Kana SEM Intergration Support

The United States Postal Service (USPS) operates several channels for supporting and interacting with its customers: a website (USPS.COM), customer contact centers ("Ask USPS" accessed via phone at 1?880?275-8777), mobile applications, and local post offices. USPS currently operates five Contact Centers employing approximately 1,000 agents, who are capable of handling over 119 million contacts a year. To foster improved customer service in the website and customer contact center channels, USPS has undertaken Project Phoenix. The Project Franklin portion of Phoenix focuses on implementing a new agent desktop at the customer contact centers. Goals and objectives for Project Phoenix in general and the Franklin in particular are as follows: Improve the underlying information technology that supports the USPS website (USPS.COM), the Contact Centers, and retail systems Develop a new back-end infrastructure that is used by both USPS.COM and the contact center desktop application Provide each customer channel (e.g. website, telephone) access to the same tools, customer account, and customer history information Develop a contact center small business program with dedicated trained agents Provide small business customer service agents with access to specialized desktop tools designed to assist small business customers Replace Electronic Customer Care (eCC) services and Frequently Asked Questions (FAQ) application on USPS.COM with a common knowledgebase to ensure that the same customer experience is maintained between internal Consumer Affairs Office (CAO) responses to customers and contact center agents Allow website customers to connect with contact center agents in real time via an online chat feature Enable activity started online to be completed online or through the contact center with assistance from contact center agents Ensure USPS owns the contact center hardware and software Either USPS IT group or the contact center supplier maintains the contact center hardware and software Integrate shared services with Point of Sale (POS), Automated Postal Center (APC) hardware configurations, and Contract Access Retail Systems (CARS) in the future to facilitate quickly implementing changes in rates and fees across channels, providing automatic updates to all systems, and improving accuracy and availability of detailed data to support decision analysis The Franklin software portion of Project Phoenix is being implemented in phases. Table 1 lists the high-level agent desktop features that have been implemented in Phase 1 using a COTS product, the KANA Service Experience Management (SEM). Phase 1 features will soon be deployed in a live call center environment. Table 1 - Phase 1 Implementation Item Number Feature Shared Service Phase 01 Collect and Provide Call Metrics Date/Time Duration Agent Subject No 1 02 Hold Mail Create Modify Cancel Yes 1 03 Home Page No 1 04 Hours & Locations Enter city & state or ZIP and distance - get Post Offices, hours, services, automated postal centers, collection boxes, village post offices Search by service: Passport, PO Boxes, stamps, etc. Yes 1 05 Knowledgebase/Knowledge Management Author & Publish Content Search Browse Research External Knowledge - o FAQ - o Passport Information - o Marketing Emails - o Alerts and Announcements Internal Knowledge - o Experience Flows - o FAQ Alerts & Announcements Yes 1 06 Lookup Address/Zip Code Address Validation Input address - get zip code Input zip code - get all associated cities Input zip code - get postage rates to zip code Input address - get standard format Input entity name- get address Input business name - get address Input address - get business name Input zip code - get business name Input zip code - determine if PO Box Input zip code - determine if unique (to a business?) Yes 1 07 Price & Commitments Domestic Prices International Prices Rate Calculator - o Enter data - get postage rate Yes 1 08 Redelivery Create Modify Yes 1 09 Track & Confirm Enter tracking number - get status Confirm Delivery View Label ID Lookup Request Receipt (email) Yes 1 10 USPS.COM Search Yes 1 Table 2 lists the high-level agent desktop features that will be implemented in Phase 2 of Franklin. Phase 2 is partially developed. Table 2 - Phase 2 Implementation Item Number Feature Shared Service Phase 11 Agent Leave Request No 2 12 Domestic Research Create Inquiry Work the Request Routing & Prioritization No 2 13 eCC/Email US (questions, complements/complaints, issues) Case Management - o Create - o Route - o Modify - o Close Case Escalation Agent Inbox Agent Feedback Customer Survey Yes 2 14 Sure Money Inquiries Request Quote Yes 2 15 Change of Address Create Search/View Modify Cancel Refund Yes Deferred to Phase 2 Table 3 lists the high-level agent desktop features that are deferred to a future phase. Table 3 - Future Phases Implementation Item Number Feature Shared Service Phase 16 Carrier Pickup (CPU) Initiate Package Pickup Request Selection of Package Pickup Data and Time Selection of Package Specifications Package Pickup Summary Submit and Confirm Locate Package Pickup Request Cancel Package Pickup Request Modify Package Pickup Request Yes Deferred 17 CTI Online Chat (IM) IVR Mobile Deferred 18 Customer Password Reset Internet Other? Deferred 19 Disposition Deferred 20 Forward Mail Create Search/View Modify Cancel Yes Deferred 21 Insurance Claim Domestic , International File Claim? Search Yes Deferred 22 Pickup On Demand (PUOD) New Request Inquiry Modify Cancel Work the Request Yes Deferred 23 Schedule Pickup Create Search Modify Delete Yes Deferred 24 Small Business Services Information Disposition Deferred In addition, USPS will implement the following features when eCommerce is implemented in the ATG Commerce Service Center, which provides shared services. Order Entry (any and all items) Merchandise Return (RMA) Order Status Account Investigations Order History Refunds Payment Premium Mail Forwarding Modify/Cancel Order PO Box Rental Subscriptions Standing Orders Global Shopping Cart Fulfillment USPS is considering the possibility of using the following approach for Phase 2 implementation: Issue a solicitation for full-and-open completion for a supplier to develop Franklin Phase 2 features. The winning supplier would be required to use the KANA SEM software product as the software platform and would enhance Franklin Phase 1 by incorporating Franklin Phase 2 features. In the following paragraphs, this approach is referred to as "the potential approach". Request for Information (RFI) USPS is seeking comments and responses to the following items regarding the potential approach. Respondents may respond to any or all of the items. There is no requirement to respond to all items, or to respond to the Request for Statement of Qualifications, below, for your responses to the RFI to be considered: - 1. The viability of the potential approach to enhance Phase 1 by incorporating Phase 2 agent desktop features. The baseline implementation includes the Phase 1 agent desktop features built on top of KANA SEM (Version 11.x) base code. - 2. If USPS were to issue a solicitation using the potential approach, what procurement strategies, activities, and deliverables would help ensure success of the approach? - 3. If USPS were to issue a solicitation using the potential approach, what information should be included in the solicitation to assist suppliers in developing their proposals and enabling them to provide an accurate schedule and level-of-effort estimates? Request for Statement of Qualifications USPS is seeking Statements of Qualifications regarding the ability of suppliers to develop agent desktop applications using the KANA SEM software product as the platform. There is no requirement to respond to the RFI, above, for your Statement of Qualifications to be considered: - 1. Provide a list of recently completed or current projects that indicate proficiency in implementing agent desktops using KANA SEM as the software platform. Optionally include additional available information such as the size and complexity of the project, level of effort, and cost. - 2. Provide the number of personnel and their positions who are qualified to develop applications using the KANA SEM software product. Indicate which of the following capabilities listed on the KANA website (www.kana.com) can be provided: installation, configuration, support, maintenance, system administration, and customization. - 3. Indicate the number of personnel who are certified in Functional Administration and Technical Administration of KANA SEM. - 4. Indicate the number of personnel who have completed KANA course offerings. Disclaimer This RFI is issued solely for information and planning purposes. It does not constitute a solicitation, nor does it obligate USPS to issue a solicitation. Responses to this notice are not offers and cannot be accepted by USPS to form a binding contract. Respondents are solely responsible for all expenses associated with responding to this RFI.