GENERAL SERVICES ADMINISTRATION USAContact Program Multi-channel Contact Center Services Pre-solicitation Conference Robert H. Corey Contracting Officer

GENERAL SERVICES ADMINISTRATION

USAContact ProgramMulti-channel Contact Center Services

Pre-solicitation Conference

Robert H. CoreyContracting Officer

Date: March 5, 2007

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USAContact Pre-solicitation Conference GSV07PD0003

INTRODUCTION TO THE PROGRAM

HISTORY OF THE REQUIREMENT

OPERATIONAL ELEMENT OF THE GSA USA SERVICES

SPONSORED BY GSA’s OFFICE OF CITIZEN SERVICES AND COMMUNICATIONS

MONITORED BY THE OBM

FULL AND OPEN COMPETITION

IDIQ CONTRACTS

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CONTRACT MINIMUM / PROGRAM MAXIMUM

MULTIPLE AWARDS

NATIONWIDE SERVICE

AVAILABLE FOR USE BY ALL FEDERAL AGENCIES

GSA STRATEGIC SOURCING

CHANNELS OF COMMUNICATION

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SCHEDULE OF COSTS AND PRICES

PRICE ELEMENTS

Project Start up

Facilities and Equipment

Training

Knowledge and Content Management

Project Implementation

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Project Management Support

Telecommunications, Automated, Support Services

Attended Services

SCALABILITY (MIX AND MATCH)

PRICING FOR BASE AND NINE ONE-YEAR OPTIONS

ENTENDED PRICING SCHEDULE

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FULLY LOADED CEILING PRICE RATES

DEPARTMENT OF LABOR WAGE DETERMINATION

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SCOPE OF WORK: The Contractor shall provide a wide range of automated and

manual customer support services to respond to inquiries about Federal government

programs, policies, information sources and agencies from the general public,

Congressional offices, business and professional communities, academia, government

offices, and electronic and print media. The Contractor shall furnish the necessary

facilities, personnel, equipment, supplies, and services, as required, to meet the

requirements of the Government. In addition to providing customer support services,

the Contractor shall perform all technical and management functions, as described in

this SOW, to plan, design, implement, operate, and manage the contact center

solutions. The Contractor shall also provide any special project support needed to

analyze, plan, design, implement, operate and manage special customer support

services that may be needed to meet the diverse needs of the Government.

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LOCATION OF SERVICES:

The geographic scope of this solicitation encompasses primarily contact centers that will be

located in the United States. The Contractor shall respond to inquiries and fulfillment

requests originated from within the United States and from foreign countries.

OBJECTIVES:

Position the Government’s public information services on par with or exceeding private

industry standards by providing customers with easily accessible, accurate, timely, and

professional responses to their inquiries via their preferred method of communication.

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Provide capability to respond quickly to provide fully managed multi-channel inquiry

response and management solutions to meet the needs of Federal agencies and programs in

emergency and crisis situations.

Provide increased capability to measure and control the delivery of information services

to meet the evolving needs of citizens.

Provide solutions that comply with federal information systems security requirements.

Gain and sustain access to commercial off-the-shelf, state-of-the-art technology that is

secure and scalable to meet current and future requirements.

Control information dissemination costs.

Promote job opportunities for individuals who are blind or severely disable.

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PROPOSALS, EVALUATIONS, DISCUSSIONS, AWARD

REQUEST FOR PROPOSAL TIMELINE

ISSUANCE OF REQUEST (RFQ) FOR PROPOSAL

QUESTIONS

AMENDMENT WITH ANSWERS TO ALL QUESTIONS

PROPOSAL DUE DATE

CONTACTS BETWEEN GOVERNMENT AND OFFERORS

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TECHNICAL PROPOSAL

HARD AND ELECTRONIC COPIES

125 PAGE LIMIT

EXECUTIVE SUMMARY

EXPERIENCE AND PAST PERFORMANCE

TECHNICAL APPROACH

MANAGEMENT PLAN

SECURITY PLAN

SPECIAL HIRING PLAN

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PRICE PROPOSAL

HARD AND ELECTRONIC COPIES

UNIT PRICES

PRICE REALISM

WAGE DETERMINATIONS

BALANCE

BASIS FOR AWARD

BEST VALUE

TECHNICAL SIGNIFICANTLY MORE IMPORTANT THAN PRICE

UP TO TEN (10) AWARDS

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EVALUATION PROCESS

ORDER OF IMPORTANCE – TECHNICAL IS SIGNIFICANTLY

MORE IMPORTANT THAT PRICE

BOTH FACTORS AND SUBFACTORS ARE WEIGHTED

DISCUSSIONS WRITTEN AND ORAL

FINAL PROPOSAL REVISION

ANTICIPATED AWARD DATE

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TASK ORDER MANAGEMENT

TASK ORDER CONTRACTING OFFICER

FAIR CONSIDERATION PROCESS

ISSUANCE OF REQUESTS FOR QUOTATION

PRICING METHODS

FIXED MONTHLY PRICE

VOLUME BAND PRICING

PER SEAT PRICE

TIME AND MATERIALS

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CEILING RATES MAY BE DISCOUNTED, BUT NOT EXCEEDED

SPECIFIC WAGE DETERMINATION MUST BE USED

TECHNICAL AND PRICE QUOTATION NEXUS

IMPORTANCE OF SMALL BUSINESS AND NIB

METHOD OF EVALUATION

AWARDS MAY INCLUDE CONTRACT ACCESS FEE

Documents

GENERAL SERVICES ADMINISTRATION USAContact Program Multi-channel Contact Center Services Pre-solicitation Conference Robert H. Corey Contracting Officer