SOLICITATION NOTICE
N -- AUTOMATED CALL DISTRIBUTION SYSTEM
- Notice Date
- 4/3/2009
- Notice Type
- Presolicitation
- Contracting Office
- Department of the Air Force, Air Force Materiel Command, ESC - Electronic Systems Center, 501 EAST MOORE DRIVEMAFB-GUNTER ANNEX, AL
- ZIP Code
- 00000
- Solicitation Number
- R2031
- Point of Contact
- Margaret Young margaret.young@gunter.af.mil<br />
- Small Business Set-Aside
- N/A
- Description
- The Field Assistance Service (FAS) requires a complete solution to provide a robust Automated Call Distribution (ACD) system. The proposed strategy must work with existing analog phones and support 200 to 400 telephone analysts in a compartmentalized team environment. The Vendor's ACD solution must be capable of being managed by a tech support staff with limited or nonexistent computer programming skills. The call tree must be maintained using a Graphical User Interface (GUI) solution, and allow for future expansion and other modifications by this tech support staff. The Vendor's ACD solution must have integrated voicemail that places messages directly into personal or team Outlook inboxes. Vendor shall provide all maintenance and support using one vendor and one contact number. The ACD shall include the commercial standard warranty, to include parts, labor, software, and travel. The ACD shall maintain a 99.99% reliability rate or better. The ACD shall have opt! ions for routing incoming calls through a customizable call tree, transferring calls, establishing conference calls with selective drop capability, allowing supervisors to change technician availability status remotely, assigning technicians to call queues, placing customers on hold, tracking call metrics and producing statistical reports based on call volume and abandon rates at either the queue level or the user level, exporting the reports in a common office format (text, PDF, xml, html, or MS Office), and the ability to view calls currently waiting in the call queue. ACD client software must be JITC certified and on the Approved Products List (APL) for use on a Windows Vista PC in the Federal Desktop Core Configuration (FDCC) environment. ACD must be IPv4 and IPv6 capable. Vendor will include a plan for minimizing downtime associated with transitioning from the old ACD system to the new, as well as any plans for data migration from old to new. ACD must be deployed n! o later than November 2009. The Vendor will provide technician training, supervisory training, and administrative training for the ACD solution. OVERARCHING REQUIREMENT/GOAL: The goal of this intended contracting action is to solicit and award a Delivery Order (DO) using firm-fixed-price under a pre-existing indefinite-delivery, indefinite-quantity contract. Under this DO, the Vendor will design, document, support accreditation, test, qualify, and deploy an ACD system that utilizes commercially available PRODUCTS. The solution must work seamlessly with existing analog telephones REQUIRED PERSONNEL SKILLS: While a majority of the tasks required to complete the subject effort (e.g., site surveys, site designs, procurement, installation, and training and acceptance test) will be completed on a Firm Fixed Price basis, there could be some subset of effort(s) that may be accomplished using a COST CLIN.PERIOD/PLACE OF PERFORMANCE: Maxwell Air Force Base-Gunter Annex, AL 36114 INTENDED EVALUATION CRITERIA Proven relevant past performance for services provided on ACD systems will be a significant evaluation factor for potential award. Prospective Vendors will be required to submit sanitized resumes of individuals proposed to fulfill the requirements of any contract which may result in award for this requirement. Cost will also be a factor. Interested Vendors should submit their capabilities information to the e-mail addresses listed in the RFI attachment. Please include the name and address of your company. Please limit your responses to a maximum of three (3) pages. If applicable, the submission should include the past performance history for similar projects that are complete or near completion with a customer point of contact and phone number. All interested, responsible potential firms must submit their written responses NO LATER THAN Close of Business (COB) 5:00 pm CST on April 15, 2009. The Air Force will not pay for any information, d! ocumentation, and/or data submitted in response to this notice. Responses can be E-mailed to Sophia Smith, Contract Specialist (Sophia.smith@gunter.af.mil) and Corlis J. Allen, Program Manager (corlis.allen@gunter.af.mil).
- Web Link
-
FedBizOpps Complete View
(https://www.fbo.gov/?s=opportunity&mode=form&id=bc74fd58976a908bfbe92b333a2decf9&tab=core&_cview=1)
- Record
- SN01784933-W 20090405/090403220002-bc74fd58976a908bfbe92b333a2decf9 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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