ࡱ>  8sq Z6bjbj )Njj"27l8*LvNfv:4NNNNNNN$P 7R8Nf f f 8N.+MN(.+.+.+f N.+f N.+(.+V,B!Ej X@!zf\NuN<NPf&Sv$S.+PART III LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS SECTION J LIST OF ATTACHMENTS J.1 PAST PERFORMANCE SURVEY QUESTIONNAIRE Offerors shall forward the attached Past Performance Survey Questionnaire to customers(s) who they have selected to complete the survey of their past performance. The offeror is responsible for communicating to the selected customer(s) that the customer(s) need to address the experience factors identified in Section L.7.2.1.3.1 in completing the questionnaire. The offeror shall inform the selected customer(s) that the completed questionnaire must be received by the addressee listed on the questionnaire no later than the proposal due date set forth in Standard Form 33 issued with the solicitation. Name of Vendor: Customer Contact Information:Name: Position:Company Name: Phone: E-Mail:Project Description: (Provide a brief description of the project, including scope of work, complexity of inquiries, length of Customer Service Representative training, complexity of start-up process, and work volume fluctuations) Annual Work Volume (Phone, Fax, E-mail, etc.): Contract Performance Period: Reason for contract termination (if applicable): Significant Accomplishments/Awards: (Provide a brief description of significant accomplishments, awards, and performance incentives achieved during the contract performance period) Issues and Problems: (Provide a brief description of any problems and issues that occurred during the contract performance period, including any performance disincentives/penalties)  Performance Evaluation: On a scale of 1 to 5, with a rating of 3 being satisfactory and 5 being the highest attainable score, please assign a rating to the contractors project performance on each of the following elements. Provide a brief narrative to support any rating above or below 3. Performance ElementPerformance Rating (1-5)Comments1. Quality and timeliness of service 2. Ability to meet performance goals 3. Ability to manage content and keep data current 4. Accuracy, completeness, and timeliness of reports 5. Competency of personnel employed 6. Effectiveness of recruitment and employee retention program7. Effectiveness of training program 8. Ability to respond quickly in crisis or high priority situations9. Ability to respond to work volume fluctuations 10. Speed of trouble and complaint resolution 11. Effectiveness of quality assurance and quality improvement programs 12. Flexibility and responsiveness to accommodate changes13. Commitment to keeping technology up-to-date14. Adherence to industry best practices 15. Effectiveness of management team, including management of subcontractors16. Ability to identify and solve problems with minimal oversight17. Ability to display initiative in identifying and providing solutions 18. Overall customer satisfaction Signature: Date: Survey Questionnaire Submission Instructions: Please submit the completed Past Performance Survey Questionnaire to: Robert Corey Contracting Officer Service Development Acquisition Center Federal Technology Service General Services Administration 10300 Eaton Place, Room 509 Fairfax, VA 22203-2030 J.2 TECHNICAL PROPOSAL INDEX Offerors are required to submit, as part of their technical proposal, an Index referencing the page and paragraph numbers that contain their response/methodlogy/narrative, on an item by item basis to all requirements of this solicitation. Offerors shall complete Table J.2 provided below by inserting a reference in the "Contractor Proposal Reference" column which indicates the section or page reference number from the offeror's proposal that describes its solution or approach for meeting the stated requirement. Offerors shall include a completed copy of the table as part of their proposal submission package. Table J.2 Technical Proposal IndexRFP Reference Requirement Contractor Proposal Reference L.7.2.1.2Executive SummaryL.7.2.1.3ExperienceL.7.2.1.3.1Minimum Required ExperienceL.7.2.1.3.2Documentation of ExperienceL.7.2.1.4Past PerformanceL.7.2.1.5Technical ApproachL.7.2.1.5.1Services to be ProvidedC.3.1Automated ServicesC.3.1.1Automated Voice Response ServicesC.3.1.2Facsimile ServicesC.3.1.3Voice Mail ServiceC.3.1.4Automated Callback (Telephone)C.3.1.5Web CallbackC.3.1.6On-Line OrderingC.3.1.7E-Mail Web FormC.3.1.8Automated Telephone Appointment ServiceC.3.1.9Web-Based Appointment ServiceC.3.1.10Hosted FAQ ServiceC.3.2Attended ServicesC.3.2.1Responding to Telephone InquiriesC.3.2.2Outbound Calling ServicesC.3.2.3Responding to Postal Mail InquiriesC.3.2.4Responding to E-Mail InquiriesC.3.2.5Responding to Facsimile InquiriesC.3.2.6Interactive Web ServicesC.3.3Other Support ServicesC.3.3.1Fulfillment ServicesC.3.3.2Transcription ServiceC.3.3.3Language Translation ServiceC.3.4Directory Listing ServicesC.3.5Technical and Management ServicesC.3.5.1Core Project Management SupportC.3.5.2Program ManagementC.3.5.3Technology ManagementC.3.5.4Information and Relationship ManagementC.3.5.5Human Resources ManagementC.3.5.6Performance ManagementC.3.5.7Quality Assurance/Quality Improvement C.3.5.8Management ReportsC.3.5.9SecurityC.3.5.10Contingency/Disaster RecoveryC.3.5.11Value Engineering and DesignC.3.6Special Project SupportL.7.2.1.5.2Facilities and Technology InfrastructureC.5Facilities to be ProvidedC.5.1General RequirementsC.5.2Facility InfrastructureC.5.3Site Selection and Facility Design Reqmts.C.5.4Project HousingC.5.4.1Exclusive-Use SpaceC.5.5Facility AccessC.6Technology Infrastructure to be ProvidedC.6.1Inquiry Processing Technology and ServicesC.6.2E-Mail Routing and ManagementC.6.3FAQ SystemC.6.34Knowledge ManagementC.6.45Contact ManagementC.6.56Workforce ManagementC.6.67Customer Survey AutomationC.6.78Compliment and Complaint ManagementC.6.89Service Monitoring and Quality ControlC.6.910TrainingC.6.101Literature FulfillmentC.6.112Voice Mail and Electronic MailC.6.123Power SupplyC.6.134Database DesignC.7Telecommunications Services to be ProvidedC.7.1Local Telecommunications Services and Internet AccessC.7.2Intercity Telecommunications ServicesC.7.3Network DesignC.7.4Network Termination EquipmentC.7.5Service CoordinationC.7.6Telephone Number OwnershipC.7.7Internet Domain OwnershipL.7.2.1.5.3Strategy and Approach for Information and Relationship ManagementL.7.2.1.5.4Phase-In PlanL.7.2.1.5.5Security PlanL.7.2.1.5.6Disaster Recovery/Contingency PlanL.7.2.1.5.7Emergency Response CapabilityL.7.2.1.6Management PlanL.7.2.1.6.1Program Management PlanL.7.2.1.6.2Key PersonnelL.7.2.1.6.3Human Resources Management PlanL.7.2.1.6.4Service Level Management PlanL.7.2.1.6.5Quality Assurance/Quality Improvement PlanL.7.2.1.6.6Operations Management PlanL.7.2.1.7Plan for Special Hiring J.3 FEDERAL CITIZEN INFORMATION CENTER NATIONAL CONTACT CENTER SAMPLE TASK ORDER REQUIREMENTS The Government intends to issue a task order against the resultant contract of this solicitation to support the operation of the Federal Citizen Information Center (FCIC) National Contact Center (NCC). The information contained in this section represents the most current requirements of the NCC and is intended to serve as a sample task that could be performed under this contract. The actual NCC task requirements, when and if released, may contain updated and/or different requirements than those contained in this section. Nothing in this section should be construed as a commitment from the government to actually procure this type of task order. Though the government currently intends to procure these services, intervening events may occur which dramatically alters the scope, type or even existence of this sample task order. The following sample detail is only included to assist the bidders in their preparation of the proposals for the overall IDIQ contract and should not construed as an intention to actually procure the services as described. J.3.1 Program Description The Federal Citizen Information Center (FCIC) manages a National Contact Center (NCC) that responds to public inquiries seeking information on a wide range of government programs. The Government contracted out the operations of the NCC in 1990. In FY2003, the NCC responded to over 1.9 million telephone calls and 20,000 e-mail inquiries, took orders for over 242,000 consumer publications, and distributed over 700 printed documents. The NCC currently supports the following activities: Responding to public inquiries The NCC serves as a public information referral service that was established by law in 1978 to provide citizens with information on a wide range of Federal Government programs and services. Citizens seeking general government information can reach the NCC by toll-free telephone service from the United States and Canada (1-800-FED-INFO for voice, 1-800-326-2996 for TTY). Callers from other foreign countries can call the NCC by dialing a commercial telephone number. The NCC responds to live inquiries between 8:00 am and 8:00 pm eastern time, weekdays, except Federal holidays. Recorded information is available 24 x 7 through a network-based IVR service currently provided by the Government. Prior to 2003, the NCC responds to public inquiries seeking information on a wide range of government programs primarily via the telephone. In April 2003, the NCC expanded its service to include responding to public e-mail inquiries received through the FirstGov.gov and other FCIC related websites (e.g. pueblo.gsa.gov) and to receive inquiries and transmit information by facsimile. E-mail inquiries are directed to the NCC via an e-mail web form hosted at the various websites and are responded to in accordance with business rules established by the Government. The NCC also fulfills requests for selected Government publications and forms that are provided by the agencies to the NCC for distribution. Table J.3.1-1 provides a sample of the most popular general public inquiry topics that the NCC handles. A list of frequently asked questions (FAQs) handled by the NCC can also be viewed on the NCCs website (info.gov) maintained by the Government. In support of the USA Services initiative, the NCC also serves as the Governments clearinghouse for misdirected telephone and e-mail inquiries forwarded by participating Federal agencies. Misdirected inquiries are defined as those inquiries that involve subjects that are outside of the purview of the forwarding agency. For misdirected telephone inquiries, the agency can either tell the public to call the NCC at 1-800-FED-INFO or transfer the calls to the NCC for assistance. For misdirected e-mail inquiries, the agency can either direct the public to the FirstGov.gov website or forward the inquiries to the NCC, preferably via a central forwarding mailbox established by the agency. As part of the USA Services initiative, GSA currently has working agreements with 14_Federal agencies to route misdirected e-mail inquiries to the NCC for response and/or routing. GSA expects the number of participating agencies to grow substantially over time. The NCC will respond to these forwarded inquiries in the same manner as those received directly from the public. E-mail inquiries forwarded to the NCC are responded to in accordance with business rules mutually established by the NCC and the forwarding agency. The NCC Contractor is expected to work with the agencies to set up the forwarding mail boxes and to conduct tests to verify proper routing protocols for sending, receiving, and tracking of e-mail inquiries. Performing order intake for consumer publications The NCC receives telephone orders for consumer publications and responds to telephone and e-mail inquiries matters related to these publications. For telephone access, the public can call a toll-free telephone service from the United States and Canada (1-888-8-PUEBLO) and receive live assistance between 8:00 am and 8:00 pm eastern time, weekdays, except Federal holidays. Recorded information is available 24 x 7 through a premised-based IVR service provided by the current NCC contractor. During non-business hours, callers may leave ordering information for free publications via a voicemail service provided by the current NCC contractor. The recorded order information is then transcribed and included with other telephone publication orders. Telephone publication orders are then forwarded to a Government distribution center at Pueblo, Colorado, a facility maintained by the Government Printing Office (GPO), for processing and distribution. The NCC intends to maintain the current relationship with GPO for processing and distribution of consumer publications. For ordering publications and obtaining other consumer-related information via the Internet, the public can access the pueblo.gsa.gov website maintained by the Government. A list of available publications can be viewed by clicking the Order on the websites menu selection bar. The public can submit questions by accessing an e-mail web form hosted on the website. The questions are directed to the NCC for response in accordance with business rules established by the FCIC. Responding to emergency calls for the Department of State - The NCC currently operates the Emergency Response Hotline for the Department of State, Office of Overseas Citizen Services (1-888-407-4747). The Hotline responds to calls on international child abduction, overseas adoption, and overseas emergency matters. The Hot Line is normally staffed between 8:00 am and 8:00 pm eastern time on weekdays, except Federal holidays. Recorded information is available 24 x 7 through a network-based IVR service provided by the Government. In emergency situations, the NCC provides expanded or 24 x 7 coverage to respond to calls from American citizens from around the world within 3 hours of receiving notification from the Department of State. Table J.3.1-2 provides a sample of the most popular telephone inquiry topics that the NCC handles for OCS. Responding to public inquiries for the Department of Interior The NCC currently provides telephone (1-800-344-WILD) inquiry response support to the Department of Interior, Fish and Wildlife Service (FWS). Routine inquiries are responded to by the NCC and more complex inquiries are referred to FWS employees for response. Telephone inquiry response support is provided between 8:00 am and 8:00 pm eastern time on weekdays, except Federal holidays. Recorded information is available 24 x 7 through a premised-based IVR service provided by the current NCC contractor. Table J.3.1-3 provides a sample of the most popular telephone inquiry topics that the NCC handles for FWS. A list of frequently asked questions (FAQs) can also be viewed on the FWS website (www.fws.gov) maintained by FWS. Responding to public inquiries for General Services Administration - The NCC currently provides e-mail inquiry response support to GSAs Office of Public Affairs. E-mail inquiries are directed to the NCC via an auto-forwarding mailbox established and maintained by GSA and are responded to in accordance with business rules established by GSA. Table J.3.1-4 provides a sample of the most popular telephone and e-mail inquiry topics that the NCC handles for GSA. Responding to public inquiries for other eGov initiatives - GSA intends to leverage the NCC capabilities to provide telephone, e-mail, and other inquiry response support to other eGov initiatives (e.g., GovBenefits) that have similar requirements as the work performed by the NCC. These initiatives generally have work volumes not in excess of 1,500 telephone and/or 500 e-mail inquiries per month. Table J.3.1-1 Sample of Popular General Public Inquiry TopicsCategoryQuestionsTravelPassports New, RenewImmigration & NaturalizationGreen Card, Visa, Travel Documents, Lost Naturalization Cert, How to become a US CitizenAssistanceEducation, Housing, Utilities, Food Stamps, Disaster assistanceComplaintsTelephone bill, Cable bill, TV programming, Cell phone service, scams, fraudEmploymentDiscrimination, Workplace safety, Local employment office, Minimum wage, FMLAChecks/TaxesI received a check what is it for? I need to change the name, address, or the amount is wrong, Bush Tax Cut, property taxAuthenticationWhat do I need to do to authenticate a document, what is the status of my request?Copyright/Patent TrademarkCompany name, song, book MoneySavings bonds purchase, cash in, value of. Same info for T-bonds and T-bills but Savings Bonds most frequentSocial SecurityContact a local office, Death benefits, lost check, lost card, apply for a card, Denial of BenefitsVital RecordsObtain copies of birth, death, marriage certificates. Change name on birth certificate, Im a US citizen but was born in a foreign country how can I get a birth certificate?Federal JobsHow do I find out if there are any Federal jobs in my area, How do I applySBACan I get a grant to start a business, MailPhone number for my local post office, Stop my mail, US Postal jobsFederal buildingsCan I drive up to the building, I want to call someone who works in the Federal Building at ___, where is ___ building located, How can I find out the schedule for special events, MilitarySign up for the draft, lost my draft card, locate a particular base, Questions about pay, Military passportRetirementFederal Benefit questions, Federal Benefits complaints, IRAQReconstruction contract jobs, working in Iraq, working as a police officer,SecurityHow to work for TSA, Complain about TSA at airport ____Veterans BenefitsBenefit questions, questions about my VA pension Table J.3.1-2 Sample of Popular OCS Inquiry TopicsCategorySample QuestionsTravel WarningsIs it safe to go? Should I go or not? Is it for real?Address InformationFax/phone/address information for consulates and embassiesChildren issuesHow do I sign my child up for the program? What if I am worried about child abduction? I am trying to adopt overseas, what should I do?Immigration questionsHow to bring someone here from abroad? How do I replace a lost green card? How do I replace lost citizenship documents?Children born overseasHow do I get a copy of the birth abroad certificate? What if I didnt register my child, what do I do now? Passport informationHow to obtain one? Where to go? How long it takes? How to get one in a rush?Moving overseasHow do I pay my taxes when I move overseas? Do I have to pay taxes if I move overseas? Will I lose my citizenship if I move overseas? Will I be able to collect social security? Table J.3.1-3 Sample of Popular FWS Inquiry TopicsCategorySample QuestionsHunting Where can I go for hunting? Can I hunt deer in November in X state?FishingWhere can I go to get a fishing license in X town?Wildlife RefugesWhat are the Federal regulations for hunting on a refuge? I saw a teddy bear at a refuge and they gave me this number to call to order it.Endangered SpeciesIs the X bird endangered?Migratory BirdsWhere can I send information on birds Ive observed migrating?PermitsWhat are the permit requirements to export or re-export productsPublicationsHow many copies of X can I get? Are they free?Employment & GrantsHow do I get a job with FWS? How many job openings are there for FWS in my area?GrantsWhat grants are available for the benefits of wildlife and its habitat? I saw something about Tribal grants, can you tell me about them?Law EnforcementI want to know the Federal law of trade and sale of wildlife. I want to report someone who killed an American black bear. Table J.3.1-4 Sample of Popular GSA Inquiry TopicsCategorySample QuestionsFederal Supply ServiceHow can I do business with the government? How can I get on the GSA Schedule? What is GSA Advantage? How do I order Government supplies?EmploymentHow can I use GSA QuickHire?FormsHave you updated Form XPublic Building ServiceWho is the facility manager for X building? When will X courthouse be completed? How can I get a parking spot in X federal building?Office of Government-wide PolicyWhat is the policy for travel on weekends? How is per diem set?J.3.2 Purpose/Scope The FCIC seeks to establish a contractor-provided and managed multi-channel contact center to respond to inquiries for government information and services, as described in Section J.3.1. The Contractor shall furnish the necessary facilities, personnel, equipment, supplies, and services to assume the operation of the NCC. The Government intends to leverage the capabilities of the new NCC to network with other Federal Government contact centers to form a seamless citizen information network to better serve the citizens. J.3.2.1 Objectives The FCIC expects to realize the following benefits: Position the FCICs public information services on par with private industry standards by providing customers with easily accessible, consistent, timely, and professional responses to their inquiries via their preferred method of communication. Provide increased capability for the NCC to network with Government contact center community to establish a seamless citizen information network that fosters efficient use of knowledge and resources in the delivery of government information and services. Provide increased capability to deliver fully managed multi-channel inquiry response and management solutions to meet the needs of Federal agencies and programs. Reduce other agencies burden of handling misdirected inquiries. Provide increased capability to measure and control the delivery of information services to meet the evolving needs of citizens. Gain and sustain access to state-of-the-art technology that is scalable to meet current and future requirements. Control information dissemination costs; J.3.2.2 Period of Performance The period of performance of this task order shall cover a Base Period of one (1) year, followed by four (4) consecutive Option Periods of one (1) year each. Expiration of the last option period will occur concurrent with the expiration date of the base IDIQ contract. The Base Period shall include a 90-day period for transitioning the NCC to a new multi-channel contact center. J.3.2.3 Transition and Start-Up The Contractor shall complete the transition of the existing NCC operations to a new multi-channel contact center within ninety (90) days after the issuance of Notice-To-Proceed. The incumbent contractor houses the NCC in Indianapolis, Indiana. During this period, the contractor shall work with the government to develop a sound project implementation plan and to perform all preparatory work to establish the new contact center. The Government will work with the both the incumbent and the successor Contractor and anticipates no more than ninety (90) days for full transition. Government personnel will closely monitor the Contractors effort to ensure a successful launch. Based on the Contractors ability and expert advice on transitioning the work volume, the government reserves the right to coordinate with the contractor to achieve a staffing plan that minimizes disruption of the existing services and seamlessly transitions the customer base and work volumes to the new center. J.3.3 Inquiries Handled by the NCC The primary role of the NCC is to serve as a referral service for the general public who seek information on a wide range of government programs, including those administered by the Executive, Legislative, and Judicial branches of the Federal Government, certain State and Local governments, and private entities. The NCC also performs order intakes for consumer publications and provides inquiry response support to several agencies, including: Department of State, Office of Overseas Citizen Services; Department of Interior, Fish and Wildlife Service; General Services Administration, Office of Public Affairs; and other eGov initiatives (e.g., GovBenefits). Inquiries to the NCC may be by telephone, facsimile, e-mail, postal mail, the Internet, or other media as appropriate. The inquiries generally fall under the following categories: Referrals General information inquiries Inquiries on specific programs and services Fulfillment requests Orders for publications Congressional inquiries Emergency inquiries Contingency-related inquiries Complaint calls Comments/feedback In responding to an inquiry, the Contractor shall analyze the inquiry, retrieve available information from all pertinent sources, and provide assistance in a courteous and responsive manner that satisfies the inquirers needs. The Contractor shall respond to information requests generally through the use of one or a combination of methods and response options described in Section C.2.1.7 of this solicitation. J.3.3.1 NCC Work Flow The NCC currently handles general public inquiries, consumer publication requests and related inquiries, and inquiries relating to other agency programs. The NCCs current workflow processes for telephone, e-mail, postal mail, and facsimile inquiries for various activities are described below. The current workflow processes are provided as a frame of reference as to how work is currently being done. The Contractor shall develop the optimum workflow processes to meet project requirements, using industry best practices as applicable. The Contractor is expected to manage the workflow processes and make any adjustments from time to time to ensure performance objectives are met. The Contractor shall obtain approval from the Government prior to implementing any changes on the workflow processes. The Government reserves the right to change the work flow requirements at any time after task order issuance to accommodate changes in program requirements on an as-needed basis. J.3.3.1.1 NCC Telephone Inquiry Call Flow J.3.3.1.1.1 General Public Telephone Inquiry Call Flow A caller places a call to 1-800-FED-INFO to seek government information and assistance. The call is delivered to an interactive voice response (IVR) service furnished either by the Contractor or the Government. The automated service provides a menu of services that access answers to frequently asked questions and provide an option for the caller to enter his or her Zip Code information. For certain government services, the IVR provides an option for the caller to be automatically transferred to another government contact center for assistance. If the caller is unable to satisfy his or her inquiry via the IVR service, or prefers to talk to a live Information Specialist (IS), the caller can, during normal business hours, select the option to speak to a live IS for assistance. If the call is received after normal business hours, the caller is informed of the business hours and asked to call back during those hours on the next business day. Calls that are forwarded for live assistance are queued for IS handling. After the caller is routed to an IS, the IS requests the caller to provide his or her zip code information and responds to the callers initial request and any other additional requests the caller makes. The IS retrieves data from a knowledge base to respond to customer requests and/or records the required information needed to complete any fulfillment actions. When necessary, the IS probes the caller for specific information to facilitate the response process. The IS either completes the call or refers the caller to the appropriate Government agency(ies) for completion. For more complex questions (about 12% of callers handled by the IS), the IS escalates the call to a more experienced IS for further assistance. If further research is needed in order to respond to the callers question (about 4% of the escalated calls), the IS will conduct the research offline and call the caller back with the appropriate answer at a later time. At call termination, the IS performs after-call wrap-up procedures and logs necessary action items and call information. J.3.3.1.1.2 Consumer Publication Telephone Inquiry Call Flow A caller places a call to 1-888-8-PUEBLO for consumer publication ordering and assistance. The call is delivered to an interactive voice response (IVR) service furnished either by the Contractor or the Government. The automated service provides some programmatic information, a menu of publication ordering choices and automated fax-back service to receive free consumer publications. Calls are then queued for IS handling. If all the ISs are busy or if the call is received after normal business hours, the caller is offered the option of ordering free publications via a voicemail service. The name and address information recorded in the voicemail will then be transcribed and entered into the database. After the caller is routed to an IS, the IS responds to the callers initial request and any other additional requests the caller makes. The IS retrieves data from a knowledge base to respond to the callers requests and/or records the required publication ordering information in the database. At call termination, the IS performs after-call wrap-up procedures and logs necessary action items and call information. J.3.3.1.1.3 Department of State (DOS) Overseas Citizen Service (OCS) Inquiry Call Flow A caller places a call to 1-888-407-4747 to seek OCS-related information and assistance. The call is delivered to an interactive voice response (IVR) service furnished either by the Contractor or the Government. The automated service provides a menu of services that access answers to frequently asked questions. If the caller is unable to satisfy his or her inquiry via the IVR service, or prefers to talk to a live Information Specialist (IS), the caller can, during normal business hours, select the option to speak to a live IS for assistance. If the call is received after normal business hours, the caller is informed of the business hours and asked to call back during those hours on the next business day, or if the call is an emergency, the caller is provided with an emergency telephone number to call for assistance. Calls that are forwarded for live assistance are queued for IS handling. After the caller is routed to an IS, the IS responds to the callers initial request and any other additional requests the caller makes. The IS retrieves data from an OCS-specific knowledge base to respond to the callers requests. When necessary, the IS probes the caller for specific information to facilitate the response process. The IS either completes the call, or for more complex questions (about 24% of calls handled by the IS), escalates the call to a more experienced IS for further assistance. If direct DOS assistance is needed (about 85% of escalated calls), the IS either consults (about 5% escalated calls) with a DOS caseworker and provide the response, or transfers (about 80% of escalated calls) the caller, via attended transfer, to a designated DOS representative for assistance. A majority of the escalated calls involve Abductions or Abduction Prevention and complex adoption questions. About 10% of the escalated calls involve crisis situations. At call termination, the IS performs after-call wrap-up procedures and logs necessary action items and call information. J.3.3.1.1.4 Fish and Wildlife (FWS) Inquiry Call Flow. A caller places a call to 1-888-344-WILD to seek FWS-related information and assistance. The call is delivered to an interactive voice response (IVR) service furnished either by the Contractor or the Government. The automated service provides a menu of services that access answers to frequently asked questions. If the caller is unable to satisfy his or her inquiry via the IVR service, or prefers to talk to a live Information Specialist (IS), the caller can, during normal business hours, select the option to speak to a live IS for assistance. If the call is received after normal business hours, the caller is offered the option of leaving his or her call-back information via a voicemail service for a return call during the next business day. Calls that are forwarded for live assistance are queued for IS handling. After the caller is routed to an IS, the IS responds to the callers initial request and any other additional requests the caller makes. The IS retrieves data from an FWS-specific knowledge base or use the FWS website to respond to the callers requests and/or records the required information needed to complete any fulfillment requests. When necessary, the IS probes the caller for specific information to facilitate the response process. The IS either completes the call, or for more complex questions (about 9% of calls handled by the IS), consults with a FWS employee at a FWS location and provide a response to the caller, or for about 5% of the complex calls, transfers the call via attended transfer to a designated FWS representative at FWS for assistance. At call termination, the IS performs after-call wrap-up procedures and logs necessary action items and call information. J.3.3.1.2 E-Mail Inquiry Workflow The NCC currently responds to e-mail inquiries from users of the following websites: FirstGov.gov, pueblo.gsa.gov. The NCC also responds to e-mail inquiries on behalf of GSAs Office of Public Affairs, and receives and responds to e-mail inquiries from other agency(ies) who have determined that they are not the appropriate agent for responding to these inquiries. These inquiries may be routed to the NCC via a central forwarding mailbox established by each agency or from one or more individual mailboxes. The Contractor shall work with the agencies to develop the appropriate protocols and procedures for responding to and managing the disposition status of e-mail inquiries. J.3.3.1.2.1 General Public E-Mail Inquiry Work Flow The inquirer visits a Government website seeking information on government programs and services (e.g., FirstGov.gov). If the inquirer cannot find what he or she is looking for on the website, he or she can access an e-mail web form on the website to send an inquiry on the desired subject. The request submitted via the e-mail web form is directly forwarded to the NCC for response. Upon receipt of the e-mail inquiry at the NCC, the Contractor-provided E-mail Distribution and Management system time-stamps, sorts, categorizes, and prioritizes the inquiry based on established business rules, and assigns a tracking number that will be used throughout the process to track the status of the inquiry. As a first step in the response process, a government approved auto-acknowledgement is sent immediately to the e-mail address provided by the inquirer to acknowledge receipt, provide the tracking number for any future communication, and provide an estimated response time. After the initial acknowledgment, the inquiry is routed to an IS with the appropriate skills for responding to the inquiry. Depending on the nature of the inquiry, the IS either responds directly, refers the inquiry to a more experienced IS for further assistance, or forwards the inquiry to the appropriate agency for direct response. The IS accesses the NCC knowledge base to obtain the relevant information and guidance to respond to the inquiry. For frequently asked questions, the IS selects the appropriate preformatted response to respond to the inquiry. The IS may modify the preformatted response if doing so will enhance the quality and accuracy of the response. If the inquiry is referred to an agency (or agencies) for response, a notice is sent by the IS to inform the inquirer of this action and to provide relevant information on the responding office(s), the expected response time as determined by the agency (if applicable), and contact information. The status log for this inquiry is then updated. Upon completion of responding to an e-mail message forwarded by the NCC, the responding agency may send a completion notice to the NCC for status update. The completion notice may be in the form of a batch listing containing all referred e-mails handled by that agency organized by tracking number and including a date and time, or a cc or bcc copy of each e-mail response, which then can be used by the NCC to close out the case. If the responding agency elects, as part of its business rules, not to send a completion notice to the NCC, the inquiry will be considered closed upon forwarding as no further action will be required. A copy of all responses, except auto-acknowledgement, is sent to a designated Government mailbox for quality audit purposes. J.3.3.1.2.2 Misdirected Public E-Mail Inquiry Work Flow A Government agency (e.g., Department of Justice) receives an e-mail inquiry from the public. Upon review of the inquiry, the agency determines that the inquiry subject is not within the purview of the agencys mission. The agency forwards the inquiry, via an auto-forwarding mailbox or some other method, to the NCC for response. Upon receipt of the a misdirected e-mail inquiry, the NCCs e-mail distribution and management system time-stamps, sorts, categorizes, and prioritizes the inquiry based on business rules established with the forwarding agency, and assigns a tracking number that will be used throughout the process to track the status of the inquiry. As a first step in the response process, a government approved auto-acknowledgement is sent immediately to the inquirer as well as to the forwarding agency to acknowledge receipt, provide the tracking number for any future communication, and provide an estimated response time. After the initial acknowledgment, the inquiry is routed to an IS with the appropriate skills for responding to the inquiry. Depending on the nature of the inquiry, the IS either responds directly, refers the inquiry to a more experience IS for further assistance, or forwards the inquiry to the appropriate agency for direct response. The IS accesses the NCC knowledge base to obtain the relevant information and guidance to respond to the inquiry. For frequently asked questions, the IS selects the appropriate preformatted response to respond to the inquiry. The IS may modify the preformatted response if doing so will enhance the quality and accuracy of the response. A copy of the response may be sent to the forwarding agency, depending on its preference, to close out the inquiry. If the inquiry is referred to another agency (or agencies) for response, a notice is sent by the IS to inform the inquirer of this decision and to provide relevant information on the responding office(s), the expected response time as determined by the agency (if applicable), and contact information. Depending on its preference, a copy of the notice may be sent to the forwarding agency to close out the inquiry. The status log for this inquiry is then updated. Upon completion of responding to an e-mail message forwarded by the NCC, the responding agency may send a completion notice to the NCC for status update. The completion notice may be in the form of a batch listing containing all referred e-mails handled by that agency organized by tracking number and including a date and time, or a cc or bcc copy of each e-mail response, which then can be used by the NCC to close out the case. If the responding agency elects, as part of its business rules, not to send a completion notice to the NCC, the inquiry will be considered closed upon forwarding as no further action will be required. A copy of all responses, except auto-acknowledgement, is sent to a designated Government mailbox for quality audit purposes. J.3.3.1.2.3 Agency/Program-Specific E-Mail Work Flow The inquirer visits a Government website (e.g., pueblo.gsa.gov). If the inquirer cannot find what he or she is looking for, the inquirer can access an e-mail web form on the website to send an inquiry on the desired subject. The request submitted via the web form is directly forwarded to the NCC for response. Upon receipt of the e-mail inquiry at the NCC, the Contractor-provided e-mail distribution and management system at the NCC time-stamps, sorts, categorizes, and prioritizes the inquiry based on established business rules, and assigns a tracking number that will be used throughout the process to track the status of the inquiry. As a first step in the response process, a government approved auto-acknowledgement is sent immediately to the e-mail address provided by the inquirer to acknowledge receipt, provide the tracking number for any future communication, and provide an estimated response time. After the initial acknowledgment, the inquiry is routed to an IS with the appropriate skills for responding to the inquiry. Depending on the nature of the inquiry, the IS either responds directly, or refers the inquiry to a more experienced IS for further assistance, or forwards the inquiry to the appropriate contact/office for direct response. The IS accesses the NCC knowledge base to obtain the relevant information and guidance to respond to the inquiry. For frequently asked questions, the IS selects the appropriate preformatted response to respond to the inquiry. The IS may modify the preformatted response if doing so will enhance the quality and accuracy of the response. If the inquiry is referred to another contact for response, a notice is sent by the IS to inform the inquirer of this decision and to provide relevant information on the responding office(s), the expected response time as determined by that office (if applicable), and contact information. The status log for this inquiry is then updated. Upon completion of responding to an e-mail message forwarded by the NCC, the responding agency may send a completion notice to the NCC for status update. The completion notice may be in the form of a batch listing containing all referred e-mails handled by that agency organized by tracking number and including a date and time, or a cc or bcc copy of each e-mail response, which then can be used by the NCC to close out the case. If the responding agency elects, as part of its business rules, not to send a completion notice to the NCC, the inquiry will be considered closed as no further action will be required. A copy of all responses, except auto-acknowledgements, is sent to a designated Government mailbox for quality audit purposes. J.3.3.1.3 Postal Mail Inquiry Work Flow Inquiries received via postal mail are currently processed as described below. The Contractor shall enhance the process by leveraging the use of preformatted responses to the maximum extent possible in responding to postal inquiries. The inquirer sends an inquiry via postal mail to a specified postal address maintained by the Contractor. The Contractor receives the postal mail, assigns time and date of receipt to each inquiry, and routes the inquiry to a qualified IS for response. If the inquiry is send from within the United States, a post card response is sent to acknowledge receipt of the inquiry and request the inquirer to call 1-800-FED-INFO for assistance. If the inquiry is send from a foreign country, an appropriate written response is prepared and sent to the inquirer via first class mail. Responses to postal mail inquiries may be via telephone, facsimile, e-mail, postal mail, or other communications media, whichever is the most efficient and satisfies the inquirer. J.3.4 Hours of Operation The current hours of operation for the various activities supported by the NCC are identified in Table J.3.4 below. The Contractor may perform work that does not require real-time response during non-business hours (e.g., responding to e-mail inquiries), provided that the performance of such tasks does not adversely affect performance objectives. The Contractor shall provide options for expanded telephone coverage to include the periods indicated in Table J.3.4 below. Table J.3.4 NCC Hours of OperationProgramWeekday Telephone Coverage (Eastern Time)Saturday, Sunday, and Holiday Telephone Coverage (Eastern Time)Day CoverageNight CoverageDay CoverageNight CoverageGeneral Public Inquiries8:00 am to 8:00 pm * ** **Consumer Publication Inquiries8:00 am to 8:00 pm * ** **State Department Emergency Response Hot Line8:00 am to 8:00 pmAs Needed*** 8:00 pm to 8:00 amAs Needed*** 8:00 am to 8:00 pmAs Needed*** 8:00 pm to 8:00 amDepartment of Interior, Fish and Wildlife Service8:00 am to 8:00 pm None None None* The Government is considering expand the hours of telephone coverage for selected programs from 8:00 pm to: 10:00 pm, 12:00 am, or 8:00 am (24 hour coverage). The Contractor shall provide, as an optional service, expanded coverage on weekdays to extend the closing hours as indicated. ** The Government is considering expanding telephone coverage for selected programs to include Saturdays, Sundays, and Federal holidays. The Contractor shall provide, as an optional service, expanded coverage on Saturdays, Sundays, and Federal Holidays. Optional coverage period shall include the following: from 8:00 am to 8:00 pm; from 8:00 am to 10:00 pm; from 8:00 am to 12 am; and 24 hour coverage. *** During emergencies, the Government requires the Contractor to provide the required support within 3 hours of notification. An automated voice response service (e.g., Interactive Voice Response (IVR) or equivalent) shall be used to provide unattended service 24 hours a day, seven days a week. The Contractor shall provide options that allow the Government to select the automated voice response services from either the Contractor or the General Services Administration FTS2001 or other Government contracts, or both. J.3.5 Services Required The Contractor shall furnish the necessary facilities, personnel, equipment, supplies, and services to support the operation of the NCC, including the provision of services identified in Table J.3.5 below. The Contractor shall provide these services in the manner they are described in Section C.3 of this solicitation and this task order SOW. The Government reserves the right to expand services to specific activities and/or request the addition of new services at any time during the effective period of this task order. Any additions and/or changes will be requested through task order modifications. Table J.3.5 Services RequiredSERVICESNCC ACTIVITIES SUPPORTEDAUTOMATED SERVICESInteractive Voice Response*Public Inquiry (1-800-FED-INFO) (English & Spanish) Consumer Publications (1-888-8-PUEBLO) (English & Spanish) OCS Hot Line (1-888-407-4747) FWS Hot Line (1-800-344-WILD) * The Government may elect to furnish its own network-based IVR services obtained from the Federal Government Long Distance Carrier or other contracts as part of the toll-free telephone service if the use of such service is determined to be in the best interest of the Government. The Government reserves the right to furnish these services at the outset of the project or implement these services to augment or replace the contractor-provided services at anytime during the effective contract period. Fax-Back/Fax-on-DemandConsumer Publications Voice MailConsumer Publications FWS Hot Line Hosted FAQ ServiceFirstGov.gov Website (English & Spanish) ATTENDED SERVICES (Include support for English and Spanish)Responding to Telephone Inquiries including outbound callingPublic Inquiry (English & Spanish) Consumer Publications (English& Spanish) OCS Hot Line FWS Hot Line (English & Spanish)Responding to E-Mail InquiriesPublic Inquiries (Direct from FirstGov.gov and related websites, and Misdirected) (English & Spanish) Consumer Publications (From pueblo.gsa.gov Website) (English & Spanish) GSA-OPA Inquiries Responding to Postal Mail and Facsimile InquiriesPublic Inquiry (English & Spanish) Consumer Publications (English & Spanish) OTHER SUPPORT SERVICESFulfillment ServicePublic Inquiry Transcription ServiceConsumer Publications (English & Spanish) FWS Hot Line (English & Spanish) Directory Listing ServiceThe Contractor shall list the NCC contact number (1-800-FED-INFO) and FirstGov.gov website information in all telephone directories distributed to the public that serve 50,000 or more customers based on statistics published by the Yellow Pages Publishers Association. TECHNICAL AND MANAGEMENT SERVICES (all services as described in Section C.3.5 of this solicitation) All NCC Supported ActivitiesOPTIONAL SERVICESWeb Chat/Co-Browsing As requiredVoice RecognitionText-to-SpeechAutomated CallbackWeb CallbackWeb E-mail FormOn-Line Ordering FormLanguage Translation Telephone Appointment ServiceWeb-based Appointment ServiceExpanded Coverage to include Nighttime, Saturdays, Sundays, and Federal Holidays) J.3.5.1 Information and Relationship Management The Contractor shall perform all functions associated Information and Relationship Management as described in Section C.3.5.4 of this solicitation. The NCCs primary mission is to serve as the Federal Governments information clearinghouse for a broad range of programs and services. In order to perform this function, the contractor is required to maintain a comprehensive knowledge database, and interact with Federal, State, and local government agencies on an ongoing basis to keep abreast of current events and the information needs of the public, and to ensure that the information in the knowledge database remains current. A brief description of the current NCC database structure and associated data elements is available at  HYPERLINK "http://www.info.gov/rfp/" www.info.gov/rfp/. Prior to implementation, the Government will provide a copy of the current database to the Contractor for incorporation in its knowledge management system. The Contractor shall be responsible for the integration of the data into its knowledge management system and the ongoing maintenance to keep the data current. The Contractor shall provide access to its knowledge management system via the Internet to up to 10 designated Government employees at remote locations. Access to the knowledge management system shall be limited based on the individual user's program support needs and level of authority, and shall be restricted only to authorized personnel. J.3.6 Staff to be Provided The Contractor shall provide qualified personnel in sufficient quantities to perform the NCC functions based on the work volume provided in Section J.3.7 below, including Information Specialists, project management and support staff. The Contractor shall ensure that the staff possess the appropriate qualifications and skills required to perform the task and meet the minimum qualifications competencies set forth in Sections C.4.3.1 and C.4.3.2 of this solicitation. The Contractor shall cross-train the staff to ensure sufficient qualified support is provided at all times to each of the NCC supported activities. All contact center staff shall be situated in contractor-provided facilities with restricted access. All matters pertaining to the employment, supervision, compensation, promotion, and discharge of the Contractor's employees shall be the responsibility of the Contractor, which is in all respects the employer of such employees. Project Manager and Site Manager are designated as Key Personnel for the purposes of supporting this task. All proposed substitutes shall meet or exceed the qualifications of the person to be replaced. The Government shall be notified in writing of any proposed substitution at least thirty days in advance of the proposed substitution. J.3.6.1 Foreign Language Support The Government anticipates that up to fifteen percent (15%) of the inquiries will need to be responded to in Spanish. The Contractor shall provide sufficient Information Specialists who are proficient in Spanish (orally, in writing, or both) to handle this anticipated workload. J.3.7 Projected Work Volume Data Table J.3.7-1 General Public Inquiry Work VolumeWork VolumeIVR Calls*Inbound Calls (IS assisted)**TTY CallsOutbound CallsE-mailFacsimile Postal Mail Fulfillment requestsOct, 01162,496103,165533229118Nov, 01128,17391,60424174512768Dec, 01116,55077,99056331477Jan, 02179,985106,12046796866Feb, 02177,67298,062863842860Mar, 02176,683115,8261149441430Apr, 02174,982127,776202,926616217May, 02160,728119,101131,6721123211Jun, 02120,88786,12287971416217Jul, 02140,44484,73314837618128Aug, 02131,67377,764166631218120Sept, 02114,90965,5876372101180Total Units1,785,1821,237,9721349,647831872,092Average Min/Unit1.93.1204124Total Minutes3,391,8463,837,7132,68038,588996748Oct, 02118,03865,040336112699Nov, 0294,94153,427550061163Dec, 0290,29650,3041031161656Jan, 03129,06468,12383961871Feb, 03142,25561,592113961991Mar, 03162,94964,111919302150Apr, 03156,42358,35210228**1469May, 03134,32955,88411241**531Jun, 03118,17057,636222203,9232346Jul, 03123,68461,609153174,4762246Aug, 03116,05056,48183154,311641Sept, 0392,26150,49292024,5011048Total Units1,478,460703,0511213,68017,145151711Average Min/Unit1.92.420474Total Minutes2,809,0741,687,3232,42014,720120,015604* General Public Inquiries are currently routed to two distinct toll-free telephone numbers (1-800-688-9889, 1-800-FED-INFO). The 1-800-688-9889 number terminates at a premised-based IVR service provided by the current NCC contractor. The 1-800-FED-INFO number terminates at a network-based IVR service provided by the Government through the FTS2001 contract. Both IVR services have similar information and menu selections. The Government intends to route calls from these two numbers to a single IVR service. The calls are routed to the IVR service initially to enable callers to obtain answers to frequently asked questions via the IVR menu. Calls requiring live assistance during normal business hours are then routed to Information Specialists for response. ** The number of e-mail received is not available during this period.  Table J.3.7-2 Consumer Publication Request & Related Inquiry Work Volume Work VolumeIVR Calls*Inbound Calls (IS assisted)Voicemail Calls **Outbound CallsE-mailFacsimile*** Postal Mail Oct, 0114,4208,9461,993Nov, 0111,6336,9931,445Dec, 0115,0269,2531,943Jan, 0257,77635,7535,264Feb, 0238,40625,3802,886Mar, 0268,77437,6296,290Apr, 0235,66827,0103,196May, 0214,37110,3631,225Jun, 029,5826,332789Jul, 0231,97923,7312,934Aug, 0212,4178,6941,030Sept, 0211,3957,2471,326Total Units321,447207,51130,321Average Min/Unit232.5Total Minutes642,894622,53375,802Oct, 0210,9007,2631,070Nov, 028,2884,9521,014Dec, 028,0634,5451,120Jan, 0319,24214,2612,488Feb, 0311,3077,1561,396Mar, 0326,98115,7025,612Apr, 03****74,14842,93617,271May, 03****78,91254,39814,098Jun, 0329,92920,1205,049461Jul, 0312,6618,782997440Aug, 0310,5457,134827342Sept, 0311,1907,973735424Total Units320,166195,22251,6771,667Average Min/Unit22.52.56Total Minutes604,332488,055129,19310,002* All calls are currently routed to a premise-based IVR service (provided by the NCC contractor) initially to enable callers to obtain answers to frequently asked questions via the IVR menu. Calls requiring live assistance during normal business hours are routed to Information Specialists for response. ** If Information Specialists are not available or if the calls are received after normal business hours, calls are routed to a voice mail system and the recorded publication order information will then be transcribed into a database for transmission to Pueblo, CO. for processing. *** The Government is currently piloting the use of Fax-Back/Fax-on-Demand service to distribute free consumer publications. Work volume information is not yet available. **** The spike in call volume is due to an article published in the Dear Abby column promoting the Citizens Survival Kit  Table J.3.7-3 Department of State OCS Program Work VolumeOCS Work VolumeSelf-service IVR Calls*Inbound Calls (IS assisted)Outbound CallsE-mailFacsimile Postal Mail Fulfillment requestsOct, 011,3103,973Nov, 011,061592Dec, 012,0441,310Jan, 024,1352,770Feb, 023,9042,558Mar, 024,9923,200Apr, 026,0413,964May, 024,6362,525Jun, 024,8972,331Jul, 024,8742,290Aug, 025,1152,410Sept, 026,0711,962Total Units49,08029,885Average Min/Unit14.2Total Minutes49,080125,517Oct, 027,2263,748Nov, 025,5212,439Dec, 025,2552,425Jan, 037,1563,335Feb, 037,3623,576Mar, 0315,0948,948Apr, 0310,0895,046May, 0312,3074,378Jun, 0310,0473,117Jul, 039,9112,867Aug, 039,1232,617Sept, 037,4312,292Total Units106,52244,788Average Min/Unit1.74Total Minutes181,088179,152* OCS calls are currently routed to a network-based IVR service provided by the Government. Only calls requiring live assistance are routed to the NCC. An additional 2-3% of calls are completed to the NCC via commercial toll telephone service. These calls terminate at a premised-based IVR service. Table J.3.7-4 Department of Interior, Fish and Wildlife Service Work VolumeFWS Work VolumeSelf-service IVR Calls*Inbound Calls (IS assisted)Outbound CallsE-mailFacsimile Postal Mail Fulfillment requestsOct, 01Nov, 01Dec, 01Jan, 02Feb, 02Mar, 02Apr, 02May, 02Jun, 02Jul, 02Aug, 02Sept, 02Total UnitsAverage Min/UnitTotal MinutesOct, 02Nov, 02Dec, 02Jan, 03Feb, 03Mar, 03Apr, 03May, 03Jun, 03Jul, 039,2633,680Aug, 038,4933,085Sept, 037,5913,232Total Units25,3479,997Average Min/Unit1.43.1Total Minutes35,48630,991* All calls are currently routed to a premise-based IVR service (provided by the NCC contractor) initially to enable callers to obtain answers to frequently asked questions via the IVR menu. Calls requiring live assistance during normal business hours are routed to Information Specialists for response.  Table J.3.7-5 General Services Administration, OPA Work VolumeOCS Work VolumeSelf-service IVR CallsInbound Calls (IS assisted)Outbound CallsE-mailFacsimile Postal Mail Fulfillment requestsOct, 01Nov, 01Dec, 01Jan, 02Feb, 02Mar, 02Apr, 02May, 02Jun, 02Jul, 02Aug, 02Sept, 02Total UnitsAverage Min/UnitTotal MinutesOct, 02Nov, 02Dec, 02Jan, 03Feb, 03Mar, 03Apr, 03May, 03Jun, 0367Jul, 03410Aug, 03370Sept, 03446Total Units1,293Average Min/Unit8Total Minutes10,344 J.3.7.1 Time of Day Work Volume Fluctuations (General Public Inquiries)  EMBED Excel.Chart.8 \s  J.3.7.2 Day of Week Work Volume Fluctuations (General Public Inquiries)  EMBED Excel.Chart.8 \s J.3.7.3 Work Volume Impact Actual NCC work volumes may be greater than or less than the volumes incurred to date. The Government will notify the Contractor of any known, or anticipated, impact to work volumes. The Government anticipates that the following events may have an impact on work volumes: The NCC currently receives a high volume of passport related inquiries. Prior to August 2003, the Passport program was supported via a user-pay service using 900 telephone service and credit card payment methods. The Passport program has converted the user-pay service to a service that uses toll-free telephone service. The conversion from user-pays to no fee services for the Passport program may reduce the NCC call volumes. The extent of the impact, however, is unknown at this time. The NCC began responding to e-mail inquiries in April 2003. The volume of e-mail inquiries has been increasing steadily in subsequent months and is expected to continue to increase as the Government further promotes the use of e-mail as an acceptable way to communicate with citizens. The extent of the impact, however, is unknown at this time. The Government intends to leverage the capabilities of the NCC to network with other Federal Government contact centers to form a seamless citizen information network to better serve the citizens. The Government intends to encourage other government contact centers to route misdirected inquiries to their centers to the NCC for assistance. The extent of the impact on the NCC work volumes, however, is unknown at this time. The NCC handles order requests for consumer publications and related inquiries. The FCIC sponsors occasional promotion campaigns on consumer publications through the mass media. These promotional campaigns may cause a surge in call volumes. The extent of the impact on the NCC work volumes will vary with the nature and scope of the promotional campaigns. The NCC serves agency-specific programs on an as-needed basis (e.g., Emergency Response Hot Line for Department of State). These programs may have a need to meet requirements that are events-driven. The extent of the impact on the NCC work volumes will vary with the nature and scope of the events. The Government may elect to furnish its own automated voice response services (e.g., IVR or equivalent, enhanced call routing). The use of such services may reduce the call volume to the contractor-provided contact center. The Government intends to implement hosted FAQ service to enable Firstgov.gov web site users to find answers to frequently asked questions via self-service. The implementation of such a service may reduce the NCC work volumes. The extent of the impact on the NCC work volumes, however, is unknown. The Government intends to leverage the NCC capabilities to provide telephone, e-mail, and other inquiry response support to other eGov initiatives (e.g., GovBenefits) that have similar requirements as the work performed by the NCC. It is not known at this time how many of these eGov initiatives will require the support of the NCC. J.3.8 Facilities to be Provided The Contractor shall provide all facilities required to support the requirements identified in this Task Order SOW. All facilities provided shall conform to the requirements set forth in Section C.5 of this solicitation. The Contractor shall designate at no additional cost to the Government a non-exclusive space for an authorized Government representative, to work when onsite. The space shall include enclosed office space and workstation, computer and Internet access, telephone and modem lines, administrative support and services, and security. Transitory Government personnel shall be provided workspace if available. J.3.9 Technology Infrastructure to be Provided The Contractor shall provide and maintain all technology infrastructure needed to support the requirements identified in this Task Order SOW. All technology infrastructure provided shall meet the minimum requirements set forth in Section C.6 of this solicitation. J.3.9.1 Contact Management System design The Contractor shall design the contact inquiry management system to track the following information at a minimum: Correspondents name Correspondents mailing address Correspondents telephone number Correspondents fax number Correspondents e-mail address Type of inquiry (e.g. phone, facsimile, e-mail) Inquiry tracking number Inquiry sub-tracking number(s) (if sent to more than one agency)* Date inquiry received Time inquiry received Date of auto response Time of auto response Delivery status of auto response Date inquiry forwarded to another agency(ies) Time inquiry forwarded to another agency(ies) Delivery status of inquiry forwarded to another agency(ies) Date inquiry responses processed by the Contractor Time inquiry responses processed by the Contractor Delivery status of inquiry responses processed by the Contractor Date(s) inquiry cleared (closed out) by agency(ies)* Time(s) inquiry cleared (closed out) by agency(ies)* Subject of inquiry (entered by IS or customer) Subject of inquiry (selected by IS or customer) Nature/subject of inquiry Information embedded in mail messages generated via a web e-mail form Action(s) taken by Contractor Nature of response action needed Name(s) of agency(ies) the e-mail/fax is forwarded to* Response identifier(s)/code(s), if preformatted response(s) are used* The system shall be capable of accepting outside input in order to update certain fields (such as the Date e-mail cleared by the agency field). The Contractor shall enter N/A into any field without data (e.g., Date closed by agency when the response is processed by the Contractor itself). Data input to these fields may be done manually or by batch files. For information elements denoted by *, the initial system shall be capable of accommodating up to ten (10) separate entries initially. The system shall be expandable to add additional fields and/or entries as required by the Government. J.3.10 Telecommunications Services to be provided The Contractor shall provide the required local exchange carrier (LEC) and Internet access services to meet task requirements. The Contractor shall also be responsible for the following, as described in Section C.7 of this solicitation: Network Design Network Termination Equipment Service Coordination J.3.10.1 Intercity Telecommunications Services The Government may provide its own intercity telecommunications services as Government Furnished Equipment or request the Contractor to provide the services as part of the overall solution. Government furnished intercity telecommunications services may include domestic and international toll-free services and outbound intercity telecommunications and dedicated transmission services (between the contractor facility and government location(s)) furnished through the Federal Governments long distance carrier and other contracts. Dedicated transmission services between contractor facilities shall be provided by the Contractor. Intercity telecommunications services provided by the Government may include the following features: Domestic and international toll-free services with nation-wide single number coverage and call routing features (e.g. area code routing, time of day and day of week routing, percent allocation routing, area code routing, allocation routing, alternative routing) Call termination features (e.g. network call transfer, dialed number identification service (DNIS) Automatic number identification (ANI) Automated voice response service (e.g. IVR, voice recognition) Outbound long distance service Management reports When requested, the Contractor shall provide the necessary intercity telecommunications services to meet the needs of the Government. At a minimum, the Contractor shall provide services and features equivalent to those described in this section. The Contractor shall price telecommunications services separately in Section B to enable the Government to select the optimum solution. The Government may change service provider at any time during the effective period of this task order if such a change is in the best interest of the Government. The Contractor will be notified in writing no less than 30 days prior to such a change. J.3.10.1 Telephone Number/Internet Domain Where appropriate, the Government will furnish its own telephone numbers and Internet domain(s) for use by the Contractor and will designate the Contractor as the technical coordinator for service initiation, trouble resolution, and service restoration. J.3.11 Government Furnished Information and Supplies The Government will furnish pertinent information to the Contractor for use in the performance of the NCC task. Examples of information available include, but are not limited to, the following: Initial content for knowledge database (current NCC database) Business rules, response formats, guidelines, and preformatted responses Examples of e-mail responses Existing IVR script used to support the NCC operations Government IT systems security guidelines For any materials to be distributed to the inquiring public, the Contractor shall be responsible for stocking adequate supply and submitting resupply requests on a timely basis to ensure continuous availability. J.3.12 Deliverables The Contractor shall provide the following plans in accordance with the schedule set forth in Table J.3.12 below. The plans shall be delivered in MS Word, PowerPoint, Excel, or MS Project format, as appropriate, and in hard copy. The Contractor shall review all plans on a continual basis throughout the life of the contract in order to maintain their accuracy and appropriateness to the current operating environment. Subsequent to their initial acceptance by the Government, any changes to these plans shall require Government review and approval prior to their implementation. Table J.3.12 Deliverable ScheduleDeliverableContentDue Date / Update FrequencyProject PlanAs described in Section C.10.kTBDProgram Management PlanAs described in Section C.10.jTBDDesign, Engineering, Implementation and Management PlanAs described in Section C.10.cTBDPhase-In PlanAs described in Section C.10.iTBDHuman Resources Management PlanAs described in Section C.10.eTBDKnowledge Management PlanAs described in Section C.10.fTBDSecurity PlanAs described in Section C.10.mTBDDisaster Recovery/ Contingency PlanAs described in Section C.10.dTBDTest and Acceptance PlanAs described in Section C.10.pTBDOperations Management PlanAs described in Section C.10.gTBDQuality Assurance/ Quality Improvement PlanAs described in Section C.10.lTBDPerformance Management PlanAs described in Section C.10.hTBDService Level Management PlanAs described in Section C.10.nTBDCustomer Satisfaction PlanAs described in Section C.10.bTBDConflict of Interest PlanAs described in Section C.10.aTBDValue Engineering/Process Improvement PlanAs described in Section C.10.qTBDStatus/Management ReportsAs described in Section C.10.oTBD J.3.12.1 Status/Management Reports The Contractor shall provide all management reports as specified in Section C.3.5.8 of this solicitation. Reports are to be provided on a weekly basis with monthly summaries for the overall project as well as for each of the supported activities. Specific report formats and content shall be coordinated with and approved by the Government prior to the delivery of the reports. Weekly reports are due within two (2) business days after the conclusion of each week. Monthly reports are due within five (5) business days after the conclusion of each month. Contractor shall provide management reports via a secure web site for remote access and download via the Internet by authorized personnel. Access to the overall and activities-based reports shall be controlled via User Identification Code and Unique Password. The Government will determine which individual(s) will have access to some or all of these reports. When requested by the Government, the Contractor shall provide these reports in electronic and/or hard copy format. The Government reserves the right, during and for a 3 month period immediately after the Contractor assumes the NCC operation, or in cases of non-performance, to request more detailed and more frequent reporting at no additional cost to the Government until such time as Contractor performance levels have stabilized and are in full compliance of contract requirements. J.3.13 Performance Metrics The Contractor shall perform all task requirements in accordance with the performance levels and sample calculations specified in Tables J.3.13-1 .3.13-2 below. The Government reserves the right to adjust the performance standards and/or add other performance metrics as deemed necessary at any time during the effective period of this task order. Table J.3.13-1 Performance MetricsAcceptable Quality LevelsFrequency of ReportingGeneral InquiriesConsumer Publication RequestsFWS/GSADOS Overseas Citizen ServicesService Delivery Quality Monitoring90% or Greater90% or Greater90% or Greater 90% or Greater MonthlyAccuracy of Information/ Referral Provided93% or Greater93% or Greater93% or Greater93% or GreaterMonthlyAccuracy of Information Recorded by IS97% or Greater97% or Greater 97% or Greater97% or Greater MonthlyAccuracy of Knowledge/ Data Base97% or Greater97% or Greater 97% or Greater97% or Greater MonthlyResponse Time (Postal)98% within 2 Business Days, 100% within 4 Business Days  NA NA NA WeeklyResponse Time (E-mail)98% within 2 Business Days, 100% within 4 Business Days98% within 2 Business Days, 100% within 4 Business Days NA NAWeeklyResponse Time (Fax)98% within 2 Business Days, 100% within 4 Business Days NA NA NAWeeklyResponse Time (Fulfillment/Order Processing)100% within 5 Business Days100% within 5 Business Days 100% within 5 Business Days * NAWeeklyCustomer Satisfaction90%90%90%90%QuarterlyService Level 80% of all calls within 20 seconds80% of all calls within 10 seconds80% of all calls within 20 seconds *80% of all calls within 20 secondsWeeklyAverage Speed of Answer of all calls handled by IS's40 Seconds or Less15 Seconds or Less40 Seconds or Less *40 Seconds or LessWeeklyAbandoned Calls5% or Less5% or Less3% *3% or LessWeeklyFirst Call Resolution95% or Greater98% or Greater95% or Greater *95% or GreaterWeeklyTransferred & Escalated CallsNo Greater than 10% No Greater than 5% No Greater than 25% No Greater than 10%Weekly% of Calls Successfully Handled via IVR25% or Greater25% or Greater25% or Greater *25% or GreaterWeeklyCSR Occupancy 75% or Greater75% or Greater75% or Greater 75% or GreaterWeeklyCall Blockage1% or Less1% or Less1% or Less *1% or LessWeeklyService Availability99.5% or Greater99.5% or Greater99.5% or Greater99.5% or GreaterMonthly* Apply to FWS only Table J.3.13-2 Sample Calculations  Performance MetricSample Calculation (Actual calculations to be determined during Contract negotiations)Service Delivery Quality Monitoring(Total number of points achieved) / (Total number of points available for all quality monitoring scores)Accuracy of Information/Referral Provided(Total number of points achieved) /(Total number of points available for all quality accuracy scores)Accuracy of Information Recorded by IS(Total number of points achieved) / (Total number of points available for all quality accuracy scores)Accuracy of Knowledge/ Data Base(Total number of points achieved) / (Total number of points available for all quality accuracy scores)Response Time (Postal) (The number of units handled in which the service level range was achieved) / (The total number of units handled)Response Time (E-Mail)(The number of units handled in which the service level range was achieved) / (The total number of units handled)Response Time (Fax)(The number of units handled in which the service level range was achieved) / (The total number of units handled)Response Time (Fulfillment/Order Processing)(The number of units handled in which the service level range was achieved) / (The total number of units handled)Customer Satisfaction(Total number of satisfied or extremely satisfied responses) / (Total responses available)Service Level Speed of Answer of all calls handled by ISs (Total number of calls answered by CSRs in __ seconds or less) / (Total number of calls handled by CSRs)Average Speed of Answer of all calls handled by IS's(Total delay of all calls)/ (Total number of calls)Abandoned Calls (The number of calls abandoned) / (Total number of calls offered)First Call Resolution(Total number of calls handled Number of calls required further contact(s) in order to complete response)/(Total number of calls handled)Transferred and Escalated Calls(Total number of calls handled Number of calls required escalation and/or transfer in order to complete response)/(Total number of calls handled)% of Calls Successfully Handled via IVR(The number of calls successfully handled via IVR)/ (Total number of calls)IS Occupancy(Total talk time + total after call work time) / (Total talk time + total after call work time + total available time)Call Blockage(Total number of calls processed by switch)/ (Total number of calls offered by network)o. 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