MODIFICATION
D -- Enterprise Customer Service Solution Pilot
- Notice Date
- 3/30/2004
- Notice Type
- Modification
- Contracting Office
- Environmental Protection Agency, Information Resources Management Procurement Service Center, 1200 Pennsylvania Avenue, Nw, Washington, DC 20460
- ZIP Code
- 20460
- Solicitation Number
- RFQ-DC-04-00135
- Response Due
- 4/7/2004
- Archive Date
- 5/7/2004
- Point of Contact
- Point of Contact, Jonathan Hamlet, Purchasing Agent, Phone (202) 564-4507
- E-Mail Address
-
Email your questions to U.S. Environmental Protection Agency
(hamlet.jonathan@epa.gov)
- Description
- NAICS Code: 541511 Request for Quotation RFQ-DC-04-00135 Enterprise Customer Service Solution (ECSS) Pilot Project Combined Synopsis/Solicitation for Commercial Items THIS IS A TOTAL SMALL DISADVANTAGED BUSINESS SET-ASIDE UNDER FAR SUBPART 19.5. This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement and the referenced web site constitutes the ONLY solicitation; a quote is being requested and a written solicitation will not be issued. The NAICS code is 541511 with a size standard of $21 Million. This request for quotation (RFQ) number RFQ-DC-04-00135 is for web-based comments processing software and implementation support. The period of performance shall be one year from the award. The award shall be in the form of a firm fixed price purchase order. The primary place of performance shall be Office of Environmental Information, 1200 Pennsylvania Ave NW, MS 2843T, Washington DC 20460. Office of Environmental Information is looking to engage a technology partner to pilot a software application that will help develop standardized processes and other efficiencies, including the development of a central Knowledge Base, the collection of user feedback to improve FAQs, and more self-service applications on the website. The contractor shall provide a commercial off the shelf software system to improve EPA's response to customer inquiries sent through EPA Web sites, E-mail, and Call Centers to support a pilot program for 6 interfaces at 6 sites. The software must have the following capabilities: 1) Web-based, self-service, knowledge learning capability; 2) Ability to track all forms of customer contact to include e-mails, Web mails, and phone calls and associate all contacts with the same individual; 3) Ability to automatically generate, rank, respond to and organize frequently asked questions (FAQs). Must have extensive management and monitoring of FAQs capability; 4) The system must be intuitive, with the capability to make suggestions for answers to a customer's question before final submission of the question; 5) Extensive report capability to track, monitor and maintain accurate statistics on web site effectiveness. Also, the software must further meet software specifications, frequently asked questions (FAQ) database specifications, inquiries requirements, reporting requirements, survey requirements, usability requirements, and administrative requirements. Evaluation criteria include technical qualifications and price, weighted 60% technical and 40% cost. The technical qualifications shall consist of personnel qualifications, technical approach, past performance, and corporate capabilities. For more information on the requested specifications and services, the full Statement of Work, the evaluation factors and criteria, and required representations and certifications, see website: http://www.epa.gov/oamhpod1/adp_placement/ecss/index.htm. The Contractor shall include a fully executed copy of the Federal Acquisition Regulation (FAR) provision 52.212-3, Offeror Representations and Certifications-Commercial Items (JAN 2004). The provisions and clauses applicable to and incorporated in this RFQ are those in effect through Federal Acquisition Circular 20 (FEB 2003). The following FAR provisions apply to this acquisition: 52.212-1, Instructions to Offerors-Commercial Items (JAN 2004), 52.212-2, Evaluation - Commercial Items (JAN 1999), 52.212-4 Contract Terms and Conditions-Commercial Items (OCT 2003), and 52.212-5 Contract Terms and Conditions Required Implement Statutes or Executive Orders-Commercial Items (JAN 2004) Quotation shall reference the RFQ number and be sent to the attention of Jonathan Hamletat hamlet.jonathan@epa.gov. Receipt of quote must be by April 7th, 2004. The page limit shall be 40 pages for the quotation and business/technical proposal and only electronic submissions via email with the subject referencing the RFQ number and in PDF format will be accepted. No oral offers will be accepted. All responsible sources, capable of fulfilling the requirements of this solicitation, may submit an offer, which will be considered. Offers that do not include required items, information, or reject the terms and conditions of the solicitation may be excluded from consideration.
- Record
- SN00556933-W 20040401/040330212734 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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