SOURCES SOUGHT
D -- Enterprise Service Desk (ESD) - Contact Center Infrastructure (CCI) Support - New Task Order (VA-22-00013418)
- Notice Date
- 10/22/2021 11:32:20 AM
- Notice Type
- Sources Sought
- NAICS
- 541512
— Computer Systems Design Services
- Contracting Office
- TECHNOLOGY ACQUISITION CENTER NJ (36C10B) EATONTOWN NJ 07724 USA
- ZIP Code
- 07724
- Solicitation Number
- 36C10B22Q0043
- Response Due
- 10/29/2021 10:00:00 AM
- Archive Date
- 02/05/2022
- Point of Contact
- Andrea Bonfiglio, Contract Specialist, Phone: 848-377-5189
- E-Mail Address
-
Andrea.Bonfiglio@va.gov
(Andrea.Bonfiglio@va.gov)
- Awardee
- null
- Description
- Request for Information Enterprise Service Desk- Contact Center Infrastructure (CCI) Support VA-22-00013418 Introduction This is a Request for Information (RFI) issued to determine vendor capabilities, availability of Vendor Information Pages (VIP) verified Service-Disabled Veteran-Owned Small Businesses (SDVOSBs) and Veteran Owned Small Businesses (VOSBs) that are capable of providing the services identified in the attached Performance Work Statement (PWS). This RFI is for planning purposes only and shall not be considered an Invitation for Bid, Request for Task Execution Plan, Request for Quotation or a Request for Proposal. Additionally, there is no obligation on the part of the Government to acquire any products or services described in this RFI. Your response to this RFI will be treated only as information for the Government to consider. You will not be entitled to payment for direct or indirect costs that you incur in responding to this RFI. This request does not constitute a solicitation for proposals or the authority to enter into negotiations to award a contract. No funds have been authorized, appropriated or received for this effort. Interested parties are responsible for adequately marking proprietary, restricted or competition sensitive information contained in their response. The Government does not intend to pay for the information submitted in response to this RFI. The North American Industry Classification System (NAICS) for this requirement is 541512 with a size standard of $30 million. A company that is not a VIP registered and verified SDVOSB or VOSB (https://www.vip.vetbiz.va.gov/ should not respond to this notice. 2. Submittal Information: All responsible sources may submit a response in accordance with the below information. There is a page limitation for this RFI of 25 pages. The Government will not review any other information or attachments included, that are in excess of the 25-page limit. NO MARKETING MATERIALS ARE ALLOWED AS PART OF THIS RFI. Generic capability statements will not be accepted or reviewed. Your response must address capabilities specific to the services required in the attached PWS and must include the following: Interested Vendors shall at a minimum, provide the following information in the initial paragraph of the submission: Name of Company Address Point of Contact Phone Number Fax Number Email address Company Business Size and Status For VOSB and SDVOSBs, proof of verification in VIP. NAICS code(s) Socioeconomic data Data Universal Numbering System (DUNS) Number Existing Contractual Vehicles (GWAC, FSS, or MAC) Please provide a detailed description of your ability to provide the complete CCI services described in the PWS. Include design and architecture information on your proposed solution, along with the current FedRAMP authorization level of the proposed solution. Please include details on the following items in your response: How will you use Telephony Infrastructure (i.e., ACD, IVR) for queue management and call routing for Tier 1 calls, chats and self-service tickets to multiple Tier 1 agent vendors? What is your recommended methodology for multi- and omni-channel support to deliver contacts seamlessly across digital and traditional channels, such as chat and messaging, telephony, web, self-social media, ITSM tool, etc.? Provide details on solutions you have implemented. What is your recommendation to benefit from advancements in artificial intelligence, machine learning, and robotic process automation to improve user experience and process efficiency? Provide details on solutions you have implemented. How many days would it take for you to have the full CCI services in place and VA ATO documentation submitted? Detail your CCI solution s ability to expand and contract capacity (e.g., IVR ports) to maintain service levels during peak and non-peak hours, and during unexpected surges to minimize or eliminate busy, fast busy, or disconnects that result in inability of customers to enter the queue? Have you provided performance analysis and reporting, and quality assurance services described in the PWS. Please provide an example. Provide commercially available list pricing for similar contact center services. What pricing model would you recommend for the CCI services, reporting, and quality assurance, as described in the PWS? Provide assumptions you used in developing this model (number of agents, number of IVR ports, etc). Provide a Rough Order of Magnitude, including estimated quantities, unit pricing, and any additional anticipated costs, to meet the Governments requirements. Do you feel the SLAs listed in section 6.5 of the PWS are sufficient for the services required in the PWS? Are there any additional SLAs you would recommend? Are there any SLAs you would suggest be removed or altered? Are the mandatory features in section 5.4.3, and associated functional requirements for each, typical of commercial contact center infrastructure offerings? If not, which features or functionality do you recommend be added, removed, or revised? Are the optional features in sections 5.8 through 5.16, and associated functional requirements for each, typical of commercial contact center infrastructure offerings? If not, which features or functionality do you recommend be added, removed, or revised? What methods of incentives and/or disincentives would you recommend, in addition to or in replacement of those described in the PWS, to motivate continued high levels of service to ensure SLAs are met though the life of the contract? Considering that CCI operations may be disrupted by pandemics, natural disasters and/or failures of infrastructure (i.e., power grids), what is your recommended approach for disaster preparedness and redundant capabilities for ensuring geographic diversity and continuity of operations? (i.e., place of performance, backup power, agent staffing levels, etc.) Corporate experience or expertise in performing these services and specific examples or references. Specific examples or references provided must include the agency, point of contact, dollar value, and contract number. Your company s intent and ability to meet the set aside requirement in accordance with VAAR 852.219-10 (NOV 2020) (DEVIATION) VA Notice of Total SDVOSB and 13 CFR ยง125.6, which states the contractor will not pay more than 50 percent of the amount paid by the Government to it to firms that are not SDVOSBs. Your response shall include information as to available personnel and financial resources; full names of proposed team members and the PWS requirements planned to be subcontracted to them, which must include the prime planned percentage or the names of the potential team members that may be used to fulfill the set aside requirement. Has the draft PWS provided sufficient detail to describe the technical requirements that encompass the software development and production operations support services to be performed under this effort. ______ YES _______ NO (if No, answer question s) If NO , please provide your technical comments/recommendations on elements of the draft PWS that may contribute to a more accurate proposal submission and efficient, cost effective effort. Responses are due no later than 1:00 PM EST, Friday, October 29, 2021 via email to Andrea Bonfiglio, Contract Specialist at Andrea.Bonfiglio@va.gov and Iris Farrell, Contracting Officer at Iris.Farrell@va.gov. Please note ESD-CCI RFI in the subject line of your response. Mark your response as Proprietary Information if the information is considered business sensitive. The email file size shall not exceed 5 MB.
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- SN06163004-F 20211024/211023201359 (samdaily.us)
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