Enterprise Contact Center (ECC) Cloud Migration-Request for Information
ID: 280-EBPL-0852Type: Sources Sought
Overview

Buyer

COMMERCE, DEPARTMENT OFUS PATENT AND TRADEMARK OFFICEDEPT OF COMMERCE PTOALEXANDRIA, VA, 22314, USA

NAICS

Software Publishers (513210)

Set Aside

Total Small Business Set-Aside (FAR 19.5) (SBA)

Original Source

https://sam.gov/opp/b9bfb0fecda04672aafca8afc0bfce84/view
Timeline
    Description

    The Department of Commerce, specifically the United States Patent and Trademark Office (USPTO), is seeking qualified vendors for the Enterprise Contact Center (ECC) Cloud Migration project. This initiative requires services for a one-year base period with the option for four additional extensions, focusing on enhancing the efficiency of the USPTO's contact center operations. The procurement process is set aside exclusively for small businesses, following market research that identified capable vendors, and is exempt from typical federal competition rules under the Patent and Trademark Office Efficiency Act. Interested parties can reach out to Jennifer Hudson at jennifer.hudson@uspto.gov or Theodore Terrell at theodore.terrell@uspto.gov for further information, with the anticipated award date for the contract being December 1, 2024.

    Point(s) of Contact
    Jennifer Hudson
    jennifer.hudson@uspto.gov
    Theodore Terrell
    theodore.terrell@uspto.gov
    Files
    Title
    Posted
    280-EBPL-0852_ECC_PTAG Competitive Synopsis.pdf
    The United States Patent and Trademark Office (USPTO) is initiating the Enterprise Contact Center (ECC) Cloud Migration project, requiring services for a one-year base period with four optional extensions. The procurement process is exempt from typical federal competition rules, as specified under the Patent and Trademark Office Efficiency Act. The USPTO conducted market research through a Sources Sought announcement to identify capable vendors and has chosen to set aside the contract exclusively for small businesses. Following the research, two vendors—Global Technology Solutions, Inc. and Systems Integration, Inc.—have been selected to participate in the Alternative Competition method outlined in the Patent and Trademark Office Acquisition Guidelines. The anticipated award date for this contract is December 1, 2024, affirming the USPTO’s commitment to leveraging small business involvement in government contracts.
    USPTO_ECC PWS.pdf
    The United States Patent and Trademark Office (USPTO) seeks to migrate its Enterprise Contact Center (ECC) to a resilient, cloud-based Software as a Service (SaaS) model to enhance operational efficiency and service delivery. The current system operates on-premises using Genesys PureConnect technology, serving over 500 agents. The migration aims to improve system functionalities like call routing, IVR, and self-service options by adopting Genesys Cloud CX. The project entails acquiring necessary licenses, conducting system analysis, and ensuring seamless integration while adhering to FedRAMP compliance. The contractor will be integral to various phases, including planning, migration, training, and ongoing support, with specific responsibilities detailed for implementing quality assurance, analytics, and workforce management processes. Key deliverables comprise training for USPTO staff, developing robust operational and testing plans, and configuring systems for optimal performance as well as establishing a multi-year operational timeline. The implementation aligns with broader organizational goals of efficiency, risk management, and enhanced customer engagement while reducing costs associated with the existing on-premise setup. This initiative underscores USPTO's commitment to modernization and adaptability within federal service frameworks.
    USPTO_ECC PWS Amendment 1.pdf
    The United States Patent and Trademark Office (USPTO) is undertaking a significant migration of its Enterprise Contact Center (ECC) system to a cloud-based solution. The project aims to replace the current on-premises Genesys PureConnect technology with Genesys Cloud CX, enhancing customer service capabilities across 25 business centers. This transformation aligns with USPTO's New Ways of Working (NWoW) initiative, focusing on agile product teams and cloud service integration. The migration will involve acquiring necessary licensing, professional services, and extensive support in areas such as configuration, migration, and compliance with security standards like FedRAMP. The Contractor will assist in ensuring effective call routing, email messaging, and analytics while providing training and user acceptance testing. Key deliverables include infrastructure advisory services, quality assurance and compliance frameworks, and comprehensive training programs for USPTO staff. The overall objective is to optimize performance, improve customer experience, and secure USPTO's operational integrity as it transitions to a more resilient and effective cloud-based communication system. The project spans multiple phases from preparation to deployment, with ongoing maintenance and support considered essential throughout the contract's five-year term.
    USPTO_ECC QA Amendment 1.pdf
    The document outlines the requirements and expectations for migrating the USPTO's existing Genesys PureConnect system to a cloud-based Genesys Cloud solution. Key objectives include enhanced call management functionality, integration with Salesforce and ServiceNow, and maintaining security through regular updates. Immediate pain points noted are integration issues and the need for improved call transfer routing. The transition involves extracting and retaining 5 years of data while not migrating historical call logs, and there are specific compliance and security measures required beyond standard regulations. User training is structured to begin in April 2025, focusing on various user groups, and remote onboarding for agents will be facilitated through vendor support. Significant operational challenges include dual system usage during the transition and ensuring effective data analysis. The document indicates a post-go-live support model where Tier 1 and 2 support will be managed internally by USPTO, while Tier 3 will be provided by the vendor. Overall, the migration is expected to surpass $250k annually, with critical deadlines set for deployment by May 2025 due to the legacy system's end-of-life. The thorough definition of roles, timelines, and support mechanisms illustrates the highly detailed nature of government RFPs and grants processes.
    USPTO_ECC RFI.pdf
    The U.S. Patent and Trademark Office (USPTO) has issued a Request for Information (RFI) regarding the migration of its Enterprise Contact Center (ECC) to a cloud-based solution. This RFI aims to gather market insights and assess vendor capabilities to provide a Software as a Service (SaaS) solution, which will enhance customer service operations that support over 500 agents. The current on-premises system utilizes Genesys technology and integrates with Salesforce and ServiceNow platforms. The scope involves acquiring Genesys Cloud CX licenses, ensuring operational support, optimizing processes, and obtaining Authority-to-Operate (ATO). Interested vendors must respond by providing details on their experience with cloud migrations, system integrations, implementation strategies, and training methodologies. Questions concerning the RFI should be submitted by September 20, 2024, with responses due by October 4, 2024. The request emphasizes that this RFI does not constitute a binding proposal and is solely aimed at gathering information, with the possibility of future solicitations based on the information received. The purpose of the ECC Cloud Migration is to enhance efficiency, customer experience, and operational capabilities within the USPTO’s contact center framework.
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