SPECIAL NOTICE
R -- TSP Call Center Consultant
- Notice Date
- 3/25/2016
- Notice Type
- Special Notice
- NAICS
- 541611
— Administrative Management and General Management Consulting Services
- Contracting Office
- Federal Retirement Thrift Investment Board, Office of Financial Service, Office of the Chief Financial Officer, 77 K Street NE, Suite 1000, Washington, District of Columbia, 20002, United States
- ZIP Code
- 20002
- Solicitation Number
- TIB-2016-RFI-0003
- Archive Date
- 4/20/2016
- Point of Contact
- Linda K. Bethke-Cyr,
- E-Mail Address
-
FRTIBContracting@tsp.gov
(FRTIBContracting@tsp.gov)
- Small Business Set-Aside
- N/A
- Description
- This is a NOTICE OF INTENT TO AWARD A SOLE SOURCE CONTRACT under authority of 41 U.S.C. 1901 and 3304, FAR 6.302-1, 13.106-1(b), and 13.501(a)(1)(ii), only one responsible source and no other supplies or services will satisfy the agency requirements. The Agency intends to award a sole source contract to Service Agility, Inc., 9095 Rosewood Dr, East Greenville PA 180412644 to procure services in support of the Federal Retirement Thrift Investment Board (FRTIB). Activities will be conducted at the Agency or on site at one or both of the call centers. This action is not a set-aside and will result in a Firm-Fixed Price contract with a period of performance of one-year and a one-year option. Total contract cost not to exceed $98,300. The procurement will be classified under North American Industry Classification System (NAICS) 541611. The contractor shall provide support to FRTIB with professional services that (1) support all of the Agency's competitive procurements for the centers, (2) ensure that the centers are managed to the highest standards of call center excellence, and (3) provide mentoring to the Agency's call center program manager in the oversight of the daily operations of the centers. The following represent the tasks to be provided by the Offeror. • Quarterly reviews of the call center activity (conducted at the Agency or on site at one or both of the call centers). The purpose of the reviews is to ensure operational efficiency, best practices, and ongoing enhancement of services consistent with industry trends or Agency initiatives. Disaster recovery capabilities will also be tested. Offeror shall provide a site visit report to the COR no later than 30 days from the date of the visit. • Ongoing advisory services (may be onsite or via telephone) in support of the Agency's call center program manager. Topics are variable depending upon call center activities at the time but may include forecasting and performance issues; metrics; budget and or administration issues, etc. Of particular note is that the Agency has contracted with a vendor for forecasting support and has embarked on a contact center modernization program which will require technical as well as operational input from the Offeror. • Development of the Agency's semi-annual Call Center Customer Satisfaction Survey report. This activity includes data collection from the two call centers, data analysis, and report development. The results of the survey help drive performance assessments and metrics as well as benchmarking activities. The offeror is expected to evaluate the data in light not only of current performance but also potential areas for improvement or enhancement. The review is conducted every 6 months, and the report due before March 1st and September 1st of each year. • The Offeror shall provide acquisition support to the agency with the call centers re-competition The Offeror may be asked to assist the Agency throughout all phases of the competitive procurement process. The Offeror shall be capable of providing best-value solutions to assist the Agency in fulfilling the call centers re-competition. THIS NOTICE OF INTENT IS NOT A REQUEST FOR PROPOSALS OR QUOTATIONS. No solicitation package will be issued. A determination by the Government not to compete this proposed action based upon responses to this notice is solely within the discretion of the Government. Information received will be considered solely for the purpose of determining whether conducting a competitive procurement is in the best interest of the Government. All responses received by 1:00PM EST on April 5, 2016 will be considered by the Government. This notice is not a request for competitive proposals/quotes. All information submitted should support the offeror's capability to perform the requirement and shall be furnished at no cost or obligation to the Government. Responses must be in writing and must provide clear and concise documentation indicating an offeror's capability to provide these services. Verbal responses are not acceptable and will not be considered. Questions shall be submitted electronically to Linda K. Bethke-Cyr at email FRTIBContracting@tsp.gov.
- Web Link
-
FBO.gov Permalink
(https://www.fbo.gov/spg/FRTIB/OA/WashingtonDC/TIB-2016-RFI-0003/listing.html)
- Record
- SN04062526-W 20160327/160325233929-3e7d664f85ed0fd32763ecb83663a281 (fbodaily.com)
- Source
-
FedBizOpps Link to This Notice
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