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FBO DAILY ISSUE OF JUNE 09, 2012 FBO #3850
SOLICITATION NOTICE

D -- Brand Name Requirement for the Renewal of Eighty (80 ) RightNow Software Licenses andSupport Services - Justification: Brand Name Requirement

Notice Date

6/7/2012
 

Notice Type

Combined Synopsis/Solicitation
 

NAICS

541519 — Other Computer Related Services
 

Contracting Office

Equal Employment Opportunity Commission, Office of the Chief Financial Officer, Acquisition Services Division, 131 M Street, NE, 6th Floor, Washington, District of Columbia, 20507, United States
 

ZIP Code

20507
 

Solicitation Number

RFQ0039-12
 

Archive Date

7/20/2012
 

Point of Contact

Caroline A Fowler, Phone: (202) 663-4219, Joseph S. Pishioneri, Phone: (202) 663-4109
 

E-Mail Address

caroline.fowler@eeoc.gov, joseph.pishioneri@eeoc.gov
(caroline.fowler@eeoc.gov, joseph.pishioneri@eeoc.gov)
 

Small Business Set-Aside

Total Small Business
 

Description

Brand Name Justification - RFQ0039-10. This is a combined synopsis/solicitation for a Brand Name requirement for commercial items prepared in accordance with the format in FAR Subpart 12.6, and as supplemented with additional information included in this notice. This announcement constitutes the only solicitation. Quotations are being requested and a written solicitation will not be issued. Solicitation Number RFQ0039-12 is being issued as a Request for Quotation (RFQ) and should be referenced on all correspondence. The RFQ document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular FAC 2005-58, effective on May 18, 2012 (NOTE: FAC 2005-59 was issued on May 15, 2012). This solicitation is a 100% total small business set-aside. The NAICS code is 541519. The small business size standard is $25.5 million dollars. The Equal Employment Opportunity Commission (EEOC) requires all contractors to be actively registered in the Central Contractor Registration (CCR) to receive contract award or payments. The EEOC intends to make a single award from this solicitation. DESCRIPTION OF REQUIREMENT: The EEOC, Acquisition Services Division is requesting quotes for the following on a brand name specific basis for the purchase of renewal software licenses and services to support a RightNow Instance, Enterprise Desktop licenses, web portal interface and sessions, and preferred customer care maintenance package: CLIN 0001: Eighty (80 ea.) RightNow Enterprise Desktop Named Users (Part No. ENT-NU): $_______; CLIN 0002: One (1 ea.), Web Portal Sessions - 20,000 Sessions per Month/Block (Part No. WP-SES-20K): $________; CLIN 0003: One (1 ea) Web Portal (External) Interface (Part No. WPI): $_______; CLIN 0004: One (1 ea.) Preferred Customer Care Package (Part No. PREF-CCP): $_______. TOTAL PRICE TO GOVERNMENT: $______ (CLIN Nos. 0001 thru 0004). The RightNow products will provide the following services using the RightNow Enterprise Desktop User. The RightNow Enterprise Desktop User includes access to the following modules: Web Experience, Social Experience, Contact Center Experience, Engage, and Platform. a. Web Experience functionality includes: 1. Email Response Management - Auto-Acknowledgement, Standard Response Template, Web Forms, Outlook Integration; and 2. Web Designer - Customer Portal Studio including development framework, widgets, and Dreamweaver extension. b. Contact Center Experience includes: 1. Case and SLA management - dynamic agent desktop including a consolidated view of all customer interactions, configurable workspaces, customizable hot keys, standard text responses, and customizable views and filters; 2. Business rules, escalations, and routing; 3. Interaction management - unified multi-channel management, basic screen-pop and Offer Advisor; and 4. Contact Center Designer - service and common configuration capabilities, contextual workspaces and guided assistance. c. Social Experience includes: Cloud Monitor - dynamic agent desktop including cloud monitor capabilities. d. Engage functionality includes: 1. Marketing - Dynamic agent desktop (including marketing configuration capabilities, proactive service notifications, customer segmentation, subscription management (opt-in/opt-out, global suppression, frequency/recency limits), content creation (document designer, HTML editor, personalized and dynamic content, templates, reusable content, web forms), email marketing (email tracking, proof & market testing), multi-channel, multi-stage campaign design & execution with event triggering, and best -practice campaigns (online ad conversion, email promotion, event registration, information request, and subscription management); 2. RightNow Feedback - functionality includes transactional surveys, broadcast surveys, chat surveys (only available if customer has purchased RightNow Chat), customer segmentation, subscription management, survey creation, multi-channel survey execution, Smart Sense emotion detection and topic monitoring; 3. Sales - contact and account management, lead and opportunity management, forecasting management, territory management, quota management, sales methodology support, product catalog and quote generation, outlook integration sales knowledgebase (professional services may be required); and 4. Analytics - inline role-based reports, dashboards & homepages, report design center, analytics explorer, custom dashboard designer, comparison reports and historical data trending, fixed / run-time filtering, data exceptions, hierarchical drilldowns, conditional formatting, column definitions, custom scripting, advanced charting and scheduled reports. e. Platform functionality includes: 1. One (1) RightNow Instance with the first purchase of a seat; 2. Mission Critical Seas - CX Cloud; 3. Custom Objects - Provides the ability to extend the RightNow CX data model to accommodate additional business processes; 4. RightNow Connect - Connect Data Integration and Connect Web Services which provide integration capabilities between RightNow and other applications via an application programming interface. The RightNow Connect Add-In Framework is also included providing the ability to extend the reach of the RightNow agent desktop; and 5. RightNow Knowledge - Self-learning knowledge foundation, answer management, Smart Assistant agent knowledgebase. HOSTING: The successful contractor must provide the required RightNow software licenses and support services as a hosted solution. No hardware will be located at any EEOC facility. The contractor shall host their solution (hardware, servers, etc.) where necessary to provide the services requested. PERIOD OF PERFORMANCE: The period of performance will be for one year, from June 22, 2012 up through June 21, 2013 (12 months) for the required renewal services. PLACE OF PERFORMANCE: EEOC fifteen (15) designated offices which support the Agency's Intake Information Group (IIG). The IIG provides front line phone and email coverage to its constituents. The quoter shall include the following with their quote: Part I: The quoter shall provide a price and description of all CLINs (0001 thru 0004) with the total price. Part II: The name, title, telephone number, fax number and email address of the point of contact. Part III: The nine digit DUNS and Commercial and Government Entity (CAGE) code with their quote. All contractors who provide goods/services to the EEOC must be registered in the Central Contractor Registration (CCR): http://www.ccr.gov. PART IV: Completed copies of FAR 52.212-3 or an online representations and certification application (ORCA) record must be submitted with the quote. On line Certifications and Representations is available at: http://orca.bpn.gov. Failure to comply with the ORCA registration may render quoter ineligible for award. The Government intends to award a firm fixed price contract to the responsible quoter whose quotation conforming to the solicitation will be most advantageous to the Government, price and other price related factors considered. Quotes must be firm-fixed priced and include all quantities listed above on an all or none basis. BASIS OF AWARD: Award will be made based on best value using the lowest price technically acceptable (LPTA) evaluation approach. The evaluation of quotations shall be on GO or No-Go basis and will occur in two sequential stages: Technical evaluation determines whether quotations are technically acceptable or unacceptable, followed by a price evaluation. GO: To be technically acceptable, all of the technical requirements as specified in this solicitation are met by the quoter. The technical capability factors are as follows: (1) Authorized RightNow Provider/Reseller: The quoter must provide evidence that it is an authorized reseller to provide required brand name RightNow licenses and support services. The quoter must provide proof that the quoter can provide the services directly or are an authorized reseller. The proof can be provided using a corporate line card that clearly verifies this information, or the quoter must provide a website address where this information is currently available. (2) Period of Performance: The quoter must demonstrate that they can provide the software licenses from June 22, 2012 thru June 21, 2013. The quoter must provide a written statement with their quote indicating that the quoter can provide the required software licenses and support services from June 22, 2012 thru June 21, 2013. (3). Experience on Similar Contracts: The quoter must provide evidence that they have successfully performed a minimum of three (3) contracts for the same or similar services within the past two (2) years to include contract type, contract number, contract value, point of contact and telephone number/email address and the type of service provided. NO-GO: An unacceptable quote contains one or more deficiencies. The quoter did meet all of the technical requirements as specified in this solicitation. Once the quotes have been determined technically acceptable, award will be based on lowest price. All responsible small business sources may submit a quotation which will be considered by the EEOC. The following Federal Acquisition Regulation (FAR) provisions and/or clauses apply to this acquisition and are incorporated by reference: FAR Provisions: FAR 52.212-1 Instructions to Offerors Commercial Items; FAR 52.212-3 Offeror Representations and Certifications Commercial Items; FAR 52.209-2 Prohibition on Contracting With Inverted Domestic Corporations-Representation. FAR Clauses: FAR 52.212-4 Contract Terms and Conditions- Commercial Items, FAR 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Orders - Commercial Items: 52.219-6, Notice of Total Small Business Set-Aside; 52.222-3, Convict Labor; 52.222-19, Child Labor-Cooperation with Authorities and Remedies; 52.222-21, Prohibition of Segregated Facilities; 52.222-26, Equal Opportunity; 52,222-36, Affirmative Action for Workers with Disabilities; 52.222-50, Combating Trafficking in Persons; 52,223-18, Encouraging Contractor Policies to Ban Text Messaging While Driving; 52.225-13, Restrictions on Certain Foreign Purchases; 52.232-33, Payment by Electronic Funds Transfer-Central Contractor Registration, 52.233-3, Protest After Award; and 52.233-4, Applicable Law for Breach of Contract Claim; and FAR 52.204-7, Central Contractor Registration; FAR 52.204-10, Reporting Executive Compensation and First-Tier Subcontract Awards; FAR 52.209-6, Protecting the Government's Interest When Subcontracting with Contractors Debarred, Suspended, or Proposed for Debarment; FAR 52.209-10, Prohibition on Contracting With Inverted Domestic Corporations. To obtain the above provision and clauses in full text, please visit www.acquisition.gov/far. Method of payment: Electronic Funds Transfer. Interested quoters must submit questions regarding this solicitation via email to the Contracting Officer, Caroline A. Fowler at: caroline.fowler@eeoc.gov, with a cc to the Alternate Contracting Officer, Joseph Pishioneri at: joseph.pishioneri@eeoc.gov, not later than Friday, June 8, 2012 at 10:00 am (Washington, DC local time). No telephone responses to or request for additional information regarding this RFQ will be accepted. The closing date for receipt of responses (quotations) to this solicitation is Tuesday, June 12, 2012, at 12:00 Noon (Washington, DC local time). Quoters may E-mail responses to the attention of the Contracting Officer or mail it to Equal Employment Opportunity Commission, Acquisition Services Division, 131 M St. NE, 4th Floor Washington, DC 20507, ATTN: Caroline A. Fowler, Contracting Officer. The Government will not be responsible for any cost accrued by interested quoters in response to this solicitation. It is anticipated that award from this solicitation will occur no later than June 21, 2012. Interested quoters are responsible for ensuring that their submitted quote has been received and is legible.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/EEOC/OCFOAS/PMD/RFQ0039-12/listing.html)
 

Place of Performance

Address: EEOC- Fifteen (15) designated locations., Washington, District of Columbia, 20507, United States

Zip Code: 20507
 

Record

SN02769892-W 20120609/120608000413-f03248242bab90f6047281c1cf5bfb10 (fbodaily.com)
 

Source

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

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