Loren Data's SAM Daily™

FBO DAILY ISSUE OF JUNE 21, 2012 FBO #3862
DOCUMENT

R -- SOR 97 Human Resouces Call Center - Attachment

Notice Date

6/19/2012
 

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

6/22/2012
 

Archive Date

8/21/2012
 

Point of Contact

Donna Neto, Contract Specialist
 

Small Business Set-Aside

N/A
 

Description

The Department of Veterans Affairs, Acquisition Services-Frederick (AS-F) is issuing Amendment A00001 in response to Questions and Answers regarding sources sought notice VA798-12-I-0193 for the Office of Human Resources and Administration (HR&A) project entitled "Clearing House Call Center and Related Services to Facilitate HR Knowledge Sharing Enterprise-Wide." Government Responses to Potential Bidder Questions: 1.I was hoping to inquire as to whether or not there is an incumbent contractor for this requirement? If so, could you please provide the contract number? Response: There is no incumbent contractor for this requirement. 2. We would like to know if there is a bilingual (Spanish/English) Spanish-speaking customer service agents requirement for the performance of this contract. Response: There is no bilingual requirement. Business will be conducted in English only. 3.Do you (the Government) have any call data available that would show current trends: Call volume; Average call times; or seasonality factors that may have an impact on volume? Response: The only relevant call data we have is for a call center that was stood up to trouble shoot new HR initiatives that we launched in the last two-three years. It initially saw about 100 customer contacts per day in the first month, and then declined to less than 10 per day within 6 months. We believe a large reason for this decline was the success of our FAQ system, developed after launch, which resolved many inquiries online without a phone call. 4.Would we (Offeror) also be dealing with employees creating web based tickets or monitoring a VA email account for call backs? Response: Yes. 5.Would we (Offeror) be accessing the VA human resources platform by way of a web based portal? Response: Yes. There will be more than one web-based portal that will require the Offeror's assistance. For example, VA has separate portals for the following: HR training; Project Management and Acquisitions training; general training; internship information; career planning information; and more. There are ample resources and experts available to trouble shoot each of these programs and portals. The Offeror will be expected to direct customers to these portals' internal support systems when the Offeror does not have the expertise to resolve the customer inquiry directly. Offeror will still be required to track the progress and resolution of the customer's inquiries even when they are not themselves responsible for resolving the inquiry. 6.What are the top call types that are expected to be handled within this call center? Response: We expect most calls to involve navigating VA's online HR resources. 7.Can services be delivered utilizing home-based agents ? Response: If this is referring to teleworking agents (working from home), then yes. 8.How will interactions with the HR professionals in option year 1 be captured? What is the case management or customer relationship management (CRM) tool that would be used by the call center? Response: I don't understand the first question. For the second question, the tool to be used is to be determined by the vendor. 9.Have protocols and software systems been developed that will intuitively guide the agents or are you looking for the chosen vendor to provide those protocols and systems? Response: The vendor must provide the software and internal protocols, VA will provide procedures for finding information in VA and to interact with VA resources and staff. 10.Would there be a preference for peer to peer engagement? Response: I don't understand this question. 11.What software systems would be accessible for agents? Will the VA be extending their intranet or internal network to the vendor's call center? If not, what feedback mechanisms are expected for each interaction? Response: Please refer to response to question #9 for software systems response. For the second question, yes. We expect the vendor to be available via phone, email, and live chat, and to follow-up with customers via email. 12.What are the key performance indicators and success factors for this call center? How would you know if the vendor was meeting or exceeding the HR goals for the call center? Response: (1) Time to resolution of customer inquiry. Our goal is to have 80% or more of inquiries resolved within this time frame. Note that the vendor will not be penalized for inquiries that cannot be answered by the vendor in a timely manner because that inquiry requires additional research or expertise not readily available to the vendor. However, the time-to-resolution of these inquiries will still need to be measured by the vendor. Vendor will be expected to resolve all questions where the answer is readily available (e.g. already available online) within 24 hours of contact. 13.Will there be any intranet portals created parallel to the implementation of the call center? Response: Yes. 14.What is the expected call volume into this call center? Response: 100 calls/emails per day for the first month and 50 per day afterward. Note that this is only an estimate, and that VA is prepared for the event that the call volume falls outside of this estimate. The vendor should also be prepared for this.
 

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 A00001 VA798-12-I-0193 A00001.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=375519&FileName=VA798-12-I-0193-A00001000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=375519&FileName=VA798-12-I-0193-A00001000.docx

 

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

Record

SN02779518-W 20120621/120619235059-35e2367bf4318462d292a20ca2176f07 (fbodaily.com)
 

Source

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

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