MODIFICATION
R -- DOL Customer Relationship Management Sys & Implementer
- Notice Date
- 3/20/2015
- Notice Type
- Modification/Amendment
- NAICS
- 541512
— Computer Systems Design Services
- Contracting Office
- Department of Labor, Office of the Assistant Secretary for Administration and Management, Office of Procurement Services, 200 Constitution Avenue, NW, S-4307, Washington, District of Columbia, 20210-0001, United States
- ZIP Code
- 20210-0001
- Solicitation Number
- DOL-OPS-15-RFI-CRM
- Archive Date
- 4/18/2015
- Point of Contact
- Donna McMullen,
- E-Mail Address
-
mcmullen.donna.r@dol.gov
(mcmullen.donna.r@dol.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- This sources sought announcement is for information and planning purposes only; it is not to be construed as a commitment by the Government. A contract may not be awarded as a result of this sources sought announcement. The purpose of this sources sought is to identify interested small businesses to include small business, service-disabled veteran owned small business, HUBZone Small Business, and Women-Owned Small Business for a Customer Relationship Management (CRM) system and Implementer for the U.S. Department of Labor National Contact Center in support of the Office of Public Affairs. The Government will determine the set-aside category upon evaluation of capability packages in accordance with FAR Part 19. If capability packages are not received from at least two (2) responsible small business concerns from any of the categories identified above in accordance with FAR Part 19 by the response date or if the Government determines that no small business concerns, in accordance with FAR Part 19, are capable of performing this requirement based upon an evaluation of the capability packages submitted; this requirement will be solicited under full and open competitive procedures. Contractors are responsible for all costs for submitting their capability packages. All capability packages must include the Contractors preliminary "Rough Order of Magnitude" quote for this requirement. All contractor capability packages must be submitted no later than April 3, 2015 at 1:00 PM EST to Ms. Donna McMullen at McMullen.Donna.R@dol.gov Only small businesses are to submit capability packages. Interested small business concerns in NAICS code 518210 with a size standard of $32.5M are encouraged to submit their capability packages. The capability packages for this sources sought market survey are not expected to be proposals, but rather statements regarding the company's existing experience in relation to the areas specified in the draft Statement of Work. Capability packages must not exceed 20 pages and must be submitted electronically. Small business concerns are to demonstrate their experiences in answering the following: 1. Is the CRM solution completely Cloud based? Are all user interfaces browser based with absolutely no downloads required to access any part of the CRM or perform any functions in the CRM? If yes, is your CRM 100% browser based solution? 2. Do you have a CRM system that is NIST, FISMA, and Fed Ramp moderate compliant? If yes, then will Vendor have a FISMA moderate ATO at time of award? 3. Is your CRM solution able to in-part or in-whole; easily interface and/or integrate with other contact center systems including but not limited to Computer Telephony Integration (CTI) systems, Quality Assurance Monitoring systems, Reporting systems, Automatic Call Distribution (ACD) systems, Interactive Voice Response (IVR) systems, and all required DOL systems including but not limited to legacy flat file systems? 4. Do you have experience data migrating large sets of data? If yes, how many times has your company completed data migrations? 5. Does your company have experience in managing, organizing, and developing content architecture in a CRM? If yes how many times has your company performed this task? 6. Does your company have experience with configuring a CRM for a large scale public industry contact center which includes a data migration for over 7,500 content records? 7. Has your company completed CRM system integrations and/or interfaces with contact center technologies such as a quality assurance system, CTI, IVR, and ACD systems? 8. Does your CRM have the capability of cloud data storage for at least 5 terabytes of data? 9. Is your CRM solution compatible with multiple communications channels including but not limited to web, email, phone, text, chat, fax, letter, walk-in, social media, mobile phone (i.e. texting), mobile app, tablet, drones, etc.? 10. Can non-technical Federal personnel easily configure all CRM functions, user interfaces, business processes, forms, data elements, and data tables? 11. Is your CRM solution able to in part or in whole record, track, categorize, escalate, and route multiple customer contacts, knowledge articles, and contact center transaction data elements? If yes, is it live? 12. Does the latest version of the CRM in part or in whole always be available for implementation at the DOL-NCC's discretion? 13. Is your CRM solution able to provide a searchable knowledge base consisting of multiple unique knowledge articles that can be categorized, organized, and displayed in a structured hierarchy that can be manipulated by non-technical Federal staff? 14. Will the CRM solution be able to provide a configurable reporting and display dashboard that is capable to support, interface and/or integrate with group and individual displays? 15. Will the Implementer be able provide all technical services to meet all necessary configurations of the aforementioned CRM requirements? If no, what technical services cannot be provided? Areas or tasks where a contractor does not have prior experience should be annotated as such.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DOL/OASAM/WashingtonDC/DOL-OPS-15-RFI-CRM/listing.html)
- Record
- SN03674928-W 20150322/150320235210-455fe21a2b688f694d04456d5b793679 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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