MODIFICATION
D -- ON-DEMAND TELEPHONIC INTERPRETATION SERVICES
- Notice Date
- 6/18/2003
- Notice Type
- Modification
- Contracting Office
- DHS - Emergency Preparedness and Response, Federal Emergency Management Agency, Readiness, Response & IT Branch, 500 C Street, S.W., Room 350, Washington, DC, 20472
- ZIP Code
- 20472
- Solicitation Number
- EMW-2003-RP-0025
- Response Due
- 7/3/2003
- Archive Date
- 7/18/2003
- Point of Contact
- Melissa Onyszko, Contract Specialist, Phone 202-646-4311, Fax 202-646-3846,
- E-Mail Address
-
Melissa.Onyszko@dhs.gov
- Small Business Set-Aside
- 8a Competitive
- Description
- ***** The following questions were received by this office in regards to the subject synopsis/solicitation. (Any language within parenthesis indicates a minor edit to the original question.) 1. Based on past experience, what is the average call time per call? 2. Based on past experience, what has been the minimum call time per call? 3. Based on past experience, what is the maximum call time per call? 4. Could (offerors) have access to the forms being filled out by FEMA agents (in order) to customize (employee) training to (FEMA's) specific needs? 5. Even though it is 24x7x365 (requirement), are there time periods in the day where (offerors) could expect higher or lower call volumes? 6. Is there a time period in the day, say from 6:00 AM to 10:00 PM, where (offerors) would expect 80% or more of the calls? 7. To be compatible with your system, do you require any special software? 8. Is there any special FEMA unique training that (interpretation employees) have to obtain, and is there any travel involved with that training? 9. Since the information discussed in these interviews may be confidential, are there any specific regulations like HIPPA or others that (offerors) need to ensure (interpretation employees) are trained on? 10. Are there any special background checks needed for the interpreters? 11. Do any specific glossaries (the contractor) has or produces become government property? 12. Have there been any glossaries produced by the current vendor that the government wishes to share with the successful (offeror)? 13. For inbound long distance calls from FEMA, does the contractor cover the charges with 800 numbers, or does FEMA pick up the long distance calls? 14. If the contractor picks up the charges for incoming calls, do you expect the contractor to provide a single 800 number for inbound calls or multiple 800 numbers depending on the language? 15. What is the start date for the contract? 16. (Should offerors) expect that most FEMA agents may not know the language spoken and should (contractors) provide language identification services as well? 17. Is it expected that the contractor will identify the language spoken and match it to one of their specialists within 30 seconds? 18. What are the four least accessed languages? 19. (Is there) an average distribution of calls throughout the day, especially during the graveyard shift? 20. (Does FEMA have) a sample of call surges for shorter periods of time like a day or a week so (offerors) can plan appropriately? 21. (Does FEMA) have a sample of the call reports required? Due to complications uploading attachments onto this website, responses to these questions (including spreadsheets) can be obtained by requesting these responses by email from Melissa Onyszko at the following address: Melissa.Onyszko@fema.gov Offerors shall indicate that they are requesting the answers to the questions posted in Modification/Amendment No. 3 to Synopsis/Solicitation No. EMW-2003-RP-0025
- Place of Performance
- Address: To Be Determined at time of award
- Record
- SN00350140-W 20030620/030618213039 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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