58 -- AUTOMATED TELEPHONE ANSWERING SYSTEM EVALUATION

Notice Date

March 23, 2001

Contracting Office

Social Security Administration, Deputy Commissioner for Finance, Assessment and Management, Office of Acquisition and Grants, 1710 Gwynn Oak Avenue, Baltimore, MD, 21207-5279

ZIP Code

21207-5279

Solicitation Number

Reference-Number-ANSWER23

Point of Contact

Jerry Burton, Contract Specialist, Phone 4109659487, Fax 4109659560, Email jerry.burton@ssa.gov -- Ed Casswell, Contract Specialist, Phone 4109659490, Fax 4109659560, Email ed.casswell@ssa.gov

E-Mail Address

Jerry Burton (jerry.burton@ssa.gov)

Description

The Social Security Administration (SSA) plans to conduct a proof-of-concept evaluation of an automated answering system that allows callers to SSA_s general inquiry number (410-965-1234) to use their own open-ended, natural spoken English language questions or statements to tell the system why they are calling. (Structured menus and/or directed speech are not acceptable.) The system must be able to interpret unconstrained, fluent speech to accurately handle regional/foreign accents, idioms, slang terminology, and grammatical/non-grammatical constructions. The system must compensate for background noise. The system must give callers a human quality, automated greeting asking the caller why he or she called. Based on the caller_s spoken input, the system will automatically route the caller to the appropriate destination. The system will interact with the caller by asking clarifying questions. Any responding vendor must be able to immediately demonstrate a similar application currently in production. As of this posting, the only known source with requisite capabilities to participate in the evaluation is AT&T of Washington, DC. The project will take place in 4 phases, each of which will be priced separately. SSA reserves the right to terminate the project at any point. In Phase 1, the vendor must analyze SSA's Northern Telecomm automated attendant and the current call flow and menu system. The vendor must deliver written project requirements, configuration, maintenance, and operational/interface specifications showing how the system will work in SSA's environment. The specification document must also include the necessary routing of calls to the existing menu system, management information collection, the number of calls needed to adequately train the system, the training required for SSA employees, and how SSA will return to its current menu-driven application at the end of the evaluation. In Phase 2, the vendor must install and configure the system equipment (SSA will make a basic PC available). The system_s software cannot be installed in our existing Nortel Voice Response Unit. The vendor must also record mutually agreed-to scripts, train SSA call-routing operators on use of the equipment, collect and analyze customer input and call routing information to develop the system's business logic so that the system can answer and route calls in accordance with the Phase 1 specifications. In Phase 3, the vendor must analyze the results of Phase 2 and issue a report showing the expected automation rates, projected performance metrics, management information capabilities, and quantitative and qualitative analyses of caller goals, preferences, vocabulary, and their response to the automated system. This report must detail the General Inquiry proof-of-concept deployment configuration. In Phase 4, the vendor must load the business logic so that the system will operate in a stand-alone proof-of-concept mode, i.e., no menu and no human intervention, for up to 90 calendar days. The system_s software cannot be installed in our existing Nortel Voice Response Unit. The system must also first pass a live-call test with the same accuracy as expected from Phase 3, prior to running in standalone mode. The vendor will monitor the system and provide management information such as call-handling history, routing destinations, call length, and performance reports relative to specified metrics as identified in Phase 3. Any vendor with requisite expertise and resources to provide an answering system for the above described evaluation is invited to submit information concerning their capabilities, experience (including current customer contact names and phone numbers) and other pertinent data (e.g., GSA/GWAC contract information) within 30 calendar days from this publication date. Moreover, a responding vendor should be prepared to demonstrate, to SSA, the capabilities of a suggested system by May 01, 2001. The Government does not intend to pay for any information provided. While receipt of responses may not be acknowledged, information submitted will be used to broaden SSA's awareness of available products/solutions. When responding (hard copy or electronically) to this announcement, respondents should refer to How May I Help System.

Web Link

Visit this URL for the latest information about this (http://www.eps.gov/cgi-bin/WebObjects/EPS.woa/wa/SPF?A=R&P=Reference-Number-ANSWER23&L=2422)

Record

Loren Data Corp. 20010327/58SOL006.HTM (D-082 SN50H1X4)