Department of Justice, Office of Justice Programs, 810 7th Street, NW, Washington, DC 20531

R -- CONSULTANT SERVICES FOR REVIEW/EVALUATION OF CUSTOMER SERVICE CALL CENTER OPERATIONS POC John Young, or Karen Stringfield, (202) 305-7745 or 514-5731 This is a "sources sought" announcement for qualified General Services Administration (GSA) Schedule, group 874, management, organization, and business improvement services (MOBIS) contractors who possess expertise and past performance in technical review and evaluation of customer service call center operations in either a government or private sector environment. The Office of Justice Programs, Office of the Comptroller (OC) established an OC Customer Service Center (CSC) in August 1998 to provide grantees and vendors with technical financial assistance in resolving financial issues, such as status of award, payment issues, allowable costs, financial reporting, and similar information. The CSC staff is comprised of two components: (1) contractor staff and (2) government staff. Grantees are generally from State and local criminal justice communities throughout the United States. Vendors and/or their representatives are businesses which have contracted with OJP to provide supplies and/or services pursuant to contracts and purchase orders which have been budgeted/approved by authorized OJP officials. By dialing a toll-free number, callers are able to contact contractor staff of CSC from 9:00 a.m. through 6:00 p.m., EST, Monday through Friday. Contractor staff provide the caller with a wide range of financial information and assistance, including, but not limited to, issues regarding their specific grant, payment request, financial report, or copies of forms or other documents. Contractor staff also provide assistance and guidance to callers in the use of OC interactive systems which provide callers with the ability to electronically file documents or to electronically arrange receipt of payments. Contractor staff work with CSC Government staff, as well as other OC staff and/or OJP and DOJ staff, coordinate resolutions to caller issues where needed. In addition to person-to-person response during the business day, CSC offers a 24-hour fax-on-demand service that allows callers to select documents to be faxed directly to them without speaking to CSC staff through an Internet fax-modem. CSC also responds to written correspondence and to inquiries received through the OJP OC Internet website through a feature called "Ask OC." Responses from CSC are usually completed by telephone, but written responses or confirmations are periodically be needed. CSC is also responsible for preparing or arranging routine mailings of informational notices, flyers, and other information packages as needed. A MOBIS vendor is required to perform technical review and evaluation services for the Customer Service Center. The review shall include, but not be limited to: (i) organization structure -- review present structure and make recommendations for improvement ; (ii) evaluate software -- review current call tracking software and evaluate functionality, provide flowcharts of suggested improvements to include replacing current software with commercial off the shelf software (COTS); provide cost benefit analysis of "as is" structure and software vs. other COTS; (iii) analyze workflow; (iv) evaluate staffing based upon present and projected workload; (v) evaluate operations, including cost benefit of Contractor-operated vs. Government-operated support, which should include functions which are inherently Government functions and those which could be contracted; (vi) evaluate marketing strategy; (vii) recommend innovative public relations services to grantees; (viii) methods of improving customer information; and (ix) evaluate the current time-and-materials type task order (contract.) A final narrative report shall include a detailed description, diagram, chart or other methodology that clearly discusses pros and cons of present system operations and of recommendations related to organization structure, evaluation of software, workflow, staffing, operations, marketing strategy, public relations, customer information, and contract analysis. All work under the contemplated order is required to be completed within 60 days of the approval of theworkplan due 5 days after award. Note that the current OC Customer Service Center contractor is Aspen Systems Corp., 227 Research Blvd., Rockville, MD, which is therefore precluded from consideration for award. MOBIS vendors, particularly small businesses or small, disadvantaged businesses qualified under SIC 8741, management services ($5M average sales), are encouraged to submit a capability statement addressing the required customer service call center management and evaluation expertise, along with a complete copy of their MOBIS schedule for consideration. This is not a solicitation and only responses from MOBIS vendors are invited for this sources sought market research. All responses must be received at the above address not later than Friday, February 25, 2000, in order to insure consideration. Responses may be sent by mail, by facsimile to (202) 307-0086, or by email to "youngjo@ojp.usdoj.gov." Posted 02/10/00 (W-SN424188). (0041)

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