SOURCES SOUGHT
99 -- Automated Omnichannel Real Time Survey Tool - HSSCCG-17-I-00005
- Notice Date
- 3/17/2017
- Notice Type
- Sources Sought
- NAICS
- 541519
— Other Computer Related Services
- Contracting Office
- Department of Homeland Security, Citizenship & Immigration Services, USCIS Contracting Office, 70 Kimball Avenue, Burlington, Vermont, 05403
- ZIP Code
- 05403
- Solicitation Number
- HSSCCG-17-I-00005
- Point of Contact
- Christopher C. Hatin,
- E-Mail Address
-
christopher.c.hatin@uscis.dhs.gov
(christopher.c.hatin@uscis.dhs.gov)
- Small Business Set-Aside
- N/A
- Description
- The U.S. Citizenship and Immigrations Services (USCIS)/Customer Service and Public Engagement Directorate (CSPED) values the feedback of customers and actively seeks their input in the development of policies, procedures, and customer experience. CSPED uses several platforms, such as telephonic, email, written correspondence, chat, and online tools to engage with customers and stakeholders. CSPED utilizes customer service feedback obtained in surveys from a variety of topics regarding customer satisfaction. These surveys are conducted to provide customer service feedback on the USCIS Customer Engagement Center (CEC), on the operations of the Customer Service Division of CSPED, USCIS customer tools, and overall customer experience with the USCIS immigration process. USCIS Customer Service Division seeks an automated Omnichannel (telephonic, written, email, chat, web, voice, Interactive Voice Response (IVR), Interactive Virtual Assistant (IVA), and social media) Survey Tool that provides real time survey data through our Salesforce solution Customer Relationship Management (CRM) tool. The purpose of this sources sought notice is to identify vendors to provide turn-key software that provides automated Omnichannel survey responses and data. The software should provide real time surveys and the survey responses from Salesforce, IVA and Live Chat. Vendors who demonstrate the ability to provide the services may be invited to demonstrate current product technology. Interested businesses and government or non-profit organizations are encouraged to respond to this notice. However, be advised that generic capability statements are not sufficient for effective evaluation of respondents' capacity and capability to perform the specific work as required. Responses must directly demonstrate the company's capability, experience and/or ability to satisfy the minimum requirements listed below.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DHS/BC/ACB/HSSCCG-17-I-00005/listing.html)
- Record
- SN04439679-W 20170319/170317234848-84733ab9116ee7de698a9d75322d2cda (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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