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FBO DAILY - FEDBIZOPPS ISSUE OF OCTOBER 23, 2014 FBO #4716
DOCUMENT

D -- CRM Co Browse- RFI - Attachment

Notice Date

10/21/2014
 

Notice Type

Attachment
 

NAICS

541519 — Other Computer Related Services
 

Contracting Office

Department of Veterans Affairs;Technology Acquisition Center;23 Christopher Way;Eatontown NJ 07724
 

ZIP Code

07724
 

Solicitation Number

VA11815N0020
 

Archive Date

1/19/2015
 

Point of Contact

Lauren Sankar
 

E-Mail Address

lauren.sankar@va.gov
(lauren.sankar@va.gov)
 

Small Business Set-Aside

N/A
 

Description

The purpose of this Request for Information (RFI) is to determine if contractors are capable of meeting the Department of Veteran Affairs (VA) requirements for Customer Relationship Management (CRM). This RFI 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 Federal Acquisition Regulation (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 the competitive process. The purpose of this RFI is to obtain market information on capable sources of supply, industry practices, and input specific to the information and questions provided below. The Government is not responsible for any cost incurred by industry in furnishing this information. 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 Veterans' issues is a primary focal point of the VRM program. As such, the Customer Relationship Management (CRM) program was established under VRM in response to Secretary Shinseki's interest in having a plan developed that charts a course for transformation of VA call centers. As a component of the VRM Initiative, the CRM program intends to integrate all of the contact information the VA maintains on its customers. Also, the CRM program intends to provide VA employees who communicate with VA customers the tools they need to provide every VA customer with consistent and accurate information, as well as rapid and correct issue resolution. The Co-Browsing solution under CRM will primarily be used to provide support to the users of VA online portals and electronic claims submission through the eBenefits and Stakeholder Enterprise Portals (SEP) portals. The call center agents will be able to view the browser session of the Veteran when they are assisting the Veteran with their issues. After reviewing all the information, interested capable contractors are invited to provide responses to the following questions: ? Functional / General 1.Can Agents initiate a co-browse session? 2.Can Users initiate a co-browse session? 3.Do you offer On Premise Deployment? If so, what are the technical requirements? 4.Do you offer a Hosted Solution? 5.Does the solution offer the ability to launch the co-browsing system as a standalone application? 6.Can the co-browse functionality as a standalone application be integrated with our CRM (Mircosoft Dynamics) for use by contact center agents? Can you save a transcript of the co-browse session in MS Dynamics? 7.Does the solution offer the ability to "enable"/launch co-browsing system from a Chat System? 8.Does the solution allow the ability to co-browse with both internal and external users? 9.For security reasons can you restrict the ability to just co-browse a web session and not take control of the desktop? 10.Does the product support recording of the co-browse session for archival purposes (audit, training, coaching, etc.)? 11.Does the solution offer the ability for an Administrator to restrict/allow access to different co-browsing functionality based on user-specific settings? 12.Does the solution allow the ability for client and/or agent to disconnect co-browse session at any time? 13.Does the solution allow the ability to associate an agent to a co-browsing session and to track historical usage based on agent, client, date/time, length of co-browse session, etc.? What type of pre-defined and ad-hoc reports/analytics are available? 14.How does the product behave if customer scrolls down to the bottom of the page while agent is at the top of the page? 15.How does the product behave if the agent gets accidentally dropped from a session? (Can agent can re-connect to the customer's Co-browse session?) 16.Does the solution allow business rules that are customizable? How easy is it to administer the rules? 17.Are these business rules customizable to specific agent roles? 18.Does the product support one-to-many co-browsing (supervisor / others that can join co-browse)? 19.How does your company respond to application changes and new requirements? How often are new product releases deployed? What is your innovation strategy? 20.Does your company have experience working with other State and Federal agencies? If so, please highlight a few relevant implementations. Co-Browse Technical Requirements 21.Much of our static content (Style Sheets, CSS files, logos, etc.) resides behind a VA firewall to which neither the agents nor the co-browse application will have access. Can the application pull static content from one location and dynamic content from another? 22.Please provide a full list of browsers and their versions that the system supports on both the agent and client side. Can agents and clients be on different browsers? 23.Does the solution allow the blocking of certain IP addresses from initiating co-browse sessions dynamically? 24.Does the solution allow the ability to take over a client session by asking for explicit client permission to do so and record the acceptance in the system? 25.Provide an overview of a typical co-browse implementation. 26.Does the solution support secure site credentials? 27.Describe the implementation and maintenance process for business rules. 28.Does the solution allow virtualized servers? 29.Does the solution allow scalability horizontally? 30.Does the solution allow deployment in the DMZ and SEFS? 31.Does the solution support High Availability (HA)? 32.What type of support is offered for the product? 33.Does the system require any download on the customer's computer? 34.Does the solution require an installed client on the agent or customer desktop? 35.Does the solution support HTTPS? 36.For security reasons can the application be configured not to save any customer data? 37.What databases are supported? 38.Can the solution integrate with VA's Single Sign On (SSO)? 39.What memory and processor requirements does the solution require for agent and customer desktops? 40.Is AJAX Supported? 41.Does the solution work with frames, iframes, and absolute frame targets? 42.Does the solution parse HTML page content? 43.Does the solution allow business rules that support masking of sensitive data from logs? 44.If the product requires a Java download to customer and agent browser, can customer and agent be on different Sun JDK versions? 45.Does the product require to be re-certified with release of new browser versions? 46.Does the product require to be re-certified with release of new Java versions? Federal / VA Requirements The VA requires compliance with the items list below. Please elaborate the system's capability to comply with these requirements and/or processes. 47.FIPS 140-2 cryptology requirements 48.508 Compliance "http://www.section508.va.gov/ 49.Web Application Security Assessment (WASA) Scans "See https://www.owasp.org/index.php/Main_Page for a list of top items these scans seek to test. 50.HP Fortify Scans "https://wiki.mobilehealth.va.gov/display/OISSWA 51.Third Party Security Patches "Ex. SQL Server, Java, Sharepoint, etc. "What is the process for maintaining these patches? 52.Systems Engineering Design Review (SEDR) Process "http://vaww.eie.va.gov/techstrategy/TAR/TAR%20PROCESS/Forms/AllItems.aspx 53.Identity and Access Management (IAM) Procurement Clause "The Contractor shall ensure Commercial Off-The-Shelf (COTS) product(s), software configuration and customization, and/or new software development is compliant with the VA Enterprise Technical Architecture (ETA), and specifically for compliance and integration with Identity and Access Management (IAM) requirements and IAM enterprise design and integration patterns, http://www.techstrategies.oit.va.gov/docs_design_patterns.asp "The Contractor shall ensure all Contractor delivered applications and systems are compliant with VA Identity Management Policy (VAIQ# 7011145) and VA IAM enterprise identity management requirements (IAM Identity Management Business Requirements Guidance document, https://www.voa.va.gov/). "The Contractor shall ensure all Contractor delivered applications and systems provide user authentication services compliant with National Institute of Standards and Technology (NIST) Special Publication 800-63-2 and VA IAM enterprise requirements for both direct and assertion based authentication. Direct authentication at a minimum must include PKI base authentication supportive of both Personal Identity Verification (PIV) and Common Access Card (CAC). Specific Identity and Access Management Personal Identity Verification (PIV) requirements as set forth in OMB Memoranda M-04-04 (http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy04/m04-04.pdf), M-05-24 (http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf), M-11-11 (http://www.whitehouse.gov/sites/default/files/omb/memoranda/2011/m11-11.pdf), NIST Federal Information Processing Standard (FIPS) 201-2, and supporting NIST Special Publications. Assertion authentication at a minimum must include SAML token authentication and authentication/account binding based on trusted headers. RFI Response Responses should include name of the company, address, DUNS number, and Point of contact information including phone number and email address. In addition to answers to the questions provided within this RFI, please also list any General Services Administration (GSA) Schedules or Government-Wide Acquisition Contracts that you are currently performing under and Identify your company's Small Business size status based upon the applicable NAICS codes of 541519 and 334111. Responses are requested no later than 12 PM EST on November 3, 2014. Responses shall be submitted via email to Lauren Sankar, Contract Specialist, at lauren.sankar@va.gov.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/notices/2ba7b53503b48893dac5aadba622782e)
 

Document(s)

Attachment
 

File Name: VA118-15-N-0020 VA118-15-N-0020.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1689919&FileName=VA118-15-N-0020-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1689919&FileName=VA118-15-N-0020-000.docx

 

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

Record

SN03554892-W 20141023/141021234327-2ba7b53503b48893dac5aadba622782e (fbodaily.com)
 

Source

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

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