Information Call Center and Document Management for BCRS Loan and Scholarship Programs

Recovery - Information Call Center and Document Management for BCRS Loan and Scholarship Program

NAICS Code: 541990 All Other Professional, Scientific and Technical Services

The purpose of this announcement is to fulfill the disclosure requirement under the American Recovery and Reinvestment Act. It is provided for informational purposes only.
The Health Resources and Services Administration (HRSA) will be procuring services through the General Services Administration Schedule 541 Advertising & Integrated Marketing Solutions (AIMS) Category 541-4A in accordance with FAR 8.4. In accordance with FAR 8.405-2 HRSA has selected from five firms which will be solicited to obtain services for provide services to identify the requirements of the information center responsible for responding to public inquiries about BCRS programs. The information center will also receive and provide document management services for approximately 23,800 application packages or about 865,000 documents per year. BCRS' estimates that the call volume will fluctuate between 26,000 and 100,000 requests per year. The information center will and provide:
• Telecommunications infrastructure including two international toll-free lines, 1-800-221-9393 for the National Health Service Corps (NHSC), and Nursing Education Loan Repayment Program (NELRP) and 877.GO4.HRSA (877.464.4772) for all other applications, both of which will be billed to and paid for directly by HRSA;
• Basic call tracking and reporting software and hardware (Compaq server, SQL database, Remedy Tracking Software); and
• Staffing and training (Monday through Friday from 9:00 am to 5:30 pm ET except for government holidays).

The purpose of the information center is respond to inquiries about the programs from potential applicants, applicants, scholars, clinicians, nursing critical shortage facilities, the general public, health care delivery sites, community based organizations, health professions schools across the nation and in-house HRSA users. The information center must be flexible enough to adjust to the drastic increases in inquiries during certain periods of the year. The contractor must be able to track and report costs by each application type or inquiry category.

This award will be made utilizing American Recovery and Reinvestment Act (ARRA) funding to support HRSA's Bureau of Clinician Recruitment and Services ARRA efforts. It is anticipated that a single Time and Material type task order with a base and four option periods will result from this requirement. This announcement is for informational purposes. It is not a solicitation. The contact person for this requirement is David Trejo (301)443-0534.