SOLICITATION NOTICE
D -- Call Processing and Management System
- Notice Date
- 7/24/2008
- Notice Type
- Combined Synopsis/Solicitation
- Contracting Office
- Department of Energy, Federal Locations, All DOE Federal Contracting Offices, not found
- ZIP Code
- 00000
- Solicitation Number
- DE-SOL-0000035
- Response Due
- 7/31/2008
- Archive Date
- 1/31/2009
- Point of Contact
- Albert Manley, Contracting Officer, 202-287-1438,albert.manley@hq.doe.gov;Monica Serrano, Contract Specialist, 202-287-1411,monica.serrano@hq.doe.gov
- Small Business Set-Aside
- N/A
- Description
- The National Energy Information Center (NEIC) is seeking a Contractorwho candeliver a unified contact center application, referred to as CallProcessingand Management System (CPMS), and necessary underpinning technologies, tofacilitate NEICs contact center operations. The contractor shall provideaconcise presentation of its understanding of the major issues facing TheCenterand of the elements required in implementing the scope of work. Contractor should notify The Center of potential difficulties that might arise inimplementing the work, and of major managerial or operational decisionsthatwill have to be made during the term of the contract. The period ofperformanceis 16 months from the date of award. The recommended solution shall be designed as a turnkey system that bringsvoice and data communications together running on a Windows server. Thesolution should be capable of aggregating all voice and data interactions,voice call, voice mail, e-mail, faxes and the Internet inquiries into onemanageable unified desktop solution. The system should also have email andwebauto-response, speech recognition, real time statistics, view of agentstatusand automatic call distribution capabilities. In addition, the contractorshall provide professional services of installation, administration andmaintenance, while requiring as little agency staff participation aspossible. The contractor shall provide a description of acceptance testing proceduresanda recommended plan and schedule. The final provisions and procedures willbeagreed upon with NEIC prior to acceptance testing. The NEIC shall provide the resources necessary to conduct acceptancetesting toverify proper operation prior to final acceptance by NEIC. All test results shall be documented, and submitted to NEIC for review.NEICshall notify vendor upon successful completion of acceptance testing. The services provided under this task are intended to ensure that EIAreceivesthe highest quality of IT services from a contractor who shall implementindustry standards in helping Government customers attain their operational goals. The contractor shall provide a Project Manager (PM) to coordinate allscheduledevents with EIA Management. The PM shall schedule and hold weekly progressandfacilitation meetings on-site or when necessary Tele-Conference Meetings.ThePM shall also provide EIA with a written progress report of events on aweeklybasis in a format determined by NEIC. The contractor shall provide support for each of the line items identifiedinSection 3.1 of this Statement of Work. While not intended as aprovisioningvehicle, task orders for services may include requirements for obtainingcommercially available hardware and/or software (provided on a leased,depreciated or purchased basis) which are integral and/or incidental to the services being provided. The EIA network connects the EIA headquarters with its associated remotefieldoffices throughout the country. The EIA system is primarily Fast-Ethernetbased on the local network, running multiple operating systems andtransmissions protocols, commercial off the Shelf (COTS) and Government offtheShelf (GOTS) products. To learn more about the Energy Information Administration and NEIC, visitwww.eia.doe.gov All interested parties wishing to respond to this solicitation shouldregisterat the site below to access the formal solicitation. FedConnect website
- Web Link
-
FedBizOpps Complete View
(https://www.fbo.gov/?s=opportunity&mode=form&id=5601ccb6b01e10fcd1b9e467dc7e4760&tab=core&_cview=1)
- Record
- SN01622133-W 20080726/080724222203-5601ccb6b01e10fcd1b9e467dc7e4760 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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