SOLICITATION NOTICE
R -- TSA Contact Center (TCC)
- Notice Date
- 11/13/2009
- Notice Type
- Presolicitation
- NAICS
- 561422
— Telemarketing Bureaus and Other Contact Centers
- Contracting Office
- Department of Homeland Security, Transportation Security Administration, Headquarters TSA, 601 S. 12th Street, TSA-25, 10th Floor, Arlington, Virginia, 20598, United States
- ZIP Code
- 20598
- Solicitation Number
- HSTS02-10-R-OSC005
- Archive Date
- 12/12/2009
- Point of Contact
- Elena Grigorieva, Phone: 571-227-1794, John Culmer, Phone: 571-227-1537
- E-Mail Address
-
elena.grigorieva@dhs.gov, john.culmer@dhs.gov
(elena.grigorieva@dhs.gov, john.culmer@dhs.gov)
- Small Business Set-Aside
- Total Small Business
- Description
- The Department of Homeland Security (DHS), Transportation Security Administration (TSA) will be soliciting for a qualified and experienced Contractor to establish, staff, operate, manage, and maintain a Transportation Security Administration Contact Center (TCC) facility that uses contractor-provided state-of-the-art technology solutions to maximize performance of the TCC. The TCC is the primary incoming portal from the public and receives inquiries from TSA employees, private industry, other government organizations, Members of Congress, and the White House. The TCC responds to inquiries that cover a variety of topics, such as: • Passenger complaints regarding security screening; • Questions about security procedures; • Questions about Federal jobs with TSA; • Reports and claims of lost, stolen, or damaged items; • Questions about TSA programs and policies; • Requests for assistance from TSA employees on various issues; • Comments related to current media attention on security issues; • Customer feedback from TSA's web-based and publicity outreach programs; and • Reports of perceived lax security or vulnerabilities in aviation or surface transportation modes. Some of the high-level system capabilities required are: • handling telephonic inquiries and complaints regarding TSA rules, regulations, and processes via Interactive Voice Response (IVR); • responding to citizen emails; • distributing claim and redress forms; • tracking and reporting information from incoming contacts; and • processing information regarding perceived lax security or vulnerabilities in aviation or surface transportation modes. The solicitation will also include an optional Contract Line Item Number (CLIN) to implement live-assist phone calls, within 90 days of notification, to be exercised at the discretion of the Government. This is a 100% Small Business Set-Aside under NAICS code 561422, with an SBA size standard of $7 million. The government contemplates award of a Fixed Price Award Fee type contract. The Request for Proposal (RFP) will only be available through https://www.fbo.gov. The anticipated period of performance will be a one-year base period with 4 one year option periods. Prospective offerors are responsible for downloading the RFP and all attachments. It is the offeror's responsibility to monitor the FedBizOpps web page for the release of the solicitation and any amendments that may follow. Solicitation HSTS02-10R-OSC005 is tentatively scheduled to be available on the World Wide Web at https://www.fbo.gov. on or about December 15, 2009. The tentative scheduled date and time for submission of proposals for HSTS02-10-R-OSC005 will be on or about 30 days from the date of publicizing the solicitation. Offerors are cautioned to include the Solicitation Number HSTS02-10-R-OSC005 on all documentation submitted in response to this requirement.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/DHS/TSA/HQTSA/HSTS02-10-R-OSC005/listing.html)
- Place of Performance
- Address: Contractor's Facility, United States, United States
- Record
- SN02003748-W 20091115/091114000205-a18543b9810d946f35d95e31efa292ca (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
(may not be valid after Archive Date)
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