Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF MARCH 24, 2013 FBO #4138
DOCUMENT

R -- Veterans Employment Service Office Call Center Sources Sought Notice - Attachment

Notice Date

3/22/2013
 

Notice Type

Attachment
 

NAICS

624310 — Vocational Rehabilitation Services
 

Contracting Office

Acquisition Service- Frederick;Department of Veterans Affairs;8490 Progress Drive, Suite 100;Frederick MD 21701
 

ZIP Code

21701
 

Solicitation Number

VA79813I0104
 

Response Due

4/4/2013
 

Archive Date

6/3/2013
 

Point of Contact

kevin.armillotti@va.gov
 

E-Mail Address

Contract Specialist
(kevin.armillotti@va.gov)
 

Small Business Set-Aside

N/A
 

Description

The Department of Veterans Affairs (VA) is issuing this Sources Sought Notification. This is not a solicitation; the agency does not intend to award a contract, but rather gather capabilities and market information pertinent for acquisition planning. The responses to this Sources Sought will contribute to determining the method of procurement and identify parties having an interest in and the resources to support this requirement. DESCRPITION OF REQUIREMENT Written responses to this synopsis will be used by the Government to make appropriate acquisition planning decisions. After review of the responses to this sources sought notice, a solicitation announcement may be published on the FedBizOpps website. Responses to this sources sought synopsis are not considered adequate responses to the solicitation announcement. This does not constitute a notice that a solicitation is forthcoming nor does it take the place of a solicitation or award document. The U. S. Department of Veterans Affairs (VA), Office of Human Resources and Administration (OHR&A), Veterans Employment Service Office (VESO) is a strategic program management office that oversees all VA Veteran employment initiatives and manages the program branded as "VA for Vets", its flagship initiative. The VESO was created in response to Presidential Executive Order 13518. The VESO mission is to create a world-class organization of Veterans serving Veterans. VESO wants Veterans to embrace VA as being the employer of choice. VA established the goal of increasing VA's Veteran employment rate to 40% by FY 2014 with an interim goal of 35% by the end of 2013. VA for Vets is a comprehensive career support and management program for Veterans, National Guard, Reserve members, VA employees who are Veterans, and transitioning active-duty service members, hereinafter referred to as VA for Vets provides centralized access to training, coaching, communications and career development tools for Military Service Members, supervisors, coworkers and the human resource (HR) professionals who support them at VA. Access to these services can be obtained through the VA for Vets website http://vaforvets.va.gov/. VA for Vets services are supported by a Case Management System (CMS). VESO provides employment counseling, career assessments, assistance drafting competitive resumes, assistance developing job search strategies, direct job placement assistance, and Career and Reintegration coaches through its Coaching Call Centers and virtual career center. The Coaching Call Centers are currently staffed by coaches and Veteran Representatives that have backgrounds in Human Resources and psychology and are experts in the Federal hiring process. VA for Vets also provides training services for both the Veteran and VA staff through Instructor Lead, and web based methodologies. In order for VESO to achieve its retention and recruitment objectives, there is need for the proper training and increased engagement with the Veteran and HR professionals and hiring managers. Training runs the life cycle from recruitment, retention, to deployment and reintegration. Since the launch November 11, 2011, the VA for Vets has collected the following metrics: VA For Vets Activity (11/11/11 - 2/28/13) Registered Accounts in CMS74,022 Total Visits to the website993,822 Career Center Visits136,123 Total Resumes in CMS45,040 Call Center - Inbound Calls, Coaching32,938 Total Coaching Cases in CMS20,473 Help Desk Tickets Resolved7,037 Table 1 - VA for Vets Metrics With the impending troop draw downs, VESO anticipates an increase to the access to the call centers and coaches. The purpose of this sources sought notification is to determine market capability to support the VA for Vets program. This support includes overall Program Management, identifying enhancements to the Case Management System (CMS), participating in Hiring Events, providing Instructor led and Web Based Training, providing Coaching and operating multiple Call Centers, providing 24/7 Helpdesk services, and maintaining and updating web portal content. The Government anticipates that a contract may require expertise in some of the following areas of expertise: Veteran employment, understanding of the federal hiring process, transition from the military to the civilian labor markets, use of an electronic CMS, working with the VA to identify enhancements to the CMS, and instructor led and web based training in for both the Veteran and internal VA staff. SUBMISSION INSTRUCTIONS There is no solicitation at this time. This Sources Sought Notification does not constitute a request for proposals. Submission of any information in response to this notification is purely voluntary. The Government assumes no financial responsibility for any costs incurred. In an effort to gain an understanding of the capabilities and qualifications that exist in the current marketplace, please address the questions listed below. Your response should address similar size and complexity as detailed above. Cover Sheet - 1 page Please provide the following information: 1.Organization name, address, and website. 2.Point of Contact to include e-mail address and telephone number. 3.Type of small business, if applicable. 4.GSA contract number, schedule and SIN category, if applicable. 5.NAICS that best fits the requirement Index - 1 page Please provide an index to assist the Government in identifying where you have addressed each question below in your Capabilities Statement. Please provide question number and corresponding page and section heading and/or paragraph number. Capabilities Statement, Market Information, and replies to all of the questions below - no more than 15 pages. Page size shall be no greater than 8 1/2" x 11". The top, bottom, left and right margins shall be a minimum of one inch each. Font size shall be no smaller than 12-point. Times New Roman fonts are required. Characters shall be set at no less than normal spacing and 100% scale. Tables and illustrations may use a reduced font size not less than 8-point and may be landscape. Line spacing shall be set at no less than single space. Each paragraph shall be separated by at least one blank line. Page numbers, company logos, and headers and footers may be within the page margins ONLY, and are not bound by the 12-point font requirement. Footnotes to text shall not be used. The use of hyperlinks in your response is prohibited. 1. Please respond to the following questions: Please describe your organization's expertise in the areas of career coaching, training, call centers and help desk support. Also, indicate the relationship to expertise areas and skills listed above as they relate to providing services or support for Program Management, Hiring Events, Training, Coaching, Call Center(s) and Helpdesk(s). Provide any examples that are similar to those of this sources sought. 2.Please describe relevant certifications that your organization possesses which are specific to the requirement as described above (i.e., coaching services, call centers, help desk, counseling, Independent Clinical Licensure). 3.Please describe your organization's experience and capability to establish staff and maintain a Call Center, which operates 24/7. Please discuss how your organization would prepare for and respond to call surges, specifically addressing the maximum call volumes and troubleshooting capabilities. Additionally address SOPs, workflows, and security and privacy protocols. The Point of Contact for this notification is as follows: Kevin Armillotti Contract Specialist Acquisition Service - Frederick (AS-F) 8490 Progress Drive, Suite 100 Frederick, MD 21701 Phone: 240-439-6294 Fax: 301-662-1086 Contractors should respond to this notification by e-mail to kevin.armillotti@va.gov no later than 3:00 pm on April 4, 2013. Questions about this notification should be submitted by e-mail to kevin.armillotti@va.gov no later than 12:00 pm on March 27, 2013.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/AFMLOVASS/VASSMD/VA79813I0104/listing.html)
 

Document(s)

Attachment
 

File Name: VA798-13-I-0104 VA798-13-I-0104.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=670032&FileName=VA798-13-I-0104-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=670032&FileName=VA798-13-I-0104-000.docx

 

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

Record

SN03018889-W 20130324/130322234555-01aa906d3d0bfa4b24e500205349c12f (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 |