SOLICITATION NOTICE
R -- CONSULTING SERVICES - NATIONAL CONTACT CENTER MIGRATION STUDY
- Notice Date
- 7/31/2007
- Notice Type
- Solicitation Notice
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Equal Employment Opportunity Commission, Office of the Chief Financial Officer & Administrative Services, Acquisition Services Division, 1801 L Street, NW, 6th Floor, Washington, DC, 20507, UNITED STATES
- ZIP Code
- 00000
- Solicitation Number
- RFQ07-0138
- Response Due
- 8/6/2007
- Archive Date
- 8/21/2007
- Description
- 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 constitutes the only solicitation. Quotations are being requested and a written solicitation will not be issued. This solicitation document and incorporated provisions and clauses are those in effect through FAC 2005-18, effective on June 30, 2007. This announcement is considered an unrestricted procurement. The NAICS Code is 541611. This solicitation is being issued as a Request for Quotation (RFQ No. 07-0138), and is in accordance with Federal Acquisition Regulation (FAR) Part 12.6, Acquisition of Commercial Items and Subpart 13.5, Test Program for Certain Commercial Items. The EEOC contemplates the award of a Firm-Fixed price type contract for Consulting Services. Period of performance will be 60 days from date of award. Background: A two-year pilot for a national contact center (NCC) was implemented in 2004 by contractor Vangent, Inc. (formerly Pearson Government Solutions, Inc). The objectives were to improve customer service and customer access to the EEOC using state-of-the-art technology and industry best practices; improve human capital effectiveness; and deliver accurate and consistent services to our customers throughout the nation. As a result of a Commission meeting on July 13, 2006, the Office of Field Programs (in coordination with the Office of Information Technology) was directed to focus on nine action items to bring the NCC to full implementation. Currently, more than 70,000 people call the NCC?s toll-free number each month, while over 3000 send emails to the NCC. At least 35 percent of the calls are resolved by the interactive voice response (IVR) system while the remaining calls are answered by trained Customer Service Representatives (CSRs) with less than one minute wait time on average. Intake Questionnaires are mailed to more than 14,000 individuals each month within 7 business days of the call. Both headquarters and field staff have monitored the quality of the calls and attest to their accuracy and professionalism. Callers have been assisted in more than 60 languages under a contract that offers language interpretation services in more than 150 languages. At this time the EEOC seeks to migrate the NCC to an in-house environment staffed by federal employees. As a first step in determining a sound, cost-effective plan for the migration effort; the EEOC requires a contractor to complete a study of three proposed configurations for an in-sourced contact center. Scope: The national contact center migration study involves the following areas: a)The EEOC requires a contractor to provide three separate cost estimates, migration time estimates, and necessary steps for providing the services NCC currently offers (IVR, Language Line, answering calls for first time callers, providing general information regarding the EEOC and the statutes it enforces, providing information regarding charges filed with the EEOC, performing a preliminary screen of callers, making referrals to other agencies where appropriate, sending out intake questionnaires where appropriate) within EEOC covering both the business and technical components and using market data and industry standards for best practices. b) Each estimate would be made assuming comparable staffing, processes, technology and equipment, and include the resources EEOC would need to re-establish a comparable operation within the agency. Estimates should consider using the current EEOC resources where appropriate. c) The three options for which cost estimates are required are: (1) a decentralized model with staffing/ technology within each of our fifteen Districts (the staffing and technology can be in any of the offices within the District); (2) a time zone (follow the sun) model with staffing/technology within three field office locations; and (3) a centralized model at one location in a low-cost area of the US. The contractor also shall provide a comprehensive analysis of the positive and negative aspects of each option and a recommendation on the best preferred or ideal model for a contact center that meets EEOC's mission and operational needs. CLIN0001. Cost estimate for migration to decentralized model in 15 districts $__________. CLIN0002. Cost estimate for migration to "follow-the-sun" model in three locations $_____________. CLIN0003. Cost estimate for centralized model in single location $__________. CLIN0004. A comprehensive analysis of the positive and negative aspects of each option and a recommendation of the best preferred or ideal model to meet EEOC's mission and operational needs including the technical and budget business case to support the recommendation $____________. Assumptions: Under each of the options examined, federal employees will be used to staff the operations in Government leased space (federal or commercial) and with Government furnished or leased equipment. The Government furnished equipment includes the Customer Relations Management(CRM)application in use at the NCC and the outputs from the system (reports) that are useful to EEOC. The vendor will need to include a comparable CRM application in the three alternatives. Deliverables: A written assessment of the cost, migration time, and necessary steps to provide the operations and services of National Contact Center in-house at EEOC using a decentralized model operating in 15 districts. This should include recommendations as to which office within each District should be used based on relevant factors such as rent costs, space availability, lease length, and existing telephone structure and technology. Draft due 45 days from award. Final report due 60 days from award. A written assessment of the cost, migration time, and necessary steps to provide the operations and services of National Contact Center in-house at EEOC using a "follow-the sun model" with call centers in 3 field locations. This should include recommendations as to which offices the EEOC should use for this model based on relevant factors such as rent costs, space availability, lease length, and existing telephone structure and technology. Draft due 45 days from award. Final report due 60 days from award. A written assessment of the cost, migration time, and necessary steps to provide the operations a nd services of National Contact Center in-house at EEOC using a centralized model in a single location. This should include recommendations regarding where it should be housed, including additional costs if renting of new space and hiring additional management. Draft due 45 days from award. Final report due 60 days from award. A comprehensive analysis of the positive and negative aspects of each option and a recommendation of the best preferred or ideal model to meet EEOC's mission and operational needs including the technical and budget business case to support the recommendation. Draft due 45 days from award. Final report due 60 days from award. Government-Furnished Information: May 2006 EEOC Contact Center Customer Satisfaction Survey: Final Report, July 2007 EEOC Customer Satisfaction Survey, CFI Group, June 2006 The EEOC?s National Contact Center: An Evaluation of its Impacts, Pearson Monthly Reports on Metrics and Contract Performance: March 2005 thru July 2007, NAPA February 2003 Study: EEOC: Organizing for the Future, NAPA January 2007 Study: EEOC: Changing Technology, Changing Business Practices, Active Scripts of NCC Knowledge Base as of August 2006, Training Modules for CSRs, June 2003 Assessment of a National Contact Center Solution for EEOC, EEOC Order 120, Jurisdictional Boundaries for Field Offices, Information from the union (possible call center options and results of its survey), Information on the current telephone lines for each EEOC office, Information on the rent, lease length, staffing and space available in each EEOC office, Other relevant information as requested and agreed upon. Confidentiality: All data and other information supplied to the contractor and all communications between the contractor and EEOC personnel are confidential and will not be disclosed by the contractor to any source. Failure to meet this requirement will result in prosecution under 42 U.S.C. 2000e-8(e)1 and/or prosecution under 42 U.S.C. 2000e-5(b)2. GSA schedule holders are encouraged to submit a quotation. All interested parties shall submit a quotation to be considered. Your quotation in response to RFQ 07-0138 is due August 6, 2007, 12:00 Noon, (Washington, DC local Time). Submission must be sent to the following mailing address: U.S. Equal Employment Opportunity Commission, Acquisitions Services Division, 1801 L Street, N.W., Room 6234, Washington, D.C. 20507 Attn: Caroline A. Fowler; Contracting Officer. A quotation submitted electronically, (via e-mail) to caroline.fowler@eeoc.gov, will be accepted. Questions regarding this request for quotation should be submitted to Caroline A. Fowler, Contracting Officer, via e-mail at caroline.fowler@eeoc.gov, with a cc: to Anthony Price, Alternate Contracting Officer at: anthony.price@eeoc.gov. Telephone inquiries or responses are not acceptable. The deadline for submission of questions regarding RFQ No. 07-0138 is August 2, 2007 at 11:00 a.m. Washington, DC local time). The Government will not reimburse interested parties for any cost associated with responding to this business opportunity. All responsible sources may submit a quotation which shall be considered by the EEOC. Quotations shall be organized into Three (3) separate volumes: Volume I - Technical Capability, Volume II - Past Performance, and Volume III - Price. Pricing shall not be included in Volume I and II. Award will be made to the quoter determined to be the Best Value to the Government, using the trade-off approach. The anticipated contract award date is on or before August 10, 2007. Evaluation factors for award: The EEOC will use the following factors to evaluate quotes: technical capability, past performance, and price. Technical Capability and past performance when combined are more important than price. Factor I. Technical Capabilities: (1) Understanding the requirements - The quoter must demonstrate its understanding of the technical requirements and describe technical approach which includes research methods. (2) Corporate capabilities - The quoter must demonstrate its corporate capabilities as it relates to the requirements. (3) Key personnel resume -The quoter must demonstrate through submission of resume, its qualification to provide services. Factor II. Past Performance: Quoters shall be evaluated on the following: 1. Quoter past performance on projects directly related to the work to be accomplished under this procurement. 2. Experience on same or similar projects. The vendor must provide a minimum of three (3) references for past performance for same or similar work awarded within the past three (3) years. The information for each reference shall include the following: 1. Name and address of government agency or other non-government client; 2. Name, titles and telephone number of Contracting Officer, or other point of contact; 3. Name, title and telephone number of client(s) program or project manager, if applicable; 4. Contract number, period of performance, and dollar value of contract; and 5. Description of services provided.; The vendor will be evaluated on customer satisfaction and timeliness, and Factor III. Price: price will be evaluated in comparison to the independent government cost estimate. Notice: The Government intends to evaluate quotations and make award without discussions (except clarifications as described in FAR 15.306(a). Therefore, the quoter(s) initial quote should contain the vendors best terms from a price and technical standpoint. The Government reserves the right to conduct discussions, if the Contracting Officer later determines them to be necessary. The provisions at 52.212-1, Instructions to Offeror-Commercial Items applies to this solicitation. The provision at 52.212-2 Evaluation-Commercial Items applies to this solicitation. The quoter shall include a completed copy of the provision at 52.212-3, Offerors Representations and Certifications-Commercial Items with his/her quote. The following clause shall apply to this solicitation: FAR 52.252-2 Clauses Incorporated by Reference; Clause 52.212-4, Contract Terms and Conditions-Commercial Items and Clause 52.212-5 Contract Terms and Conditions Required to Implement Statues or Executive Order-Commercial Items are incorporated by reference. Clause 52.203-6, Restrictions on Subcontractor Sales to the Government-Alternate I, Clause 52.222-3 Convict Labor, Clause 52.222-21, Prohibition of Segregated Facilities, Clause 52.222-26 Equal Opportunity, Clause 52.222-35 Equal Opportunity for Special Disabled Veterans, Veterans of the Vietnam Era and Other Eligible Veterans, Clause 52.222-36 Affirmative Action for Workers with Disabilities, Clause 52.222-37 Employment Reports on Special Disabled Veterans, Veterans of the Vietnam Era, and Other Eligible Veterans, Clause 52.225-13 Restrictions on Certain Foreign Purchases, and Clause 52.232-36, Payment by Third Party are incorporated by reference. To obtain the above provision/clauses in full text, please visit www.arnet.gov. Method of payment: via the Governmentwide Commercial Purchase Card.
- Place of Performance
- Address: WASHINGTON, DC
- Zip Code: 20507-0001
- Country: UNITED STATES
- Zip Code: 20507-0001
- Record
- SN01357941-W 20070802/070731222153 (fbodaily.com)
- Source
-
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