MODIFICATION
R -- CONSULTING SERVICES - NATIONAL CONTACT CENTER MIGRATION STUDY
- Notice Date
- 8/3/2007
- Notice Type
- Modification
- 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
- 20507
- Solicitation Number
- RFQ07-0138
- Response Due
- 8/6/2007
- Archive Date
- 8/29/2007
- Point of Contact
- Caroline Fowler, Contracting Officer, Phone (202) 663-4219, Fax (202) 663-4178, - Anthony Price, Contract Specialist, Phone (202) 663-4218, Fax (202) 663-4178,
- E-Mail Address
-
caroline.fowler@eeoc.gov, anthony.price@eeoc.gov
- Description
- RESPONSE TO QUESTION AND ANSWERS REQUEST FOR QUOTATION (RFQ) No. 07-0138: CONSULTING SERVICES: NATIONAL CONTACT CENTER MIGRATION STUDY Question #1: Will the current NCC model be the model to be implemented? EEOC Response: Only to the extent that the current NCC model follows call center industry best practices and only to the extent that we will continue to use the Intervoice Brite IVR system which we own and the RightNow CRM hosted solution for which we currently have 60 licenses. EEOC will also require call quality monitoring to be provided as in the current NCC model. Question #2: Will we have access to the current operation and organizational plan, structure/ budget- technology, staffing, schedules, standards of performance, call flow and line configuration including IVR/VRU scripts, knowledge management support, locations, etc.? EEOC Response: We can provide copies of scripts, FAQs, data capture protocols from our current knowledge management database. Information on the remaining items will only be available to the extent they are included in the January 2007 National Academy of Public Administration (NAPA) report. Copies of the NAPA report can be made available; however, it also can be found on the NAPA website, www.napawash.org. Question #3: Will we have access to ACD reports detailing call types, volumes, length of call, after call work, hold times, etc.? EEOC Response: Yes. We have monthly reports from the current vendor which provides this information. Question #4: Can we get a copy of the 9 action items resulting from the NCC 2-year pilot? EEOC Response: Yes. The nine (9) action items are listed below: 1. Increase the call volume to the NCC. 2. Route all initial calls made to the EEOC to the NCC. 3. Integrate EEOC and NCC processes and technology. 4. Create a uniform intake questionnaire. 5. Establish a reporting process to provide operational data. 6. Measure and monitor customer satisfaction. 7. Execute change management procedures. 8. Assess the costs and benefits of the NCC and assess alternative approaches. 9. Establish a steering committee to monitor NCC performance. Question #5: Is there a preferred vendor for this proposal? EEOC Response: No. Question #6: Will there be EEOC staff available to support this effort? To what level? (_# of full-time staff, part-time staff, etc.) EEOC Response: EEOC will have a point of contact to provide copies of reports and other information requested; however, we will not have staff assigned specifically to support this effort. NOTE: THIS NOTICE WAS NOT POSTED TO FEDBIZOPPS ON THE DATE INDICATED IN THE NOTICE ITSELF (03-AUG-2007); HOWEVER, IT DID APPEAR IN THE FEDBIZOPPS FTP FEED ON THIS DATE. PLEASE CONTACT fbo.support@gsa.gov REGARDING THIS ISSUE.
- Web Link
-
Link to FedBizOpps document.
(http://www.fbo.gov/spg/EEOC/OCFOAS/PMD/RFQ07-0138/listing.html)
- Place of Performance
- Address: WASHINGTON, DC
- Zip Code: 20507-0001
- Country: UNITED STATES
- Zip Code: 20507-0001
- Record
- SN01362380-F 20070805/070803230536 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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