SOURCES SOUGHT
R -- Call Center Services
- Notice Date
- 12/12/2001
- Notice Type
- Sources Sought
- Contracting Office
- Department of Health and Human Services, National Institutes of Health, Clinical Center/Office of Purchasing & Contracts, 10 Center Drive, RM 1N262, MSC 1189, Bethesda, MD, 20892-1189
- ZIP Code
- 20892-1189
- Solicitation Number
- CC-02-05
- Response Due
- 1/9/2002
- Archive Date
- 1/24/2002
- Point of Contact
- Deborah Britton, Contracting Officer, Phone (301) 594-5914, Fax (301) 594-5920,
- E-Mail Address
-
dbritton@cc.nih.gov
- Description
- The National Institutes of Health (NIH) is conducting a market survey to determine the availability and potential technical capability of small businesses to provide the requirement as outlined below. The Warren Grant Magnuson Center (CC), National Institutes of Health (NIH) is interested in obtaining call center, phone, and email services for the Patient Recruitment and Public Liaison Office (PRPL). The CC is a 350-bed research hospital at the NIH. The Clinical Center provides patient support services to 15 Institutes which admit patients and healthy volunteers for the purpose of participating in approximately 1000 intramural biomedical research protocols. The Call Center will operate Monday through Friday, with the exception of federal holidays, from 8:00 a.m. to 4:30 p.m. From October 1999 - present, the Patient Recruitment and Public Liaison Office (PRPL) (contract call center and PRPL staff) responded to approximately 2100 phone calls and 1300 emails per month. Calls and emails are from physicians and the public who are seeking clinical trials as an option for the management of their disease or condition. Call Center staff provide protocol information (English or Spanish), match diagnoses to protocols, conduct screening and enter screening responses into the PRPL database, refer the caller to the appropriate Institute or other resource, and complete caller notes in the database. Call Center staff must have the medical knowledge necessary to respond to inquiries, particularly since there are no specific scripts for protocols and referral procedures. The PRPL database is the primary mechanism used to record and report caller information. Typically, data entry shall take place while the caller is on the line or as the email is opened. The contractor shall enter all demographic, referral, and diagnostic information in the database. Small Businesses are invited to respond to this market survey. The responses should include the following information: location of call center, demonstrate the ability of your company to manage a complex, high volume call center, key staff qualifications, and past performance-evidence that the call center has successfully provided same or similar services as described above. This capability statement must also state business size, annual receipts (average gross revenue) for the last three fiscal years, and whether or not the firm has been approved as a small business by the SBA under the applicable SIC/NAICS Code, 7389/561421, respectively. Capable firms should provide two (2) copies of a capability statement to the attention of Christopher Belt at the above address within (15) business days from the date of this notice. It is anticipated that the period of performance will be for one twelve (12) month period, with options to renew for four (4) additional twelve month periods. This is a market survey and does not constitute the synopsis announcement for the actual solicitation.
- Record
- SN20011214/00008027-011219122958 (fbodaily.com)
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