SPECIAL NOTICE
D -- CUSTOMER SERVICE, DATA ENTRY, & MASS MAILINGS - CUSTOMER SERVICE, DATA ENTRY, & MASS MAILINGS
- Notice Date
- 7/1/2013
- Notice Type
- Special Notice
- NAICS
- #541519
— Other Computer Related Services
- Contracting Office
- Federal Motor Carrier Safety Administration (FMCSA) - Headquarters FMCSA
- ZIP Code
- 00000
- Solicitation Number
- RFI_CUSTOMER_SERVICE_DATA_ENTRY_MASS_MAILINGS
- Archive Date
- 8/3/2013
- Point of Contact
- Alethea Moody, Phone: 2023663007, Vinton M. Grant, Phone: 202-385-2348
- E-Mail Address
-
alethea.moody@dot.gov, vinton.grant@dot.gov
(alethea.moody@dot.gov, vinton.grant@dot.gov)
- Small Business Set-Aside
- N/A
- Description
- RFI Metric Sheet Customer Service Contract SOW RFI Request for Information (RFI): Market Research / Expression of Interest Issued by: Federal Motor Carrier Safety Administration (FMCSA), U.S. Department of Transportation Website: http://www.fmcsa.dot.gov Disclaimer This is a Request for Information (RFI) and planning ONLY, and does not constitute a solicitation. In accordance with FAR 15.201(e) responses to this RFI are not offers and cannot form a binding Contractor commitment by the Federal Motor Carrier Safety Administration (FMCSA), the U.S. Department of Transportation (DOT), or the United States Government to take procurement action in this matter. The purpose of this RFI is to obtain market information on capable sources of supply, industry practices, and input specific to the information, scope, and questions provided herein. The Government is not responsible for any cost incurred by industry in furnishing this information. A response to this RFI is necessary in order to assist FMCSA in determining the potential levels of interest, adequate competition, and technical capability within Large and Small Business Community to provide the required services. In addition, this information will also be used to assist FMCSA in establishing a basis for developing any subsequent potential small business participation plan and/or small business goal percentages. However, notwithstanding contract vehicle selection or a Contractor's standing, firms not responding to the RFI are not precluded from participating in any future solicitation. Summary The Federal Motor Carrier Safety Administration (FMCSA) was established within DOT on January 1, 2000, pursuant to the Motor Carrier Safety Improvement Act of 1999 (49 U.S.C. 113). Formerly a part of the Federal Highway Administration, the Federal Motor Carrier Safety Administration's primary mission is to prevent commercial motor vehicle-related fatalities and injuries. An important part of this responsibility is managing registration and licensing procedures for commercial carriers. In July 2012, the Office of Registration and Safety Information (MC-RS) was established to house the Agency's motor carrier registration, licensing, insurance, vetting functions, and various customer service/contact center efforts. MC-RS reviews and processes carrier applications for operating authority, updates and/or corrects application records, processes carrier reinstatements, and processes/mails decision letters. MC-RS also provides customer contact services relating to these tasks, including the operation of a toll-free number at the call center. The Division receives, processes, stores, analyzes, researches, and disseminates safety, licensing and registration data for: interstate motor carriers, intrastate motor carriers, shippers of hazardous materials, and other motor carrier related entities in the U.S, Canada, Mexico, and occasionally other non-U.S based carriers. FMCSA also operates and maintains numerous databases as part of its motor carrier registration processes that will need to be accessed in order to perform the duties within the scope of the contemplated requirements as these databases are considered the authoritative source of data for FMCSA. Respondents to this RFI should provide capability statements as qualified prospective vendors capable of providing the services that support the objectives identified in the RFI. Scope The scope of services is to provide a comprehensive customer service center using effective performance metrics while continuously identifying efficiency improvements. Such center should also be capable of providing the following: Customer Service Support • Respond to telephone, email, and written correspondence from motor carriers and associated industry groups, government agencies and the public (U.S., Canada, Mexico and other countries) on issues related to FMCSA • Handle customers' requests promptly and appropriately including assisting with FMCSA applications • Provide assistance to customers navigating FMCSA websites • Process customers' requests for personal identification numbers (PINs) to access FMCSA systems • Short- and long-term special projects including data entry and surveys Database and Technical Services • Process FMCSA applications • Provide database searching, document sorting and control and data entry • Disseminate various reports and establish fees to cover the cost • Subscribe to an e-commerce system on FMCSA's behalf to verify credit cards • Provide motor carrier record match resolution • Research and respond to Requests for Data Reviews of FMCSA data • Provide test support and test scenarios for FMCSA systems as needed before final releases of system updates • Perform document scanning, storage and uploads to agency system(s) Mailings • Print, prepare, package, and mail all FMCSA letters generated from FMCSA systems • Assist FMCSA with distributing internal mail (via 1+ onsite staff at FMCSA HQ) • Generate and send special mailings on behalf of the agency IT Security & Compliance • Support the FMCSA Portal including handling account requests, passwords, and user profiles • Implement and comply with all relevant security measures for all systems according to Federal IT guidelines and regulations Customer Relationship Management • Maintain content for and use a customer relationship management system to track interactions and store Frequently-Asked Questions (FAQ) • Offer a combination of social media, email, chat, and/or self-service options to best serve customers in the most efficient and cost effective manner Special Tasks • Perform customer service functions for additional program areas • Provide for contingency planning and disaster recovery • Participate in the DOT and/or FMCSA Continuity of Operations (COOP) planning and exercises • Provide support to FMCSA emergency relief efforts Service Provider Responsibilities It is the intent of the government to seek a Service Provider (large or small business) with established qualifications and a history of successful support of customer service management. The government desires a provider that can be responsible for supporting all aspects of the customer service program and associated systems, as well as providing facilities and personnel to establish and maintain a fully functional operation. As such, it is important for the government to understand what constitutes the best practices and standard industry solutions that can provide comprehensive call center and customer service solutions. Small Business Opportunity The Government seeks to determine what capability Small Businesses or Small Disadvantaged Businesses have to meet FMCSA's requirements for customer service management. Interested parties shall briefly describe their technical capabilities and how experience is best demonstrated (e.g. as a prime or as a sub-Contractor) within areas of Transition Planning and Operations. All interested Contractors are requested to provide written response to the applicable Sections below. Respondent Instructions Section 1 - All responders (large and small business) are permitted an Executive and General Summary of no more than 5 pages explaining history and background of the firm and relevance to the work. This section should also include a general discussion of the value of services offered and understanding of issues in doing business with the Government in the Federal market. It is most helpful to FMCSA if responses show: • How these things are aligned to the objectives outlined in the summary above; • How best practices in Security and knowledge of security threats and trends can be incorporated into a seamless, multi-functional customer service center that handles varying levels of sensitive data and numerous agency systems; • How knowledge and applications are used in the Provider's business model and any constraints that are important to understanding transition; • Unique requirements and problems of Federal Government call centers; and • Types of key performance metrics offered by the provider. Note: Please do not include electronic files containing company information, hardcopy information, brochures or other company items. However, respondents may include a link to its company's web-site. Section 2 - [Small Business and SDB Only] Small Businesses and Small Disadvantaged Businesses are asked to provide a statement of capabilities and experience (no more than 2 pages). This information will only be used in helping FMCSA determine the extent to which requirements may or may not be reflected in a solicitation. Interested parties shall describe their technical capabilities and how experience is best demonstrated (e.g., as a prime or as a sub-Contractor) within the aforementioned areas outlined within the scope. Additionally, please describe challenges experienced with similar contracts and how FMCSA may work with Small Business to mitigate risk and reduce such burdens. FMCSA desires to know if the scope of work described in the Summary can be effectively accomplished by a Small Business or a Small Disadvantaged Business. Respondents to this section shall also include the following information: • Business size • DUNS number • CAGE Code • North American Industry Classification System Code (NAICS) Section 3 - All responders (large and small business) are requested to provide succinct but detailed response to the specific questions posed below. Please limit responses to no more than average of 1 page for each question. QUESTIONS 1. FMCSA also seeks to understand what key performance metrics the Provider offers for the various tasks (customer service, data dissemination, mass mailings, and data entry). Please provide your firm's estimate of a best practice baseline performance standard for within the attached Metrics Table and discuss any metric that would necessitate a large fluctuation in price per percentage change in performance (Metrics sheet does not count towards page count to provide a response to this question). 2. What additional information would Industry require from FMCSA to most accurately estimate costs and work load? What is the best estimate of annual costs for this effort using a range of +/- $1M of the estimated price? What is the most advantageous pricing structure and is there any additional information that would greatly enhance the ability to estimate the price? 3. How can the Government prepare and anticipate comprehensive transition requirements (e.g., pre-activities that reduce risk; documentation, etc.)? How has due diligence been conducted in previous and similar situations with the Federal Government? 4. What experience and best practices can be used to monitor agent performance, incentivize creativity for process improvements, keep staff up-to-date with training, and minimize turnover? What would be the most meaningful metrics to measure performance and return on investment (ROI)? What are some of the experience and education standards for ensuring the best staffing for this effort? 5. As there are now many choices to manage call center operations, what technology components and enhancements should be mandatory to ensure optimal efficiency and value (e.g. Customer Relationship Management (CRM), Voice over Internet Protocol (VoIP), Session Initiated Protocol (SIP), Service Oriented Architectures (SOA), scheduling software, chat applications, and/or specific web services)? Are there any particular systems that far exceed others in terms of capability, quality, value, and data security? 6. With the need to handle sensitive data and desire to access FMCSA systems in the most seamless manner possible, the Government is contemplating the benefits and limitations of on-premise versus on-demand CRM systems. Which would be the most appropriate choice given industry best practices? Are there any particular systems that far exceed others in terms of maximizing capability, quality, value, and data security needs? How can chat, email, social media, and other self-service options be used to increase efficiencies as service continues throughout the period of performance? 7. What incentive opportunities exist to utilize energy conservation and/or environmental considerations as a means of cost savings? Are there any ambiguities or other issues with the draft that hinder the ability to comprehend the requirement or promote competition? Please reply by e-mail (with attached response) to both of the following: Mr. Vinton Grant, Contracting Officer Office of Acquisitions Management, FMCSA Email: vinton.grant@dot.gov Ms. Alethea Moody, Contract Specialist Office of Acquisitions Management, FMCSA Email: alethea.moody@dot.gov Please include the following information specific to your company within your response:  Company Name  Address  Annual Revenues  Federal Government Contracting Vehicles and Related Schedules accessible to the Department of Transportation (if applicable)  Contract information for similar requirements providing past performance germane to this requirement  Primary Contact o Name o Phone  Additional Contact o Name o Phone All questions should be submitted no later than 12:00 noon (EST) on July 9, 2013 and all responses shall be submitted no later than 12:00 noon (EST) on July 19, 2013. All responses should be limited to thirteen pages (13) pages, inclusive of the metrics sheet + two (2) additional pages for Small Businesses only. Pages should be created in Microsoft Word with one-inch margins, single-spaced, in Times New Roman font, size 12. The final version should then be converted to one PDF file labeled "FMCSA CS RFI_{insert business size (SMALL or LARGE)}_{insert company name in all caps}" (e.g. FMCSA CS RFI_LARGE_ACME SOLUTIONS). Also be sure to include the firm's name within the top-right margin of each page of the final PDF package.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DOT/DTMC75/75/RFI_CUSTOMER_SERVICE_DATA_ENTRY_MASS_MAILINGS/listing.html)
- Place of Performance
- Address: 1200 New Jersey Avenue, Washington, District of Columbia, 20590, United States
- Zip Code: 20590
- Zip Code: 20590
- Record
- SN03104395-W 20130703/130701234715-9cbadfc436dd1edc62f245383c9b25bd (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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