SOLICITATION NOTICE
D -- Operator Consolidation
- Notice Date
- 3/3/2011
- Notice Type
- Presolicitation
- NAICS
- 517110
— Wired Telecommunications Carriers
- Contracting Office
- Department of the Air Force, Air Force Materiel Command, Hill AFB OO-ALC, OO-ALC/PKXB, 6038 Aspen Ave (Bldg 1289), Hill AFB, Utah, 84056
- ZIP Code
- 84056
- Solicitation Number
- FA8217-11-R-CALLCTR
- Point of Contact
- Patricia L Hunka, Phone: 801-777-6023
- E-Mail Address
-
patricia.hunka@hill.af.mil
(patricia.hunka@hill.af.mil)
- Small Business Set-Aside
- Total Small Business
- Description
- This RFI is intended to identify interesed parties for the following: Please submit estimated costs and top level, best practice solution ideas. 1.0 Objective The objective of this ROM is to identify an Enterprise solution to consolidate all ACC telephone operator functions into two host call centers (East-Host Call Center and West-Host Call Center). This effort shall include analytical research required to produce an enterprise solution. Offeror shall provide all hardware, software, licensing and training required for the use of the system. The host call centers will be used to remotely handle telephone calls for twelve bases divided between call centers. A key requirement for centralization within ACC is a completely redundant enterprise architecture model where each call center is fully backed-up by the other call center in a COOP fashion. We have identified Beale and Langley for perspective locations with Shaw being 2nd choice for east location and Offutt as 2nd choice for west location. However, we will rely on analytical research provided by the vendor to make final decision. The offeror shall prepare each site to re-home operator assisted calls to their perspective call center, and shall provide all required hardware and software as required for the implied transition. 2.0 Program Requirement ACC has twelve bases with independent telephone operator functions which are contractually provided. Operators are currently base centric and can only respond to incoming/outgoing calls for that particular base (i.e. no ability to share workload between bases). Due to Air Force restructuring missions, the government retains the right to remove any specific base from this task order. 2.1 Place of Performance Beale AFB, CA Langley AFB, VA 2.1.1. Today, most operator services at Air Force bases are provided 24 hours/7days a week. These services include: • directory services • operator assistance (information line) • base locator service • morale calls services supporting deployed and TDY personnel • conference calling (random and preset) • precedence calls and C2 support (initiated, unanswered, diverted, etc.) • Senior level support/local info • documenting, verifying, and maintaining required records 2.1.2. These services are decentralized, base-by-base controlled and operated. The goal is to improve system reliability and interoperability by implementing a common platform throughout ACC, reduce and/or eliminate telephone operator positions thereby reducing total cost of ownership, and improving maintainability by consolidating into two call centers within ACC-command. 3.0 Specific Task The end-state is an automated product that meets the needs of ACC, while standardizing and consolidating the telephone switchboard operator processes and equipment used to provide operator services. The solution shall be incorporated and be interoperable with current Voice Switching System (VSS), Automatic Health and Morale System (AHAMS) and Telecommunications Management System (TMS) architectures, standards, and operating procedures. As we move to IP-based voice switches this solution must be capable of supporting IP interfaces. 3.1 System Certifications The solution(s) shall be on the JITC certified approved product list. Products currently on JITC testing schedule will be considered. All equipment or system installations shall be at the latest JITC certified software version. Offeror shall complete the DoD Information Assurance Certification and Accreditation Process (DIACAP) for a Type accreditation that will be applied across ACC. All information will be loaded into EITDR to ensure an ATO/ATC is issued. 3.2 Database Integration and Sharing The solution will integrate with other CITS network management tools and voice network management tools at the enterprise level. At a minimum, it shall be able to share database information with AHAMS, performance monitoring and alarms, security monitoring, and account management data with the CITS Network Management Systems, TMS and AHAMS. The system shall be open and flexible for quick, end-to-end implementation by integrating easily with third-party call center technologies, such as ACDs, CTI middleware, and enterprise resource planning systems, or other third-party applications and hardware. 3.3 Remote Access and Administration The systems shall provide remote access to the system, database, and file structure for emergency maintenance and system upgrades through both a dedicated port and/or virtual port using remote user authentication as well as physical barriers allowing positive disconnect. Remote access will comply with AFI 33-111, Telephone Systems Management, attachment 7, the DSN Security Technical Implementation Guide (STIG), and other security related guidance as deemed necessary by AFNIC/ECNV and the CITS PMO. Secure, remote access to all appliances must be allowed under a net-centric configuration/architecture. 3.4 Interface to Air Force Switching Systems At a minimum, the solution must be able to process operator call data from all Air Force voice systems supporting telephone operator consoles and systems. This includes, but is not limited to, the Nortel MSL-100/CS-2100, Nortel Meridian 1, and Avaya S8700 voice systems. It is important that the solution selected is vendor independent to provide the Air Force more flexibility in major voice system acquisitions. 3.5 Optimized Service Delivery The solution shall have knowledge management capabilities to allow telephone operators to apply known solutions, rapidly locate relevant information, and quickly handle service issues and requests. Also, it is desirable to be able to apply best practice methodologies to the service resolution process by providing dynamic scripting to intelligently guide interactions, activity templates to guarantee consistent adherence to established procedures, and graphical workflow modeling to enforce Air Force policies and procedures. 3.6 Global Updates in an Inter-Relational Database Administrative updates will globally update all related records in all system components, to include multiple registrar systems as well as base-level appliances, while maintaining database integrity. Enterprise updates will be across the Air Force VPN using appropriate data encryption techniques. This is essential to NOSC-centric three-tier hierarchy management capability. 3.7 Online Help Administrators and clients shall have online help functions and screens designed to assist base-level maintenance personnel and NOSC administrators with hardware and software application maintenance and system parameter definition. Online help screens will provide electronic documentation and user reference aids for user maintenance and configuration of system tools and database (data dictionary). 3.8 Training & Documentation System hardware and application training shall be both in-residence and exportable courseware (Computer Based Training). Also, any special training required for operators shall be identified and provided. The training shall be duty position specific and identified by core and non-core requirements. Documentation shall include all commercial manuals required to maintain the hardware and software platforms. Documentation may be either electronic or standard paper document manuals. 3.9 System Reliability System reliability and maintainability standards will be equal to or better than related industry standards for similar Automated Information System platforms. 3.10 Fault Management and Error Notification The system shall be able to detect applicable errors and equipment faults, determine origin, and provide for automated fault correction or an avenue for manual notification for technician response for corrective actions if automated actions cannot correct the error. System errors and equipment outages will provide for local and remote alarm notification and management activities. Notification of errors and outages will be via visual indication or automated electronic notification at both the local base as well as the remote administrator. 3.11 Metrics, Analytics, and Reporting The system shall include system operations reporting metrics. The system shall have default system reporting tools as defined by common industry practices for like products for the most requested data associated with system use, operations, and administration. The system application will also allow user (administrator) definable reports based on the needs of the system administrators. This may include creation of reporting formats for specific users, base level reporting, MAJCOM, or AF-level. The system shall provide insight and real-time visibility into call center trends. It shall provide the information and analytical tools required to review performance quickly using pre-built or ad hoc analytic reports. From a single, consolidated view, management can analyze performance metrics including resolution times or service levels, account, and agent team. The system shall provide instant visibility into automated logs of modifications to customer information according to customized auditing rules, service and performance metrics, equipment failure rates, operator productivity, and overall customer satisfaction. 4.0 Baseline EFI&T a JITC certified solution to build-out two host call centers (Beale AFB and Langley AFB) and re-home their perspective operator assisted calls. The offeror shall provide all required hardware and software as required for the implied transition and use of the system. 4.1. East - Host Call Center Offeror shall provide analytical research to determine ideal location for the East Host Call Center. This location will provide live operator services to remote bases also determined from analytical research. Offeror shall estimate peak busy hour calls within the core traffic types identified in paragraph 2.1.1. Based off traffic studies, offeror shall estimate number of operators required in order to handle the projected peak traffic load within the current de-centralized or standalone base environments. Analytical data shall identify raw savings by reducing and/or eliminating operator positions, thus reducing total cost of ownership. 4.2. West - Host Call Center Offeror shall provide analytical research to determine ideal location for the West Host Call Center. This location will provide live operator services to remote bases also determined from analytical research. Offeror shall estimate peak busy hour calls within the core traffic types identified in paragraph 2.1.1. Based off traffic studies, offeror shall estimate number of operators required in order to handle the projected peak traffic load within the current de-centralized or standalone base environments. Analytical data shall identify raw savings by reducing and/or eliminating operator positions, thus reducing total cost of ownership. Note: Separate contract will be solicited to provide personnel to answer operator assisted calls at each call center..0 Objective The objective of this RFI is to identify an Enterprise solution to consolidate all ACC telephone operator functions into two host call centers (East-Host Call Center and West-Host Call Center). This effort shall include analytical research required to produce an enterprise solution. Offeror shall provide all hardware, software, licensing and training required for the use of the system. The host call centers will be used to remotely handle telephone calls for twelve bases divided between call centers. A key requirement for centralization within ACC is a completely redundant enterprise architecture model where each call center is fully backed-up by the other call center in a COOP fashion. We have identified Beale and Langley for perspective locations with Shaw being 2nd choice for east location and Offutt as 2nd choice for west location. However, we will rely on analytical research provided by the vendor to make final decision. The offeror shall prepare each site to re-home operator assisted calls to their perspective call center, and shall provide all required hardware and software as required for the implied transition. 2.0 Program Requirement ACC has twelve bases with independent telephone operator functions which are contractually provided. Operators are currently base centric and can only respond to incoming/outgoing calls for that particular base (i.e. no ability to share workload between bases). Due to Air Force restructuring missions, the government retains the right to remove any specific base from this task order. 2.1 Place of Performance Beale AFB, CA Langley AFB, VA 2.1.1. Today, most operator services at Air Force bases are provided 24 hours/7days a week. These services include: • directory services • operator assistance (information line) • base locator service • morale calls services supporting deployed and TDY personnel • conference calling (random and preset) • precedence calls and C2 support (initiated, unanswered, diverted, etc.) • Senior level support/local info • documenting, verifying, and maintaining required records 2.1.2. These services are decentralized, base-by-base controlled and operated. The goal is to improve system reliability and interoperability by implementing a common platform throughout ACC, reduce and/or eliminate telephone operator positions thereby reducing total cost of ownership, and improving maintainability by consolidating into two call centers within ACC-command. 3.0 Specific Task The end-state is an automated product that meets the needs of ACC, while standardizing and consolidating the telephone switchboard operator processes and equipment used to provide operator services. The solution shall be incorporated and be interoperable with current Voice Switching System (VSS), Automatic Health and Morale System (AHAMS) and Telecommunications Management System (TMS) architectures, standards, and operating procedures. As we move to IP-based voice switches this solution must be capable of supporting IP interfaces. 3.1 System Certifications The solution(s) shall be on the JITC certified approved product list. Products currently on JITC testing schedule will be considered. All equipment or system installations shall be at the latest JITC certified software version. Offeror shall complete the DoD Information Assurance Certification and Accreditation Process (DIACAP) for a Type accreditation that will be applied across ACC. All information will be loaded into EITDR to ensure an ATO/ATC is issued. 3.2 Database Integration and Sharing The solution will integrate with other CITS network management tools and voice network management tools at the enterprise level. At a minimum, it shall be able to share database information with AHAMS, performance monitoring and alarms, security monitoring, and account management data with the CITS Network Management Systems, TMS and AHAMS. The system shall be open and flexible for quick, end-to-end implementation by integrating easily with third-party call center technologies, such as ACDs, CTI middleware, and enterprise resource planning systems, or other third-party applications and hardware. 3.3 Remote Access and Administration The systems shall provide remote access to the system, database, and file structure for emergency maintenance and system upgrades through both a dedicated port and/or virtual port using remote user authentication as well as physical barriers allowing positive disconnect. Remote access will comply with AFI 33-111, Telephone Systems Management, attachment 7, the DSN Security Technical Implementation Guide (STIG), and other security related guidance as deemed necessary by AFNIC/ECNV and the CITS PMO. Secure, remote access to all appliances must be allowed under a net-centric configuration/architecture. 3.4 Interface to Air Force Switching Systems At a minimum, the solution must be able to process operator call data from all Air Force voice systems supporting telephone operator consoles and systems. This includes, but is not limited to, the Nortel MSL-100/CS-2100, Nortel Meridian 1, and Avaya S8700 voice systems. It is important that the solution selected is vendor independent to provide the Air Force more flexibility in major voice system acquisitions. 3.5 Optimized Service Delivery The solution shall have knowledge management capabilities to allow telephone operators to apply known solutions, rapidly locate relevant information, and quickly handle service issues and requests. Also, it is desirable to be able to apply best practice methodologies to the service resolution process by providing dynamic scripting to intelligently guide interactions, activity templates to guarantee consistent adherence to established procedures, and graphical workflow modeling to enforce Air Force policies and procedures. 3.6 Global Updates in an Inter-Relational Database Administrative updates will globally update all related records in all system components, to include multiple registrar systems as well as base-level appliances, while maintaining database integrity. Enterprise updates will be across the Air Force VPN using appropriate data encryption techniques. This is essential to NOSC-centric three-tier hierarchy management capability. 3.7 Online Help Administrators and clients shall have online help functions and screens designed to assist base-level maintenance personnel and NOSC administrators with hardware and software application maintenance and system parameter definition. Online help screens will provide electronic documentation and user reference aids for user maintenance and configuration of system tools and database (data dictionary). 3.8 Training & Documentation System hardware and application training shall be both in-residence and exportable courseware (Computer Based Training). Also, any special training required for operators shall be identified and provided. The training shall be duty position specific and identified by core and non-core requirements. Documentation shall include all commercial manuals required to maintain the hardware and software platforms. Documentation may be either electronic or standard paper document manuals. 3.9 System Reliability System reliability and maintainability standards will be equal to or better than related industry standards for similar Automated Information System platforms. 3.10 Fault Management and Error Notification The system shall be able to detect applicable errors and equipment faults, determine origin, and provide for automated fault correction or an avenue for manual notification for technician response for corrective actions if automated actions cannot correct the error. System errors and equipment outages will provide for local and remote alarm notification and management activities. Notification of errors and outages will be via visual indication or automated electronic notification at both the local base as well as the remote administrator. 3.11 Metrics, Analytics, and Reporting The system shall include system operations reporting metrics. The system shall have default system reporting tools as defined by common industry practices for like products for the most requested data associated with system use, operations, and administration. The system application will also allow user (administrator) definable reports based on the needs of the system administrators. This may include creation of reporting formats for specific users, base level reporting, MAJCOM, or AF-level. The system shall provide insight and real-time visibility into call center trends. It shall provide the information and analytical tools required to review performance quickly using pre-built or ad hoc analytic reports. From a single, consolidated view, management can analyze performance metrics including resolution times or service levels, account, and agent team. The system shall provide instant visibility into automated logs of modifications to customer information according to customized auditing rules, service and performance metrics, equipment failure rates, operator productivity, and overall customer satisfaction. 4.0 Baseline EFI&T a JITC certified solution to build-out two host call centers (Beale AFB and Langley AFB) and re-home their perspective operator assisted calls. The offeror shall provide all required hardware and software as required for the implied transition and use of the system. 4.1. East - Host Call Center Offeror shall provide analytical research to determine ideal location for the East Host Call Center. This location will provide live operator services to remote bases also determined from analytical research. Offeror shall estimate peak busy hour calls within the core traffic types identified in paragraph 2.1.1. Based off traffic studies, offeror shall estimate number of operators required in order to handle the projected peak traffic load within the current de-centralized or standalone base environments. Analytical data shall identify raw savings by reducing and/or eliminating operator positions, thus reducing total cost of ownership. 4.2. West - Host Call Center Offeror shall provide analytical research to determine ideal location for the West Host Call Center. This location will provide live operator services to remote bases also determined from analytical research. Offeror shall estimate peak busy hour calls within the core traffic types identified in paragraph 2.1.1. Based off traffic studies, offeror shall estimate number of operators required in order to handle the projected peak traffic load within the current de-centralized or standalone base environments. Analytical data shall identify raw savings by reducing and/or eliminating operator positions, thus reducing total cost of ownership. Note: Separate contract will be solicited to provide personnel to answer operator assisted calls at each call center.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/USAF/AFMC/OOALC/FA8217-11-R-CALLCTR/listing.html)
- Place of Performance
- Address: See above., United States
- Record
- SN02392879-W 20110305/110303234813-d51626ca1f5a4a78c4063b7bf478f3f4 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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