental Project Management Support cost components apply only to solutions involving dedicated resources. Project management support costs for shared or non-dedicated solutions are included in the hourly rate for such solutions.

B.1.2.1 Core Project Management Support

This is the fixed monthly charge to be paid for all work performed to support the project after the contact center(s) become fully operational, including all non-incremental core project management staff (e.g., Contractor's Project Manager, site manager, technical and security personnel, human resource personnel, administrative personnel, knowledge specialists, etc.), routine travel, and support services required to support task requirements. Core Project Management Support is the minimum resource level that the contractor has allocated in order to perform all of the project management functions identified in Section C.3.5 for each project complexity level for a dedicated single site solution. For dedicated solutions involving multiple sites and/or more complex implementation, the Contractor may augment the Core Project Management Support with Incremental Project Management Support identified in Section B.1.2.2 below.

B.1.2.2 Incremental Project Management Support

This is the fixed hourly charge for incremental support needed to accommodate specialized and unique requirements, or new requirements added subsequent to initial project implementation that require additional resources beyond those provided for under Core Project Management Support. The support may be ordered as a one-time support for a specialized project or for recurring support to augment the Core Project Management

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Support. The incremental support may consist of support provided by one or more of the following labor groups, as defined in Section C.3.5.2 thru C.3.5.9:

B.1.3 Telecommunications Services, Automated Services, and Other Support Services

These are charges for services provided and maintained by the Contractor in support of task requirements for the duration of the performance period. Charges may include a one-time service initiation or change order charge and a monthly recurring or usage-sensitive charge. The one-time charge may be a fixed unit rate or hourly labor rate.

The recurring charge may be a monthly charge or usage-sensitive charge based on a fixed unit or hourly labor rate.

B.1.4 Attended Services – Dedicated Solution

These are charges for providing attended services using resources that are dedicated to the specific task. The requisite skill levels of the Information Specialists utilized to provide the services are those defined in Sections C.3.2 and C.4 respectively. The "IS Hourly Rate" is the fully burdened fixed unit rate to be paid for each hour of work performed by an IS for a specific task. The fixed IS Hourly Rate reflects the blended hourly rate for work performed by an IS plus any support personnel (e.g., quality monitoring personnel, trainers, etc.) and any recurring costs associated with facility, equipment and software, and maintenance required to support the IS in the performance of task requirements.

B.1.5 Attended Services – Shared or Non-Dedicated Solution

These are charges for providing temporary or long-term attended services using non-dedicated resources provided and managed by the Contractor. The fixed unit rate reflects the fully burdened rate for work performed by an IS plus project management and any support personnel (e.g., project and site managers, supervisors, quality monitoring personnel, trainers, etc.) and any recurring costs associated with facility, equipment, and maintenance required to support the IS in the performance of task requirements. The charges are based on the actual handling time (including call wrap-up time) required for Information Specialists to respond to telephone and e-mail inquiries using prepared scripts/responses. Content for scripts/responses will be provided by the Government or developed by the Contractor. The charges are subject to a minimum service charge for specific minimum daily call volume commitment when the project is active. The minimum service charge shall not apply when the project is in the non-active state. “Non-active state” is defined as any days that the Government has specified in the task order and/or operating directives as non-business days. The minimum service charge is calculated based on the minimum daily call volume commitment multiplied by the number of days the project is active during the month. For tasks that require support beyond normal business hours, the minimum service charge is the aggregate of the service charges for each time period of coverage (Normal Business Hours, Nights, Saturdays and Sundays, Holidays) during the month.

B.2 PRICE TABLES

Prices identified in this section represent the ceiling prices for each of the contract items for the two-year base period, and each of the contract’s four (4) two-year option periods.

The pricing tables also contain Extended Periods. Each Extended Period is one year in length. The purpose of the extended periods is to allow the Government to issue a task order, with a maximum performance period of five years, up to the last day of the last contract option period that is exercised

The Contractor may bid a lower price for any contract items in response to a task order request. The unit prices contained in the price tables below are used to create the one-time and recurring charges for individual task orders.

B.2.1 Project Start-Up

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B.2.1.1 Base Facility and Equipment (For Each Center)

Table B.2.1.1-1 Base Facility & Equipment - Fewer than 25 Equivalent Workstations

CLIN

Service Description

Unit of Issue

Base Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option Period 4 Yr 9 / 10

Extended Period 1

Period 2

Period 3

10000

Phone & TTY Services

Each

10001

Phone, TTY, Fax, & E-mail Services

10002

Phone, TTY, Fax, E-Mail, Web Chat Services

10003

Add Enhanced Quality Monitoring Solution

Table B.2.1.1-2 Base Facility & Equipment – Between 25 – 50 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

11000

11001

11002

11003

Table B.2.1.1-3 Base Facility & Equipment – Between 51 – 100 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

12000

12001

12002

12003

Table B.2.1.1-4 Base Facility & Equipment - Between 101 – 250 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

13000

13001

13002

13003

Table B.2.1.1-5 Base Facility & Equipment – Over 250 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

14000

14001

Service

14002

14003

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B.2.1.2 Incremental Facility and Equipment (For Each Center)

Table B.2.1.2-1 Incremental Facility & Equipment - Fewer than 25 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

20000

Each Equivalent Workstation

20001

Services

20002

Web Chat Services

20003

Monitoring Solution

Table B.2.1.2-2 Incremental Facility & Equipment – Between 25 – 50 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

21000

Phone, & TTY Services

21001

Services

21002

Web Chat Services

21003

Monitoring Solution

Table B.2.1.2-3 Incremental Facility & Equipment –Between 51 -100 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

22000

22001

Services

22002

Web Chat Services

22003

Monitoring Solution

Table B.2.1.2-4 Incremental Facility & Equipment – Between 101 – 250 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

23000

23001

Services

23002

Web Chat Services

23003

Monitoring Solution

Table B.2.1.2-5 Incremental Base Facility & Equipment – Over 250 Equivalent Workstations

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

24000

24001

Services

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24002

Web Chat Services

24003

Monitoring Solution

B.2.1.3 Initial/Special Training

B.2.1.3.1 Course Development and Training

Table B.2.1.3-1 Hourly Rate for Course Development and Training

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

30000

Level 1

Hour

30001

Level 2

30002

Level 3

30003

Level 4

B.2.1.3.2 Information Specialist (IS)/Supervisor Hourly Rate While In Training

This is the fixed unit rate to be paid for each hour an IS or IS Supervisor is in initial training in preparation of the task.

Separate rates are provided for Normal Business Hours, Nights, Saturdays and Sundays, and Holidays, as defined below. This rate shall also apply for any training requested by the Government subsequent to the initial training.

Normal Business Hours are defined as the time period between 7:00 am to 9:00 pm local time, Monday through Friday, except designated federal holidays.

Nights are defined as the time period between 12:01 am and 7:00 am local time on Monday, and between 9:00 pm and 7:00 am local time, Monday through Friday, except designated federal holidays.

Saturdays and Sundays are defined as the time period between 12:01 am Saturday and 12:01 am Sunday, and between 12:01 am Sunday and 12:01 am Monday local time respectively.

Holiday hours are defined as the 24 hour period beginning at 12:00 midnight local time on the day of the holiday.

Table B.2.1.3.2-1 Information Specialist (IS) Hourly Rate (In Training) – English – Normal Business Hours

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

31000

31001

31002

31003

31004

Level 5

Table B.2.1.3.2-1.a Information Specialist (IS) Hourly Rate (In Training) – English – Nights

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

31010

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31011

31012

31013

31014

Table B.2.1.3.2-1.b Information Specialist (IS) Hourly Rate (In Training) – English – Saturdays and Sundays

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

31020

31021

31022

31023

31024

Table B.2.1.3.2-1 .c Information Specialist (IS) Hourly Rate (In Training) – English – Holidays

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

31030

31031

31032

31033

31034

Table B.2.1.3.2-2 Supervisory Information Specialist (IS) Hourly Rate (In Training) – English - Normal

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

32000

32001

32002

32003

32004

Table B.2.1.3.2-2.a Supervisory Information Specialist (IS) Hourly Rate (In Training) – English - Nights

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

32010

32011

32012

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32013

32014

Table B.2.1.3.2-2.b Supervisory Information Specialist (IS) Hourly Rate (In Training) – English – Saturdays and Sundays

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

32020

32021

32022

32023

32024

Table B.2.1.3.2-2.c Supervisory Information Specialist (IS) Hourly Rate (In Training) – English - Holidays

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

32030

32031

32032

32033

32034

Table B.2.1.3.2-3 Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Normal Business Hours

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

33000

33001

33002

33003

33004

Table B.2.1.3.2-3.a Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Nights

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

33010

33011

33012

33013

33014

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Table B.2.1.3.2-3 .b Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Saturday and Sunday

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

33020

33021

33022

33023

33024

Table B.2.1.3.2-3.c Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Holidays

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

33030

33031

33032

33033

33034

Table B.2.1.3.2-4 Supervisory Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Normal Business Hours

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

34000

34001

34002

34003

34004

Table B.2.1.3.2-4.a Supervisory Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Nights

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

34010

34011

34012

34013

34014

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Table B.2.1.3.2-4.b Supervisory Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Saturday and Sunday

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

34020

34021

34022

34023

34024

Table B.2.1.3.2-4.c Supervisory Information Specialist (IS) Hourly Rate (In Training) – Bi-Lingual – Holidays

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

34030

34031

34032

34033

34034

B.2.1.3.3 Knowledge and Content Development

Table B.2.1.3.3 Knowledge and Content Development Charge

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

40000

40001

40002

40003

B.2.1.3.4 Project Implementation Support Table

B.2.1.3.4 Project Implementation Support

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

50000

Site Management

50001

Program Management

50002

Technology Management

50003

Information Systems Security

50004

Content and Knowledge Management

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50005

Contact/Case Management

50006

Relationship Management

50007

Customer Satisfaction Survey

B.2.2 Project Management

Table B.2.2-1 Core Project Management Support (Monthly)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

60000

Each Month

60001

60002

60003

Table B.2.2-2 Incremental Project Management Support (Monthly)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

61000

Site Management

61001

Program Management

61002

Technology Management

61003

Information Systems Security

61004

Content and Knowledge Management

61005

Contact/Case Management

61006

Relationship Management

61007

Customer Satisfaction Survey

B.2.3 One-time Charges for Telecommunicated Services, Automated Services and Other Support Services

Table B.2.3-1 Service initiation Change Order Charges for Telecommunications Services

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

70000

Toll-Free Number

70001

Telecommunications Access Termination

Each T-1 Termination

70002

Telecommunications Access Termination

Each T-3 Termination

Table B.2.3-2 Service Initiation/Change Order Charges for Automated Services

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

71000

Interactive Voice Response (IVR) Service

71001

Voice/Speech Recognition

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71002

Text-to-Speech

71003

Fax-Back/ Fax-on-Demand

71004

Voice Mail

Each Voice Mail Box

71005

Automated Callback

71006

Web Callback

71007

Automated Outbound Dialing Campaign

71008

Automated Facsimile

71009

Automated E-Mail Delivery

71010

Hosted On Line Ordering

71011

Hosted Web Form

71012

Hosted FAQ Service

Each Database or Group of Databases

71013

Hosted Web Chat

Table B.2.3-3 Service Initiation/Change Order Charges – Other Support Services

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

72000

Language Translation

72001

Transcription Services

72002

Fulfillment Services

B.2.4 Recurring Charges for Telecommunications Services, Automated Services and Other Support Services

Table B.2.4-1 Recurring Charges for Telecommunications Services

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

80000

Toll Free Number

80001

Toll-Free Telephone

Each Minute

80002

Long-Distance Telephone

Table B.2.4-2 Recurring Charges for Automated Services

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

81000

IVR Service

81001

Voice/Speech Recognition

81002

Text-to-Speech

81003

Fax-Back/Fax-on-Demand

Each Successful Page

81004

Voice Mail

Each Voice Mail Box per Month

81005

Automated Callback

Each Completed Call

81006

Web Callback

Each Completed Call

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81007

Automated Outbound Dialing Campaign

Each Successful Call

81008

Automated Fax Delivery

Each Successful Delivery

81009

Automated E-Mail Delivery

Successful Delivery

81010

Hosted On-Line Ordering

Each Successful Transaction

81011

Hosted Web Form Each Form per Month

81012

Hosted FAQ Service – Less than 200,000 page views per month

Each Database or

81012a

Between 200K to 500K page views per month

Each Database or

81012b

Between 500K to 1,000K page views per month

Each Database or

81012c

Between 1,000K to 1,500K page views per month

Each Database or

81012d

Over 1,500K page views per month

Each Database or

81013

Hosted Web Chat

Each per Month

Table B.2.4-3 Recurring Charges for Other Support Services

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

82000

Transcription Service

82001

Fulfillment Services

82002

Language Translation Service - Telephone

82003 Language Translation Service - Written

Word

B.2.5 Attended Services (Dedicated Solution) - Information Specialist (IS) Hourly Rate

This is the fully burdened fixed unit rate to be paid for each IS hour worked. The hourly rate includes the blended labor costs of IS and relevant support personnel (e.g., quality monitoring personnel, trainers, human resources personnel, etc.) required to meet task requirements. Separate rates are provided for normal business hours, nights, Saturdays and Sundays, and federal holidays (see Section B.2.1.2.2 for definitions).

Table B.2.5.1-1 IS Hourly Rate – Normal Business Hours (English)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

90001

90002

90003

90004

90005

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Table B.2.5.1-2 IS Hourly Rate – Normal Business Hours (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

90011

90012

90013

90014

90015

Table B.2.5.2-1 Supervisory IS Hourly Rate – Normal Business Hours (English)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

91001

91002

91003

91004

91005

Table B.2.5.2-2 Supervisory IS Hourly Rate – Normal Business Hours (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

91011

91012

91013

91014

91015

Table B.2.5.3-1 IS Hourly Rate - Nights (English)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

92001

92002

90003

92004

92005

Table B.2.5.3-2 IS Hourly Rate - Nights (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

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92011

92012

92013

92014

92015

Table B.2.5.4-1 Supervisory IS Hourly Rate Nights (English)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

93001

93002

93003

93004

93005

Table B.2.5.4-2 Supervisory IS Hourly Rate – Nights (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

93011

93012

93013

93014

93015

Table B.2.5.5-1 IS Hourly Rate – Saturdays and Sundays (English)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

94001

94002

94003

94004

94005

Table B.2.5.5-2 IS Hourly Rate – Saturdays and Sundays (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

94011

94012

94013

94014

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94015

Table B.2.5.6-1 Supervisory IS Hourly Rate – Saturdays and Sundays (English)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

95001

95002

95003

95004

95005

Table B.2.5.6-2 Supervisory IS Hourly Rate – Saturdays and Sundays (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

95011

95012

95013

95014

95015

Table B.2.5.7-1 IS Hourly Rate – Holidays (English)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

96001

96002

96003

96004

96005

Table B.2.5.7-2 IS Hourly Rate – Holidays (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

96011

96012

96013

96014

96015

Table B.2.5.8-1 Supervisory IS Hourly Rate – Holidays (English)

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Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

97001

97002

97003

97004

97005

Table B.2.5.8-2 Supervisory IS Hourly Rate – Holidays (Bi-Lingual)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

97011

97012

97013

97014

97015

B.2.6 QA Personnel Multiplier

The QA Personnel Multiplier is a factor to be applied to the IS and IS Supervisor hourly rate to calculate the effective hourly rate for IS and IS Supervisors when task requirements require the Contractor to provide a solution with IS to QA personnel ratio that is above or below the average requirement. This multiplier is to be used only for dedicated solutions.

Table B.2.6 QA Personnel Multiplier

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

98001

Low

X Factor

98002

Average

1.00

98003

High

B.2.7 Shared or Non-Dedicated Telephone Inquiry Response Solution - Information Specialist (IS) Hourly Rate

The charges are based on the actual handle time required for Information Specialists to respond to telephone inquiries using prepared scripts/response provided by the Government. The fixed unit rate reflects the fully burdened unit rate for work performed by an IS plus any support personnel (e.g., program and project management, supervisors, quality monitoring personnel, trainers, etc.) and any recurring costs associated with facility, equipment, and maintenance required to support the IS in the performance of task requirements for a specific daily work volume commitment. For billing purposes, the actual handle time (including wrap-up time) of all calls during the month shall be totaled and rounded up to the nearest hour. The call handle time shall not include time spent waiting in queue or listening to automated messages.

Table B.2.7-1 IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – English (Normal Business Hours)

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Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99001

4 Hours/Day

Each Hour

99002

8 Hours/Day

99003

12 Hours/Day

99004

24 Hours/Day

99005

48 Hours/Day

99006

96 Hours/Day

99007

192 Hours/Day

99008

384 Hours/Day

99009

576 Hours/Day

Table B.2.7-1.a IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – English (Nights)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99011

99012

99013

99014

99015

99016

99017

99018

99019

Table B.2.7-1.b IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – English (Saturdays and Sundays)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99021

99022

99023

99024

99025

99026

99027

99028

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99029

Table B.2.7-1.c IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – English (Holidays)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99031

99032

99033

99034

99035

99036

99037

99038

99039

Table B.2.7-2 IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – Bi-Lingual (Normal Business Hours)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99041

99042

99043

99044

99045

99046

99047

99048

99049

Table B.2.7-2.a IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – Bi-Lingual (Nights)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99051

99052

99053

99054

99055

99056

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

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99057

99058

99059

Table B.2.7-2.b IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – Bi-Lingual (Saturdays and Sundays)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99061

99062

99063

99064

99065

99066

99067

99068

99069

Table B.2.7-2.c IS Hourly Rate (Shared or Non-Dedicated Telephone Inquiry Response Solution – Bi-Lingual (Holidays)

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99071

99072

99073

99074

99075

99076

99077

99078

99079

B.2.8 Shared or Non-Dedicated E-Mail Inquiry Response Solution - Information Specialist (IS) Hourly Rate

The charges are based on the actual handling time required for Information Specialists to respond to e-mail inquiries using prepared scripts/response provided by the Government. The fixed unit rate reflects the fully burdened unit rate for work performed by an IS plus any support personnel (e.g., program and project management, supervisors, quality monitoring personnel, trainers, etc.) and any recurring costs associated with facility, equipment, and maintenance required to support the IS in the performance of task requirements for a specific daily work volume commitment. For billing purposes, the actual time expended by ISs in responding to e-mail inquiries during the month in support of specific task requirements shall be totaled and rounded up to the nearest hour.

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Table B.2.8-1 IS Hourly Rate (Shared or Non-Dedicated E-Mail Inquiry Response Solution) - English

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99101

99102

99103

99104

99105

99106

99107

99108

99109

Table B.2.8-2 IS Hourly Rate (Shared or Non-Dedicated E-Mail Inquiry Response Solution) – Bi-Lingual

Period Yr 1 / 2

Option Period 1 Yr 3 / 4

Option Period 2 Yr 5 / 6

Option Period 3 Yr 7 / 8

Option

99201

99202

99203

99204

99205

99206

99207

99208

99209

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SECTION C 1

PERFORMANCE WORK STATEMENT (PWS) 2

C.1 OVERVIEW 6

C.1.1 Background 8 The General Services Administration (GSA) is responsible for implementing the USA Services E-Gov 9 initiative. The USA Services initiative is one of the current Administration’s 24 E-Gov initiatives 10 designed to improve the delivery of Government information and services to the American public. In 11 support of the initiative, GSA awarded indefinite delivery, indefinite quantity contracts to five different 12 awardees in July 2004. These contracts are managed as the FirstContact program. As such, they are 13 commonly referred to as the FirstContact contracts. The objective of the FirstContact program was to 14 provide a qualified source of suppliers of contact center and related services to enable Federal agencies to 15 obtain support to serve their customers on a timely and cost effective basis. The performance period of 16 these contracts was one base year with four one year options. The total value of task orders that can be 17 issued under these contracts was set at $150 million. Although the expiration of the last option year is not 18 scheduled until July 2009, GSA expects to exhaust the $150 million contract ceiling by September 2007 19 or earlier. The purpose of this procurement action is to provide a qualified source of suppliers of contact 20 center and related services to enable current FirstContact customer agencies to recompete their 21 requirements with the new suppliers at or before the end of their current task orders, and to meet new 22 agency requirements. However, the Government makes no commitment that any of the existing 23 customers of the FirstContact contracts will consider the use of the new contracts awarded under this 24 procurement prior to the expiration of their task orders under the FirstContact contracts. 25 C.1.2 Scope of Work 27 This Statement of Work (SOW) provides a baseline of both general and specific requirements that the 28 Contractor will be expected to accomplish to meet the needs of the Government. 29 The Contractor shall provide a wide range of automated and manual customer support services to respond 31 to inquiries about Federal Government programs, policies, information sources and agencies from the general 32 public, Congressional offices, business and professional communities, academia, Government offices, and 33 electronic and print media. The Contractor shall furnish the necessary facilities, personnel, equipment, 34 supplies, and services, as required, to meet the requirements of the Government. In addition to providing 35 customer support services, the Contractor shall perform all technical and management functions, as 36 described in this SOW, to plan, design, implement, operate, and manage the contact center solutions. The 37 Contractor shall also provide any special project support needed to analyze, plan, design, implement, 38 operate and manage special customer support services that may be needed to meet the diverse needs of 39 the Government. 40 The geographic scope of this solicitation encompasses primarily contact centers that will be located in the 42 United States. Where appropriate and on a task order-by-task order basis, the Government may allow 43 centers to be located outside of the United States. The Contractor shall respond to inquiries and 44 fulfillment requests originated from within the United States and from foreign countries. 45 The term “multi-channel contact center,” as used in this solicitation, refers to a customer contact center 47 that performs all functions associated with receiving and responding to inquiries, and providing 48 information and services through the use of various communications media, including telephones, 49

23 of 204 pages telecommunications devices for the deaf (TDD/TTY), e-mail, postal mail, facsimile, the Internet, and 50 other media as appropriate. 51 C.1.3 Objectives 53 Through the services offered under this contract, the Government expects to realize the following 54 objectives: 55 o Position the Government’s public information services on par with or exceeding private industry 57 standards by providing customers with easily accessible, accurate, timely, and professional 58 responses to their inquiries via their preferred method of communication. 59 o Provide capability to respond quickly to provide fully managed multi-channel inquiry response 61 and management solutions to meet the needs of Federal agencies and programs in emergency and 62 crisis situations. 63 o Provide increased capability to measure and control the delivery of information services to meet 65 the evolving needs of citizens. 66 o Provide solutions that comply with federal information systems security requirements. 68 o Gain and sustain access to commercial off-the-shelf, state-of-the-art technology that is secure and 70 scalable to meet current and future requirements. 71 o Control information dissemination costs. 73 o Promote job opportunities for individuals who are blind or with severe disability. 75

C.2 PROGRAM REQUIREMENTS 77

C.2.1 General Requirements 79 C.2.1.1 Contact Center Location 81 Unless approved by the Government, all Contractor-provided, operated, and managed contact centers 82 shall be located within the United States. For location-specific applications where it is not practical or 83 economical to locate the center(s) within the United States, the Government may allow the Contractor to 84 deviate from such requirement. Any such deviation must be approved by the Contracting Officer in 85 advance of such placement. 86 C.2.1.2 Hours of Operation 88 Due to the diversity of agency requirements, the Contractor must have the capability to provide attended 89 (live) service on a 24 hours a day, 7 days a week (24 x 7) basis. The Contractor shall provide separate 90 rates for Normal Business Hours, Nights, Saturdays and Sundays, and Holidays, as defined below for 91 attended services. 92 Normal Business Hours are defined as the time period between 7:00 am to 9:00 pm local time, Monday 94 through Friday, except designated federal holidays. 95

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Nights are defined as the time period between 12:01 am and 7:00 am local time on Monday, between 97 9:00 pm and 7:00 am local time, Monday through Friday, and between 9:00 pm Friday and 12:01 am 98 local time Saturday, except on designated federal holidays. 99 Saturdays and Sundays are defined as the time period between 12:01 am Saturday and 12:01 am Sunday, 101 and between 12:01 am Sunday and 12:01 am Monday local time respectively. 102 Holiday hours are defined as the 24 hour period beginning at 12:00 midnight on the day of the holiday. 104 Specific operating hours, including coverage for normal business hours, nights, Saturdays and Sundays, 106 and holidays, and emergency notification requirements, if any, will be determined on a case-by-case basis 107 and be included in task orders issued by the Government. 108 An automated service (e.g., Interactive Voice Response [IVR] or equivalent) shall be used to provide 110 unattended service 24 hours a day, seven days a week. The Contractor shall provide options that allow 111 the Government to select the automated service either from the Contractor or from any service providers 112 under the General Services Administration Federal Government Long Distance Carrier or other 113 Government contracts (e.g. Verizon, Sprint, Qwest, AT&T), or both. 114 C.2.1.3 Place of Performance 116 All inquiry response work shall be performed at contractor managed facilities within the United States 117 unless specifically authorized by the Government. 118 C.2.1.4 Work Types 120 Due to the diversity of agency requirements, the Contractor must have the capability to support a wide 121 range of customer support work types for all communications channels (e.g. telephone, e-mail, facsimile, 122 postal mail, web chat), including but not limited to the types of inquiries listed below. Specific work 123 types will be identified in task orders issued by the Government. 124 o Referrals 126 o General information inquiries 127 o Inquiries on specific programs, applications, and services 128 o Fulfillment requests 129 o Order intakes 130 o Congressional inquiries 131 o Emergency inquiries 132 o Contingency-related inquiries (e.g., inquiries resulting from the activation of an agency’s 133 Contingency Of Operations Plan [COOP]) 134 o Service inquiries 135 o Scheduling of appointments 136 o Complaint inquiries 137 o Public comments 138 o Customer surveys/feedback 139

25 of 204 pages o Transcription services 140 o Information delivery/collection via outbound service 141 o Eligibility screening 142 o Inquiries on news and current events 143

C.2.1.5 Language Support 145 The Contractor must have the capability to support a wide range of languages in responding to live 146 inquiries under various workload conditions, including but not limited to the languages listed below. 147 Specific languages and volumes will be identified in task orders issued by the Government. The 148 Contractor may provide foreign language support via “foreign language line” instead of on-site support if 149 such is the most effective solution. 150 o English 152 o Spanish 153 o Mandarin 154 o Cantonese 155 o French 156 o German 157 o Japanese 158 o Korean 159 o Vietnamese 160

C.2.1.6 Rapid Ramp-Up/Ramp-Down 162 The Contractor must have the capability to ramp-up contact center operation to fully operational status 163 within forty-eight (48) hours or sooner after task order award in response to crisis and emergency 164 situations. This means that the contractor must have the facility, technology, and staffing in place to start 165 taking calls within 48 hours of task award. The 48 hour ramp-up requirement is for tasks requiring 166 support of up to 250 seats. This includes the provision of required equipment and facilities, trained staff, 167 telecommunications and automated response solutions, possible round-the-clock attended coverage, and 168 management reports on inquiry activities. The Contractor must ramp-down to the desired staffing level 169 within 24 hours of notification by the Government or within the minimum notification period for 170 terminating employment set forth in employment law, whichever is longer. 171 C.2.1.7 Dedicated and Shared or Non-Dedicated Service Solutions 173 The Contractor must have the capability to provide dedicated and shared or non-dedicated service 174 solutions in response to specific Government requirements. A dedicate solution is defined as a solution 175 that utilizes work space, equipment, and staffing which are dedicated to the project. A shared or non-176 dedicated solution is defined as a solution that utilizes work space, equipment, and staffing which are 177 shared with other projects managed by the contractor or its subcontractors. The Contractor is required to 178 provide dedicated solutions to support all project complexity and skill levels within the timeframe 179 specified in individual task orders. The Contractor is required to provide shared or non-dedicated service 180 solutions to support less complex projects that require short ramp-up time and lower skill levels. 181

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The Contractor shall provide shared or non-dedicated service solutions to respond to telephone and e-mail 183 inquiries. At a minimum, shared or non-dedicated telephone inquiry response solutions shall respond to 184 seventy (70) percent of all calls within twenty (20) seconds after the calls are offered to the Information 185 Specialists at an abandonment rate of three (3) percent or less. Shared or non-dedicated e-mail inquiry 186 response solutions shall respond to eighty (80) percent of all e-mail inquiries within two (2) business days 187 of receipt. 188 C.2.2 Sample Workflow 190 The following sample workflow descriptions are provided for illustrative purposes only. Actual 191 workflow will be described in individual task orders. The Contractor shall have the capability to 192 accommodate workflow requirements of varying complexity. The Contractor shall develop the optimum 193 workflow based on requirements and business rules as identified in individual task order requirements and 194 industry best practices, as applicable. The Government reserves the right to change the workflow 195 requirements at any time after task order issuance to accommodate changes in program requirements on 196 an as-needed basis. 197 C.2.2.1 Sample Call Flow 199 A sample call flow process is provided below. 200 The caller dials a direct-dial or toll-free telephone number terminating at or routed to the Contractor 202 provided contact center for Government information and assistance. 203 The call is delivered to an automated service (e.g., IVR or equivalent) furnished either by the Contractor 205 or the Government. The automated service provides a menu of services that access answers to frequently 206 asked questions and automated facsimile services. The automated service may also provide an option for 207 the caller to be transferred automatically to another Government contact center for assistance. If the 208 caller is unable to satisfy his or her inquiry via the self-service options offered by the automated service, 209 or prefers to talk to a live Information Specialist (IS), the caller can, during normal business hours, select 210 the option to speak to a live IS for assistance. If the call is received after normal business hours, the caller 211 is informed of the business hours and asked to call back during those hours on the next business day, or to 212 leave a message for a return call. If the call is of an emergency nature, the caller is provided with 213 directions to call a designated telephone number for assistance. 214 After the caller is routed to an IS, the IS responds to the caller’s initial request and any other additional 216 requests the caller makes. The IS retrieves data from a knowledge base to respond to customer requests 217 and/or records the required information needed to complete any fulfillment actions. The Contractor shall 218 provide an inquiry tracking tool whereby the IS shall have the capability to initiate actions or check the 219 status of previous actions initiated on behalf of the caller. When possible, all systems work shall be 220 performed while the IS is engaged with the caller during the phone call. 221 The IS either completes the call or routes the call to more experienced Contractor personnel for further 223 assistance. If information requested is beyond the scope of Contractor’s agreed to level of service as 224 specified in the task order, the IS refers the caller to the appropriate Government agency personnel for 225 completion. Calls requiring transfer may be accomplished using blind or attended transfer as specified by 226 the agency, or may be referred to the appropriate agency via e-mail or facsimile rather than via telephone 227 transfer. In cases where the caller indicates an emergency situation, however, the Contractor personnel 228 shall stay on the line with the caller (attended transfer) until a live person is reached. The caller has the 229 option of making multiple requests during any one phone call. At call termination, the IS will perform 230 after-call wrap-up procedures and logs necessary action items and call information. 231

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The nature of the caller’s request may require that information be sent to the caller. If the requested 233 information is available and can be sent by facsimile, the IS shall complete the facsimile transmission. If 234 printed information is requested, the IS will record the required information needed to complete the 235 fulfillment action. The fulfillment action may be completed by the Contractor or by the Government. 236 The IS records caller/case profile information for the contact/case management system. 238 Complex requests may require one or more follow up calls by the IS. The IS shall have the capability to 240 dispatch information to a caller through mail, e-mail, and facsimile. The Contractor-provided inquiry 241 tracking tool shall monitor all requests that require follow up and automatically assign those requests to 242 an IS for further action. Where follow up telephone contact is required, the system shall prompt the 243 assigned IS to make such contact. The IS shall both resolve the issue and initiate the customer callback, 244 or escalate the issue internally for resolution. 245 C.2.2.2 E-Mail Workflow (Normal) 247 A sample description of a normal e-mail workflow process is provided below. 248 The inquirer visits a Government web site (e.g., USA.gov’s website @ www.usa.gov). If the inquirer 250 cannot find what he or she is looking for, the web site provides alternatives for further assistance. One of 251 the alternatives is a toll-free phone number to call for assistance. Another alternative is to access an 252 automated tool or service from the website that provides answers to frequently asked questions (FAQs) 253 (see Section C.3.1.11). If further assistance is needed, the inquirer can access an e-mail form on the 254 website to send an inquiry on the desired subject. A variation of the web-based e-mail form alternative 255 may be to allow the inquirer to send an e-mail message directly to a published Government e-mail 256 address. 257 If the inquirer elects to use the e-mail form alternative, an e-mail form at the website will provide helpful 259 hints and frequently asked topics to guide the inquirer through the process of submitting the request and 260 help focus the nature of the inquiry. The request is then forwarded to the contractor-provided contact 261 center for response. 262 Upon receipt of the inquiry at the center, the Contractor-provided e-mail distribution and management 264 system will time-stamp, sort, categorize, and prioritize the inquiry based on agency specified business 265 rules, and assign a tracking number that will be used throughout the process to track the status of the 266 inquiry. Upon receipt of the inquiry by the contractor’s e-mail system, the Contractor may be asked to 267 immediately forward a copy of the original inquiry to a Government-furnished e-mail address for 268 informational purposes. The system will capture all relevant information about the inquiry and present it 269 for use by the IS during the response process. As a first step in the response process, a Government 270 approved auto-response will be sent immediately to the e-mail address provided by the inquirer to 271 acknowledge receipt, provide the tracking number for any future communication, and provide an 272 estimated response time. Over time, as the Contractor develops preformatted responses to frequently 273 asked subjects, the Contractor may include preformatted responses as part of the auto-response. 274 After the initial acknowledgment, the inquiry will be routed to an IS with the appropriate skills for 276 responding to the inquiry. Depending on the nature of the inquiry, the IS will either respond directly or 277 will refer the inquiry to the appropriate contractor or agency personnel for direct response. If the IS 278 decides to refer the inquiry to an agency (or agencies) for response, the IS will send a notice to inform the 279 inquirer of this decision and to provide relevant information on the responding office(s), the expected 280 response time as determined by the agency (if applicable), and contact information. The status log for 281

28 of 204 pages this inquiry will then be updated. In either case, the Government may require the Contractor to provide a 282 copy of the response to a Government-furnished e-mail address for agency monitoring and quality control 283 purposes.