SOURCES SOUGHT
R -- Call Center Support Services
- Notice Date
- 4/21/2016
- Notice Type
- Sources Sought
- NAICS
- 561990
— All Other Support Services
- Contracting Office
- United States Senate, Office of the Sergeant at Arms, Finance Division, United States Senate, Washington, District of Columbia, 20510-7207, United States
- ZIP Code
- 20510-7207
- Solicitation Number
- 2016-S-031
- Archive Date
- 6/4/2016
- Point of Contact
- Nicole A. Barnes,
- E-Mail Address
-
acquistions@saa.senate.gov
(acquistions@saa.senate.gov)
- Small Business Set-Aside
- N/A
- Description
- DESC: MARKET SURVEY AND BIDDERS LIST DEVELOPMENT - SOURCES SOUGHT REQUEST FOR CALL CENTER SUPPORT SERVICES. The purpose of this sources sought synopsis is to gain information about services and qualified industry sources that can provide Call Center support services following a catastrophic event impacting the National Capitol Region. The United States Senate Sergeant at Arms (SAA), Office of Protective Services and Continuity (and other Legislative Branch Organizations, hereafter referred to as LBO) intends to procure Call Center Support Services in order to provide an informational and mental health response to LBO individuals and family members affected by a catastrophic event as directed. All requirements listed below are mandatory unless otherwise noted. This Sources Sought Notice (Notice) is not a request for proposal and in no way obligates the Senate to award a contract. This sources sought synopsis contains the currently available information. This information is subject to change at any time. REQUIREMENTS : Requirements are stated in terms of minimum capabilities and characteristics required by the Senate. The following minimal requirements shall be met: 1. The Call Center(s) must be located within the Continental United States, but outside the National Capital Region. 2. Provide a year round dedicated toll-free number and configurable IVR (interactive voice response) for the LBO Call Center services. 3. Possess a demonstrated capability to activate Call Center services within one hour upon receipt of notification with a capacity rate up to and perhaps greater than 3,000 calls per hour for the duration of the event. 4. Provide a data management system to input, remotely access, and maintain data received via phone calls with the ability to exchange accountably data with the LBO's and update it accordingly based on calls received. 5. Provide Call Center Specialist trained to select and hand off calls when necessary to Counsellors who are trained health professionals with the education, training and experience to deal with the complex needs of persons who have been traumatized. 6. Provide a monthly readiness confirmation email to the LBO's that confirms the IVR has been tested and 800 number is available/operational. 7. Demonstrate experience in setting up and managing Family Assistance Centers. 8. Participate in training exercises as directed. INSTRUCTIONS: To respond to this Notice, the Vendor must provide the following information: 1) General Information about your firm: Company Name, Address, Point of Contact with Telephone and FAX numbers and E-mail address, GSA Schedule Number (if applicable), DUNS Number, Tax ID Number; 2) Description of Call Center Services which meet the minimum requirements as specified above. 3) Provide resumes of potential candidates with experience and qualification to fulfill the requirements as listed above. 4) At least three (3) past performance references in the last three (3) years that include complete and current information (customer name, project name/contract number, address, point of contact with current phone number and email) for work performed similar in scale to this project. In responding to this Notice, provide a brief description stating your firm's qualifications and candidates resume to support each of the mandatory requirements listed above. Your response to each requirement must include paragraph numbering identifiable to the requirements listed above. The submission must also include past performance experience /information relative to the requirements for a minimum of three contracts of similar scale, less than two years old that involve use of knowledge and capabilities relevant to those necessary to meet the Senate's requirements. Past performance references shall include contract number, customer name, address, telephone number, email address, and brief synopsis of work performed relevant to requirements listed above. The information contained in this Notice will be the only information provided by the Senate during the RFI/Sources Sought process. All qualified sources should respond to this notice by submitting an information package in accordance with the instructions provided. Contractors responding to this notice and deemed qualified by the SAA may be requested to submit a proposal in response to a solicitation. Only contractors deemed qualified will be permitted to submit proposals. If suitable responses are received from qualified sources, the SAA anticipates release of a solicitation during the third quarter of Fiscal Year 2016. Neither the SAA nor the Senate will be responsible for any costs for the preparation of responses to this request. RESPONSES: Responses to this RFI/ Sources Sought Notice are due to the POC no later than May 20, 2016, at Noon and shall be submitted electronically via email only to the attention of Nicole A. Barnes at acquisitions@saa.senate.gov. The subject line of the email message shall be: 2016-S-031 entitled "Call Center Support Services". No other method of transmittal will be accepted. The response shall not exceed twenty-five (25) pages, excluding resumes. Unnecessarily elaborate submissions are discouraged. Pages over the page limitation may be discarded. Access by the SAA to information in any files attached to the response is the responsibility of the submitting party. Neither the SAA nor the Senate is responsible for any failure to access vendor's information. THIS IS NOT A REQUEST FOR PROPOSAL. THIS NOTICE CONSTITUTES THE ENTIRE SOURCES SOUGHT NOTICE AND IS THE ONLY INFORMATION PROVIDED BY THE SAA OR SENATE. ANY REQUESTS FOR ADDITIONAL INFORMATION WILL NOT BE HONORED.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/Senate/SAA/SAAFD/2016-S-031/listing.html)
- Place of Performance
- Address: Continental United States, United States
- Record
- SN04092194-W 20160423/160421235312-cfb799ef8edf425c79f703b0325364ff (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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