SOLICITATION NOTICE
R -- Establishment of a Parallel Call Center
- Notice Date
- 3/8/2005
- Notice Type
- Solicitation Notice
- NAICS
- 561421
— Telephone Answering Services
- Contracting Office
- Federal Retirement Thrift Investment Board, Office of Administration, Office of Administration-Procurement and Contracts, 1250 H. Street, N.W., Washington, DC, 20005
- ZIP Code
- 20005
- Solicitation Number
- TIB-2005-R-002
- Response Due
- 4/22/2005
- Archive Date
- 5/7/2005
- Description
- The Federal Retirement Thrift Investment Board (Agency) requires a contractor to establish a call center and to provide responses to written correspondence and limited fulfillment functions in an area of the country that would be at least 250 miles from the existing call center located in Cumberland, MD. This new call center would provide coverage of all calls in the event of a disaster that affects the Cumberland call center operations. Otherwise, the new call center will handle 50% of daily phone traffic and 100% of the written correspondence. A key element of the Agency's operating plan is for each of these centers to provide 100% disaster recovery and service interruption relief for the other site. The Agency intends for this contract to provide a government-owned, contractor operated (GOCO) operation. That is, the Agency will directly provide for the facility and utilities, computer workstations, custom software applications, required servers, required telephone and data lines, etc. The contractor will provide the labor required to operate and manage the call center and written correspondence/fulfillment services. The location of the facility is up to the Offeror, as long as it is at least 250 miles from Cumberland, MD and space is available to be leased by the Agency. An Offeror may propose space currently operated by the Offeror as a call center if the additional space required for the Agency's operations can be leased separately. The Agency is soliciting proposals from qualified firms possessing the background and expertise necessary to provide external call center support and written correspondence handling services. The Agency requires a supplier that will provide phone coverage (at least 10 hours a day, 5 days a week) while maintaining a superior service level, strong customer service, and accurate, timely reporting.
- Place of Performance
- Address: To Be Determined
- Country: United States of America
- Country: United States of America
- Record
- SN00764971-W 20050310/050308212818 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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