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FBO DAILY - FEDBIZOPPS ISSUE OF JANUARY 12, 2013 FBO #4067
DOCUMENT

D -- Enterprise Voice System Pilot - Attachment

Notice Date: 1/10/2013
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: VA11813I0085
Archive Date: 3/11/2013
Point of Contact: Justin Helfman
Small Business Set-Aside: N/A
Description: Request For Information (RFI) for Office of Enterprise Communications (OEC) and Office of Information Security (OIS) Enterprise Voice System Proof of Concept Introduction: This is a request for information only. Do not submit a proposal or quote. As a part of the Department of Veterans Affairs (VA) Technology Acquisition Center (TAC) market research process, this request for information (RFI) will be used to assist VA in finalizing the Enterprise Voice System Proof of Concept Performance Work Statement (PWS) and formulating an acquisition strategy. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. Your response to this RFI will be treated only as information for the Government to consider. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. This request does not constitute a solicitation for proposals or the authority to enter into negotiations to award a contract. No funds have been authorized, appropriated or received for this effort. Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI. The effort shall provide Enterprise Voice System (EVS) at three (3) Proof-of-Concept (PoC) sites (a PoC site is defined as a main medical center(s). This market research will assist the Government in determining interested parties. Nothing in this document should be considered binding or in any way obligate VA to perform. We welcome comments or suggestions on any part of this document. Responses to this RFI are requested by 3:00 P.M. Eastern Time on January 24, 2013. NOTE: Exeter and KTC/Booz Allen Hamilton are Contractors that have participated in the pre-award documentation and will have access to all information and documentation provided. Questions and Critical Considerations for interested Contractors: Responses to this RFI by interested parties will be used as part of market research by VA representatives to finalize the PWS and develop the acquisition strategy. 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 RFI will be the outcome of a competitive process. This announcement is based upon the best information available, is subject to future modification, is not a request for proposal, and in no way commits the Government to award of a contract. The VA will not be responsible for any costs incurred by responding to this RFI. This is a request for information (RFI) only. It is requested that all companies interested in participating in this effort please note their interest, provide which Contract Vehicles they are a part of, and provide indication of their respective capabilities to perform the effort as described in the paragraphs below. The page limit for RFI responses is 35 pages. Drawings may be included as attachments and not counted against the page limit imposed. It is also requested that the prospective Contractor respond to the following questions: 1.Has the draft PWS and associated attachments provided sufficient detail to describe the technical and functional requirements that encompass the desired implementation? ______ YES _______ NO (if No, answer question 2) 2.If "NO", please provide your technical and functional comments/recommendations on elements of the draft PWS that may contribute to development of a more accurate proposal submission and efficient, cost effective Enterprise Voice Systems solution. 3.What additional details are needed beyond what is provided in the attachment to successfully price out and design the Enterprise Voice Systems solution Proof of Concept? 4.Identify the relevant technical impacts that the physical location of the Core will have on the ultimate Enterprise Voice Systems solution. (PWS Section 4.2 and Addendum D, Section D2) 5.Referencing Industry Best Practices, provide insight into the integration considerations, risks and processes that differentiate the three approaches for implementing the Enterprise Voice System solution Proof of Concept: a full replacement of the existing voice equipment, a partial replacement/integration of the existing voice equipment, and complete reuse of existing voice equipment. 6.Provide an aggressive planning and implementation timeline with major milestones from the time of award to steady state for the Proof of Concept solution (PWS Section 5.2.1) 7.Provide insight into special considerations and telephony capabilities that need to be taken into account when transitioning voice services for Life Safety/Healthcare facilities such as hospitals and clinics. List out and define. 8.What is the Contractor's standard equipment warranty policy? (PWS Section 5.5) 9.Provide a recommended proactive monitoring and management approach for a large, enterprise wide, geographically distributed, and multi-vendor VoIP environment. The proactive monitoring and management approach should include but is not limited to: operational status, server metrics (CPU, memory, processes, Disk, Services), call metrics (voice quality (jitter, latency, packet loss, MOS), disconnect cause, call categories), phone metrics (call history, phone status, phone configuration), gateway metrics (interface type, channel availability, utilization), route pattern metrics (route pattern status, route list/group status, member endpoints), media server metrics (conference bridge, transcoder, music on hold, media termination points), trunk metrics (utilization, gatekeeper registration status), and voicemail metrics (service availability, voice mail port usage, fax over configuration, unity subscriber, Exchange service status, mailbox sizing). (Addendum D, Section D4.3) 10.Describe the challenges, risks and mitigation strategies of managing a VoIP solution in a large enterprise environment with multiple owners/operators. (Addendum D, Section D4.2) 11.Describe the visibility required to manage the service levels in an enterprise voice environment. If you have additional recommended SLAs, please provide them. (PWS Section 5.5 & Addendum D, Section D4.2) 12.Provide a preference or recommended pricing structure, including recurring and non-recurring costs, for a performance managed program and rationale for why that structure is most beneficial to VA and the potential Contractor. 13.Describe failure scenarios of the voice or network infrastructure that would cause a voice service outage at one or more locations and the technical approaches that would minimize or eliminate a voice service outage in each of the described scenarios. 14.Identify potential risks to and mitigation strategies for perimeter security associated with VoIP, including addressing support of 802.1X authentication standard to the deskset. Would devices support VA PKI (public key infrastructure) certificates and VA's X.509 standard? 15.List any large scale enterprise voice solution capabilities that cannot be provided using an open standard; e.g., the capability is only available through use of a proprietary protocol. 16.Identify potential impacts (risks, challenges, and benefits) of implementing a 2-tier versus a 3-tier solution and how the Proof of Concept sites will be impacted in the event that the proposed solution is scaled to the VA Enterprise level (geographic and user growth). (Addendum D, Section D2) Fill out the attached chart in accordance with your Enterprise Voice System. IdentifierEVS Automatic Call Distribution FeatureY or NComments 1.0Provide the ability for calls to be distributed to call agents via EVS telephony 1.1Provide the ability to integrate the ACD information with a workforce management (WFM) solution 1.2Provide the ability for calls to be routed to a specific group of users 1.3Provide the ability for call agents to receive incoming calls in order of their arrival 1.4Provide music on hold and the ability to integrate at a minimum of four scripts 1.5Provide the ability for administrator/supervisor to log phones/agent out of hunt groups 1.6Provide the ability for staff to log into any phone and receive their personal and queue phone calls 1.7Provide the ability to distribute calls to no less than 30 agents 1.8Provide the ability to distribute calls to no less than 30 groups 1.9Provide the ability to distribute calls to support different hours of operation 1.10Provide the ability for the call agent to designate status as available to take a call. 1.11Provide the ability for the call agent to designate when he/she is not available. 1.12When an agent is available, provide the ability for the waiting call agent to be connected to the incoming call 1.13Automatically present the next call to the call agent without requiring any action by the call agent (auto-enter) 1.14If an agent is not available within a prescribed interval, provide the ability for all unanswered calls to be placed in the call-waiting queue and connected to delay announcements at pre-set time intervals 1.15If a routed call is not answered within a specified period of time, provide the ability to return the call to the priority queue 1.16Provide the ability to route the caller from an automated recording (exit point) to an agent 1.17 Provide the ability for the caller to hear announcements that provide an estimate on the time remaining before an agent will be available based on an ongoing dynamic sampling of relevant data for each established queue or group such as, average speed of answer, number of available agents 1.18Provide the ability to create customized announcements for the caller to hear while waiting for an agent 1.19Provide the ability to distribute incoming calls on a First In First Out (FIFO) basis 1.20Provide the ability to distribute phone calls from a single telephone number to a group of telephones (hunt group) 1.21Provide the ability to track/identify calls that have been auto forwarded 1.22Provide the ability for the announcements to not influence the placement of a call in the queue 1.23Provide the ability for the queue to always be served sequentially based on the time in queue and/or skill 1.24Provide customizable call handling functionality based upon skill-based routing and longest call waiting 1.25Provide the ability for the next call in queue to be distributed to the agent who has been idle longest 1.26Provide the ability for a call to be moved to another agent within the same queue 1.27Provide the ability for a call to be moved to another queue if one queue has too many calls 1.28Provide the ability for a call surge capacity via IVR/ACD routing functionalities to include overflow capabilities to 3rd party sites 1.29Provide the ability to allow an agent to answer multiple queues 1.30Provide the ability for an administrator/supervisor to prioritize groups of callers in the queue 1.31Provide skill prioritization functionality by agent (e.g., when an agent is available and two there are two calls waiting, the skill set (queue) with the highest priority for the agent will be answered first rather than the longest call waiting) 1.32Provide the ability for administrator/supervisor to adjust the weighting factor for agents to receive calls 1.33Provide IVR availability 24/7/365 1.34After an agent completes the call or transfer function, provides the ability for the call agent to answer another incoming call. Note: a completed call includes wrap-up time 1.35Provide the ability for the administrator/supervisor to manually force a call agent to go back to available or unavailable 1.36Provide the ability to configure time post call to be used as call wrap-up 1.37Provide the ability for the administrator/supervisor to schedule time when agents are not available 1.38Provide the ability for the administrator/supervisor to schedule or mark call agents as available when the scheduled time off has completed 1.39Provide the ability for the call agent to receive an alert when the time off period has been exceeded 1.40Provide the ability for the administrator to associate a specific group of lines or line groups with a designated group of agents who have specific skills (for example interpreter) 2.0Provide the ability for the administrator/supervisor to configure the following routing capabilities: 2.1Number of queues 2.2Queue announcements 2.3Skill-based routing to specific agents or groups 2.4Provide the ability to amend the list of skills used to route calls to agents 2.5Amount of time in queue before an overflow is determined 2.6Number of calls in a queue before an overflow situation is determined 2.7Modification of routing by date and time 2.8Modification of routing by location 2.9Provide the ability for the administrator/supervisor to amend the skills associated with a given call agent 2.10Provide the ability for the administrator/supervisor to configure at least 10% of agent positions with the capability of having two headsets 2.11Provide the ability to automatically disconnect after hours calls after the announcement 2.12Provide the ability to automatically or manually route after hours calls to the Weekends, Holidays, Evenings, and Nights (WHEN) customer care or other numbers as required 2.13Provide the ability to inform the Veteran when their afterhours call has been routed to the WHEN customer care or other agent 2.14Provide the ability for the call agent and administrator/supervisor to log-into the system by using an ID number or specified log-on key on the instrument 2.15Provide the ability for the call agent and administrator/supervisor to log out of the system 2.16Provide the ability for call agents to designate various work statuses on their phones (for example, ready, work, break, special project, supervision, training, etc.) 2.17Provide the ability to notify the user of the status of calls on a real-time basis 2.18Provide the ability to notify the user (audio and/or visual) that there is a call waiting in the queue 2.19Provide the ability for the administrator/supervisor to notify (audio and/or visual) agents that there is a call(s) in the queue 2.20Provide the ability for agents to refer callers to voice mail or other service options 3.0Provide the ability for the caller to utilize the following IVR capabilities 3.1Provide the ability for the caller to utilize self-service options through touch tone (the caller selects the number that corresponds to the option that they want), directed speech (recording of predetermined options and the caller speaks the option that they want), and text to speech 3.2Provide the ability to utilize native language spoken by the caller to route the call to the correct office/department or agent 3.3Provide the ability for the caller to hear IVR options presented using Directed Voice (computer generated voice) for selected Line of Business (LOB) segments 3.4Provide the ability for up to nine (9) IVR calling trees per site 3.5Provide the ability for the caller to replay the options multiple times 3.6Provide the ability for callers who are waiting in the queue or on hold to hear announcements 3.7Provide the ability to notify caller their call may be monitored or recorded 3.8Provide the ability for the administrator/supervisor to configure the IVR 3.9Provide the ability for the administrator/supervisor to update general information and announcements to callers 3.10Provide the ability for VA personnel to configure a message and routing point to be used in emergency situations 3.11Provide the ability for the administrator/supervisor to add, delete, and change IVR options 3.12Provide administrators/supervisors with Remote Audio Update (RAU) capabilities to add, delete, and change messages associated with IVR menus and toll free numbers 3.13Provide the ability for the administrator/supervisor to add, delete, and change IVR routing exit points 3.14Provide the ability for the administrator/supervisor to add and delete IVR tiers presented to the caller (each tier has multiple options for the caller to select) 3.15Provide the ability for administrators/supervisors to input new information or broadcast messages that update the IVR in real time 3.16Provide the ability for the administrator/supervisor to implement editorial changes in the IVR on a 24 hour/7 days a week basis 3.17Provide the ability for the administrator/supervisor to use the IVR to play music to the callers waiting in the queue 3.18Provide the ability to play the music immediately following the initial and delay announcements and whenever a call is on hold 3.19Provide the ability for the administrator/supervisor to record announcements that will be played to the callers 3.20Provide the ability for the administrator/supervisor to turn-off the speech self-service features 3.21Provide the ability for the administrator/supervisor to turn-on the speech self-service features 3.22Provide the ability for the caller to request a call back 3.23Provide the ability for the administrator/supervisor to gather information about how the caller uses the IVR 3.24Provide the ability for the administrator/supervisor to retrieve caller responses to IVR self-service 3.25Provide the ability for the inbound caller (Veteran, family member or advocate) to identify themselves using a unique identifier provided by the caller 3.26Provide the user the ability to view information about the identity of the inbound caller if relevant information about the caller is already available in the system 3.27Provide CTI functionality to prepopulate caller information, scheduled appointments, etc. 3.28Provide the ability to use the recorded caller's response to route the call to the appropriate agent/customer care/area 3.29Provide the ability for the caller to access the knowledge management system from the IVR 4.0Provide the ability for the administrator/supervisor to monitor agent calls on a real-time basis 4.1Provide the ability for each administrator/supervisor to listen in on a telephone conversation between an agent and outside caller 4.2Provide the ability for the service observation feature to operate silently and not give an indication of monitoring by audible clicks, changes in volume 4.3Provide the ability to notify the agent that his/her call is being monitored 4.4 Provide the ability for the administrator/supervisor to turn-off the agent notification that his/her call is being monitored 4.5Provide the ability for the administrator/supervisor to barge in and take over a call from a call agent 4.6Provide the ability for the call agent to alert an administrator/supervisor that assistance is needed 4.7Provide the ability for the administrator/supervisor to continuously monitor an agent's call, rather than monitoring a specific call 4.8Provide the ability to alert the administrator/supervisor when a call agent is not available for longer than the specified period of time 4.9Provide the ability for the call agent and administrator/supervisor to view the number of calls in the queue (wall mounted board and/or rolling electronic desktop view) 4.10Provide the ability for the call agent and administrator/supervisor to view the length of time calls have been waiting in the queue (wall mounted board and/or rolling electronic desktop view) 4.11Provide the ability for the call agent and administrator/supervisor to hear the number of calls in the queue 4.12Provide the ability for the call agent and administrator/supervisor to hear the length of time calls have been waiting in the queue 5.0Provide callers the ability to use automated call back features 5.1Provide the ability for site to manage call back process, allowing agents to manually call back a number left in call back queue or have the system automatically call the first person in the call back queue when an agent becomes available 5.2Provide the ability for the caller to hang-up the call, but remain in the queue (virtual queue) and receive a call back when he/she reaches the first position in the queue 5.3Provide the ability to allow the caller to schedule the time of the call back at a specific telephone number 5.4Provide the ability to configure the trigger point for the automated call back feature based upon time of day, maximum wait time, average wait time 5.5Provide the ability for the automated call back feature to ask the caller to verify his/her identity 5.6Provide the ability for the automated call back feature to allow sufficient time once the call has been answered for the caller to reach the handset 5.7Provide the ability for the automated call back feature to provide the option to the individual who answers the call to be called back in 15 (configurable) minutes (up to 2 times-configurable) 5.8Provide the ability for the automated call back feature to capture the incoming call number (Automatic Number Identification (ANI)) 5.9Provide the ability for the caller to enter a defined call back number for the automated call back feature to use 5.10Provide the ability for the automated call back feature to capture current caller numbers for phones that are not Dual Tone Multi Frequency (DTMF) (not touch tone phones) 5.11Provide the ability for the automated call back feature to capture current caller numbers of phones that use extensions 5.12Provide the ability for VA personal to build a list of incoming phone numbers (ANI's) that can be blocked from call back in future by the automated call back feature. NOTE - This feature is to prevent prank calls, or abuse of the system 5.13Provide the ability for the administrator/supervisor to prevent automated international call backs 5.14Provide the ability for the administrator/supervisor to restrict automated call back feature to for certain area codes (900, 977, etc.) 5.15Provide the ability for the systems administrator to configure the number of automated redial attempts that the call back feature will conduct in the event that a call back is unanswered or is routed to a fax machine 5.16Provide the ability for the automated call back feature to leave a personalized recorded message if the call is not answered within a predefined number of attempts 5.17Provide the ability for the administrator/supervisor to turn off the automated call back feature 5.18Provide the ability for the administrator/supervisor to view/print a report of automated call back features including: 5.19Total calls utilizing virtual hold 5.20Estimated wait time vs. actual wait time for first attempted call back 5.21Acceptance rate (caller acceptance of the offer of a call back) vs. stated queue depth (threshold of when the call back feature is offered as established by organization) 5.22Provide the ability for the administrator/supervisor to prevent scheduled call backs under the following conditions: 5.23Telephone Management Application (TMA) and date 5.24Projected busy times 5.25When offices are closed 5.26Provide the ability for the automated call back feature to offer the caller a recommended time slot for a call back 5.27Provide the ability for administrator/supervisor to view/print a report of failed automated call back attempts (document attempts to call back Veteran) 5.28Provide the ability for the caller to specify the time zone that he/she wants the call returned 5.29Provide the ability for the automated call back feature to accommodate callers in multiple time zones by estimating the time zone of the caller based on ANI (may be incorrect because of cell phones or other routing issues) 5.30Provide the ability to create reports of individual call back attempts including date/time call was scheduled; reconnect attempts, successful connection date/time. 6.0Provide the ability for the administrator/supervisor to record all calls within a specified work group for example a customer care group but exclude patient telephone calls, if required 6.1Provide the ability for the administrator/supervisor to listen to audio recordings 100% of the time 6.2Provide the ability for the administrator/supervisor to view screen recordings of customer care agents 25% of the time 6.3Provide the Administrator/Supervisor with the ability to silently monitor a call without the party being aware 6.4Provide the ability to record the calls of agents to a specific file format (wav/mp3, etc.) and sent to a VA.gov email address only through Microsoft Exchange. Exchange should flag all emails as unforwardable 6.5Provide the ability to record a call based on a key sequence on the phone 6.6Provide the ability to announce the call is being recorded and hear an audible beep when the key sequence is initiated on the phone 6.7Provide the ability for the recording to be an undetermined amount of time 6.8Provide the ability for the administrator/supervisor to delete Personally Identifiable Information (PII) from recordings to enable their use for training purposes 6.9Provide the ability for the administrator/supervisor and other potential users to replay call recordings 6.10Provide the ability for the administrator/supervisor to synchronize audio and screen recordings 6.11Provide the ability for the administrator/supervisor to search for specific key words in a recording, for example the phrase "call back" 6.12Provide the ability for the administrator/supervisor to have a live recording of a conversation sent to his/her mailbox 6.13Provide the ability for the administrator/supervisor to search and monitor calls using the incoming call number, agent, or team designations 6.14Provide the ability for the administrator/supervisor to create custom call quality evaluation forms 6.15Provide the ability for the administrator/supervisor to forward agent call recording evaluations to agent for review 6.16Provide the ability for the administrator/supervisor to flag recordings as best call example, complaint, threat, special issue, etc. 6.17Provide ability for the administrator/supervisor to search, retrieve, and play recorded messages for defined historical period (1 year+) 6.18Provide the ability to include caller detail information along with the recording - IVR exit point, time in queue, talk time, transfers, hold time, etc. 7.0Provide the ability for the administrator/supervisor to generate management reports 7.1Provide the ability for the administrator/supervisor to view on screen/print reports generated on a predetermined schedule, such as daily, weekly or monthly 7.2Provide the ability for the administrator/supervisor to view on screen/print reports on demand 7.3Provide the ability for the administrator/supervisor to view/print reports remotely 7.4Provide the ability for the administrator/supervisor to view on screen/print reports by hours of operation determined by the VA site, week, or month 7.5Provide the ability for the administrator/supervisor to view on screen/print report of call information for a minimum of 100 days 7.6Provide the ability for the administrator/supervisor to create a report of call information older than 100 days 7.7Provide the ability for the administrator/supervisor to view/print agent and line reports containing the following information: 7.8Number of calls received on each individual line 7.9Number of calls received on each individual trunk group 7.10Number of calls placed on each individual line 7.11Number of calls placed on each individual trunk group 7.12Time in-use of inbound circuits 7.13Time in-use of outbound circuits 7.14Number of calls abandoned from queue for the total number of inbound circuits 7.15Number of incoming calls handled by each agent, identified by employee name and/or employee ID number 7.16Number of outgoing calls handled by each agent, identified by employee name and/or employee ID number 7.17Actual call handles time by agent identified by employee name and/or employee ID number 7.18Actual call wrap-up time by agent identified by employee name and/or employee ID number 7.19Average call handle time by agent identified by employee name and/or employee ID 7.20Call Wait Time - The number of calls by queue that waited over a specified number of seconds to be answered 7.21Percentage of calls that waited over a specified period of time 7.22Average speed of answer for each queue 7.23Average speed of answer for an individual call agent 7.24Average speed of answer for the customer care agent 7.25Number of calls placed on hold by agent identified by an employee name and/or ID number 7.26Average number of calls placed on hold by agent identified by an employee name and/or ID number 7.27Number of calls placed on hold by queue 7.28Average number of calls placed on hold by queue 7.29Number of calls placed on hold by a customer care group 7.30Average number of calls placed on hold by customer care group 7.31Which option(s) are selected from the main hospital greeting 7.32Time when a call agent has indicated that they are not available to take calls (on a break, in training, etc.) 7.33Number of incoming abandoned calls (Abandon Wait Time Buckets Summary) in seconds 7.34Percentage of incoming abandoned calls 7.35Cumulative percentage of incoming abandoned calls by day, month, year, and days of the week 7.36Number of transferred calls by the individual call agent and/or for customer care group 7.37Average amount of time when a caller leaves a message for a call back and when the call is actually made back to the caller and the caller is reached/connected 7.38Average amount of time when a caller leaves a message for a call back and when the call is actually made back to the caller and the caller is not reached 7.39Average amount of time when a caller leaves a message for a call back and when the call is actually made back to the caller and the caller is either reached or not reached 7.40Provide the ability for the administrator/supervisor to generate agent activity reports to include: 7.41Number of internal calls answered 7.42Average talk time duration for internal calls 7.43Total talk duration 7.44Number of times agent entered into work mode 7.45Average duration of break mode by agent 7.46Length of time a message was left in a queue requesting a call back and when the call was actually returned 7.47Length of time a call in a queue was actually returned 7.48Reports to be generated on a daily, weekly, monthly, yearly, and days of the week 7.49Reports can be generated by the following intervals: 15 minutes, 30 minutes, 1 hour 7.50Provide the ability for call agent to identify type of call routed at end of call 7.51Provide the ability for the administrator/supervisor to create reports on type of call routed 7.52Provide the ability for the administrator/supervisor to change the specified period of time period to suit individual requirements 7.53Provide the ability for the administrator/supervisor to adjust the parameters of all reports 7.54Provide the ability for the administrator/supervisor to generate system summary reports by queue 7.55Provide the ability for the administrator/supervisor to specify/configure the interval at which a system summary report by queue is generated 7.56Provide the ability for the system to generate the following system summary reports for the administrator/supervisor to access: 7.57Total number of incoming calls 7.58Number of calls answered 7.59Number of calls in queue 7.60Number of abandoned calls 7.61Number of calls offered to the system 7.62Number of outbound calls 7.63Average talk time 7.64Average time in queue 7.65Average waiting time until abandoned 7.66Average waiting time until answered 7.67Average outgoing call conversation time 7.68Blockage Rate for incoming calls to center/facility and per individual queue 7.69Blockage Rate for incoming calls per individual queue 7.70Provide the ability for the administrator/supervisor to generate reports by customer care location, region, or queue 7.71Provide the ability for the administrator/supervisor to simultaneously receive information about groups of agents and the groups within the queue 7.72Provide the ability for the administrator/supervisor to print reports from the Management Information Systems (MIS) Graphical User Interface (GUI) access console or Personal Computer (PC) 8.0Provide the ability for the administrator/supervisor to generate infrastructure monitoring and reporting 8.1Provide the ability for the administrator/supervisor to print on demand line reports or view to include a list of all equipment alarms, error tables, trouble logs, and history file 8.2Provide the ability for the administrator/supervisor to automatically receive printed line reports on a predetermined schedule to include a list of all equipment alarms, error tables, trouble logs, and history file 8.3Provide the ability for the administrator/supervisor to remotely generate an electronic work order for trouble reports, moves, additions and changes 8.4Provide the ability for the administrator/supervisor to direct work orders to internal and external recipients, depending upon the nature of the problem and whether or not it will be addressed by VA staff or contractors 8.5Provide the ability for work order report to include: 8.6Location of the issue 8.7Type of equipment associated with the issue 8.8Provide the ability for the administrator/supervisor to create a phone bill report 9.0Provide the ability for the systems administrator to generate reports 9.1Provide the ability for the systems administrator to generate phone line capacity reports 9.2Provide the ability for the systems administrator to generate quality of service reports (static on line, bad connections, etc.) 10Provide the ability to collect external customer satisfaction information. 10.1Veteran Caller Interaction with Customer Satisfaction Survey 10.2Provide the ability to offer the customer satisfaction survey to the Veteran just prior to connection to the agent, not before queuing, to reduce the chance of abandonment. 10.3Provide the ability to offer the customer satisfaction survey to the Veteran to be completed at the following times. 10.4Immediately after the Veterans have finished inaction with the call agent or VA representative. 10.5At a later date specified by the Veterans resulting in a scheduled call back. 10.6Provide the ability for the Veteran to request a scheduled call back up to five days after the initial call was received. 10,7Provide the ability for the Veteran to be informed of what area is being assessed in the customer satisfaction survey when a call back is used to deliver the survey. 10.8Provide the ability for the Veteran to opt out of the customer satisfaction survey at the following times: 10.9The offer is initiated. 10.10Prior to commencement of the survey. 10.11Provide the ability for the Veteran to respond to the customer satisfaction survey questions using touch tone, voice inputs and technologies to ensure 508 Compliance. 10.12Provide the ability for the Veteran to provide comments (recordings) after each question and overall if desired. 10.13Provide the ability for the Veteran to leave an audio recorded message up to 3 minutes in duration at the end of the customer satisfaction survey for general comments. 10.14System Administration Configuration Capabilities for Call Survey 10.15Provide the administrator/supervisor the ability to configure the customer satisfaction survey offer rate. 10.16Provide the administrator/supervisor the ability to configure the customer satisfaction survey based on call type determined by skill set for call. 10.17Provide the administrator/supervisor the ability to configure the customer satisfaction survey based on call type determined by business lines. 10.18Provide the administrator/supervisor the ability to configure the offer rate of the customer satisfaction survey in % increments to up to 100% of callers if desired. 10.19Provide the administrator/supervisor the ability to draft up to 15 questions per customer satisfaction survey 10.20Provide the administrator/supervisor the ability to specify the number of questions up to 15 that the Veteran is asked as part of customer satisfaction survey. 10.21Provide the administrator/supervisor the ability to create up to 25 concurrent customer satisfaction surveys to be stored for active use in the system. 10.22Provide the administrator/supervisor the ability to archive customer satisfaction surveys and associated call data for future analysis. 10.23Provide the administrator/supervisor the ability to associate surveys to call types. 10.24Provide the administrator/supervisor the ability to carry out audio updates remotely using both natural speech and text to speech systems. 10.25Provide the administrator/supervisor the ability configure user access permissions for the systems associated with the customer satisfaction survey. 10.26Provide the administrator/supervisor the ability to preview the customer satisfaction surveys. 10.27Provide the administrator/supervisor the ability to remotely access the customer satisfaction survey management system. 10.28Provide the ability for administrators and managers/supervisors to generate real-time reports at the enterprise, queue, hunt group, and supervisor group levels 10.29Provide the ability for administrators and managers/supervisors to manually and automatically generate historical ACD reporting at the interval, daily, weekly, and monthly level and real-time reporting at the interval and daily level 10.30Provide the administrator/supervisor the ability to configure customer satisfaction survey reporting results, down to a minimum of 30 minute segments, and up to a minimum of one year of results. 10.31Provide the administrator/supervisor the ability to generate a customer satisfaction survey report with the following data: 10.32Record associated caller data (ANI). 10.33Original call data (date, time, agent, IVR exit point). 10.34Survey results of the caller. 10.35Based on agent and call level 10.36Veterans general comment categories 10.37Provide the administrator/supervisor the ability to define groups of users/agencies or questions to apply to customer satisfaction survey results for reporting purposes. 10.38Provide the administrator/supervisor the ability to sort, sum, and average customer satisfaction survey responses over a custom time range 10.39Provide the administrator/supervisor the ability to sort, sum, and average responses by organizational hierarchies from agent level to Agency level 10.40Provide the administrator/supervisor the ability to allocate categories such as, compliment, general or complaint to Veteran General comments that were made during the customer satisfaction survey. 10.41Provide the administrator/supervisor the ability for exporting of customer satisfaction survey responses into Comma Separated Values (CSV) or similar format for use with Microsoft Suite products. 10.42Provide the administrator/supervisor the ability to create graphical displays for each customer satisfaction survey question using custom time ranges. 10.43Provide the administrator/supervisor with the ability to analyze customer satisfaction survey data using statistical functions such as average, mean, median, and standard deviation. 10.44Provide the administrator/supervisor the ability to generate reports on the interaction of the Veteran with the customer satisfaction survey to include: 10.45Survey acceptance. 10.46Survey connection rate. 10.47Survey completion rates. 10.48System shall provide access to respondent comments. 10.49Percent Sessions Answered (PSA). 10.50Average Handle Time (AHT) in Hour Hour: Minute Minute: Second Second (HH:MM:SS). 10.51The percent of time the targeted service objective was met. 10.52Busies/failed contact. 10.53Average Speed of Answer (ASA). 10.54Provide the administrator/supervisor the ability to configure the sampling interval at which data for the interaction of the Veteran with the customer satisfaction survey report is collected by the system. 10.55Provide the administrator/supervisor the ability to configure the reporting period for the reports concerning the interaction of the Veteran with the customer satisfaction survey. 10.56Provide the ability for the administrator/supervisor to view/print the following caller details along with the survey results: incoming call number (ANI), amount of time in queue, agent ID, customer care, IVR exit point, talk time, transfers, etc.
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Document(s): Attachment; File Name: VA118-13-I-0085 VA118-13-I-0085.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=578994&FileName=VA118-13-I-0085-000.docx); Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=578994&FileName=VA118-13-I-0085-000.docx; File Name: VA118-13-I-0085 EVS Draft PWS 1_9_13.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=578995&FileName=VA118-13-I-0085-001.docx); Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=578995&FileName=VA118-13-I-0085-001.docx; Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
Record: SN02963492-W 20130112/130110234752-01cfd3ae211e94a1ed67e6e36bd509b6 (fbodaily.com)
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D -- Enterprise Voice System Pilot - Attachment