(AMENDED) Request for the Submission of White Papers for GSA-NCR Call Center

THIS IS A REQUEST FOR THE SUBMISSION OF WHITE PAPERS (WP) ONLY. Responses to this notice will be used by the Government to make appropriate acquisition decisions. This notice is for planning purposes only, and does not constitute an Invitation for Bid, Request for Proposal, Solicitation, and Request for Quote, or an indication that the Government will contract for the items contained in this notice. This request is not to be construed as a commitment on the part of the Government to award a contract, nor does the Government intend to pay for any information submitted as a result of this request. The Government will not reimburse respondents for any cost associated with submission of the information being requested or reimburse expenses incurred to interested parties for responses to this notice or any follow-up information requests. No telephone calls will be accepted requesting a bid package or solicitation. There is no bid package or solicitation. All interested sources must respond to any future solicitation announcements separately from responses to this request for the submission of White Papers. OVERVIEW: The General Services Administration (GSA) Public Building Services (PBS) National Capital Region (NCR) manages federal space and provides real estate solutions to government agencies located in the Washington Metropolitan Area which includes the District of Columbia and adjacent counties of Maryland and Virginia. GSA-NCR's owned regional portfolio is composed of 14 campuses, with multiple related buildings, and 54 separate buildings that are above 10,000 gross square feet, hereafter referred to as Portfolio. Desired knowledge base for the considered requirement is innovation, ability, and experience integrating a decentralized call center. GSA is considering an acquisition for a requirement that would request a vendor to evaluate, prioritize, and dispatch Service Tickets, also known as Work Orders, based on Omnichannel approach via various electronic means, including, but not limited to: Telephone Text Web Chat Machine Learning based Chatbot Webportal Mobile Application Interactive Voice Response (IVR) Short Message Service (SMS) E-mail Attention to customer needs, correct and consistent prioritization and delivery, and other work items will be considered basic services for any potential Contact Center requirement. OBJECTIVE: GSA-NCR's primary objective is to unify the Service Ticket receipt services into a singular Contact Center Support Service (CCSS), to address work orders, and, specifically, to provide an accurate accounting of the receipt, dispatch, tracking, and closeout of service tickets. This operation would function 24 hours a day, 7 days a week, 365 days a year with live operator assistance Monday through Friday, from the hours of 6:00 AM (Eastern Time) to 6:00 PM EST. This support and functionality includes, but is not limited to: Receipt of Service Ticket information Creation of Service Tickets in the National Computerized Maintenance Management System (NCMMS) Inputting of - On Behalf Of information in Service Tickets. Includes a person's name, E-mail address and phone number Creating a person's record, as required Dispatch of Service Ticket information to the specified Building Management Offices (BMO)s, or the designated Operations and Maintenance (O&M) contractor representatives Monitoring of Service Ticket progress Tracking of Service Ticket communication Closeout of Service Tickets Creation of monthly Contact Center performance reports Inputting of tenant information Keeping records of electronically submitted tickets Keeping recordings of phones calls submitted Providing multiple canned and ad-hoc performance reports White Paper Submission Guidelines Submitted White Papers are discouraged from being marketing in nature. White Papers must be in the following format: All White Paper submissions must be UNCLASSIFIED. No more than ten (10) pages in length, single spaced, in Microsoft Word or compatible format. The ten page limit includes graphs, pictures, and analyses. Documents longer than ten pages will not be considered in their entirety. Page size shall be 8.5x 11 inches; margins one inch, font size shall be 12 point, legible for tables and figures, if included. Do not send .ZIP files or password protected files. To ensure adequate consideration, the Appendix A must be used for submissions. White Paper Due Date, Information and POCs: All White Papers must be submitted to the following emails No Later Than March 17, 2021 11:59AM EST - tamira.conner@gsa.gov and ericka.wilson@gsa.gov . The initial response will undergo a technical assessment that may be followed by requests for clarifications. This is, in no manner, an opportunity to submit a proposal. No awards will be made from this Request for Information. These submissions will help finalize pre-solicitation documents which will then be routed through our small business office, budget and finance, security/IT, and contracting; only information specific to this requirement is desired, not company marketing. Responses will be reviewed by Government personnel briefed on handling company proprietary information. All submissions will be acknowledged as received by the emails identified above, and then staffed to Government contacts with a need to know for the purposes of finalizing requirement documents. Early submissions are highly encouraged. AMENDED: Added to the attachment - Under the submission guidelines: "Companies, including any subcontractors, submitting white papers shall be US-owned and managed." In the general description: "CONFIDENTIALITY: No proprietary, classified, confidential, or sensitive information should be included in your response. The Government reserves the right to use any non-proprietary technical information in any resultant solicitation(s)."