SPECIAL NOTICE
R -- Single Family Client Management Center (CMC)
- Notice Date
- 8/24/2006
- Notice Type
- Special Notice
- NAICS
- 519190
— All Other Information Services
- Contracting Office
- Department of Housing and Urban Development, OCPO, Program Support, Office of Program Support, NP, 451 7th Street S.W., Washington, DC, 20410
- ZIP Code
- 20410
- Solicitation Number
- Reference-Number-CMCRFI
- Response Due
- 9/5/2006
- Small Business Set-Aside
- 8a Competitive
- Description
- REQUEST FOR INFORMATION - MARKET RESEARCH To: Interested 8(a) Contractors: Subject: Single Family Client Management Center (CMC) for the Department of Housing & Urban Development (HUD), Office of Single Family Housing NOTICE TO ALL INTERESTED POTENTIAL 8(a) CONTRACTORS: A Request for Information (RFI) is being conducted as a Market Research for a future procurement to support the Office of Single Family Housing. It is anticipated that these critical services stated below will be under contract no later than May 31, 2007. Based on the foregoing, the Department of HUD request that assessment of qualifications are submitted from interested potential 8(a) Contractors. Please submit your assessment to Washingtoni_nln@hud.gov no later than 10:00am on September 5, 2006. NO QUESTIONS PERTAINING TO THIS NOTICE WILL BE ENTERTAINED; PLEASE ONLY SUBMIT ASSESSMENT OF QUALIFICATIONS*. This Request For Information is issued pursuant to FAR 15.201(b): (b). The purpose of exchanging information is to improve the understanding of Government requirements and industry capabilities, thereby allowing potential Contractors to judge whether or how they can satisfy the Government?s requirements, and enhancing the Government?s ability to obtain quality supplies and services, including construction, at reasonable prices, and increase efficiency in proposal preparation, proposal evaluation, negotiation, and contract award. HUD is currently conducting market research to gather information on 8(a) small businesses qualified to provide a CMC for Single Family. Specifically, we are requesting information from industry to find companies and organizations that have experience doing the same work [in nature, scope and magnitude] as stated herein. HUD has a critical requirement for a multi-channel contact center solution to resolve information requests from the general public and the housing industry. Single Family has consolidated its client management tasks into a single CMC. All contacts, regardless of client type (lender or public) or communication channel (telephone, email, fax, letter, message board and chat); have been directed to the new CMC via a single toll-free number, a single email address, and a single fax number. The current volume of contacts is approximately 50,000 per month. Acting as the ?bridge? between Single Family Housing and its client, the Contractor shall perform all appropriate client management functions. Interested Potential 8(a) Contractors shall be able to perform the following tasks in support of the CMC: 1. Provide the American public and the FHA lending industry with easily accessible, consistent, timely, and professional responses to their inquiries via their preferred method of communication 2. Provide a fully managed multi-channel contact center solution using best in class technology. 3. Sustain access to state-of-the-art technology that is scalable to meet current and future requirements. 4. Utilize customer satisfaction and programmatic surveys in order to measure and control the delivery of FHA programs and services to meet the evolving needs of citizens. 5. Establish and operate a comprehensive knowledge base that shall contain the breadth of Single Family policies and procedures that is made available on-line to approved Single Family business clients. 6. Update and maintain the knowledge base so that all policies and procedures are kept accurate and up to date. 7. Recruit, hire and maintain a trained group of Customer Service Representatives that have the capability of handling both general and technical FHA and mortgage finance issues. 8. Establish training and monitoring program that ensures accurate and consistent responses to the thousands of potential questions from industry clients and the general public. 9. Ensure the scalability of the multi-channel contact center structure and software to absorb significant shifts in the volume of contacts. 10. Assist in the promotion of new or revised programs and services to HUD's clients. 11. Establish the technical/IT infrastructure to: a.Transfer and integrate FHA case specific data within the Client Management software b. Record all telephone contacts and integrate them into the Client Management software c. Allow live, remote monitoring of ongoing calls d. Allow real-time remote monitoring of the multi-channel contact center's incoming call queues e. Provide a warm transfer of escalated contacts to the appropriate Single Family call group *Interested potential 8(a) Contractors are encouraged to provide an assessment of their capabilities and qualifications to perform all of the above critical requirements with the identified applications and have a fully staffed multi-channel contact center ready to begin performance within150 calendar days of contract award. Please submit this assessment of qualifications no later than September 5, 2006 by 10:00 am EST via e-mail to Washingtoni_NLN@hud.gov. This will be a negotiated FAR Part 15, 8(a) Small Business competition and has been set-aside for 8(a) Small Disadvantaged Businesses under the North American Industry Classification System of 519190, All Other Information Services. HUD anticipates the award to be a performance-based contract with the following periods of performance: An one (1) year Base Period with three (3) One-Year Option Periods. SPECIFIC BUSINESS SIZE QUESTIONS 1. What is the size of your company? 2. What percentage of the work will you be able to subcontract? And, if any, please provide a sample, subcontracting plan that will demonstrate how you will distribute the tasks to be performed. HUD encourages teaming arrangements, joint ventures, etc. 3. HUD encourages teaming arrangements, joint ventures, etc. Please appropriately describe. PLEASE BE ADVISED THAT THIS IS NOT A FORMAL SOLICITATION FOR PROPOSALS, IT IS ONLY FOR MARKET RESEARCH. ALTHOUGH THIS IS ONLY A REQUEST FOR INFORMATION, WE ENCOURAGE AND WOULD APPRECIATE YOUR COMPANY?S PARTICIPATING IN THIS INFORMATION GATHERING MARKET RESEARCH. NO QUESTIONS PERTAINING TO THIS NOTICE WILL BE ENTERTAINED; PLEASE ONLY SUBMIT ASSESSMENT OF QUALIFICATIONS.
- Record
- SN01124434-W 20060826/060824220536 (fbodaily.com)
- Source
-
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