SOURCES SOUGHT
D -- National Call Center Services
- Notice Date
- 11/9/2005
- Notice Type
- Sources Sought
- NAICS
- 517910
— Other Telecommunications
- Contracting Office
- General Services Administration, Public Buildings Service (PBS), Physical Capital Asset Management Division (PGE), 1800 F Street, NW, Room 4302, Washington, DC, 20405
- ZIP Code
- 20405
- Solicitation Number
- Reference-Number-RFI-GS-00P-06-CY-0014
- Response Due
- 11/30/2005
- Archive Date
- 11/30/2006
- Description
- General Services Administration (GSA), Public Buildings Service (PBS) is currently conducting Market Research for National Call Center Services in accordance with FAR Part 10. (THIS IS FOR INFORMATIONAL PURPOSES ONLY). Respondents should submit points of contact with their responses to Sections A through E below. Background: The General Services Administration, Public Buildings Service provides operations and maintenance on approximately 1,600 government-owned and approximately 7,000 leased facilities located in eleven regions throughout the United States and its territories. The Public Buildings Service strives to improve service to our customers by analyzing our current processes and conducting industry research to find ways to increase our capabilities to deliver world-class asset management services at best value to our customers and the American taxpayer. The Central Office Building Operations and Maintenance Division works closely with regional leaders to assist them in identifying requirements that will deliver more efficient, effective, and consistent service to our customers. We continuously monitor the private sector, and industry organizations, to identify proven methodologies that can be incorporated into our business model. The Public Buildings Service currently has conducted several pilot call centers. These call centers at a minimum receive, track, dispatch facilities related service calls (i.e. too hot, too cold, light out, power out, etc.). Various operational models, use of technology, computer software and reporting capabilities are employed. Statement of Need: The Building Operations and Maintenance Division is researching industry capabilities and methodologies to provide a standardized integrated National Call Center (NCC) solution primarily focused on building operations and maintenance, but allowing for possible expansion to include Computerized Maintenance Management as well as Total Contact Center (one stop information center for all questions relating to PBS). The primary emphasis is a national service call center function capable of receiving work requests from the customer, assigning and tracking a control number for each work request, routing calls to the proper service provider, updating work request status, and tracking work to completion with detailed reporting capabilities. The call center will be the central point of contact for occupants of an existing inventory of approximately 1600 government owned facilities across the United States. However, the system should have the capability to expand capacity in the future. Provide emergency contact capability via telephone, fax, or on-line 24-hours per day including contingency operations during crisis situations such as natural disaster or terrorist attack. Track work requests from initiation to completion with automatic escalation emails for delinquent work. Web based capability for customers to generate requests, track work progress, and get job status updates. Requested Response: Instructions to Respondents: Please provide your response to the RFI by 12:00p, November 18, 2005. Responses should be sent as a MS Word document to the General Services Administration (GSA), Public Buildings Service (PBS), Office of Organizational Resources, Ms. Paris N. Marshall, Room 4302, Washington, DC, 20405. Please note that the Government does not intend to award a task order on the basis of this RFI. In addition, the response shall not be used as a proposal. This response is for informational purposes only. Please submit your response in the following format: A. Capabilities and Related Experience: 1. Describe your capability to perform call center services on a national level focusing on building operations and maintenance, with consideration to location(s), infrastructure, personnel, technology, software and standard operating procedures for normal and emergency operations. 2. Discuss projects of equivalent scope that your organization has performed and what method of data migration, population, and implementation was utilized and how effective was your process in establishing the call center. B. Technical and Management Approach: 1. Discuss how and where you would staff a national call center for GSA/PBS. 2. Describe how your call center would address contingency issues (increased call volume) during times of natural disaster or terrorist attack. 3. Discuss your backup plan or alternate work location for continuity of operations during a crisis. 4. Describe how your call center would secure and protect official building information from outside sources. 5. Describe your approach, timeline and sequence of operations for the start up of a national call center from notice to proceed to receiving the first call. C. Estimate for National Call Center Services Please provide an estimate for the services in the statement of need and a list of recommended labor categories for National Call Center services. D. Size Standard Please indicate if you are a HubZone, Service-Disabled Veteran-Owned Small Business, Small Business, or Other than Small Business. E. Commercial Items (FAR Part 12) Please indicate if your company sells National Call Center Services as follows: 1. Services of a type customarily available in the commercial marketplace; 2. Services of a type customarily available in the commercial marketplace with modifications; or 3. Services used exclusively for governmental purposes.
- Place of Performance
- Address: Nationwide
- Record
- SN00929741-W 20051111/051109212422 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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