Request for Information and Sources Sought: The purpose of this public posting by the General Services Administration (GSA) is to provide all Federal departments and agencies, and our industry partners with an opportunity to comment on our draft requirements for multi-channel contact center services. This announcement is also designed to assist GSA in making a "set-aside for small business"determination as required by FAR 19.5. Background: Over the past three years, the GSA has been responsible for implementing and maintaining the USA Services E-Gov initiative. The objective of this initiative is to provide high quality, cost-effective contact center solutions for Federal departments and agencies, and to provide these services in a manner that meets the immediate needs of these Federal customers. To support this initiative, GSA has developed a requirement to provide a full range of multi-channel contact center solutions. The scope of this work involves providing a wide range of automated and attended information services through multiple communications channels, including: telephone, e-mail, the internet, facsimile and postal mail. The scope of this work is intended to support all Federal departments and agencies that operate programs which require the support of contact center services. Through the award of multiple, indefinite-delivery, indefinite-quantity (IDIQ) contracts for multi-channel contact center solutions, GSA fully intends to leverage its extensive experience and anticipated requirements into a program that allows other Federal departments and agencies to identify and process their contact center services faster, smarter and at a far lower overall costs than they otherwise would be able to do through their own resources. Services: Attached draft documents will provide you with our current thinking on the pricing schedule and the services that will be provided under this requirement. These documents call for the contractors to: (i) provide a wide range of automated and customer support services, using multiple communication channels, to respond to inquiries about Federal government programs, policies, information sources, and agencies from the general public, Congressional offices, business and professional communities, academia, government offices, and electronic and print media. The multiple communication channels include telephone, e-mail, the internet, facsimile, postal mail and other media as appropriate; (ii) provide and maintain all required facilities, equipment, software, supplies, and services, to support the automated and customer support services and technical and management functions; (iii) provide sufficient qualified personnel to support all automated and customer support services and to perform all required technical and management functions; (iv) provide solutions that fully comply with federal information system security requirements; (v) provide services that are fully accessible by individuals with disabilities as required by Section 508 of the Rehabilitation Act Amendments of 1998; (vi) perform all technical and management functions needed to plan, design, implement, operate, and manage these services. To include: site management, program management, technology management, information systems security, content and knowledge management, contact/case management, relationship management, and customer satisfaction survey support; (vi) provide special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the diverse needs of the Government; and (vii) conduct public outreach and advertising programs which include publishing telephone numbers in telephone directories for agency-specified service areas. In performing this requirement the contractor will provide (i) all necessary personnel, training, supervision, administrative support and management; (ii) all facilities, supplies, equipment and IT hardware and services; (iii) all telecommunications except that provided by the Government, (iv) all software and research and reference materials except those provided by the Government; (v) current information to the public according to Government direction; and (vi) a quality control program. The contractor will be able to perform the work requirements of their contract at one work site within the contigious 48 states, or at multiple work sites within the contigious 48 states. Small Business Set-Aside Determination: Firms that qualify as a Small Business or a Small-Disadvantaged Business under the size standard for the North American Industry Classification System (NAICS) 519190, Other Information Services, ($6.0 million in annual revenue) are highly encouraged to write to the Contracting Officer with information attesting to their ability to perform the required work. This notification can be up to five (5) pages in length and should include a detailed description of the firm?s capability to provide all services within the scope of work. The minimum experience requirements for this project are as follows: (i) three years general experience in providing information and referral services with monthly work volumes handled by agents of no less than 100,000 telephone inquiries and 7,500 e-mail inquiries per month, (ii) one year of specialized experience in providing information services in a multi-media environment, including the use of telephone, facsimile, e-mail, and web-based media; (iii) three years of experience in providing information services in a multi-language environment; and (iv) at least two years specialized experience in handling case management in an information and referral service. All of this experience stated above must have been gained with within five years from the date of award of this requirement. The capability statement can be sent via e-mail to
[email protected], or mailed to Robert H. Corey at the street address shown above and should be sent in sufficient time to arrive within fifteen (15) calendar days from the date of this posting. Comments: Since a small business set-aside determination has not yet been made, we are encouraging all potential offerors, both large and small, and other interested parties to provide comments, concerns or suggestions you may have concerning this draft. Federal respondents are encouraged to visualize their own future needs, asking themselves if they had a need for contact center services would their requirements be met by this service. In order to have your comments fully considered in the development of this requirement, please provide them by e-mail to the GSA Contracting Officer at:
[email protected] , arrive within fifteen (15) calendar days from the date of this posting.*****