Defense Finance and Accounting Service-Acquistion Support Organization, 1931 Jefferson Davis Hwy, Arlington, VA 22240-5291

70 -- SOFTWARE SOL MDA220-00-Q-0034 POC James Richards, 703-607-5726 DFAS intends to establish Blanket Purchase Agreement(s) (BPAs). It is the intent of the BPA(s) to secure discounts on a per order basis as well as on a cumulative basis throughout the life of the BPA(s). Only Federal Supply schedule holders will be considered for award. The period of performance for the BPA will be for five (5) years. Or the expiration of the schedule, whichever comes first. The Request for Quote (RFQ) will be available in the near future on the DFAS website at www.dfas.mil/. DFAS requires the ability to electronically manage customer messages. It may require more than one tool set to manage those messages, but if multiple solutions are necessary, they must be integrated and/or flexible enough to allow integration in the future near and far term, i.e., 6 months to 2 years respectively. Such integration will support the development of a corporate DFAS knowledge base. For example, the corporate solution for electronic mail (email) messages may be a specific application that accepts incoming messages and based on a predefined set of rules, automatically logs, routes, tracks, and escalates the messages. It should be flexible enough to accept a digitized form of a facsimile or letter and process it in the same manner. Similarly, voice forms resulting from phone calls and electronic forms resulting from web interactions should be handled in a similar manner. The product or products must also allow the accomplishment of cross-functional/organizational synergy that allows sharing of common information about customers. DFAS shall have the ability to take pertinent and relevant information, aggregate it, and develop a common data set, so that all of our organization can share information. The product supplied should be web-based and shall reduce/eliminate duplication of effort and allow easy access to any historical data that would immediately assist the customer. The product must utilize standardized letter templates, (which prompts consistency), and artificial intelligence (AI) that provides for customized automation strategies. Specifically, AI will provide the ability to develop unique automated functionality through integration with existing databases and business applications without human intervention. The Email Message Management/Customer Contact System must allow DFAS to set and meet goals, plus be extensible and flexible to address changes. The products should be capable of 'Live-chats' and 'Voice-over IP' for future expansion and enhancement of customer services. The product(s) must provide workflow capabilities for hand-off situations. That implies escalation and/or forwarding the inquiry. DFAS must have the capability to establish customer response goals, for example: 1, 4, 24, 48 hr. response times. The system must be equipped with a redundant processing function arranged to switch automatically to the backup system in the event of server failure. The system must be transportable to the extent that it can accommodate moves of individuals and entire departments. The system must have the ability to archive and back-up for recovery purposes. Training, integration, installation, implementation, and consultation should be part of the procurement. Demonstrations of vendor products should be made available for DFAS review prior to selection. Posted 07/27/00 (W-SN479500). (0209)

Loren Data Corp. http://www.ld.com (SYN# 0342 20000731\70-0014.SOL)

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