SPECIAL NOTICE
70 -- TELEPHONE CUSTOMER SERVICES
- Notice Date
- 6/27/2013
- Notice Type
- Special Notice
- NAICS
- 561210
— Facilities Support Services
- Contracting Office
- Department of the Navy, Bureau of Medicine and Surgery, NNMC Bethesda, Bldg 54, 8901 Wisconsin Avenue, Bethesda, Maryland, 20889-5600
- ZIP Code
- 20889-5600
- Solicitation Number
- 561210
- Archive Date
- 7/26/2013
- Point of Contact
- wossen.encubahre, Phone: 3012951304
- E-Mail Address
-
wossen.encubahre.civ@health.mil
(wossen.encubahre.civ@health.mil)
- Small Business Set-Aside
- Total Small Business
- Description
- HOSPITAL TELEPHONE OPERATOR Performance Work Statement for Walter Reed National Military Medical Center Period of Contract: 1 October 2013 to 30 September 2014 1.0 Introduction The Walter Reed National Military Medical Center (WRNMMC) intends to establish offsite central telephone operator service for the Walter Reed National Military Medical Center, Bethesda that will proactively receive, transfer, assess, track, and monitor all inbound calls. The volume of calls is estimated at 1,800 calls per seven days a week or 7,200 calls per month or 86,000 calls per year. The central information number which will be supported will be (301) 295-4000. 2.0 Personnel Qualifications The vendor will comply with industry best practices in the staffing of the Hospital Operator function. However, the vendor is to put an emphasis on customer-friendly communications and interpersonal "people" skills. The operators should be familiar or become familiar with military ranks and etiquette, 24-hour clock/time, and have a working knowledge of the military healthcare system. The operators will become familiar with the various areas of the WRNMMC so that they may appropriately transfer calls, provide general medical center information, and assist patients and health care providers in paging via pager system to physicians and other providers on call. The operators shall have, or acquire an understanding of the mission, vision, standard concepts, practices and procedures of the WRNMMC, Bethesda. Operators will be able to clearly articulate and communicate in English. The operators will comply with standards set in the WRNMMC "Standards of Professional Excellence" document. 3.0 Services Requested (1) The vendor will provide 24 hour coverage 365 days/year, industry best practice telephone operator service for the WRNMMC with a service level standard of 90%; that is 90% of callers should not wait longer than 20 seconds before speaking with an agent. Average wait time before an agent makes initial contact with the caller should be 5 seconds or less. Average hold time shall be less than 3 minutes per call. The services must be compliant with section 508 of the Rehabilitation Act of 1973. (2) The telephone operator service shall provide the following, but is not limited to: Providing directory assistance using a current telephone listing of department/ward/clinic/service telephone numbers, provide paging services utilizing current on-call rosters for both individual providers and department/ward/clinic/service on-call rosters. During normal duty hours 0730-1600, callers who desire to speak to a particular clinic or provider will be transferred to the clinic telephone number. In the event that a clinic telephone number is unavailable for 45 seconds, the operator will transfer the caller to a clinic "hot line" number via a blind transfer so that the caller does not see the internal hot line number. Before and after duty hours 1601 to 0729 callers requesting to contact a clinic or a provider will be assisted by the operator service paging the provider requested or the respective clinic's on-call provider. At all times (24/7) a health care provider attempting to contact a WRNMMC health care provider will be assisted by the operator service paging the provider or the respective clinic's on-call provider. (3) The vendor will provide a telephone information service 24 hours a day, 365 days/year. The telephone operator service shall provide answers to general information queries that are presented via phone regarding normal business hours (usually 0730-1600 Monday through Friday), location of clinical and non-clinical areas, and general directions to hospital wards, clinics, and offices. The telephone operator service will provide telephone directory assistance 24 hours a day, 365 days/year. The telephone operator service will provide information regarding general hospital policies, e.g. visiting hours, and where to look for lost items. (4) The vendor in conjunction with WRNMMC command duty office staff shall utilize a current directory of on-call rosters, notification and recall rosters, and department/ward/clinic service telephone listings. (5) The vendor will ensure that upon the request of a caller, a supervisor will be able to attend to a caller. (6) The vendor should transfer specific calls to the Command Duty Office Desk at (301)295-4611 for: WRNMMC status due to inclement weather or force protection purpose. All emergency codes: ex. Code blue, red, pink, yellow. All Morale calls for military personnel overseas. All watch stander duties ex. OOD, CDO, COD. All Red Cross related calls. Any call that concerns the callers well being but are not limited to those who may be intoxicated or suicidal in this case the operator should stay on the line with the caller until the CDO personnel is on the phone with the caller. Any calls pertaining to organ transport coordination. Any call that pertains to motor vehicle accident or motorcycle accident of sailor, soldier, or airman. Any call relating to delivering radioactive materials. (7) Vendor shall create and utilize a correspondence template when communicating with government POC, COR, and KO. (8) The vendor shall be fully operational no later than two weeks after contract award. The customer shall not pay for services that are not being rendered by the vendor. 4.0 Information Technology Requirements The vendor should have a dedicated clear-channel point-to-point PRI (T1) Circuit service (the service) between WRB and a contractor Call Center facility is required. The vendor is responsible for setup the circuit service with maintenance contract service. A non-IP based T1 (PRI) service is required 99.99% availability of the T1 circuit service is required. If the service is unavailable excluding scheduled maintenance; customer shall receive a credit of 1% of Monthly reoccurring Cost (MRC) up to a maximum of 50% for MRR for affected service. Service repair timeline is 4 hours. The vendor is responsible for providing all of necessary service components including, but not limited to, electrical power, cooling capacity, cabling, rack space, switching/routing/network/PBX infrastructure, etc. It's the vendor's responsibility to install wiring, if necessary, between the Demarc and one jack. Equipment shall not be removed, relocated, modified, interfered with, or attached to others from this contract without prior written authorization approval from customer. The circuit moves, ads and changes - services cannot move to another location during contracts term service period. The vendor is responsible for equipment that is diagnosed as failed. The vendor will provide a replacement piece of equipment of equal or greater functionality for customer within eight (8) hours. Equipment will be configured with last available and working configuration of failed equipment. The customer will assist the vendor with physical and logical replacement of failed equipment at WRNNMC Bethesda facility. The vendor shall be responsible for travel expenses including activation or support of services. The vendor may use other carrier networks and/or equipment to provide customer with equivalent service. Once the service has been delivered to customer as a working service, it shall not change the service at any time during the contract duration. The vendor shall provide a minimum 2-weeks notification to customer prior all service impact scheduled maintenance services. Customer is not responsible for retaining the service contract. It's the vendor's responsibility to notify customer prior to termination of the service. The vendor will provide 24x7 responses to customer for service availability issues (outages). The service reports will be made to customer on a monthly basis or request from the COR. An outage is defined as any fifteen Consecutive minutes where the connection is unavailable. Scheduled maintenance window for disruptive work to the service will be limited from 2200 EST to 0400 EST if it's possible. For Emergency maintenance notify customer by phone and email immediately as the information becomes available. Customer is not responsible for retaining the service contract. It's the vendor's responsibility to notify customer prior to termination of the service. It is the vendor's responsibility to terminate service and make the connection on site. In the event customer terminates the service before the expiration of the contract duration due to the contractor performance and/or technical not be able to meet by the contractor, the customer will not pay the termination charges in accordance with the contract. The vendor is required to work with customer for end-to-end implementing, troubleshooting and keeping all service records. (5.0) Statistical Reporting The vendor will provide the following statistics to the WRNMMC on a weekly, monthly and quarterly basis: length of calls assisted, number of calls assisted, hold times, service level data, types of calls, (i.e. information requests, requests for directory assistance, requests for paging to providers). Additionally number of calls transferred successfully and number of calls transferred unsuccessfully (to clinics or individuals). Number of paging requests broken down by who initiated the request, (i.e. patient or health care provider) and time to return of pages from provider back to operator. The vendor should provide call distribution charts for day of week and hours of day. The vendor should also provide lessons learned on the quarterly basis providing structured documentation of lessons learned each quarter. (6.0) Additional Requirements (1) The vendor should also monitor these calls internally for quality assurance and create a statement to this affect for callers to hear. (2) The vendor may be asked to have their operators participate in short customer service satisfaction surveys by WRNMMC and be able to present this data on query. (3)The vendor shall establish a back-up contingency plan (redundant system), so that in the event of emergencies, calls will still be answered and required service levels maintained. (4) The vendor shall record an "on-hold" message as directed by WRNMMC. The Medical Center will provide the script. These short messages will change periodically, and may (particularly if emergencies arise) be changed frequently to alert callers of the medical center's operational status. (5) The vendor should provide feedback to project manager regarding call center performance only the monthly basis. (6) The vendor shall provide monthly costs reports that identifies the vendors spend plan, burn rate, and cumulative expenses. PARA DELIVERABLES COPIES DUE DATE (S) 6.6 Monthly Cost and Schedule Status Report The contractor shall provide a report that identifies the contractor's spend plan, monthly burn rate, and cumulative expenses to date for the subject call order. If the cumulative burn rate is more than 10% higher than the projected, the contractor shall provide a complete analysis of the reasons for the variance & the corrective actions that will be taken. Monthly 6.5 Monthly Progress Report Per Call Order The contractor shall summarize its efforts on the call order from the previous month and address any issues. Monthly with the initial report 30 days after receipt of an authorized contract. 10.0 Contractor Quality Assurance Plan The contractor shall provide a Quality Assurance Plan that delineates the methodology of the managing and integrating the subcontracting team. No later than 10 days after signing the BPA. PARA DELIVERABLES COPIES DUE DATE (S) 5.0 Data Deliverables The contractor shall submit data deliverables to the COTR or other government personnel. Reports as required to be delivered 30 days after notification to the contractor. 3.0 Project Plan and Schedules Properly prepares or manages project plan and schedules and appropriately develops plans with milestones for administration of each assigned project. First report is due 2 business days from contract award date. Subsequent reports, 5 business days thereafter or at government's discretion 5.0 Quarterly Program Review Develop a quarterly program review (QPR) to measure the progress of project Ready for first QPR 3 months from contract award date. 5.0 Lessons Learned Repository Contractor will create and maintain a database of lessons learned First report is due 6 months from contract award date. 3.7 Templates Create Templates, Correspondence for emails for all requests as dictated by the government First report is due 7 days from contract award date. Ongoing effort. 3.8 Stand up of Call Center Call Center is operational and receiving calls (calls and emails are being answered, requests are being taken, tracked and data collected) Due 2 weeks from contract award date. 5.0 Identify data collected and reports needed Will identify data to be collected and forms required and develop reports and frequency of reports Due 3 days from contract award date. (7.0) Hours of Operation. Work is to be performed 24/7 unless otherwise authorized by the Government Contract Lead or Project Manager to scale hours back secondary to demand. (8.0) Place of Performance. The call center will be located offsite at the contractor's facility. The contractor work site will be within a 50 mile radius of 8901 Wisconsin Ave, Bethesda MD 20889. (9.0) Contracting Officer Technical Representative (COTR): The CO has appointed the following individual as the COTR for this contract: -----------------, 301- 295-_______ Primary: Name: Ms. Krystle White Office Number: 301-319-2609 Email: Krystle.M.White.civ@health.mil Location: BLDG 17B, Room 2077 (10.0) Quality Control Plan (QCP): The contractor shall establish and maintain a QCP for this call order. The contractor shall provide the QCP for review no later than 10 days after award of contract. (11.0) Security Requirements: N/A
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DON/BUMED/N00168/561210/listing.html)
- Place of Performance
- Address: 8901 WISCONSIN AVE, BLDG 54, BETHESDA, Maryland, 20889-5600, United States
- Zip Code: 20889-5600
- Zip Code: 20889-5600
- Record
- SN03101248-W 20130629/130627235318-202b8ed2b0bf7d351dce4068b53b8262 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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