Notice of Intent to Sole Source - Automated Call Distribution (ACD) System at Navy Medicine Readiness and Training Command (NMRTC) Naples, IT

The Defense Health Agency (DHA) intends to award a sole source services contract for an Automated Call Distribution (ACD) System at Navy Medicine Readiness and Training Command (NMRTC) Naples, IT.

If capable sources are not identified through this notice, DHA intends to award a sole source contract under the authority of 10 U.S.C. 2304(c)(2), (as implemented by FAR 6.302-2) to MCS of Tampa, Inc, 8510 Sunstate St, Tampa, FL 33634, for the performance of the described requirement.

The purpose of this acquisition is to procure an ACD System to modernize and streamline the call management process for the NMRTC Naples, IT Call Center. The ACD system shall be able to meet the following requirements:

a. System Capabilities

1. Automated routing of inbound calls based on defined business rules (patient category, service line, and language preference).
2. Integration with existing VOIP infrastructure and potential compatibility with future systems.
3. Queue management and overflow protocols.
4. Call-back, self-service, and interactive voice response options.
5. Reporting dashboard for real-time monitoring and historical analytics

b. Implementation and Integration

1. Technical requirements for installation, configuration, and deployment.
2. Timeline and milestones for phased implementation.
3. Integration with current hospital information system, call center, and IT security standards.

c. Training and Support

1. Training plan for administrators, Call Center Supervisor, and end users.
2. Technical documentation and user manuals.
3. Service level agreement (SLAs) for ongoing maintenance and support.

d. Compliance and Security

1. Compliance with HIPAA and DOD Cybersecurity standards.
2. Data protection, encryption, and access control measures.

This requirement is part of General Services Administration (GSA) procurement. Only one award will be made as a result of this synopsis. A majority of line items needed for this requirement are available on MCS of Tampa’s GSA Contract No. 47QTCA22D009G. However, the following components are not available via their schedule:

1. Call Processing, to include the Avaya Communications Solution, CM S8500 Model Upgrade, Avaya Messaging Model New, G450 MP160 Media Gateway, ASP Model New, ASP 130 R6 Red Hat Enterprise Linux License, ASP 130 Dell R660 Hypervisor A1 Server Bundle, and Power Cords. These components ensure reliable voice processing, messaging, and call routing. They provide hardware, operating system, and virtualization needed to support modernized telephony features and scalable performance.

2. Call Management System Model and Support Advantage Reporting Model with Avaya Pro Services (CMS and Reporting). These elements provide visibility into system operations, call analytics, and real-time performance monitoring. They ensure management teams can optimize call flow, analyze trends, and maintain service quality through advanced reporting and support.

This notice of intent is not a request for competitive quotes and no solicitation document exists for the requirement; however, if a vendor challenges the basis for this requirement, please submit a capability statement that includes sufficient detail and with convincing evidence that clearly demonstrates the capability to submit a product meeting the minimum requirements specified above. Capability statements shall not exceed 5 (8.5 x 11 inch) pages using a font size no smaller than 10-point.  All capability statements received by the due date of this notice will be considered by the Government.  A request for documentation or additional information or submissions that only ask questions will not be considered as an affirmative response.  A determination by the Government not to compete based on responses to this notice is solely within the discretion of the Government.  Information received will be considered solely for the purpose of determining whether to conduct a competitive procurement or to proceed with a sole source procurement.

Capability statements are due by 1600 hours EDT, Friday, 05 December 2025. Capability statements shall be submitted by email ONLY as a Microsoft Word or Adobe PDF attachment to the following address: benjamin.s.reichlin.civ@health.mil.  No phone calls will be accepted.