SOLICITATION NOTICE
U -- Call Center Training
- Notice Date
- 6/29/2012
- Notice Type
- Combined Synopsis/Solicitation
- NAICS
- 611430
— Professional and Management Development Training
- Contracting Office
- Department of the Treasury, Bureau of the Public Debt (BPD), Division of Procurement, Avery 5F, 200 Third Street, Parkersburg, West Virginia, 26106-5312, United States
- ZIP Code
- 26106-5312
- Solicitation Number
- FMS-HQ-12-R-0008
- Archive Date
- 6/29/2013
- Point of Contact
- S. Daugherty, Fax: 304-480-7203
- E-Mail Address
-
psb3@bpd.treas.gov
(psb3@bpd.treas.gov)
- Small Business Set-Aside
- Woman Owned Small Business
- Description
- This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. The solicitation FMS-HQ-12-R-0008 is issued as a Request for Proposal (RFP). Solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2005-59. The NAICS code is 611430 and the size standard is $7.0M. This is set-aside 100% for Woman Owned Small Business. The Bureau of the Public Debt on behalf Financial Management Service (FMS) is contracting to acquire call center collections certification training and supervision and leadership skills for collection call center supervisor in accordance with the attached Performance Work Statement. Training Sites: Financial Management Service, Austin, Texas and Homewood, Alabama. All training shall begin prior to September 30, 2012. The provisions at 52.212-1, Instructions to Offerors - Commercial Items (FEB 2012), applies to this acquisition. Addenda to this provision are attached. The provisions at 52.212-2, Evaluation - Commercial Items (JAN 1999), applies to this acquisition. The following factors shall be used to evaluate offers: Technical Capabilities, Past Performance, Price. Addenda to this provision are attached. Offerors are to include a completed copy of 52.212-3, Offeror Representations and Certifications - Commercial items (APR 2012), with their offer. 52.212-4, Contract Terms and Conditions - Commercial Items (FEB 2012) applies to this acquisition; Addenda to 52.212-4 are attached. The following clauses apply to this acquisition: 52.212-5, Contract Terms and Conditions Required to Implement Statures or Executive Orders -Commercial Items (MAY 2012) 52.219-28, Post Award Small Business Program Representation (APR 2012) 52.219-30 Notice of Set-Aside for Women-Owned Small Business Concerns Eligible Under the Women-Owned Small Business Program (APR 2012) 52.222-3, Convict Labor (JUN 2003) 52.222-21, Prohibition of Segregated Facilities (FEB 1999) 52.222-26, Equal Opportunity (MAR 2007) 52.223-18, Contractor Policy to Ban Text Messaging While Driving (AUG 2011) 52.225-13, Restrictions on Certain Foreign Purchases (JUN 2008); & 52.232-33, Payment by Electronic Funds Transfer-Central Contractor Registration (OCT 2003) Additional contract requirements and terms and conditions may be found in the attachment. Defense Priorities and Allocations Systems (DPAS) and assigned rating are not applicable to this acquisition. ADDENDUM TO 52.212-4, CONTRACT TERMS AND CONDITIONS -- COMMERCIAL ITEMS (JUN 2010) ELECTRONIC INVOICING AND PAYMENT REQUIREMENTS Internet Payment Platform (IPP) is a secure web-based electronic invoicing and payment information service available to all Federal agencies and their supplier by the U.S. Treasury's Financial Management Service. IPP allows Federal agencies and their suppliers to exchange electronic purchase orders, blanket POs, invoices, and payment information in one easy to access web portal. This service is free of charge to government agencies and their suppliers, including services and support. The preferred method for invoicing is through IPP. The IPP website address is https://www.ipp.gov. Contractor assistance with enrollment can be obtained by contacting the IPP Production Help desk via email ippgroup@bos.frb.gov or phone (866) 973-3131. If the Contractor is unable to utilize IPP for submitting payment requests, invoices may be submitted electronically to the e-mail address shown in Block 18a, page 1 after completing the IPP Waiver Form and submitting it via e-mail to contractadministration@bpd.treas.gov (see attachment). Adobe Acrobat Portable Document Format (PDF) and Microsoft Word are acceptable formats. Invoices shall contain the information required in FAR 52.212-4(g). PAYMENT AND INVOICE QUESTIONS For payment and invoice questions, go to https://www.ipp.gov or contact the Accounting Services Division at (304) 480-8300. OVERPAYMENTS In accordance with 52.212-4 section (i) 5 Overpayments: Accounts Receivable Conversion of Check Payments to EFT: If the Contractor sends the Government a check to remedy duplicate contract financing or an overpayment by the government, it will be converted into an electronic funds transfer (EFT). This means the Government will copy the check and use the account information on it to electronically debit the Contractor's account for the amount of the check. The debit from the Contractor's account will usually occur within 24 hours and will be shown on the regular account statement. The Contractor will not receive the original check back. The Government will destroy the Contractor's original check, but will keep a copy of it. If the EFT cannot be processed for technical reasons, the Contractor authorizes the Government to process the copy in place of the original check. MARKING OF SHIPMENTS: Please ensure that the order number (Block 4) is clearly visible on all shipping/service documents, containers, and invoices. 52.217-8 OPTION TO EXTEND SERVICE (NOV 1999) The Government may require continued performance of any services within the limits and at the rates specified in the contract. These rates may be adjusted only as a result of revisions to prevailing labor rates provided by the Secretary of Labor. The option provision may be exercised more than once, but the total extension of performance hereunder shall not exceed 6 months. The Contracting Officer may exercise the option by written notice to the Contractor within 30 days before the contract expiration date. Interested offerors may register at http://www.fedbizopps.gov to receive notification when any amendments are issued and available for downloading. Please note that the General Services Administration provides the notification service as a convenience and does not guarantee that notifications will be received by all persons on the mailing list. Therefore, we recommend that you monitor the FedBizOpps site for all information relevant to desired acquisitions. PERFORMANCE EVALUATION This contract is subject to a performance evaluation. At contract completion, a completed Government evaluation shall be forwarded to the Contractor. The Contractor may submit written comments, if any, within the time period specified in the evaluation transmittal. The Contractor's comments shall be considered in the issuance of the final evaluation document. Any disagreement between the parties regarding the evaluation shall be forwarded to the Bureau Chief Procurement Officer (BCPO). The final evaluation of the Contractor's performance is the decision of the BCPO. A copy of the final performance evaluation report will be sent to the Contractor and to the Government's past performance database at www.ppirs.gov. ADDENDUM TO 52.212-1, INSTRUCTIONS TO OFFERS - COMMERCIAL ITEMS PROPOSAL SUBMISSION Technical and price proposals are being requested in response to this solicitation. Offerors shall submit an electronic written technical proposal and written price proposal, by the due date. Offerors shall also provide 3 past performance references (Government or Commercial) where they have provided a similar service by the due date. The Offeror assumes full responsibility for ensuring that offers are received at the place as delineated herein. Offerors shall submit proposals electronically to PSB3@BPD.TREAS.GOV. All electronic submissions should contain the subject line ", ATTN: FMS-HQ-12-R-0008 Susan Daugherty ". If emailed to PSB3@bpd.treas.gov offerors can call 304-480-7138 to confirm receipt of proposal. All questions must be submitted in electronic format, such as a Microsoft Word Attachment no later than Tuesday, July 17, 2012 at 10:00 a.m. ET. Questions shall be emailed to PSB3@bpd.treas.gov attention: FMS-HQ-12-R-0008 Susan Daugherty. Please submit your proposal by 2:00 p.m. ET on Monday, July 23, 2012, in response to this solicitation. Please note that only an electronic copy of the proposal is required to be a responsive bidder. You are prohibited from communicating directly with FMS personnel regarding this procurement action. The e-mail address for submission of the proposal is PSB3@bpd.treas.gov, attention: FMS-HQ-12-R-0008 Susan Daugherty. The Offeror assumes full responsibility for ensuring that the electronically submitted proposal is in accordance with BPD Security Requirements. Microsoft Office compatible documents are acceptable. If the Offeror determines that other formats are necessary, it is the Offeror's responsibility to verify with BPD that those formats are acceptable. Proposal materials with unacceptable or unreadable formats may be found non-responsive. Files may by "zipped," however, the file must be renamed, as.zip extensions will be quarantined by BPD Security and we cannot guarantee that they will be delivered by the date. Offerors must be registered and have an active status in the Central Contractor Registration (CCR) online data base at https://www.bpn.gov/ccr/default.aspx prior to the award effective date. WRITTEN TECHNICAL PROPOSAL The offeror shall address the following technical evaluation factors. Factor 1: Capability The Offeror shall provide evidence of the capability of their (1) organization, its partners & subcontractors, and (2) Instructor(s) to provide the required services listed in Section 3.0. You may do this through a demonstration of the organization's extensive experience in teaching each requested course by stating the number of times/sessions that the organization has taught each course or an equivalent course in the past 3 years and identifying key personnel that will oversee the training. The Offeror shall also identify the instructor(s) who will be teaching each course and provide the number of times/sessions that the instructor(s) has taught each course or equivalent course in the past 3 years, including their qualifications (i.e. resume), number of years of work-related experience in the specified course content, and any feedback/comments that the instructor(s) has received from previous customer evaluations. The government may provide a more favorable review to Offerors who provide all course materials relative to the course in their proposal and reserves the right to request course materials from Offerors during the technical review process. The government shall return course materials to unsuccessful Offerors upon their request. Factor 2: Past Performance Offerors shall provide 3 past performance references (Government or Commercial) where they have provided a similar service using one or more of the following methods: 1. Provide the course(s) taught at FMS within the last 3 years, date, and award number, and/or 2. Provide the course title(s) and description(s) of 1 to 3 awards (Government or Commercial) for similar services completed during the past 3 years and provide references for each (point of contact, phone number, and email) with your proposal. Offerors are responsible for ensuring that their references are complete, and are returned on or before the due date and time specified for the receipt of the proposal WRITTEN PRICE PROPOSAL The Offeror shall provide a firm fixed-price proposal, for the minimum number of students stated in the PWS, including pricing per additional participant utilizing ADDENDA TO 52.212-2 EVALUATION -- COMMERCIAL ITEMS (JAN 1999) (a.) The Government will award a purchase order resulting from this solicitation to the responsible offeror whose offer conforming to the solicitation will be most advantageous to the Government, price and other factors considered (Best Value). The non-price evaluation factors, when combined, are approximately equal to the price. As the non-price scores become more equal, then the price will be the determining factor. The following factors shall be used to evaluate offers: Capabilities The following factors (equal in importance) shall be used as the standard against which all proposals are to be evaluated: Experience (Organization and Instructors) more favorable rating may be given to Offerors who clearly demonstrates the organization and instructor(s) capability in conducting these courses through demonstration or positive references from prior classes. If an Offeror list multiple instructors for a course, the government's evaluation will be based on the instructor with the least amount of experience. Course Outline (or materials) will be evaluated to make sure all materials and outlines being used for each course meet the core objectives listed in Section 3.0 of the PWS for each course. A more favorable rating may be given to Offerors who can clearly demonstrate that each core objective will be met for each course. The government may also provide a more favorable review to Offerors who provide course materials and reserves the right to request course materials from offerors during the technical review process. Past Performance Past performance shall be evaluated on the basis of quality of services provided, financial aspect, administrative aspect, and relevance to the work in the PWS. Evaluation shall be rated on a scale of (Excellent, Acceptable, and Unacceptable). In the case of an Offeror without a record of relevant past performance or for whom information on past performance is not available, the Offeror will not be evaluated favorably or unfavorably on past performance. Price The Offeror's price will be evaluated using the total price offered that includes the maximum number of possible additional participants. Total fixed price shall be inclusive of instructor fees, course materials, and travel costs (b) A written notice of award or acceptance of an offer, mailed or otherwise furnished to the successful offeror within the time for acceptance specified in the offer, shall result in a binding contract without further action by either party. Before the offer's specified expiration time, the Government may accept an offer (or part of an offer), whether or not there are negotiations after its receipt, unless a written notice of withdrawal is received before award. PERFORMANCE WORK STATEMENT FINANCIAL MANAGEMENT SERVICES DEBT MANAGEMENT SERVICES 1. OVERVIEW/BACKGROUND As part of the U.S. Department of the Treasury's Financial Management Service, our mission as Debt Management Services (DMS) is to improve the quality of the federal government's financial management by increasing the collection of delinquent debt owed to the government, by providing debt management services to all federal agencies, and by protecting the financial interests of the American taxpayer. DMS also develops and implements government wide debt management policies. The Financial Management Service (FMS) serves as the government's central debt collection agency, managing the government's non-tax delinquent debt portfolio. As a part of FMS, DMS' goal is to provide a broad range of services, to be more responsive to the needs of client agencies, and to bring about more equity and uniformity in how the U.S. Government treats its delinquent debtors. We provide these services through a network linking our own debt collection expertise and capabilities with those of the Federal Program Agencies' Debt Collection Center, private collection services, and the U.S. Department of Justice. The Debt Collection Improvement Act of 1996 (DCIA) provides that any non-tax debt or claim owed to the U.S. Government that is 180 days delinquent, with certain exceptions, will be referred to the Department of the Treasury for collection, which validates the existence of two primary methods of collecting debt: The Treasury Offset Program (TOP) and The Cross-Servicing Program. Our call center collection agents provide both servicing that focuses on customer service to federal program agencies, and delinquent debtors. Cross-Servicing functions involve contacting debtors (phone and correspondence); negotiating repayment agreements; sending debts to Private Collection Agencies; reporting to credit bureaus; issuing Administrative Wage Garnishment (AWG) orders; and referring debts to the Department of Justice for litigation. 2. OBJECTIVE Our objective is to incorporate the industry's current best practices and techniques. The facilitation should assist our 79 call center collection agents with techniques that build positive connections with debtors, provide an access to their financial information, and obtain effective payment promises that are within the guidelines of US consumer law such as the Fair Debt Collection Practices Act (FDCPA), federal and state credit laws. Our supervisors and leads, total of 12 are expected to gain the essential communication, leadership and coaching skills, and best tactics and practices for agent training and development, motivation and retention, team collaboration, performance measurement and management, and self-assessment. The overall experience will provide facilitators the opportunity to deliver a curriculum that will provide agents empowerment and an extensive understanding of the direct financial impact experienced by debtors; a positive connection with people skills and negotiations; enhanced interpersonal skills, leadership, and problem-solving skills that are beneficial to all areas of life. 3. DESCRIPTION OF TRAINING COURSE Call Center Collections Certification This 3 day program should strive to improve debt resolution rates, agent productivity metrics, morale and turnover, and skills-based approaches that are supported by research and call center sciences; and Supervision and Leadership Skills for Collection Call Center Supervisors This 2 day certification program should be designed to provide the "how to" best practice for executing day-to-day, tactical job requirements with finesse. Supervisors and those in leadership roles will gain the core skills, knowledge, and in-class practice opportunities. Contractor Requirements Necessary for the Contact Center Professional Training and Certification Program: *Course Manuals *On-line certification exam (to be administered upon course completion) *Certificates of completion *Certification awards Contract Requirements Necessary for the Supervision and Leadership Skills for Contact Center Supervisors Training and Certification Program: *Comprehensive course manual *DISC communication styles assessment tools *DISC implementation guide *Cost per contact calculation worksheet *Templates (SWOT analysis; Service Level Agreements (SLA); Operating Level Agreements (OLA); Agent Scorecard; Skill Needs Analysis; Phone Screening Interview; Behavioral Based Interviewing Questions; Skills Gap Analysis) * Coaching Discussion Planner Tool Contractor Facilitator Qualifications Necessary: Contractor must be registered in the Central Contractor Registry; possess a DUNS number; and be accredited by the Better Business Bureau. Contractor must have at least 15 years of service in providing contact center professional education. Course facilitators must be certified at a "Master Trainer" level. Master Trainer level is defined as instructors who hold over 10 years of teaching experience and excellent attendee reviews. Trainers must be cross-disciplined in collections call center operations, hold real-world in the field experience, and most importantly be familiar with Federal government bodies and speak government fluently. In addition to being practitioners or consultants that teach, master trainers should also understand how people learn; what exercises will be most effective; and they be able to adapt the training course to the participants' needs and level of understanding at any given moment. This requires adopting and integrating an organization's vocabulary, changing examples and explanations to match real-world participant experiences and familiar scenarios. We are looking for instructors that have a wealth of training material at their disposal and can add additional training content to a class if it's helpful to the participants' learning. Contractors must meet the standard security check requirements. Delivery/Milestones Schedule Course should cover the dynamics involved in the (1) Basic Communications Skills for Collection; (2) The Collection Process; (3) Managing Collections Customer Situations; and (4) Advanced Collection Topics. Contact Center Professional Training and Certification The Basic Communications Skills for Collection should cover: *the basics of the collections process; *how to approach a collections call; *how to manage the opening 30 seconds of a transaction successfully; *how to minimize the negative emotional impact of a call; and *the use of techniques for showing respect and empathy The Collection Process should cover: *the mechanics of the collection process; *how to form the appropriate questions necessary to determine the debtors financial concerns; *how to obtain valid payment promises; *knowledge and understanding of the Fair Debt Collection Practices Act (FDCPA) and other laws *understanding and knowing the impact of call center metrics Managing Collection Customer Situations should cover: *understanding common and difficult types of calls; *how to prevent caller emotions from escalating; *how to use a three-step process for diffusing angry/irate callers; *understanding and managing common types of "time-wasting" customer behaviors; *role playing that provides a realistic understanding of course concepts Advanced Collections Topics should cover: *how to tailor responses to specific customer personalities to improve productivity and response levels; *how customers resist collection efforts; *how to address and manage complex collection situations - such as debt compromises; *how to review/analyze financial statements; *how to review and understand credit bureau reports and how to conduct asset searches; Supervision and Leadership Skills for Contact Center Supervisors Self-Assessment and Essential Leadership Skills, which covers: *the Supervisor's Role and Responsibilities; *how to manage conflict; *how to develop Time Management practices; *knowledge of Employment laws; *how to build positive working relationships with Managers Metrics and Key Performance Indicators, which covers: *the tactical value of Metrics, KPI's, and SLAs; *a detailed understanding of Service Level Agreements; *the top Supervisory Contact Center Metrics (average talk time, after contact work, hold time, etc...); *understanding and monitoring workforce management; *an in depth looks at the six key performance indicators; *how to manage attrition; and *working with Performance Management Tools Communications and Coaching for Continuous Performance Improvement, which covers: *the fundamentals of coaching, pre-coaching tasks, coaching communication styles, and coaching tools Agent Training, Motivation and Retention Best Tactics and Processes which covers: *accessing the Contact Center's Training Practices; *how to create and maintain an effective Front Line Professional Training Program; *how to mentor agents; *how to build a Front Line Representative Retention and Motivation Program; and *how to develop and communicate Contact Center Standard Operating Procedures Schedule of Performance Upon course completion all agents completing course attendance should receive a certificate of completion and log on/password for course certification exam. Course certification should be on-line, consisting of a maximum of 60 questions to be completed in a 90 minute time frame. Participants completing courses certification exam within 4 weeks should with a score of 80% or more shall be validated as certified and provided course certification. Those agents, who fail to meet the required 80% score, shall be allowed one re-test at no additional charge. 4. DATES OF TRAINING COURSE The Government has identified dates for the training course below: TBD # OF PARTICIPANTS (MIN/MAX): AUSTIN: 28 COLLECTION AGENTS; 6 SUPERVISORS BIRMINGHAM: 51 COLLECTION AGENTS; 6 SUPERVISORS 5. TRAINING SITE DMOSC-West is located at 1619 E. Woodward Street, Austin, TX. 78741 DMOSC-East is located at 190 Vulcan Road, Homewood, AL. 35209 6. CONTRACTOR QUALIFICATIONS/FURNISHED ITEMS Fully qualified Instructors shall provide the training. Contractor employees working on this contract shall be citizens of the United States or have lawful permanent resident status and possess the ability to fluently read, speak, write and comprehend the English language. Each instructor shall have a minimum of two (2) years of instructional in the specified course content and shall be skilled in techniques of classroom presentations for the adult learner. Contractors (instructors) hired for work within the United States or its territories and possessions that require access to Treasury-owned or controlled facilities, information systems, security items or products and/or sensitive but unclassified information shall either be U. S. citizens or have lawful permanent resident status. Security screening requirements, however, apply to both U. S. citizens and lawful permanent residents hired as Contractors. 7. COURSE WORKBOOKS Instructional materials for the course shall be received by the COTR at least two (2) weeks prior to the starting date of each course. Our office should be granted permission to reproduce any and all training materials. The Contractor shall mail these materials to the following address: 1615 E. Woodward, Austin, TX. 78741. Government Furnished Property/Material/Services: *Suitable meeting space *Easel with self-stick flip chart paper *Markers *LCD projection unit/projection screen 8. ACQUISITION TYPE This requirement is a single firm fixed price award. The award is all inclusive of instructor fees, materials, and travel cost. 9. SUBSTITUTION OF KEY PERSONNEL Assigned instructors may only be replaced by the Contractor with approval from FMS. In the event that an instructor is no longer available, FMS shall require that a replacement instructor be provided. The Contractor shall notify the CO and COTR, in writing, stating the circumstances necessitating the proposed substitution and provides FMS with resume(s) of the proposed replacement instructor(s) for review and approval at least two (2) weeks prior to replacement. The Contractor shall demonstrate that the qualifications of a prospective substitute meet the contract requirements. FMS reserves the right to disapprove the proposed substitutes and negotiate with the Contractor for another replacement. 10. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP) During contract performance, the COTR may evaluate the skills of any/all instructors in the following manner: Monitor each course to review and confirm the skills of any/all instructor(s) and to assess overall performance and effectiveness. The instructor's effectiveness will be evaluated using the following criteria: • Knowledge of subject objectives and content • Ability to convey subject matter logically to participants • Ability to meet the objectives of the course • Classroom management • Communication skills • Ability to actively involve participants in learning experiences to reinforce lecture and course material Assess the evaluations completed by the participants, paying particular attention to the ratings given the course and the instructor. If the Government evaluations identify significant quality or qualification problems, the Contractor will be notified within seven (7) days. At the Government's discretion, either (1) the Contractor shall be expected to provide, at no additional cost to the Government, the subject course with a fully qualified instructor -or- (2) the Contractor shall be asked to reduce price of contract -or- (3) the award may be Terminated for Cause. Interested offerors may register at http://www.fedbizopps.gov to receive notification when the solicitation and any amendments are issued and available for downloading. Please note that the General Services Administration provides the notification service as a convenience and does not guarantee that notifications will be received by all persons on the mailing list. Therefore, we recommend that you monitor the FedBizOpps site for all information relevant to desired acquisitions. Responses to this request can be emailed to psb3@bpd.treas.gov - Attention: FMS-HQ-12-R-0008 SUSAN DAUGHERTY.
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