DASC_411-PWS_FBO_RFI.pdf

U S M C

G6 VOICE SERVICES

Performance Work Statement For

Directory Assistance Service Call System In Support Of

Marine Corps West Installation G6 Voice and Telecommunication Services

Camp Pendleton, California

Directory Assistance Service Call (DASC) System

-2-

Performance Work Statement (PWS)

Marine Corps Installation West (MCIWEST) G6

1.0 INTRODUCTION. The Marine Corps Installation West (MCIWEST) G6 Voice Services is located aboard Marine

Corps Base Camp Pendleton, California. MCIWEST provides voice and telecommunication services to more than 70,000 Military and Civilian personnel. MCIWEST has a requirement to provide and manage a Directory Assistance Service Call (DASC) System service for an estimated 7,000 calls per month utilizing telephone trunk lines that will connect with the existing DASC system number (760)725-4111. MCIWEST will utilize the DASC system to provide courteous and accurate directory information for more than 23,000 phone numbers. Through the DASC system, callers will be directed to the requested number 24 hours a day/7 days a week.

2.0 SCOPE. This Performance Work Statement (PWS) establishes and defines the requirements to provide a Firm-Fixed-

Price contract type for a Directory Assistance Service Call system in support of Marine Corps Installation West G6 Voice Services. The purpose of this acquisition is to acquire a vendor that will provide a Directory Assistance Service Call Center and system that will interface with MCIWEST’s current DASC hardware, software, and Integrated Voice Response system (IVR). The current voice system is connected to both the Public Switched Telephone Network (PSTN) and the Defense System Network (DSN). The new DASC system will interface with the MCIWEST G6’s Nortel’s SL-100 Telephone Switch. The contractor shall provide the necessary equipment required to incorporate with the existing equipment. The required DASC system must assimilate or be commercially available.

3.0 GENERAL REQUIREMENTS.

3.1 The contractor shall provide a DASC system 24 hour a day/7 days a week that will support an average call volume of 7,000 calls per month. The current call volume averages 270 calls a day Monday through Friday, and 48 calls per day on weekends/holidays. MCIWEST projects the call volume to decrease by 10-15 percent per year over the next five (5) years. The current call volume statistics were taken from contractor’s the actual real time statistical data usage reports.

3.2 The contractor shall provide a toll free number for directing calls to and from the existing Directory Assistance service number (760-725-4111). (See 4.1.2 for additional information).

3.3 The contractor shall provide a customized greeting for every answered inbound call. The greeting shall be similar to the current Marine Corps Base Camp Pendleton’s Directory Assistance greeting. The greeting shall be validated by MCIWEST personnel prior to the installation of the new DASC system.

3.4 The contractor shall provide a solution that provides a way to route all calls to 760-725-4111, and then to the contractor’s off base facility (i.e. call-center). When base subscribers dial 725-4111, they are routed off-base via a trunk system to the call-center at no additional charge. Calls may originate from an on-base extension or from an off-base extension. The contractor shall also provide a non-chargeable means of transferring calls back to an on-base extension.

3.5 The contractor’s proposed DASC system must be a turn-key (fully equipped, ready to go operation system) solution that does not require Government personnel to complete installation. The contractor shall provide the necessary equipment to properly interface with the current MCIWEST hardware, software, and IVR system to complete this requirement.

3.6 The contractor shall provide a primary point of contact for the coordination of tasks identified in this PWS within 3 business days after the date of contract award (ADC). (Deliverable 8.1)*

*Note: See PWS Section 8.0 for summarized list of all deliverables to be provided by contractor

-3-

4.0 SPECIFIC TASKS.

4.1 Directory Assistance Service Call (DASC) System Service. The contractor shall provide a DASC system 24 hours a day/7 days a week that will support an average call volume of 7,000 calls per month.

4.1.1 The DASC System shall include, but not be limited to the following:

• Provide the correct directory information to direct the caller to the requested number and/or directly provide the caller with the requested directory information.

• Interface with the current MCIWEST DASC system hardware and software.

• Provide a DASC system and directory assistance information in accordance with commercial standards and procedures.

4.1.2 The contractor shall provide a toll free number to the MCIWEST G6 Voice Services Contracting Officer Representative (COR) five (5) business days prior to the performance start date for directing calls to and from the existing Directory Assistance service number, 760-725-4111.

(Deliverable 8.2)

4.1.3 The contractor shall utilize the existing official military directory established for Camp Pendleton. The Government will provide an updated copy of the database to the contractor on a monthly. The contractor shall provide only published directory numbers to anyone dialing 760- 725-4111. The Government’s database is considered “For Official Use Only (FOUO)” information and the property of the Government. The contractor shall not provide unpublished numbers to anyone dialing 760-725-4111).

4.1.4 The contractor shall transfer each caller after the proper directory information is provided. All transfers will be completed to on-base Camp Pendleton numbers only. All other directory assistance call request transfers are not authorized.

4.1.5 The contractor shall use the current Camp Pendleton system to retrieve, back up to storage, and manage the official directory. The contractor shall use the Government provided database referenced in the above paragraph, 4.1.3 to perform all directory inquiries. The contractor shall ensure their system routinely backs up the database to an external storage device that they provide and maintain. This includes secured remote access for weekly updates and maintenance.

The contractor and COR will work together to establish a schedule for directory assistance listing updates. Under special circumstances, this schedule may be modified as deemed necessary by the COR to ensure the most up-to-date information is available for directory inquiries. The contractor shall not share the database with any other agency. The contractor shall confer with the COR regarding issues with the official directory database.

4.1.6 The contractor must identify, document, and advise the Government if it believes there are special response requirements beyond the scope of their ability to provide directory information services as outlined in this PWS.

4.1.7 The contractor shall provide the necessary hardware and software to complete this requirement.

This requirement shall include being responsible for purchasing, installing, configuring, maintaining, updating, and patching all equipment, hardware, and software. Any hardware failures in the contractor-provided DASC equipment during the performance of this contract shall be replaced and repaired by the contractor at the contractor’s expense. The Government will not incur any additional expenses as a result. The contractor shall be responsible for the maintenance and service of contractor-owned installed equipment.

4.1.8 The contractor shall coordinate the installation of their equipment requirements (including space, environment, power, and connection to the Base Telephone Switch) with the MCIWEST G6

-4-

Voice Services COR. The installation shall take place during normal business hours only, Monday thru Friday, 7:00 AM to 3:30 PM Pacific Standard Time (PST).

4.1.9 The contractor shall be responsible for the handling of all technical issues that may occur with the installed system.

4.1.10 The contractor shall provide points of contact to the contracting officer (KO) and COR for billing and technical issues within 3 business days after the date of contract award (ADC)..

(Deliverable 8.3)

4.1.11 Any database issues or problems will be referred to MCIWEST G6 Camp Pendleton Voice Services personnel during normal business hours (7:00 AM to 3:30 PM PST).

4.1.12 There shall be no interruption in the DASC system service being provided to the base subscribers.

4.2 Directory Assistance Operators/Call Center. The DASC shall be a turn-key operator solution system that operates 24 hours a day, 7 days per week, and 365 days per year. The contractor shall provide an Operator Call Center with inbound trunks to a Call Center, and then to outbound trunks for transferring (connecting).

Calls will be provided by a Telecommunications Provider/Local Exchange Provider with a 24/7 repair center help desk. The contractor shall provide a copy of their maintenance policy to the COR prior to contract award. The installation cost for the trunks and any recurring charges shall be the sole responsibility of the contractor.

4.2.1 The contractor shall provide a customized greeting/announcement treatment to the calling party for every answered call in the event that all operators are busy with other callers. This announcement shall be similar to the current Marine Corps Base Camp Pendleton Directory Assistance announcement. The announcement shall be approved and endorsed by the MCIWEST G6 Voice Services COR prior to implementation and at least 7 business days prior to the contract performance start date. (Deliverable 8.4) In the event that all operators are busy with other callers, procedures are as follows:

1. The caller shall be placed in a queue until an operator is available to answer the call.

2. Calls placed in queue will be answered on a first in/first out basis.

3. All calls in the queue will hear music while on hold.

4. All calls in the queue will receive an additional announcement that states all operators are busy. The message should be similar to, “All operators are still busy, your call will be answered once an operator becomes available and in the order it was received.”

5. The initial greeting and follow-on announcements shall be similar to the ones currently being used on board Camp Pendleton. A copy of the current greeting announcement shall be provided by the MCIWEST G6 Voice Services COR upon contract award.

6. Scripting will be approved by COR.

4.2.2 The contractor shall be proficient in the language content of the United States Marine Corps

Camp Pendleton directory database (i.e. office abbreviations, aliases, and structure, etc.). All conversations conducted by the contractor’s operators shall be conducted using the standard North American English language.

-5-

4.2.3 Operators will be monitored by contractor management personnel for maintaining Quality of Service standards

4.2.4 95% of all calls will be answered within 24 seconds or less (staffing must be appropriate to provide this level of service).

4.2.5 Calls should be answered in a courteous manner and provide the correct information to direct the caller to the required number.

4.2.6 Provide accurate responses tailored to the individual needs of the caller and to agency requirements,

4.2.7 Operator training is the responsibility of the contractor.

4.2.8 Operator Service locations will maintain Occupational Safety and Health Administration (OSHA) standards, have appropriate insurance, and be located within the United States (including Alaska and Hawaii).

4.3 Reports. The contractor shall provide the Government with a directory assistance Daily Call, Monthly Call, and Call Detail Recording statistics and reports on a weekly, monthly, and quarterly basis (See para 7.0, Deliverables of this PWS). The reports will be used for administrative purposes and quality control service reviews. A copy of the forms are provided and will be incorporated as part of the contract (See Appendix I, II, & III for the required format). Periodic reviews will be completed by the MCIWEST G6 Voice Services

COR.

4.3.1 Daily Call Reports: The Daily Call report shall be provided on Tuesday of the following week or as directed, unless Tuesday falls on a Holiday. In the event Tuesday falls on a Holiday, the report shall be provided the next eligible business day (Deliverable 8.5) (See Appendix I).

4.3.2 Monthly Call Reports: A mechanized Monthly Call report shall be provided no later than the third (3rd) business day of the following month or as directed. (Deliverable 8.6) (See Appendix II). The Monthly Call report, includes but is not limited to the following:

• Number of Inbound Calls

• Average Time in Queue Before Live Answer

• Speed of Answer

• Average Length of Call

• Number of Calls Abandoned (Hang-Ups Before Live Answer)

• Number of Calls Transferred (By Customer Request After the Telephone Number is Given)

4.3.3 Call Detail Report (CDR) (See Section 6.2 of this PWS). A CDR report shall be provided identifying the date, time, number called and number calling (NLT the 3rd business day of every 3rd month ADC) (Deliverable 8.7) (See Appendix III).

4.4 Equipment, Hardware, and Software. The contractor shall be responsible for all new and/or additional hardware/software required for Camp Pendleton. The contractor shall be responsible for purchasing, providing, installing, configuring and maintaining the required equipment. The contractor will consult the MCIWEST G6 Voice Services COR to coordinate and obtain spacing requirements for the installation of new and/or additional hardware only during normal business hours, Monday thru Friday, 7:00 AM to 3:30 PM

PST.

4.4.1 The contractor shall perform an on-site evaluation of MCIWEST G6’s current DASC hardware, software, and Integrated Voice Response system (IVR). The current voice system is connected to both the Public Switched Telephone Network (PSTN) and the Defense System Network (DSN). The new DASC system shall interface with MCIWEST G6’s current Nortel’s SL-100 Telephone Switch.

-6-

4.4.2 The contractor shall provide all the necessary hardware and software to complete this requirement. The contractor shall be responsible for purchasing, installing, configuring and maintaining all equipment. This includes the maintenance of all the required hardware and/or software updates and patches.

4.4.3 Any hardware failures in the contractor provided DASC equipment during the period of performance of this contract shall be replaced or repaired by the contractor at the contractor’s expense and at no additional cost to the Government.

4.4.4 The contractor will coordinate their equipment installation requirements (includes space, environmental, power, and connection to the Base Telephone Switch) with the MCIWEST G6 Voice Services COR.

5.0 SECURITY INFORMATION. The Contractor shall treat all information collected and used by the contractor as property of the U.S. Marine Corps, MCIWEST G6.

5.1 All information, to include raw data and compiled reports concerning MCIWEST in regards to performance of this contract shall not be shared with outside entities or persons not party to this contract, or other government agencies unless permission is granted by the Marine Corps MCIWEST G6 Voice Services Officer, MCIWEST G6 Voice Services COR, or the MCIWEST G6 Traditional Security Access Manager.

6.0 CONTRACTOR QUALITY CONTROL. The Contractor shall ensure quality assurance in accordance with an approved Quality Control Plan (QCP) that covers the services performed in accordance with this PWS. The Contractor shall develop and implement procedures specific to this requirement to identify, prevent, and ensure non-recurrence of defective services. (Deliverable 8.8)

6.1 At a minimum, the Contractor shall develop quality assurance procedures that address the areas identified in

PWS Section 8.0, “Performance Requirements Summary.” The QCP shall be delivered to the Contracting Officer and COR for review within 30 calendar days of contract award. After acceptance of the QCP, the Contractor shall obtain the Contracting Officer’s acceptance in writing of any proposed change to the QCP.

6.2 The contractor shall at minimum comply with commercially acceptable call center service standards. The contractor shall include the Government’s service level standards in the Contractor’s Quality Control Plan, as identified in the PRS table, paragraph 8.0 of this PWS, which provides the scope of the Government’s service expectations.

6.3 The Government will regularly inspect the contractor’s performance under this contract. All findings of incomplete or defective performance will be subject to re-performance. All cost associated with re-performance are the sole responsibility of the contractor. Inspection of deliveries does not constitute acceptance, nor does it relieve the Contractor of any responsibilities to take all actions necessary to assure the highest quality of services rendered.

7.0 GOVERNMENT QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government “will do” to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied. It is not a contractual document and may be updated by the Government as needed. A copy of the QASP will be provided to the contractor within five

(5) business days after contract award.

8.0 DELIVERABLES. Deliverables shall be submitted to the COR (or other specified recipients) as identified in the table below. Deliverables shall be provided in the Contractor-preferred format (unless otherwise specified below). In most cases, electronic submission via email is the preferred method of transmission.

-7-

Del. # Deliverable Recipient Frequency

8.1 Contractor’s Primary Point of Contact (Ref PWS 3.6)

KO and COR Within 3 business days after the Date of the Contract (ADC) award.

8.2 Toll Free Number (Ref PWS 4.1.2) COR 5 business days prior to the performance start date.

8.3 Point of Contact for technical and billing issues (Ref PWS 4.1.10)

KO and COR 3 business days ADC award or as needed upon change of POC’s.

8.4 Customized Greeting Announcement (Ref PWS 4.2.1)

COR 3 Business Days prior to the performance start date.

8.5 Daily Call Report (See Appendix I) (Ref

PWS 4.3.1)

COR Tuesday of the following week or as directed.

8.6 Monthly Call Report (See Appendix II) (Ref PWS 4.3.2)

COR NLT the 3rd business day of the following month or as directed.

8.7 Call Detail Report (CDR) (See Appendix III) (Ref PWS 4.3.3)

COR Quarterly (NLT the 3rd business day of every 3rd month ADC award).

8.8 Quality Control Plan (QCP) (Ref PWS 6.0-6.3)

KO and COR Within 30 calendar days ADC award.

9.0 PERFORMANCE REQUIREMENT SUMMARY (PRS). The following performance standards shall be utilized by the Contracting Officer Representative (COR) during the performance of this requirement. These performance standards will be incorporated into the Quality Assurance Surveillance Plan (QASP).

Performance Standards Frequency Incentive

PWS

Para.

No.

Performance Objective

Standard and Acceptable Quality Level (AQL)

Acceptable Quality

Level (AQL)

PWS

4.2.4

All calls will be answered within 24 seconds.

Speed of Answer Monthly review of all automated telephone system data and monthly call report.

95%

4.2.5 Calls answered in a courteous

manner and the correct information provided.

No more than 2 valid complaints per month.

Anonymous monthly test calls and review of complaints as necessary.

90%

4.2.6 Accuracy of response. Accuracy of prescribed

DASC greeting and Para.

Sect. 4.2.1.

Review of the monthly report and all automated voice and telephone system.

95%

4.3.2

4.3.3

Number of Calls Abandoned (Hang-up before live answer)

No more than 5% of the monthly call volume per month.

Review of monthly call and quarterly CDR reports.

95%

4.3.2

4.3.3

Number of Calls Transferred (by customer after the telephone number is given).

No more than 5% of the monthly call volume per month.

Review of monthly call and quarterly CDR reports.

95%

4.3 Deliver the required reports as

specified in Para, Sect 4.3 and in the required format.

Reports shall be delivered to the COR as required, or as directed.

Weekly, monthly, and quarterly reviews of all reports and logs.

90%

10.0 PERIOD OF PERFORMANCE. This acquisition is for a One-Year Base Period and Four (4) One-

Year Option Periods, and an option to extend services up to 6 months in accordance with FAR Clause 52.217-9, Option to Extend the Term of the Contract and FAR Clause 52.217-8, Option to Extend Services.

11.0 CONTRACT TYPE. A Firm Fixed-Price contract shall be issued in accordance with this performance work statement with CLINs only pertaining to the work requested.

12.0 SPECIAL CIRCUMSTANCES. From time to time special circumstances (i.e. V.I.P. visits, natural disasters, emergency situations, etc.) may require the contractor to modify the scripting identified earlier in this PWS. The change may require the contractor to have their operator’s make specific informational announcements when calls are answered. Scripting for these situations will be provided by the Voice Services Office COR. Additionally, if the contractor’s operators experience any kind of threat during a directory call, the contractor’s shall report those calls to the base’s Naval Criminal Investigative Service (NCIS) and the MCIWEST Voice Services Office immediately. The contractor will work with NCIS and Civilian Law Enforcement Personnel as required to capture all required

-8-information that will assist in the investigation of incident. The MCIWEST Voice Services COR/Officer will also work with the contract to assist with these situations.

13.0 SPECIAL REQUIREMENTS. This section describes the special requirements for this effort. The following sub-sections provide details of various considerations for this requirement.

12.1 Security and Safety. Contractors will abide by all security and safety regulations required by the Marine Corps Base they are accessing.

12.1.1 Contractor’s employee’s shall observe and comply with all base rules and regulations applicable to the contractor’s personnel, including those applicable to the safe operation of vehicles, and shall not be present in locations not required for the proper performance of this contract. The only exception, is to posted speed limits when passing troops are in formation where the speed shall be reduced to 10 miles per hour. Troops in formation have the right-of way over all vehicular traffic.

14.0 CONTRACTOR PROPERTY. The Contractor shall be responsible and accountable for Contractor-acquired equipment used to perform this requirement.

15.0 GOVERNMENT POINT OF CONTACT. The Government point of contact will be identified at contract award.

16.0 TRANSITION. The contractor shall follow the transition plan submitted with the quote.

16.1 The transition plan shall include the phase-in process and submit a transition/cutover plan as part of their proposal. The transition plan must include how the contractor plans to take over the current DASC service.

There shall be no interruption in service during the transition phase. The transition plan must also outline how the contractor plans to hand-off the system at the end (phase-out) of the contract.

16.2 The transition plan shall also include a process for phase-out to another contractor if award is not made to the incumbent. The phase-out process/hand-off may be to Government personnel or another vendor if the contract is not awarded to the incumbent. The plan must also include the removal of any equipment, hardware, or software deemed no longer required by the Government.

16.3 The contractor shall keep the Government fully informed of status throughout the transition period.

16.4 Throughout the phase-in/phase-out periods, it is essential that attention be given to minimize interruptions or delays to work-in-progress that would impact the mission.

16.5 The contractor must cooperate with the plan for the transfer of work control, delineating the method for processing and assigning tasks during the phase-out periods.

17.0 INVOICING. Invoicing shall be conducted in accordance with DFARS Clause 252.232-7003 Electronic Submission of Payment Requests and Receiving Reports.

18.0 INSPECTION AND ACCEPTANCE. The Government appointed representative will be responsible for performing appropriate inspections and acceptance. In the event the deliverables are not in conformance with the terms of the contract, the Government may require re-performance of the non-conforming elements at no additional cost or obligation to the Government.