Inactive

The Government has a requirement for Arlington National Cemetery (ANC) Customer Care Support Center (CCSC) and is issuing this sources sought in accordance with the Federal Acquisition Regulation (FAR... The Government has a requirement for Arlington National Cemetery (ANC) Customer Care Support Center (CCSC) and is issuing this sources sought in accordance with the Federal Acquisition Regulation (FAR) and its supplements. ANC, our nation's most well-known military cemetery, is a national cemetery under the jurisdiction of the Department of the Army. The primary mission of ANC is to function as the nation's premier military cemetery honoring those men and women who served in the Armed Forces. In this regard, the cemetery routinely performs 27-30 funeral services each week day and approximately 10 services on Saturdays. The grounds of ANC honor those who have served our nation by providing a sense of beauty and peace for guests. The average number of interactions for this task is approximately 11,300 per month. The average handling time per interaction is approximately 6 minutes and 30 seconds (6:30). This requires specialized training and skills, process workflows, reporting metrics, cost modeling, training, and quality assurance. Please be advised, this is not a "helpdesk" requirement, but a CCSC requirement that includes extensive IT and Cloud knowledge as well as modernization and migration capabilities. As noted in the PWS other tasks include: Program Administration and Financial Status Reports Monthly In Progress Reviews Ticket Management System Automated call Distributor Enterprise Interment Services System (EISS) Integrated Migration Plan Call Center Operations Business Process Support Work Instructions Maintenance/Reporting Optional Surge Support The period of performance is 08 March 2024 through 07 July 2024 and an additional four months if all options are exercised. Interested parties are cautioned that this sources sought does not constitute a RFP / Request for Quote (RFQ). The Government will not be responsible for any costs incurred by interested parties in responding to the sources sought. The Government is not obligated to and will not pay for any information received from potential sources as a result of this sources. Given the complexities and sensitivity of the ANC CCSC mission, the normal minimum transition-in period for a new contractor would be 60 days. The Government's timeline to award a new effort would only afford interested offerors about a seven day transition-in period. Interested offerors would have to provide overwhelming convincing evidence that it could transition-in the entire ANC CCSC with little to no cost and very little operational risk. Please submit responses to Contract Specialist, chelsea.j.garrow.civ@army.mil and Contracting Officer, joselyn.t.fetzer.civ@army.mil. All responses must be received by 11:00 am (CST) Thursday, 09 February 2024.