SOLICITATION NOTICE
R -- Call Forecasting Services for the FRTIB program as a whole and for each call center - RFQ TIB-2012-RFP-0018
- Notice Date
- 11/4/2011
- Notice Type
- Combined Synopsis/Solicitation
- NAICS
- 561422
— Telemarketing Bureaus and Other Contact Centers
- Contracting Office
- Federal Retirement Thrift Investment Board, Office of Financial Service, Office of Financial Service-Procurement and Contracts, 1250 H. Street, N.W., Suite 200, Washington, District of Columbia, 20005, United States
- ZIP Code
- 20005
- Solicitation Number
- TIB-2012-RFP-0018
- Point of Contact
- Marisol Vargas-Busch, Phone: 2029421621
- E-Mail Address
-
marisol.vargas-busch@tsp.gov
(marisol.vargas-busch@tsp.gov)
- Small Business Set-Aside
- N/A
- Description
- PricingSheet Non Disclosure Agreement PWS RFQ This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation. Solicitation Number TIB-2012-RFP-0018 is issued as a Request for Quote (RFQ). This is an unrestricted procurement. The NAICS code is 561422 and the Small Business Size Standard is $7.0 million. The Government intends to award a Firm-Fixed Price contract. DESCRIPTION OF SERVICES. Call Forecasting Services for the TIB (the Agency) program as a whole and for each call center SPECIFIC REQUIREMENTS. The following represents the major tasks to be provided by the Offeror. Additional work may be identified depending upon external factors or new initiatives which affect the call centers. The Offeror shall: 1. Participate in monthly forecast strategy sessions which are held via conference call. These sessions include a review of current forecasts, prior forecast performance, determining forecasting factors to plan for upcoming events, and provide assistance in the implementation of workforce management methodologies. 2. Create and provide the Agency with an advanced copy of the forecast report, one day prior to the monthly forecast conference call, which will be used as the starting point for discussion during the monthly forecast strategy session. 3. Create and provide the Agency with half hourly volume forecasts report by month by site to include call volume forecasts, average handle time (AHT) forecast and phone staffing forecasts. 4. Provide charting of forecast vs. actual volumes, staffing, and other metrics that provide insight on forecast accuracy. 5. Generate a monthly call volume forecast report for a rolling twelve month period that is updated each month along with the interval level forecast. 6. Revise forecasts and provide forecast revision report as requested when events push variance levels higher than desired (typically more than 10 to 15 percent error). 7. Provide future forecast projections report estimated to assist the Agency in its annual budget projection process. The Agency may request these estimates once or twice a year. E-Messaging Feature Implementation. The Agency anticipates implementing a new feature, e-messaging, to a portion of the plan population during the 1st quarter of 2012; and then to the full population in the 2nd quarter. This feature will provide an additional method for plan participants to contact the TSP, in addition to the telephone and mail/fax options currently in use. E-messaging is similar to e-mail, however, participants are required to log into their account on the tsp website in order to use this option as messages and responses will be sent through secure channels. Although the Agency may see a slight decrease in telephone volume, we anticipate this e-message channel to provide another method of contact for those participants who do not have telephone access during our normal business hours. The Agency may require a separate volume forecast for this feature although it has not been determined at what interval. Forecasting for this feature must be done in concert with the telephone call volume forecasts to determine what impact, if any, this feature has on call volumes. PERIOD OF PERFORMANCE. Base Period Date of Award (DOA) through 12 months of performance. Option Period 1 - Expiration of Base Period through 12 months of performance. Option Period 1 - Expiration of Option Period 1 through 12 months of performance. Option Period 2 - Expiration of Option Period 2 through 12 months of performance. Option Period 3 - Expiration of Option Period 2 through 12 months of performance. Option Period 4 - Expiration of Option Period 3 through 12 months of performance. Award of this contract will be made on a competitive best value basis using the "lowest price, technically acceptable" basis. Evaluation will be made to identify all Offerors whose quotes are technically acceptable in accordance with the Specifications of the RFQ. Award will be made to the Offeror, from the pool of technically acceptable quotes, whose cost/price is lowest. Technical acceptability will be determined by evaluating the specific requirements (Call Forecasting Services -items 1 thru 7). Quotes shall conform to the aforementioned specifications. Pricing must be provided in the attached pricing sheet or the offeror will be considered non responsive and will not be eligible for award. Please include the following in your quote: CAGE Code, DUNS number, Tax Identification Number (TIN), Central Contractor Registration status, and GSA Contract Schedule Number (if applicable). Point of Contact: Name: Marisol Vargas-Busch Phone No.: 202-942-1621 E-Mail Address: marisol.vargas-busch@tsp.gov
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/FRTIB/OA/WashingtonDC/TIB-2012-RFP-0018/listing.html)
- Place of Performance
- Address: Federal Retirement Thrift Investment Board (FRTIB), Office of Finance and Procurement, Washington, District of Columbia, 20005, United States
- Zip Code: 20005
- Zip Code: 20005
- Record
- SN02618144-W 20111106/111104233941-bae8db063b7f3ff042726d24ef53979d (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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