Loren Data's SAM Daily™

FBO DAILY ISSUE OF MARCH 10, 2004 FBO #0835
SOLICITATION NOTICE

99 -- The U.S. Equal Employment Opportunity Commission (EEOC) seeks a contractor to operate a National Contact Center.

Notice Date

3/8/2004
 

Notice Type

Solicitation Notice
 

Contracting Office

PROCUREMENT MANAGEMENT DIVISION US EQUAL EMPLOYMENT OPPORTUNITY COMMISSION 1801 L STREET, NW, ROOM 2505 Washington DC 20507
 

ZIP Code

20507
 

Solicitation Number

RFP0410
 

Response Due

4/7/2004
 

Archive Date

3/8/2005
 

Point of Contact

Joyce A. Jackson Contracting Officer 2026634214 joyce.jackson@eeoc.gov;
 

E-Mail Address

Email your questions to Point of Contact above, or if none listed, contact the IDEAS EC HELP DESK for assistance
(EC_helpdesk@NBC.GOV)
 

Small Business Set-Aside

N/A
 

Description

The U.S. Equal Employment Opportunity Commission (EEOC) seeks a contractor who can provide customer contact and call center services and will work with the EEOC to develop and implement the EEOC National Contact Center. EEOC seeks to establish a National Contact Center that will integrate current Internet based information services, call center capabilities, and appropriate knowledge management and information technologies into a single National Contact Center operation dedicated to disseminating information from the EEOC to its customers. The mission of the EEOC National Contact Center is to disseminate accurate, timely and consistent information about EEOC programs, products and services. The objectives include providing professional and courteous service, centrialized access, accurate information and customer choice of contact options such as voice, TTY, written correspondence and e-mail. The National Contact Center will be expected to provide EEOC customers with accurate and consistent information concerning all the laws enforced by the EEOC, EEOC procedural regulations, outreach and technical assistance activities, charge/complaint filing requirements, EEO survey reporting requirements, technical support and guidance to federal employees and applicants regarding certain filing requirements, case or complaint status and other services provided by EEOC in a speedy, courteous and professional manner. The information may be provided through in-bound and out-bound media including telephone, TTY, e-mail, facsimile, written correspondence and web text. The contractor shall provide a full range of services related to: (1) Project planning to accomplish the successfuly implementation, operation and management of the National Contact Center; (2) Technical planning, data gathering, data analysis and analysis of contact volumes, estimated talk times, steady state and peak contract periods, planning to handle variable contact volume without adversely affecting customer service, development and integration of emerging technology, staffing, training, security, etc.; (3) Day-to-day operation of the National Contact Center; (4) A complete contact center solution to support EEOC customer service goals and mandates; (5) A centralized point of access to EEOC, including consolidation of four (4) toll free phone lines consisting of voice and TTY for publications and general inquiries, as well as centralized e-mail access via the internet. The contractor must ensure that all responses via e-mail appear to have originated directly from the EEOC as a seamless operation; and (6) a complete, integrated package of quality and productivity programs that includes: (a) Quality monitoring capabilities with analysis of both call data and agent performance. Monitoring must include the ability to perform both on-site and from a remote location; (b) Workforce management tools for both scheduling and forecasting of National Contact Center staff; (c) Customer contact management/scripting software that enables online data capture regarding call/caller and whether the call was completed during the original contact with initial scripts supplied by EEOC; (d) User interfaces for real-time reporting and program modifications of Interactive Voice Response (IVR) paths, agent skill sets and contact center performance to allow end users to ensure that program goals are attained; (e) Tracking of calls and contact durations and routing data and ensuring consistency with EEOC performance measurement goals; (f) Clear, consistent, accurate, timely, authoritative and complete information; and (g) Tours of the EEOC National Contact Center and informational packages about the services provided by the Center. The EEOC National Contact Center solution must provide for, at a minimum, a disaster recovery down time of no more than forty-eight (48) hours, contact center statistic reporting capabilities, and the ability to interface with several of the EEOC's information technology application systems. It must allow for future expansion and technological improvement and growth. Initial components would include Private Branch Exchange (PBX) Automatic Call Distributor (ACD), Interactive Voice Response (IVR) with speech recognition in both English and Spanish, call accounting systems and agent data recording systems. The proposed system shall have the capacity to provide Internet Protocol technology and language interpretation service to EEOC customers. The IVR will provide basic information in response to routine inquiries. EEOC is interested in a system to support Customer Service Representatives' (CSRs) handling calls from home or an alternate work site within the continental United States, offering the equivalent training, functionality, reporting measurements, and security as CSRs located in the contractor's facility(s). This option wil be considered if it helps contribute to a more cost effective solution. Duration of the contract period twenty-four months with three option years.
 

Web Link

Please click here to view more details.
(http://ideasec.nbc.gov/ecprod/owa/ec$cbd.sypfirstcount?P_SERVER_ID3=EE450001&P_OBJ_ID1=58567)
 

Place of Performance

Address: Continental United States

Zip Code: 20507

Country: U.S.
 

Record

SN00539963-W 20040310/040308223343 (fbodaily.com)
 

Source

FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)

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