70 -- EMAIL RESPONSE SYSTEM SOFTWARE

Notice Date

December 1, 2000

Contracting Office

Social Security Administration, Deputy Commissioner for Finance, Assessment and Management, Office of Acquisition and Grants, 1710 Gwynn Oak Avenue, Baltimore, MD, 21207-5279

ZIP Code

21207-5279

Solicitation Number

SSA-RFQ-01-0081

Response Due

December 18, 2000

Point of Contact

Madeline Tims, Contract Specialist, Phone 410-965-9488, Fax 410-966-5982, Email madeline.tims@ssa.gov -- Wayne Mcdonald, Contract Specialist, Phone 4109659480, Fax 4109659560, Email wayne.mcdonald@ssa.gov

E-Mail Address

Madeline Tims (madeline.tims@ssa.gov)

Description

The Social Security Administration (SSA) intends to procure commercially available email response management software to replace custom developed software now in use. The software will be installed at SSA Headquarters in Baltimore, MD, and accessed by geographically dispersed users for an anticipated 5 years systems life to include the software, warranty, installation/integration services, training, documentation and maintenance, etc. The requirements shall include, but are not limited to: A. Minimum capacity: a.) 25,000 inbound and 25,000 outbound messages a day, b.) interfacing with multiple mailboxes, c.) minimum of 350 concurrent agents from various locations within SSA's network, d.) quick response, e.) upwardly scalable. B. System and data protection. C. Process email into a standard format. D. Generate an automated acknowledgement. E. Request a receipt for all outbound email, process receipts, and report on non-receipts. F. Automate email message processing. G. Automate data assignment. H. Automate response. I. Automate message routing. J. Email screening and processing to include: a.) process email, b.) view customer history information, c) update data fields, d.) prepare and send a response or forward email, e.) compose follow-up messages, f.) check spelling, g.) reroute inquiry email, h.) close out email. K. Customize data capture. L. Provide multiple access levels. M. Provide real-time and historical query and reporting. N. Provide centralized system administration and management. O. Provide data archiving. P. Provide access to legacy data. Q. Provide customer self-service. R. Mixed Windows NT/Windows 2000/UNIX platform. S. Microsoft Exchange compatible. T. Data migration. W. Top Secret compatible. U. User and instructor training courses conducted at SSA in Baltimore, Md. and Wilkes-Barre, PA. On-site and remote software maintenance coverage available 24/7. SSA plans to issue the solicitation pursuant to FAR 13.5, Simplified Acquisition-Test Program for Certain Commercial Items. All interested vendors must reference SSA-RFQ-01-0081 and submit the written request for the solicitation via email to madeline.tims@ssa.gov, on facsimile number (410) 965-9560 or deliver to the above address within 15 days of this announcement. The solicitation document will be released on or about 12/19/00, with responses due 30 days after the issue date. The Government plans to conduct a walk thru of the current system during the last week of December.

Web Link

Visit this URL for the latest information about this (http://www2.eps.gov/cgi-bin/WebObjects/EPS.woa/wa/SPF?A=P&P=SSA-RFQ-01-0081&L=2422)

Record

Loren Data Corp. 20001205/70SOL002.HTM (D-336 SN5078P9)