R -- Central Call-In Desk Floor Manager (CCDFM)

This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotes are being requested and a written solicitation will not be issued. The solicitation number is RFQ07001 and the solicitation is issued as a Request for Quotation (RFQ). The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2005-12. The NAICS Code is 541611 and the small business size standard is $6.5M. The National Institutes of Health (NIH), Office of Research Facility (ORF), Office of Acquisitions (OA) has a requirement for a Central Call-In Desk Floor Manager (CCDFM). The CCDFM shall not have supervisory duties for responsibilities. Personnel issues shall be coordinated through the Division of Property Management (DPM) Chief. The day-to-day operations of the Central Call-In Desk (CCD) will be coordinated by the CCDFM. The Contractor shall oversee routine operations in these areas: A) Service Request Entry and Processing Operations: The primary function of the CCDFM is to oversee the efficient, accurate and timely receipt and entry of service request for the Facilities Operation Branch (FOB) activities. The CCDFM is expected to guide the CCD staff in the application of established FOB standard operating procedures (SOPs) for entry of service calls from multiple input sources including: Telephone calls; Facsimile (fax); NIH web; Radio; Alarms; B) Customer Services: The CCDFM shall continuously oversee and evaluate the quality of customer service attitude and effectiveness across the CCD staff during both routine operation and emergency situations. Customer service attitude must also be monitored for professionalism during interaction with FOBs internal customer and other stakeholders seeking information. The CCDFM is expected to leverage personal experience and customer service skills in mentoring and training the CCD staff in delivering customer service excellence, especially under challenging high tempo and/or emergency operations. The CCDFM shall serve as management's early warning agent to detect breakdowns in customer service and recommend appropriate remedial action. In all cases, the CCDFM is expected to intercede with dissatisfied customer calls to stabilize customer relations, diplomatically address customer expectations using established SOPs and authorized resources, and advise FOB management of unresolved customer issues; C) Automated Systems Operations and Improvements: The CCDFM shall be experienced with the utilization of automated systems. The CCDFM is envisioned as the primary agent to train CCD staff in functions and SOPs of the Computerized Maintenance Management System (CMMS) and other installed automated information management and communication systems. The CCDFM is also expected to observe and evaluate the functionality and effectiveness of these systems and SOPs and recommend improvements as appropriate; D) Data Collection and Preliminary Data Analysis: A critical element of the One FOB concept is the systematic and rigorous collection and analysis of appropriate data to guide management decisions affecting customer service improvements, resource allocation and process improvement. The CCDFM shall be the first line in collecting and preliminary analysis of a variety of data pertaining to the volume and processing tasks, customer service satisfaction, and performance measures. SPECIAL REQUIREMENTS: 1) Response Time: The Government normal working day is Monday through Friday, 7:30a.m. to 5:00p.m., excluding Government holidays. The Government work week is 40 hours maximum. The Government shall not pay for any overtime, holidays or sick pay. Days missed due to these occurrences are not chargeable to this solicitation; 2) Documentation Requirements: The activities coordinated and performed by the Contractor shall be documented and presented to the Chief of Business Support Branch (BSB) on a weekly basis. The amount of time spent by the Contractor shall be listed by the type of activity (i.e. 8.5 hours for meeting with FOB managers); 3) Deliverables: All documents, training manuals, presentation aids, forms, data, computer software and other materials developed for FOB, shall become the property of the Government and shall not be copyright protected. A monthly report summarizing the work performed shall accompany a copy of the invoice provided to the Project Officer. This invoice shall be due on the 1st day of the month following the month in which the wok is performed; 4) Training: The contractor shall train all personnel to perform basic operations of the CCD. Training plans shall be established by FOB based on user requirements to use the phones, alarm systems and computer hardware/software; 5) Period of Performance: The period of performance for this requirement will be from 10/9/06 to 9/28/07. The provision at 52.212-1, Instructions to Offerors-Commercial Items, applies to this acquisition. The provision at 52.212-2, Evaluation-Commercial Items, is applicable. Offerors must include a completed copy of the provision at 52.212-3, Offeror Representations and Certifications-Commercial Items, with its quote. Clause 52.212-4, Contract Terms and Conditions-Commercial Items, applies to this acquisition. Clause at 52.212-5, Contract Terms and Conditions Required to Implement Statutes or Executive Order-Commercial Items, applies to this acquisition. By submission of a quote, the offeror acknowledges the requirement that a prospective awardee shall have posted their FAR 52.212-3 Offerors Representations and Certifications Commercial Items at website http://orca.bpn.gov. By submission of a quote, the offeror acknowledges the requirement that a prospective awardee shall be registered in the CCR database (www.bpn.gov) prior to award, during performance, and through final payment of a purchase order resulting from this solicitation. Quotes may be mailed, e-mailed or faxed to Donna Cornish, Contracting Officer, 9000 Rockville Pike, Bldg. 13, Rm. 2E43, Bethesda, Md. 20892; (301) 402-0331 (fax); cornishdo@mail.nih.gov (email). Quotes must be received not later than 4:30pm on Tuesday, 10 October 2006. Copies of the referenced clauses are available from http://www.regulations.gov or upon request, either by telephone or fax.