Loren Data's SAM Daily™

FBO DAILY - FEDBIZOPPS ISSUE OF FEBRUARY 12, 2017 FBO #5560
DOCUMENT

D -- Tier 1 Contact Center Solution for the Department of Veterans Affairs - Attachment

Notice Date

2/10/2017
 

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

VA11817N1879
 

Response Due

2/16/2017
 

Archive Date

4/17/2017
 

Point of Contact

Sarah H Kuna
 

E-Mail Address

0-9651<br
 

Small Business Set-Aside

N/A
 

Description

Contact Center Solution for Department of Veterans Affairs Page 5 of 5 Page 5 of 5 Contact Center Solution for Department of Veterans Affairs Request for Information (RFI) Introduction This Request for Information (RFI) is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the government as to the ultimate acquisition approach. In accordance with Federal Acquisition Regulation (FAR) 15.201(e), responses to this notice are not offers and cannot be accepted by the government to form a binding contract. The purpose of this RFI is to identify qualified contractors, who are able to meet Department of Veterans Affairs (VA) requirements for a Contact Center solution that provides Tier 1 support for Veterans. Any contract/order that might be awarded based on information received or derived from this market research will be the outcome of the competitive process. The purpose of this RFI is to obtain market information on capable sources of supply, industry practices, and input specific to the information provided. The Government is not responsible for any cost incurred by industry in furnishing this information. 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 Request for Proposal (RFP), 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. The NAICS code applicable to this acquisition is 541512. The Small Business Size Standard for this NAICS code is $27.5M. Please indicate your company size and socio-economic status under this NAICS. Scope of Work VA is seeking information regarding established/existing Contact Centers capable of providing Tier 1 support to Veterans with proven industry and/or federal experience in successfully managing the over 20 million calls per year anticipated by VA. The Contractor s Contact Center solution must be established and operational within 50 days of award and is required to be an onshore (domestic) service provider delivering the customer experience, journeys and engagement life cycle to the Veterans through trained, empathetic call center agents. Calls received will be logged into the Call Center s contact center system, and triaged/handed-off to established Tier 2 and Tier 3 VA Call Centers and facilities. Contact Center Solution Capabilities: 24x7x365 Support Scalability to support 20 million calls (or more!) per year Empathetic agents trained to accurately respond, log and triage Capability to answer and log calls that do not require the deep experience of Tier 2/3 VA Call Center agents Multi-Channel Capability email, text and chat High Service Quality Call Analytics services Dedicated Phone Number and Mailbox High First Call Resolution and Customer Experience Index Uses digital labor and contact center automation Integrated Customer Relationship Management (CRM) services Data Analytics services Support contacts via a range of mobile devices Knowledge Management services Tier 0 Self Service portal services The Contractor is expected to use its own robust telephony (inclusive of voice and interactive voice response services), as well as offer customer services through channels such as email response management, SMS, text services and mobile applications, to meet VA s Contact Center requirements. Due to the widely varying demographics, potential physical limitations, and diverse range of possible issues Veterans may present, VA requires a robust multi/omni channel capability that leverages leading technologies which deliver excellent customer experience at the best value. This will appropriately enable Veterans to select the appropriate interaction channel, and maximize the use of digital labor, process and cognitive automation, etc. An example would be the use of Artificial Intelligence (AI) integrated with chat that can provide automated answers to a percentage of Veteran questions but escalate to a live agent if required. VA also requires that all interactions, regardless of entry channel or degree of human interaction, be captured for data analytics. VA will supply the Tier 1 Contact Center agents with the appropriate business knowledge via training and knowledge articles. The Contractor implementation team may be asked to assist VA in identifying and documenting the appropriate workflows and interface protocol between the Contractor-provided Tier 1 Contact Center and the VA Tier 2 or Tier 3 Call Centers or facilities. The Contact Center solution shall utilize human-centered design (including prototyping and testing solutions with Veterans before launch, and/or Veteran journeys to design the solution) throughout the implementation. VA s anticipated performance metrics will include, but not be limited to, first call resolution (FCR), Customer Experience Index (CXI), Average Speed To Answer, Abandonment Rate (Number of callers that hang up before an agent answers), Accuracy of Call Forecasting (difference between the number of calls predicted to arrive during a specific timeframe and the actual number of calls that arrived). VA currently anticipates the following period of performance: 12 months from the date of award, with 4 optional performance years. RFI Response Instructions NOTE: The capability package must be clear, concise, and complete. VA is under no obligation to provide feedback to the company, or to contact the company for clarification of any information submitted in response to this RFI. Provide the following information: Provide Company Information: Company Name CAGE/DUNS Number under which the company is registered in SAM/VetBiz.gov Company Address Point of contact name Telephone number Email address For Service Disabled Veteran Owned Small Business (SDVOSB)/Veteran Owned Small Business (VOSB) concerns, indicate whether at least 50 percent of the cost of performance incurred is planned to be expended for employees of your concern or employees of other eligible SDVOSB/VOSB concerns. Do you plan to Prime or be a subcontractor? Can your company independently provide the entire range of requirements? If not, which requirements cannot be met and describe teaming arrangement to meet all of the requirements. Brief summary describing your company s available solution (business and technical) to meet the requirements, to include: Number of Clients supported Number of Contacts (by Channel) supported per year Number of call center agents Geographic locations (indicate those that you would recommend to provide service to the VA) Indicate whether your solution meets all of the capabilities identified above (Scope of Work). If not which capability cannot be met with business process outsourcing solution. Identify alternative approaches to meeting the capability if available. What are your company s processes to satisfy the requirements for adherence to schedule, agility, flexibility, responsiveness, scalable and reliability, service quality and consistency, and continuous improvement? (C) Recommended pricing models addressing required scalability; (D) Rough Order of Magnitude (ROM) pricing for the anticipated volume; (E) Recommended Service Level metrics, targets and measurement windows for the following Performance Metrics: First Call Resolution (FCR), Customer Experience Index (CXI), Average Speed To Answer, Abandonment Rate (Number of callers that hang up before an agent answers), Accuracy of Call Forecasting (difference between the number of calls predicted to arrive during a specific timeframe and the actual number of calls that arrived). Provide additional Performance Metrics (if any) that are standard components of your service offering. Proposed standard transition/ implementation timelines; address an implementation timeline of 50 days, what would be in-scope or out-of-scope for your provision of this service? What would be the risks? Provide standard timelines and activities for implementation of this service (based on establishing this service at a client of similar scope and volume. Provide your company s experience in using human-centered design (including prototyping and testing solutions with Veterans before launch, and/or Veteran journeys to design the solution) in the implementation approach Provide a list of information that your company would need captured in an RFP in order to appropriately determine the best solution and provide pricing. If you have operated as a prime contractor in providing a Contact Center Solution: Provide a case study (no more than one page), that describes how you have provided or currently provide this solution to an organization of similar scope, size and complexity to the VA?  Indicate the percentage of the work that was performed by your company as the prime contractor in this case study. Provide a case study (no more than one page), that describes how you implemented and transitioned a client to your Tier 1 Contact Center Solution. The client scope, size, complexity and contact volume must be similar to the VA.  Indicate the percentage of the work that was performed by your company as the prime contractor in this case study. Provide a case study (no more than one page), that describes how you provided technical and organizational transformation of a client to your Tier 1 Contact Center Solution. The client scope, size, complexity and contact volume must be similar to the VA.    Indicate the percentage of the work that performed by your company as the prime contractor in this case study. Provide a case study (no more than one page), that describes how you provided end-to-end service implementation, coordination, Tier 2 and Tier 3 Call Center integration a client to your Tier 1 Contact Center Solution. The client scope, size, complexity and contact volume must be similar to the VA.    Indicate the percentage of the work that performed by your company as the prime contractor in this case study. Provide a list of the number of clients that you have successfully implemented and supported as a prime contractor. The client s scope, size, complexity and contact volume must be similar to the VA.   Additional information such as contact center capacity, number of contacts (by channel) and geographical scope can be included as available. Provide a case study (no more than one page), that describes how you provide multi/omni channel capabilities which leverage leading technologies (such as digital labor, cognitive automation, etc.) which can minimize the human interaction required successfully triage, resolve, or escalate a Veteran contact. Include the percentage of contacts conducted per channel. Provide a greenfield recommendation (no more than two pages) of how you would implement a solution that meets the needs of this Tier 1 VA Contact Center requirement. Provide a recommendation on how you would address this use case: The contact center would intake complaints/issues electronically (i.e., by voice, email, text, etc.), after which they would be screened, routed, and resolved. The screening process would inform which customers would need a phone call from a live agent. The Technology Acquisition Center (TAC) point of contact for this RFI is Contract Specialist, Sarah Kuna, sarah.kuna@va.gov and Contracting Officer, Dana Newcomb, dana.newcomb@va.gov. Responses to this RFI shall be submitted electronically by 10:00 AM Eastern Standard Time, February 16, 2017 via Virtual Office of Acquisition (VOA), https://www.voa.va.gov/. Interested Vendors are encouraged to register for the Vendor Portal in order to ensure timely transmission of their RFI responses to the Government. The web address for the VOA site is https://www.voa.va.gov/. Interested Vendors must be registered users on the VOA website in order to submit an RFI response. Once Interested Vendors are registered, Interested Vendors can click on the Proposal Dashboard link and within that link click on Add Proposal to open up the form to upload files. The Proposal Type drop down field should be changed to VA118-17-N-1879 to reflect this RFI. For registration or technical issues concerning RFI Response submission, contact voahelp@va.gov. WARNING:   Please do not wait until the last minute to submit your responses!   To avoid submission of late responses, we recommend the transmission of your response file 24 hours prior to the required response due date and time.   Please be advised that timeliness is determined by the date and time an Offeror s response is received by the Government not when an Offeror attempted transmission. Offerors are encouraged to review and ensure that sufficient bandwidth is available on their end of the transmission. All proprietary/company confidential material shall be clearly marked on every page that contains such.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/045841d11c6676b296cff2db1a056b03)
 

Document(s)

Attachment
 

File Name: VA118-17-N-1879 A00003 VA118-17-N-1879 A00003.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3268858&FileName=VA118-17-N-1879-A00003000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=3268858&FileName=VA118-17-N-1879-A00003000.docx

 

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

Record

SN04398832-W 20170212/170210234214-045841d11c6676b296cff2db1a056b03 (fbodaily.com)
 

Source

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

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