Call Center and Facilities Operations Support for GSA Region 10

47PL0220Q0007 THIS IS NOT A SOLICITATION ANNOUNCEMENT. THIS IS A SOURCES SOUGHT ANNOUNCEMENT ONLY. THE Purpose of this announcement is for market research purposes only. Response to this announcement will be used by the Government to make appropriate acquisition decisions. A subsequent solicitation announcement may follow. Responses to this announcement will not be considered as an adequate response to any future announcement. The General Services Administration (GSA) seeks a Provider/Offeror to: Provide - Call Center and Facilities Operations Support for GSA Region 10 locations in Washington, Alaska, Idaho, and Oregon. Location 1: Physical worksite to be identified by the contractor. Personnel under this contract will not be required to physically report to a federal facility. The project includes, but is not limited to, providing all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform GSA Call Center services. This support also includes, but is not limited to, dispatch services: receive facility operations, maintenance, and custodial service requests by various electronic means (such as telephone, fax, internet and/or email) and create, monitor, update and close-out work requests, including any action(s) taken by various service personnel. Receive electronic automated calls, emails, and text messages from Building Monitoring and Control (BMC) System computers. Use Government provided electronic web based tool for creating, updating and reporting on active and historical work requests. Data input using GSA National Computerized Maintenance Management System. - Create - People records. - Create work orders. - Track work order communication (Log Tab). - Closeout work orders. - Create monthly call center performance reports. - Contractor shall support the Customer Satisfaction Surveys by input of tenant information. - Support Customer Satisfaction Surveys Contractor to provide electronic web based tool for maintaining call out procedures and building contact list. Migrate Historical Data to New Systems (if applicable). Experience, Software Knowledge and Skills: Contractor to determine any/all proficiencies needed to meet or exceed minimum quality standards, and appropriate terms and conditions of the contract. At a minimum, GSA has identified the following knowledge and skills necessary to perform the PWS. Be proficient with: - Microsoft Windows 7 - Microsoft Office 2010 (Professional) Word, Excel, and PowerPoint - Google Applications (not limited to: Google Mail, Google drive, Google Calendar) - Adobe Acrobat Professional - GSA systems such as NCMMS (after contract award, training will be provided by Government) - IBM Maximo Asset Management Software 7.6 or greater. Desired knowledge base includes ability to evaluate, prioritize, and dispatch work requests based on multiple and varying factors via various electronic means, such as telephone, fax, Internet, or email. Attention to customer needs, correct and consistent prioritization and delivery, and all work items herein in their entirety are considered basic services for any call center to be successful under this PWS. Confirm capability under NAICS 541618 and provide company business size pursuant to the following questions under NAICS 541618: (Additionally include; three customer references to which you have provided similar services). (1) Is your business large or small? (2) If small, does your firm qualify as a small, emerging business or small disadvantaged business? (3) If disadvantaged, specify under which disadvantaged group and if your firm is certified under Section 8(a) of the Small Business Act? (4) Is your firm a certified Hubzone firm? (5) Is your firm woman-owned or operated business? (6) Is your firm a certified Service-Disabled Veteran Owned Small or Veteran Owned Small Business? Confirm capability under NAICS 561421 and provide company business size pursuant to the following questions under NAICS 561421: (1) Is your business large or small? (2) If small, does your firm qualify as a small, emerging business or small disadvantaged business? (3) If disadvantaged specify under which disadvantaged group and if your firm is certified under Section 8(a) of the Small Business Act, (4) Is your firm a certified Hubzone firm? (5) Is your firm woman-owned or operated business? (6) Is your firma certified Service-Disabled Veteran Owned Small or Veteran Owned Small Business? The Method of Award for any future solicitation is based on past performance and price. Those wishing to identify their capability to provide the aforementioned services should respond to this announcement via email to karisa.kelley@gsa.gov no later than Friday, January 10, 2020 at 3:00 PM Pacific with the following:. Company Name Company Address Point of Contact Phone number E-mail address DUNS number Capability statement for the services as stated above, specifically: Capability and experience with facility management call center services Capability and experience with proven and tested state-of-the-art Computerized Maintenance Management System (CMMS) infrastructure (hardware, software, operations and telecommunications network) that is able to receive requests by telephone, email, integrated fax, Internet and Building Automated System (BAS) coded messages and immediately distribute work request to appropriate service providers. THIS REQUEST FOR INFORMATION OR - SOURCES SOUGHT, SHALL NOT BE CONSTRUED AS A REQUEST FOR PROPOSAL OR OFFER. INFORMATION IS TO BE PROVIDED ON A VOLUNTARY BASIS. NO ENTITLEMENT TO PAYMENT OF DIRECT OR INDIRECT COSTS OR CHARGES INCLUDING POSTAGE AND SHIPPING WILL ARISE AS A RESULT OF THE SUBMISSION OF INFORMATION.