D--INTERACTIVE VOICE RESPONSE (IVR) SW-16
ID: 140A1624Q0087Type: Solicitation
Overview

Buyer

INTERIOR, DEPARTMENT OF THEBUREAU OF INDIAN AFFAIRSCENTRAL OFFICERESTON, VA, 20192, USA

NAICS

Other Computer Related Services (541519)

PSC

IT AND TELECOM - BUSINESS APPLICATION/APPLICATION DEVELOPMENT SOFTWARE AS A SERVICE (DA10)

Set Aside

Indian Economic Enterprise (IEE) Set-Aside (specific to Department of Interior and Indian Health Services) (IEE)

Original Source

https://sam.gov/opp/125cb74b35ce42d697cf60621f6ffa29/view
Timeline
    Description

    The Department of the Interior, specifically the Bureau of Indian Affairs, is soliciting proposals for the maintenance of an Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) system for the Office of Information Technology (OIT). The procurement aims to enhance customer interactions and improve service efficiency by updating IVR functionalities, integrating with existing telephony infrastructure, and providing ongoing maintenance and training. This initiative is crucial for modernizing service delivery within the Indian Affairs Service Center, which handles a monthly call volume of approximately 3,000. Interested Indian Economic Enterprises (IEEs) must submit their proposals electronically by the specified deadlines, with the contract anticipated to span from October 1, 2024, to September 30, 2029. For further inquiries, contact Adam Lowery at Adam.Lowery@bia.gov or call 571-560-0622.

    Point(s) of Contact
    Lowery, Adam
    (571) 560-0622
    Adam.Lowery@bia.gov
    Files
    Title
    Posted
    A04_SOW.pdf
    The project outlined in this document aims to support and enhance the Automatic Call Distribution (ACD) system for the Indian Affairs (IA) Service Center, integrating it with the Interactive Voice Response (IVR) system. The primary goals are to improve customer interactions, reduce wait times, and ensure efficient routing of inquiries to the appropriate service teams. Key tasks include updating IVR functionalities, conducting thorough testing before deployment, integrating the system with existing telephony infrastructure, and providing ongoing maintenance and staff training. Deliverables include needs analysis, system design documentation, performance validation testing, user training, and detailed analytics to evaluate system effectiveness. The initiative underscores the government's commitment to modernizing service delivery and optimizing user experiences while adhering to security and compliance standards in telecommunication services.
    Q_and_A_0001.pdf
    The document addresses the procurement process for an IVR/ACD system maintenance for the Office of Information Technology (OIT). It establishes that the agency is exploring alternatives to the current Telax platform, which includes no Salesforce or AWS integrations. This procurement aims to secure a new IVR/ACD solution rather than maintain existing infrastructure. The IA Service Center's function is reviewed, revealing a modest operational size with a monthly call volume of approximately 3,000 and a yearly total of less than 40,000. Current IVR capacity accommodates 92 simultaneous caller sessions across five call flows, with no fully automated call types reported. Documentation related to IVR design and KPIs is available, although there is no current software management policy or integration with data sources. Training for six staff members will be conducted virtually, and there may be an opportunity for an extension of the response deadline to vendors. This document emphasizes the agency's focus on enhancing its customer service capabilities through updated technology solutions while noting existing system limitations and operational structure.
    SF1449_continuation_pages_SOL_REV_0002.docx
    The document outlines Solicitation Number 140A1624Q0087, for IVR/ACD System Maintenance for the Office of Information Technology (OIT). It serves as a combined synopsis and solicitation for commercial services under the Federal Acquisition Regulation (FAR) guidelines. The government anticipates a Firm-Fixed-Price Purchase Order, exclusively set aside for Indian Economic Enterprises (IEEs). The indicated NAICS code is 541519 for Other Computer Related Services, with a small business size standard of $34 million. The expected performance period spans five years, from October 1, 2024, to September 30, 2029, with specified performance addressed at 1011 Indian School Road, Albuquerque, New Mexico. The document details the Statement of Work (SOW) pertinent to the services required and encompasses various terms, conditions, and clauses from FAR and DIAR applicable to this procurement. Instructions for submitting quotations, including due dates and contents, are also provided, along with stipulations for contractor inquiries. Overall, the solicitation aims to ensure a transparent, competitive procurement process for maintaining the IVR/ACD system, highlighting its commitment to supporting IEEs and adhering to federal regulations.
    Sol_140A1624Q0087_Amd_0001.pdf
    The document is an amendment to a federal solicitation, identified by the number 140A1624Q0087. Its primary purpose is to outline the process for acknowledging receipt of this amendment, which involves responding in specified formats by a designated deadline to avoid rejection of the offer. The amendment includes modifications to a contract/order and highlights that offers must be updated in light of the amendment's content. A key feature mentioned is that a contractor may change their original offer by sending a letter or electronic communication referencing the amendment. Additionally, it discusses the importance of receiving offers on time and provides details regarding the nature and administrative changes made to the contract, including the posting of questions and answers related to the solicitation. Overall, this document reflects procedural compliance with federal procurement regulations, ensuring clarity and adherence to deadlines within government contracting processes.
    Sol_140A1624Q0087_Amd_0002.pdf
    The document serves as an amendment to a solicitation for a government contract, specifically identified by the number 140A1624Q0087. The primary purpose of this amendment is to adjust the solicitation's set-aside status to prioritize Indian Economic Enterprises (IEEs) and to revise critical dates related to the submission of questions and quotes. Contractors are required to acknowledge receipt of this amendment to avoid rejection of their offers, with specific instructions on how to do so outlined in the document. It is noted that the amendment modifies the original contract and that all other terms and conditions remain unchanged unless stated otherwise. The formalities of acceptance and acknowledgment of the amendment are emphasized, ensuring compliance with federal contracting regulations. This amendment process reflects the government's commitment to promoting economic opportunities for specific minority enterprises while maintaining strict procedural standards for submission and modifications.
    Sol_140A1624Q0087.pdf
    The document presents a Request for Proposal (RFP) for IVR/ACD System Maintenance for the Office of Information Technology (OIT), which is set aside exclusively for Indian Small Business Economic Enterprises (ISBEEs). The solicitation number is 140A1624Q0087, with a firm-fixed-price purchase order anticipated. The maintenance contract spans a base year from October 1, 2024, to September 30, 2025, with four option years extending through September 30, 2029. The required service location is in Albuquerque, New Mexico. The RFP outlines detailed specifications, including adherence to Federal Acquisition Regulations (FAR) and Department of the Interior Acquisition Regulations (DIAR). It mandates that contractors submit offers compliant with specific clauses and provisions, focusing on responsible business practices, including querying the System for Award Management for ensuring suppliers aren't excluded for various reasons. The evaluation of offers will follow a "lowest price - technically acceptable" standard, aimed at ensuring fair competition while adhering to specific performance and delivery obligations. Proposals must be submitted electronically through the U.S. Department of the Treasury's Invoice Processing Platform, emphasizing the need for accurate documentation for timely payments. This RFP represents a commitment to support small enterprises while fulfilling government service requirements efficiently.
    Lifecycle
    Title
    Type
    INTERACTIVE VOICE RESPONSE (IVR) SW-16
    Currently viewing
    Solicitation
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