D -- Centralized Telephone Operator Services

The Federal Emergency Management Agency (FEMA), Mt. Weather Emergency Operations Center (MWEOC), Bluemont, VA intends to negotiate, utilizing sole source procedures, with Avaya, Inc. Arlington, VA to provide comprehensive Centralized Telephone Attendant Operator Services for a base year with three option years. MANDATORY ELEMENT: Since the work efforts must be performed on site in a classified area, a Top Secret facility clearance is required and Contractor personnel must also possess a Top Secret clearance in order to perform the services. The Contractor must be able to meet FEMA’s emergency requirements. The on-site service will be 16 hours per day, from 7 AM to 11PM, seven days a week. The Contractor must be able to extend the hours of operation to 24X7 or add personnel to the day or evening shifts during times of heavy disaster or national security activity. The operators must process calls emanating from the FEMA Switched Network system that are directed to the existing six-position console. The services to be provided are as follows: (a) Incoming and outgoing call processing. This includes the following: Answering the phone for the general telephone numbers published for FEMA employees or members of the general public who do not have access to specific employees’ extensions. Looking up the required information or transferring the calling party to the appropriate extension. Most of the calls will be for FEMA employees, but the operators may be required to service selected other Department of Homeland Security officials as well. Providing authorized FEMA employees or tenants with assistance in placing overseas calls. Answering the phone and taking messages for designated senior and emergency officials at headquarters and Mt. Weather. Keeping records of operator assisted calls and messages taken for FEMA officials. Set-up and administration of teleconferences. This includes the following: Setting up manual teleconferences for FEMA officials or selected other Department of Homeland Security officials. Disconnecting intruders or placing personnel in listen-only mode if required. Setting up automated conferences. These are conferences in which the participants dial an 800 number and enter a preprogrammed access code in order to join the conference. Monitoring conference quality and any troubles. Providing oversight by using the conference monitor and display software located in the operator work area. Paging. Keeping records of both manual and automated conferences. This includes the following: On-site paging through the loudspeaker system at Mt. Weather. Paging FEMA employees who carry pagers through commercial paging networks. Keeping records of pages. The Contractor must safeguard any sensitive information provided to them by the Government. Responses to this Notice of Sole Source Intent shall be in writing via email and sent to [email protected]. Responses must be received no later than 3:00 PM, Friday, 3/25/05. This notice is not a request for competitive proposals. However, all responses received by the date identified above will be considered by the Government. A determination by the Government not to compete this proposed requirement based upon the responses to this notice is solely within the discretion of the Government. Information received will be considered solely for the purpose of determining whether to conduct a competitive procurement.