This Sources Sought opportunity from Department Of Defense was posted on September 12, 2011. The submission period has ended. Browse the details below for market research, or find similar active opportunities.

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R--Army Wounded Soldier and Family Call Center

Closed

W9124J-11-S-NCONFederal

Submission Closed09/26/2011, 05:00:00 AM UTC

Contract Overview

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

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NAICS: 561110

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AI Contract Overview

The MICC Center at Fort Sam Houston is conducting market research to identify capable firms for the Army Wounded Soldier and Family Call Center. This initiative supports the Wounded Soldiers and Family Hotline, which provides a platform for injured and ill Soldiers and their families to report patient care concerns while giving Army leadership visibility into medical issues for resource allocation. The selected contractor will provide personnel, equipment, and supervision to manage a 24/7 hotline with an estimated volume of 200 calls per week, in addition to handling workload reporting, trend analysis, and marketing the hotline's services to the military community. The government is seeking sources with expertise in call center operations and customer service, with a preference for those possessing Army Medical Department knowledge. The requirement is contemplated under NAICS code 561110 and is intended to be a Service-Disabled Veteran-Owned Small Business set-aside, though all eligible large and small businesses are encouraged to respond. Interested parties must submit a completed market research questionnaire to the contracting office by the specified deadline to be considered during the acquisition planning process.

General Info

Market research for a 24/7 Army Wounded Soldier and Family Call Center contractor.

Agency

Department Of Defense → W6QM Micc-Fdo Ft Sam Houston

NAICS

561110 - Office Administrative Services

Place of Performance

MICC Center - Fort Sam Houston (JBSA) Directorate of Contracting, 2107 17th Street, Bldg. 4197 Fort Sam Houston TX 78234-5015 U, TX

Set-Aside

SDVOSBC

Documents

No documents available

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Uniform Contract Format

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Timeline

PhaseClosed

PostedSep 12

Sources Sought

Response DeadlineSep 26

Deadline has passed

Submission Closed

09/26/2011, 05:00:00 AM UTC

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Organization & Contact Information

AgencyDepartment Of Defense → W6QM Micc-Fdo Ft Sam Houston

ContactsNo contacts available

OfficeFORT SAM HOUSTON, TX, 78234-1361, USA

Organization / AgencyDepartment Of Defense → W6QM Micc-Fdo Ft Sam Houston

Office AddressFORT SAM HOUSTON, TX, 78234-1361, USA

ContactsNo contact information available

Full Description

SOURCES SOUGHT FOR ARMY WOUNDED SOLDIER AND FAMILY CALL CENTER FOR THE ARMY MEDICAL COMMAND MEDICAL ASSISTANCE GROUP (MMAG) AT FORT SAM HOUSTON, TEXAS THIS SOURCES SOUGHT NOTICE IS NOT A REQUEST FOR PROPOSAL. It is a market research tool (FAR Part 10) being used to determine the potential firms capable of providing the services described herein prior to determining the method of acquisition and issuance of a Request for Proposal. Feedback is encouraged and appreciated. MICC Center - Fort Sam Houston is seeking information on sources to provide personnel, equipment, tools, materials, supervision, and non-personal services necessary to perform support for the Army Wounded Soldier and Family Call Center located at Fort Sam Houston, Texas. The Chief of Staff of the Army activated The Wounded Soldiers and Family Hotline (WSFH) in 2007. The purpose of the WSFH is two-fold: 1) To offer wounded, injured, and ill Soldiers and family members a way to share concerns on the quality of patient care and 2) To provide Senior Army leaders with visibility on medically-related issues so they can properly allocate resources to better serve Soldiers and families. Services include a hotline with 24 hour, 7 day a week capability with incoming call volume estimated at approximately 200 calls per week. Specific areas of expertise include, but are not limited to, superb communication skills, call center and customer service operations; knowledge of Soldier and Family member issues/concerns and the skills needed to optimize the efficiency and effectiveness of processing the caller's request for assistance. Previous military experience, specifically Army Medical Department knowledge, is desirable. The WSHF is responsible for preparing workload/caseload reports, providing analysis and trending reports, preparing information papers and other reports as requested by the MMAG. In addition, the contractor shall market the WSFH existence and functions to inform the military community they serve. The Government may identify other Soldier program initiatives involving call center capabilities or services during the period of performance. The NAICS contemplated for the Army Wounded Soldier and Family Call Center is 561110 with a size standard of $7.0M. However, respondents may identify other potential NAICS codes and provide reasoning to support the recommendation. This requirement was previously awarded as a Service-Disabled Veteran-Owned Small Business Set-Aside (SDVOSB). It is the Government's intention to solicit the requirement as a SDVOSB set-aside; however the current capabilities of industry, to include large and small businesses must be confirmed. As such, all eligible large and small businesses are encouraged to respond. The Government is not obligated to and will not pay for any information received from potential sources as a result of this source sought notice. Respondents WILL NOT be notified of the results of this sources sought survey. If and when a solicitation is issued, it will be posted on www.fedbizopps.gov. It is the respondent's responsibility to monitor this site for the release of any synopsis or solicitation. INFORMATION REQUESTED TO BE SUBMITTED IN RESPONSE TO THIS SOURCES SOUGHT: Interested sources shall complete the attached market research questionnaire. It is requested that interested businesses submit to the contracting office the completed market research questionnaire (no more than 10 pages in length, single spaced, 12-point font minimum). The market research questionnaire shall be sent via email to Jacqueline Montague, Contract Specialist, contact@example.gov. Submissions must be received at the office cited no later than 4:00 p.m. (CST) on September 23, 2011. Point of Contact Jacqueline Montague, +1 (555) 000-0000. Email your questions to MICC Center - Fort Sam Houston, contact@example.gov. Place of Performance Fort Sam Houston, Texas, 78234-5105