D -- PILOT HUMAN RESOURCE CALL CENTER PROJECT

Notice Date

September 28, 2000

Contracting Office

FISC Norfolk Acq Group, Hampton Roads Detachment, 1968 Gilbert St., Suite 600, Norfolk, VA 23511-3392

ZIP Code

23511-3392

Solicitation Number

CAA-N00189-2000-01

Response Due

October 23, 2000

Point of Contact

MR. H.R. ALDRIDGE, (757)443-1454, e-mail: Hardy_R_Aldridge@nor.fisc.navy.mil;Linda Gallaher (757)443-1363, e-mail: Linda_Gallaher@nor.fisc.navy.mil

E-Mail Address

Click here to contact the contracting office via e-mail (Hardy_R_Aldridge@nor.fisc.navy.mil)

Description

The following is a Commercial Area Announcement (CAA). This synopsis is for information and planning purposes only, and does not constitute a Request for Proposal. The intent of this Commercial Area Announcement and request for comments is to afford industry an opportunity to comment on the draft statement of work located on the FISC, Norfolk Acquisition Group, Hampton Roads Division world wide web-site: www.nor.fisc.navy.mil. All comments, issues or concerns received identifying potential problem areas, proposing alternative solutions or recommendations which would enhance this initiative will be evaluated. The purpose of this request is to obtain industry's comments and recommendations pertaining to "state-of-the-art" industry procedures currently utilized in the development of a pilot Human Resource Call Center (HRCC), inclusive of all required materials, labor, equipment and facilities required for the start-up and operation of the pilot HRCC. The Government will evaluate the feasibility of proposed procedures, comments and recommendations for the proposed pilot HRCC. As a minimum, interested parties should address the following (as detailed as possible): a. Telecommunication requirements (i.e., T-1 lines/telecommunication lines, with projected timeframes); b. Identification of "help-desk" tracking tools (proposed software and hardware to be utilized); c. Identify information technology (IT) requirements for the software (platforms to be run) and hardware; d. Personnel to be hired (i.e., utilization of local workforce, facilities to accommodate job, tracking tools ); e. Training of personnel (as applicable). The Government will review, analyze and adopt concept(s) accordingly. The Government will be receptive to any alternative recommendations, ideas and comments which would result in limiting unnecessarily constrained requirements (currently in place and practiced by the government), realizing cost savings, while highlighting potential technical or contractual problem areas easily resolved by adopting industry's best practices. Receipt of comments should not be construed as a vehicle for presenting a specific approach or product, but as an opportunity to improve an eventual solicitation package (refer to the Draft Statement of Work above). Requested information is expanded and delineated below: 1. The government intends to award Firm Fixed Price/Indefinite Delivery, Indefinite Quantity (FFP/IDIQ) Commercial Services Contract. The Government's intent is to procure a pilot HRCC in the Machias Bay region (Washington County), Maine supporting approximately 33,000 Navy civilian employees in the northeast region of the United States as a first entry point for employees seeking information or transactional assistance in the benefits and entitlements. The SOW includes such requirements as a) The HRCC shall provide support for the civilian workforce through an Interactive Voice Response component to include caller access to automated general information as well as one-on-one personal interaction for case-specific counseling and problem solving, and self-service web-based technologies targeting the areas of benefits and entitlements, b) The contractor shall design and implement an approved automated integrated system for accurate and timely data exchange between the DASN(CP/EEO) and OPM, OFEGLI, DFAS and others, and c) The contractor shall develop approaches to and implement data collection and performance measurement. The HRCC support would target such areas as Federal Employee Health Benefits (FEHB), Federal Employee Group Life Insurance (FEGLI), Thrift Savings Plan (TSP), Retirement plans (Civil Service Retirement System and Federal Employment Retirement System), and death benefits. It is foreseeable in the future to include options or orders to the contract expanding such service to additional Navy civilians in other regions. Other contractual alternatives will be entertained (i.e., GWAC, GSA, or other contracts in place). 2. Comments, whether supportive or critical, are solicited regarding the proposed draft statement of work (SOW) appearing on the FISC, Norfolk Acquisition Group, Hampton Roads Division's web-site (www.nor.fisc.navy.mil, double-click "Contracting", then "Announcements". Below announcements, on the left hand side is "Human Resource Call Center"). There is no limitation on comments and recommendations for improvement. 3. The Government's concerns center around telecommunications equipment. Surveys of this information (in the pilot area) should be addressed and included in any response. Of specific concern is: a) does sufficient telecommunications equipment exist in the pilot area to "start up" this initiative? b) If not, what costs would be incurred (rough estimate, accompanied with breakdown of equipment) and what timeframes would accompany this tasking (milestones, if available); 3.a. The Government will require connectivity to customer information at the responsible Human Resources Service Center and other necessary databases and on-line technical systems of the Navy, DOD and others, as well as such resources as (1) the Modern System -- a DOD Oracle based HR software application, (2) an Interactive Voice Response System (IVRS) and (3) an Employees Benefits Information System (EBIS). The provisions of milestones/timeframes are requested with any response hereto, if possible. 3.b. The feasibility of utilization and intent of utilization of the local workforce in the area should be addressed. What additional cost(s) would be incurred to properly train a local workforce at the pilot location? If this is not an option, what additional costs would be incurred to physically relocate individuals to the pilot location? 4. At this time, the Government intends to contractually require deliverables provided directly to a specific point of contact, on a monthly basis. Data to be provided will include: a) Monitoring of calls (number of calls received relating to Civilian Personnel issues, Equal Employment Opportunity issues, and Human Resources issues). These deliverables shall address stratification of all incoming calls, specifically, the delineation of incoming calls (i.e., basic calls (responded to); calls transferred to individual Human Resources Offices in other areas, how many calls were responded to by the HRCC employees, utilizing internal policy provided, and timeframes for each, etc.). Based on this requirement, proposed software to be utilized for tracking purposes should be specified and named in any response. The Government does not currently possess any historical data relative to the number and level of complexity of calls. Innovative approaches which meet the criteria in the SOW will be evaluated and considered for inclusion into the eventual solicitation package. The use of comments received from industry to complete final SOW and resulting solicitation documents will be at the discretion of the contracting activity. The Request for Proposal (RFP) for this acquisition will be synopsized prior to release. The anticipated release of the RFP is 29 December 2000. Eligibility for participation in future acquisitions does not depend upon a response to this notice. The Government will not critique a potential offeror's comments. The Government does not intend to pay for the information solicited and will not recognize any costs associated with any response to this notice. Proprietary information is not being solicited. Information considered proprietary, if any, should be marked as such. Responses to this synopsis must be submitted in writing to Mr. H.R. Aldridge at the above listed address no later than _______( projected date -23 October 2000 which is 30 days after issuance..

Record

Loren Data Corp. 20001002/DSOL008.HTM (W-272 SN501808)