This is a Sources Sought Notice OPM3317I0001 is issued for the Office of Personnel Management Retirement Services that is interested in learning about technology or services currently available that would enable resolution of more basic customer questions and updates without human intervention. This notice is issued solely for informational and planning purposes and does not constitute an Invitation for Bids, Request for Proposals or Request for Quotations. In accordance with FAR 15.201(e), responses to this notice are not offers and cannot be accepted by the Government to form a binding contract, nor do they affect a potential offeror's ability to respond to any future synopsis/solicitation, which may or may not follow or restrict the U.S. Government's eventual acquisition approach. Additionally, the U.S. Government will not provide reimbursement for any information that may be submitted in response to this notice. Respondents are solely responsible for all expenses associated with responding. Background: The Retirement Information Office (RIO) is located in Butler, PA. Its purpose is to respond to customer inquiries received via phone to the fullest extent possible. Those questions that cannot be answered directly are escalated to the appropriate area with Retirement Services and addressed within a predetermined timeframe. The RIO is not a typical call center (sales, order taking, etc.,). When a person retires from the federal government Retirement Services becomes akin to their human resources office. In consequence, RIO employees are faced with a huge variety of inquiries and must possess comprehensive subject matter knowledge. However, while many inquiries are indeed complicated and multifaceted, some are simple and typical of the types of issues that an HR office might be asked to handle; address changes, banking changes, requests for proof of income, etc. These, relatively simple interactions make up about 30-40% of all inquiries. The average age of RS customers is 73. RIO believes some activities could be handled automatically would include, but are not limited to, the following: • Update/change your email address • Update/change your mailing address • Update/change your Password • Update/change your Federal and State Income Tax withholding • Request a 1099-R for the current tax year and two previous years • Request your annuity statement • Establish an allotment to an organization • Establish a direct deposit of your payment • Establish a checking or savings allotment • Request verification of Life Insurance Capability Statement / Information Sought: Interested large and small businesses are encouraged to respond to this notice. Responses must directly demonstrate the company's experience and/or ability to satisfy the minimum requirements listed below. Instructions for Responding to the Sources Sought Notice: Responses to this notice shall include a Statement of Qualifications/Capabilities Statement package, as well as the cover letter. The cover letter shall, at a minimum, include the following information: 1. Response to Sources Sought Notice OPM3317I0001 2. Vendor's Company Name, Address, Contact Person (2 POCs) Information; 3. Vendor's DUNS Number; and 4. Business Size and Size Standard / Classification relative to North American Industry Classification System (NAICS) code of 561422 "Telemarketing Bureaus and Other Contact Centers" 5. If applicable, specify small business profile, i.e., Small Business Administration (SBA) 8(a) Program, HUBZone, women-owned, veteran-owned, service disabled veteran-owned or small disadvantage business schedule contractor; and 6. List any current contracts under GSA schedule or GWAC that is applicable to NAICS 561422. OPM requests that the capability statement, which is the response to questions below, not exceed eight (8) single spaced pages; you may also include a cover page. Each response should use the following Page Setup parameters: • Font size - 10 points or larger (Body) • Font size - smaller than 10 points (text in diagrams or other graphics) • Margins - Top, Bottom, Left, Right - 1" • At a minimum, your organization's name and a page number should appear in the header or footer of all pages that constitute the body of your response. • Number your responses to match the question number. To maximize the space for your response, do not repeat the question as part of your response. All responses shall be in MS Word or Adobe Portable Document Format (PDF). All responses must be received by the specified due date and time in order to be considered. Please note that the collection of this data does not obligate the U.S. Government to the incorporation of the solicited comments in any future procurement action nor does it obligate the Government to the procurement of any services or products related to this notice. Proprietary information should not be included in the responses, further, responses to this notice will not be returned. Interested parties shall address the following when responding: 1. Responders should provide an overview of the technology, examples of instances where the technology is currently deployed. 2. How will the system protect Personally Identifiable Information (PII) and overall security attributes? 3. What prerequisites for deployment exist (for instance, the extent to which the technology should be integrated with RS/RIO databases), 4. What cost options can industry suggest that will ensure that OPM only pays for results and what options are available to ensure proof of concept prior to an investment being made? 5. And any other information that the responder believes will help RS assess the extent to which this technology could increase its call handling capacity and improve customer service. Information Submission Instructions: All Capability Statements sent in response to this sources sought notice must be submitted electronically (via email) to the following: Laurie Griffin, Contract Specialist Email:
[email protected] All responses shall be submitted to Laurie Griffin (
[email protected]), via email, no later than 12:00 PM Eastern Standard Time (EST) on March 06, 2017. Additional Information: There is no commitment by the Government to issue a solicitation, to make an award(s), or to be responsible for any monies expended by any interested parties in support of any effort in response to this sources sought notice. Any information submitted in response to this sources sought notice is strictly voluntary. This sources sought notice is for information planning purposes and the Government will not pay or otherwise reimburse respondents for information submitted. It is the responsibility of potential offerors to monitor this site for the release of any follow-on information. All documentation shall become the property of the Government. Unless otherwise stated herein, no additional information is available and any request for additional information will be disregarded.