SOLICITATION NOTICE
R -- Multi-channel Contact Center Services
- Notice Date
- 2/23/2007
- Notice Type
- Solicitation Notice
- NAICS
- 519190
— All Other Information Services
- Contracting Office
- General Services Administration, Office of the Chief Acquisition Officer (V), GSA Headquarters Contracting Division (VC), 18th & F Streets, NW Room 4020, Washington, DC, 20405, UNITED STATES
- ZIP Code
- 00000
- Solicitation Number
- GSV07PD0003
- Description
- Notice of Pre-solicitation Conference: General Services Administration Multi-channel Contact Center requirement. Location: A pre-solicitation conference that has been scheduled for Monday, March 5, 2007 at 2:00 p.m. (Eastern Standard Time) at the American Institute of Architects (AIA). ALA is located at 1735 New York Avenue, N.W. Washington, D.C. The conference will be held in the Second Floor Board Room. Directions: The AIA is adjacent to GSA?s building, as well as the Corcoran and the Octagon House. The nearest intersection is 18th and E Streets, N.W. This is five blocks south of the Farragut West metro station (blue and orange lines). The AIA is located behind the Octagon house. It is a modern building, with a sculpture of a silver circle in the courtyard in front. Purpose: The purpose of this conference is to provide Federal departments and agencies, and our industry partners with an opportunity to comment on the draft requirements for multi-channel contact center services and to provide a venue for large and small businesses to network on partnering plans for the forthcoming solicitation. 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: The attached draft documents will provide you with our current thinking on the ten (10) year 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 United States, or at multiple work sites within the United States.
- Record
- SN01238291-W 20070225/070223221924 (fbodaily.com)
- Source
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