Inactive

Action Code: S Classification Code: R702, Data Collection Services Solicitation: 693JJ920RQ000024 Agency/Office: National Highway Traffic Safety Administration (NHTSA) Location: National Highway Traff... Action Code: S Classification Code: R702, Data Collection Services Solicitation: 693JJ920RQ000024 Agency/Office: National Highway Traffic Safety Administration (NHTSA) Location: National Highway Traffic Safety Administration HQ NAICS Code: 561422, Telemarketing Bureaus, & Other Contact Centers, $16.5M. Point of Contract: Vincent Lynch, Contracting Officer, ph(202) 366-9568 Title: NHTSA Vehicle Safety Hotline Description(s): The National Highway Traffic Safety Administration (NHTSA) is issuing this Sources Sought Notice to identify potential qualified 8(a) Small Disadvantaged Business (SDB) concerns that may be interested in and capable of performing the work described herein to provide professional services support and assistance for the NHTSA Vehicle Safety Hotline. NHTSA welcomes all qualified certified 8(a) SDB concerns with the appropriate NAICS Code and past experience to submit their Corporate Capability Statements that demonstrate their ability to successfully accomplish the goals of the proposed project as listed below. NHTSA does not intend to award a contract on the basis of responses to this notice or otherwise pay for the preparation of any information submitted. Acknowledgement of receipt of responses will not be made; and no formal evaluation of the information received will be conducted by NHTSA. NHTSA may; however later on issue a Request for Proposals (RFP). However, should such a requirement fail to materialize, no basis for claims against NHTSA shall arise as a result of a response to this notice. BACKGROUND: NHTSA’s mission is to save lives, prevent injuries, and reduce traffic-related health care and other economic costs. NHTSA has a requirement to obtain a call-center service that will serve as the primary point of contact for consumers to contact the agency to report potential defects in automobiles or seek traffic safety information. OBJECTIVE: The objective is to provide to provide the required facilities, equipment, and personnel with the necessary expertise to operate an industry-standard VSH call center that serves as the central point of contact for the general public including native Spanish speakers to obtain and/or report information pertaining to motor vehicle and highway safety. The contract includes a fully-hosted call center with the tools, technologies, equipment, security, personnel and supervision to needed to respond to consumer vehicle safety request. The call center will maintain toll free numbers and will also respond to inquiries received by phone, email, and live web chats. All calls must be recorded and callers must be given the option of completing a customer service survey that will provide feedback on their experience with the VSH.. Capabilities: The corporate capability statement must address the capabilities necessary to accomplish the scope outlined above as well as the additional tasks and characteristics given below: The primary purpose of this resultant contract is to: • Obtain mission-critical information from callers about vehicle or vehicle equipment problems that may warrant a formal safety defect investigation. • Record complaint data on possible safety-related vehicle problems. • Providing answers to consumer questions related to vehicle, child safety seat and equipment issues. • Perform call-backs from recorded messages or from consumers who chose to receive an automatic callback when call volume is high. • Fulfill information requests; emailing information to NHTSA action program offices on issues related to highway safety. • Refer calls to other non-safety related offices outside NHTSA (e.g. Environmental Protection Agency); and providing general information to increase consumer understanding and awareness of issues concerning highway safety. Consumer complaints are stored on a Government-managed system and are documented on an Electronic Vehicle Owners Questionnaire (EVOQ). The Hotline conveys consumer complaints concerning alleged safety defects to NHTSA’s Office of Defects and Investigations (ODI) via EVOQ. ODI is the office within NHTSA that is responsible for investigating alleged safety defects in motor vehicles and motor vehicle equipment. An EVOQ is generated by the Vehicle Safety Hotline (VHS) staff based on consumer interviews. The ODI therefore relies heavily on accurate and high quality EVOQ’s. Format of Corporate Capabilities Statement: Any interested qualified certified 8(a) SDB firms should submit their Corporate Capability Statement, which demonstrates the firm’s ability and past experience in no more than 10 pages to perform the key requirements described above to the identified NHTSA point of contact listed herein. Any proprietary information should be marked as such. All respondents are asked to certify the type and size of their business organization is in-line with the requirements of this Sources Sought Notice, and must be received no later than 9 calendar days from the date of publication of this notice.