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FBO DAILY - FEDBIZOPPS ISSUE OF AUGUST 02, 2014 FBO #4634
DOCUMENT

R -- SOURCES SOUGHT FOR TELEPHONE SWITCHBOARD SERVICES - Attachment

Notice Date

7/31/2014
 

Notice Type

Attachment
 

NAICS

561421 — Telephone Answering Services
 

Contracting Office

Department of Veterans Affairs;Network Contracting Office 6;100 Emancipation Drive;Hampton VA 23667
 

ZIP Code

23667
 

Solicitation Number

VA24614I1037
 

Response Due

8/8/2014
 

Archive Date

8/23/2014
 

Point of Contact

PATRICIA HOAGLAND
 

E-Mail Address

N,
 

Small Business Set-Aside

N/A
 

Description

SOURCES SOUGHT NOTICE/REQUEST FOR INFORMATION The Department of Veterans Affairs Network Contracting Office 6 (NCO 6) is seeking information from potential sources that can provide off-site call center services to include switchboard, call routing, first-call resolution, scheduling, and documentation services in support of the Hampton VA Medical Center in Hampton, VA (Hampton VAMC). The proposed period of performance shall be 12 months from April 1, 2015, with four one year renewable option periods. The North American Industry Classification Systems (NAICS) Code proposed for the requirement 561421- Telephone Answering Services; Business Size Standard is $7.0M. THIS IS A SOURCES SOUGHT NOTICE ONLY. THIS IS NOT A REQUEST FOR PROPOSAL OR QUOTE. This Sources Sought Notice is issued solely for information and planning purposes and does not constitute a solicitation. No formal solicitation exists at this time. It is the intent of the Contracting Office to use the information obtained for market research purposes and to facilitate the appropriate acquisition strategy. The Government shall not reimburse the costs of preparing responses to this request for information. Responses to this notice will not be returned. Responses to this notice should include the following: 1) Name and address of firm; 2) Business Size (Large or Small) based on the above referenced NAICS code; 3) Indicate if your firm has required services on a current Federal Supply Schedule. If yes, please provide Schedule No. and SIN Number; 4) Identify whether or not the firm falls into any of the following socioeconomic categories - Service-Disabled Veteran-Owned small business, Veteran-Owned small business, Woman-Owned small business, 8(a), HUBZone, Small Business or any other socio-economic status. 5) Capabilities Statement (not to exceed 5 pages - 8 ½ x 11) that addresses firms' experience and ability to perform/provide the following: -Switchboard, call routing, first-call resolution, scheduling and documentation services -Transfer calls, provide general medical center information, perform scheduling operations (to include but not limited to scheduling/cancelling appointments) and assist patients and health care providers in paging via pager system to physicians and other providers on call. -Customer-focused call center scheme that uses formal, repeatable processes, resulting in increased customer satisfaction, to ensure that patient calls are answered by someone who can take action as quickly as possible. -Create and utilize a script / template for handling calls. - Support a dedicated clear-channel point-to-point PRI (T1) circuit between Hampton VAMC and the Contractor call center facility. The Government will set up the circuit service and provide maintenance. -Handle approximately 80,000 calls per month. -Switchboard services - 24 hours per day, seven days per week "Provide "warm" hand-offs for all calls. "Take messages in accordance with specified protocols. "Provide staff paging services. "Provide call monitoring options for Quality Assurance purposes. -Customer support services - during administrative and non-administrative hours. "Information and directory services. "Appointment scheduling. "Prescription refills. "Message for providers. "Appointment reminders. "Appointment Cancellations. -Program management. -Weekly and Monthly Status Reports -Adhere to the VA Security requirements, to include but not limited to obtaining a National Agency Check (NACI) Sensitivity and Background Investigation for Non-sensitive or Low Risk positions. All responses or questions regarding this notice shall be submitted via e-mail to Patricia Hoagland at patricia.hoagland@va.gov no later than 4:00 p.m. August 8, 2014.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/HaVAMC/VAMCCO80220/VA24614I1037/listing.html)
 

Document(s)

Attachment
 

File Name: VA246-14-I-1037 VA246-14-I-1037.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1539920&FileName=VA246-14-I-1037-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1539920&FileName=VA246-14-I-1037-000.docx

 

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

Record

SN03444974-W 20140802/140731235550-99c0457ad9b647c404c6fac280387b72 (fbodaily.com)
 

Source

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

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