***THE AGENCY HAS DETERMINED THAT IT WILL UTILIZE GSA'S NETWORX UNIVERSAL AND ENTERPRISE MULTIPLE AWARD CONTRACTS TO ACQUIRE A CONTACT SYSTEM AND SERVICES. IF INTERESTED IN SUBCONTRACTING OPPORTUNITIES, PLEASE CONTACT THE GSA NETWORX UNIVERSAL AND ENTERPRISE CONTRACT HOLDERS DIRECTLY. THE WEBSITES ARE: http ://www.gsa.gov/portal/content/101611 OR http://www.gsa.gov/portal/content/101612 This sources sought announcement is for information and planning purposes only; it is not to be construed as a commitment by the Government. A contract may not be awarded as a result of this sources sought announcement. The purpose of this sources sought is to identify interested small businesses to include small business, service-disabled veteran owned small business, HUBZone Small Business and Women-Owned Small Business for Contact Center Operations for the Department of Labor National Contact Center in support of the Office of Public Affairs. The Government will determine the set-aside category upon evaluation of capability packages in accordance with FAR Part 19. If capability packages are not received from at least two responsible small business concerns from any of the categories identified above in accordance with FAR Part 19 by the response date or if the Government determines that no small business concerns, in accordance with FAR Part 19, are capable of performing this requirement based upon an evaluation of the capability packages submitted; this requirement will be solicited under full and open competitive procedures. Contractors are requested to submit a Rough Order of Magnitude estimate with the statement of capabilities submission. Contractors are responsible for all costs for submitting their capability packages. All contractor capability packages and/or responses to this RFI are due by April 3, 2015 @ 1:00 PM, EST to Ms. Donna McMullen at
[email protected] Only small businesses are to submit capability packages. Interested small business concerns in NAICS code 561422 with a size standard of $15M are encouraged to submit their capability packages. The capability packages for this sources sought market survey are not expected to be proposals, but rather statements regarding the company's existing experience in relation to the areas specified in the draft Statement of Work. Capability packages must not exceed 20 pages and must be submitted electronically to
[email protected]. Small business concerns are to demonstrate their experiences in answering the following: 1. Do you have a total of two (2) contact center locations within the Continental United States? If yes, is one (1) contact center located within a 50 mile radius of the Washington, DC Metro area? 2. Do you have two (2) contact center locations located different grids and geographically dispersed? 3. Do you possess Quality Assurance Software that is able to record 100% of all inbound and outbound call transactions? a. If yes, does the Quality Assurance Software record both audio and video of all calls. b. Does Quality Assurance System interface and / or integrate with the contact center's CRM? 4. Do you have a Computer Telephony Integration (CTI) system that is able to interface and /or integrate with the contact center's CRM, ACD, and IVR? 5. Do you have Dynamic Interactive Voice Response (IVR) equipment and all related support? If yes, does the IVR able to interface and / or integrate with the contact center's Customer Relationship Management (CRM) System? How many times have you managed this type of IVR? 6. Can you provide an Automatic Call Distributor (ACD) and all related configuration and reporting support? If yes, will ACD able to interface and or integrate with the contact center cloud based CRM? How many times have you built an interface or integrated with a cloud CRM? 7. Do you have the capability and ability to furnish and maintain all the necessary services, qualified personnel, material, equipment, hardware, software, and facilities not otherwise provided by the Government? Please explain. 8. Will you be able to provide Customer Service Representatives (CSR) for English and Spanish languages? If yes, do you have ability to provide additional languages via a language interpretation service provider? 9. Do you have the capability to provide CSR attended and automated service on a 24 x 7 x 365 basis? How many times have you provided these type of staffing support services? 10. Do you have a Federal Certified financial system that is in compliance with U.S DOL invoicing requirements? If yes, do you have the ability to provide complete monthly calendar invoices for each task order contract delivered to the Government 15 days after the last day of the invoice month? How many times have you provided this type of invoicing service? 11. Do you have extensive experience in working on cloud based CRM systems? If yes, do you have evidence of successful contact center past performance with contact centers similar in scope and size. 12. Do you have experience with providing fulfillment services for printed materials that will be distributed via US mail, email, express mail, and text? If yes, what type of distribution volumes did you manage? 13. Do you have the capability to provide all Telecommunications configuration support services as notated in this draft SOW? 14. Will your company be able provide all hardware, software, key staff, materials and facilities to meet all necessary configurations of the aforementioned contact center requirements? If not, what components of the contact center requirements cannot be provided? 15. Can you provide evidence of successful contact center ramp-up / ramp-down activity experience during emergency and/or COOP situations? How many times have you had to ramp-up / ramp-down in emergency situations? Note: * Areas or tasks where a contractor does not have prior experience should be annotated as such.