ࡱ> #` 0abjbj 5mY9QQQ8JQtQ<SSSSSSf]T$T$h7bSSbbSS'LeeebSSebeeSR &QVcd`sHdTXXe\|^'TTTeXTTTbbbbDD*D0n8*n8 General Services Administration PRIVATE Office of the Chief Acquisition Officer (OCAO) Operational Contracting Staff (XXX) Limited Acquisition Plan Task Order under USA Contact for XYZ Agency XYZ Task Order This Limited Acquisition Plan has been prepared in accordance with GSA Order OGP 2800.1, dated January 1, 2004. OGP 2800.1 is used to implement the requirements of Federal Acquisition Regulation (FAR), Section 7.1, as amended by the General Services Administration Manual (GSAM), and the required contents for the plan are specified in paragraph 12 of that order. The numbering system used through out this plan corresponds to the paragraph numbers in the FAR used to address each specific subject. 7.105(a) Background and Objectives Background: In the 2nd Qtr of FY2008, as a tool to help support citizen services across the government, the Federal Citizen Information Center (FCIC) awarded a new contract to nine vendors to provide multi-channel contact center services to government agencies. A set of contracts, known as the USA Contact, was brought into being under Request for Proposals GSV07PD0007; a multiple award, indefinite-delivery, indefinite-quantity solicitation that provides a vehicle for all agencies to obtain state-of-the-art contact center services to improve their existing citizen facing operations or to provide additional information services to the public. Use of this program supports the USA Services efforts to improve citizen services throughout the government while saving agencies time and money through the use of established contract vehicles that are designed to reduce operational costs through competitive pricing. (1) Statement of Current Need: The XYZ Agency Program was created in XXXX with the mission to ______________________. Designed to reduce Government spending and duplication of efforts in administrative support services, the XYZ Agency Program realizes significant savings through partnering, standardization, streamlining, prudent acquisition strategies, reorganization, economies of scale, or consolidation, and an overall sound business approach to the delivery of products and services. The Agency XYZ Program has undertaken many initiatives to consolidate services and offer a comprehensive approach to service delivery. Today, the Agency XYZ Program provides more than 50 products and services in financial management, administrative operations, acquisitions, health resources, and human resources to Government entities across the nation. Agencys XYZ use of the USA Contact program is a natural extension of the cross-functional services offered today by the Agency XYZ Program (2) Applicable Conditions: The transition process to a new contractor is lengthy and typically involves a phase-in period to complete transition to a new contact center and a ramp-up period of 120 to 180 days thereafter for the new contractor to gain experience to get up to full performance level. There are several reasons for this; the most significant reasons are the following Assemblage of Data: The successful offeror will be required to assemble and maintain a vast array of information that they are not currently familiar with. GSAs call center experience shows that during the first six (6) months of operation, the size of the database will grow dramatically. This is due to the fact that questions concerning the data stored will be asked in a variety of ways. Workload Management: Each call center has its own very unique call volume patterns. Even when historical data is available, it will still take a new contractor a period of time to workout the details on how to ensure that the right number of employees is available to respond to calls as they arrive. Quality Management: As with workload management, it is extremely difficult to put together a comprehensive quality control program for call center management until you have had several months of experience managing that specific call center environment. (3) Cost: The cost goals of this procurement will be to acquire the services called for in the Statement of Work at a fair and reasonable price based on adequate price competition. As explained later in this plan, a Request for Quotations (RFQ) will be provided to all nine (9) USA Contact IDIQ contract holders. Award will be made on a greatest-value basis. None of the cost concepts identified in FAR 7.105(a) (3) apply to this procurement. Specifically, life-cycle costs do not apply, since we are not acquiring plant or equipment. Capacity or Performance: A performance-based Statement of Work (SOW) has been provided by the program office. The performance standards for this requirement are provided in Attachment X to the Statement of Work. The performance standards identify each element of work, judged by the program office at Agency XYZ and at GSA, to be critical to the delivery of satisfactory service. It also identifies the expected target for performance (i.e., the percentage correct and the timeframe in which it is to be provided) and the frequency of measure (e.g., daily, weekly etc.). (5) Delivery or Performance-Period Requirements: The option periods are needed to support this requirement because the process of transitioning to a new contact center requires substantial planning and resource commitment on the part of the Government. Options for this requirement offer the Government the most flexibility for cost control, service continuity, and risk management. The initial start-up costs to be incurred by the Government for establishing a new contact center are substantial and cannot be recovered once a task is terminated. Based on this and the factors outlined in paragraph two above, Agency XYZ has determined that a performance period of one base period with four (4) one year options best satisfies their requirements. 7.105(b) Plan of Action (1) Sources: The following is the Scope of Work (SOW) for each of the USA Contact IDIQ contracts. This SOW clearly covers the services being provided for in this requirement: The Contractor shall provide a wide range of automated and manual customer support services to respond to inquiries about Federal Government programs, policies, information sources and agencies from the general public, Congressional offices, business and professional communities, academia, Government offices, and electronic and print media. The Contractor shall furnish the necessary facilities, personnel, equipment, supplies, and services, as required, to meet the requirements of the Government. In addition to providing customer support services, the Contractor shall perform all technical and management functions, as described in this Statement of Work (SOW), to plan, design, implement, operate, and manage the contact center solutions. The Contractor shall also provide any special project support needed to analyze, plan, design, implement, operate and manage special customer support services that may be needed to meet the diverse needs of the Government. The geographic scope of this solicitation encompasses primarily contact centers that will be located in the United States. Where appropriate and on a task order-by-task order basis, the Government may allow centers to be located outside of the United States. The Contractor shall respond to inquiries and fulfillment requests originated from within the United States and from foreign countries. The term multi-channel contact center, as used in this solicitation, refers to a customer contact center that performs all functions associated with receiving and responding to inquiries, and providing information and services through the use of various communications media, including telephones, telecommunications devices for the deaf (TDD/TTY), e-mail, postal mail, facsimile, the Internet, and other media as appropriate. Agency XYZ is seeking to establish a contractor-provided and operated multi-channel contact center through this task order. The services requested are all covered under the IDIQ contracts. As such, the task order requirements are clearly within the work scope of the IDIQ contract. (2) Competition: This program was brought into being under Request for Proposals GSV07PD0007; a multiple award, indefinite-delivery, indefinite-quantity solicitation. Award was made to the following vendors: Lockheed Martin Services GS00V08PDD0065 2277 Research Boulevard Rockville, MD 20850 Vangent, Incorporated GS00V08PDD0068 4250 N. Fairfax Drive, Suite 1200 Arlington, VA 22203 TeleTech Government Solutions GS00V08PDD0070 13800 Coppermine Road Herndon, VA 20171 Computer Sciences Corporation GS00V08PDD0066 14120 Newbrook Drive Ste 200 Chantilly, VA 20151 EDS GS00V08PDD0072 13600 EDS Drive Herndon, VA 20171 L3 Communications GS00V08PDD0073 Microdyne Outsourcing Inc. 3100 Lomita Boulevard Torrance, CA 90509 ICT Group GS00V08PDD0064 100 Brandywine Boulevard Newtown, PA 18940 Convergys Corporation GS00V08PDD0067 201 East Fourth Street Cincinnati, Ohio 45202 TechTeam Government Solutions GS00V08PDD0071 3863 Centerview Drive, Suite 150 Chantilly, VA 20151-3287 A solicitation will be issued to these nine (9) firms. Fair consideration is a USA Contact program requirement, and each of the contracts contains the following provision: All contractor holders will be provided a fair opportunity to propose on all requirements in excess of $2,500. RFQs will contain a statement of work, instructions on quotation preparation, period of performance, the date, time and place for receipt of quotations and the method of evaluation (lowest price, technically acceptable or greatest value) and the evaluation factors to be used. RFQs will be sent via e-mail and will not be synopsized in FedBizOpps. Once quotations have been received, the ACO need not contact each of the contract holders under the contract before selecting an awardee, if the ACO has insured that each contract holder was provided a fair opportunity to be considered for the order. Award will be made to the contractor based on the evaluation criteria established in the task request. (3) Source Selection Procedures: The Government will evaluate the offerors proposed solution and approach for meeting or exceeding task order requirements based on the following considerations. Insightful responses that describe unique, innovative, and proven methods, approaches, and capabilities that will enable the Government to achieve project objectives will receive higher evaluation scores. A task order will be awarded to the responsive, responsible offeror who provides the greatest-value solution to the Government. In determining greatest-value, the technical factor is significantly more important than the price factor. Technical Evaluation: Evaluation of an offerors technical quotation will be evaluated independently of the price quotation. Technical sub-factors will be rated individually using a numerical rating scale. The numerical rating of the sub-factors will be averaged to derive an overall rating for the relevant technical factor. The averaging process will be done by adding together the numerical rating of each sub-factor for a given factor and then dividing by the number of sub-factors with that factor. The following technical factors will be evaluated in descending order of importance: Experience and Past Performance Management Plan Technical Approach Facility and Technology Infrastructure Price Evaluation: Price quotations will be evaluated based on price realism and total evaluated price. Price realism will be evaluated on a pass/fail basis. Price realism will consist of balance (base year vs. option years), and applicability/quantity of selected CLINs vis--vis the offerors technical solution. If a price does not demonstrate price realism it will be evaluated as unacceptable and the offeror will not be considered for award. Each offerors total evaluated price will be a summation of the base period price and all option period prices for all proposed CLINs. Technical/Price Tradeoff: As a last step of the evaluation process, the Government will perform a price/technical tradeoff analysis to determine the best value solution. The analysis identifies and compares significant differences between quotations to address the question of whether superior value is worth the difference in price. The Source Selection Authority for this procurement will be the procuring contracting officer. (4) Acquisition Considerations: The following information concerning acquisition considerations apply to this procurement: Equipment: All required equipment will be contractor-furnished property. Performance-Based Contracting: The RFQ has been written as a performance based requirement. Attached to this plan is a copy of the key performance indicator metrics that will be used during term of the task order. The metrics will be provided to the offerors as part of the RFQ. These elements in this metrics are more than sufficient to report the award as performance based in the Federal Procurement Data System (FPDS). Mr. Henry Lai, who works in GSAs Office of Citizen Services and Communications (OCSC), will be the Contracting Officers Technical Representative (COTR), and as such, will be responsible for coordinating quality assurance surveillance with Agency XYZ on the awarded task order. Benefits to the Government: The resultant task order will satisfy the requirements that the Agency XYZ Program has to provide contact center services to support the various Agency XYZ programs. The establishment of a multi-channel contact center will enable PSC to accomplish its mission by providing a single efficient customer service portal to respond to requests for help from users. Requests that cannot be resolved immediately will be referred to the appropriate resource in a timely manner. Small Business/Subcontracting: The acquisition for the FirstContact program was conducted as a full and open competition. Award was made to five large businesses. Each contractor has an approved subcontracting plan and the plan has been incorporated into the contract. The government will evaluate each offer to ensure that their subcontracting plan is being implemented. (5) Budgeting and Funding: An Independent Government Cost Estimate (IGCE) has been received from the program office. The estimated dollar value for this procurement is: Base Year: $ 0,000,000 Option Year One: $0,000,000 Option Year Two: $0,000,000 Option Year Three: $0,000,000 Option Year Four: $0,000,000 This IGCE was developed by analyzing the current and projected service requirements for the base period and each of the option years and applying the quantities to the IDIQ contract prices for the anticipated CLINS to obtain the total. The IGCE was derived by taking the average of the total prices from contractors with the highest and lowest evaluated total prices in the IDIQ contracts. A copy of the signed Interagency Agreement, which certifies that Agency XYZ funds are obligated for GSA to operate the Agency XYZ Program contact center, is attached as an addendum to this Plan. (6) Product or Service Descriptions: The service descriptions used in the USA Contact IDIQ contracts were developed to specifically identify all required contractor activities in a call center environment. The key performance indicators in the attached RFQ were tailored to ensure satisfactory performance by the contractor under the instant procurement. (18) Contract Administration: Inspection and acceptance of services provided by the contractor will be performed by the COTR based on criteria contained in the Quality Assurance Surveillance Plan developed by the Program Office. The Plan will identify the performance standards that the contractor is responsible for meeting as specified in the Statement of Work, the reports and tools that the Government will use to assess contractor performance, and the corresponding actions to be taken in the event of noncompliance. (20) Milestones: Acquisition Plan Approval May 18, 2005 Statement of Work May 18, 2005 Data Requirements May 18, 2005 Package Preparation May 20, 2005 Purchase Request May 20, 2005 Issuance of Request for Quotation May 20, 2005 Receipt of Quotations June 3, 2005 Evaluation of Quotations June 15, 2005 Begin Discussions June 16, 2005 Completion of Discussions June 20, 2005 Task Order Preparation June 21, 2005 Reviews and Approvals June 23, 2005 Award of Task Order June 23, 2005 (21) Identification of participants in acquisition plan preparation: In accordance with GSA Order OGP 2800.1, paragraph 6, the following individuals participated in preparing the acquisition plan: Requiring Office: Jack Smith Project Officer XYZ Agency Contracting Officer: Robert H. Corey Operational Contracting Staff Office of Chief Acquisition Officer (OCAO)Planner: Henry Lai Program Manager Federal Citizen Information Center Office of Citizen Services and Communications General Services Administration Senior Program Official (SPO): Teresa N. Nasif Director Federal Citizen Information Center (XCC) Office of Citizen Services and Communications General Services Administration  With the signature below, the FCIC Program Manager certifies that the Statement of Work and this Acquisition Plan are correct and encompass the full scope of the required task order. It is recommended that this procurement proceed as planned. PREPARED BY: __________________________________ Date:__________________ HENRY LAI Program Manager Federal Citizen Information Center CONCURRENCE: _________________________________ Date:__________________ Mike Ettner Senior Assistant General Counsel Office of General Counsel APPROVAL: __________________________________ Date:_________________ David Drabkin GSA Senior Procurement Executive Office of the Chief Acquisition Officer ATTACHMENT A: Performance Standards This section outlines the primary and secondary performance indicator metrics for the XYZ Agency Contact Center. The Contractor shall perform all task requirements in accordance with the performance levels and sample calculations specified in the Tables below for each of the supported activities. The Government reserves the right to adjust or suspend the performance standards individually or in their entirety, and/or add other performance metrics as deemed necessary at any time during the performance period of this task order. Any adjustment, suspension, and/or addition shall be in collaboration with the Contractor and with ample notice for change management. The following are examples of criteria that may indicate the need for an adjustment or suspension of performance standards: a start-up event (to allow Contractor a period of time to ramp up to meet the Governments criteria for performance excellence); a change of events in the Government environment (to allow a period of time for Contractor to adjust to the change); baselines and thresholds appear either unattainable or trivially easy; and a need for the Government to cap staffing levels for budgetary purposes. Table A.1 Primary Key Performance Indicator Metrics Performance IndicatorSample Calculation (Actual calculations to be determined during Task order negotiations)Expected Target Performance*Frequency of Measure/ ReportingResponse TimeService Level (Telephone Inquiries)(Calls answered within 30 seconds + Calls abandoned within 30 seconds)/(Total calls answered + Total calls abandoned)85% within 30 secondsDaily/ Weekly**Email Response Time(Emails responded to and/or closed within 2 business days)/Total emails received)90% within 2 business days, 100% within 3 business daysDaily/ Weekly**b. Quality AssuranceQuality of Service Delivery - Telephone(Total number of points achieved (based on a mutually agreed on standard)) / (Total number of points available for quality of service scores) 94% or better Monthly/MonthlyQuality of Service Delivery Written Inquiries (Email)(Total number of points achieved (based on a mutually agreed on standard)) / (Total number of points available for quality of service scores) 94% or better Monthly/MonthlyCustomer SatisfactionCustomer Survey Assisted Calls(Number of callers responded favorably to survey / Total number of callers surveyed)90% or betterMonthly/ QuarterlyCustomer Survey - Email(Number of inquirers responded favorably to survey / Total number of inquirers surveyed)90% or betterMonthly/ QuarterlySurvey Participation (increased rate of participation over previous survey period)(Number of survey participants in present quarter number of survey participants in previous quarter) / (Number of survey participants in previous quarter)2.5% or betterMonthly/ Quarterlyd. Service Availability(Total time in the month (in minutes) total time service is not available during that month (in minutes)) / (Total time in the month) 99.9%Daily/ Monthly* Expected Target Performance is measured over a monthly period. ** In addition to weekly reports, the Contractor shall provide a summary report each month that provides a rollup of the weekly reports for that month.  Table A.2 Secondary Key Performance Indicator Metrics Performance IndicatorSample Calculation (Actual calculations to be determined during Task order negotiations)Expected Target Performance*Frequency of Measure/ ReportingAbandonment Rate(Number of hang-ups and dropped calls / Total number of calls offered)5% or lowerDaily/ Weekly**Average Speed of Answer(Total time in queue / total number of calls handled)30 seconds or lessDaily/ Weekly**Blockage(Total number of calls offered by the network - Total number of calls processed by switch) / (Total number of calls offered by network)1% or lessDaily/ Weekly**Work Volume Forecasting(Work volume forecasted actual work volume) / (Actual work volume)+10% or betterWeekly/ MonthlyReport Accuracy(Total number of reports submitted number of reports requiring substantive corrective actions) / (Total number of reports submitted)98% or betterMonthly/ MonthlyKnowledgebase EffectivenessTotal number of service request solutions acquired from the Contractors knowledge base/total number of contacts 95% of service requests and solutions shall be in system at any one time. Weekly/ Monthly* Expected Target Performance is measured over a monthly period. ** In addition to weekly reports, the Contractor shall provide a summary report each month that provides a rollup of the weekly reports for that month.     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