Loren Data's SAM Daily™

FBO DAILY ISSUE OF JUNE 09, 2012 FBO #3850
DOCUMENT

R -- SOR 97 Human Resouces Call Center - Attachment

Notice Date

6/7/2012
 

Notice Type

Attachment
 

NAICS

561422 — Telemarketing Bureaus and Other Contact Centers
 

Contracting Office

Acquisition Service- Frederick;Department of Veterans Affairs;8490 Progress Drive, Suite 100;Frederick MD 21701
 

ZIP Code

21701
 

Solicitation Number

VA79812I0193
 

Response Due

6/21/2012
 

Archive Date

8/20/2012
 

Point of Contact

Donna Neto, Contract Specialist
 

Small Business Set-Aside

N/A
 

Description

Department of Veterans Affairs Office of Human Resources and Administration (HR&A) Project: "Clearing House Call Center and Related Services to Facilitate HR Knowledge Sharing Enterprise-Wide" Background: In FY 2010, the Assistant Secretary for HR&A authorized a HR Study which was completed in May 2011. The ultimate purpose of the HR Study was to establish a foundation for a process by which the Assistant Secretary for HR&A could determine the optimal VA HR service delivery model to achieve immediate and near?term improvements, and sustain success in the years ahead. The study determined that VA's HR service delivery system, in place at the time, was not filling VA's needs for a 21st- century VA. Moreover, the study determined that the existing HR organization was decentralized and business processes, while flawed, were better suited for VA's needs as oppose to a centralized HR. The current HR delivery model varies widely in quality and effectiveness throughout the Department's organizations (VHA,VBA, VACO, NCA), driven by distinct program requirements and implementation of those program requirements at the local level. Current Status: Core HR services range from hiring employees to providing benefits and other employee services (including Federal transit benefits, childcare subsidies, training, promotions, retirement, career development, and more). They are not currently disseminated with sufficient quality and equity enterprise-wide. This is largely attributed to a lack of information sharing among HR experts and VA employees. Implementation of new processes and targeting an information sharing system among HR experts will assist in providing an innovative, low cost methodology that will reduce waste, duplication, and inefficiencies. The effort will improve core HR services and personnel transactions VA-wide, and transform VA into a 21st-century efficient organization. The objective is to create and maintain one new call center and data mining resource to support communications to the target audience to facilitate HR knowledge sharing enterprise-wide. Information Requested: The Government is requesting that all interested vendors provide information regarding their capability to provide program management and support services in creating and administering a call center and facilitate the information-gathering to populate the website. The performance period is estimated to be thirty-six months comprised of one twelve month base period and two twelve month option periods. VA will provide facilities for meetings with VA officials, but VA will not be expected to provide facilities or workspace for any other work. The Clearing House (call center) does not have to necessarily be in one site (i.e. all employees may be virtual and geographically disbursed), but all Clearing House facilities and any work involving VA data must be located within the continental U.S. to adhere to VA policies and regulations. Contractor travel is not anticipated. The target audience for the three years will be as follows: Year one: HR professionals. (Option) Year two: HR professionals and VA hiring managers/supervisors. (Option) Year three: All VA employees. The VA may utilize the responses to this RFI to conduct additional market research. Information obtained from this RFI and any subsequent meeting that may take place with the vendors may be utilized to assist the VA in developing a solicitation. Vendors should provide supportive documentation that describes past projects that are similar in scope. Specific Questions to be Addressed: All questions listed below must be answered completely. 1.Please describe your familiarity and experience with building call centers that provide incoming callers with technical support or other information-based (i.e. non-sales based) customer solutions. 2.Please describe what you consider best practices in the fields of customer service and call center support. 3.Please describe your organization's experience with call center process improvement, including any efficiencies that your organization has gained after its initial establishment of a call center system/process. 4.Please describe your organization's experience in using the internet as a central tool, strategy, or platform for research and customer support. 5.What is the most logistically complex challenge your organization has faced in providing or establishing the above services? Briefly describe how your organization addressed this challenge and what lessons learned from this experience. 6.Request submission of additional information that VA should consider including in a solicitation that you regard as adding value and completeness to the design of the VA HR Clearing House. Responses: Responses should be single-spaced, 12 point-font, with numbered pages and should not exceed 20 pages in length, including cover page, appendices, tables and figures. Responses should use the following subject heading: "Clearing House Call Center and Ancillary Services to Facilitate HR Knowledge Sharing Enterprise-Wide." Electronic submissions shall be in either Microsoft Word or Adobe PDF format. Submissions must be properly marked. Dates: Responses should be submitted to the Department of Veterans Affairs, Acquisition Service-Frederick (AS-F), on or before 12PM Eastern Time on June 21, 2012. Addresses: Please send to: donna.neto@va.gov Note: VA will utilize the information from this RFI to assist with the development of the agency's solicitation. Vendors shall identify any proprietary information in their RFI responses. Proprietary materials will neither be distributed to nor discussed with any other vendor. The use of information submitted to the Government as a result of this RFI will be at the discretion of the Government. The information obtained from responses to this RFI will remain confidential insofar as permitted by law, including the Freedom of Information and Privacy Acts. The Government is not obligated to provide comments to vendor submissions. The Government will not pay for information solicited and will not recognize or reimburse any costs associated with any RFI submission. Therefore, the Government recommends vendors submit electronic versions of, or web links to previously prepared presentations, documentation, white papers and other relevant information. Disclaimer: Responses to this RFI are not offers and cannot be accepted by VA to form a binding contract. VA does not intend to award a contract on the basis of this RFI or to otherwise pay for information solicited. For purposes of this RFI, the term "vendor" refers to those members of industry providing a response to this RFI. Any questions should be electronically directed to Donna Neto, Contract Specialist at donna.neto@va.gov by 12 PM Eastern Time on June 14, 2012. Email communication should include company name, address, and point of contact information (e-mail and phone number).
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/AFMLOVASS/VASSMD/VA79812I0193/listing.html)
 

Document(s)

Attachment
 

File Name: VA798-12-I-0193 VA798-12-I-0193.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=357032&FileName=VA798-12-I-0193-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=357032&FileName=VA798-12-I-0193-000.docx

 

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

Record

SN02769812-W 20120609/120608000318-adeafab5355a013d00505bf7aadb3c6b (fbodaily.com)
 

Source

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

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