Loren Data's SAM Daily™

FBO DAILY ISSUE OF FEBRUARY 12, 2011 FBO #3367
DOCUMENT

D -- VA Telephone Service Transformation Quality Monitoring - Attachment

Notice Date

2/10/2011
 

Notice Type

Attachment
 

NAICS

541511 — Custom Computer Programming Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;260 Industrial Way West;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11811RI0178
 

Response Due

2/23/2011
 

Archive Date

4/24/2011
 

Point of Contact

Sarah H Basilotto
 

E-Mail Address

ct
 

Small Business Set-Aside

N/A
 

Description

VA Telephone Service Transformation Quality Monitoring Request for Information (RFI) Background The Veteran Relationship Management (VRM) Program was established in response to several key challenges that Veterans, service members, and their dependents experience when seeking information and services from the Department of Veterans Affairs (VA). Modernization of our telephony capabilities and our agents' ability to resolve Veteran's issues is a primary focal point of the VRM program. As such, the VA Telephone Service Transformation VRM (VTST) project was established under VRM in response to Secretary Shinseki's interest in having a plan developed that charts a course for transformation of the VA call centers. VTST will chart a course to answer the phones consistently and efficiently and to provide an accurate and complete answer. The overarching goal of this project is to provide world-class customer service, reasonable wait times, stellar quality, and a consistent overall call experience across all Administrations and all lines of business. Capabilities The purpose of this Request for Information (RFI) is to determine the products and vendors capable of meeting the Department of Veterans Affairs (VA) requirements for the Veterans Relationship Management (VRM) quality monitoring. The VA has identified the following requirements: 1.100% call recording solution that can be deployed across multiple platforms potentially including, but not limited to, Cisco, Tadiran, NEC and Avaya. 2.100% call recording solution that can be deployed within a VOIP-based enterprise contact center platform potentially including, but not limited to, Cisco and Avaya. 3.Customizable quality evaluation forms. The solution should support at least 20 categories and it should be possible to have multiple simultaneously deployed forms. 4.Extensive reporting suite should be available for each quality evaluation form. Reporting capabilities should include: a.Site level reporting, both on a per question basis and a per category basis. b.Agent level reporting, both in a per question basis and per category basis. c.Trending information to indicate whether overall quality is improving or declining, with the granularity to review such trends on a per category basis. d.Ability to identify which agents have not received sufficient call monitoring. 5.Tools to facilitate audit-the-auditor and consistency of staff scoring. 6.Ability to replay and evaluate calls from a remote location to where the call was taken. 7.Ability to establish the call evaluation criteria - whether based upon defined business rules or randomization. 8.Ability to document coaching sessions potentially including coaching feedback, agent response, date/timestamp and action plans. 9.Screen capture capabilities that can be configured to capture 20% or greater of the calls. 10.Integration with training tools potentially including, but not limited to, the ability to push the agent materials germane to the content of a particular call. 11.Integration between the reporting and call recording capabilities listed above to facilitate ease of use and limit the number of systems required. 12.Clear integration or upgrade path to speech analytics, if desirable at a future date. Responding to this RFI: Responses should be identified with RFI VA118-11-RI-0178 and include company name, company address, Data Universal Numbering System (DUNS) Number and/ Commercial and Government Entity (CAGE) code (if applicable) and denote the business size for North American Industry Classification System (NAICS) Code 541511 (Custom Computer Programming Services). The Government is open to considering teaming and prime/subcontractor relationships for future development and deployment. Also, please indicate if you, your teammates and/or subcontractors are a Service Disabled Veteran Owned Small Business (SDVOSB) or a Veteran Owned Small Business (VOSB). Any questions regarding this RFI must be submitted via email to Contracting Officer, Anne Marie Vasconcelos, anne.vasconcelos@va.gov and Contract Specialist, Sarah Basilotto, sarah.basilotto@va.gov. Responses should be limited to no more than forty (40) single spaced pages, font size no less than 10, for each solution. The functional requirements matrix is not included in the page limit. Interested parties shall provide the following information when responding to this RFI: VA is seeking product information focusing on the requirements identified above. VA requests interested product providers to provide answers to the following questions: 1.Does your product/product line provide the described requirements? If so, which product/product line? Please provide detail as to how the product/product line meets the underlying requirements. 2.If the functionality is a discriminator in the market place for your product what discriminating functionality makes it stand out from similar functionality in other products? 3.For product discriminator functionality, provide current product technical documentation (include document reference and copies of specific pages from user guide, programming interface manual, or other product information) 4.Describe the applications and user community of your three largest, enterprise-wide customers, both Federal/State and Commercial. 5.If requested, and with a signed non-disclosure agreement, may the Government review technical documentation (user guides, design/architecture guides, programming guides) for your product(s)? 6.Please provide Rough Order of Magnitude (ROM) pricing for each of the following categories: a.Initial software licensing costs b.Initial hardware costs c.Initial development and integration cost, this may be expressed either on a cost/location, a cost/agent or as a fixed fee range d.Ongoing software licensing costs e.Ongoing maintenance costs f.Any other ongoing recurring expected costs This market research is issued for information and planning purposes only and does not constitute a solicitation nor does it restrict the Government as to the ultimate acquisition approach. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract. Any contract that might be awarded based on information received or derived from this market research will be the outcome of a competitive process. Responses are requested no later than 3:00pm (EST) on February 23, 2011, via email to sarah.basilotto@va.gov and anne.vasconcelos@va.gov. Point of Contact: Anne Marie Vasconcelos Contracting Officer Department of Veterans Affairs Technology Acquisition Center Phone (732) 578-5485 Email anne.vasconcelos@va.gov Point of Contact: Sarah Basilotto Contract Specialist Department of Veterans Affairs Technology Acquisition Center Phone (732) 578-5463 Email sarah.basilotto@va.gov
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/fffc6776c230812b14b88bf64e05700f)
 

Document(s)

Attachment
 

File Name: VA118-11-RI-0178 VA118-11-RI-0178.doc (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=175559&FileName=VA118-11-RI-0178-000.doc)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=175559&FileName=VA118-11-RI-0178-000.doc

 

Note: If links are broken, refer to Point of Contact above or contact the FBO Help Desk at 877-472-3779.
 

Record

SN02378004-W 20110212/110210234958-fffc6776c230812b14b88bf64e05700f (fbodaily.com)
 

Source

FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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