SPECIAL NOTICE
L -- WARRIOR FAMILYGOLD LINE COORDINATER
- Notice Date
- 6/27/2013
- Notice Type
- Special Notice
- NAICS
- 561210
— Facilities Support Services
- Contracting Office
- Department of the Navy, Bureau of Medicine and Surgery, NNMC Bethesda, Bldg 54, 8901 Wisconsin Avenue, Bethesda, Maryland, 20889-5600
- ZIP Code
- 20889-5600
- Solicitation Number
- N0016814RCWW001
- Point of Contact
- wossen.encubahre, Phone: 3012951304
- E-Mail Address
-
wossen.encubahre.civ@health.mil
(wossen.encubahre.civ@health.mil)
- Small Business Set-Aside
- Total Small Business
- Description
- Performance Work Statement for the Warrior Family Coordination Cell NCR Gold Line Call Center at Walter Reed National Military Medical Center Period of Contract: 30 September 2013 to 30 September 2014 1.0 Introduction The Walter Reed National Military Medical Center (WRNMMC) intends to establish a Call Center to proactively, receive, assess, track and monitor all inbound requests via telephone or email for donations, visits and event management to the Warrior Family Coordination Cell (WFCC). The Call Center will serve three significant purposes: (1) Provide a one stop shop for all individuals or organizations that wish to give donations to support Wounded, Ill, and Injured (WII) Service Members and their families a centralized number to call in conjunction with a centralized email address to submit applications and ask frequently asked questions. It will free up the current staff to be able to better use their time to focus on the issues needing their attention inside WRNMMC. (2) Provide a one stop shop for all individuals or organizations that wish to request visits, host events, or give donations to support WII Service Members and their families a centralized number to call in conjunction with a centralized email address to submit applications and ask frequently asked questions. It will free up the current staff to be able to better use their time to focus on the issues needing their attention inside WRNMMC. (3) The call center will provide monitoring and auditing of all requests and submit those requests to WFCC for approval. Once a decision is rendered, call center will follow-up with the requestor, notify them of decisions and inform them of the next steps. 2.0 Performance Requirements The purpose of this Performance Work Statement (PWS) is to establish tasks which a contractor must perform in clear, understandable terms; to describe the work to be done; and to provide the opportunity for contractors to recommend innovative alternatives. The Contractor shall perform the following in support of this Contract. The Contractor shall meet the performance thresholds identified in Section 5.0 of this Performance-Based Work Statement. Task 1: Functional Project Management Support 2.1.1 Project Manager - Will provide subject matter expertise and must have 8+ years of management experience managing project managers or similar teams. Must understand the WII population and have the ability to work in a joint environment. 2.1.2 Will provide oversight and management of the members assigned to the Call Center 2.1.3 Monitors WFCC requirements, oversees and provide coordination and completion of reports. Adheres to deadlines and monitors and summarizes progress of call center. Prepares comprehensive reports for management and facilitates a comprehensive tracking and reporting program of all calls and emails received by the call center to include data collected in the request forms. Task 2: Management Analyst/Call Center Support 2.2.1 Will provide management call center support. A professional demeanor and friendly attitude is required. Provide administrative, general clerical and documentation support as follows: work with project managers to facilitate a comprehensive tracking and reporting program of all calls and emails received by the call center or NCRGoldLine email group to include data collected in the request forms. 2.2.2 Receive calls and emails in call center and receive requests and track all incoming requests. 2.2.3 Create and compile metrics that measure call center's effectiveness. 2.2.4 Validate metrics from the calls and emailed requests. 2.2.5 Assist project managers with reports as needed. 2.2.6 Validate all data weekly and submit to project manager. 2.2.7 Assist project manager in determining how to incorporate call center information into quarterly briefings to Senior Leadership. 2.2.8 Provide feedback to project manager on call center's performance. 2.2.9 Track creation of project startup documents. 2.2.10 Schedule meetings with project managers as required. 3.0 Cost Reimbursable Travel. There is no cost reimbursable travel for this call order. 4.0 Deliverables. The Contractor shall provide those deliverables identified in the BPA. PARA DELIVERABLES COPIES DUE DATE (S) 4.1 Monthly Cost and Schedule Status Report The contractor shall provide a report that identifies the contractor's spend plan, monthly burn rate, and cumulative expenses to date for the subject call order. If the cumulative burn rate is more than 10% higher than the projected, the contractor shall provide a complete analysis of the reasons for the variance & the corrective actions that will be taken. Monthly 4.2 Monthly Progress Report Per Call Order The contractor shall summarize its efforts on the call order from the previous month and address any issues. Monthly with the initial report 30 days after receipt of an authorized contract. 4.3 Contractor Quality Assurance Plan The contractor shall provide a Quality Assurance Plan that delineates the methodology of the managing and integrating the subcontracting team. No later than 10 days after signing the BPA. PARA DELIVERABLES COPIES DUE DATE (S) 4.4 Data Deliverables The contractor shall submit data deliverables to the COTR or other government personnel. Random reports as required to be delivered 30 days after notification to the contractor. 4.5 Project Plan and Schedules Properly prepares or manages project plan and schedules and appropriately develops plans with milestones for administration of each assigned project. First report is due 2 business days from contract award date. Subsequent reports, 5 business days thereafter or at government's discretion 4.6 Quarterly Program Review Develop a quarterly program review (QPR) to measure the progress of project Ready for first QPR 3 months from contract award date. 4.7 Lessons Learned Repository Create and maintain a database of lessons learned First report is due 6 months from contract award date. 4.8 Templates Create Templates, Correspondence for emails for all requests as dictated by the government First report is due 7 days from contract award date. Ongoing effort. 4.9 Stand up of Call Center Call Center is operational and receiving calls (calls and emails are being answered, requests are being taken, tracked and data collected) Due 2 weeks from contract award date. 4.10 Identify data collected and reports needed Will identify data to be collected and forms required and develop reports and frequency of reports Due 3 days from contract award date. 5.0 Hours of Operation. Work is to be performed 7 days week 24 hours a day unless otherwise authorized by the Government Contract Lead or Project Manager to scale hours back secondary to demand. 6.0 Place of Performance. The call center will be located offsite at the contractor's facility. The contractor work site will be within a 50 mile radius of 8901 Wisconsin Ave, Bethesda MD 20889. 7.0 Contracting Officer Technical Representative (COTR): The CO has appointed the following individual as the COTR for this contract: Primary: Name: Ms. Akiba Hill Office Number: 301-295-4230 Email: Akiba.A.Hill.civ@health.mil Location: BLDG 54 8.0 Quality Control Plan (QCP): The contractor shall establish and maintain a QCP for this call order. The contractor shall provide the QCP for review no later than 10 days after award of contract. 9.0 Security Requirements: N/A
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DON/BUMED/N00168/N0016814RCWW001/listing.html)
- Place of Performance
- Address: 8901 WISCONSIN AVE, BETHESDA, Maryland, 20889-5600, United States
- Zip Code: 20889-5600
- Zip Code: 20889-5600
- Record
- SN03101275-W 20130629/130627235338-04dd859a9f14e4fb0ca54c27b6b6e888 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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