2020 Census Questionnaire Assistance (2020 CQA)

The Department of Commerce, US Census Bureau (USCB) 2020 Census Questionnaire Assistance (CQA) Program, Program Management Office, intends to compete its requirement for the creation, test and operation of a multi-channel contact center in support of the 2020 CQA Program. The acquisition will be conducted using a multi-step process. STEP ONE will be conducted pursuant to Federal Acquisition Regulation (FAR) 15.202, Advisory multi-step process also referred to as an advisory down-select in this notice. Instructions for STEP ONE are hereby published in this Pre-Solicitation Notice. STEP TWO will include the release of a final solicitation, receipt of full proposals, evaluation of proposals and contract award. STEP ONE This synopsis constitutes the Pre-Solicitation Notice and STEP ONE of the multi-step 2020 CQA acquisition process. The USCB requests that potential offerors submit information that will allow the Government to advise them about their potential to be viable competitors. A written mini-proposal submission is required in response to this notice. The information that must be submitted in response to this notice and the criteria that will allow the Government to advise offerors of their potential to be viable competitors in the 2020 CQA solicitation process is described further below in this notice. The Offeror's mini-proposal shall be submitted via email no later than 2:00 p.m. ET on December 1, 2015 to the attention of Donna Cornish, Contract Specialist at contact@example.gov. The email subject line shall read "[Company Name]-STEP ONE-2020 CQA". Sections of the draft Request for Proposal (RFP) for the 2020 CQA multi-step acquisition are being released as attachments with this notice. The draft RFP sections contain sufficient information to permit potential offerors to make an informed decision about whether to participate in the 2020 CQA acquisition. Potential offerors shall submit their mini-proposals on Standard 8.5 x 11-inch paper using Microsoft Word, Times New Roman, no smaller than 12 point font, and with one inch margins. Potential offerors shall also submit a pdf copy of their mini proposals. Mini - Proposal Submission: Information that must be submitted The Government requests that five (5) Similar Experience citations relevant within the past seven (7) years, with the majority of the work being performed within the past five (5) years, be provided using Attachment L.1 Similar Experience Matrix Template. The potential offeror's mini-proposal shall include a two (2) page executive summary in addition to the similar experience citations provided. The executive summary shall contain information about the potential offeror's relevant corporate capabilities and qualifications. Each Similar Experience citation shall be no longer than two (2) pages and shall be submitted using Attachment L.1. The potential offeror's total response to STEP ONE shall not exceed twelve (12) pages. Evaluation Criteria for Potential Offeror Viability A potential offeror's viability will be evaluated based upon the potential offeror's description of Similar Experience that demonstrates an understanding and high level proposed resolution of the challenges associated with the 2020 CQA program. The USCB will ONLY evaluate the Prime Offeror's Similar Experience and performance, whether or not the Prime Offeror has already formed subcontracting partnerships for this effort. Similar experience and performance submitted by any subcontractors or teaming partners will not be evaluated as part of this advisory down-select process. However, the Prime Offeror's past ability to form and manage highly successful partnerships will be evaluated. The USCB will assess the potential offeror's description of its qualifications and details of its specific similar experience performing work of the same and/or similar size, scope and complexity to the 2020 CQA program requirement. For the purposes of STEP ONE, the USCB defines similar size, scope and complexity as follows: - Size: Capabilities and experience with standing up and operating facilities, systems and infrastructure for a large scale (10K+ agent) customer service/support operations. - Scope: Capabilities and Experience with operating large scale (10K+ agent) customer service/support organizations including: o Continuity of operations o Functions associated with scheduling, reporting, quality monitoring, performance management o Hiring and training required number of personnel in a time dictated by rapidly changing demand. - Complexity: Experience and ability to execute large scale (10K+ agent) customer service/support operations requiring: o Ability to quickly scale operations up and down with trained and cleared staff o Ability to manage highly variable arrival rates (unexpected surges) o Compliance with the Wage Determination and Service Contract Act o Considerable customizations and development efforts, including interfaces to clients' systems, and use of self-service tools and applications o Management of operations involving multiple subcontractors o Highly flexible management and technical processes and staff capable of adjusting priorities in light of quickly changing operational and regulatory environment o Financial and invoicing systems capable of supporting various contract types (i.e. cost reimbursement, time and materials, labor hour and firm fixed price). In its evaluation of the similar experience citations, the USCB will consider the totality of the submitted citations to determine the extent to which the potential offeror's experience matches the size, scope and complexity described above and in the attached draft RFP sections. In its evaluation, the USCB will consider a potential offeror's similar experience where the potential offeror performed as either the prime or as a subcontractor. The similar experience does not have to be limited to projects executed in support of the Federal Government. Notice to Potential Offerors Potential offerors that the Government considers not to be viable competitors in the 2020 CQA solicitation process will receive, in writing, the general basis for the USCB's findings. In accordance with FAR 15.202(b), those potential offerors will also be advised that, notwithstanding the advice provided by the Government in response to their submissions, they may participate in the resultant acquisition. However, potential offerors that make this business decision should carefully consider the cost, resources and time needed for their firm to continue pursuing the requirements. At the conclusion of STEP ONE, the USCB will publish on its website (http://www.census.gov/about/business-opportunities/opportunities/vender-opps.html) the names of the Prime Contractors determined to be viable competitors in the 2020 CQA solicitation process as well as any other potential competitors that request that their identities be disclosed. Small businesses are encouraged to contact these companies for subcontracting opportunities. STEP TWO Planning For STEP TWO, the USCB estimates the release of the final RFP in January 2016, with an award anticipated in June 2016. ?