Inactive Total Small Business Set-Aside (FAR 19.5)

Defense Health Agency (DHA) Component Acquisition Executive (J-4) National Capital Region – Contracting Division (NCR-CD) Subj: Request for Information: This is a sources sought/synopsis announcement ... Defense Health Agency (DHA) Component Acquisition Executive (J-4) National Capital Region – Contracting Division (NCR-CD) Subj: Request for Information: This is a sources sought/synopsis announcement issued by the Defense Health Agency (DHA) National Capital Division – Contracting Division (NCR-CD) as part of its market research, on behalf of Walter Reed National Military Medical Center (WRNMMC), Information Technology Department (ITD) to procure Hospital Telephone Switchboard and Operation Services utilizing 100% Small Business set-aside procedures for Primary NAICS code 561421 with a size standard of $16.5mil. If at least two responsible qualified small business concerns are determined by the Government to be capable of performing this requirement based on an evaluation of the capability packages, the requirement will be solicited as a 100% set-aside for a small business concerns. Description of Services: The contractor telephone operator service shall provide the following, but is not limited to: The contractor will provide telephone information services 24 hours a day, 365 days/year to include providing directory assistance using a current telephone listing of department/ward/clinic/service telephone numbers, provide paging services utilizing current on-call rosters for both individual providers and department/ward/clinic/service on-call rosters. During normal duty hours (0730-1600), callers who desire to speak to a particular clinic or provider will be transferred to the clinic telephone number. In the event that a clinic telephone number is unavailable for 45 seconds, the operator will transfer the caller to a clinic “hot line” number via a blind transfer so that the caller does not see the internal hot line number. For before and after duty hours (1601 to 0729) callers requesting to contact a clinic or a provider will be assisted by the operator service paging the provider requested or the respective clinic’s on-call provider. In addition, the telephone operator service shall provide answers to all general telephone calls inqueries during a normal business hours ( 0730-1600 Monday through Friday), i.e. location of clinical, non-clinical areas, general directions to hospital wards/ clinics/offices, general hospital policies, visiting hours, lost items and etc. Qualified Small Businesses: are to submit capability packages NO EXCEPTIONS. The capability package for this announcement is NOT expected to be a proposal, but rather statements regarding the company’s existing experience in relation to the areas specified in the RFI. Capability packages must NOT exceed 10 Pages single sided and must be submitted electronically. Qualified Small Businesses: must have the ability to and or be able to provide the following experiences in their capability packages; The Contractor shall establish, operate and maintain a central call center facility located Offsite at the Contractor’s Facility. The Contractor is responsible for setup of the T1 circuit service including maintenance contract service. A non-IP based T1 service is required. 99.99% availability of the T1 circuit service is required. Service repair timeline is limited to 4 hours. If the service is unavailable excluding maintenance previously scheduled and approved by WRNMMC leadership, the Government shall receive a credit of 1% of Monthly Reoccurring Cost (MRC) for every 4 hours of downtime after the first 4 hours, up to a maximum of 50% of MRC for the affected services. The Contractor shall obtain and maintain a commercial T1 line for use in the event that the Contractor-provided network connection is down and the government provided computers with softphones are unable to receive calls. The Contractor shall have sole responsibility for the availability of their facility, services, equipment, and T1 line. The Government shall not be charged for services that are not delivered. The Contractor’s proposed solution shall have the ability to receive calls from the Avaya CM at WRNMMC, both via IP network primarily, and via the contractor-provided T1 line as backup. The Contractor facility shall include local area network and internet connectivity, for which the Contractor shall be 100% responsible, i.e., the Government will have no responsibility for the Contractor’s network infrastructure or accessibility. The Contractor shall be responsible to implement, configure, and support their own local phone system to be used as a backup in the event that the government provided computers and softphones are unavailable so that the Contractor shall retain the ability to provide all the requirements as described in this Statement of Objectives (SOO). The Contractor is responsible for providing all necessary service components needed at their facility including, but not limited to, electrical power, cooling capacity, cabling, rack space, switching/routing/network/PBX infrastructure, etc. It is the Contractor’s responsibility to install wiring, if necessary, to the DEMARC at WRNMMC. The Government shall complete any connections from the DEMARC to the internal WRNMMC systems. The Contractor shall have the ability to obtain T1/Public Trust clearances The Contractor may use their choice of carrier networks and/or equipment to provide Government with equivalent service. Once the service has been delivered to Government as a working service, the Contractor shall NOT change the service at any time during the contract duration without prior written authorization approval from Government. Any changes including but not limited to circuit moves, adds and changes during the contract term service period shall not result in system downtime. The Contractor shall establish and maintain Continuity of Operations (COOP) for all services within their control. The Contractor shall establish a back-up contingency plan (i.e., redundant system), so that in the event of emergencies, calls are still answered and required service levels are still maintained. Contractor shall create and utilize a correspondence template when communicating with government Point of Contact (POC), Contracting Office Representative (COR), and Contracting Officer (KO). In addition to the above requirements, Qualified Small Businesses are required to provide the following services; The Contractor will provide 24 hour coverage 365 days per year (including federal holidays), industry best practice telephone operator service for WRNMMC with a service level standard of 90%; that is 90% of callers should not wait longer than 20 seconds before speaking with an agent. Average wait time before an agent makes initial contact with the caller should be 5 seconds or less. Average hold time shall be less than 3 minutes per call. These targets will be measured after the customer makes a selection, and will not include the duration of recorded greetings. The services shall be compliant with section 508 of the Rehabilitation Act of 1973. The contractor shall provide support to the hearing impaired for standard Telecommunications for the Deaf (TDD) telephone calls. The contractor in conjunction with WRNMMC command duty office staff shall utilize a current directory of on-call rosters, notification and recall rosters, and department/ward/clinic service telephone listings. This information will be provided by the government after contract award. The contractor will ensure that upon the request of a caller, a Contractor Supervisor will be able to attend to a caller. The contractor should transfer specific calls to the Command Duty Officers Desk at (301) XXX-XXXX (phone number will be provided at time of contract award), for the following but not limited to: WRNMMC status due to inclement weather or force protection purpose. All emergency codes: ex. Code blue, red, pink, yellow. All Morale calls for military personnel overseas. All morale calls for military personnel overseas. All watch stander duties, i.e. Officer of the Day, Command Duty Officer, Cadet on Duty. All watch stander duties ex. Officer of the day, Command Duty Officer, Cadet on Duty. All Red Cross related calls. All Red Cross related calls. For any call that concerns the caller’s well-being, including but not limited to those who may be intoxicated or suicidal, the operator shall stay on the line with the caller until the CDO personnel is on the phone with the caller. Any calls pertaining to organ transport coordination. Any call that pertains to motor vehicle accidents or motorcycle accidents of sailor, soldier, or airman. Any call relating to delivering radioactive materials. To assist us in maintaining a list of interested qualified Small Businesses for this procurement, please provide Company’s Name Point of contact (POC), Address Phone number Business size under the above NAICS Code Period of Performance: The anticipated Performance for any resulting requirement is up to five (5), twelve (12) month periods, including option periods, if exercised. Interested Parties: Please submit non-proprietary information “Only”. The Government will not be responsible for proprietary or competition sensitive information contained in responses received. Responses to the RFI will not be returned. Responders are solely responsible for all expenses associated with responding to this RFI. Government will not be financially responsible for information received in response to this RFI. Do not submit pricing information in response to this RFI. Submit RFI responses to: Marvin K. Walker Contract Specialist DHA Email: marvin.k.walker.civ@mail.mil Phone: 703-275-6334