My Navy Career Center (MNCC) Contact Center

NAVSUP FLC Norfolk Philadelphia Office Contracting Department intends to acquire services to support the MyNavy Career Center (MNCC) Contact Center Tier 1 and specific Tier 2 services dedicated to Manpower, Personnel, Training and Education (MPT and E). Navy Personnel Command (NPC) is required to provide Human Resources customer services to Sailors, veterans, retirees and family members through a new organization called MNCC. The MNCC Contact Center is at the heart of one-stop shopping and addresses customer questions and provides information to respond to inquiries regarding personnel concerns. This effort is designed to improve the quality of HR customer service support provided to all stakeholders, and make it easier to obtain information and direction on how to complete HR and career management tasks.
This support will be obtained through the acquisition of HR contact center labor for NPC, and to expand to support the Navy’s MPT and E enterprise.
NPC has an extensive requirement for inbound customer and contact touch points, outbound contacts for follow-up and resolution of customer issues, and the requirement for obtaining customer feedback on quality of service through customer satisfaction surveys. The MNCC contact center should be prepared to respond to serviced population customer requests in an omni-channel approach that includes, telephone, mobile, IVR, email, text, fax, chat, web requests and other emerging correspondence technologies. It is expected that the center will eventually operate with processes and procedures using best practices found in large call centers used commercially that have greater than 500 agents operating at a given time and the requisite quality, training, and leadership in place.
The services required include the operation of a Customer Relationship Management (CRM) solution and ultimately, an integrated telephony capability.
These technologies will be provided as government furnished equipment to the contractor. A summary of the production and services support include: Develop, document, implement and maintain processes and procedures for daily operations of the MNCC Contact Center; provide accurate and timely response to all telephone calls, voice mail, email, chat, text and web-based inquiries; receive and process correspondence submitted for consideration by selection boards; and support other administrative processes as directed by the government. The contact center will also need to be operated using a modern Work Force Optimization (WFO) product and the associated procedural techniques. While technology will be primarily GFE (telephony and CRM)
The MNCC Contact Center must operate using contact center industry standard methods and commercial best practices to respond to HR-related service requests.
Performance measures for the contractor will include service level agreements related to expected time to answer calls, first call resolution rate, abandoned calls, talk time, average handle time, and effective workforce management methods. The contractor will be required to supply sufficiently qualified staff to support a contact center operation capable of supporting Navy’s military HR service requests. Initial estimates of annual contact volume for this contact center is 5M contacts. In addition to providing contact center agents and technical support staff to operate the CRM application, the contractor will be required to provide administrative support personnel who can perform routine administrative tasks assigned by the government.
The contact center staff will support the Navy in a wide variety of service delivery scenarios, to include normal HR service requests related to pay, career planning, and emergency response situations like weather or mass casualty events.
The MNCC Contact Center operates 24 hours a day, seven days per week, at two initial locations (Millington, TN and Norfolk, VA), with others that are potentially added during the performance period. Performance is anticipated to commence 01 April 2018. The Service Contract Act is applicable to this requirement. It is the Government’s intent to process this procurement through a 100% Small Business Set Aside in accordance with FAR 15 to ultimately award an indefinite-delivery, indefinite-quantity contract where both cost-type and firm fixed price task orders may be issued.
The applicable NAICS code is 561422.
Upon its release, the solicitation will be issued electronically and be available for downloading at the NECO website: http://www.neco.navy.mil or http://www.fedbizopps.gov on or about 21 November 2018. All responsible sources may submit a proposal, which will be considered by NAVSUP FLC Norfolk, Contracting Department, Philadelphia Office. The closing date for the receipt of offers will be set forth in the RFP. Interested parties are solely responsible for monitoring the above website for posting of the RFP and any amendments hereto. The Government will not pay for the information received. By submitting a proposal, the offeror is self-certifying that neither the requestor nor the principal corporate officials and owners are currently suspended, debarred, or otherwise ineligible to receive contracts from any federal agency.
Failure to do so may represent grounds for refusing to accept the proposal. By submission of a proposal, the contractor acknowledges the requirements that a prospective awardee must be registered in the System for Award Management (SAM) database prior to award. Lack of registration in the SAM database shall make a contractor ineligible for award. Contractors may obtain information on registration and annual confirmation requirements via the internet at https://www.sam.gov/protal/public/SAM/. Any questions regarding this announcement should be submitted via email to peter.certo@navy.mil.
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