Loren Data's SAM Daily™

FBO DAILY ISSUE OF MARCH 16, 2002 FBO #0104
SOURCES SOUGHT

70 -- Commercial Off-The-Shelf Software Solutions for the Employer 800# Call Center

Notice Date

3/14/2002
 

Notice Type

Sources Sought
 

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

SSA-02-0002
 

Response Due

4/15/2002
 

Archive Date

4/30/2002
 

Point of Contact

London Clark, Contract Specialist, Phone 410-965-9474, Fax 410-966-5982,
 

E-Mail Address

london.clark@ssa.gov
 

Description

The Social Security Administration (SSA) is seeking sources for Commercial off-the-Shelf (COTS) software solutions for the Employer 800# Call Center. Agents in the call center take calls from employers and wage report submitters answering technical and informational questions. The call center currently handles 700,00 calls per year. This number is expected to increase by 25% each year. The staff will be up to 120 technicians answering calls full-time. The center is manned in two (2) shifts that operate from 7:00 a.m. to 7:00 p.m. Monday through Friday. At least 95% of the questions will be answered on initial contact. In addition, there are 10 ? 30 people in offices throughout the country and 20 ?25 support staff/managers accessing the system as needed. The minimum functional requirements that the software must perform are as follows: (1) Access the mainframe data (both sending and receiving) in DB2 and IDMS either directly or through CICS, (2) Be compatible with NS Elite or other mainframe connectivity software, (3) Function in a MS Windows environment, (4) Comply with Section 508 of the Employees With Disabilities (EWD) Act, (5) Application screens must comply with Subpart B, section 1194.21, (6) Web screens must comply with Subpart B, section 1194.22, (7) Include executive reporting capabilities compatible with Crystal Reports, (8) Offer multi-media interfaces with the public, (9) Include a searchable knowledge-base that must: (a) be loaded with information from an existing manual currently formatted in Microsoft Word, (b) respond quickly ? the technician must be able to answer the call within minutes, (c) allow addition of answers to new questions by the technician, (d) allow approval of these answers before being disseminated, (e) be quickly updateable so that new information is to be added by the next day, (10) Offer tracking , for example: tickets opened, response time and knowledge articles accessed, (11) Keep a history of tickets opened by callers and display the caller?s record when unique identifying data is entered, (12) Offer real time supervisory monitoring capabilities, and (13) Support an Oracle Database. SSA will only consider (for market research purposes) contractors who are willing to provide a customized capability demonstration. Vendors should provide the names and contact information of customers to whom they have sold the products proposed. Those responding should indicate whether their products are available from a GSA federal supply schedule. Pricing data may be submitted. Interested parties must submit complete information addressing all functional requirements. Incomplete responses may not be considered. No contract award will be made on the basis of responses received; however, this information will be used to assess whether there are capable sources. All responsible sources should visit the following SSA web-site: http://www.ssa.gov/oag/acq/oag_acquisition.htm and complete the Section 508 evaluation template and submit it with their response to this announcement. Responses to this notice should be submitted by April 15, 2002. Respondents will not be notified of the results of any review of information submitted. Requests for solicitation and requests for status concerning whether a solicitation will be issued will not be honored or acknowledged. Facsimile responses are not permitted. Questions concerning this announcement may be submitted via e-mail ONLY.
 

Place of Performance

Address: Social Security Administration Headquarters, 6401 Security Boulevard, Woodlawn, Maryland

Zip Code: 21235

Country: United States of America
 

Record

SN00042926-W 20020316/020314213539 (fbodaily.com)
 

Source

FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)

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