Loren Data's SAM Daily™

FBO DAILY ISSUE OF FEBRUARY 12, 2011 FBO #3367
DOCUMENT

D -- VA Telephone Service Transformation Executive Dashboards and Scorecards - Attachment

Notice Date

2/10/2011
 

Notice Type

Attachment
 

NAICS

541511 — Custom Computer Programming Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;260 Industrial Way West;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11811RI0179
 

Response Due

2/23/2011
 

Archive Date

4/24/2011
 

Point of Contact

Sarah H Basilotto
 

E-Mail Address

ct
 

Small Business Set-Aside

N/A
 

Description

VA Telephone Service Transformation Executive Dashboards and Scorecards Request for Information (RFI) Background The Veteran Relationship Management (VRM) Program was established in response to several key challenges that Veterans, service members, and their dependents experience when seeking information and services from the Department of Veterans Affairs (VA). Modernization of our telephony capabilities and our agents' ability to resolve Veteran's issues is a primary focal point of the VRM program. As such, the VA Telephone Service Transformation VRM (VTST) project was established under VRM in response to Secretary Shinseki's interest in having a plan developed that charts a course for transformation of the VA call centers. VTST will chart a course to answer the phones consistently and efficiently and to provide an accurate and complete answer. The overarching goal of this project is to provide world-class customer service, reasonable wait times, stellar quality, and a consistent overall call experience across all Administrations and all lines of business. Capabilities The purpose of this Request for Information (RFI) is to determine the products and vendors capable of meeting the Department of Veterans Affairs (VA) requirements for the Veterans Relationship Management (VRM) executive dashboards and agent scorecards. The VA has identified the following requirements: 1.Integration capability with various telephony platforms potentially including, but not limited to, Cisco, Avaya, NEC, Tadiran and Nortel. 2.Integration capability with various agent monitoring platforms potentially including, but not limited to, Nice and Verint. 3.Integration capability with various CRM platforms potentially including, but not limited to, Siebel and Microsoft Dynamics. 4.Integration capability with various workforce management platforms potentially including, but not limited to, IEX (Nice), Blue Pumpkin (Verint) and Aspect. 5.Easy-to-use web-based self-service reporting capability for those environments where integration is not immediately available. 6.Contact center executive dashboards that include: a.Interactive charts and graphics b.Service metrics - including average speed of answer, call abandon rate and contact center service metrics c.Summarized agent productivity/cost metrics - including average handle time, occupancy and cost/call d.Attendance and adherence metrics by site or queue e.Quality metrics by site or queue f.Customer satisfaction by site or queue g.Trend identification that highlights areas of potential opportunity or metrics that are not being achieved h.Ability to customize the above 7.Contact center management dashboards that include: a.Interactive charts and graphics b.Service metrics - including average speed of answer, call abandon rate and contact center service metrics c.Detailed agent productivity/cost metrics - including average handle time, occupancy and cost/call d.Attendance and adherence metrics by site and by agent e.Quality metrics both summarized and by agent f.Customer satisfaction, both summarized and by agent g.Trend identification that highlights areas of potential opportunity or metrics that are not being achieved h.Ability to customize the above 8.Contact center agent scorecards that include: a.Interactive charts and graphics b.Service metrics - including average speed of answer, call abandon rate and contact center service metrics c.Summarized agent productivity/cost metrics - including average handle time, occupancy and cost/call d.Attendance and adherence metrics e.Quality metrics f.Customer satisfaction g.Ability to document coaching sessions and action plans h.Ability to customize the above 9.For the executive dashboards, management dashboards and agent scorecards referenced above it should be possible to run reports on an intraday, daily, weekly, monthly, quarterly and annual basis. Submission Guidelines VA is seeking product information focusing on the requirements identified above. VA requests interested product providers to provide answers to the following questions: 1.Does your product/product line provide the described requirements? If so, which product/product line? Please provide detail as to how the product/product line meets the underlying requirements. 2.If the functionality is a discriminator in the market place for your product what discriminating functionality makes it stand out from similar functionality in other products? 3.For product discriminator functionality, provide current product technical documentation (include document reference and copies of specific pages from user guide, programming interface manual, or other product information) 4.Describe the applications and user community of your three largest, enterprise-wide customers, both Federal/State and Commercial. 5.If requested, and with a signed non-disclosure agreement, may the Government review technical documentation (user guides, design/architecture guides, programming guides) for your product(s)? 6.Please provide Rough Order of Magnitude (ROM) pricing for each of the following categories: a.Initial software licensing costs b.Initial hardware costs c.Initial development and integration cost, this may be expressed either on a cost/location, a cost/agent or as a fixed fee range d.Ongoing software licensing costs e.Ongoing maintenance costs f.Any other ongoing recurring expected costs Acquisition Information 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 future development and deployment. 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 541512. 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. Responses are requested no later than close of business on February 23, 2011, via email to sarah.basilotto@va.gov and anne.vasconcelos@va.gov. Point of Contact: Anne Marie Vasconcelos Contracting Officer Department of Veterans Affairs Technology Acquisition Center Phone (732) 578-5485 Email anne.vasconcelos@va.gov Point of Contact: Sarah Basilotto Contract Specialist Department of Veterans Affairs Technology Acquisition Center Phone (732) 578-5463 Email sarah.basilotto@va.gov
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/0dc681f0bdef7dbafcdb338820cfd03f)
 

Document(s)

Attachment
 

File Name: VA118-11-RI-0179 VA118-11-RI-0179.doc (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=175560&FileName=VA118-11-RI-0179-000.doc)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=175560&FileName=VA118-11-RI-0179-000.doc

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN02378001-W 20110212/110210234957-0dc681f0bdef7dbafcdb338820cfd03f (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

---

| FSG Index  |  This Issue's Index  |  Today's FBO Daily Index Page |