Technical_Exhibit_4D_-_Virtual_Center_Historical_Workload_FY17-18.pdf

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Attached to
Provide Soldier For Life Transition Assistance Program Services for U. S. Army Federal contract opportunity
Solicitation number
W9124D20R0016
Issued by
Department of the Army Materiel Command Mission and Installation Contracting Command Fort Sam Houston

About this file

This document provides information on an upcoming federal contract opportunity to provide Soldier For Life Transition Assistance Program services for the U.S. Army. The contract will have a two-month phase-in period, a 10-month base period, and four 12-month option periods, for a potential total performance period of six years. Services will include operation of transition assistance locations, counseling, transition planning, career skills support, employment assistance, and event support across the continental U.S., Korea, Kuwait, Germany and Italy. The contract is anticipated as firm-fixed-price with cost-reimbursable elements for travel and other direct costs. The solicitation is expected to be released on or around November 19th, 2019 with a 30-40 day response time. The acquisition will be a 100% set-aside for Service-Disabled Veteran-Owned Small Businesses and conducted using a tradeoff best-value approach. The Department of the Army Mission and Installation Contracting Command at Fort Sam Houston will serve as the contracting agency.

Technical Exhibit 4D - Virtual Center Historical Workload FY17-18

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Text version

Month Total In Bound Calls

Calls Abandoned

% Dropped Calls

Virtual Requests

Virtual Visits

Oct‐16 3,766 501 13% 1,163 1,428 Nov‐16 4,346 700 16% 537 1,623 Dec‐16 3,512 223 6% 288 1,461 Jan‐17 5,255 539 10% 721 1,584 Feb‐17 5,615 789 14% 1,024 1,294 Mar‐17 3,550 134 4% 938 1,854 Apr‐17 3,931 191 5% 700 1,540 May‐17 4,650 270 6% 886 1,215 Jun‐17 4,357 221 5% 911 1,310 Jul‐17 3,099 226 7% 1,013 1,369 Aug‐17 5,368 493 9% 997 1,341 Sep‐17 4,342 236 5% 670 1,093

FYTD 2017 51,791 4,523 9% 9,848 17,112

Technical Exhibit 4D

SFL‐TAP Virtual Center FY 2017

Month Total In Bound Calls

Calls Abandoned

% Dropped Calls

Virtual Requests

Virtual Visits

Oct‐17 5,501 606 11% 843 1,142 Nov‐17 NO DATA NO DATA % 633 1,153 Dec‐17 2,767 119 4% 527 990 Jan‐18 4,158 424 10% 935 1,507 Feb‐18 % Mar‐18 % Apr‐18 % May‐18 % Jun‐18 % Jul‐18 % Aug‐18 % Sep‐18 %

FYTD 2018 12,426 1,149 9% 2,938 4,792

Technical Exhibit 4D

SFL‐TAP Virtual Center FY 2018

File details come from the government source that posted it. Updated .