Department of Transportation, National Highway Traffic Safety Administration, Office of Contracts and Procurement (NAD-30), 400 Seventh Street, S.W., Washington, D.C. 20590

R -- AUTO SAFETY HOTLINE OPERATIONS SUPPORT AND MANAGEMENT SOL DTNH22-99-R-01020 DUE 120198 POC Joseph Comella, Contract Specialist, (202)366-9568, FAX (202) 366-9555 The National Highway Traffic Safety Administration(NHTSA) is soliciting proposals for the operational support and management of the NHTSA Auto Safety Hotline. This competitive solicitation is set aside for 8(a) eligible small business firms. The Auto Safety Hotline is a one stop access point accepting calls from the public reporting safety problems and/or seeking information about traffic safety and the NHTSA organizations. This effort will require the offeror to have the technical capability to transfer data into NHTSA's computer data bases. Three main areas of support to this operation are telephone answering, transcription and mail out materials, and process management. The current telephone answering operation is conducted at Department of Transportation (DOT), 400 7th St. SW, Washington DC 20590. The offeror is to provide qualified personnel to handle a daily volume of 3,000 total inbound calls, of which 1,500 are direct to representatives which satisfy each call within 2 minutes and 30 seconds. The service includes 150 transcriptions, 400 mailed packages and 50 outbound calls (call backs) per week day. The hotline is available 24 hours per day, 7 days per week and provides bilingual representative assistance from 8:00 AM to 10:00 PM Eastern Time Monday through Friday. Callers can leave a recorded message when representatives are unavailable. An automatic call distribution system routes call to representatives to record compliant data, fill information requests, perform callbacks from recorded messages, refer calls to NHTSA program offices or to offices outside of NHTSA which are not auto safety related (CPSC, EPA ). Also, fax back service is to be provided. NHTSA will provide orientation and program training. The second support area is to transcribe voice recordings of complaint data or requests for information. The offeror is to transcribe voice data and to produce the name, address and mailing labels for requested information. Government is to provide envelopes, brochures, and literature for mailing through DOT Mail Service. The third area of process management is to include planning, scheduling and human resource management of personnel. Process management is to provide statistical reports on all aspects of the Hotline operation. Offerors shall currently be operating a "hotline center". NHTSA defines a "hotline center" as a telephone call center which provides information and services to the general public in such areas as consumer safety, product safety, consumer protection, customer service, dissatisfaction with products or services, or receives complaints or comments from the general public about products or services. NHTSA does NOT consider an information line or help desk that provides technical information, assistance or support to a narrow audience to be a hotline center. Also, the offeror is to have a written quality control or bench marking program to assure efficient and effective management of resources and to meet Auto Safety Hotline program objectives. The Government contemplates awardinga contract for a base period of one year with four one-year options for a total of five years. For this notice, a firm will be considered small under SIC 7379 (Computer Related Services) with a size standard of $18 million in annual receipts. Telephone inquiries will not be accepted. Requests for this solicitation must be in writing to the address above or FAX (202) 366-9555. Requests must reference RFP number DTNH22-99-R-01020. Posted 10/09/98 (W-SN261146). (0282)

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