SOURCES SOUGHT
R -- Call Center Operations Support Services - M00264-15-SSI-0118
- Notice Date
- 8/19/2015
- Notice Type
- Sources Sought
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Department of the Navy, United States Marine Corps, MCB Quantico - National Capital Region (NCR), 2010 Henderson Road, Quantico, Virginia, 22134-5045, United States
- ZIP Code
- 22134-5045
- Solicitation Number
- M00264-15-SSI-0118
- Archive Date
- 9/4/2015
- Point of Contact
- Curtis W. Harris, Phone: 7037843564
- E-Mail Address
-
curtis.harris@usmc.mil
(curtis.harris@usmc.mil)
- Small Business Set-Aside
- N/A
- Description
- Call Center Operations Support Services REQUIRED CAPABILITIES: Wounded Warrior Regiment (WWR) has a requirement for non-personal services to support resource call center operations capable of serving the needs of wounded, ill and injured (WII) Marines as a 24/7 information resource and outreach center as well as providing non-medical case management, in accordance with the Performance Work Statement (PWS). Wounded Warrior Regiment's stated outcome is to provide to the Marine Corps, through planning, analysis, and design a state-of-the-art resource and call center operation near Quantico Virginia capable of supporting 24/7 response to needs of WII Marines and their families. Call center operations must support maintaining a toll free phone line capable of handling multiple simultaneous incoming phone calls, a call management system, capability of recording phone calls as well as pertinent data to include but not limited to phone call duration. WWRCC operations will be conducted, in contractor facilities, on or within 10 miles of Marine Corps Base Quantico, Virginia. In addition, two contact centers located, in government provided facilities, onboard Camp Lejeune, North Carolina and Camp Pendleton, California must be maintained to support operations during normal working hours (typically 7:30AM to 4:30PM) to support outreach and response to locally addressed issues. Currently WWR supports over 30,000 WII Marines requiring outreach and support. Outreach contact frequency varies due to the nature of their respective injury or illness. It is anticipated that this supported population will expand in a linear fashion as Marines continue to experience illness and injure requiring enduring support. Outgoing calls are initiated using last known contact information maintained in government information management systems; however, the contractor must have the capability to search national data bases to obtain and update contact information for the target population. A principal component of the WWRCC is the Customer Care Representative (CCR). The CCR must be prepared to conduct an interview with every Marine or family member contacted by the WWRCC and provide an assessment of their support needs. Based upon this assessment, the CCR will provide information and guidance to resources and or benefits / entitlements to assist with their individual needs. Some cases may require that the CCR act as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine's needs. Equally important, the CCR shall capture the essence of the WII Marines' concerns/issues and properly document the information in the Marine Corps Wounded Ill/Injured Tracking System (MCWIITS). CCRs will typically work in shifts supporting 24 hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach, with emphasis on M-F, 9 AM to 5 PM. Adequate supervisor support should be provided for oversight of CCR's and overall WWRCC operations. WWR will require a capability to support non-medical case management (NMCM) in situations where issues or concerns of the Marine and their family cannot be adequately resolved during the course of the initial phone call and will require extended support. Typically this has involved: Traumatic Service-member Group Life Insurance cases; Social Security Disability Claims cases; military pay and entitlements issues; military awards and decorations; and Temporary Disability Retirement List cases. NMCMs will commonly work with government agencies to facilitate positive outcomes and ensure Marines are maximizing healthcare and benefit programs. NMCMs work cases until all issues have been resolved and return them to the Call Center for continued outreach. The required number of NMCMs and their case load will vary based upon the needs of the supported population. Historically ~2-3% of the overall WWR supported personnel have required NMCM support. NMCMs will reside at the WWRCC and satellite locations. WWR will require a capability to support members of the target population who have complex non-medical case management and extended support needs. These Field Support Representatives (FSR) may be geographically dispersed in order to mitigate complex open and unresolved cases throughout the continental United States, It is estimated that four FSR's will be required to meet current demand and will be required to travel up to 30% of the time. In addition to interfacing with WWR uniformed and support staff they will work closely with; Veterans Affairs personnel, Navy & Marine Corps Relief Society Traveling Nurses, Veterans Service and Charitable Organizations representatives, in the vicinity of the supported member. All WWRCC personnel must be able to pass the required background investigation needed to utilize Marine Corps unclassified networks and information systems, obtain a Common Access Card as well as to handle PII and HIPPA information. The WWRCC is responsible for capturing performance metrics associated with call handling, intakes, referrals and other aspects of performance for reporting to higher headquarters, outside agencies, private activities, and Congressional oversight panels. A principal method for capturing this information is through the use of on-line surveys designed to target specific groups, perform ad hoc quality reviews, and to identify relevant issues that affect the targeted sample group. The Contractor shall develop a formal methodology for conducting surveys of the target population and ensuring the validity of the results through sound analytical practices. The Contractor is responsible for establishing and ensuring a comprehensive capability to track and capture performance metrics, and to provide this information in the form of recurring weekly/monthly reports, as well as in response to ad hoc inquiries. The Contractor shall establish a reporting protocol and coordinate the necessary management interfaces requirement to the effectiveness of their operations and compliance with the associated quality standards. The Contractor will be required to work collaboratively and share information and data collected in the performance of this contract with WWR support personnel (uniformed, government and support contractors) who provide recovery care coordination and support to the same target population supported by the WWRCC. Targeted Outreach Capability: There is a desire to provide a platform/database report that consolidates all of the resources that are available to the Marine, in the location that they have designated during the course of the initial phone call. Information from MCWIITs would need to be accessed by the WWRCC representatives immediately prior to and during each call. This information would include the Marine's current address, interest inventory items, and support needs and goals. The intent is to make this information exportable to an external application, in a manner that would prevent possible violations of Personally Identifiable Information (PII) or Health Information Portability Privacy Act (HIPAA) policies. Examples of the type of information to be provided by Non-medical case managers include: a. Local support services and national networks including: Veteran Service Organizations, Charitable Organizations and Wounded Warrior Support Organizations, b. Local social groups that mirror Wounded Warrior Lines of Operation: Hunting, fishing, adaptive sports (swimming, track, field, cycling, basketball, volleyball, shooting, archery, skiing, surfing, etc.), adaptive paddling, art therapy, etc. c. Opportunities may include: Local events hosted by any of the aforementioned organizations, hiring events and professional / social events. SPECIAL REQUIREMENTS: -Conference room for support staff training able to accommodate up to fifty people with audio/visual and teleconference capability. -Additional (6) work spaces are to be provided to accommodate WWR staff providing recovering service member support. -Development, execution and sustainment of a social media strategy (Facebook, Twitter etc.) in conjunction with WWR staff (Public Affairs, Future Initiatives and Transformation Team etc.) - Support, maintenance and continued development of the WWR mobile device application to support target population. -Back-up phone system that supports the primary and ensures a lapse of service is highly unlikely. -98% accuracy of call log system references.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DON/USMC/M00264/M00264-15-SSI-0118/listing.html)
- Place of Performance
- Address: Wounded Warrior Regiment, Quantico, Virginia, 22134, United States
- Zip Code: 22134
- Zip Code: 22134
- Record
- SN03845533-W 20150821/150819235438-effa2ba07cfc4ab0bea749dc6eada958 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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