Request_for_Information_-_PAG_Virtual_Contact_Support_Services_1.pdf

RFI: PAG Virtual Contact Support Services for Recruitment and Leads Generation April 2024

THIS IS A REQUEST FOR INFORMATION (RFI) ONLY

Pipeline Assessment Group (PAG) Virtual Contact Support Services

Peace Corps Office of Volunteer Recruitment and Selection Services (VRS)

This RFI is issued solely for information and planning purposes; it does not constitute a Request for Quote (RFQ) or a promise to issue an RFQ. Those who respond to this RFI should not anticipate feedback with regards to its submission.

This RFI does not commit the Government to contract for any supply or service.

Respondents are advised that the Government will not pay any cost incurred in response to this RFI. All costs associated with responding to this RFI will be solely at the responding party’s expense. Not responding to this RFI does not preclude participation in any future RFQ.

All submissions become the property of the Federal Government and will not be returned. The information provided may be utilized by the Department of Interior (DOI) and Peace Corps in developing its acquisition strategy and Requirements Statement. The information resulting from this RFI may be included/combined with other submissions in one or more options considered in the analysis of alternatives.

Requirement Summary: The Department of the Interior (DOI), Interior Business Center (IBC), Acquisition Services Directorate (AQD), in support of the Peace Corps Office of Volunteer Recruitment and Selection Services (VRS) may require remote support services in recruitment and leads generation. Contractor would provide a team, known as the Pipeline Assessment Group (PAG), to be responsible for omnichannel recruitment and leads generation support including calls, email, chat, and other communication channels.

This is NOT a requirement for artificial intelligence technologies to enhance customer service operations such as AI-powered tools like chatbots, virtual assistants, speech analytics, predictive analytics, and automated call routing.

Potential NAICS - 561422 - Telemarketing Bureaus and Other Contact Centers

This RFI will be used to:

1) Better understand open market opportunities available to meet Peace Corps in meeting their need for Virtual Contact Support Services for Recruitment and Leads Generation.

2) Finalize the Government’s requirements documents and acquisition strategy.

SECTION 1

Pipeline Assessment Group (PAG) Virtual Contact Support Services

MINIMUM REQUIREMENTS

Period of Performance: Base Year & Four (4) 12-month Option Periods

Basic Requirements:

PAG Virtual Contact Support Services for Recruitment and Leads Generation include, but are not limited to, the following sets of activities:

The Contractor shall provide all necessary labor, management, supervision, and materials to operate the PAG. The Contractor will use multiple methods of communication to contact and refine leads, assist in application processing, provide exceptional customer service support, and respond to all inquiries. In addition, the Contractor would be responsible for the measurement and analysis of existing virtual initiatives and programs specific to recruitment efforts.

The Peace Corps would be responsible for operating, maintaining, evaluating, and analyzing web-based operations supporting the PAG efforts.

The PAG shall be responsible for refining leads from various sources, including:

• Answering the Peace Corps recruitment phone line,

• Answering the Peace Corps recruitment email,

• Leads that come in online through advertising and other sign-ups,

• Leads that a recruiter uploads and shares,

• Responding to the Peace Corps online chat system, and

• Leads that are shared through other means.

Once a member of the PAG determines a lead's interest, they are transferred to a Peace Corps Recruiter.

The anticipated hours of operation shall be Monday through Friday from 9:00 AM to 9:00 PM in all four US time zones. Please note this program crosses US time zones and it is expected that working times would be staggered to cover all US time zones.

The scope and complexity of this requirement is based on historical VRS data. The estimated workload is shown below.

ITEM NAME ESTIMATED QUANTITY

Quarterly Annually

1 Calls Received 1,700 6,800 2 Emails Received 1,700 6,800 3 Online and Recruiter Leads 25,000 100,000 4 Other Leads 3,400 13,600 5 Online Chat 6,000 24,000 6 Returned Peace Corps Volunteers (RPCV) Outreach 425 1,700 7 Calls to Applicants 4,200 16,800

8 Cold Calls To Be Determined

To Be Determined

SECTION 2

If your organization has the potential capacity to provide this services, please provide the following information:

Submission Instructions:

1) Complete Fillable Form (attached).

2) Provide a brief Capabilities Statement to this RFI of not more than two (2) pages.

Your Capabilities Statement might include:

1. Core Competencies / Capabilities

a) Briefly describe the company and its Contact Support Services expertise, history, ownership, and any other information deemed relevant to recruitment and leads generation.

b) Past Performance - Describe relevant projects the company has been involved in, government and commercial, that is similar in size, scope, and complexity to that described above.

2. Staffing

a) Briefly describe the company’s ability to provide and retain high quality, experienced remote personnel for omnichannel contact support services.

The Government would like to know how small business can fit into the Peace Corps’ acquisition strategy. Please complete all information pertaining to your business size and socioeconomic designations.

Marketing brochures and/or generic company literature will not be considered.

PLEASE SUBMIT YOUR RESPONSE no later than April 26, 2024 4PM, Eastern.

Submit responses to:

mike_mcguire@ibc.doi.gov and hanna_mershman@ibc.doi.gov

Please reference “RFI PAG Contact Support Services” in the email subject line. No telephone, mail, or fax responses will be accepted.

Vendors must identify any proprietary information submitted in response to this Request for Information. The proprietary information must be clearly marked as proprietary. The government will not treat any other information as proprietary.

The Government reserves the right to contact, or not contact, any party responding to this notice in order to obtain further information for market research purposes. The government will not notify respondents of the results of the information received and will not return submittals to the sender.

Fillable Form Attachment

PAG Virtual Contact Support Services for Recruitment and Leads Generation

Name of Firm: ______________________________________________________________

UEI: ______________________________________________________________

Point of Contact Name: ______________________________________________________________ POC Phone Number: ______________________________________________________________ Business Address: ______________________________________________________________ City/Town: ______________________________________________________________ State: ______________________________________________________________ Zip Code: ______________________________________________________________ Website URL: ______________________________________________________________

What is your company's primary NAICS code of operation?

Is your firm a Small Business per the primary NAICS shown above? YES NO

If a Small Business, please indicate all applicable business designations:

(select all that apply)

Service-Disabled Veteran Owned Small Business (SDVOSB) Veteran Owned Small Business (VOSB) 8(a) Business Development Small Business Certification HUBZone Business Concern Economically Disadvantaged Women-Owned Small Business (EDWOSB in accordance with 19.1503) Women-Owned Small Business (WOSB in accordance with 19.1503) Small Disadvantaged Business (SDB)

Indian Small Business Economic Enterprise (ISBEE) or Indian Economic Enterprise (IEE)

If applicable, please identify your firm’s General Services Administration (GSA) Federal Supply Schedule(s).

What experience does your company have with managing remote staff responsible for contact services / leads generation / recruitment?

Ideally, staff would include Returned Peace Corps Volunteers (RPCV).

How likely would your business be able to staff positions with RPCVs?

What contract type would your firm recommend for this requirement?

(Firm Fixed Price, Labor Hour, etc.)

Provide a description of your firm’s current pricing structure.