THE PURPOSE OF THIS RFI IS SOLELY FOR INFORMATION AND PLANNING PURPOSES ONLY AND DOES NOT CONSTITUTE SOLICITATION. The Department of the Army, Center for Health Care Contracting, Information Technology Branch (CHCC-IT) requests your response to this Request for Information ( quote mark RFI quote mark ) for the United States Army Medical Information Technology Center (USAMITC) call center equipment designed to support the Enterprise Service Desk call center located at multiple locations. This request for information is in support of a market survey being conducted by CHCC-IT to determine commercial and industry capabilities to furnish said equipment that complies with the specifications set herein. Comments are also welcome. The North American Industry Classification System Code is 334210 Telephone Apparatus Manufacturing. The Federal Supply Code is 5805 Telephone and Telegraph equipment. The small business size standard is 1,000 employees. Purpose of the contract: USAMITC is contemplating refreshing the ESD infrastructure, including telephones, server and associated software. The purpose of the contract is to provide USAMITC with the capabilities required for their ESD call center to be utilized at multiple locations. Scope or mission of the contract: The U.S. Army Medical Information Technology Center (USAMITC) located at Ft Sam Houston operates the Enterprise Service Desk (ESD) that provides Tier 1 Help Desk support for over 50 sites throughout the U.S. Army Medical Command (MEDCOM). The ESD currently includes Tier 1 Agents that provide this support via the Avaya Automatic Call Distribution (ACD) system. While the ESD is the system owner for the ACD, other MEDCOM helpdesks receive ACD services from the MEDCOM ESD. The ESD provides services out of three locations: The Main ESD Area and the Second Floor ESD Area, located in Building 2372 on Fort Sam Houston. The third location is Building 2272, located approximately two miles from the main facility. The Main ESD area is the primary support center that hosts the 24 X 7 mission. This is the high availability area that is on generator backup and has independent environmental controls. The telephony infrastructure in this area is primarily two line digital devices due to the required high availability. Staff and any other non agent phones in this area are VoIP devices. The second floor ESD area consist of 100% VoIP phones. This is a twelve hour operation that can relocate to one of the other ESD areas if services are disrupted. Building 2272 serves as the ESD's alternate/COOP site. It houses an Emergency Survivable switch that can run the entire ACD from that location, if needed. This building has a mix of two line digital and VoIP devices. The most important attribute for the ESD's ACD/PBX is redundancy. The system must be able to provide dial tone with no interruption in service as long as the rack that contains the ACD/PBX has stable power. The Current ESD ADC is Avaya Communication Manager 4 on 87XX servers with G650 Gateways. The ESD also has CMS R16, Avaya Application Enablement Server, and Communication Manager Messaging (for Federal Release) installed with an Emergency Survivable Switch deployed in building 2272. The system is configured with two control networks that offers redundancy in the event that one of the networks fail. The ESD currently uses Vector Routing to sort incoming phone calls by Area code and prefix. This data is used to show where calls are originating from, and for skill based call routing. Requirements: The Vendor will provide an ACD/PBX solution that can support the following: At least 16 2-way PRI Trunks with Class of Service Routing capabilities. Must be JITC Approved and all Server Operating Systems will be installed using the latest DoD Security Technical Implementation Guide (STIG), and the Military Unique Deployment Guide At least 300 stations in multiple physical locations. ACD Reporting capabilities (see enclosed examples as follows: Attachment 1 - Call Records; Attachment 2 - Default Aux Report Redacted; Attachment 3 - ESD Operations Report May 2013; Attachment 4 - May 2013 ASA; Attachment 5 - Monthly Rona Report) Real time dashboard capabilities (Call Queue Board) The ability to Interface with Qfiniti Call Recording solution (100% Call Logging) Support a mix of two 2 wire Multi-Line Digital/ 2 wire Analog and VoIP H.323 devices with encrypted IP option. Emergency Survivable Switch, with conditional routing/feature capabilities to include announcement boards and PRI trucking facilities on Emergency Survivable site. Emergency Survivable ACD Reporting capabilities at the Emergency Survivable site Voice Mail, with the Automated Attendant Feature. Call Trace/CDR capabilities. ACD Features: Expert Agent Selection, forced Agent Logout, Service Observe. Standard Business Feature package to include: Class of service feature & dialing capabilities. EC500, call forwarding, transfer, call pick-up, bridged appearances , Music on hold, Hotline, Hunting, Multiline phone, conferencing, etc.. All Devices are IPV6 functional. Delivery and Installation: Shall be at the main ESD and second floor areas located in Building 2372 on Fort Sam Houston. The third location is Building 2272, also located at Fort Sam Houston approximately one (1) mile from building 2372. Market Research: In accordance with FAR Part 19.202-2 Locating Small Business Sources, this Request for Information is also in support of a market survey being conducted by CHCC-IT to determine whether two or more responsible small businesses (to include all subcategories [8(a), SDVOSBs, etc]) are capable of providing this requirement. Information: Any information provided in response to this Request for Information will be used for informational purposes only and will not be released. Any proprietary information submitted will be protected. Responses to this Request for Information are not offers and cannot be accepted by the Government to form a binding contract. Vendor participation in this response or any informational session is not a promise of future business with CHCC-IT. Responders are asked to provide any comments you have on this Request for Information. Of particular interest is any specification or requirement that may preclude you from bidding on the forthcoming Solicitation. CHCC-IT does not represent that any specific comment or suggestion made by you will be incorporated into the final solicitation. CHCC-IT is gathering your comments and suggestions for review, but ultimately a decision regarding the requirements contained in the final solicitation is held strictly within the discretion of CHCC-IT. CHCC-IT requests that you provide the following: a. Literature describing your call center system, including functionality, scalability, and versatility. Literature should include detailed information regarding redundancy. All estimated equipment shall be included in the literature. b. Size category for the aforementioned NAICS code or any other NAICS code you feel is associated. Include all small business categories that apply. c. List of any multiple or single award Indefinite Delivery Indefinite Quantity awards (to include Federal Supply Schedules) along with contract type and duration. CHCC-IT requests that you limit your response to no more than 20 pages. Do not incorporate product brochures unless it contains pertinent detailed information that directly correlates to this requirement. Pursuant to FAR 52.215-3, your attention is required to the following provision: REQUEST FOR INFORMATION OR SOLICITATION FOR PLANNING PURPOSES (OCT 1997) (a) The Government does not intend to award a contract on the basis of this request for information or to otherwise pay for the information solicited except as an allowable cost under other contracts as provided in subsection 31.205-18, Bid and proposal costs, of the Federal Acquisition Regulation. (b) Although quote mark proposal quote mark and quote mark offeror quote mark are used in this Request for Information, your response will be treated as information only. It shall not be used as a proposal. (c) This request for information is issued for the purpose of gathering information regarding the call center industry equipment and capabilities . Comments received may be used when developing the final forthcoming Solicitation. Responses must be received no later than 3:00 CST, July 9, 2013. Request for Information responses received after the time and date specified may not be considered in the final solicitation. All responses, including attachments, and any questions regarding this RFI should be submitted electronically to the following email:
[email protected]