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FBO DAILY - FEDBIZOPPS ISSUE OF DECEMBER 05, 2015 FBO #5125
DOCUMENT

D -- Voice Access Modernization (VAM) Enterprise Interactivee Voice Response (IVR) Maintenance and Operational Support - Attachment

Notice Date

12/3/2015
 

Notice Type

Attachment
 

NAICS

541512 — Computer Systems Design Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;23 Christopher Way;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11816R0912
 

Response Due

12/9/2015
 

Archive Date

12/19/2015
 

Point of Contact

Susan Banasiak
 

E-Mail Address

Banasiak@va.gov<br
 

Small Business Set-Aside

N/A
 

Description

Request for Information for Voice Access Modernization (VAM) Enterprise Interactive Voice Response (IVR) Maintenance and Operational Support December 3, 2015 THIS IS NOT A SOLICITATION. This is a Request for Information (RFI)/Sources Sought notice issued in accordance with Federal Acquisition Regulation (FAR) 15.201(e) to conduct market research. This RFI is issued solely for information and planning purposes - it does not constitute a Request for Quote (RFQ) - or a promise to issue a RFQ in the future. This request for information does not commit the Government to contract for any supply or services whatsoever. The Department of Veterans Affairs (VA) is not, at this time, seeking proposals and will not accept unsolicited costs incurred in response to this RFI; all costs associated with responding to this RFI will be solely at the interested vendor's expense. Not responding to this RFI does not preclude participation in any future RFQ, if any is issued. Any information submitted by respondents to this RFI is strictly voluntary. All submissions become Government property and will NOT be returned. This announcement is based upon the best information available and is subject to future modification. Overview: The Contractor shall provide systems maintenance, operational support and on-going modifications to the VAM Enterprise Contact Center (ECC) environment, to include applications and call flow changes. Supported systems include: "Cisco - supplied hardware (Unified Computing System (UCS) servers and 3925E/3925/2190 integrated services routers (ISR)); "Cisco UCCE platform; "Customer Voice Portal (CVP) for call segmentation, IVR based self-services and call queuing; "Intelligent Contact Management (ICM) for call routing, Computer Telephony Integration (CTI) messaging and reporting feed; "Cisco Unified Communications Manager and Unity for private branch exchange /Voice mail functionality; "Finesse and CTI operating system (OS) to provide agent desktop features; "Local (Cisco Internet Protocol (IP) Phones and IP Communicator) and remote agents (both virtual private network and mobile client based); "Cisco Unified Intelligence Center (CUIC) used for historical and real time reporting and dash boards; "Cisco outbound option for outbound voice solution; "Custom developed Cisco outbound option based Short Message Service (SMS) solution; "Agent end points (Cisco phones and IP Communicators) in call center locations; "Courtesy call back; "Nice Engage Quality assurance solutions, including voice recording, screen capturing, scoring, interaction and voice analytics; "Nice IEX Workforce management solution with real time and historical data feed from Cisco UCCE environment. Supported flows and application include: "Line of businesses call flows; "Self-service applications for Insurance, Education Certification, NCCs and others; "SMS outbound campaign; "Post call surveys (after call and next day); "Outbound voice surveys and campaigns; "Service call flows. Modifications and adjustments will include: "Systems capacity increase (using government equipment and software provided or equipment and licenses provided by contractor as a part of optional tasks); "Modifications of the existing call flows and application; "Development of the new call flows and applications, as needed; "System configuration adjustment, as needed; "Reporting modification and development; "Outbound notifications (voice and SMS) modifications; "CTI integration of UCCE Finesse with Microsoft Dynamics (MSD) Customer Relationship Management (CRM). The Contractor shall provide Subject Matter Expertise (SME) for solution and systems involved with VAM ECC environment. The SME shall provide guidance on available systems and features, best practices in configuration and development, expansion options, survivability and performance management as solution grows, necessary upgrades. Information Requested: 1.Company Information/Socio-Economic Status: 1.Provide your company size and POC information; 2.Provide GSA contract number, if applicable, or state if open market; 3.VA has identified the appropriate North American Industry Classification System (NAICS) Code 541519, Other Computer Related Services, which has a size standard of $27.5 Million for this RFI. Please identify and explain any other NAICS codes your company believes would better represent the predominated work included in the attached PWS; 4.Indicate whether your company, subcontractors, teaming partners, joint ventures have a Federal Socio-Economic Status, e.g., Small Business, Service-Disabled Veteran Owned Small Business, Veteran Owned Small business, Women-Owned Small Business, Disadvantaged Small business, and Hub Zone. If Service Disabled or Veteran Owned Small business, is your company and or partners registered in VA's VetBiz repository? 2.Background/Past Experience: Provide the following information on a maximum of three similar projects dealing with Installation, maintenance and support for Contact Center environment. All projects referenced must have been completed within the last three years for which the responder was a prime or subcontractor. 1.The name, address, and value of each project. 2.The Prime Contract Type, Firm Fixed-Price, Cost Reimbursement or Time and Material 3.The name, telephone and address of the owner of each project 4.A description of each project, including difficulties and successes 5.Your company's role and services provided for each project. 3.Capabilities/Qualifications: Overview of proposed support approach, capabilities and staffing model. Include a description of the capabilities/qualification/skills your company possesses for each of the below statements: 1.Assessment of capabilities to perform requirements in the Performance Work Statement (PWS). 2.Assessment of the types of changes required to accomplish the goals. 3.Approach to be utilized to develop necessary changes to the systems to meet the organizational goals. 4.Draft schedule to complete necessary changes. 4.Teaming Arrangements: Description of Teaming Partners, Joint Ventures that your company would consider to perform work. 5.Price Information: Provide a rough order of magnitude. 6.Other Market Information: Provide any other relative information, this information must be included within the 10-page limitation. 7.Please provide any feedback on the draft PWS. Specific Response Instructions: Please submit your RFI response in accordance with the following: 1) No more than 10-pages (excluding transmittal page). Include the name, email address and phone number of the appropriate representative of your company; 2) Mark your response as "Proprietary Information" if the information is considered business sensitive. 3) NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. The government will not review any other information or attachments included, that are in excess of the 10-page limit.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/d87da2c5b3ebf6b5f6b129f35c5252ad)
 

Document(s)

Attachment
 

File Name: VA118-16-R-0912 VA118-16-N-0912.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2446718&FileName=VA118-16-R-0912-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2446718&FileName=VA118-16-R-0912-000.docx

 

File Name: VA118-16-R-0912 IVR PWS v2.6_11-23-2015.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2446719&FileName=VA118-16-R-0912-001.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2446719&FileName=VA118-16-R-0912-001.docx

 

File Name: VA118-16-R-0912 Attachment A - VAM Environment_v 0.3.pdf (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2446720&FileName=VA118-16-R-0912-002.pdf)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=2446720&FileName=VA118-16-R-0912-002.pdf

 

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

Record

SN03959664-W 20151205/151203234208-d87da2c5b3ebf6b5f6b129f35c5252ad (fbodaily.com)
 

Source

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

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