SOLICITATION NOTICE
L -- USAC RFI Lifeline Duplicate Resolution Call Center
- Notice Date
- 4/16/2013
- Notice Type
- Presolicitation
- NAICS
- 561422
— Telemarketing Bureaus and Other Contact Centers
- Contracting Office
- Federal Communications Commission, Office of the Managing Director, Contracts and Purchasing Center, 445 12th Street, SW, Washington, District of Columbia, 20554, United States
- ZIP Code
- 20554
- Solicitation Number
- USAC-LI-2013-04-011
- Archive Date
- 5/8/2013
- Point of Contact
- Aaron Hamm, Phone: 2027760200
- E-Mail Address
-
ahamm@usac.org
(ahamm@usac.org)
- Small Business Set-Aside
- N/A
- Description
- Base Notice: USAC Request for Information: Lifeline Duplicate Resolution Call Center - USAC-LI-2013-04-011 INTRODUCTION The Universal Service Administrative Company (USAC) is requesting information from Customer Service Call Center providers, NAICS code 561422, capable of providing the services set forth herein inclusive of small businesses, including disadvantaged, woman-owned, HUB-zone, veteran-owned, and service-disabled, veteran-owned small businesses, (collectively, "small businesses"). The Federal Communications Commission (Commission or FCC) appointed USAC the administrator of the Universal Service Fund (USF) and the universal service support mechanisms - High Cost (HC Program); Lifeline (LI Program); Rural Health Care (RHC Program), including its pilot program; and Schools and Libraries (SL Program), also referred to as E-rate, as set forth in Title 47, Part 54, Section 701 of the Code of Federal Regulations. USAC administers, subject to FCC regulations, directives and oversight, the USF and the Programs. USAC intends to conduct a competitive procurement to contract with customer service call center contractor to provide live agent and interactive voice response (IVR) services, automated telephone calls ("Robocalls"), and outgoing text messaging services to pre-defined telephone numbers to support a program review process for the federal Lifeline Program. USAC contemplates awarding a single fixed-unit price requirements contract for one year with an anticipated award date of October 1, 2013. USAC will also use the information received in response to this RFI to determine the potential for small business participation in the competition for this contract. USAC is not-for-profit Delaware Corporation. USAC is not a federal agency, a government corporation, a government controlled corporation or other establishment in the Executive Branch of the United States Government. USAC is not a contractor to the Federal Government. The contract awarded as a result of the RFP will not be a subcontract under a Federal prime contract. However, USAC conducts its procurements in accordance with the terms of a Memorandum of Understanding with the FCC, which requires USAC, as a general matter, to apply designated provisions of the Federal Acquisition Regulations (FAR), including requirements for full and open competition. SCOPE OF SERVICES (Program Requirements) • Contractor will supply all of USAC's call center requirements for the program review (Duplicate Resolution Process) during the term of the Contract. • Provide TDD/TTY services for the deaf. • Provide 24/7 IVR capability, and Monday to Friday live agent call capability from 9 AM to 6 PM in each time zone where the telephone subscribers are located. The time zones under review are Eastern to Pacific Standard Time. • Provide a clearly defined quality assurance plan, with defined metrics and monitoring of call quality and agent training. • Contractor shall answer eighty (80) percent or more of incoming calls within twenty (20) seconds of a request for a live agent, measured on a monthly basis and ensure an abandonment rate of less than three (3) percent. This applies to situations where a subscriber has asked for live help. Subscribers waiting more than thirty (30) seconds to speak to a subscriber service agent shall be informed of the expected duration of their wait. • Contractor shall provide capability for live agents to enter and record activity codes and call notes requested by USAC. The activity codes will consist of less than 10 codes which will be used to categorize the type of live agent call. • Contractor must have a tested disaster recovery system in place and have sufficient redundant capability to allow normal business operations within 24 hours for a catastrophic failure. All program data must be safeguarded from loss or corruption by implemented data backup systems and procedures to recover data from up to the last business day's activities. Contractor must test the disaster recovery plan on an annual basis, at minimum. • All work must be conducted and completed in the United States, including data storage. No exceptions will be made. ANTICIPATED VOLUME • Total Live Agent Minutes (2,715,000); IVR Calls (2,882,000); Robocalls (1,700,000); Text messages (850,000). • The bulk of the calls will be completed in the first 4 months of the contract. • Peak volumes are estimated at up to 83,000 minutes per day, 86,000 IVR calls a day, 153,000 Robocalls a day, and 76,500 text messages a day. MINIMUM REQUIREMENTS TO BE MET • Contractor must have the capability to perform high volume live agent call handling operations (in both English and Spanish), IVR functions, interactive Robocall capability, outgoing text messaging services, provide high volume capable toll free numbers, live agent remote monitoring, call recording, and daily reporting functions. • Contractor must have previous experience with handling personally identifiable information (PII) and have proven capability to safeguard customer information (name, address, and telephone number) from unauthorized access or loss. • Contractor must have a satisfactory record of past performance in assignments of similar scope and complexity. • Contractor must not be barred from receiving federal government contracts. DESCRIPTION OF YOUR FIRM Please briefly describe your firm's ability to meet the needs of this future procurement. Your description should include: • Your overall experience in performing services similar to those identified in this RFI; • Your resources for meeting the staffing requirements for the services described above; • List and dollar value of contracts in previous three years conducting similar services, level of effort, and duration of the contract. • Identify whether your firm is a small business (e.g., small business, small disadvantaged, small woman-owned, small HUB-zone, small veteran-owned, or service-disabled veteran-owned businesses); and • Your average annual revenues for the past three years. GENERAL This announcement is for information purposes only. This announcement shall not be construed as a commitment by USAC. This is not a request for proposals and no contract will be awarded from this announcement. No reimbursement will be made for any costs associated with the provision of the information requested in response to this announcement. Respondents will not be notified of the results of any evaluation. This is a Request for Information (RFI) only. Responses to the RFI should be emailed to Aaron Hamm at rfp@usac.org no later than April 23, 2013, 5:00 PM EDT. Submissions received after this date and time may be reviewed but may not be considered in contract planning or in the creation of a solicitation. Failure to respond to this RFI does not preclude participation in any future competition for this requirement.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/FCC/FCCOMD/FCCCPC/USAC-LI-2013-04-011/listing.html)
- Place of Performance
- Address: 2000 L Street NW, Suite 200, Washington, District of Columbia, 20036, United States
- Zip Code: 20036
- Zip Code: 20036
- Record
- SN03037310-W 20130418/130416234250-80b7f4f85cfdfe57a7efbf1269929c4b (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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