M -- NATIONAL FLOOD INSURANCE PROGRAM TELEPHONE RESPONSE CENTER

Notice Date

December 21, 2000

Contracting Office

Federal Emergency Management Agcy, Acquisition Operations Division, 500 C Street, S.W., Room 350, Washington, DC 20472

ZIP Code

20472

Solicitation Number

EMW-2001-RP-0008

Point of Contact

Contract Specialist William M. Roberson (202)646-3622

E-Mail Address

Click here to contact the Contract Specialist via (bill.roberson@fema.gov)

Description

The Contractor will be responsible for providing the appropriate personnel, technical skills, supplies, and administrative support needed to operate the National Flood Insurance Program (NFIP) Telephone Response Center (TRC). Specifically, the Contractor shall provide trained customer service representatives and monitor the systems to ensure proper working conditions. The Contractor will be responsible for responding to inquiries about the NFIP generated by the marketing initiatives and other communication efforts of the Federal Insurance Administration (FIA). The Contractor shall operate and enhance as necessary a system (the "Cover America Response System"[CARS]) for collecting and reporting caller information to the FIA and FIA's marketing and advertising servicer. Additionally, the Contractor will be required to respond to flood insurance-related inquiries generated through the NFIP webpage section called "Ask the Expert." FEMA will provide and maintain automatic data processing (ADP) systems, hardware, and software, and will furnish all necessary telecommunications equipment and services, e.g., local service voice and data lines and access to the FEMA Switched Network, etc. as well as a Private Branch Exchange (PBX) with Automatic Call Distribution (ACD) capabilities. This procurement will be limited to eligible 8(a) concerns. The North American Industry Classification System (NAICS) code is 514210. Eligibility to participate may be restricted to firms in either the developmental stage or the developmental and transitional stages. All responsible sources may receive a copy of the solicitation by sending a written request to the aforementioned address. All requests for the RFP package must be in writing, and telephone requests will not be honored. To expedite requests for the solicitation, please furnish a self-addressed gummed label; including the full solicitation number at the bottom edge of the label. Although it is expected that the RFP package will be made available on FEMA's World Wide Web page, prospective offerors are still requested to provide their company name, address, telephone number, and fax number, in writing.

Web Link

Click here to download a copy of the RFP; when available. (http://www.fema.gov/ofm/bidinfo.htm)

Record

Loren Data Corp. 20001226/MSOL003.HTM (W-356 SN5094V4)