R--Peace Corps - Contact Center Services
ID: 140D0424Q0502Type: Combined Synopsis/Solicitation
Overview

Buyer

INTERIOR, DEPARTMENT OF THEDEPARTMENTAL OFFICESIBC ACQ SVCS DIRECTORATE (00004)HERNDON, VA, 20170, USA

NAICS

Telemarketing Bureaus and Other Contact Centers (561422)

PSC

SUPPORT- PROFESSIONAL: COMMUNICATIONS (R426)

Set Aside

SBA Certified Women-Owned Small Business (WOSB) Program Set-Aside (FAR 19.15) (WOSB)

Original Source

https://sam.gov/opp/3ff8622f5c1941a0b021486133674cff/view
Timeline
    Description

    The Department of the Interior, through the Interior Business Center's Acquisition Services Directorate, is seeking proposals for Contact Center Services to support the Peace Corps' Office of Volunteer Recruitment and Selection Services. The contractor will manage operations for the Pipeline Assessment Group (PAG), focusing on lead generation, customer service, application processing, and performance evaluation over a 12-month period, with the possibility of four additional extensions. This initiative is crucial for enhancing the Peace Corps' outreach and recruitment efforts, emphasizing the importance of high-quality customer engagement in attracting potential volunteers. Interested parties, particularly those certified as Women-Owned Small Businesses (WOSB), must submit their proposals by 3:00 PM Eastern Time on October 9, 2024, and can direct inquiries to Michael McGuire at MIKE_MCGUIRE@IBC.DOI.GOV or by phone at 703-964-3622.

    Point(s) of Contact
    Mcguire, Michael
    (703) 964-3622
    (505) 346-2744
    MIKE_MCGUIRE@IBC.DOI.GOV
    Files
    Title
    Posted
    B08_SOL_Attachment_A_-_Pricing_Schedule_Template_(1).xlsx
    The document outlines the pricing schedule template for RFQ 140D0424Q0502, primarily focusing on contact center services and travel expenses for a federal contract. It details various components categorized as Firm Fixed Price (FFP) and Time & Materials (TM) for each contract line item number (CLIN) corresponding to both base year and four optional years. The total estimated cost for services and travel over five years amounts to $182,600. Additionally, it requires vendors to propose a minimum staffing plan, including labor categories, hourly rates, estimated hours, and personnel for each year. The document mentions compliance with Service Contract Labor Standards (FAR 52.222-41) but leaves several fields blank for bidders to complete, signifying that these proposals will be evaluated as part of the overall quote assessment process. The summary reflects the structured financial and labor requirements for potential service providers responding to this federal request for quotes, integral to the government procurement process.
    B08_SOL_Attachment_B_-_PERFORMANCE_WORK_STATEMENT_(PWS)_(1).pdf
    The document outlines the Performance Work Statement (PWS) for a non-personal services contract between the Pipeline Assessment Group (PAG) and the Peace Corps Office of Volunteer Recruitment and Selection (VRS). The contractor will provide operational support to improve lead generation and refinement for potential Peace Corps volunteers. Key services include answering recruitment inquiries via phone, email, and online chat, alongside following up with leads to ensure quality customer engagement. The contractor must maintain high standards of quality control and assurance, adhering to specific communication metrics and staffing requirements. Direct supervision of contractor employees by the government is not exercised, and the contractor is responsible for hiring qualified personnel, including a program manager with relevant experience. Security requirements mandate personnel to undergo background checks, and there are stringent procedures regarding data handling and IT access. Overall, the document emphasizes the need for exceptional customer service and effective communication in recruiting efforts, while providing a comprehensive framework for contractor responsibilities and expected outcomes for the Peace Corps recruitment program.
    B08_SOL_Attachment_C_-_Past_Performance_Questionnaire_(Fillable_PDF_Form)_(1).pdf
    The document outlines a Five-Minute Project Reference Check form designed for contractors responding to government RFPs. It provides instructions for both the quoters and their designated project references. Quoters must complete SECTION A, detailing their business name, reference details, project title, period of performance, contract value, and a project description. References complete SECTION B by evaluating the contractor's performance across several statements related to project management, service quality, communication, risk management, and overall satisfaction. The feedback is structured on a scale from 'Strongly Disagree' to 'Strongly Agree,' allowing for quantitative assessment. An additional comments section is available for further insights. The primary purpose of this document is to facilitate a quick but effective evaluation of contractor performance to inform decision-making on future project hires, emphasizing accountability and quality in government contracting processes. This form plays a critical role in ensuring that contracts align with expectations and that contractor qualifications meet project demands.
    B08_SOL_Attachment_D_-_Quality_Assurance_Surveillance_Plan_(QASP)_(1).pdf
    The Quality Assurance Surveillance Plan (QASP) outlines the framework for performance monitoring by the Peace Corps for a contract regarding the Pipeline Assessment Group (PAG). This plan articulates the procedures for assessing contractor performance to ensure adherence to required standards. The QASP defines essential elements such as the purpose of monitoring activities, government roles, methodologies for performance assessment, and documentation requirements. Key elements include the accountability of the contractor for quality management and the government's impartial evaluation of contract compliance through various surveillance techniques, such as direct observation, analysis of contractor reports, and customer feedback. The plan emphasizes performance over compliance, encouraging contractors to innovate in their service delivery while meeting established performance standards. Performance metrics and acceptable quality levels are detailed, ensuring that the contractor's outputs are monitored against defined benchmarks. The QASP also provides a mechanism for addressing deficiencies, reinforcing the contractor's obligation to maintain quality while detailing reporting processes to ensure accountability. This document functions within the broader context of federal RFP requirements, emphasizing enhanced performance management in governmental contracts.
    B08_SOL_Attachment_E_-_Limitations_on_Subcontracting_Report_Template_(1).xlsx
    This document serves as a template for reporting on limitations regarding subcontracting for federal contracts. It requires specific information, including the Contract Number (PIID), set-aside type, and total contract value, along with the performance period dates. The report outlines payments made to similarly situated subcontractors (SSS) and non-similarly situated subcontractors (NSS) during the contract's performance period, highlighting amounts paid for compliance evaluation with subcontracting limitations. The calculation for the limitation on subcontracting percentage is specified but shows a division by zero error due to no amounts being reported. Overall, the document aims to ensure transparency and adherence to federal guidelines in subcontracting practices, essential for maintaining fair competition and compliance with small business regulations within government contracts.
    B08_SOL_RFQ_140D0424Q0502.pdf
    The Peace Corps is seeking quotes for Contact Center Services through RFQ 140D0424Q0502 aimed at enhancing volunteer recruitment efforts. This solicitation is set aside for Total Women-Owned Small Businesses and involves managing operations of the Pipeline Assessment Group (PAG) for an anticipated period of 12 months, with four optional extensions. The contractor will be responsible for lead generation, customer service, application processing, and performance evaluation, thereby ensuring effective recruitment support. Proposals must adhere to FAR regulations, include detailed technical and pricing structures, and demonstrate capability and experience in similar operations. Evaluation will focus on management approach, personnel qualifications, experience, and past performance to ensure the best value for the government, with price being a secondary consideration. The RFQ submission deadline is set for 3:00 PM Eastern Time on October 9, 2024. This initiative underscores the Peace Corps' commitment to enhancing its outreach and recruitment processes through specialized service providers.
    Request_for_Information_-_PAG_Virtual_Contact_Support_Services_(form_error_corrected)_2.pdf
    The Request for Information (RFI) seeks input from potential contractors for the Pipeline Assessment Group (PAG) Virtual Contact Support Services in support of the Peace Corps Office of Volunteer Recruitment and Selection Services, focusing on recruitment and leads generation. This RFI is for informational purposes only and does not guarantee a contract or reimbursement for costs incurred in the response; all responses must be submitted by April 26, 2024. The anticipated work involves various communication channels and requires the contractor to manage and refine leads while adhering to specific operational requirements across US time zones.
    Request_for_Information_-_PAG_Virtual_Contact_Support_Services_1.pdf
    The Peace Corps is soliciting responses to a Request for Information (RFI) regarding the provision of Virtual Contact Support Services for recruitment and leads generation via various communication channels. The RFI aims to gather market information to help finalize government requirements and acquisition strategies, while clarifying that participation does not guarantee a contract and all associated response costs are borne by the respondent. Organizations interested in participating must submit their responses by April 26, 2024, including a capabilities statement and necessary business information.
    Sol_140D0424Q0502_Amd_0001.pdf
    This document serves as an amendment to a federal solicitation, specifying that it is a 100% Women-Owned Small Business (WOSB) Set Aside, correcting a previous error that labeled it as a "Total Small Business Set Aside." The amendment outlines the requirements for offerors to acknowledge receipt, emphasizing that failure to do so may result in the rejection of offers. It gives instructions for submitting changes to offers, including the acknowledgment methods and deadlines. The amendment does not alter any terms apart from this clarification and other necessary administrative changes. The clear objective is to ensure compliance with specific federal regulations under the FAR (Federal Acquisition Regulation) concerning set-asides for women-owned businesses, thereby supporting equity in federal contracting opportunities.
    Sol_140D0424Q0502.pdf
    The document outlines a Request for Proposal (RFP) from the federal government, specifically the Interior Business Center, Acquisition Services Directorate. It includes various administrative details such as payment instructions, solicitation numbers, and the offer due date of October 9, 2024. The RFP is classified under the North American Industry Classification System (NAICS), and it mentions the engagement of small businesses, including those that are Service-Disabled Veteran-Owned, Women-Owned, and Economically Disadvantaged Women-Owned, indicating a commitment to inclusivity in the bidding process. The document stresses the importance of completing several blocks for proper identification of the contractor and their proposal, and notes that certain attachments referenced are not included. It emphasizes that responses to the solicitation must adhere to the Federal Acquisition Regulation (FAR). Lastly, it highlights that the document is for commercial items and includes instructions for submission and invoicing, reflecting standard procedures for federal contracting. Overall, this RFP serves as a formal solicitation for bids on federal procurement, emphasizing compliance and inclusivity in the bidding process.
    Lifecycle
    Title
    Type
    Peace Corps - Contact Center Services
    Currently viewing
    Combined Synopsis/Solicitation
    R--Peace Corps - Virtual Contact Support Services
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