SOURCES SOUGHT
H -- Quality of Life Metrics Monitoring
- Notice Date
- 6/23/2010
- Notice Type
- Sources Sought
- Contracting Office
- NBC - Acquisition Services Directorate 381 Elden Street, Suite 4000 Herndon VA 20170
- ZIP Code
- 20170
- Solicitation Number
- N10PS18429
- Response Due
- 7/8/2010
- Archive Date
- 6/23/2011
- Point of Contact
- Mary J. Carver Contracting Officer 7039643683 mary.carver@aqd.nbc.gov;
- E-Mail Address
-
Point of Contact above, or if none listed, contact the IDEAS EC HELP DESK for assistance
(EC_helpdesk@NBC.GOV)
- Small Business Set-Aside
- N/A
- Description
- 24 June 2010 To:Interested Offerors From:Sharon Hallinan, Contracting Officer, Acquisition Services Directorate, National Business Center, Department of the Interior Subject:RFI # N10PS18429; Titled: Quality of Life Metrics Monitoring Purpose:To provide the vendor community with information and instructions related to the RFI. The Department of the Interior (DOI), National Business Center (NBC), Acquisition Services Division (AQD) has a requirement for development and implementation of a comprehensive surveillance program. This surveillance program is to include methods for inspections, monitoring techniques and random sampling of high-volume call centers, program website, and counseling services follow-up. Also included in this program should be a solution method to measure the quality and efficiency of Quality of Life (QOL) services rendered to both military members and their families on various installations throughout the United States (CONUS) and Overseas (OCONUS). Contractor assistance is needed in developing and performing an effective and systematic surveillance method of monitoring contractor performance and overall quality of service received. Contractor will propose "best practice" methods for individual validation and verification of the following metrics: 1.Call Center telephone service: speed of answer, abandoned rate, average hold time, messages taken, and other telephone metrics. 2.Counseling/Case Management: clinical quality, follow-up activity, fulfillment of materials, service breakdowns/failures, and other case metrics. 3.User Satisfaction: overall satisfaction with the service and satisfaction with the educational materials. 4.Educational and Informational Materials: timeliness of distribution. 5.Service Level Experts: contacts with DoD/Service-level POCs, number and quality of installation briefings; conferences and trade shows attended. 6.Website Satisfaction: User satisfaction 7.Face-to-Face, Problem-Solving Counseling: Clinical appropriateness of services provided; services provided in an appropriate time frame. 8.Provider Network: Provision of Face-to-Face, Problem-Solving Counseling services within appropriate distance from client or available within a set amount of time for callers. Transfer of case data to 1-800/Website contractor within three (3) business days of final session with face-to-face counselor. This Sources Sought notice is not an issuance of a solicitation or a request for proposal, and the information presented in this announcement will not obligate the DOI in any manner. CONTRACTOR SUBMISSIONS Interested parties should submit the following information in their Statement of Qualifications (SOQs): 1) Business name, address, DUNS, cage code, phone number, email address, and socioeconomic classification, including any letters, certificates, or similar documentation indicating such status. 2) Technical capabilities including clear evidence of the firm's experience (list no more than 5 projects and limit one page per project) performing work of a similar type, scope and nature to the above work the government is now requesting assistance in accomplishing. The experience should be identified by: contract numbers, government agency/organization issuing the contract, project titles, dollar amounts, current status (completed or in progress with start and completion dates), and points of contacts (both contractor and customer) with telephone numbers, emails, addresses, etc. Indicate if the firm was a prime or subcontractor (if subcontractor on the project, provide prime contractor information). Description of items/services provided under the contract. 3) Identify any existing contract vehicles that would be appropriate for this requirement i.e. GSA Schedule, NASA SEWP, etc. 4) Identify NAICS codes appropriate for this requirement. 5) Provide an estimated dollar amount for this type of work identified by the base period and each option period. 6) Provide comments and feedback regarding the RFI. Original RFI is also located at http://www.aqd.nbc.gov/solicitation. The purpose of the RFI is to afford the public an opportunity to comment on best practices and critical elements that should be included in the SOW. Any comments provided should not be viewed as a vehicle for presenting a specific approach to be proposed, but as an opportunity to improve an eventual solicitation package. Interested parties must respond to this notice no later than 8 July 2010. Questions and SOQs submitted by a method other than electronic mail shall not be accepted and shall not be answered. DO NOT SEND GENERIC HARD COPY ADVERTISING OR PROMOTIONAL MATERIALS AS THEY WILL BE DISCARDED. If you have responded to any previous email messages or had other communications with our office regarding preliminary market research for this project, please be advised that it will be necessary for you to respond to this Sources Sought request and the items contained herein. THIS IS NOT A SOLICITATION AND SHOULD NOT BE CONSTRUED AS SUCH. PROPOSALS ARE NOT BEING REQUESTED OR ACCEPTED IN CONJUCTION WITH THIS RFI. Rather, the Government is seeking constructive feedback from the vendor community. All information is to be provided on a voluntary basis at no charge to the Government. There is no entitlement to payment of direct or indirect costs related to or arising out of responses received by the Government from interested contractors. All information/materials provided to the government will become the property of the Government and will not be returned. There is no guarantee, expressed or implicit, that the market research for this acquisition will result in a set-aside either competitive or sole source, or of any guarantee of award or particular acquisition strategy developed. Comments/questions regarding this draft RFP shall be forwarded via e-mail only to BOTH of the following contract administrators: Mary.Carver@aqd.nbc.gov AND Christopher.S.Morningstar@aqd.nbc.gov
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/notices/417a5a49cedaf8562a5b64a8b7c73828)
- Place of Performance
- Address: Various locations CONUS and OCONUS
- Zip Code: 203014000
- Zip Code: 203014000
- Record
- SN02185703-W 20100625/100623234820-417a5a49cedaf8562a5b64a8b7c73828 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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