Quality Assurance Support Services

This sources sought announcement is for information and planning purposes only; it is not to be construed as a commitment by the Government. A contract may not be awarded as a result of this sources sought announcement. The purpose of this sources sought is to identify interested small businesses to include small business, service-disabled veteran owned small business, HUBZone Small Business and Women-Owned Small Business for Quality Assurance Support Services for the Department of Labor National Contact Center in support of the Office of Public Affairs. The Government will determine the set-aside category upon evaluation of capability packages in accordance with FAR Part 19. If capability packages are not received from at least two responsible small business concerns from any of the categories identified above in accordance with FAR Part 19 by the response date or if the Government determines that no small business concerns, in accordance with FAR Part 19, are capable of performing this requirement based upon an evaluation of the capability packages submitted; this requirement will be solicited under full and open competitive procedures. Only small businesses are to submit capability packages. Interested small business concerns in NAICS code 541512 with a size standard of $25.5M are encouraged to submit their capability packages. The capability packages for this sources sought market survey are not expected to be proposals, but rather statements regarding the company's existing experience in relation to the areas specified in the draft Statement of Work. Capability packages must not exceed 30 pages and must be submitted electronically. The Contractor shall clearly identify the type(s) of Small Business Concerns on the capability package. Contractors are responsible for all costs for submitting their capability packages. All contractor questions must be submitted no later than 5 April, 2013 at 1:00 PM EST. All capability packages shall be submitted no later than 11 April, 2013 at 1:00 PM EST to Ms. Na Lin at Lin.Na@dol.gov. Small business concerns are to demonstrate their experiences in answering the following: 1. Do you have experience with a Quality Assurance System for Contact Center? 2. Do you have experience with providing Quality Assurance services to a Federal government entity in a remote capacity? 3. Do you have experience with calibrating quality assurance standards? 4. Do you have a quality assurance software program? If so, which one? Is it available via a web browser? 5. Do you have an audit the auditor proven process? 6. Do you have a reporting system which allows the customer to access via a web browser which requires no download to access? If so, please answer the following questions: a. Does the system include a reporting dashboard? b. If yes to 6a, can the dashboard be customized by the customer on the fly? 7. If so, does the system provide real-time data? Do you have the capability to store and maintain a revolving capacity of approximately 2 terabyte of data capacity for: a. Voice Call recordings b. Video Screen Recordings c. Written Correspondence d. Texts 8. Do you follow a set of industry recognized or privately developed quality assurance best practice standards and management process? If so, what is it and describe in detail. 9. Do you have experience in retrieving real-time live or recorded calls from an external quality assurance program? If so, please provide a detail response. 10. Is your system FISMA and NIST security moderate certified? Areas or tasks where a contractor does not have prior experience should be annotated as such.