SPECIAL NOTICE
R -- Incident Management System
- Notice Date
- 3/24/2010
- Notice Type
- Special Notice
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of Transportation, Office of the Secretary of Tranportation (OST) Procurement Operations, OST Acquisition Services Division, 1200 New Jersey Ave, Washington, District of Columbia, 20590
- ZIP Code
- 20590
- Solicitation Number
- DTOS59-10-R-00309
- Archive Date
- 7/31/2010
- Point of Contact
- James H Mowery III, Phone: 202-366-4959
- E-Mail Address
-
james.mowery@dot.gov
(james.mowery@dot.gov)
- Small Business Set-Aside
- N/A
- Description
- On a SOLE-SOURCE basis, and under the statutory authority permitting other than full and open competition is the Federal Acquisition Regulation (FAR) 6.302-1, (a), 2, (i), in accordance with 41 U.S.C 253(c) and FAR Subpart 6.302-1, the U. S. Department of Transportation (DOT), the Research and Innovative Technology Administration (RITA), the Bureau of Transportation Statistics (BTS) and the National Transportation Library (NTL) located at 1200 New Jersey Ave. S.E. Washington, DC 20590 intend to award a SOLE-SOURCE contract to RightNow Technologies (RNT), to procure an incident management system that enables responses and tracking of email, web, and phone inquiries about BTS, RITA and the broader U.S. Department of Transportation (DOT) and creation and maintenance of a fully searchable FAQ database. The aforementioned contracting activity proposes to issue a procurement request/purchase order to purchase software from RightNow Technologies (RNT) for the RITA BTS Office Transportation Information Resources (OTIR). OTIR operates customer services in the form of contract management for telephone, web, and e-mail queries for the Department’s Transportation Investment Generating Economic Recovery (TIGER) Team American Recovery and Reinvestment Act activities, the Office of the Secretary, the Bureau of Transportation Statistics (BTS), and the National Transportation Library (NTL) Digital Repository and other services. RNT’s Customer Relations Management (CRM) software will be used for tracking, query management, knowledgebase development, and comprehensive reporting on a regular and ad hoc basis. The National Transportation Library responds to up to 2,500 queries per month from the general public, Congress, the media, other federal and state agencies, and USDOT personnel. This acquisition is for software and data hosting, product maintenance, technical support, ability for local interface customization (to match Departmental and RITA web branding), ability to expand to chat/instant messaging services, and product update services. RNT can host the CRM software on its own servers and provide use of the software as a service. A low-cost hosted solution will save BTS the annual maintenance fee for software covering user licenses, technical support, and software updates. Without a hosting option, technical support (including daily purging of personally identifiable information or PII appearing in email or web requests over 45 days old), product maintenance, and updates to the software, the ability of BTS to expand its services to customers, increase its knowledgebase, dramatically reduce the opportunities for intrusion, and secure its systems against vulnerabilities, will be severely compromised. RNT is the only CRM company offering an integrated suite of software solutions, including web self-service, contact management, case tracking and response (via phone, email, and the web), enabled through a self-learning, self-managing and self-organizing knowledgebase. Automatic responses, routing and escalation workflow, and metrics survey are all provided through the knowledgebase function, which drives real-time, intelligent customer interactions by accurately predicting and anticipating customer questions. The knowledgebase should respond instantly to seasonal spikes, enabling the software to automatically scale service capabilities to meet service demand. Without the ability to provide an integrated, self-service, customizable databases of FAQs, and scalability to accommodate enormous spikes in email, phone, and web requests with auto-responses, NTL operations will be completely impaired. The General Services Administration (GSA) uses the same software for the management of its USA.gov website and is creating a government-wide knowledgebase leveraging the knowledge bases at other agencies. It is believed that RNT’s CRM software is the only product being used to develop this collaborative tool, which enables seamless, automatic integration of FAQs for the Department and transportation-related inquiries into USA.gov’s website and centralized FAQ’s for the entire Federal Government, resulting in more efficient operations at GSA and eliminating operational redundancies at DOT and GSA. Use of RNT’s CRM can also ensure that the NTL is in compliance with the response-time standards set by USA Services’s Citizen Service Levels Interagency Committee (CSLIC) Report. This procurement is for software implementation and maintenance. The effort to select potential sources was conducted by RITA/BTS staff. USDOT will determine that the proposed cost is realistic, fair, and reasonable. The proposed contractor is the only available source for these services. USDOT has no other option for purchasing software for the BTS National Transportation Library Reference Team. RightNow Technologies, Inc. is the sole manufacturer and sole provider of maintenance for their CRM software. The Government will continue to evaluate, on an ongoing basis, any interest shown by sources interested in competing for this requirement on subsequent acquisitions. Again, RITA believes that RightNow Technologies is uniquely qualified to carry out the specialized nature of the required work at the high level of quality indispensable to DOT. Notwithstanding the overwhelming SOLE-SOURCE qualifications thought to be possessed by RightNow Technologies, any organization OTHER THAN RIGHTNOW TECHNOLOGIES that believes it is capable of providing a hosted CRM system for incident tracking, query management, searchable knowledgebase development, automatic integration of FAQs with USA.gov, enable a locally customizable interface, automatically strip PII from content and headers of incidents, and provide comprehensive reporting capabilities that are provided by RIGHTNOW TECHNOLOGIES may e-mail a Statement of Qualifications to James Mowery, at james.mowery@dot.gov, not later than 4:15 PM Eastern Daylight Time April 12, 2010.
- Web Link
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- Record
- SN02101610-W 20100326/100325011745-d7129b5f63538cd25fbc2efad82c4460 (fbodaily.com)
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