Statement_of_Work_(for_RFQ).pdf

Statement of Work

Call Service for Gulf of Mexico

Individual Fishing Quota (IFQ) Programs Landing Notifications

1.0 Background

To allow for effective law enforcement in the Gulf of Mexico IFQ programs, fishers are required to complete a landing notification at least three hours, but no more than 24 hours, in advance of landing. The landing notification requirement is intended to provide law enforcement officers the opportunity to be present at the point of landing so they can monitor and enforce IFQ requirements dockside.

2.0 Scope

The call service should be able to demonstrate prior experience answering and responding to a large number of callers, where callers are not simply leaving a phone number to call back. The call service will log into the National Marine Fisheries Service (NMFS) Southeast Regional Office Catch

Share Programs online system to record the landing notification. Based on the average amount of minutes used during 2014, the estimated amount of minutes needed for the next year would be

11,000.

3.0 Objectives

A vessel can land IFQ species anytime during the day and night, provided that a landing notification has been given between three to 24 hours prior to landing. When reporting a landing, fishers are required to provide the time and location of landing, the name of the IFQ dealer where fish are to be received, and estimated weights per share category. Authorized methods for submitting a landing notification include: 1) Online through the fisher’s IFQ account; 2) through a vessel monitoring system unit; or, 3) by phone. Because fishers are allowed to land 24 hours a day, they need the ability to complete the landing notification any time of the day. The telephone method is the only option for some fishers when fishing offshore. Therefore, a 24-hour call service is a necessary component for enforcement of the IFQ programs.

4.0 Tasks

The call service must have 24-hour capability.

Call service agents must have internet access with minimum screen resolution of 1024 x 768, must have browser software installed (e.g., Internet Explorer, Mozilla Firefox, or Google

Chrome), and Adobe Flash Player software version 9.0 or greater to enter the landing notifications.

Call service agents will follow a web-based script provided by NMFS Southeast Regional Office when responding to fishers. An example script is provided in Appendix 1.

Any customer service questions should be directed to 1-866-425-7627, option 2. If customer service calls are forwarded after hours, fishers can leave a message and their call will be returned during business hours.

If the Catch Share website is down, call service agents must follow the attached contingency plan provided in Appendix 2.

NMFS Southeast Regional Office requires the ability to listen to recorded calls between the call service agents and fishers. The recorded calls must be available on-line, and be accessible by a

UserID and PIN.

The recorded calls must be backed up to CD, and be provided to NMFS Southeast Regional

Office on a yearly basis.

5.0 Delivery

Call service center must complete the landing notification at the time of the phone call. NMFS

Southeast Regional Office requires the ability to listen to recorded calls between the call service agents and fishers. The recorded calls must be available on-line, and be accessible by a UserID and

PIN. The recorded calls must be backed up to CD, and be provided to NMFS Southeast Regional

Office on a yearly basis.

6.0 Government-Furnished Property

N/A

7.0 Security

There are not any unique security requirements associated with contract performance.

8.0 Place of Performance

The vendor’s call service location will be the place of performance.

9.0 Period of Performance

Base Year: 9/1/2015 through 8/31/2016

Option Year 1: 9/1/2016 through 8/31/2017

Option Year 2: 9/1/2017 through 8/31/2018

Option Year 3: 9/1/2018 through 8/31/2019

Option Year 4: 9/1/2019 through 8/31/2020

APPENDIX 1: CALL CENTER SCRIPT

APPENDIX 2: CONTINGENCY PLAN

Landing Notification

If there is an outage of the Catch Share online system and the VMS system, IFQ participants will only be able to use the phone to complete a landing notification. The individual assigned to answer the landing notification calls must follow the steps below:

1) Call Center staff shall contact Elaine Harrell at (813) 767-5471 (cell), or (727)551-5613

(work). If Elaine cannot be reached, Call Center staff shall contact Ron Tregaskis at

(727) 249-8329 (work cell). Until the system is functioning Call Center staff must follow the steps below.

2) Record the required information:

Vessel name or number, Dealer’s business name, Name of location where the vessel is landing, Address where the vessel is landing, City and state where the vessel is landing, Day and time of arrival at the dock, Time zone (Eastern or Central), Time the individual called, and

Estimated pounds landed in gutted weight of:

o Red Snapper o Red Grouper o Gag o Other Shallow-water Grouper o Deep-water Grouper o Tilefish

3) Provide the fishers an emergency 3-hour notification confirmation code.

4) E-mail the 3-hour notification information to Catch Share Customer Support at nmfs.ser.catchshare@noaa.gov, and to state and federal law enforcement officers and agents at nmfs.sero.callcenter@noaa.gov. Also, e-mail a screen shot of the Web site error to Elaine.Harrell@noaa.gov and Shawn.Puyear@noaa.gov.

5) Catch Share Customer Support will enter the landing notification after the system is restored. This ensures a permanent record of this information is captured.

mailto:SER-IFQ.Support@noaa.gov mailto:nmfs.sero.callcenter@noaa.gov mailto:Elaine.Harrell@noaa.gov mailto:Shawn.Puyear@noaa.gov