National Flood Insurance Program (NFIP) Call Center Support

National Flood Insurance Call Center Support Synopsis General Information Document Type: Pre-Solicitation Notice Solicitation Number: HSFE60-13-R-0012 Posted Date: June 18, 2013 Classification Code: D321- IT and Telecom- Helpdesk Set-Asides: N/A NACIS Code: 519190 – All Other Information Services Contracting Office Address Federal Emergency Management Agency, Mitigation Directorate, 395 E Street, S.W., Patriot Plaza, 5th floor, Washington, DC 20472 Description In accordance with FAR Part 5.207, the Federal Emergency Management Agency (FEMA) is issuing a Pre-Solicitation Notice for National Flood Insurance Program (NFIP) Call Center support. The Federal Insurance and Mitigation Administration (FIMA) is a component of the Department of Homeland Security (DHS), Federal Emergency Management Agency (FEMA), which operates the NFIP. The selected contractor shall provide expert professional call center operations management for the three toll free lines into the NFIP Call Center. These are the NFIP Flood Insurance Reform Act (FIRA) Inquiry Toll Free Line; the NFIP General Information Toll Free Line; and a secondary general information toll free line. The NFIP Call Center will be the focal point for inquiries from NFIP policyholders who receive annual mailings upon policy renewal in compliance with the Flood Insurance Reform Act of 2004. Additional duties include providing agent referrals; providing back-up support for inquiries into the NFIP training contract; phone support in the event of a flooding event; assisting with loss history request; and disputed information on the loss history reports. As a result of this Pre-Solicitation notice, FEMA anticipates awarding one (1) firm fixed price contract for one (1) base year with four (4) one year options. The Acquisition Operations Division (AOD) intends to conduct this Acquisition on an unrestricted full and open competition basis under FAR Part 15, Contracting by Negotiation. The Government will make award to the responsive, responsible firm, whose proposal is most advantageous to the Government, technical and cost/price considered. This is a best value procurement. The Government may or may not award to the low price offeror. Numbered notes are not applicable to this requirement. The anticipated award date for this contract is October 15, 2013. A formal Request for Proposal (RFP) shall be available 15 days after the published date of this Pre-Solicitation Notice. Potential Offerors’ shall be responsible for obtaining the RFP and related amendments, if any, from www.fbo.gov after the RFP has been published. Offerors shall be registered in the System of Award Management (SAM). You may register via the internet at:https://www.sam.gov/portal/public/SAM/ Point of Contact Information: Danielle Cotten, Contract Specialist, Email Danielle.cotten@fema.dhs.gov. Ronald O. Ortega, Contracting Officer, E-mail: Ronald.Ortega@fema.dhs.gov Place of Performance Address: Various locations throughout the continental United States and its territories.