SOLICITATION NOTICE
R -- USPTO CONTACT CENTER (UCC) CALL CENTER STAFFING
- Notice Date
- 2/17/2005
- Notice Type
- Solicitation Notice
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Department of Commerce, Patent and Trademark Office (PTO), Office of Procurement, Box 6, Washington, DC, 20231
- ZIP Code
- 20231
- Solicitation Number
- DOC52-PAPT-05-01011
- Response Due
- 3/17/2005
- Archive Date
- 4/1/2005
- Small Business Set-Aside
- 8a Competitive
- Description
- Description: R- Professional, administrative, and management support services - USPTO Contact Center (UCC) Call Center Staffing, Solicitation No. DOC 52PAPT0501011. NOTE: the response date shown above will be revised in accordance with the solicitation to be released at a later date. The USPTO Contact Center (UCC) is the front-line customer service center for the United States Patent and Trademark Office ? and responds to public inquiries seeking information on a variety of USPTO programs and services. The goal of the UCC is to ?effectively and efficiently provide customers with responses to their requests? ? in a courteous and professional manner. The UCC currently supports the following specific functions: Responding to general information inquiries, Directing detailed public inquiries to the correct USPTO business area, and Serves as a backup to other agency contact centers and business areas The USPTO seeks to establish a contractor-staffed multi-channel contact center to support the operation of the USPTO Contact Center. The contractor will provide the USPTO with Customer Service Representatives (CSRs) and Customer Service Supervisors to provide the customer service functions of the USPTO Contact Center ? and analysts / managers to effectively manage the CSRs and Supervisors to the performance expectations of the USPTO Contact Center. The contractor-provided CSR and Supervisor staff shall be located onsite in Government-furnished call center facilities at the USPTO headquarters, in Alexandria, VA. Contractor analysts and managers shall be located offsite in Contractor-furnished space. If the contractor analysts require access to USPTO systems for reporting purposes, the USPTO will allow reasonable accommodation for the analyst to access the required systems. The USPTO expects to provide no more than twenty (20) physical seats in its call center facility for use by the UCC. The Contractor shall furnish the necessary personnel, equipment, supplies and services to meet the requirements described in the Statement of Work (SOW). The Contractor shall perform all management functions, as described in the SOW, to operate and manage the contact center staff and associated services to meet the needs of the Government. When requested, the Contractor shall provide any additional services described in the contract, expand the services to support new requirements, and/or provide any special project support needed to analyze, plan, implement, operate, and manage special customer support services that may be needed to meet the evolving needs of the Government. The Contractor shall provide CSRs and appropriate management support to respond to customer inquiries during the UCC hours of operation, which are currently from 8:30 a.m. to 8:00 p.m., Monday to Friday (except Federal Holidays). The UCC is not expected to be operational during any other Government closing periods ? but is expected to be operational at all other times (including delayed arrival / liberal leave time periods).
- Place of Performance
- Address: United States Patent and Trademark Office, 600 Dulaney Street, MDW, 3Rd Fl., Alexandria, VA 22313-1450
- Record
- SN00753487-W 20050219/050217211713 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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