Synopsis P0010 Amendment 1.pdf

(1) Action Code: N/A

(2) Date: September 20

(3) Year: 2021

(4) Contracting Office ZIP Code: 20170

(5) Product or Service Code: DA01

(6) Contracting Office Address:

13221 Woodland Park Road, Room 501

Herndon, VA 20171

(7) Subject: Synopsis

(8) Proposed Solicitation Number: N/A

(9) Closing Response Date: September 27, 2021

(10) Contact Point or Contracting Officer. Roger Henriquez

(11) Contract Award and Solicitation Number: 7331020P0010

(12) Contract Award Dollar Amount: $5M (est.)

(13) Line Item Number: 8

(14) Contract Award Date: December 22, 2021 (anticipated)

(15) Contractor: LiveOps Agent Services, LLC

(16) Description: Call Center Services

(17) Place of Contract Performance: At Contractor’s site

(18) Set-aside Status: N/A

Amendment 1 to Synopsis # P0010: Include updated language below, a new response due date and include the question and answers, see page 3.

The Small Business Administration (SBA) intends to issue a modification for a three (3) month extension on its contract 73351020P0010, with Contractor, LiveOps Agent Services, LLC (hereby referred to as “LiveOps”) for the call center services, under the authority in Federal Acquisition

Regulation (FAR) Part 6.302-1.

The Contracting Officer has determined that the circumstances of the contract action deem only one responsible source and no other supplies or services will satisfy agency requirements.

Interested parties may submit a capability statement, proposal, or quotation, which shall be considered by the agency. identify their interest and capability to respond to this synopsis. This synopsis is not a request for quotes or competitive quotes/ proposals. However, any documentation received will be considered by the Government. If the SBA does not receive an acceptable response to this announcement, negotiations will be conducted with LiveOps and a modification to the contract will be issued. A determination by the Government not to compete with this proposed contract based upon responses to this notice is solely within the discretion of the Government.

Information received will normally be considered solely for the purpose of determining whether to conduct a competitive procurement. No entitlement to payment of direct or indirect costs or changes by the Government will arise as a result of contractor submissions of responses to this announcement or the Government use of such information. Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response.

Interested parties may an e-mail to Roger Henriquez at roger.henriquez@sba.gov no later than by

September 27, 2021, by 10:00 A.M. ET.

Questions and Answer

1. Question: Can you share SLAs?

Answer: The SLAs are confidential agreements that cannot be disclosed.

2. Question: Can you share current call volumes?

Answer: Call volumes fluctuate and can go up to 60,000.

3. Question: Can you share average hold time?

Answer: “Hold” Time, or Average Speed of Answer, can fluctuate from day-to-day, season to season, based on activity. For the past 90 days, it has averaged under two minutes.