SOURCES SOUGHT
D -- Telephone System Enhancement
- Notice Date
- 1/9/2013
- Notice Type
- Sources Sought
- NAICS
- 334210
— Telephone Apparatus Manufacturing
- Contracting Office
- DOI, National Business Center, AQDDivision 4/ Branch 27301 West Mansfield AveD2940DenverCO80235
- ZIP Code
- 80235
- Solicitation Number
- D13PS00119
- Response Due
- 2/4/2013
- Archive Date
- 3/6/2013
- Point of Contact
- TERRI L FERGUSON
- Small Business Set-Aside
- N/A
- Description
- On behalf of the Department of Interior, Interior Business Center (IBC), this SOURCES SOUGHT is being issued to locate potential Small Businesses, Small Disadvantaged Businesses, 8(a) Small Businesses, Woman-Owned Small Businesses, HUBZone Small Businesses, Veteran- Owned Small Businesses, Indian-Owned Small businesses and/or Service-Disabled Veteran-Owned Small Businesses with the ability to provide the services outlined below. Based upon responses to this Sources Sought, the Government will make the determination whether to proceed with a solicitation. This Sources Sought is not a request for quotation and the information presented will not obligate the Government in any manner. Among other things, the U.S. Department of the Interior is responsible for the administration and management of approximately 408,000 Individual Indian Money (IIM) accounts held in trust by the United States for individual American Indians and Alaska Natives (hereafter beneficiaries). This responsibility is carried out by the Office of the Special Trustee for American Indians (OST). Within OST the Trust Beneficiary Call Center (TBCC) serves as a primary point of contact for beneficiaries who may inquire about the status of their assets and any activity in their accounts or call to update their personal information or request disbursements from their accounts. TBCC regularly provides a live customer service representative Monday through Friday from 7 a.m. to 6 p.m. and Saturday from 7 a.m. to noon, Mountain Time. TBCC call volume for Fiscal Year 2012 approached 200,000 and has been increasing rapidly each year. TBCC calls come in on 3 trunk lines that can accommodate a total of up to 71 calls at time. Telephone service is provided by CenturyLink and managed internally by an AVAYA telephone system. On behalf of OST, the IBC is seeking sources with the ability to provide a CRM, AVR, IVR or telephone banking system solution with the purpose of automating the resolution of basic calls to TBCC. Some of the basic requirements include: Use the same toll free number that beneficiaries currently use to contact TBCC Provide 24/7 service Work with the existing AVAYA system Provide callers with a short, simple menu of options such as account balances, recent transactions, status of current payouts, etc Provide an easy escape to the TBCC live representative queue Provide reports and statistics to show, e.g., numbers of calls handled (total and by category), number of calls abandoned, duration of calls, number of calls released to a live CSR, etc. Provide a secure (but reasonably simple) authentication process In the future, OST may decide to expand this solution to provide the ability for beneficiaries to schedule a disbursement to them from their IIM accounts. The identified source(s) should indicate which solutions would be able to add that feature if requested. Interested parties must include the following information in their response: (a) Business name, address, point of contact, DUNS number, size classification based on the applicable size standard, and socioeconomic classification. (b) A capabilities statement and/or outline demonstrating the product(s) with the potential to meet the Governments needs. (c) Any additional information the contractor may deem relevant to assist the Government in making a determination on how to proceed. (d) A positive statement you intend to respond to any subsequent solicitation. Interest parties shall respond to this notice via email to tferguson@nbc.gov no later than 12:00 pm (Noon) MST on Monday February 4, 2013. Questions concerning this Sources Sought should be directed to Terri Ferguson at 303-969-5583 or the email address listed above. Please reference `Telephone System Enhancement in the header of ALL email correspondence.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/notices/5c325f8b67111ab77f2c0e0aef089f5f)
- Record
- SN02962156-W 20130111/130109234343-5c325f8b67111ab77f2c0e0aef089f5f (fbodaily.com)
- Source
-
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