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This Government Contract opportunity from Department Of Homeland Security was posted on August 28, 2023. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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IVA Support Services

Awarded

23-229Federal

Submission Closed08/23/2023, 12:00:00 AM UTC

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

General Info

Agency

Department Of Homeland Security → Information Technology Development And Sustainment

NAICS

54151

Place of Performance

DC

Set-Aside

NONE

Documents

1

LSJ No. 23-229 - GDIT IVA Maintenance and Upgrades

justification-and-authorization

Low

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Uniform Contract Format

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Timeline

PhaseAwarded

PostedAug 28

Justification (J&A)

AwardedOct 28

Contract was awarded

Submission Closed

08/23/2023, 12:00:00 AM UTC

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Organization & Contact Information

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AgencyDepartment Of Homeland Security → Information Technology Development And Sustainment

Contacts1 person available

OfficeWashington, DC, 20472, USA

Organization / AgencyDepartment Of Homeland Security → Information Technology Development And Sustainment

Office AddressWashington, DC, 20472, USA

Contacts

Ross Wakeman

contact@example.gov

Full Description

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Services shall enable FEMA to extend the use of the IVA system that has been supporting the COVID-19 Funeral Assistance program since 2021. The IVA system shall be designed to effectively understand and respond to a caller's verbalized inquiries, providing appropriate answers and guidance to the caller. Callers shall receive an immediate improved in call experience through elimination of complex menus, personalization for specific callers, self- service automation, and identification of distressed callers. The IVA solution shall route calls to the correct agent to handle the caller's needs as appropriate. The CFNRL IVA system must operate non-stop, providing caller assistance even when agents are not available (evenings, weekends, and holidays).

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