SOURCES SOUGHT
D -- Enterprise-wide Call Center Solutions
- Notice Date
- 11/19/2009
- Notice Type
- Sources Sought
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of the Navy, Bureau of Medicine and Surgery, NMLC, 693 Neiman Street, FT Detrick, Maryland, 21702-9203, United States
- ZIP Code
- 21702-9203
- Solicitation Number
- N6890110RCWXXX1
- Archive Date
- 1/19/2010
- Point of Contact
- James D. Suerdieck, Phone: 301-619-3060, Tameka N Davis, Phone: 301-619-1677
- E-Mail Address
-
james.suerdieck@med.navy.mil, tameka.davis@med.navy.mil
(james.suerdieck@med.navy.mil, tameka.davis@med.navy.mil)
- Small Business Set-Aside
- N/A
- Description
- REQUEST FOR INFORMATION NAVMISSA Enterprise-wide Call Center Solutions 1.0 DESCRIPTION: 1.1 The Naval Medical Logistics Command (NMLC) is issuing this Request for Information (RFI) in support of the Navy Medicine Information Systems Support Activity (NAVMISSA) Consolidated Call Center (CCC), in seeking information on how an interested contractor could provide an Enterprise-Wide Call Center Solution. 1.2 THIS IS NOT A SOLICITATION FOR PROPOSALS. THIS IS A SOURCES SOUGHT SYNOPSIS ONLY. This Request for Information (RFI) is for planning and informational purposes only and shall not be considered as a request for proposal or as an obligation on the part of the Government to acquire any products or services. No entitlement to payment of direct or indirect costs or charges by the Government shall arise as a result of contractor submission of responses to this RFI or the Government’s use of such information. The Government reserves the right to reject, in whole or in part, any contractor’s input resulting from this RFI. No contract shall be awarded from this announcement. Data submitted in response to this RFI shall not be returned. Information is being requested in order to make potential future requirements better for industry and the Government. 2.0 STATMEMENT OF OBJECTIVES: 2.1 PURPOSE: •Leverage technology to reduce cost and improve quality of service •Develop an Enterprise help desk model utilizing industry standard metrics •Leverage & enhance previous NAVMISSA CCC investments and current CCC capabilities 2.2 BACKGROUND: In September 2008, Navy Medicine Information Systems Support Activity (NAVMISSA) was newly established with the focus on being the premier leader in Medical Information Systems Program Management. The mission of NAVMISSA is to provide superior, innovative information systems products and services to Navy Medicine through effective, efficient program management and to protect Navy Medicine networks through an effective Information Assurance program that ensures the privacy of our customers. NAVMISSA established the CCC to enhance the trouble ticket resolution process and currently supports over 500 of the estimated 55,000 end users for Tier I & II support. Navy Medicines approximately 55,000 end users are located at about 58 Medical Treatment Facilities (MTF) around the world who utilizes 28 programs of record (POR). Many of the Navy Medicines MTF’s utilize various service desk support resolutions with varying degrees of success. NAVMISSA is interested in expanding our current CCC operation to support all 28 POR’s for the entire Navy Medicine Enterprise. Requirements for this process include solutions for infrastructure and labor, ITILv3 compatibility/compliance, Remedy integration/interface, performance metrics, IT tool integration (active directory, discovery, SMS, remote access, etc.) and a scalable solution. 2.3 SCOPE: The scope of the Enterprise Call Center includes the following: •Integrated and Incremental Solution •Implementation Services •Incident Management •Customer Satisfaction Assurance •Knowledge Management •ESD Marketing •Manager, Support Staff, and End User Training •Service and Metrics Reporting •Service Continuity Management 2.4 PERIOD AND PLACE OF PERFORMANCE: The place of performance shall be aboard U.S. Naval Medical Facilities and locations worldwide to include the following installations: The current CCC is staffed by 10 support techs providing 24/7 coverage and is located in Fairmount, West Virginia. Regardless of the Enterprise solution, the service desk shall have to work remotely. 2.5 GENERAL REQUIREMENTS: General requirements for the enterprise call center are to resolve Tier I & II trouble tickets for the Navy Medicine enterprise of approximately 55,000 end users and 28 POR’s. This call center work remotely and meet or exceed industry standards for both service and support to streamline Navy Medicines IT support into a standardized enterprise that improves customer service and reduces the financial burden on tax payers. 2.6 REQUIRED DELIVERABLES (Minimum): Requirements for this service desk include a plan to support Navy Medicine’s 55,000 end users with an appropriate infrastructure and labor plan that includes timelines not to exceed three years until complete implementation, this plan shall be ITILv3 compatible and all software shall be able to interface with Remedy. This solution shall be scalable with the ability to implement over time. 2.7 PERFORMANCE OBJECTIVES: Performance objectives shall include several industry standards that are not limited to the table below: ReportTypeContents Performance Metrics ReportsTelephone Data•Average speed to answer •Number of calls answered •Percentage of calls abandoned Ticket Data (broken down by source and by resolving organization)•Total number of tickets opened •Sources of tickets (e.g., e-mail, phone, walk-in) •Number of tickets opened/closed by site with customizable populations (division, branch, doctors, etc.) •First contact resolution rate QA ReportsCustomer Satisfaction Surveys for ESD Agents•Number of surveys sent •Number of surveys returned •Survey return rate •Customer satisfaction ratings •End user comments 2.8 OPERERATING CONSTRAINTS: Shall meet all Navy Medicine Information Assurance (IA) policies. 3.0 RESPONSES: 3.1 Responses to this RFI should not exceed fifty (50) pages and shall contain the following information: (a) Capability statement which includes information on the technology and staffing used to provide an enterprise wide call center. (b) Pricing information. NAVMISSA desires to enter into firm fixed price contracts for non-personal services. Provide information on how you provide firm fixed pricing for these types of services. (c) Service Level Agreements. (d) Delivery schedule. (e) Clearly mark any information that is proprietary. 3.1.1 Questions regarding this announcement shall be submitted in writing by e-mail to the Contract, email address. Verbal questions shall NOT be accepted. The Government does not guarantee that questions received after 23 December 2009 shall be answered. 3.1.2 Capability statements shall be submitted by email only as a MS Word or Adobe PDF attachment to James Suerdieck at james.suerdieck@med.navy.mil. Statements are due by 1200 EST, 04 January 2010. No phone calls accepted. 4.0 SUMMARY: THIS IS A REQUEST FOR INFORMATION (RFI) ONLY to identify sources that can provide an interested contractor could provide an Enterprise-Wide Call Center Solution). The information provided in the RFI is subject to change and is not binding on the Government. The US Navy has not made a commitment to procure any of the items discussed, and release of this RFI should not be construed as such a commitment or as authorization to incur cost for which reimbursement would be required or sought. All submissions become Government property and shall not be returned. Note: This Request for Information is for planning purposes only and is issued in accordance with FAR Clause 52.215-3. No solicitation document exists at this time. Issuance of this notice does not constitute any obligation on the part of the Government to procure these items or to issue a solicitation. In addition, the Government is under no obligation to pay for information submitted in response to this RFI, and responses to this notice cannot be accepted as offers. Any information that the vendor considers proprietary should be clearly marked as such.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DON/BUMED/N62645/N6890110RCWXXX1/listing.html)
- Place of Performance
- Address: 615 E. Houston Street, Ste 585, San Antonio, Texas, 78205, United States
- Zip Code: 78205
- Zip Code: 78205
- Record
- SN02007298-W 20091121/091119235414-7acf50c2e688b3455ffcf4271a1e4b1c (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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