SOURCES SOUGHT
D -- Virtual Call Center Prototype
- Notice Date
- 4/29/2010
- Notice Type
- Sources Sought
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of Veterans Affairs;Technology Acquisition Center;260 Industrial Way West;Eatontown NJ 07724
- ZIP Code
- 07724
- Solicitation Number
- VA118-10-RI-0337
- Response Due
- 5/11/2010
- Archive Date
- 7/10/2010
- Point of Contact
- Iris FarrellContract Specialist
- E-Mail Address
-
Contract Specialist
(sarah.basilotto@va.gov)
- Small Business Set-Aside
- N/A
- Description
- U.S. Department of Veterans Affairs (VA), Office of Information and Technology (OI&T), Veterans Relationship Management Program Executive OfficeVirtual Call Center Prototype The purpose of this Request for Information (RFI) is to search for qualified vendors capable of meeting the Department of Veterans Affairs (VA) requirements for the Veterans Relationship Management (VRM) Program's Virtual Call Center (VCC) Prototype. This RFI provides an opportunity for respondents to submit their ideas, initiatives, and/or processes related to this request. The VRM Program is a multi-year program for Veterans, their families, and their agents' that will provide on-demand access to comprehensive VA services and benefits in a consistent, user-centric manner. To achieve this goal, VA will provide our stakeholders a multi-channel customer relationship management platform, including dramatically improved telephone services, which is the target of this proposal. In fact, modernization of our telephony capabilities and our agents' ability to access the data required to resolve Veteran's issues is a primary focal point of the VRM program. Consequently, in an effort to systematically capture business requirements and create implementation specifications, our first step in accomplishing this objective is the development a VCC prototype to identify and document our user's needs. Upon completion of this crucial phase, VA anticipates near-future steps will include building and conducting Call Center Pilots and full-scale Call Center rollouts. The VA is seeking Contractor support to provide a non-production VCC Prototype system that will be utilized to define enterprise requirements, to develop, explore, select, and refine tools and processes, and to create a detailed set of implementation blueprints suitable for Agile Process implementation. The VCC Prototype must be flexible and capable of quickly simulating and testing new systems and processes. The VCC Prototype will be capable of accommodating three basic workflows: "Provide a comprehensive view of Compensation Claim Status "Provide a comprehensive view of Veteran Data "Provide a comprehensive view of General Benefits Information Each simulated workflows will have less than 15 steps simulating a task. The contractor shall make modifications to the workflow as required to support the call center simulation, and in rapid (ie, less than 24 hours) response to exploratory design and layout suggestions. The intent of the VCC Prototype is to define processing workflows, to support the simulation of Veteran interactions as necessary to identify user interface requirements, data requirements, and potential capabilities of future COTS products (e.g., Customer Relationship Management, Knowledge Management, enterprise content management, advanced search and taxonomy management, integrated user interface tools). The Government intends to utilize COTS products to the maximum extent possible in the future development of the production system and is employing rapid prototyping and agile development methodologies to prototype for the purpose of defining business, data and capability requirements. The VCC Prototype shall be demonstrated to SMEs and feedback shall be documented and used to improve the model. The contractor shall document the workflow prototype in a Business Process Model that describes the workflow, how the system was configured to simulate the workflow, how tasks were simulated and to develop user interface specifications. During prototype activities, any modifications to the prototype or demonstration configuration must be updated in a configuration description document. The Contractor will provide user interface specifications, workflow documentation and knowledge transfers through scheduled working sessions, ensuring the Government or the Government's representatives understands the business processes, data requirements and user interface system requirements, demonstration and prototyping environment, and the lessons learned. This is in addition to the documentation produced throughout the project. The period of performance is anticipated to begin in July 2010. The Government anticipates a firm-fixed price (FFP) contract. In the event VA proceeds to a formal request for proposals, VA reserves the right to consider alternative engagement models. This market research is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Any contract that might be awarded based on information received or derived from this market research will be the outcome of a competitive process. The Government is open to considering teaming and prime/subcontractor relationships for this effort. If interested, please submit a Capabilities Statement, limited to ten (10) pages for your company, your teammates and or subcontractors and also denote the business size for North American Industry Classification System (NAICS) Code 541511. Please include company name, company address, and DUNS Number (if applicable). Also, please indicate if you, your teammates and/or subcontractors are a Service Disabled Veteran Owned Small Business or a Veteran Owned Small Business. Respondents should address the following questions: 1.Does your company possess the capabilities to independently provide some or all of the services described above? If not, please describe your team/subcontracting arrangements and/or approach. 2.How would your company propose providing the services? 3.Is your company currently providing similar solutions to another government agency or other non-government customer? If so, please identify the agency or non-government customer. If you are unwilling to share your customer's identity, please address whether your company offers the same or similar services commercially (outside the federal Government.) 4.How would your company utilize agile development in the government environment? If your company is currently providing these services in the government sector, please identify the agency. Responses are requested no later than close of business on May 11th, 2010, via email to iris.farrell@va.gov and anne.vasconcelos@va.gov Point of Contacts: Anne Marie Vasconcelos, Contracting Officer, Department of Veterans Affairs Technology Acquisition Center, Phone (732) 578-5485, Email anne.vasconcelos@va.gov and Iris Farrell, Contract Specialist, Department of Veterans Affairs Technology Acquisition Center, Phone (732) 578-5476, Email iris.farrell@va.gov.
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