SOURCES SOUGHT
R -- Supplemental Nutrition and Assistance Program (SNAP) Retailer Service Center Operations
- Notice Date
- 1/15/2015
- Notice Type
- Sources Sought
- NAICS
- 561110
— Office Administrative Services
- Contracting Office
- Department of Agriculture, Food and Nutrition Service, Contract Management Branch, 3101 Park Center Drive, Room 228, Alexandria, Virginia, 22302
- ZIP Code
- 22302
- Solicitation Number
- AG-3198-S-15-0007
- Archive Date
- 2/14/2015
- Point of Contact
- Courtney Rogers, Phone: 7033052184, David W. Lum, Phone: 7033052991
- E-Mail Address
-
courtney.rogers@fns.usda.gov, David.Lum@fns.usda.gov
(courtney.rogers@fns.usda.gov, David.Lum@fns.usda.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- This SOURCES SOUGHT NOTICE is for small businesses only. The applicable North American Industry Classification System (NAICS) code assigned to this procurement is 561110-Office Administrative Services. The small business size standard is $7.5 million. The purpose of this sources sought notice is to determine the interest and feasibility of a small business set-aside for the following requirement: SNAP Retailer Service Center Operations Support Services. This synopsis is for information and planning purposes and is not to be construed as a commitment by the U.S. Government, nor will the U.S. Government pay for information solicited. The information from this notice will help the Food and Nutrition Service plan their acquisition strategy. The Food and Nutrition Services (FNS), part of the U.S. Department of Agriculture (USDA), is issuing this Sources Sought Notice as a means of conducting market research to identify parties having an interest in and the resources to provide support services to the Supplemental Food and Nutrition Services (SNAP) Retailer Service Call Center. PLEASE NOTE THAT THIS IS NOT A REQUEST FOR PROPOSAL, NO EXISTS SOLICITATION AT THIS TIME. This request for capability information does not constitute a request for proposals; submission of any information in response to this market research is purely voluntary; the Government assumes no financial responsibility for any costs incurred. The Government will evaluate market information to ascertain potential market capacity to 1) provide services consistent in scope and scale with those described in this notice; 2) secure and apply the full range of corporate financial, human capital, and technical resources required to successfully perform similar requirements; 3) implement a successful project management plan that includes: compliance with tight program schedules; cost containment; meeting and tracking performance; hiring and retention of key personnel and risk mitigation; and 4) provide services under a performance based service acquisition contract. Telephone inquiries will NOT be accepted or acknowledged, and no feedback or evaluations will be provided to companies regarding their submissions. Submission Instructions: Interested parties who consider themselves qualified to perform the below listed services are invited to submit a response to this Sources Sought Notice by January 30, 2015 at 4:00 PM Eastern Standard Time(EST). All responses under this Sources Sought Notice must be emailed to Courtney.Rogers@fns.usda.gov. The subject line should contain the following title - Response to Sources Sought Notice: AG-3198-S-15-0007 SNAP Retailer Service Center Operations. Submission Requirements : 1. Limit the length of the package to 10 double spaced pages. Note: Packages over 10 pages will not be evaluated. 2. 1 inch margins (top, bottom and sides) 3. Times New Roman font - 12 point 4. Page limitation does not include appendices, 1 cover page or 1 letter of introduction page 5. Do not include promotional materials 1.0 BACKGROUND The United States Department of Agriculture (USDA), Food and Nutrition Service (FNS), Supplemental Nutrition Assistance Program (SNAP) Program, formerly known as the Food Stamp Program, currently has Call Management, Data-Intake, Fulfillment, Distribution, Storage and Printing-coordination (CDFDSP) operations. The Call Management operations team is responsible for handling calls from retail grocery store owners that are either looking for guidance on how to apply to USDA for a license for their store to accept SNAP benefits, or are currently authorized and are calling with basic questions on how the program operates. The call management operations team provides assistance to help guide store owners through the online store application process or take orders for paper application requests from store owners interested in applying to accept SNAP benefits at their store and answers basic questions following a script covering SNAP retailer program information available on the FNS public web at http://www.fns.usda.gov/snap. FNS receives close to 40,000 applications each year and encourages stores to apply online. In fiscal year 2013, roughly 90% of our applicants applied electronically and the remaining 10% via a paper application. The call management operations team re-directs business owners with detailed or policy questions (anything beyond what is available on FNS's public web) to a FNS Office, based on the location of the store, in order for a FNS employee to address their questions. The call management operations team deal primarily with small business owners and focuses heavily on data-intake, fulfillment, distribution and storage operations, in addition to standard customer service expectations. These services also entail coordination of the FNS - SNAP - Retailer Printing processes. The call management operations team use a web based database, called the Store Tracking and Redemption System (STARS) to enter data from SNAP store applications (Data-Intake) as well as data regarding receipt of standard documentation. STARS generates daily batch files for approved stores that require a printed authorization kit and SNAP generated letters to be mailed to store owners in bulk. FNS SNAP seeks support services to handle the CDFDSP operations. The objective is to provide superior customer service, achieve cost savings, leverage the best-suited call management software, reduce overhead cost, and maintain one centralized point of contact for call tracking, data-intake, fulfillment, distribution, storage and printing-coordination. FNS SNAP Program plans to utilize a performance-based contract structure for the SNAP CDFDSP project. 2.0 CURRENT ENVIRONMENT Retailers may not legally accept SNAP benefits without FNS authorization. Retailers who apply for authorization do so by applying online at http://www.fns.usda.gov/snap/retailers/application-process.htm or by calling to request a paper application. As a support service to active and potential retailers in SNAP, call management operations teams are currently located in Washington, DC. The existing call management operations team utilizes private space and is staffed by contracted personnel. The goal is to improve customer service by providing retailers a single point of contact for retailer application requests and general assistance. 3.0 REQUIREMENTS If your organization has the potential capacity to perform the requirements listed below, please provide the following information: 1) Organization name, address, email address, Web site address, telephone number, and size and type of ownership for the organization; and 2) Tailored capability statements addressing the particulars of this effort, with appropriate documentation supporting claims of organizational and staff capability. If significant subcontracting or teaming is anticipated in order to deliver technical capability, organizations should address the administrative and management structure of such arrangements. Also, include whether your organization is on a GSA schedule and provide the applicable contract number. Retailer Service Center - Call Management: The call management function enables FNS to process initial and reauthorization applications, either online or paper, to enable Retailers to legally accept SNAP benefits. This provides a single point of contact for retailers, in either English or Spanish, regarding any application questions or current application status. Primary activities performed by the Contractor shall consist of: 1. Store Application Support: The Offeror shall assist retailers in processing both a paper based and online store application (OSA). -The Offeror shall assist retailers by providing instructions and guidance to the public in navigating or completing the online application. The Offeror shall use approved FNS scripts for call management operations in answering retailer questions on how to complete and navigate the online store application. 2. Reauthorization Support: The Offeror shall assist in the reauthorization of participating retailers. A reauthorization may involve an application, store visit, or both. The reauthorization is conducted to ensure that each authorized store continues to meet program eligibility requirements and remains under the same ownership. The Offeror shall support retailers that contact the Retailer Service Center for guidance on completing the reauthorization application as well as get the status on existing applications. 3. Additional Retailer Publications Support: The Offeror shall assist retailers in obtaining additional publications, such as a poster or decal informing the public they welcome SNAP benefits. The Offeror shall coordinate this activity once they have verified that the store is approved and mails out additional publications. 4. Data-Intake Support: The Offeror shall be required to enter data from retailer applications into the STARS system, periodically box-up the paper copies of the applications and ship them to a location to be designated by FNS. Retailer Service Center - Document Processing: The document processing function manages incoming and outgoing correspondences to the retailer environment. Examples of these functions include; 1. Returned Mail Data Entry: The Offeror shall enter all returned mail into FNS's STARS system. The system pulls this data into a returned mail report which is utilized by the FNS offices to identify bad store addresses. 2. Retailer Application packages: The Offeror shall support the mailings of any of the six (6) types of paper applications for grocery stores and meal services. The Offeror shall support the processing of additional applicant documentation to complete their application. These documents can include business licenses; picture IDs for any retail owner; and a copy of the owner's social security card. The Offeror will enter the date received for each document in FNS's STARS system. 3. Snap Retailer Authorization Kits: The Offeror shall coordinate the disseminations of authorization kits for grocery stores and meal services that are approved to accept SNAP benefits at their business. The Offeror shall assemble the standardized authorization kit for mailing to all approved retailers. 4. Approved Retailer Cover Letter: Retailer Notices: The Offeror shall coordinate the dissemination of standard letters to applicants informing them that their application is complete, or what documents are still missing from their file. Notifications are also sent to retailer that their application has been approved for the acceptance of EBT cards. 5. Reauthorization Letters: The Offeror shall send retailer instructions notices informing retailers on how to reauthorize.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/USDA/FNS/CMB/AG-3198-S-15-0007/listing.html)
- Place of Performance
- Address: 3101 Park Center Drive, Alexandria, Virginia, 22302, United States
- Zip Code: 22302
- Zip Code: 22302
- Record
- SN03617093-W 20150117/150115234609-ac5e8cf4a811d2c1fca8ed2addfeb398 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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