Loren Data's SAM Daily™

FBO DAILY ISSUE OF FEBRUARY 29, 2012 FBO #3749
DOCUMENT

D -- Veteran Relationship Management (VRM), eGain KnowledgeAgent™ or Equal Products - Attachment

Notice Date

2/27/2012
 

Notice Type

Attachment
 

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

VA11812I0225
 

Response Due

3/5/2012
 

Archive Date

4/4/2012
 

Point of Contact

Angel Santos
 

E-Mail Address

0-9647<br
 

Small Business Set-Aside

N/A
 

Description

THIS IS A REQUEST FOR INFORMATION (RFI) ONLY. This request is for planning purposes only, and does not constitute a Request for Proposal, a Solicitation, a Request for Quote or, an indication that the Government will award a contract for the items contained in this RFI. This notice is not to be construed as a commitment on the part of the Government to award a contract, nor does the Government intend to pay for any information submitted as a result of this request. The Government does not reimburse respondents for any costs associated with submission of the information being requested or, reimburse expenses incurred for responses to this RFI. Companies are encouraged to respond if they have the capability and/or capacity to provide the software and services identified below. Respondents should identify their company name, address, email, telephone number and a name and telephone number of a point of contact having the authority and knowledge to clarify responses with government representatives. Respondents are requested to identify any applicable schedule contract numbers and any additional information applicable to this RFI. Submissions are due NO LATER THAN March 05, 2012 at 3:00 P.M. EST. This RFI notice is part of the Government's Market Research, a continuous process for obtaining the latest information from industry, with respect to their current and near-term abilities. Background: The Department of Veterans Affairs (VA) previously procured 2000 perpetual eGain KnowledgeAgent licenses and 150,000 web portal sessions per month in March 2011. To expand the user base to more VA facilities, it was determined that additional licenses and web portal session per month are needed. eGain KnowledgeAgent is currently installed and in production at VA's Austin Information Technology Center in support of the Veterans Relationship Management (VRM) Program Enterprise Knowledge Management (KM) Solution. KnowledgeAgent provides easy access to VA knowledge designated for external use while internal users have easy access to internal VA knowledge appropriate to their authenticated identity and role. Current users are able to propose content that will be vetted to be later accessed and used as knowledge. KnowledgeAgent empowers users with the capability to perform searches on the KM content. Internal users have the capability to generate reports and manage KM operations. Requested Information: VA is seeking qualified vendors capable of meeting VA's requirement for 667 additional concurrent eGain KnowledgeAgent software or equal licenses and 350,000 portal sessions; software maintenance and technical support; functionality training services for both Administrative and User; and consulting service to assist with on boarding new user groups and assisting with problem resolution. If equal brand name software is proposed, the solution must integrate with VA's KM solution and all existing interfaces currently working with the eGain KnowledgeAgent brand name software and meeting the requirements listed below. VA is also seeking information related to the hosting of these eGain licenses in a outsourced or cloud environment. Such environment would support disaster recovery, helpdesk support and the provisioning of a small development environment for future enhancement proof of concepts activities. This environment should be able to support 24 x 7 assistance. Required Software shall include the following features: 1.Search methods "Keyword and intent-based search "Natural language search "Topic tree browsing "Guided help, powered by patented Case-Based Reasoning (CBR) "Content federation: Federated search across web site, contact center, enterprise, community and social content "All access methods behind single search box 2.Search navigation "Relevance-ranked presentation of search results "Keyword matching to metadata for concept or intent-based search, rather than plain keyword search "Best practice guided help for process-centric searches, optimized for contact center agents and customer experience "Ability to hop across search methods to find the answer (for instance, from topic-tree browsing to guided help) The period of performance is anticipated to be a 12-month base period from time of contract award with two (2) twelve (12) month options to be exercised at the discretion of the Government. 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 541519. Also, please indicate if you, your teammates and/or subcontractors are a Service Disabled Veteran Owned Small Business or a Veteran Owned Small Business. *Total e-mail file limit size is restricted to 5MB. Files exceeding this threshold shall be submitted over multiple messages, and be identified as "Message #x of #x". Responses are requested NO LATER THAN March 05, 2012 at 3:00 P.M. EST via email to angel.santos2@va.gov. Please reference VA118-12-I-0225 in the subject line of your response. The official VA contacts for this RFI to whom all requests and communications should be addressed are: Angel Santos, Contract Specialist, Department of Veterans Affairs Technology Acquisition Center, Phone (732) 440-9647, Email angel.santos2@va.gov, and Anne Marie Vasconcelos, Contracting Officer, Department of Veterans Affairs Technology Acquisition Center, Phone (732) 440-9658, Email anne.vasconcelos@va.gov
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/864c9641dbbec96d393d5509d573339f)
 

Document(s)

Attachment
 

File Name: VA118-12-I-0225 VA118-12-I-0225.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=301101&FileName=VA118-12-I-0225-001.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=301101&FileName=VA118-12-I-0225-001.docx

 

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

Record

SN02684064-W 20120229/120227235202-864c9641dbbec96d393d5509d573339f (fbodaily.com)
 

Source

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

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