ࡱ> PRO#` 06+bjbj 8DD"&&&8^4,!hLf!h!h!h!h!h!h!$O#h%!nnn!!:::nXf!:nf!:::,~  wU_&d" f!!0!, RQ&*Q&~ Q&~ 4:!!X!nnnn  General Services Administration Office of the Chief Acquisition Officer (OCAC) Operational Contracting Staff (VC) Determination and Findings Sample XYZ Agency Intake Form Upon the basis of the following findings pursuant to authority of FAR 16,5, Indefinite-Delivery Contracts, it is hereby determined that the proposed contract action may be negotiated without the justification described in Federal Acquisition Regulation (FAR) Subpart 6.3, Other than Full and Open Competition. FINDINGS 1. Authority is sought to issue a task order for call center services with ABC Vendor. The task order was placed with ABC Vendor under GSAs USA Contact Program. The task order is in support of the XYZ Agencys Intake Program. As the result of devastation caused by Hurricane Katrina, the program has been set up to provide disaster assistance for the citizens and businesses of Louisiana and Mississippi. Based on the number of calls now flowing into the XYZ Agency Information Center, the surge requirements described herein are essential to provide for an adequate response to the huge, initial volume. 2. The Contractor shall provide and maintain turnkey service of telephone representatives, ADP and telecom equipment and network services, including call processing equipment, and facilities and network services for the purpose of responding to incoming calls and accepting applications for disaster assistance. The Contractor shall provide all technical and management services to support the task, including program management, technology management, information and relationship management, human resources management, performance management, quality assurance/quality improvement, management reports, security, contingency/disaster recovery, and value engineering. The Contractor shall be able to provide attended service for two, non-overlapping eight (8) hour shifts between the hours of 4:00 am to 12:00 Midnight Central time, seven (7) days a week. Shift times will be determined by the Government. If directed by the Government, the Contractor shall provide attended service 24 hours a day, 7 days a week. The Contractor must provide a minimum of 350 agents and workstations on the first day of performance. The Contractor will then provide 2,000 workstations and 2,000 agents within 14 days of contract award. Finally, the Contractor must provide staffing 4,000 agents within the next 14 days of performance. On 0X/0X/2006, the Contracting Officer received a call from the XYZ Agency Program Office stating that, due to the tremendous, initial surge of calls, they may need the Contractor to provide 12,000 agents and workstations by Saturday, 0X/0X/2006 for approximately seven (7) to ten (10) days and then revert back to the task orders initial requirements. This additional requirement did not materialize. The estimated value of this XX-day/month/year effort is $XX,XXX,XXX.XX. 3. This requirement will be competed under the USA Contact program. Although this is an urgent and compelling requirement that is clearly impacting the Federal Government as a whole, the USA Contact program is designed to respond to call center requirements quickly with the right solution to meet the customers needs. It is this combination speed and scalability that brought the XYZ Agency to GSA to assistance. All nine (9) firms concentrate on call center services as their core business; all have multiple sites across the country and all have the latest technology necessary to provide a superior technical solution to a wide range of requirements. The scope of services in the USA Contact Statement of Work state that: 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. The Contractor shall perform all technical and management functions, as described in this SOW, to plan, design, implement, operate, and manage the contract center solutions. In addition, the Contractor shall 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 contract centers that will be located in the contiguous 48 states. Where appropriate, the Government may allow centers to be located outside of the primary coverage area. 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. The instant requirement is clearly within the scope of services provided under these contracts. 4. There were nine firms being solicited and all have indefinite-delivery, indefinite-quality (IDIQ) contracts awarded under the USA Contact program. As part of the original solicitation process that resulted in the award of these contacts, offerors were required to provide unit prices for a wide variety of services that may be called for throughout the term of these contracts. 5. Prices in the IDIQ contracts were all determined to be fair and reasonable as part of the award process. The instant procurement will be a task order under one or more of these contracts. All prices in this task order will conform to the prices in the basic contract. In addition, the Contracting Officer anticipates competition as part of the solicitation process. 6. Hurricane Katrina arrived at the end of August and devastated a major portion of Louisiana and Mississippi. It did cause major damage in Alabama and had a lesser effect on Floridas Panhandle. The extent of destruction was unparalleled and unanticipated. The President declared that a major disaster existed in major population centers in the three most affected States and in the outlying areas, thus qualifying the former and remaining residents of these areas for a variety of relief programs. In the days following, XYZs responses included a variety of approaches, some of which required that people affected by the disaster be able to call to ask for assistance. In past disasters, telephone service had not been disrupted to the degree that it was this time. Also, previous disasters in our recent past have not resulted in the dislocation of hundreds of thousands of people to temporary quarters. Even with the reduced access to telephone service, only 15% or so of the calls in the first week following the hurricane were able to get through to live assistance at XYZ. XYZs request to GSA was for the facilities and the trained employees to intake hundreds of thousands of telephoned applications for assistance within the month remaining for applications to be received. The estimated length of these phone calls is close to 20 minutes, thus giving an idea of the complexity of the calls and the amount of staffing needed or required, a staffing level far outside of XYZs ability to redeploy its own employees. Because there is a short deadline as to when potential beneficiaries can apply for benefits and that XYZ is unable to handle this workload internally, the request for support from GSA is both urgent and compelling. 7. Funds will be provided by XYZ to GSA through the issuance of an Interagency Agreement. CONTRACTING OFFICERS CERTIFICATION I hereby certify that this Determination and Findings (D&F), to be used for the acquisition of the services necessary to support XYZ Agency as described above, is accurate and complete to the best of my knowledge and belief. ________________________________ _______________ Robert H. Corey Date Contracting Officer CONCURRENCES ________________________________ _______________ Mike Ettner Date Senior Assistant General Counsel ________________________________ _______________ Donald J. Suda Date Competition Advocate Approved: ________________________________ _______________ David Drabkin Date GSA Senior Procurement Executive     USA Contact Procurement Tool Kit For Informational Purposes Only  DATE \@ "M/d/yyyy" 3/17/2008  PAGE 3 USA Contact Procurement Tool Kit For Informational Purposes Only  DATE \@ "M/d/yyyy" 3/17/2008  PAGE 1 Oop = A G i m s S T ] g v w ûûַì{{{phIbZh,B*phh,h^bh"$h~4h{B*phh~4hFbB*phh)2hFbB*phhFbh,hFbB*phhHhIbZB*phh,h{B*phh{h{6h{h-|h,h{5B*ph hl P5 h dW5 hIbZ5 h{5* Orst T U QRgdHgd{$a$gd{ $@&a$gd"$D*5+PQV`{~.8TU.8qrsz46:EQ^_`a)ƻhHB*phhhsB*phhHhshsB*phhk_uB*phh^bB*phhB*phhshk_uB*phhk_uhIbZB*phh;h~4B*phhIbZh,B*phhIbZh;B*phhIbZh"$B*ph1`a=>ABRSI J B"C"##J&K&gd_@>gdT^gdsgdHgd}gd{@&gd"$ CMakqRbfJ !P!B"C""####J&K&"'#'亯䤙hphh#B*phhhpB*phhh"$B*phh)2h#B*phh)2h"$B*phhh_@>hhTB*phhThnbHh^bh"$hHh}hsh)2hsB*ph4K&"'#'~''''(((((((((((((-)C)d)e)f)g))))gd(TgdT#'('A'D'''''&(0((((-)8)))))** *$*@*A*D*E*G*H*J*K*M*N*P*Q*\*]*h******׾|mjhk_uhhCJUaJh{hh5h dWhh5CJaJh dWhhCJaJhhCJaJhhh}}jh}}Uh}1h}1CJaJhehIbZhh/whH h5hhh(TB*ph h(T5>*h#hpB*phhph(T*)))))))* *A*D*F*G*I*J*L*M*O*P*r*******gdk_ugdnwEgd ggd}1gd(T**************++++++&+'+(+)+/+0+1+2+3+4+5+ȻȬzozzo^Q^^oMh}}h{hh0JCJaJ!jh{hh0JCJUaJh{hhCJaJjh{hhCJUaJh dWhh5CJaJh dWhhCJaJhhCJaJhhhh0JCJaJmHnHuhk_uhh0JCJaJ!jhk_uhh0JCJUaJhhCJaJmHnHujhk_uhhCJUaJhk_uhhCJaJ**++3+4+5+6+gd}1gd5+6+h}1h}1CJaJ6 0 0&P1h/ =!"p#$% @@@ NormalCJ_HaJmH sH tH DA@D Default Paragraph FontViV  Table Normal :V 44 la (k(No List 4@4 {Header  !4 @4 {Footer  !.)@. { Page NumberZY"Z nbH Document Map-D M CJOJQJ^JaJH2H Lq Balloon TextCJOJQJ^JaJ6# D OrstTUQR  ` a =>ABRSIJBCJK"#~ -!C!d!e!f!g!!!!!!!!!!" "A"D"F"G"I"J"L"M"O"P"r""""""""##3#4#7#0000O0O0000000000000000000000 00 00 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 00 0 0 0 0 0 0 0 0 0 0 0 0 0 00 0@000@000@000@000@0@0@0@0@0@0@0@0@0@0@0@000D"r""7#{008B0fV 00 RR#'*5+6+!K&)*6+ 5+Rgqsz|!!KeTPBLe,CMe$KKNetOeԳIPe$Qe4RedQSeTeUedVe#WeTJKXe\BYeZeLB[e\eC]eI^et6Bp~~Q"Q"""7#     y$$T"T"""7# 9*urn:schemas-microsoft-com:office:smarttagsState9*urn:schemas-microsoft-com:office:smarttagsplaceB *urn:schemas-microsoft-com:office:smarttagscountry-region=*urn:schemas-microsoft-com:office:smarttags PlaceType=*urn:schemas-microsoft-com:office:smarttags PlaceName <.   D"D"F"F"G"G"I"J"L"M"O"P"4#7#S ^ D"D"F"F"G"G"I"J"L"M"O"P"4#7#3  -!C!" "D"D"F"F"G"G"I"J"L"M"O"P"Q"s"""""#(#4#7#D"D"F"F"G"G"I"J"L"M"O"P"4#7# ? )&Aqh^`OJQJo(hHh^`OJQJ^Jo(hHohpp^p`OJQJo(hHh@ @ ^@ `OJQJo(hHh^`OJQJ^Jo(hHoh^`OJQJo(hHh^`OJQJo(hHh^`OJQJ^Jo(hHohPP^P`OJQJo(hHh^`OJQJo(hHh^`OJQJ^Jo(hHohpp^p`OJQJo(hHh@ @ ^@ `OJQJo(hHh^`OJQJ^Jo(hHoh^`OJQJo(hHh^`OJQJo(hHh^`OJQJ^Jo(hHohPP^P`OJQJo(hH&Aq ?                  437[(TeK"$,}1)2_@>nwEnbHl P dWIbZ^bk_u|}}}Ha08T<:sg{S0#xcv/wp;Lq6 g;5 "~4Fbj#h-|@/J6#@UnknownGz Times New Roman5Symbol3& z Arial5& zaTahoma?5 : Courier New;Wingdings"1hR&&#!2'>'>!x4d3"3"2QHP ?{2General Services Administration caroledobbsCarolynJKaleel  Oh+'0 (4 T ` l x General Services Administration caroledobbsNormalCarolynJKaleel33Microsoft Office Word@#@캍@Q\@_'՜.+,0$ hp   General Services Administration>3"  General Services Administration Title  !"$%&'()*,-./0123456789:;<=>@ABCDEFHIJKLMNQRoot Entry F[_SData #1Table+e&WordDocument8DSummaryInformation(?DocumentSummaryInformation8GCompObjq  FMicrosoft Office Word Document MSWordDocWord.Document.89q