This is a Sources Sought notice. This is NOT a solicitation for proposals, proposal abstracts, or quotations. The purpose of this notice is to obtain information regarding the availability and capability of all qualified sources and to increase awareness of a pending US Army Medical Research Acquisition Activity (USAMRAA) acquisition on behalf of the TRICARE Management Activity (TMA), Defense Center of Excellence (DCoE) that offers potential subcontracting opportunities for small business participation under NAICS code 561422 - Telemarketing Bureaus and Other Contact Centers. A solicitation is anticipated to be issued May 2011. Information on USA Contact can be found at http://www.gsa.gov/portal/content/105215. Within TMA, the Defense Center of Excellence (DCoE) operates a 24/7 Outreach Contact Support and Transitional Support Program. DCoE was created to provide global assistance to customers providing a toll free number for service members, veterans and their families; caregivers; military leaders; clinicians; employers; researchers; educators; and community members who are seeking information and resourceson psychological health and traumatic brain injury. This acquisition is for Contact Center Services Support. The Defense Centers of Excellence (DCoE) for Psychological Health and Traumatic Brain Injury undertakes the mission to maximize opportunities for Service Members (active and reserve components), Veterans, and their families to thrive through a collaborative global network promoting resilience, recovery, and reintegration for psychological health (PH) and traumatic brain injury (TBI). The DCoE accomplishes this through four primary initiatives: Information Clearinghouse. The DCoE serves as the central source where any warrior, family member, caregiver, clinician, researcher, educator, military leader, media specialist, or other interested party may obtain current information regarding PH and TBI. The knowledge and information managed spans a wide spectrum, in depth and breadth, that is relevant to consumers and producers of scientific data and relevant to the layperson, across various PH and TBI issues. Outreach. As a premiere resource on PH and TBI issues, the DCoE plays a very active role in strategically disseminating information of relevance to multiple target audiences, and actively engages with warriors, warrior families, caregivers, clinicians, researchers, leaders, educators, support organizations, and treatment resources to connect, share, collaborate, and coordinate to serve the needs of our warrior families. Advocacy. The DCoE engages network resources to proactively identify concerns regarding the receipt, delivery, and navigation of care for our wounded warriors, as well as to assist in the identification and mobilization of those resources that best address those concerns. Real Warriors Campaign. The DCoE, in response to the Department of Defense (DoD) Mental Health Task Force recommendations, launched a multi-year, national public awareness campaign designed to impact beliefs, attitudes, and behaviors among warriors/families/leaders, about seeking care for PH and TBI issues. Specifically, this public outreach campaign promotes and normalizes the processes of building resilience, facilitating recovery, and supporting reintegration of returning Service Members, Veterans, and their families through public service announcements, videos, podcasting, radio spots, outreach materials, advertisements, web-accessible materials, website activities (e.g., blogs, MySpace, YouTube), speaking engagements, conference attendance, and marketing research. In all of these outreach messages, the toll-free number of the DCoE Outreach Call Support and Transitional Support Program is the primary contact vehicle to learning more about PH and TBI issues, inquiring about how and where to obtain care, asking questions about how to overcome stigma, and understanding how to assist a fellow citizen in need of support/care. The services needed require the contractor to provide customer service representative (CSR) staffing, management support, implementation of contact center standard operating procedures, establishment of a contact center facility (ies), and requisite information technology infrastructure to support system and communication needs. The contractor operations shall be supported by business continuity of operations and contingency plans to ensure minimal disruption of service. The underlying technology used will capitalize on evolving; leading edge solutions while maintaining sufficient flexibility in design to adjust to fluctuations in call volumes to accommodate necessary expansion. The Program Manager shall be the single point-of-contact for communication with Government management and shall be responsible for the following: Establishment of the Contact Center Support Program's policies and procedures Supervision of the Contact Center Support Program operations Monitoring, analyzing, and reporting with regards to the Contact Center Support Program's performance Identification of areas for service improvement, Primary point of contact during emergency situations, and Coordination with Government management regarding implementation, operational, and programmatic issues. Please provide your capability to meet this requirement based on the information provided in the areas of Information Clearinghouse, Outreach, Advocacy and Real Warriors Campaign. Please explicitly state how you could meet this requirement in terms of the following: Staff expertise, including their availability, experience, and formal and other training; I. Current in-house capability and capacity to perform the work II. Ongoing Project and or Prior completed projects of similar nature; III. Corporate experience and management capability; and IV. Examples of prior completed Government contracts, references, and other related information. Administrative information. V. Provide the technical and administrative points of contact, including their names, titles, addresses, telephone and fax numbers, and e-mail addresses of persons within your company. VI. All questions and capability information regarding this Sources Sought must be sent via email no later than 9:00 am EST on 25 April 2011and should be addressed to
[email protected] in MS Word or searchable PDF format or MS Word or MS Excel 2000 or higher, but not greater than MS Word or MS Excel 2003 format. The firewall utilized by the Government contracting office does not authorize or accept zip files. Please limit responses to no more than 6 pages. VII. Please provide the following information in your response to this sources sought: DUNS number, organization name, address, point of contact, and size and type of business (e.g., 8(a), HUBZone, Service-Disabled Veteran-Owned, etc) pursuant to NAICS code 561422 - "Telemarketing Bureaus and Other Contact Centersor". This notice is also intended to provide Small Businesses information on potential subcontracting opportunities. Point of Contact for USAMRAA is Marvin Bethel, Contract Specialist, at
[email protected] or 301-619-8807. Disclaimer and Important Notes. This notice does not obligate the Government to award a contract or otherwise pay for the information provided in response. The Government reserves the right to use information provided by respondents for any purpose deemed necessary and legally appropriate. Any organization responding to this notice should ensure that its response is complete and sufficiently detailed to allow the Government to determine the organization's qualifications to perform the work. Respondents are advised that the Government is under no obligation to acknowledge receipt of the information received or provide feedback to respondents with respect to any information submitted. After a review of the responses received, a pre-solicitation synopsis and solicitation may be published in Federal Business Opportunities. However, responses to this notice will not be considered adequate responses to a solicitation.